2015 v6 ultimate - Rear Windshield shattered

[zeez]

Hi All,

A few nights ago my wife came back to the car to find the rear window had shattered but was still in place. I came over as soon as I could and did not see any point of impact and the local shopkeepers did not see anything happen. There was no rock, bottle etc laying around and no other cars in the area were damaged. I don't think it was a break-in or "vandalism" but rather a failure of the glass. I took the vehicle in to the local dealership and the next day they informed me that there opinion is that it's vandalism and I need to call insurance.

I took photos before I drove it in and can post some if you like, but I didn't see any impact point. Naturally, by the time I got it to the dealership it had begun to fall apart, so that may have lead to them forming their opinion.

I would not like to be without a vehicle for a long period of discussion but don't know how to proceed. I've left two voicemails with the service manager (not the service rep) and gotten nothing back. I also emailed the photos to him a couple of days ago.

EDIT: I should specify that it was the rear windshield, which also makes it unlikely it was an attempted break-in.

 

[dougmcp]

Re: 2015 v6 ultimate - Rear Window shattered

I doubt on shattered tempered glass whether you could ever see an impact point and insurance will be your only avenue of repair.

 

[Aquineas]

Re: 2015 v6 ultimate - Rear Window shattered

I'll be honest, I haven't heard of this before. I have seen a couple of people posting that their sunroof shattered, but never the rear window. Good luck in either case; insurance might just have to eat this one.

 

[zeez]

Re: 2015 v6 ultimate - Rear Window shattered

Just wanted to update everyone that it seems I was wrong. The service manager sent me some photos that he took under daylight that seem to show an impact mark in the lower corner of the glass. The impact mark looks like a whitish dot but I didn't see any circles around it. In any case, HMA has decided it is not a failure/warranty issue and thus it falls to my insurance.

 

[zeez]

Hi All,

Just wanted to update everyone that this has been a really long ordeal. THe rear windshield was apparently on back-order and it took 2 weeks for it to arrive at the shop, only for it to have a chipped corner. So we ordered a second one and that also took two weeks to arrive. I had been in an Insurance-provided rental for 30 days and am in a loaner right now as the molding cures. The loaner is, of course, an Elantra (limited edition at least) which is a surprisingly nice car..but 30 days since the order and more days than that prior to the order as they diagnosed whether it was a warranty or insurance issue.

If anyone has any recommendations on how I should proceed or suggestions on whether to press for HMA to provide me with something (a nice 100k 10 yr platinum 0 deductible would be nice.........) I'd be happy to read your comments. I'm not a pushy person but i think it's odd for something like this to be out of stock across the country.

If you want to tell me to walk it off or suck it up (please don't jumble words from the two separate phrases together) I understand.

Until then, I highly recommend you don't get your glass randomly broken =)

 

[balfor]

I don't think you can press HMA for anything as by your own admission, it was not the car's fault but rather an object that hit the window. Sounds like insurance also supplied the loaner, not HMA, so once again the responsible party is elsewhere.

Normally, insurance does not cover consequential damages such as being in a worse loaner than the car being repaired. I just had my car in the shop for a fender bender that was not my fault and had to drive an Elantra as well for a week. Insurance paid but they will not pay unusual fees to put you in a luxury car.

Personally I would just chalk it up to the pratfalls of life and enjoy your repaired car when you get it back.

 

[zeez]

I don't think you can press HMA for anything as by your own admission, it was not the car's fault but rather an object that hit the window. Sounds like insurance also supplied the loaner, not HMA, so once again the responsible party is elsewhere.

Normally, insurance does not cover consequential damages such as being in a worse loaner than the car being repaired. I just had my car in the shop for a fender bender that was not my fault and had to drive an Elantra as well for a week. Insurance paid but they will not pay unusual fees to put you in a luxury car.

Personally I would just chalk it up to the pratfalls of life and enjoy your repaired car when you get it back.

Thanks for the reply! Insurance gave me up to $50/day which Enterprise said would cover anything not in their Exotic collection, but superbowl was in town so all the nice stuff was taken. That and I never expected to be in a rental for so long meant I stuck with a Santa Fe they had. The dealership gave me the elantra loaner after my insurance said they reached their limit. I agree that nothing is wrong with the Genesis in this case, other than their supply chain being out of whack. A 2 week delay for a rear windshield is a bit much, particularly when

A) I can't drive the car without it. They also gave me inconsistent messages about when it would arrive

B) the service guys can't diagnose anything else with the car while the glass is broken. I sympathize and understand that.. they have liability issues and they want to avoid crossing anything with the glass installer (glass is done by a third party even if it is OEM glass). However, in this case that meant that my car sat for 30+ days with nothing useful happening.

 

[Mark_888]

I agree that nothing is wrong with the Genesis in this case, other than their supply chain being out of whack. A 2 week delay for a rear windshield is a bit much.

Those parts come from Korea, and they probably don't ship something as large as rear glass by air. It's pretty unusual for the rear glass to break, so they don't stock many in the USA. If it were a Sonata, or something else assembled in the USA, I suspect parts availability would be a lot quicker.

 

[AustinTX]

Those parts come from Korea, and they probably don't ship something as large as rear glass by air. It's pretty unusual for the rear glass to break, so they don't stock many in the USA. If it were a Sonata, or something else assembled in the USA, I suspect parts availability would be a lot quicker.

That's little consolation when zeez is out of his car. And not an acceptable luxury car experience either, but it shows the Hyundai/Genesis dedication to their luxury car customers - or lack thereof. Being out of a car for four weeks for something as simple as a piece of glass is ridiculous, but matches my experience when I was trying to get two simple issues resolved on my 2015 Genesis, took four weeks in which I drove a base model Chevy Cruze most of the time.

It probably wasn't Hyundai's fault that the glass broke, but it is their responsibility to provide spare parts in an acceptable amount of time - two days is acceptable, two weeks is a joke. We're not talking rare Ferrari or Lamborghini vehicles here, we're talking about a vehicle that has sold over 50,000 models since it was released in the US for the 2015 model year. You'd think they have a few rear windshields around somewhere ...

 

[Mark_888]

It probably wasn't Hyundai's fault that the glass broke, but it is their responsibility to provide spare parts in an acceptable amount of time - two days is acceptable, two weeks is a joke. We're not talking rare Ferrari or Lamborghini vehicles here, we're talking about a vehicle that has sold over 50,000 models since it was released in the US for the 2015 model year. You'd think they have a few rear windshields around somewhere ...

If that is big issue for you, next time buy a vehicle assembled in the USA (or at least North America). They are not likely to stock every single Genesis part in the USA. Even if they do, it has to be shipped to the dealer, and I suspect that the rear glass requires special handling (cannot be shipped via UPS or FedEx Ground).

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[tuckerdog1]

If anyone has any recommendations on how I should proceed or suggestions on whether to press for HMA to provide me with something (a nice 100k 10 yr platinum 0 deductible would be nice.........)

A free oil change or two might be more in line. But I wouldn't ask for it. Give them the chance make some goodwill gesture. If they don't, I'd just let it go. Not making one will say something about them, and asking for one will say something about you.

Tuckerdog1

 

[Mark_888]

A free oil change or two might be more in line. But I wouldn't ask for it. Give them the chance make some goodwill gesture. If they don't, I'd just let it go. Not making one will say something about them, and asking for one will say something about you.

Tuckerdog1

The dealer already gave him a free loaner when his insurance rental car benefits ran out. If it was a warranty repair, I could understand, but not for insurance claim.

 

[tuckerdog1]

The dealer already gave him a free loaner when his insurance rental car benefits ran out. If it was a warranty repair, I could understand, but not for insurance claim.

True. But the need for that was the delay in repair. While not necessarily the dealer's fault, they do represent Hyundai, and that ( I think ) was almost required ( from a customer satisfaction point of view ). A couple extra weeks in an econo-box vs being in your Genesis should call for a "little" more. I know customer service. Often $30 of goodwill on the front end will get you a $1,000+ on the back end.

Tuckerdog1

 

[Mark_888]

True. But the need for that was the delay in repair. While not necessarily the dealer's fault, they do represent Hyundai, and that ( I think ) was almost required ( from a customer satisfaction point of view ). A couple extra weeks in an econo-box vs being in your Genesis should call for a "little" more. I know customer service. Often $30 of goodwill on the front end will get you a $1,000+ on the back end.

Tuckerdog1

The dealer gave him a free loaner car for a non-warranty repair. Not sure how many days that was, but it is worth a lot more than $30. If he wanted a larger car, he probably could not gotten one (although not necessarily a new one). I know that when I had rental car insurance while my car was in the shop, I didn't get a Genesis type care from the insurance company.

A lot of people seem to always want something for nothing, and even when given, it never seems to be enough for some people.

 

[tuckerdog1]

The dealer gave him a free loaner car for a non-warranty repair. Not sure how many days that was, but it is worth a lot more than $30. If he wanted a larger car, he probably could not gotten one (although not necessarily a new one). I know that when I had rental car insurance while my car was in the shop, I didn't get a Genesis type care from the insurance company.

A lot of people seem to always want something for nothing, and even when given, it never seems to be enough for some people.

I get it. Free loaner when not legally obligated to do so. However, the need for that free loaner fell to Hyundai. Probably not with the dealer, but somewhere up the line. Had they not provided that free loaner, they'd likely have a very pissed customer, having to dole out $$$ for a rental. So they give him a loaner, and he's not pissed. But is he HAPPY?? Maybe, maybe not. I'd want a happy customer that comes back for more service items, maybe buys another car, tells others about the problems that arose during this repair and how the dealer really made things right. It really has nothing about WANTING something for nothing. It's just good business to do more than expected. Like I said in an earlier post, don't ask for anything. Even if you did & they gave you something, it would be something small ( like an oil change ). Why lower yourself for that? And it wouldn't really mean much from a customer satisfaction perspective if it had to be asked for.

 

[Mark_888]

I get it. Free loaner when not legally obligated to do so. However, the need for that free loaner fell to Hyundai. Probably not with the dealer, but somewhere up the line. Had they not provided that free loaner, they'd likely have a very pissed customer, having to dole out $$$ for a rental. So they give him a loaner, and he's not pissed. But is he HAPPY?? Maybe, maybe not. I'd want a happy customer that comes back for more service items, maybe buys another car, tells others about the problems that arose during this repair and how the dealer really made things right. It really has nothing about WANTING something for nothing. It's just good business to do more than expected. Like I said in an earlier post, don't ask for anything. Even if you did & they gave you something, it would be something small ( like an oil change ). Why lower yourself for that? And it wouldn't really mean much from a customer satisfaction perspective if it had to be asked for.

They gave him a free loaner. Now you want them to give a free oil change on top of that?

Personally, I would not even want a free dealer oil change, because I only use Mobil 1 Extended Protection motor oil and do all my own oil changes.

I am pretty sure that Genesis Motors is looking for a lot of investors to open dedicated Genesis dealerships all around the country. With your great customer relations ideas, and a few million dollars to invest (you can ask friends and family to contribute if you don't have the money yourself), I am sure you will do very well.

 

[zeez]

Hello everyone,

I never meant for this discussion to get out of hand, but I am thankful for people responding with their points of view. It seems the consensus is to just deal with it and let it go, which I can accept.

To clarify a few points:

- The dealership has been very polite with me, if unable to give me consistent replies on how long it would take. They would say " a few days from Dallas" and then i find out it's going from state to state, back-ordered etc. They would say it's being FedEx'd but then say there are no tracking numbers so they can't tell me where it is. I stopped asking because I took them at their word, because of the below....
- I'm sure it's a pain in the butt for the dealership to have my car sitting their, taking up space and having an open ticket. Each day they need to move it around because it has a broken window and cannot be left outside if the weather is not good. Most of the time it's in their shop, but they need space in the shop for working on other cars. I really don't think they wanted to hold onto it for as long as they have been.

- I've been very polite with the dealership. I haven't pushed for anything, but after the 30 days I had to let the service manager know that I was going to need a car. They provided one (Elantra Limited) even though technically they didn't need to. I'm also sure they want to get me out of it as soon as they can, which is also fine. For reference, G80 loaners are for G90 and Equus customers only.

- I've been concerned with the car's interior being exposed to the elements for so long, but they've told me they don't take it out if there is any chance of rain. I worried about the humidity, too, but..

- I've been concerned about the rear sunshade since it was extended when the glass broke and the glass may have scratched/ripped/frayed the fabric or gotten stuck in the mechanism. THey wouldn't touch the car until the glass specialists worked on it and the glass specialists said the screen was down when they saw it. This is to be expected since the dealership had to mvoe the car around for 30 days and would have reversed at some point (which automatically retracts the sunshade). I don't have a clear answer on the status of the shade or mechanism, but I did let the dealership know that I needed to have some warning so i could change my Insurance claim to a Comprehensive claim instead of the current Glass claim.

Overall, as I said before, i don't blame the dealership for anything. They didn't break my glass. I didn't break my glass. They didn't delay anything and it's not their fault the first glass came with a flaw/chipped side.

but it is frustrating =P