Am I Going to Get a $50K Service Experience ?

[Aquineas]

Do you mean are they going to back your car into a pole in the garage or drive another car across the front like Holman BMW in Ft. Lauderdale and not tell you when you pick up the car. Probably not.

Every time we have had a car serviced we have gotten a survey a few days later except of course these two times.

Funny how that works; the part about not receiving the survey offer when they know they've royally screwed the pooch. I've seen that many times before unfortunately. It probably didn't do any good, but I once wrote to a CEO to tell them how their customer service organization was skewing the numbers by not sending out survey information when they know they'd provided a horrid experience. Customer Service organizations are absolutely driven (and compensated) by customer satisfaction scores. Yet another example of how the executive staff can be out of touch with what's really happening. It's very very difficult to keep the pulse of your organization when your direct reports are the ones you rely on to provide accurate information.

 

[Mark_888]

Mark are you in the Houston area? If so, do you mind telling me (or PM'ing me) the dealer you had those issues with so I'll know who to avoid?

No, that was in the Southeast.

 

[ferrethouse]

When I picked up mine from its first oil change they had it parked on the "show spot" - kind of a pedestal. Made me feel important. Otherwise it was a pretty normal oil change.

 

[EXBMWGUY]

I guess the important question is that given your overall experience thus far with your Genesis would you buy ANOTHER high-end Hyundai car in the future?

...and just out of curiosity are you personally happy with your dealer?

My 50,000 miles on an early 2012 R-Spec have been very good, both car and service experience. No oil consumption or drivetrain issues, two electronics issues (smart cruise control module and backup camera), and a replacement driver's seat cushion that 5 seconds after I sat on the new cushion began to look bad again. I believe Hyundai did a far better than average job learning from their first-generation Genesis models; they have set arrogance and pride aside in the design and manufacturing process, and I believe the second generation and beyond cars will reflect that. Hyundai has not been as good at requiring dealer standards of excellence.

I have driven the 2015 V6 AWD and really liked it. I definitely will do it with a 2015 or 2016, as I cannot justify my dream cars (Tesla or Corvette C7) anymore. There won't be any more German cars in my garage and I'm not wanting Lexus anymore or Infiniti or Acura.

 

[YEH]

My question for those of you who own a new Genesis is this...are the Hyundai dealers up to providing a $50,000 service and post-sales experience? I'm worried that I am going to be dealing with things like grease stains on the ivory leather my wife wants. It seems like the German guys have this basic stuff down pretty good (or at least are local one) at this point.

Really depends on your local Hyundai dealer(s).

Some Hyundai dealerships have built special lounges for Equus/Genesis owners, but these days, the better/newer Hyundai dealerships all have waiting lounges w/ flatscreens, leather coaches/chairs and coffee machines.

And many Hyundai dealerships offer loaners and complimentary washes (not that I would want a dealership to wash a $40k+ car) even for non-Genesis/Equus models.

I've been to BMW, Porsche, etc. dealerships where I have received subpar service (so ended up switching dealerships for service, even having to drive a little further; absolutely worst experience was at a BMW dealership) and there are reports of subpar service even at certain Lexus dealerships (tho, probably the least no. of bad dealerships), so it's very YMMV.

Personally, don't feel the need for all the fancy stuff and just want good, quick work done, but if this is impt. to you, would check out the reviews/ratings of Hyundai dealerships close to you.

 

[Alwaysforward]

Go to Cars.com a check out their dealer review links.

http://www.cars.com/dealers/reviews/

Here is my dealers reviews here in Stuart Florida. Wallace...

http://www.cars.com/dealers/147081/wallace-auto-group-stuart/reviews/

 

[quanva]

my dealer experience sucked, but they arent the closest to me and like a previous poster said, you wont go to the dealer much..My wife had an 11 elantra and it seen the dealer, 3 times for service


a comfortable place to sit, tv and drinks is all i ask

 

[NTX]

I say it depends on where a dealership is located, at least here in DFW. There are 2 Hyundai dealerships in our affluent county, and each provide a great experience. However, I did shop other dealers in Dallas County and 3 of them provided just a so-so, mainstream-level experience typical with the area.

 

[jmilr]

I've had my 2015 AWD Genesis Ultimate for about 3 months and love it! Coming out of a 2011 Infiniti FX50, about the only thing I miss is the all around view camera system... And maybe the power sometimes 😉

As far as dealer amenities and level of service, my local Hyundai dealer here on Long Island (Advantage) offers a comfortable waiting room with TV, complementary coffee and tea Internet and manicures / massages on Saturday! Not to mention free car washes... Pretty much the same as my Infiniti dealer in Massapequa.

Of course experiences vary...

 

[FastDEW1]

I find hyundai dealers to really suck. I am used to Mercedes but even my Ford dealers are better than hyundai.

1) local dealer near me - took the car in for service. Was told I would have to leave it overnight and no loaner. They hadn't even heard what was wrong with it yet. Lol. I just left after they were so flippant about everything.

2) took to a hyundai dealer that was rated 4 stars on yelp, two months later. So I had more items to look at. I gave them my list of issues which they then told me "how Hyundai warrant works" and went into a long saying about no modifications and aftermarket parts etc. I just stood there with a blank stare. I mean huh??? But ok whatever.

They said they needed the car overnight. Fine. I will drive my pickup.

My list of items -
Squeak in rear over bumps.
Whine from under hood (sounds like a bad pulley)
Rear view mirror loose
Check engine light
Oil change and tire rotation

They kept the car for TWO weeks and kept telling me when I called that it would be ready "tomorrow". I finally went over and demanded the car back. They washed it and gave it to me. I paid the oil change and tire rotation (which I'm not sure it was done to be honest) and the only thing they repaired as the loose mirror. They said I would need to bring back for the squeak - they know what it is but didn't have time to fix it. They didn't fix anything else. Nothing. They even said there were no codes. How can I drive it in with the CEL on and they clear the code so the light is now off but they say no code!?! Wow.

They gave me paperwork that says I need to return for the other repairs because they didn't have time to get to it.

In summary - the Genesis is a really nice car. This is my second one. But the service is terrible. Hyundai needs to create a separate service department for the Genesis/Equus line of cars. Badly.

I will just try to fix whatever I can that's not major issues on my own. If I have a major issue I know they will have my car for a month or more probably. Sad. Just sad.

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[Sal Collaziano]

Wow! That's ridiculous! Would you mind copying/pasting your review into a new post in our Hyundai Dealership Review area by clicking HERE? (If yes, please copy the text before you click. )

I find hyundai dealers to really suck. I am used to Mercedes but even my Ford dealers are better than hyundai.

1) local dealer near me - took the car in for service. Was told I would have to leave it overnight and no loaner. They hadn't even heard what was wrong with it yet. Lol. I just left after they were so flippant about everything.

2) took to a hyundai dealer that was rated 4 stars on yelp, two months later. So I had more items to look at. I gave them my list of issues which they then told me "how Hyundai warrant works" and went into a long saying about no modifications and aftermarket parts etc. I just stood there with a blank stare. I mean huh??? But ok whatever.

They said they needed the car overnight. Fine. I will drive my pickup.

My list of items -
Squeak in rear over bumps.
Whine from under hood (sounds like a bad pulley)
Rear view mirror loose
Check engine light
Oil change and tire rotation

They kept the car for TWO weeks and kept telling me when I called that it would be ready "tomorrow". I finally went over and demanded the car back. They washed it and gave it to me. I paid the oil change and tire rotation (which I'm not sure it was done to be honest) and the only thing they repaired as the loose mirror. They said I would need to bring back for the squeak - they know what it is but didn't have time to fix it. They didn't fix anything else. Nothing. They even said there were no codes. How can I drive it in with the CEL on and they clear the code so the light is now off but they say no code!?! Wow.

They gave me paperwork that says I need to return for the other repairs because they didn't have time to get to it.

In summary - the Genesis is a really nice car. This is my second one. But the service is terrible. Hyundai needs to create a separate service department for the Genesis/Equus line of cars. Badly.

I will just try to fix whatever I can that's not major issues on my own. If I have a major issue I know they will have my car for a month or more probably. Sad. Just sad.

 

[Alwaysforward]

I had the complete opposite from my Dealer. Wallace Hyundai in Stuart Florida. Top notch service. Gave me a 2015 V6 Genesis to drive when they had to keep the car over night to complete the work, with no questions asked.

 

[synnyster]

I brought my v6 in to Huffines Hyundai in Plano Texas for the taillight recall this past Saturday morning. I had scheduled an appointment at 8:30. I was told this should only take 30@Mr to do. So when dropped it off I ask how long and the guy says 3-4 hours. he says it only takes 30 minutes but there are 20 cars that came in this morning. I told him I had a scheduled appointment. He said that doesn't mean anything. So what the hell is the point in scheduling an appointment of it doesn't mean anything? I asked for a loaner and he tells me he had none but he could set up enterprise rental. Are you serious? This was the worst service I've had and first service since getting the Genesis. And this is at a top rated dealer. The car is great but the service provided is awful.

 

[Sal Collaziano]

Some dealerships are really great. Others are - NOT - and never will be. It's really hit and miss...

 

[opticsguy]

I took my Genesis to Huffines in Plano last week for the tail light recall. They gave me a rental (Ford Fiesta) for the two hours it took to have the work done. I ran errands in the rental and the car was done in less than two hours. It was an Enterprise rental because all their loaners were out. Genesis owners need to ask, because the staff are not used to dealing with high end customers.

The gentleman I bought my Genny from had only sold Elantras and Santa Fe's. If I hadn't shown up with the printout of the sticker of the car I wanted to buy, he would of been lost. His lucky day, I guess.

 

[YEH]

Generally, the Hyundai dealerships that sell the Equus and/or one of the larger Genesis volume sellers will usually offer better/more upscale service.

 

[pictone]

I brought my Genesis to the dealer for its first oil change/rotation (and recall), knowing that the dealer offered shuttle service, so I could go to work and not wait 2+ hours. The "shuttle" turned out to be a private ride in an Equus. When they picked me up and I returned to the dealer, they comped me the entire service, saying that the first one is on the house. They also detailed the vehicle inside and out. Nice going Rick Case Hyundai of Weston FL!

 

[CtK]

The Hyundai dealership where I bought my car, looks like a used car dealership. LOL
Their service does not compare to Infiniti, which i had before. They would give me a loaner for anything. Even oil changes. But not Kendall Hyundai. I do not want to drive a old elantra loaner either. They always have salesman smoking outside.

 

[denisemarie]

Buy it, yur wife will love the Genesis 2015 Ultimate it is awesome!
I have the 2015 Black with Ivory/Ultimate and it is my favorite vehicle over my past luxury vehicles.
Have top of line infiniti before my 2016 Genesis and much prefer over Infiniti.
We also have an 2015 Accura SUV, and Lexus.
Service wise Lexus is the best, classy dealerships. But bottom line, while my service needs with the Genesis after 6 months has been just the 1X new car service the dealership and staff have been wonderful.
That said, as much as I love my Genesis, you will never have that luxury service feel with a Hyundai dealership.
They really need to have a VIP service area for Equis and Genesis owners, but at this time they do not; but don't let that stop you... get the Genesis with Ivory. I put a high quality leather (conditioner protector) on and have no worries. Once a month I wipe front seats with spray leather cleaner. Just be sure to use a high quality spray; not a paste due to the perforations in the heated seats. Enjoy !!!!

 

[YEH]

That said, as much as I love my Genesis, you will never have that luxury service feel with a Hyundai dealership.

They really need to have a VIP service area for Equis and Genesis owners, but at this time they do not; but don't let that stop you... get the Genesis with Ivory.

Some Hyundai dealerships do have an exclusive service area for Equus and Genesis owners while other Hyundai dealerships (tend to be the larger/newer dealerships or those bought out by a large multi-brand dealer network) are as nice as an Acura/Infiniti dealership.

And depending on the dealership, offer loaners (typically Azera or up) for Genesis owners (only Equus owners are guaranteed this), but some of the biggest/top end Hyundai dealerships offer loaners (not Azera and up) for all their clientele (if available).

Typical nicer old style (non-standard) Hyundai dealership in the US.

Hyundai dealerships with the standard blue-colored livery.

Like this style/variation better (an overseas dealership).

A bit over the top (also overseas).

Not any diff. from the luxury dealerships.

And the flagship showroom in Seoul.

Inside of a Hyundai designated interior.

Hyundai switched from the blue-silver toned dealership design to a brown-toned one (not sure if we'll see this in the US, at least not anytime soon since any dealership which had upgraded to the blue-silver design is not going to redo it again for a while).

This picture is extremely huge:
http://www.dealerupdate.co.uk/wpcms/wp-content/uploads/Hyundai-new-brand.jpg


But yeah, there are still some crappy Hyundai dealerships out there (usually smaller, lower volume).