Is Genesis Being Discontinued

[rickgans]

I have been a Genesis owner (2017 G90 and 2020 G90) pretty much since day one. My expectations for a new brand were tempered but the promise of separate dealerships was a reason for hope that I would soon be dealing with a brand that had its own building, employees and processes. The reality is that none of that happened and in the intervening 5 years, things have only gotten worse.

I have been trying to have my car serviced for over two weeks. Appointments with my selling dealership resulted in 2 no shows for valet appointments. Calls to another dealer resulted in unreturned phone calls to even book an appointment. In that case the dealer thought a Genesis was a Nissan vehicle. In the past I called the Customer Assistance Center for help and received courteous and real help. Now that is no longer the case. The customer service rep said he would set up an appointment for me and email me back. When nothing came, I opened up a formal case. But there was no follow up on that, or any response when I used the system to inquire about the case.

Today when I tried to call the Customer Assistance Center, the menu included a choice to find out about the Closure of Genesis US National Headquarters. That was not a good sign. I used the selection to inquire about an open case and the message said there was a 30 minute wait. After 15 minutes it said there is a 25 minute wait and after 20 minutes it said there is a 30 minute wait. That call was clearly going nowhere and I wasn't going to continue to wait on hold for an undetermined amount of time.

So is Genesis closing up operations in the US? If so, what do owners do about warranty work on their vehicles? I am tempted to just park the car at the Hyundai dealership where it was leased, leave the keys in the night deposit and put a note in the car that I am done with Genesis. But I will first consult my attorney about what I should really do since my car has a service issue that I cannot get resolved and I likely need to follow the lemon law procedures first in order to protect my rights.

Are we seeing the end of Genesis?

 

[GarnetTy1473]

Genesis isn't going anywhere. They are still working on weeding out the bad dealers. From what I see on my side (the dealers side), is that they are making it harder and harder for dealers to make any money selling and servicing the vehicles. This will close up those poor performing dealers, and only leave the ones that are willing to put in the time and effort to make it successful. Eventually it'll all come around, it just might take another year or 2.

 

[goG80go]

I am a happy new G80 owner. Mind you, happy with the car, not the dealership experience.
There is no way the majority of luxury car buyers will put up with the current dealership experience, IE Hyundai.
I really want Genesis to succeed. They need to service/deal with Genesis buyers as if they are buying a luxury car. If I am to spend $70K on a car, I don't want to wait for three Hyundai accent customers to be handled before I am tended to. I pay more for a better experience which is not what I have experienced.

 

[Pope1944]

I recently took my 2017 G80 to the nearest dealer Huffines Hyundai in Plano, TX. After a bit of a run around (I was told the service advisors were too busy to talk to me...they weren't, they were both flirting with a female customer) I was sent to a scheduler who told me that the first opening was three days away and I would not be able to wait for the car. When I asked for help registering my ownership with Genesis because their web site has issues I was told "Oh, we can't help you with that. You didn't but the car from us. (A genesis corporate person had told me any dealer could help me.)I walked out. The next dealer was 22 miles away Huffines Hyundai of McKinney (oh-oh). I waited in line and by luck got the service manager to wait on me. When I mentioned the experience at the sister dealer a voice from somewhere in the room said "Not the first time we've heard that".
The service manager was great. Answered all my questions and then took me on a test drive for 15 minutes. He even pointed out some things I had missed in the owner's manual. This dealership is an hour's drive from my house but they have my business. I later got through to a corporate employee who was very helpful in getting me registered as a user so I could update the nav. (Then I found out a new version is coming out in a few weeks so I will wait).
My point is, hang in there. They are wonderful cars and worth sorting through the bad apples to find someone who actually wants to help.

 

[PMCErnie]

I have been a Genesis owner (2017 G90 and 2020 G90) pretty much since day one. My expectations for a new brand were tempered but the promise of separate dealerships was a reason for hope that I would soon be dealing with a brand that had its own building, employees and processes. The reality is that none of that happened and in the intervening 5 years, things have only gotten worse.

I have been trying to have my car serviced for over two weeks. Appointments with my selling dealership resulted in 2 no shows for valet appointments. Calls to another dealer resulted in unreturned phone calls to even book an appointment. In that case the dealer thought a Genesis was a Nissan vehicle. In the past I called the Customer Assistance Center for help and received courteous and real help. Now that is no longer the case. The customer service rep said he would set up an appointment for me and email me back. When nothing came, I opened up a formal case. But there was no follow up on that, or any response when I used the system to inquire about the case.

Today when I tried to call the Customer Assistance Center, the menu included a choice to find out about the Closure of Genesis US National Headquarters. That was not a good sign. I used the selection to inquire about an open case and the message said there was a 30 minute wait. After 15 minutes it said there is a 25 minute wait and after 20 minutes it said there is a 30 minute wait. That call was clearly going nowhere and I wasn't going to continue to wait on hold for an undetermined amount of time.

So is Genesis closing up operations in the US? If so, what do owners do about warranty work on their vehicles? I am tempted to just park the car at the Hyundai dealership where it was leased, leave the keys in the night deposit and put a note in the car that I am done with Genesis. But I will first consult my attorney about what I should really do since my car has a service issue that I cannot get resolved and I likely need to follow the lemon law procedures first in order to protect my rights.

Are we seeing the end of Genesis?

SPECIFICALLY, what number did you call to hear the message that Genesis US headquarters is closing? There are plenty of other “Genesis” businesses in the USA. I’m guessing you called the wrong number.

 

[goG80go]

SPECIFICALLY, what number did you call to hear the message that Genesis US headquarters is closing? There are plenty of other “Genesis” businesses in the USA. I’m guessing you called the wrong number.

I too heard the message regarding HQ when calling consumer assistance @ 844-340-9742

 

[goG80go]

I recently took my 2017 G80 to the nearest dealer Huffines Hyundai in Plano, TX. After a bit of a run around (I was told the service advisors were too busy to talk to me...they weren't, they were both flirting with a female customer) I was sent to a scheduler who told me that the first opening was three days away and I would not be able to wait for the car. When I asked for help registering my ownership with Genesis because their web site has issues I was told "Oh, we can't help you with that. You didn't but the car from us. (A genesis corporate person had told me any dealer could help me.)I walked out. The next dealer was 22 miles away Huffines Hyundai of McKinney (oh-oh). I waited in line and by luck got the service manager to wait on me. When I mentioned the experience at the sister dealer a voice from somewhere in the room said "Not the first time we've heard that".
The service manager was great. Answered all my questions and then took me on a test drive for 15 minutes. He even pointed out some things I had missed in the owner's manual. This dealership is an hour's drive from my house but they have my business. I later got through to a corporate employee who was very helpful in getting me registered as a user so I could update the nav. (Then I found out a new version is coming out in a few weeks so I will wait).
My point is, hang in there. They are wonderful cars and worth sorting through the bad apples to find someone who actually wants to help.

They do need to and from what I read, are starting to, weed out the bad Genesis dealers. But that will result in even fewer dealers that many would not travel long distance to use. Hopefully the GV80 sales will help get this dealership thing sorted out. The Genesis lineup is so fantastic it must succeed!

 

[PMCErnie]

I too heard the message regarding HQ when calling consumer assistance @ 844-340-9742

That number is for ROADSIDE ASSISTANCE. Calling that number results in a dead-end loop when seeking info regarding any HQ closure. I’m guessing it once related to Covid closures. Just my hunch. Obviously, though, they need to fix their phone routing/messaging problems pronto. If they were shutting down their HQ Tiger Woods would have told us by now.

 

[Pope1944]

The Corporate person I talked with told me the Corporate Headquarters was temporarily shut down and they were all working from home which has caused some communication issues. I asked if I could snail mail some documents she said there would be no one there to receive them. In addition they have some issues with the website. However, as I reported earlier in this thread, the young lady was quite helpful and walked me through what I needed to do. I called the 844-340-9741 number. You have to pick through the options and wait (in my case less than 10 minutes) for a real person.

 

[goG80go]

That number is for ROADSIDE ASSISTANCE. Calling that number results in a dead-end loop when seeking info regarding any HQ closure. I’m guessing it once related to Covid closures. Just my hunch. Obviously, though, they need to fix their phone routing/messaging problems pronto. If they were shutting down their HQ Tiger Woods would have told us by now.

My error. I actually called 844-340-9741. I wrote -9742 as a typo.
I too did not read too much in to the message as lot's of places are temporarily closed due to COVID.

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