My Shocking Genesis Dealership Experience...

[Trixie86]

The rest of your post was well worded and respectful - like most of your other posts I've read over the years.
But for this part - obviously I was not replying to you, and unless G starts remembering their original target market I likely wont, at this point.


Brand loyalists will remain brand loyalists 95% of the time when it comes to BMW/Merc/Audi/Lex/Jag/Porsche and others. Genesis was not and is not drawing many established buyers away from those brands. There are some - sure, but they are very much in the minority.

But what they were doing - and what they had been doing from the very beginning - is intercepting a lot of would-be/future buyers of those brands. People who were looking to step up in car class into performance, luxury or both - and who realized they didn't need to pay 30-40% more to get almost the same level of vehicle. This was the original target market. They've shifted market focus, however - thinking they have what it takes to play much deeper in the big-boy pond. Sure - they are getting sales... but they would get a lot more if they went back to what they were doing well and again start targeting the infinite pool of people looking to step up their vehicle game without breaking the bank rather than pricing cars into six figures and building empty, expensive service lounges. They could have easily fixed their service and and dealership experiences without going that route - and not having to pass those costs on to the customer.

For lack of better extrapolations (at least with regards to vehicles) - Genesis was to Hyundai what Buick and Mercury were to Chevy and Ford: Pretty darn nice alternatives to step up from those last two without having to fork over the coin to go to Caddy or Lincoln. It was a good spot for Genny to be in. I guess nothing lasts forever.

Except your boring posts.

 

[steveinarizona]

Brand loyalists will remain brand loyalists 95% of the time when it comes to BMW/Merc/Audi/Lex/Jag/Porsche and others. Genesis was not and is not drawing many established buyers away from those brands. There are some - sure, but they are very much in the minority.

I was a brand loyalist at BMW and reluctantly changed to the Genesis not because of price but because of features and lack thereof (design in the case of BMW).

 

[steveinarizona]

The rest of your post was well worded and respectful - like most of your other posts I've read over the years.
But for this part - obviously I was not replying to you, and unless G starts remembering their original target market I likely wont, at this point.

Thank you. My point is that you have forcefully and articulately made your point. Some may agree, some may disagree. But it is time to let it go as the entire string is getting repetitious.

 

[srobak]

Except your boring posts.

Well - they got you engaged in a thread you weren't otherwise participating in. So.... yeah, sure.

I was a brand loyalist at BMW and reluctantly changed to the Genesis not because of price but because of features and lack thereof (design in the case of BMW).

I was a BMW loyalist too - specifically 7 series. I am genuinely curious though - what features in what series & year was BMW lacking in, and/or design elements which Genesis had and lured you over from?

My point is that you have forcefully and articulately made your point. [...] But it is time to let it go as the entire string is getting repetitious.

Duly noted, and agreed. I am curious on the above question though.

 

[Backslack]

Brand loyalists will remain brand loyalists 95% of the time when it comes to BMW/Merc/Audi/Lex/Jag/Porsche and others. Genesis was not and is not drawing many established buyers away from those brands. There are some - sure, but they are very much in the minority.

Again demonstrating why numbers trump over your "feelings":

2023 U.S. Automotive Brand Loyalty Study

As new-vehicle inventory and sales rebound to pre-pandemic levels in the United States, more buyers are choosing to forego loyalty to a specific brand, according to the J.D. Power 2023 U.S. Automotive Brand Loyalty Study,SM released today.

www.jdpower.com

Porsche ranks highest among premium brand car owners for a second consecutive year, with a 56.8% loyalty rate. Mercedes-Benz (50.5%) ranks second.

Volvo ranks highest among premium brand SUV owners with a 56.5% loyalty rate. BMW (56.1%) ranks second.

Of the premium brands, the highest retention rate of buyers is only 57%. A far cry from the 95% you made up. And as demonstrated by others here and beyond, many have come from other premium brands into Genesis (including you ironically lol). Why else do you think they're not satisfied with the Hyundai dealerships, which is the main point of contention in this thread that you insist on being a contrarian about?

 

[steveinarizona]

I was a BMW loyalist too - specifically 7 series. I am genuinely curious though - what features in what series & year was BMW lacking in, and/or design elements which Genesis had and lured you over from?

It was primarily the front end design (Bugs Bunny teeth). I had been driving a 5 series when I decided I was ready to migrate to an EV a year and a half ago. Absolutely no reason to put such a grille on an electric car. I test drove both the iX and i4 and liked both from a driving perspective. But the front end was horrific and the back end on the iX as well. The i5 is better but it wasn't out when I made my decision. Also I prefer a small car so the i4 was tempting but my home office is off my garage so I have to walk through the garage by the car multiple times a day to get into and out of my office. The Medusa effect was just too severe.

On the other hand, the Genesis GV60 Performance checked almost all my boxes: small, luxurious and fast. The i4, IMO, was slightly better to drive but harder to get in and out of (at the time I was just getting a new left hip).

No one else besides BMW and Genesis put all three of my goals together.

 

[Grayson]

On the other hand, the Genesis GV60 Performance checked almost all my boxes: small, luxurious and fast.

I bought my GV60 for the same reason. America is obsessed with large, but I wanted small (easier to park, change lanes, more efficient)

 

[MovingOn]

Took my GV60 in to Genesis of Cherry Hill to complete two recalls, and the experience was shockingly fantastic!!

I was floored by the service lobby being an amazing third space, with complimentary automatic coffee machines, snacks, conference rooms, and designs based off of Genesis House in NYC. Even the friggin bathrooms had a one-way window to a zen garden outside.

The service staff was warm, welcoming, specific, and no-bullshit. They did complementary rotation, and swapped out my wiper blades free of charge.

I am very happy to see Genesis making progress on its brand experience in the US. It will keep me coming back to the brand for sure.

Now if only I can find a coffee shop that offers the same feel...


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Wait…you go to the dealership? I haven’t been once since I bought almost 2 years ago. They just come pick up my car and leave me a loaner. Isn’t that part of the deal For everyone?

 

[PaininDbutt]

You have the option of going there, dropping off your car and picking up a loaner. They will in turn bring your car to you and then take back their loaner.

 

[Looney100]

Wait…you go to the dealership? I haven’t been once since I bought almost 2 years ago. They just come pick up my car and leave me a loaner. Isn’t that part of the deal For everyone?

You have the option of going there, dropping off your car and picking up a loaner. They will in turn bring your car to you and then take back their loaner.

Also, they SELL the cars out of that dealership.

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[PaininDbutt]

^^^^. Ha ha ha ha.

 

[azurecardinal]

Wait…you go to the dealership? I haven’t been once since I bought almost 2 years ago. They just come pick up my car and leave me a loaner. Isn’t that part of the deal For everyone?

Given how great of a third space the dealership is, they're going to have a hard time keeping me out of it!

 

[steveinarizona]

You have the option of going there, dropping off your car and picking up a loaner. They will in turn bring your car to you and then take back their loaner.

Correct. My dealer's service center is only 4 very quick miles away (including one fixed photo radar intersection which my car duly warns me of each time). Given how close it is, I would rather just bring it in and be able to see the loaner and if there is a problem correct it on the spot. It also helps to have a relationship with your SA which is hard to do when you are only dealing with drivers.

 

[EdP]

Correct. My dealer's service center is only 4 very quick miles away (including one fixed photo radar intersection which my car duly warns me of each time). Given how close it is, I would rather just bring it in and be able to see the loaner and if there is a problem correct it on the spot. It also helps to have a relationship with your SA which is hard to do when you are only dealing with drivers.

Dealer as always offered pickup or loaner, but for a one hour service, I'll wait. Retired, I have the time. Get an oil change, meet someone and talk about cars or whatever over a coffee, then set out for some other destination. Does not have to be a dreadful experience.

 

[kgr11]

Hi there everyone, potential future owner here. I have been quietly catching up on the after sales support horror stories for the brand in general. I wonder if any of you live in the Seattle area and can share any experiences you have with the sole dealer here in the state (in Kirkland)... Thanks very much.

 

[Kassey22000]

Hi there everyone, potential future owner here. I have been quietly catching up on the after sales support horror stories for the brand in general. I wonder if any of you live in the Seattle area and can share any experiences you have with the sole dealer here in the state (in Kirkland)... Thanks very much.

Hi, mixed news for Seattle market. It was below pathetic last year (had to escalate to the executive staff at GMA SoCal to get anywhere). It’s much better now IMHO since they gave the operation over to a new GM and moved to Kirkland (that is a temp location while they finish the new stand-alone Gen shop). My service and customer care has been much better and the folks there are generally friendly and helpful. If you get any resistance with sales or service, call on Erin. She was the only shinning star last year with the prior, awful Gen/Hyundai combo miles north and she will make things right. Otherwise, I hope you have a good experience.

As you’ll see over and again on these and other forums, the GV60 is an outstanding automobile and a ball to drive, but the company is SUBPAR at best - they are improving. Keep us posted on your experiences and happy motoring

 

[kgr11]

Hi, mixed news for Seattle market. It was below pathetic last year (had to escalate to the executive staff at GMA SoCal to get anywhere). It’s much better now IMHO since they gave the operation over to a new GM and moved to Kirkland (that is a temp location while they finish the new stand-alone Gen shop). My service and customer care has been much better and the folks there are generally friendly and helpful. If you get any resistance with sales or service, call on Erin. She was the only shinning star last year with the prior, awful Gen/Hyundai combo miles north and she will make things right. Otherwise, I hope you have a good experience.

As you’ll see over and again on these and other forums, the GV60 is an outstanding automobile and a ball to drive, but the company is SUBPAR at best - they are improving. Keep us posted on your experiences and happy motoring

Thanks very much for the info.. Has your car needed any major repairs that involved extended waits for whatever reason? (no parts, techs couldn't figure it out etc)... I think the after sales support to me is probably a bigger consideration than the one time experience of haggling a purchase deal.... Sounds like the local dealer is investing in the brand.

 

[steveinarizona]

Certainly part of the problem. Visualize a customer service waiting area. There are eight seats in it. Six of them are metal folding chairs, but two of them are luxurious recliners and the sign says "Genesis Owners Only"

Until we get enough stand alone dealers, there will be compromise. I'm fortunate that my dealer has a nice facility, but evidently. some do not.

Excellent point. My dealer is in the process of getting separated. Sales is now at an upscale mall in North Scottsdale. Service is still at the Hyundai dealership but they are currently constructing a separate Genesis service facility adjoining the Hyundai store.

EdP makes a terrific point...the dealership can't really distinguish the service waiting areas when they are combined. I am curious now as to what the service facility will look like when finished. Maybe less important than others as the dealer is offering valet service.

 

[SirJangle]

Excellent point. My dealer is in the process of getting separated. Sales is now at an upscale mall in North Scottsdale. Service is still at the Hyundai dealership but they are currently constructing a separate Genesis service facility adjoining the Hyundai store.

EdP makes a terrific point...the dealership can't really distinguish the service waiting areas when they are combined. I am curious now as to what the service facility will look like when finished. Maybe less important than others as the dealer is offering valet service.

It's only a one-sided, excellent point. Although I understand the premise, it ignores the concept that those who paid more should expect more. If people take offense to that, I don't care. I want what I paid for.

 

[steveinarizona]

Even accounting for our exaggerated inflation - that is beyond excessive, and is being done largely in part to cover the expense of these ridiculous showrooms. Any way you slice it - the car is not 35% better to warrant that kind of price increase.



But Genesis is not like other lux brands, either. And at least before - they were not trying to be. They had positioned themselves in the market as a budget-conscious, luxury brand. Skipping all the frilly nonsense that resulted in the upcharges of the other brands to help keep the prices more respectable in initial offerings like the DH series G80 and the G90. Yes - this includes overly gaudy showrooms and crap in the car like pop-up speakers and perfume spritzers. These showrooms are trying to upstage the established lux brands. Not even Lexus tries to do that. Genny is trying to turn over the sandbox that Merc, BMW, Audi and Porsche all play in - without having the proper elements to play in it in the first place. Declining quality, severely lacking service, excessive costs and being almost devoid of heritage are all playing against the in that game.

Genny should stick on the outside edge of the sandbox like they were. They did really well there for quite some time - and would have continued to do so. An improved & dedicated showroom & service center was certainly in the need - but the method they have chosen to go with is way out of line for the brand. They should have followed Lexus' example - building slightly more upscale facilities and focusing mostly on their product. This established Lex and brought the customers to them. They didn't have to try to go to the customer and wow them with oooh's and aaah's.



See what I mentioned above. Yes the dealership and service experience needed to be improved - but it did not need to try to leapfrog over the established players just in showroom & service lounge wow-factor without the teeth to back it up. By no stretch does Genny have that pedigree - and no matter how hard they try they cannot force their way into it. All they will do is force out loyal customers that built them up to where they think they now are. This could have easily been maintained by taking the Acura or Lexus route for their showrooms and service centers vs. trying to even bypass the Germans and go for the Rolls Royce route. This is yet another critical error in Genesis' attempts to establish themselves, and the sales numbers show it. They have certainly forgotten their original target market and where their place is with this line in the industry.



Well - they can't get one at a Hyundai dealership anymore. If they want the full luxury experience then they need to go to a full luxury brand and pay the full luxury price. That's not Genesis. And it shouldn't be.



No - I get it. I've owned a couple of 7 series and a Lincoln, a few in my family are long-term Merc & BMW owners, and my company uses E3505's and A8's for the C-suite. My point is that this is not the space Genesis belongs in. That has not been their target demographic until recently - and they do not have the pedigree, heritage, quality or even product to play in the Maybach & Rolls space like their showroom and service lounge attempts to portray. Genesis' place in the market is that of a budget or value alternative to the standard luxury brands with too many 0's in their pricetags. That is where they started, that is what their target market has been, and that is the customer who made them what they are today - at least outside of S. Korea.



You can still have nicer clientele at a less crowded (and yet still exclusive) facility without the overly dripping gaudiness that is these new service lounges and showrooms. How much less crowded do you want them to be? They are always empty. Just furthers that it was essentially a waste and the cost is passed on to the owner - unnecessarily. The amount of un-drank coffee they throw away every day could raise Juan Valdez from the grave. If you want intangible luxury - then buy an intangible quality brand. Again - that's not Genesis.



I'm all for the stand-alone dealers, exclusive lounges and service centers. They could even be notably stepped up from a typical dealership. But it didn't need all this that it has become. By doing so they are alienating the folks who made them "a real luxury winner".



I've had two 7 series - and all the dealer perks that went with it. Those perks don't make or break a brand or a product. The product itself does, as does the quality of the product and the service & support. You don't need an empty room full of $2500 lounge chairs, trickling wall fountains and bubbling indoor brooks to make a better product or provide better service.



You forgot Genesis. No matter how expensive they make the showroom - it's still a Genesis. They are trying too desperately to get into a sandbox they do not have the chops, history, quality or product offering to play in. A vagazzled showroom and service lounge is not going to change that.

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Also, they SELL the cars out of that dealership.

Also, they SELL the cars out of that dealership.

Actually, not in my case. Sales including the showroom are at an upscale mall (Scottsdale Quarter) whereas the service facility is at the Hyundai dealership (a separate service facility for Genesis is under construction there) 2 miles away.

Since the dealership is so close to me, I prefer to go there. That way I am not hanging around my house waiting for the driver to arrive and if I don't like the loaner, I can more easily swap it out. If it weren't five fast minutes away, I would probably use the valet service. For the reason Mr. Looney made his comment, I like the separate location approach although, to be fair, I have never been harassed by sales people at car dealerships while on a service visit during all my years of car ownership including BMW, Toyota, Honda, Subaru and Ford.