What do you want Genesis to do?

[Tau]

GMA would be wise to suspend their misleading marketing messaging, (some real gems below), until they get their act together.


"We Are Here to Exceed Your Expectations"

"At Genesis, we take a distinctly Korean approach to customer service, where we embrace the concept of “Son-nim,” which translates to “honored guest.”

"At Genesis, attention to detail and exemplary service are standard."

 

[ras61]

"At Genesis, we take a distinctly Korean approach to customer service, where we embrace the concept of “Son-nim,” which translates to “honored guest.”

Yeah, about as "honored" as Ralph Kramden treated his Mother In Law

Clearly they're hoping their build quality and price advantage over other premium makers will gain them market share in spite of their dealers. Frankly I doubt things will improve much when the stand alone locations are more common, probably just next door and owned by the same people, will be a separate building but the same attitude towards customer service

 

[Jhon]

GMA would be wise to suspend their misleading marketing messaging, (some real gems below), until they get their act together.


"We Are Here to Exceed Your Expectations"

"At Genesis, we take a distinctly Korean approach to customer service, where we embrace the concept of “Son-nim,” which translates to “honored guest.”

"At Genesis, attention to detail and exemplary service are standard."

Some of us do get that treatment. But it looks like a lot of you don't.

 

[DS9]

I think the separation from Hyundai will make a huge difference. Both my wife and I got Genesis EVs in August from an Hyundai / Genesis dealership in Charlotte and the sales experience was pretty bad. I walked out of the finance office when they tried the bait and switch and eventually they got back to the deal that I had negotiated days before.

My wife refinanced her GV60 with our credit union and it was a lot of broken commitments and lack of communication around her gap refund. We'd been given the run around for almost 2 weeks. After going to the dealership again, we found out that they now had a dedicated Genesis GSM and he said he would handle it. A few hours later her check was ready.

I had a valet appointment on Friday @ 9am. Initially the valet driver left late, then turned back and went to the dealership because he wasn't that familiar with EVs and he thought the SOC (@55%) was too low. He showed up the second time with a G70. The rental coordinator authorized my cc twice for $200 each. We called the Genesis GSM and gave him the feedback and he apologized and promised that he would address the issues.

He called back, gave an eta on my car, reversed the authorizations on my card, confirmed that he had conversations with all the staff involved and sent us a steakhouse gift card for date night on them. While we appreciate the gift card, we just really wanted him to be aware of our experience and address the issues so other customers wouldn't have them.

We called him twice and he has delivered on both occasions. The standalone location should be completed in February we look forward to the elevated experience from Genesis.

 

[Ixlr8]

Genesis should try to repatriate their former customers through some incredibly expensive offerings. Genesis, never gonna be screwed again.

 

[ras61]

Genesis should try to repatriate their former customers through some incredibly expensive offerings. Genesis, never gonna be screwed again.

Genesis should and could do a lot of things, and it wouldn't even have to be expensive, but in reality they are all talk and no action. The claims of the Genesis Experience where the purchasing of a new auto isn't a transaction but the beginning of a new relationship and being an honored guest where the experience is anything but ordinary is nothing more than a lot of empty marketing rhetoric. In reality they do nothing to attract or retain consumers, and in my case actually alienated me to the point where they drove me into the arms of one of their competitors - in a few days I'll be closing on an Audi A6 Allroad instead of the GV80 I had my checkbook open to buy.

Some dealers seem good, but most seem bad, and none seem to meet their lofty goals for customer service. It will be interesting to see how much damage they actually end up doing to their brand, they could be the text book case taught at business schools in the future of how not to roll out a new brand or treat your customers.

On a parting note since I won't be a Genesis owner, I'd like to thank everyone on this forum for their help and feedback, I only wish Genesis was as friendly and helpful. Best of luck to you all and your autos, and hopefully the brand soon pulls it's head out of their a$$.

Regards,
Russ

 

[PaininDbutt]

^^^^. As a person who just parted ways with his Audi all I can say is you’ll love it. With that being the case I’ve had a lot of cars and it’s always a crap shoot with the dealership as it’s not the building but those folks who reside in it lol. What color Allroad were you able to get ?

 

[ras61]

Dark blue with beige interior and the Full Body Paint Option where the wheel wells are the same color as the rest of the car instead of black/dark gray. The last option, which I think looks so much better, made finding one very hard; besides the Allroad not being very plentiful, most dealers only have a couple on their lots, even fewer come with Full Body Paint. The dealer worked hard to find one and bring it in, a totally different experience than I got from Genesis

 

[PaininDbutt]

I wish you well and am very glad you were able to get exactly what you wanted / needed.

 

[EdP]

Genesis should and could do a lot of things, and it wouldn't even have to be expensive, but in reality they are all talk and no action. The claims of the Genesis Experience were the purchasing of a new auto isn't a transaction but the beginning of a new relationship and being an honored guest where the experience is anything but ordinary is nothing more than a lot of empty marketing rhetoric. In reality they do nothing to attract or retain consumers, and in my case actually alienated me to the point where they drove me into the arms of one of their competitors - in a few days I'll be closing on an Audi A6 Allroad instead of the GV80 I had my checkbook open to buy.

Some dealers seem good, but most seem bad, and none seem to meet their lofty goals for customer service. It will be interesting to see how much damage they actually end up doing to their brand, they could be the text book case taught at business schools in the future of how not to roll out a new brand or treat your customers.

On a parting note since I won't be a Genesis owner, I'd like to thank everyone on this forum for their help and feedback, I only wish Genesis was as friendly and helpful. Best of luck to you all and your autos, and hopefully the brand soon pulls it's head out of their a$$.

Regards,
Russ

Yes, it is a text book on how NOT to do it, starting about 2015 when they initially tried. The Hyundai dealers took them to court and effed up the plan. Many years later, they are finally rolling out some stand alone Genesis dealers.

One of the problems, dealers are independent businesses and Genesis does not have the control they would like on how things are done at the customer level. Franchise laws really did them in initially.

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[Ixlr8]

Hey Genesis. How about giving your loyal owners the keys to a new model for a week or two. An incentive to upgrade to a newer model.
It could be a thank you for supporting Genesis.
So far IMHO Genesis has managed to be the stingiest manufacturer in offering tangible extras that are expected by customers of a luxury car manufacturer.

 

[YEH]

There's a report out (not confirmed yet by HMG) that Genesis is finally getting around to developing a RWD hybrid powertrain - something that I've been saying that they should have been doing from pretty much the beginning.

If true, in all likelihood is a RWD application of the 2.5T hybrid system that is going in the next generation Palisade and Telluride.

Not having hybrids has cost them sales, but that probably didn't matter so much before when they were production capacity constrained.

 

[MichaelDee]

Would really appreciate it if Genesis stepped up and admitted that the delaminating/peeling leather dash (in the G90 line) is a manufacturing defect. They should offer no cost repair/replacement or at the very least offer a reasonable reduced cost repair/replacement. I have had several high end autos and have never experienced such a highly visible defect. Without some sort of relief, it is extremely likely this will be my first and last Genesis

 

[YEH]

^ They should do that (at the very least, offer a replacement at a subsidized price), but wouldn't exactly hold my breath on it.

Lexus had melting dashes and Acura, cracked ones - both issues ended up with class action law suits.

 

[Bob Foster]

Change the logo you copied from Chrysler. LOL

 

[Husky]

And Bentley and Mini and....

 

[007IOU]

And Bentley and Mini and....

Aston Martin....

 

[RCH04]

When you think about it, that's a lot of brands using a wing logo:

Aston Martin, Bentley, Chrysler, Genesis & Mini.

 

[EdP]

When you think about it, that's a lot of brands using a wing logo:

Aston Martin, Bentley, Chrysler, Genesis & Mini.

Don't forget the Stutz and many others

All car logo with Wings (about 60 brands)

Today there are hundreds of car marques, which logos are widely known and instantly recognizable across the globe. Some just represent the brand’s name, others feature abstract shapes and hidden meanings, but there is one symbol, which is very often used by the automakers for their visual...

1000logos.net

 

[YEH]

Change the logo you copied from Chrysler. LOL

Eh, it would take someone shape/design challenged to mistake the Genesis logo for Chrysler's (which is thinner and more elongated).

Plus, it would be almost easier to list the makes which don't use a winged emblem - as Aston Martin, Bentley, Chrysler, Mini, Austin-Healey, Morgan, Rezvani, Lagonda, Duesenberg, Hispano-Suiza, Suffolk, Continental Motors, Stutz, (Ford) Thunderbird, (Cadillac) Blackwing, Mazda, Hillman, Alta, SsangYong, Wuling, Carrozzeria Touring Superleggera, etc. all do so or did.

One was the first, so the rest "copied."

My issue with the Genesis wings is with the design - could have been a better, more striking design.

Genesis has a winged emblem in part because the Hyundai Equus had a winged horse emblem.