A Big Hole in the "Bumper to Bumper" Warranty

[PMCErnie]

I pay close attention to posts/threads like this that, have articulate complaints, by obviously, intelligent people who have met with such frustration. I hope that your situation is worked out fairly, but I already know what bad taste will remain with you, even if the situation is somehow righted.

I love my car (2013 GC), but am cost conscious enough at age 57, that I will not await a failure like this to happen. Secondly, even though I coddle this turbo engine (starting/warm-up, etc..), I know that it hasn't a chance in hell of lasting as long as my daily driver (2000 Honda Accord LX), which has been FLAWLESS.

Bottom line: I will enjoy the fun of a great little car for another few months or so, and then.....I will buy the car I was probably destined to drive; a new Honda. The funny part? The actual track time (0-60 & 1/4 mile) are pretty damned negligible, lol. At least, at my age. I'm all about quality, not flash. And yes, this 2013 GC is a great driving car. Great! I'm just not going to succumb to such as the OP here, and I vote with my wallet.

It's not very "cost conscious" to dump a virtually new car because somebody else experienced a problem with their different car. Your voting wallet will take an unnecessary hit.

 

[dbx]

It's not very "cost conscious" to dump a virtually new car because somebody else experienced a problem with their different car. Your voting wallet will take an unnecessary hit.

I agree with your gut assumption, but you don't know what I paid for my car. It's a "second" car for me and stays garaged most of the time. I paid $16,900 for a pretty much "perfect" 2yr old model with 20K miles on it. They are discontinuing the 2.0T, so the car could actually increase (slightly) in value...or not. Either way, I've always had a somewhat uneasy feeling about buying a car brand that was digging out (and quickly, too!) of a bad market rap (that was well deserved!), as well as knowing that turbo engines are shorter lived than non.

All things said, I've enjoyed having a car that has performed flawlessly, lasted 15yrs, and have not had a car pmt. in over 11yrs.....and at my age.....would love having another one that will last me until I'm probably told I can't drive anymore, lol. I believe this car will last me at least, 4-7yrs, but I don't want to come off of one car pmt......for another one. Not at an age that approaches retirement. I'd love to boast that $$$ is no issue, but that's not the case, sadly enough.

Again, I love this car's profile, build, handling, etc., but when "intelligent" people run up against issues that the company won't resolve in a satisfactory manner, I pay attention......and will trade this car in, just to stand by another consumer that has made a strong/reasonable case in his/her plight in resolving an issue. Short sighted on my part? No, this is how capitalism works best (stand by fellow buyers with legit cases). To do otherwise....is folly to all owners. And again, to clarify, there are idiots who post stupid things about how they abused their cars and the company won't pony-up. And then, there are people like the OP of this thread who, articulately described a failure of CS from Hyundai.

Best Regards,

 

[PMCErnie]

I agree with your gut assumption, but you don't know what I paid for my car. It's a "second" car for me and stays garaged most of the time. I paid $16,900 for a pretty much "perfect" 2yr old model with 20K miles on it. They are discontinuing the 2.0T, so the car could actually increase (slightly) in value...or not. Either way, I've always had a somewhat uneasy feeling about buying a car brand that was digging out (and quickly, too!) of a bad market rap (that was well deserved!), as well as knowing that turbo engines are shorter lived than non.

All things said, I've enjoyed having a car that has performed flawlessly, lasted 15yrs, and have not had a car pmt. in over 11yrs.....and at my age.....would love having another one that will last me until I'm probably told I can't drive anymore, lol. I believe this car will last me at least, 4-7yrs, but I don't want to come off of one car pmt......for another one. Not at an age that approaches retirement. I'd love to boast that $$$ is no issue, but that's not the case, sadly enough.

Again, I love this car's profile, build, handling, etc., but when "intelligent" people run up against issues that the company won't resolve in a satisfactory manner, I pay attention......and will trade this car in, just to stand by another consumer that has made a strong/reasonable case in his/her plight in resolving an issue. Short sighted on my part? No, this is how capitalism works best (stand by fellow buyers with legit cases). To do otherwise....is folly to all owners. And again, to clarify, there are idiots who post stupid things about how they abused their cars and the company won't pony-up. And then, there are people like the OP of this thread who, articulately described a failure of CS from Hyundai.

Best Regards,

In other words, you are second-guessing yourself for buying a car (which you love) to protect capitalism AND to support a buddy who you don't even know. I get it. Ohhkay.

 

[dbx]

In other words, you are second-guessing yourself for buying a car (which you love) to protect capitalism AND to support a buddy who you don't even know. I get it. Ohhkay.

Yes, you pretty much nailed it except, I would have phrased it this way:

"In other words, you are second guessing yourself for buying a car you had initial doubts about and are now strongly considering selling it....just because an articulate, anonymous member had a very bad experience with Hyundai's Customer Service department."

Yes, that's a little more clear. And.... it's not because of one member's post, lol. There are many more if you peruse this site. Additionally, I am not "protecting" capitalism. I am practicing it.

While I fully realize that negative reviews are usually, a small percentage of a larger picture when it comes to large corporations, I am also aware that the same reviews can indeed, be systemic. Given Hyundai's "earlier" reputation, my instinct tells me that they have not totally, climbed out of that whole. Further, that customer service is everything, when working your way into.... and up....in any market. This company has had several "admitted" faults with various models. Customer Service is paramount in any business. Especially, in a business where you might lose customers for a lifetime.

 

[JimInNashville]

Well stated, thank you. I think a couple of points are worth clarifying. I am NOT criticizing the Genesis per se. I have been a member of this forum for a long time, and have driven a Genesis since January 2010. I have spoken frequently on this forum and others in very positive terms about the almost unique quality/price combination that the car offers.

I am intelligent and practical. I have a Ph.D., yet also ran a large weapons maintenance operation in the U.S. Army. I have worked on cars --- a lot --- in my youth.

What has me livid at this point is Hyundai's amazingly cavalier attitude about the fact that my car has been undriveable FOR NEARLY 8 WEEKS, and they have been unable to fix it. After several previous fixes failed, I found out (by calling) that they were now planning to ship the vehicle back to Canada from California.

Several calls later, I have been unable to determine how and when this shipping is to occur. After all, it is still my car, and I'd like to know what their plans are. Nobody can tell me.

For the first 35 days, Hyundai refused to discuss reimbursement for my travel expenses OR providing me with a loaner, other than to say these measures were "on the table". Finally, on day 35, they provided me with a loaner (not a Genesis, BTW).

PCMErnie is seriously misguided if he thinks I am suggesting that people devaluate the Genesis because of one experience. ALL cars have lemons.
The question is, How does the manufacturer respond when it is very clear the customer has a lemon? Hyundai's response is pitiful.

My experience has revealed a massive problem in Hyundai's entire customer support organization. Just like with the Space Shuttle, one failure has indeed revealed a major organizational failure.

Some of the issues are:

1. Poor dissemination of expertise. As revealed by the "fuel tank air filter* threads, many if not most Hyundai dealers advise their customers that filter replacement is not neccessary. Yet the manual says that it is necessary. Well, what is it? And, as you no doubt remember, it took months to determine what the crankcase capacity actually was on the 2010 Genesis. There were two conflicting numbers floating around.

2. "Monolevel" customer-manufacturer interface. As I discovered, Hyundai publishes no phone numbers for its corporate organization at its support website. There is one number -- the Customer Relations department. At that number, you will be assigned a file number and a representative. That representative will be your sole contact with the company. If that representative fails to produce results, you have nowhere to turn. No ombudsman. No major complaint department. You are stuck. In my case, for 53 days and counting.

3. A near-complete lack of consideration for the customer's time and stress. Imagine paying $53,000 for a brand new "luxury" vehicle, and then having no car for more than a month! As someone said to me -- a WEEK would have most people screaming. Hyundai clearly does not care about the fact that I've experienced major anxiety, stress, and inconvenience over this situation. A simple example...Never has Hyundai volunteered to email me or call my cell with updates of my situation. ALL information I have been able to obtain has required me to call Hyundai and sit on hold. More than half the time, requests for return calls were ignored. Never has Hyundai been willing to set a "limiting time" for its repairs. In fact, according to them, THERE IS NO LIMIT ON THE TIME THEY CAN TAKE FOR A WARRANTY REPAIR.

Notice that none of the above problems is in any way related to the overall quality or repair frequency of the Hyundai Genesis. PCMErnie has it completely wrong.

What it DOES speak to is the fact, now indisputable, that Hyundai's warranty service is a "black hole". I have given Hyundai numerous opportunities to show that my experience is not typical. They've rebuffed me an equal number of times. THEY DO NOT CARE.

They do not care. And THAT, my friends, should give you pause before plunking down money.

I will continue to keep you informed. Perhaps Hyundai will eventually fix my car. Tell me, would YOU want it back, PCMErnie? A car that has been torn apart numerous times then put back together by technicians who apparently didn't know what they were doing?

 

[JimInNashville]

A progress report.

January 4. Hyundai moved the car to Canada. Nobody has worked on the car for 23 days. It is now 75 days since the car was disabled. Nobody from Hyundai has yet expressed any regrets in writing over my "ownership experience."

 

[jsmit86]

Jim -
Not justifying this in any way, but do you think that the fact that you have a Canadian car in the US is a big part of the challenge?

It's hard to imagine someone having to put up with this in the USA.

 

[JimInNashville]

jsmit86, Thanks for your note. Yes, I suspect that my experience has revealed several significant shortcomings in the "cross-border" arrangement between Hyundai of Canada and Hyundai of America.

We waited several weeks for a new instrument cluster to arrive. Then, and only then, did Hyundai of La Quinta realize that they did not have the appropriate equipment to program the cluster!

I recognized at the outset (having managed a maintenance operation in the US Army) that it would be much better for Hyundai and for me if they immediately put my vehicle on a truck back to Canada after the first 10 days (and the failure of the first repair effort). I had to wait another 40 days for Hyundai to finally admit I was right.

It is difficult to imagine that a company that plans to penetrate the "luxury" segmant with its own brand can allow this to happen to me. Mine is the kind of story that should give any prospective Genesis buyer pause.

Jim -
Not justifying this in any way, but do you think that the fact that you have a Canadian car in the US is a big part of the challenge?

It's hard to imagine someone having to put up with this in the USA.

 

[jsmit86]

Agreed that they really dropped the ball on this one.

 

[dbx]

Agreed that they really dropped the ball on this one.

"They", being a company...and upcoming giant in the car industry. And yes, they dropped the ball.

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[JimInNashville]

On January 5, Hyundai of Canada engineers, working with the chief mechanic at my dealership, started examining my vehicle. Within about an hour, they discovered a partially broken wire that had eluded the California dealer. Repairing that wire resulted in alleviation of all the many symptoms. So it seems that the multiple surgeries on the vehicle were unnecessary, and were unrelated to the actual cause of my problem. Indeed, it is possible that had i taken my car to a different dealer in California, my experience would have lasted 76 minutes instead of 76 days.

In any case, Hyundai of Canada has informed me that, for a number of reasons, they have decided to replace my vehicle with a brand new one identical to the one I had problems with. That vehicle is scheduled to arrive sometime today or tomorrow.

Meantime, I drafted a 6 page letter to Hyundai detailing the benefits that might come out of my experience. Hyundai can, with a few minor modifications, shore up the hole in its warranty and assure that nobody else will have an experience like mine.

I'll let you know if/when my vehicle arrives.

 

[dbx]

On January 5, Hyundai of Canada engineers, working with the chief mechanic at my dealership, started examining my vehicle. Within about an hour, they discovered a partially broken wire that had eluded the California dealer. Repairing that wire resulted in alleviation of all the many symptoms. So it seems that the multiple surgeries on the vehicle were unnecessary, and were unrelated to the actual cause of my problem. Indeed, it is possible that had i taken my car to a different dealer in California, my experience would have lasted 76 minutes instead of 76 days.

In any case, Hyundai of Canada has informed me that, for a number of reasons, they have decided to replace my vehicle with a brand new one identical to the one I had problems with. That vehicle is scheduled to arrive sometime today or tomorrow.

Meantime, I drafted a 6 page letter to Hyundai detailing the benefits that might come out of my experience. Hyundai can, with a few minor modifications, shore up the hole in its warranty and assure that nobody else will have an experience like mine.

I'll let you know if/when my vehicle arrives.

That is fantastic news! I'm very happy for you. It sucks that it took so long, but alas, remedy! It's nice to know that in the end, they did the right thing. However, while they did the right thing, it makes me wonder how many other people are not as fortunate....as they may not be as educated, articulate and tenacious.

I'm a life long, Customer Service Professional (currently a General Manager of a multinational chain) and have worked in four different industries throughout my career. People that can articulate an issue as well as you did will usually get "somewhere" with their complaint. Others? Not so fortunate, and for a myriad of reasons that I won't venture into here.

Ya done good

 

[JimInNashville]

dbx,
Thanks again. My new vehicle arrived today, identical to its predecessor. I do feel fortunate. At the invitation of the GM of my local dealership (who were very instrumental in getting things resolved), I prepared comments for Hyundai management that I hope will eliminate this kind of thing happening to anyone else. I'll let you know if I receive an answer.

 

[jsmit86]

Congrats on the new ride!

 

[JimInNashville]

Congrats on the new ride!

And thanks for the sympathetic ear. Much appreciated.

 

[jsmit86]

I'm a big Hyundai fan, but I cannot imagine the PITA this must have been for you. The sad thing is that an incompetent dealer just about had you totally soured on the brand.

Hyundai has made a lot of progress over the years, but they need to be very careful with situations such as yours as they launch the new Genesis brand.

Happy that they made it right.