Concierge Service? What concierge Service

[L-Mann]

Ok, so just curious about other Genesis owners experience. I have had my 2017 G80 for 8 months with about 8000 miles on it. Within the past 3 weeks we moved from Westchester NY to Fairfield County CT. After my initial purchase in NY the car had to go back to the dealer for the infamous tire vibration problems, 4 appointments and 2.5 full sets of new tires later the problem was fixed (but we'll see what happens when th cold weather comes back). During that time I asked for them to pick up my car and drop off the loaner, the answer at that time was, "ummm I guess we can do that, but not until next week, if we get a loaner car for you". I declined and just dropped the car off and picked up the loaner, but I had to be there at their convenience. That dealer was +/- 3 miles from my former house so no real problem, bu I wanted to check out this service that was so highly touted at the purchase. OK, so now at the new house and a new dealer +/- 7 miles from my house. I pressed Bluelink to schedule my first service and that process went well, they were to contact the new dealer and make the arrangements for the swap. I didn't hear back that day. I received a call the next morning from Bluelink saying the the dealer was very busy and would call by end of business last Friday, that never happened, here it is late afternoon on Monday and still no contact and no scheduled service. Has anyone else used the concierge service with better results than me?

 

[EdP]

I pressed Bluelink to schedule my first service and that process went well, they were to contact the new dealer and make the arrangements for the swap. I didn't hear back that day. I received a call the next morning from Bluelink saying the the dealer was very busy and would call by end of business last Friday, that never happened, here it is late afternoon on Monday and still no contact and no scheduled service. Has anyone else used the concierge service with better results than me?

Seems like it is still a bit spotty. Every time I called they just wanted to know where to pick up the car, home or work. Others have had conflicting schedules with availability.

In your case, changing dealers it may be OK to call BlueLink but one you are established, I'd call the dealer directly. You get better answers talking directly to a person responsible rather than rely on a third party.

If you've been reading other posts here, Genesis dealer have been in a state of flux the past few months, but that should all be resolved soon.

 

[Mcc]

I'd call the dealer directly. You get better answers talking directly to a person responsible rather than rely on a third party.

Ditto, call the dealer and start a personal relationship with one of the service reps by name. He is going to be your go to guy time after time. That is unless you like to be driven crazy.

 

[Windchaser]

My dealer has been just about begging me to use the concierge service. I prefer to drop the car off since my schedule can be somewhat chaotic and it is easier for me to drop the car off and pick it up on my own schedule. However, the dealership is constantly letting me know the concierge service is available to me. I have always been given a loaner when I have dropped the car off.

 

[Paulsr]

My dealer has been just about begging me to use the concierge service. I prefer to drop the car off since my schedule can be somewhat chaotic and it is easier for me to drop the car off and pick it up on my own schedule. However, the dealership is constantly letting me know the concierge service is available to me. I have always been given a loaner when I have dropped the car off.

Seems every dealer has his own issues. Mine has pushed me off two weeks now saying he currently has no loaner and I am talking directly with service rep.

 

[Paulsr]

Seems every dealer has his own issues. Mine has pushed me off two weeks now saying he currently has no loaner and I am talking directly with service rep.

Now I am still being pushed off even though I talking directly with service manager. He politely explained that they have no loaners; no Genesis and no Hyundai either. He said probably at the beginning of Sept because every month they "recycle" the loaners. It's now been one month and no loaner available. Some consierge service!!

 

[EdP]

Now I am still being pushed off even though I talking directly with service manager. He politely explained that they have no loaners; no Genesis and no Hyundai either. He said probably at the beginning of Sept because every month they "recycle" the loaners. It's now been one month and no loaner available. Some consierge service!!

Sounds like your dealer sucks. I'd contact Genesis and see what they have to say. No way should they be pushing you off weeks at a time.

 

[Paulsr]

Sounds like your dealer sucks. I'd contact Genesis and see what they have to say. No way should they be pushing you off weeks at a time.

Talked to the GM at my dealer. He says the problem will continue for two more months. He will definately be a dealer but the whole "situation" with Hyunda and Genesis is up in the air hence he has no loaners. Seems to be a pattern of dealers blaming Hyundai/Genesis. All I can say is they don't have there act together. Dumb way to run a business.

 

[Paulsr]

Sounds like your dealer sucks. I'd contact Genesis and see what they have to say. No way should they be pushing you off weeks at a time.

Took your advice. Genesis customer was very responsive. Within 12 hours they called me and the dealer. Responsive but ineffective. He checked with the dealer then told me what I already knew. No cars available for loan. Dealer told him he has seven customers waiting for loaners and my request is in the pile (where it has been for a month). There is no resolution and no commitment as to when things will change. Oh, they will service the car if I don't need a loaner.

 

[Nobody]

Thanks for sharing.

These stories make me nervous.

For me, I’m working with my dealer (Alexandria Genesis) for scheduling my first service. Thus far, the “only” Genesis service manager emailed back after 2 days to advise me he no longer worked there but would forward my email to the overall service manager. 5 days later with no reply email, I called today to schedule something for next week as a drop off and pick up next day loaner scenario. About 1 hour later, I get a voicemail asking for me to confirm the appontment. Will call back to see what’s going on tomorrow.

2018. Can’t answer emails or get the Genesis app to work as “the connection to the dealer service is not working.”

So far, not impressed with the “new luxury” standard. I’m not asking for much in my book except informative, responsive, and insightful customer service.

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[Mcc]

Thanks for sharing.

These stories make me nervous.

Granted the dealer should do better, you would have save yourself if you had read my previous post here in this thread. “call the dealer and start a personal relationship with one of the service reps by name. He is going to be your go to guy time after time. That is unless you like to be driven crazy.”

Forget email and the app for the time being.

 

[Nobody]

You’re right MCC. FWIW, I did talk with the previous Genesis advisor and built a relationship. Am sad he is gone. That said, I will be doing all the requests via phone now.

 

[Paulsr]

Talked to the GM at my dealer. He says the problem will continue for two more months. He will definately be a dealer but the whole "situation" with Hyunda and Genesis is up in the air hence he has no loaners. Seems to be a pattern of dealers blaming Hyundai/Genesis. All I can say is they don't have there act together. Dumb way to run a business.

Genesis states in there announcement of the dismal sales figures for August that "importation of model year 2018 vehicles was stopped in the spring". That would explain why my dealer's current stock is one G80 and one G90. Consequently they have suspended the loaner program as they have no demo's to loan. How can Genesis promote a consierge service then cut off shipments ? Gee, no cars to loan out. Duh! Appears I will be waiting over three months total for service and then I won't be surprised if there is a shortage when shipping resumes due to pent up demand and they add another three months to the wait. They may be setting themselves up for a class action if this continues.

 

[BillN]

I had need for valet service this week and was pleasantly surprised when the service manager didn't skip a beat when I asked for the valet service (I'm 26 miles from the dealer). Sure enough, they showed up with a G80 5.0 loaner yesterday, the same model as mine. It just depends on the dealer inventory I guess...

 

[PMCErnie]

The bungling continues. I’m surprised that one of you lawyers hasn’t started a class action lawsuit long before now. Hyundai/Genesis deserves a real strong response.

 

[EdP]

The bungling continues. I’m surprised that one of you lawyers hasn’t started a class action lawsuit long before now. Hyundai/Genesis deserves a real strong response.

To gain what? We know the dealership thing is in a state of flux for another month or two and complaining is not going to get it fixed any sooner. May even delay things if they have to take lawyers from getting things resolved to instead solve someone's hissy fit for lack of a loaner. Most everyone here is aware of the problem and we have to deal with it short term.

 

[ifonline]

I’m surprised that one of you lawyers hasn’t started a class action lawsuit long before now.

It makes me laugh when people trot out the "class action lawsuit" angle in response to any and all perceived wrongdoings. I'm curious what the claim would be to support a lawsuit against Hyundai/Genesis and why anyone should believe there are enough people harmed by Hyundai/Genesis with the same claim to constitute a class.

 

[Topster]

Talked to the GM at my dealer. He says the problem will continue for two more months. He will definately be a dealer but the whole "situation" with Hyunda and Genesis is up in the air hence he has no loaners. Seems to be a pattern of dealers blaming Hyundai/Genesis. All I can say is they don't have there act together. Dumb way to run a business.

Have the same BS problem. My 2016 roof is AGAIN rattling after having had a total roof replacement done last year. Have called dealer service 3 weeks ago. Left message. NO ONE called me back. Called again this past Monday and NO ONE called me back. Called sales person. He did call me back and told me due to Hyunda/Genesis BS, they have no loaners. WTF? He said he would contact owner and see if they could put a dealer plate on a used 2017 to loan me. Have not heard back from salesperson on 2 days. Reallt think I am done with this POS Genesis and the dealership. Time to move to Lexus or Caddy.....

 

[Windchaser]

Called to schedule an oil change this morning and the dealer asked if I was dropping it off or if they were picking it up. I told them I would drop it off and would need a loaner. They said no problem. The only thing is I may not get a Genesis.

I think this is a dealer issue, not a Genesis issue.

 

[Topster]

It IS a dealer problem along with Genesis and Hyundai. I was told by sales person the reason no Genesis loaners is due to negotiations going on. 2019 cars are all waiting for shipment until they decide just how they will handle the sales of the Genesis and Hyundai. My dealer was told they would get a new building just for Genesis and then it became they would get a new addition to their present building with a seperate Genesis service area etc etc. They have no idea WTF is going on and the customers have to suck it up. Maybe when the realize they will be losing customers they might get their heads out of their asses. I know that I for one, will NOT be getting another Genesis or Hyundai again. And I have had new ones since 2010. No more. Lexus or Caddy.