acecert
Registered Member
- Joined
- May 18, 2014
- Messages
- 208
- Reaction score
- 12
- Points
- 18
- Location
- California
- Genesis Model Type
- Genesis G80
Here is my facebook post with Hyundai for what I'm dealing with...it's not what I expected with my car or the lack of concern for issue from Hyundai. Most of the Genesis cars I understand have been very reliable. Mine was and then things with the navigation began to occur (twice) and now...the engine mystery.
I've had a case number filed since 7/29/16. My 2015 5.0 Genesis with 16,000 miles arbitrarily is not starting (it isn't a battery issue as it's fully charged). It's been towed once, then started by itself the next day. Same thing happened on a second occasion. It's been brought to 2 different Hyundai Dealerships who cannot duplicate the problem yet it has been proven (by video tape) that it occurs (which they are not denying). I've also had the entire navigation unit replaced twice. I'm requesting buy back. Was told within 5 days after escalation I would be contacted which should have been on Friday, 9/2/16. My case was assigned to Carolyn on 8/29/16. I've since called nearly every day and had emails sent to her through the call center (which they say that's all they can do as well as a supervisor from the call center) and still no reply. As of today, Hyundai's "Escalation Department" is overdue to contact me by 3 days (excluding the recent holiday). They actually are overdue much more because I had actually called this in to have escalated on Fri, 8/26/16 and spoke with an Ilene in the call center but she didn't do it right so when I didn't receive the call I was expecting that following week, I called back on Fri, 9/2/16 and spoke w/ Brandon who properly escalated my case with Hyundai. So, I've actually been waiting for almost 2 weeks (this Friday) for Carolyn to do her job and contact me. I sold my BMW 7 for this car and I've also owned several other luxury vehicles. If Hyundai wants to create a separate luxury "Genesis" brand, it has to be more than just a car....it has to be service that goes with the car. Administratively, this is a complete fail. The "Escalated Department" and specifically Carolyn is not doing her job to contact me as I've been told she would by the call center so who do you contact when you are having problems with this area? Call center can't help you...they just can send emails to Carolyn (and her boss which was also sent) they say and note the case. I asked for corporate's number above this "Escalated Department" and was told they only have an address (no email or phone) and that I would have to write to them. Really??? So, I googled it, called the Fountain Valley location and after having the operator not answer the call the first two times I tried, I was finally successful on the third attempt. She transferred me to the "Executive Area" where she said escalations are typically handled where I received a general voicemail box (not a person but an "Executive" area box) where I could leave a message...which I did and gave my case number and briefly described the matter asking for a return call. So far....didn't hear from them as of this post. As an HR Manager myself, if I was overseeing this area, I'd definitely have some questions I'd be asking. It's almost hard to believe the disregard this company has for its customers when there are severe issues with their cars.
I've had a case number filed since 7/29/16. My 2015 5.0 Genesis with 16,000 miles arbitrarily is not starting (it isn't a battery issue as it's fully charged). It's been towed once, then started by itself the next day. Same thing happened on a second occasion. It's been brought to 2 different Hyundai Dealerships who cannot duplicate the problem yet it has been proven (by video tape) that it occurs (which they are not denying). I've also had the entire navigation unit replaced twice. I'm requesting buy back. Was told within 5 days after escalation I would be contacted which should have been on Friday, 9/2/16. My case was assigned to Carolyn on 8/29/16. I've since called nearly every day and had emails sent to her through the call center (which they say that's all they can do as well as a supervisor from the call center) and still no reply. As of today, Hyundai's "Escalation Department" is overdue to contact me by 3 days (excluding the recent holiday). They actually are overdue much more because I had actually called this in to have escalated on Fri, 8/26/16 and spoke with an Ilene in the call center but she didn't do it right so when I didn't receive the call I was expecting that following week, I called back on Fri, 9/2/16 and spoke w/ Brandon who properly escalated my case with Hyundai. So, I've actually been waiting for almost 2 weeks (this Friday) for Carolyn to do her job and contact me. I sold my BMW 7 for this car and I've also owned several other luxury vehicles. If Hyundai wants to create a separate luxury "Genesis" brand, it has to be more than just a car....it has to be service that goes with the car. Administratively, this is a complete fail. The "Escalated Department" and specifically Carolyn is not doing her job to contact me as I've been told she would by the call center so who do you contact when you are having problems with this area? Call center can't help you...they just can send emails to Carolyn (and her boss which was also sent) they say and note the case. I asked for corporate's number above this "Escalated Department" and was told they only have an address (no email or phone) and that I would have to write to them. Really??? So, I googled it, called the Fountain Valley location and after having the operator not answer the call the first two times I tried, I was finally successful on the third attempt. She transferred me to the "Executive Area" where she said escalations are typically handled where I received a general voicemail box (not a person but an "Executive" area box) where I could leave a message...which I did and gave my case number and briefly described the matter asking for a return call. So far....didn't hear from them as of this post. As an HR Manager myself, if I was overseeing this area, I'd definitely have some questions I'd be asking. It's almost hard to believe the disregard this company has for its customers when there are severe issues with their cars.
