So what makes upscale brand service so good?

[tuckerdog1]

I've never owned a car from a brand that might be considered upscale ( Mercedes, Audi, BMW, etc. ). However, reading a lot of the posts here, quite a lot of you have ( and still do ). One of the knocks I've read multiple times here, is the comparatively poor experience with Hyundai/Genesis vs the others, when having service done. I have not been unhappy with my Hyundai service, but what exactly what am I missing at these other places?

Tuckerdog1

 

[Ragnar]

Ahhh,Champagne and a foot massage!!😜

 

[homeofstone]

Pick up and delivery of your car and supplying a loaner at no cost. A clean car when service is completed which includes a wash and interior detailing. Text messages as to status of car while it is in for service. Very clean service area and techs that are well trained on the vehicles. Invoice that shows details every part, every quart of fluid or oil. Complementary check of all systems on the car.

 

[Rloyola0426]

^ This. Whenever we bring our Lexus GS350 in for something as little as an oil change we get a loaner vehicle with the only stipulation being we can't leave the state with it. When we get the car back, it is washed and vacuumed. They even clean the wheels and dress the tires.

 

[MikeyTG]

Depending on brand, they will also clean out and detail your wallet.

Seriously, for Genesis it depends completely on the dealer right now. There have been complaints here, but for my first service my dealer (Hyundai in Hackettstown, NJ) did the whole loaner drop off/pick up thing for me as advertised - nice! Hopefully this will continue in the future.

 

[cane2025]

dealer experience is DEALER specific. I get all the things that are mentioned above except for the pick up and delivery of the vehicle. When my sunroof was replaced i was given a loaner(not a genesis) and the car was detailed down to the tires. I always get a wash and vacuum when i get any service done(unless i say otherwise) and I always get an email when my service is completed. I don't know about the service area or techs. I think we get enough information on the invoice. other then that i think my dealer is doing pretty good.

 

[RyanB]

I went to my father in laws Lexus dealer with him once and they had a coffee lounge just like star***** gave free massages, shined your shoes, free loaners, had a full snack bar and so on. But what sets them apart most is that you wouldn't know that you’re in a shop. No paint or oil smell. No dirty walls, floors, furniture or employees! That is my biggest complaint with my current Hyundai dealer is that the service department is just a step above the waiting room at jiffylube! Thankfully they are currently building a brand new dual dealership on site that will be state of the art. All the stuff at the expensive brads are nice and all but it comes at a cost. For me I would rather just have some good service reps and a clean waiting room. I can talk the wife into the massage once a year if I’m lucky.

 

[PMCErnie]

God help us that an auto service department would look
and smell like one. How crude.

 

[Mark_888]

I can talk the wife into the massage once a year if I’m lucky.

What happened to the good ol' days (4 million BC - 1950 AD) when you didn't have beg for stuff like that?

 

[tuckerdog1]

What happened to the good ol' days (4 million BC - 1950 AD) when you didn't have beg for stuff like that?

I'm sure you know the joke about why the bride is smiling as she walks down the aisle

Tuckerdog1

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[glennk]

As demands are filled, price of service will follow. Last time I was in, an oil change was $37.50. I'm not sure if Hyundai is reimbursing the dealers for loan cars outside the G80 and G90.

 

[Mark_888]

As demands are filled, price of service will follow. Last time I was in, an oil change was $37.50. I'm not sure if Hyundai is reimbursing the dealers for loan cars outside the G80 and G90.

HMA (Hyundai Motor America) has no official loaner policy, except for "certain" recalls where it is specified that a recall will be provided if needed, and also the 2011-2016 Hyundai Equus (which had a concierge policy very similar to the new Genesis Motors policy). Also, sometimes loaners are provided by HMA (via a dealer) where a car has been in the shop for so long that a Lemon Law situation might come into play.

All other Hyundai loaners are at the discretion of the dealers (who are not owned by HMA).

 

[cane2025]

I'm sure you know the joke about why the bride is smiling as she walks down the aisle

Tuckerdog1

I haven't heard it yet....

 

[glennk]

HMA (Hyundai Motor America) has no official loaner policy, except for "certain" recalls where it is specified that a recall will be provided if needed, and also the 2011-2016 Hyundai Equus (which had a concierge policy very similar to the new Genesis Motors policy). Also, sometimes loaners are provided by HMA (via a dealer) where a car has been in the shop for so long that a Lemon Law situation might come into play.

All other Hyundai loaners are at the discretion of the dealers (who are not owned by HMA).

Please provide documentation you have.

 

[Mark_888]

Please provide documentation you have.

I can't provide documentation for a negative. Hyundai Motor America (HMA) is not going to publish documentation that says they don't provide something (loaners). For the same reason, no one is expected or required to state, or provide proof, that they don't beat their wife and children.

But I have been on this forum since January 2009 and know what many members have been told and experienced, and have never seen any documentation from Hyundai Motor America that says they have a blanket policy of providing loaners when a car is being serviced in or out of warranty (except in certain cases that I mentioned above, at the discretion of HMA). Obviously, in some prolonged warranty repair situations, HMA has reimbursed the dealer for loaners as a matter of goodwill, sometimes to reduce the likelihood that an owner may file a Lemon Law Suit against HMA.

A fair number of dealers (which are not owned by Hyundai Motor America) will provide loaners to certain customers, depending on the repairs needed. Dealers may also make promises to customers about loaners at the time of purchase, but those are not generally reimbursed by Hyundai Motor America. HMA does not own dealers in the USA.

The fact that the 2011-2016 Hyundai Equus had concierge service similar the Genesis Motors is well known, but probably no longer documented on a Hyundai website since 2016 is no longer a current model. So I don't have any documentation on that. There is ample discussion of Equus concierge service in the Equus sections of this forum.

 

[glennk]

I can't provide documentation for a negative. Hyundai Motor America (HMA) is not going to publish documentation that says they don't provide something (loaners). For the same reason, no one is expected or required to state, or provide proof, that they don't beat their wife and children.

But I have been on this forum since January 2009 and know what many members have been told and experienced, and have never seen any documentation from Hyundai Motor America that says they have a blanket policy of providing loaners when a car is being serviced in or out of warranty (except in certain cases that I mentioned above, at the discretion of HMA). Obviously, in some prolonged warranty repair situations, HMA has reimbursed the dealer for loaners as a matter of goodwill, sometimes to reduce the likelihood that an owner may file a Lemon Law Suit against HMA.

A fair number of dealers (which are not owned by Hyundai Motor America) will provide loaners to certain customers, depending on the repairs needed. Dealers may also make promises to customers about loaners at the time of purchase, but those are not generally reimbursed by Hyundai Motor America. HMA does not own dealers in the USA.

The fact that the 2011-2016 Hyundai Equus had concierge service similar the Genesis Motors is well known, but probably no longer documented on a Hyundai website since 2016 is no longer a current model. So I don't have any documentation on that. There is ample discussion of Equus concierge service in the Equus sections of this forum.

So basically, you don't know. Fair enough.

 

[markpoisson]

So basically, you don't know. Fair enough.

Nice one.

As for a company won't list what they don't provide. I call BS on that logic. Most companies address things they don't do which their competition does (loaners are a great example). It literally took me 2 seconds to find this in the FAQ on hyundaiusa.com.

https://www.hyundaiusa.com/myhyunda...faq?faqId=11&category=Dealerships_and_Service

 

[Mark_888]

Nice one.

As for a company won't list what they don't provide. I call BS on that logic. Most companies address things they don't do which their competition does (loaners are a great example). It literally took me 2 seconds to find this in the FAQ on hyundaiusa.com.

https://www.hyundaiusa.com/myhyunda...faq?faqId=11&category=Dealerships_and_Service

WRONG.

That link said exactly what I said, that Hyundai Motor America does not provide free loaners, but some dealers may do that on their own. What I also said is that I am not obligated to prove a negative (that Hyundai does not provide loaners). Hyundai is not obligated to provide that information either, even if they have chosen to do so (I am pretty sure that it was added recently).

My information comes from reading about the experiences of hundreds of members on this forum since January 2009, and what I posted is accurate even if Hyundai had not addressed that in its FAQ.

 

[markpoisson]

WRONG.

That link said exactly what I said, that Hyundai Motor America does not provide free loaners, but some dealers may do that on their own. What I also said is that I am not obligated to prove a negative (that Hyundai does not provide loaners). Hyundai is not obligated to provide that information either, even if they have chosen to do so (I am pretty sure that it was added recently).

My information comes from reading about the experiences of hundreds of members on this forum since January 2009, and what I posted is accurate even if Hyundai had not addressed that in its FAQ.

Nice try to twist my point. I was correcting you on your assertion that a company would NEVER admit to something they don't provide. You did not use the word 'obligated'. You said "Hyundai Motor America (HMA) is not going to publish documentation that says they don't provide something (loaners). " Which is ABSOLUTELY wrong as they clearly chose to do so. And the comment "I am pretty sure that it was added recently" is beyond comical as it implies you are aware of content in the FAQ of the Hyundai USA site and when it gets updated.

You'd think that after being on here since 2009 and posting 11,202 times (let me do the math, 100 months since Jan 2009 = ~3040 days so that means 11202/3040 = 3.68 posts PER DAY - WOW!), you'd get some things right or at least get some humility. Nope, same old opinions across ALL subjects. And then ultra defensiveness.

 

[Mark_888]

Nice try to twist my point. I was correcting you on your assertion that a company would NEVER admit to something they don't provide.

I did not use the word "NEVER." What I clearly meant is that they are not going to provide a list of EVERYTHING they don't provide. Hyundai Motor America does not provide massages to customers in the service waiting rooms (although some dealers may do that on their own), but Hyundai Motor America doesn't have to tell us they don't do that.

Based on the various discussions on this forum since 2009 that I have read, the question of loaners is something that a lot people have asked about, and it was frequently discussed on this forum. This thread was first time anyone has mentioned that FAQ weblink where Hyundai specifically clarified it, so I don't think it unreasonable to suspect that it is relatively new. But previously, Hyundai Motor America made it clear when customers contacted them that loaners were not guaranteed in every service situation.

I have made my share of mistakes on this forum, and I am willing to admit new errors when they occur. My orginal answer was correct about the Hyundai policy regarding loaners, and it was correct regardless of whether Hyundai Motor America mentioned that on their website or not, because they have told many owners that when asked.