Defective Ultimate Head Unit Systems from Hyundai

[jime]

This information is being provided to caution anyone who needs to have the head unit system replaced in their 2015 Genesis Ultimate.

My 2015 3.8 Ultimate that I purchased last November now has the 4th head unit system in it. Head unit systems #2 and #3 were received defective from Hyundai when ordered by my local dealership as replacements for the original head unit system. Symptoms of the defective units #2 and #3 include a double frame in the backup camera view (see photo) and no “Top View” camera option. I was told that these units had incorrect software burned into some of the ROM chips.

As soon as I purchased my Genesis I noted that the GPS “got lost” after driving about 20 minutes. After seeing the problem repeat itself on several occasions I took the car to my local dealer to have it evaluated. After extensive testing the Service Manager was able to video record the problem and convinced Hyundai to authorize replacing the $4900 head unit. After the second unit was installed I noticed the backup camera problem the first time I put the car in reverse. It was obviously a known problem to Hyundai as they authorized another head unit replacement after only one phone call. Regretfully, installing a 3rd head unit system did not resolve the issue as it had the same problem with the backup camera. A software update fix that was “overnighted” on a memory stick did not resolve the issue. My car was finally repaired by installing a head unit system that was removed from a new 2015 Genesis Ultimate that the dealer had on the lot.

Kudo's to the Service Manager at Hanlees Fremont (CA) Hyundai for his effort in resolving this problem. I think he was actually more frustrated than I was with the defective parts received from Hyundai. Also kudo’s to Hanlees Fremont Hyundai management and Hyundai corporate for authorizing the cannibalization of a new Genesis to obtain a working head unit system for my car.

 

[Alwaysforward]

Thank You for your post. I have had no issues with mine (knock on wood dash) but it is good to know your dealer took the effort and time to video the issue and work through it till it was repaired properly.

 

[Gunkk]

That'sa stand up dealer that is taking one on the chin from Hyundai for you...And now has a car they can't sell until Hyundai's head unit OEM gets a clue how to provide the correct replacement parts.

 

[ejaent]

I Have not had any problems with mine also knocking on the dash.
17572 miles on it already in seven months

 

[tazrig]

I'm glad you got your issue resolved but as good as the service dept. was that is one dealer I wouldn't buy a 50K car from. How do you know the car you're buying doesn't have a bunch of new parts taken out of it to replace other cars problems and then replaced with other parts. I would want to know that my car was completely new from the factory and not picked over for replacement parts.

 

[pusaterkm]

That'sa stand up dealer that is taking one on the chin from Hyundai for you...And now has a car they can't sell until Hyundai's head unit OEM gets a clue how to provide the correct replacement parts.

I am having the Navigation issue that has been reported here where the GPS looses track of where the vehicle is. I took a photo of my dash where you can see that I am on the freeway but the nav shows that I am driving though the young misses department of the Macy's 3-4 miles away. I saw another photo on here of an owner in New Jersey where the nav shows him driving in the Atlantic Ocean. So after asking my service rep a few times to fix it and it not being fixed, I gave her the photo and the posting above where the dealer replaced the head unit. She then need to talk to the area rep. I stopped in yesterday to get an update and was told that the area rep said "no" to the head unit replacement. The rep said to order the sim update. I said OK do the sim update but I doubt that will fix it. She then told me that the rep said "The navigation isn't exact and it is more of a guide". I was speechless. I am not missing a new street, the GPS is off by several miles. The military uses it to pin point a missile strike but for a Hyundai its just a guide? So its OK that it thinks that I am driving in a department store or the ocean. I guess that I need to escalate this higher. It would be nice if the Hyundai customer service reps trolled this site like the do on the Cadillac site.

 

[Nikgen]

I am having the Navigation issue that has been reported here where the GPS looses track of where the vehicle is. I took a photo of my dash where you can see that I am on the freeway but the nav shows that I am driving though the young misses department of the Macy's 3-4 miles away. I saw another photo on here of an owner in New Jersey where the nav shows him driving in the Atlantic Ocean. So after asking my service rep a few times to fix it and it not being fixed, I gave her the photo and the posting above where the dealer replaced the head unit. She then need to talk to the area rep. I stopped in yesterday to get an update and was told that the area rep said "no" to the head unit replacement. The rep said to order the sim update. I said OK do the sim update but I doubt that will fix it. She then told me that the rep said "The navigation isn't exact and it is more of a guide". I was speechless. I am not missing a new street, the GPS is off by several miles. The military uses it to pin point a missile strike but for a Hyundai its just a guide? So its OK that it thinks that I am driving in a department store or the ocean. I guess that I need to escalate this higher. It would be nice if the Hyundai customer service reps trolled this site like the do on the Cadillac site.

I continue to see this too, but have not had time to go back to the dealer yet. To me, it appears to be a loss of GPS signal issue as the when it "departs" from being on a road it just follows a straight path until it regains lock to the road again.

Here are some examples from December (hence the music):

http://api.smugmug.com/services/embed/3883861022_m3qNGhN?width=425&height=756"

"http://api.smugmug.com/services/embed/3883861063_TbbdnT5?width=425&height=756"

 

[Aquineas]

Got a little Luther Vandross going on in one of those!

 

[SH66]

It is troubling that this problem will cost $4900 for the head unit plus labor after 36 month electronics part of warranty. Especially since you cannot purchase an extended warranty from Hyundai that will even cover it. I believe the navigation unit should get you within 50 ft of where you need to go. I know my Garmin that I bought at Costco will usually do so.

 

[Aquineas]

It is troubling that this problem will cost $4900 for the head unit plus labor after 36 month electronics part of warranty. Especially since you cannot purchase an extended warranty from Hyundai that will even cover it. I believe the navigation unit should get you within 50 ft of where you need to go. I know my Garmin that I bought at Costco will usually do so.

The Hyundai Platinum Protection Plan covers the head unit. Here are the things not covered:

Not Covered:
• Mechanical, Exterior, Interior
Brake linings, brake drums and rotors, disc brake pads, standard transmission clutch components, air bags, solar powered devices, hinges, glass, lenses, sealed beams, body parts and/or panels, trim, moldings, door handles, lock cylinders, tires, wheels, batteries, light bulbs, upholstery, paint, bright metal, freeze plugs, heater and radiator hoses, exhaust system, shock absorbers, audio, security or other systems not factory installed, work such as front-end alignment or wheel balancing, constant velocity joint boots, safety restraint systems, cellular phones, electronic transmitting devices (except for those specifically listed under silver, gold, or gold plus coverage), radar detectors, appliances, near object avoidance systems and all laser radar cruise control components, vinyl and convertible tops.

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[Pahaska]

So far (8500 miles), my GPS has been letter perfect. I do wonder about the routing algorithms, though. It tends to run me through subdivisions when there are major roads that are more direct.

It would be nice if the chime at a turning point could go off a few yards earlier, though. It goes off at the dead center of an intersection instead of alerting me as I approach the intersection.

 

[SH66]

You are right, I stand corrected. I was thinking about all the radar, safety electronics that are not covered. I wonder how major a problem that has been in and out of warranty? Thanks

 

[Aquineas]

You are right, I stand corrected. I was thinking about all the radar, safety electronics that are not covered. I wonder how major a problem that has been in and out of warranty? Thanks

I am concerned about that too. My 2010 had sensor issues that were fixed under warranty.

 

[mcsj]

Those of you who had the problem of GPS losing current location, could you share the solution that worked for you? My 2015 Ultimate (built around Apr '14) is at the dealer right now for the exact same problem. The dealer is waiting to hear back from the Hyundai Tech support. They already replaced the shark fin antenna. The service advisor thinks the head unit needs to be replaced, but waiting to hear back from Hyundai Tech line. Is there a way to update the firmware?
Thanks for sharing your experience.

 

[jarred52]

My 2015 3.8 nav system began showing me to be in another state. The problem was fixed by replacing the antenna.

 

[accordn2ryan]

Does this issue only happen with cars with the Ultimate Package? I'm considering of purchasing a 3.8 RWD w/ Tech Package, so I'm wondering if owners with just the tech package are experiencing issues with the infotainment/navigation?

 

[mcsj]

I just got a call from the dealer. They'll have to replace the whole head unit which is back ordered until sometime in July. I'm not sure if this is unique to Ultimate models only, but it doesn't seem to be a wide spread problem. I wouldn't worry about it too much if you are about to buy a Genesis.

 

[acecert]

I just got a call from the dealer. They'll have to replace the whole head unit which is back ordered until sometime in July. I'm not sure if this is unique to Ultimate models only, but it doesn't seem to be a wide spread problem. I wouldn't worry about it too much if you are about to buy a Genesis.

I wrote an earlier thread on my issue with the head unit. My symptoms are different...started with the sirius radio not finding channels, the stations cutting out and in semi-regularly, the system going back to the home screen on its own, loosing the touch feature, locking up while in route in navigation. After several soft resets, still produced the same results so they have ordered me a new head unit scheduled to arrive on July 2 (subject to change).

I'm getting concerned with these head unit comments popping up since it's a central feature of the car that controls quite a few things that are important to the driving experience. I have the Ultimate 5.0. So for over a month, I'm without a system that operates properly.

Thank you for the post regarding the issue on your matter. I'll have to make certain that a proper head unit is installed when mine finally arrives. Overall, love this car. But, I'm very much hoping this unit doesn't become an ongoing issue in the forum. I don't like the idea of having my dash taken apart where if not put back properly can produce rattles. I'll cross that bridge when/if it occurs. Keeping my fingers crossed.

 

[acecert]

Here was my original thread regarding my issues with my head unit:

http://genesisowners.com/hyundai-genesis-forum/showthread.php?t=16189

 

[jime]

Pusaterkm,
I would most definitely escalate your problem higher. My experience with my “lost GPS” was that I took photos of my GPS next to my phone with Google Maps showing my actual location. My Service Manager contacted Hyundai who wanted more proof. At his request I let my service manage drive my car home for the evening (about 40 miles away). He took a video of the car being “lost” with his phone. There was never any suggestion that the GPS was “more of a guide”. That is absolutely ridiculous.