ryan_g
Hasn't posted much yet...
- Joined
- Oct 10, 2014
- Messages
- 135
- Reaction score
- 158
- Points
- 43
- Location
- Culver City, CA
- Genesis Model Type
- Genesis G70
Hey all,
I have been going through absolute hell trying to get my window trim pieces replaced under warranty and wanted to share my experience thus far in hopes that someone may be able to help.
I brought this to my dealer's (Genesis Santa Monica) attention way back in October 2021. At this time, my car was just over two years old and had just under 36,000 miles. The issue had been present for at least a year prior to that, but I just hadn't made the effort to get it fixed until then. The dealership said it would be no problem, they'd order the trim pieces and get them replaced under warranty. However, the parts were allegedly backordered, so it might be a bit.
Fast forward a few months, they finally have the pieces in. I set up an appointment and took my car in. Upon picking it up, I discovered that not only did they only have *one* of the pieces, that piece had arrived scratched. They said they'd order a new one. When I brought up that all of the pieces were supposed to be getting replaced, they seemed confused but said they'd order the parts. Again, we waited.
Finally, in April of this year, they told me the parts had all arrived. I set up another appointment and dropped my car off for the day. When I came back to pick it up, I inspected the trim pieces to make sure everything looked as it should. To my surprise, the warped look was very much still present, albeit a little bit less noticeable in some areas. I asked the dealership what in the world was going on and they told me that Genesis had denied the warranty claim and insisted that they polish the pieces with some special product. I, of course, am left wondering what the hell I've been waiting for for the last 6 months. I told the dealership this wasn't an acceptable solution as the problem is still very much there, and they essentially told me I'd have to take it up with Genesis themselves. So I did.
This is where the real problems begin. I got a case number later that week in April. Genesis eventually got in touch with me in May to set up an appointment for a body shop to look at the trim pieces to give them their opinion, which seemed unnecessary but was a hoop I was willing to jump through to get it done. I was traveling for a few weeks and finally took the car in on June 10. The body shop agreed that the trim pieces needed to be replaced and left a voicemail for the representative I'd been working with at Genesis. The body shop didn't hear back for about two weeks, so I followed up with Genesis and asked them what was going on. They claimed that they never got a voicemail, and I told them fine, but can you get this figured out ASAP? Call the body shop, email them, I don't care what you do but get it solved. Another week goes by and it's all radio silence from Genesis. Finally, on June 30 – about to enter month 9 of this ordeal – the body shop calls me to let me know that Genesis has finally gotten back to them. Initially, that seemed like great news – until the body shop told me that Genesis was insisting they polish the trim pieces with a special product. Which is exactly what had already been done at the dealership, which I told Genesis when I started this process with them, and which they are well aware does not work. I told them that that isn't an option and that I would get in touch with Genesis to figure out what the hell is going on.
I left a voicemail for the representative at Genesis on Tuesday and have yet to hear back.
I truly am baffled by the complete lack of customer service and timeliness to resolve something that will cost Genesis maaaaybe a few hundred bucks. It's not like I'm trying to have an engine replaced (though that would be even more pressing), it's a very simple warranty claim that should absolutely be covered without question or hesitation. And yet, 9 months later, I still have no solution and am left with window trim that looks like it's 20 years old.
At this point, I'm extremely frustrated and have been almost completely turned off from the brand as a whole, and this is coming from someone who has always been a huge Genesis advocate.
If anyone has gotten these pieces replaced under warranty and/or has any advice, I am all ears!
I have been going through absolute hell trying to get my window trim pieces replaced under warranty and wanted to share my experience thus far in hopes that someone may be able to help.
I brought this to my dealer's (Genesis Santa Monica) attention way back in October 2021. At this time, my car was just over two years old and had just under 36,000 miles. The issue had been present for at least a year prior to that, but I just hadn't made the effort to get it fixed until then. The dealership said it would be no problem, they'd order the trim pieces and get them replaced under warranty. However, the parts were allegedly backordered, so it might be a bit.
Fast forward a few months, they finally have the pieces in. I set up an appointment and took my car in. Upon picking it up, I discovered that not only did they only have *one* of the pieces, that piece had arrived scratched. They said they'd order a new one. When I brought up that all of the pieces were supposed to be getting replaced, they seemed confused but said they'd order the parts. Again, we waited.
Finally, in April of this year, they told me the parts had all arrived. I set up another appointment and dropped my car off for the day. When I came back to pick it up, I inspected the trim pieces to make sure everything looked as it should. To my surprise, the warped look was very much still present, albeit a little bit less noticeable in some areas. I asked the dealership what in the world was going on and they told me that Genesis had denied the warranty claim and insisted that they polish the pieces with some special product. I, of course, am left wondering what the hell I've been waiting for for the last 6 months. I told the dealership this wasn't an acceptable solution as the problem is still very much there, and they essentially told me I'd have to take it up with Genesis themselves. So I did.
This is where the real problems begin. I got a case number later that week in April. Genesis eventually got in touch with me in May to set up an appointment for a body shop to look at the trim pieces to give them their opinion, which seemed unnecessary but was a hoop I was willing to jump through to get it done. I was traveling for a few weeks and finally took the car in on June 10. The body shop agreed that the trim pieces needed to be replaced and left a voicemail for the representative I'd been working with at Genesis. The body shop didn't hear back for about two weeks, so I followed up with Genesis and asked them what was going on. They claimed that they never got a voicemail, and I told them fine, but can you get this figured out ASAP? Call the body shop, email them, I don't care what you do but get it solved. Another week goes by and it's all radio silence from Genesis. Finally, on June 30 – about to enter month 9 of this ordeal – the body shop calls me to let me know that Genesis has finally gotten back to them. Initially, that seemed like great news – until the body shop told me that Genesis was insisting they polish the trim pieces with a special product. Which is exactly what had already been done at the dealership, which I told Genesis when I started this process with them, and which they are well aware does not work. I told them that that isn't an option and that I would get in touch with Genesis to figure out what the hell is going on.
I left a voicemail for the representative at Genesis on Tuesday and have yet to hear back.
I truly am baffled by the complete lack of customer service and timeliness to resolve something that will cost Genesis maaaaybe a few hundred bucks. It's not like I'm trying to have an engine replaced (though that would be even more pressing), it's a very simple warranty claim that should absolutely be covered without question or hesitation. And yet, 9 months later, I still have no solution and am left with window trim that looks like it's 20 years old.
At this point, I'm extremely frustrated and have been almost completely turned off from the brand as a whole, and this is coming from someone who has always been a huge Genesis advocate.
If anyone has gotten these pieces replaced under warranty and/or has any advice, I am all ears!
