Guess Which Luxury Marque Topped The New 2023 CSI Study?

[Tau]

It’s Lexus, again. Genesis is dead last!

If you think of new and creative excuses for GMA dealers’ continued abysmal service performance, please post for entertainment. (see exclusions below)

(EXCLUDED EXCUSES: Pandemic, Global warming, Inventory shortage, Parts shortage, Tech shortage, Lipstick/pig shortage, Competence and honesty shortage, Egg prices, Dog ate homework, Cost of new dealership, GMA violated franchise laws, No federally funded training program, GMA marketing created false expectations, Lexus is the problem, Customers are the problem, Life is hard for dealers)

Premium Cars

• Lexus: 902
• Porsche: 880
• Infiniti: 878
• BMW: 877
• Acura: 871
• Volvo: 868
• Cadillac: 865
• Audi: 855
• Mercedes-Benz: 855
• Genesis: 831

Premium SUVs​

• Lexus: 900
• Cadillac: 880
• Porsche: 880
• Infiniti: 878
• Acura: 868
• BMW: 862
• Volvo: 848
• Audi: 846
• Mercedes-Benz: 845
• Lincoln: 835
• Jaguar: 831
• Land Rover: 824
• Genesis: 811

 

[BuzzinHornets]

I have had my GV70 for a year now and the service has improved for me a great deal since the days of no loaners etc. My last 3 visits to the service dept. have been fantastic. As long as the improvement continues I will remain a happy Genesis customer.

 

[ultra63]

I have had my GV70 for a year now and the service has improved for me a great deal since the days of no loaners etc. My last 3 visits to the service dept. have been fantastic. As long as the improvement continues I will remain a happy Genesis customer.

Lexus was premium from the beginning. Hyundai/Genesis not so much

 

[Trixie86]

Who cares? Love my last 2 cars. Service has been great.

 

[BuzzinHornets]

Lexus was premium from the beginning. Hyundai/Genesis not so much

Perhaps the cars were, but they were also sold form Toyota Dealerships in the beginning. I'm sure the dealership experience was not a luxurious one for all customers back then either.

 

[Tau]

Perhaps the cars were, but they were also sold form Toyota Dealerships in the beginning. I'm sure the dealership experience was not a luxurious one for all customers back then either.

Au contraire!

 

[RCH04]

Perhaps the cars were, but they were also sold form Toyota Dealerships in the beginning. I'm sure the dealership experience was not a luxurious one for all customers back then either.

If I'm not mistaken, I thought when the Lexus brand was launched it was from the new Lexus dealerships only.

 

[Kassey22000]

LOL, all dancing around reality. Sure some of you have had a great experience and we’re all so happy for you. But for TOO many this has been a rollercoaster ride though new car hell!

If you want to buy a cheap ticket on that ride, just try to reach a human in the so-called National Consumer Affairs department with a case number? They are just a contracted boiler room call center with a new - but broken phone system and poor email routing issues (their description not mine!) Now documenting 28 attempted calls to the case worker, 23 emails (only 3 replied to in over 3 weeks) and ONLY ONE call to me from them. Or try reaching a human for escalation at the GMA HQ in FV (let alone the poor employee ratings for that HQ on GlassDoor). Or visiting a service department that is so chaotic that their one Genesis service writer QUIT! Or checking out the other many complaints on other forums, Reddit, consumer complaint sites.

Genesis is broken and NO excuse erases what should have been a fantastic car purchase and ownership experience for too many!

 

[BuzzinHornets]

If I'm not mistaken, I thought when the Lexus brand was launched it was from the new Lexus dealerships only.

I recall going to check out the new LS as a kid with my dad. It was in the Toyota showroom. Maybe it was different in other parts of the country.

 

[Kassey22000]

I recall going to check out the new LS as a kid with my dad. It was in the Toyota showroom. Maybe it was different in other parts of the country.

Does it really make any difference Buzz? Genesis BLEW IT - they didn’t invest in this market in advance and despite all their over-the-top marketing hype - the Korean owners/top executives have NO idea how to sell/service a luxury brand in this market!

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[BuzzinHornets]

Does it really make any difference Buzz? Genesis BLEW IT - they didn’t invest in this market in advance and despite all their over-the-top marketing hype - the Korean owners/top executives have NO idea how to sell/service a luxury brand in this market!

You are mad a Genesis not me dude. If you did not want to converse why did you quote my post?

 

[Jhon]

Reading all the complaints here about poor service disappoints me. Especially where people can not get the valet service that is included in the purchase price. And some that have to wait weeks to get a service appointment and some that have to wait months to get a part. I have owned Hyundais in the past and had excellent service for the dealerships. I don't know why this does not transfer over to Genesis.

That being said, I got great service from Genesis of Naples (FL) on my first and only service. So I guess I am one of the lucky ones. I love my car and if I had to buy a new car today, it would be another Genesis. (Although I kind of like the look of the new Santa Fe that is comming out soon.)

 

[Trixie86]

Reading all the complaints here about poor service disappoints me. Especially where people can not get the valet service that is included in the purchase price. And some that have to wait weeks to get a service appointment and some that have to wait months to get a part. I have owned Hyundais in the past and had excellent service for the dealerships. I don't know why this does not transfer over to Genesis.







That being said, I got great service from Genesis of Naples (FL) on my first and only service. So I guess I am one of the lucky ones. I love my car and if I had to buy a new car today, it would be another Genesis. (Although I kind of like the look of the new Santa Fe that is comming out soon.)

Well I think we are the majority. Good vehicles and service. Forums are either informative or a whining session. Gotta cherry pick the subjects.

 

[Kassey22000]

You are mad a Genesis not me dude. If you did not want to converse why did you quote my post?

I apologize Buzz. I was a bit wound up after getting disconnected by phone again from Gen CS support while I was responding here. Happy driving.

 

[YEH]

Look, think we pretty much all know this by now, and it's hardly surprising since Genesis is still overwhelmingly serviced at Hyundai dealerships, so really no point in continuing to cry about it ad nauseum until we see what the scores end up being once the Genesis dealer network has been built out.

While Genesis, of course, needs to improve in this area, if had to choose btwn "better" product or better service as being more important, would choose better product.

Before the chip shortage hit, Lexus and Acura were discounting their best sellers, the RX and MDX, pretty heavily.

LR, according to JDP has a poor CSI score, and yet, they can't keep up w/ demand p, with buyers having to pay a premium.

Conversely, Cadillac and Infiniti are up there and yet, aside from the Escalade, both have to discount more than other lux brands.

Does it really make any difference Buzz? Genesis BLEW IT - they didn’t invest in this market in advance and despite all their over-the-top marketing hype - the Korean owners/top executives have NO idea how to sell/service a luxury brand in this market!

It's the dealerships which have to invest millions, not Genesis, and once Genesis was sued over the initial plan for a 100 dealer network, that pretty much stalled/delayed the build out of standalone dealerships as there wasn't enough production capacity to adequately supply each franchisee w/o them incurring heavy losses yearly.

 

[Kassey22000]

I hear ya YEH, but that don’t explain the completely awful lack of adequate investment in Customer Services and tech support from Genesis in the US market. Have you ever received a case number/handler and tried to get help when your dealer was a blooming disaster?

Genesis touts this fantastic Concierge Service + National Consumer Affairs and yet with over 29 calls (just updated today) + 26 emails, over 4 weeks, with only one call-back and a couple of emails (often 3 days to 1 week later) from the NCA offices in AZ, with no solution to multiple issues it’s not the dealer’s fault in those situations and still, it’s GMA and its corporate parent’s responsibility to fund and manage those operations properly.

 

[YEH]

^ Agree w/ that.

Genesis corporate needs to do a better job w/ the things that they  are able to control.

Another thing is that Hyundai's CSI ranking has dropped over the past few years (they used to be above the industry average).

Shouldn't be that way as Hyundai dealerships are much more profitable now. (one head of a dealer group noted the surprise that his Hyundai dealership is the most profitable).

 

[Subzero13]

One day we will move up one spot. You watch!

 

[MHT]

It’s Lexus, again. Genesis is dead last!

If you think of new and creative excuses for GMA dealers’ continued abysmal service performance, please post for entertainment. (see exclusions below)

(EXCLUDED EXCUSES: Pandemic, Global warming, Inventory shortage, Parts shortage, Tech shortage, Lipstick/pig shortage, Competence and honesty shortage, Egg prices, Dog ate homework, Cost of new dealership, GMA violated franchise laws, No federally funded training program, GMA marketing created false expectations, Lexus is the problem, Customers are the problem, Life is hard for dealers)

Premium Cars

• Lexus: 902
• Porsche: 880
• Infiniti: 878
• BMW: 877
• Acura: 871
• Volvo: 868
• Cadillac: 865
• Audi: 855
• Mercedes-Benz: 855
• Genesis: 831

Premium SUVs​

• Lexus: 900
• Cadillac: 880
• Porsche: 880
• Infiniti: 878
• Acura: 868
• BMW: 862
• Volvo: 848
• Audi: 846
• Mercedes-Benz: 845
• Lincoln: 835
• Jaguar: 831
• Land Rover: 824
• Genesis: 811

The following is J D power’s rating for Genesis in 2023:


Customer service is important to me and I have been fortunate that that has not been a problem for me, however I find it more beneficial to own a dependable car that I don’t have to spend time in the service department with. I believe this is the second year in a row that Genesis has been rated #2 for reliability.