Genesis Dealer experience

[PawleyB]

The dealer I visited has sent some of their sales guys to Florida for four days of training. The knowledge and helpfulness of the sales staff was fine and did a great job of demonstrating the features of the G90. They just didn't have any inventory yet other than one G90 that was used for a demo. They were probably more disappointed than I was. It's hard to make any money with nothing to sell.

 

[Sal Collaziano]

Just an FYI but we have a "Genesis Dealership Experience" forum - where I'm moving this to now...
http://genesisowners.com/hyundai-genesis-forum/forumdisplay.php?26-The-Genesis-Dealership-Experience

In regards to the quote below - a shrinking dealer network doesn't sound that great to me. I wonder how other people feel about this...

I test drove a G90 and was very impressed with the car. The dealer experience, not so much. There was a single G90 on the showroom floor, and a separate kiosk with Genesis brochures. No signage. Nothing else looked or felt different. I spent about 15 minutes getting in and out, and looking the car over closely without anyone approaching me. I finally asked for help and got a short test drive. The salesman was pleasant but pulled the owner's manual out of the glovebox to answer questions about the car. The post-test drive sales approach was straightforward- what will it take to close the sale today? Nothing terribly unusual about any of this, except that it really clashes with the whole high end "respect" theme of the Genesis advertising campaign.

My concerns grew when I read this published interview about shrinking the dealer network:
http://www.thetruthaboutcars.com/2016/11/hyundai-genesis-motors-boss-wants-fewer-usa-dealers/

I asked my salesman about the shrinking dealer network question. He replied, perhaps a bit too honestly, that internal rumors were that the dealership count might shrink from 350 to about 100. If true, this is a big deal. How many people might end up buying from a Genesis dealership that then decides not to be one anymore? Talk about unhappy customers! I think that this was a foolish announcement, and the whole low cost, slow motion rollout that Genesis has decided on seems shaky to me. I am rooting for Genesis to succeed, and would still consider a purchase someday, but not until they get their act together.

 

[PMCErnie]

I doubt you understood my point of view reading my previous comments in this thread so let's move on and keep the thread for sharing dealers' experience.

I doubt you understood my previous comments. I thought your initial remarks were ridiculous.

Did you really sit in a G90 at dealer 2 and start the engine? That's what you seem to say in your first post? Your sentence is unclear. If so, how did you get the key if nobody was around to help you?

 

[leggy]

I doubt you understood my previous comments. I thought your initial remarks were ridiculous.

Did you really sit in a G90 at dealer 2 and start the engine? That's what you seem to say in your first post? Your sentence is unclear. If so, how did you get the key if nobody was around to help you?

Sorry if I forgot to mention it but both key fobs were inside the front armrest, which was surprising to me. The car was inside the showroom, not in the lot though.

 

[PMCErnie]

Sorry if I forgot to mention it but both key fobs were inside the front armrest, which was surprising to me. The car was inside the showroom, not in the lot though.

So, you started up the G90 (ran the engine) in the dealer's showroom, but nobody was around?

 

[leggy]

So, you started up the G90 (ran the engine) in the dealer's showroom, but nobody was around?

Yep, twice. It's weird and that's surprised me. However, Genesis reached out to me asking for the dealers name, which I provided. They said (We have received the list of locations you have visited and documented this in our records.* We will be contacting the management at each of xxxxxxxxxxxxxx regarding your feedback so that we may continue to strive for an exemplary customer experience.* We appreciate your input and understanding in this critical time of the development of our new brand)

 

[Sal Collaziano]

Yep, twice. It's weird and that's surprised me. However, Genesis reached out to me asking for the dealers name, which I provided. They said (We have received the list of locations you have visited and documented this in our records.* We will be contacting the management at each of xxxxxxxxxxxxxx regarding your feedback so that we may continue to strive for an exemplary customer experience.* We appreciate your input and understanding in this critical time of the development of our new brand)

Well that's good. I believe they'll follow through. I hope I'm right because this is crucial...

 

[leggy]

Well that's good. I believe they'll follow through. I hope I'm right because this is crucial...

I hope that as well and look forward those dealers take better care of the Genesis brand.

 

[Gunny]

To the OP, I understand and mostly agree with your concerns. My experiences with my local Hyundai dealership in Atlanta, GA have been similar. To those making excuses or rationalizations for Hyundai, respectfully, I disagree. If they want to cultivate customer loyalty they had better get it together. Simply put, when the price tags go north of 70K, no one is interested in excuses. You can either play at this level or you cannot. If the entire experience wasn't ready for launch then they may have been better off waiting instead of allowing deplorable Hyundai dealership experiences to destroy their momentum before it even starts.

 

[Dennis Larkin]

I didn't read all the responses but here is my 2 cents anyway. Hyundai and Genesis do need to get it together. I started my process in a Hyundai dealer about an hour away from my home. I was working in the area and had noticed they had a few 2016s the time I was in for an oil change. On my return is when I learned of the new brand and process. I originally just wanted to sit in one and look it over. I was told that they would not be a dealer and to go online, no problem.

I went online and chose my model and was quickly contacted by my "local" Genesis dealer which was 40 minutes away from home. The process was good and the rep told me about the car and the next steps. He offered a test drive which I declined until a further time. Financial was approved quickly and I went to the dealer. I walk in and ask for my sales rep which took a couple minutes. While I'm waiting I'm looking around for the car in the showroom. Nothing. I look for a sign. Nada. I look for a pamphlet or brochure. Zilch. He came over and we went for a ride in a G80 5.0 but in white and tan interior. I would never buy that car in white and tan. Love the performance so we come back and he shows me a black on black V6 which I can't sit in because of the snow.

The VIP experience isn't there. At the end of the day I'm spending $75,000 on a Hyundai (Canada). The experience could feel like $75,000 but it doesn't.

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[richzak]

My experience with Earnhardt Hyundai in North Scottsdale, AZ was nothing but great. Upon finding the car I wanted via the Internet and living 400 miles from this dealer, I placed my call to the dealership. I was connected with Jimmy Tonelli a New Car Sales Manager. Jimmy Tonelli was excellent and really was willing to work with me on my price and transport of the vehicle to me. I had all my price points in order with dealer invoice pricing. I asked Jimmy to send me a copy of his actual dealer invoice which he did promptly. I told him a price I was willing to pay, which ended up below his invoice by a few thousnad dollars. We completed the transaction with a $3000 down Credit Card payment, he asked a few questions, and had the selling paperwork sent to me via UPS overnight. I reviewed the paperwork, had a cashier's check issued by my bank for the remaining balance due and went to UPS with a return prepaid UPS fee envelope.

The UPS envelope arrived on Monday Dec 19th. The dealer contacted Genesis and Sirius to get me signed up for the Genesis Connected Services program, and SiruisXM. The dealer made arrangements to have the car transported directly from the dealer to me in Las Cruces, NM. Jimmy Tonelli called me the next day and told me the auto transport just picked up the G80, was on the truck and the driver would call me shortly. This was on Tuesday at 4:30PM. The next morning Wednesday Dec 21st, the G80 was delivered at 7:00PM.

The follow up paperwork was sent to me today Dec 24th, 2016. the entire buying experience was fantastic with no haggling to hassles or playing around on price. Now I will have to deal with the local Hyundai/Genesis which had no 2017 G80's in stock at the time of my purchase. The local dealer will be a good indictaton of the Genesis Dealer Experience they are trying to structure. Time will tell. The G80 is one awesome vehicle and quite beautiful. I bought the G80 Patogonia Blue w/ Biege seating and the black seat piping, both the Premium and Ultimate packages 3.8 L V6...MSRP $51,300 for $46,732.00.

This was the easiest vehicle purchase I ever made. It was well worth using the out-of-state dealer.

..

 

[PMCErnie]

I didn't read all the responses but here is my 2 cents anyway. Hyundai and Genesis do need to get it together. I started my process in a Hyundai dealer about an hour away from my home. I was working in the area and had noticed they had a few 2016s the time I was in for an oil change. On my return is when I learned of the new brand and process. I originally just wanted to sit in one and look it over. I was told that they would not be a dealer and to go online, no problem.

I went online and chose my model and was quickly contacted by my "local" Genesis dealer which was 40 minutes away from home. The process was good and the rep told me about the car and the next steps. He offered a test drive which I declined until a further time. Financial was approved quickly and I went to the dealer. I walk in and ask for my sales rep which took a couple minutes. While I'm waiting I'm looking around for the car in the showroom. Nothing. I look for a sign. Nada. I look for a pamphlet or brochure. Zilch. He came over and we went for a ride in a G80 5.0 but in white and tan interior. I would never buy that car in white and tan. Love the performance so we come back and he shows me a black on black V6 which I can't sit in because of the snow.

The VIP experience isn't there. At the end of the day I'm spending $75,000 on a Hyundai (Canada). The experience could feel like $75,000 but it doesn't.

Pretty funny (odd) to slag the dealer because of the snow outside.

 

[Dennis Larkin]

Wasn't slagging the dealer, I merely said it's not the VIP experience that I think they're trying to portray. Also, I wasn't saying it was their fault for the snow but I think that if they had (probably the most popular interior colour) inside the showroom I would have been able to sit in the car and get a good feel of how it will look, rather than tan. Instead there is no car in the showroom.