Abyssmal Service Network

[Twain427]

I am probably going to sound a bit uppity with my rant, however just feeling the need to vent.

Hyundai would assert that Genesis is a luxury car, yet they simply fail to realize the actual car itself is but a tiny part of that equation. In addition to driving luxury, I would also like to experience luxury when I visit a local Hyundai service drive. Thus far my experience with Hyundai service has been very.... Hyundai-esque. I am no different to them than the guy who pulls up in a 12 year old Accent - and yes, there should be a difference. Quite frankly, Genesis and Equus should have their own service line.

Previous to this Hyundai I drove a Cadillac. When I went I pulled up on the service drive the luxury experience continued. I suppose I was being a bit naive in believing this would be the case with Hyundai. I can only imagine what the buyer/driver of an Equus must feel...

 

[Mark63021]

Every Hyundai dealership should have a private alcove in their customer waiting area clearly marked "This area reserved for Genesis/Equus owners only." The chair(s) therein shall resemble this, and we are to be greeted with fanfare, a refreshing beverage, the TV's remote, and offers of pedicures and hand massage.

(I kid; and I can see the validity of your point)

 

[Duck2010]

I am probably going to sound a bit uppity with my rant, however just feeling the need to vent.

Hyundai would assert that Genesis is a luxury car, yet they simply fail to realize the actual car itself is but a tiny part of that equation. In addition to driving luxury, I would also like to experience luxury when I visit a local Hyundai service drive. Thus far my experience with Hyundai service has been very.... Hyundai-esque. I am no different to them than the guy who pulls up in a 12 year old Accent - and yes, there should be a difference. Quite frankly, Genesis and Equus should have their own service line.

Previous to this Hyundai I drove a Cadillac. When I went I pulled up on the service drive the luxury experience continued. I suppose I was being a bit naive in believing this would be the case with Hyundai. I can only imagine what the buyer/driver of an Equus must feel...

I always had a new nissan in the past i only kept them for about 3 years no matter what nissan model i drove. the nissan service was more then nice and went out of the way to make things right.
one of the problem that i have had since i have had my Hyundai is the service. Even the local DPSM has said the Hyundai service is not the best and they have a long way to go. in less then 2 year i have had to deal with 4different hyundai service dept. this past december i was given a replacement car cause of a problem . i don't think they should treat one group of car people any better then the other i think Hyundai service should be the upper crest.

 

[dg_moore]

This is a common complaint here. Some dealers are excellent (I have two within 10 miles of home, and both are very good), and some apparently are awful. Looks like yours is at the awful end of the spectrum, unfortunately.

 

[Twain427]

I am in Dallas, Texas - 6+ Hyundai Dealers in the metroplex and they're all about the same. I currently have an appointment with Van Hyundai for a u-joint/carrier bearing issue. The service adviser was a pretty nice guy, so I'm hoping for a decent experience.

 

[Mark_888]

It is hard to economically justify having separate service lines for Genesis, etc, especially given that there were about 800 Hyundai dealers with existing service facilities laready constructed before Genesis came along. They supposedly made Equus dealers build a new showroom (or separate off a space in their existing showroom), but I think they relaxed that a bit, but even then not all dealers sell the Equus.

But the main problem is that Hyundai has traditionally sold to customers who can't afford to buy a Honda, Toyota, or Nissan, and who have in the past had to be very price aggressive, to now selling entry level Luxury cars with the same staff and same facilities. Hard to do, but at least you can take solace in the fact that the Genesis is under-priced at least $10K compared to other comparable cars, partly because of the above reasons.

As people realize that Hyundai now builds fairly decent quality cars, that may change, but it will take time for it to trickle down to the dealer experience.

 

[Sinstr]

All dealers are different. My dealer has incredile service, and part of the reason I have purchased 3 Genesis vehicles there. Great service dept and lounge, Genesis owners get a complimentary loaner vehicle (normally a genesis), and as a Genesis owner, they will even pickup and drop off my car if I need maintenance or service (I always decline this as I dont want somebody driving my car, but they do offer every time I call). I'd try a different dealer if you are not happy.

 

[Sal Collaziano]

Unfortunately, it really is hit or miss right now with Hyundai dealerships. They're selling luxury cars without a luxury brand - so it's difficult. I'd personally rather see Hyundai use a sub-brand with the name "Genesis" and either hire separate staff or create new dealerships. Creating a brand "new" brand would be far more expensive and would raise the price of the vehicles too much at this time. Either way, they do need to figure out how to treat their higher paying customers. This is just the way it is no matter where you go. Even if you go to a Chevy dealership. An Aveo owner just isn't going to get the same treatment as a $100k+ ZR1 Corvette owner.

 

[homeofstone]

I am probably going to sound a bit uppity with my rant, however just feeling the need to vent.

Hyundai would assert that Genesis is a luxury car, yet they simply fail to realize the actual car itself is but a tiny part of that equation. In addition to driving luxury, I would also like to experience luxury when I visit a local Hyundai service drive. Thus far my experience with Hyundai service has been very.... Hyundai-esque. I am no different to them than the guy who pulls up in a 12 year old Accent - and yes, there should be a difference. Quite frankly, Genesis and Equus should have their own service line.

Previous to this Hyundai I drove a Cadillac. When I went I pulled up on the service drive the luxury experience continued. I suppose I was being a bit naive in believing this would be the case with Hyundai. I can only imagine what the buyer/driver of an Equus must feel...

Not all dealers are like what you experienced. I use Rick case in Duluth and am treated very, very well and my previous car was an Acura with similar luxury service. Of course next doore is Rick Case Audi which is part of the same complex. Across the street is the Infinity dealer. I do get what you mean, here in Athens the Cadillac dealer sells other brands and the service there is lacking compared to the Acura and Mercedes.

 

[landtuna]

I have had very satisfactory service experiences with my local dealership - on both the previous Santa Fe and the current Genesis. I am much more interested in a knowledgeable shop that can do correct maintenance and repair in an on-time fashion than provide a service advisor in tux and tails to greet me with a cup of coffee.

You know that $12-20K that the Genesis didn't cost you that the Lexus did? It's in those little details.

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[Southern Boy]

I’ve seen several threads about the service owners receive from dealerships.

Everything from the type of coffee and donuts available and loaner when you bring your car in for service to this posting wanting a whole separate line and waiting area for Genesis and Equus owners.

If you’re not satisfied with your dealer’s service then vote with your feet and go somewhere else. If you can’t find a dealer that meets your perceived standards, than sell your Hyundai and buy something else whose dealer service meets or exceeds your required level of pampering.

I personally want my car serviced correctly so I don’t have to have return trips to correct and resolve problems.

I personally am very satisfied with my dealer’s service. I am treated with respect and have the same mechanical and electrical fully qualified ASE qualified technician work on my car every time I bring it in.

I have taken the time to establish a relationship with my service writer and technician. I can pick up the phone and ask the technician who works on my car a question.

The dealership I take my Genesis to has 16 fully certified ASE technicians on site. There are four service writers and yes they have several types of drinks and donuts.

I guess I am fortunate to have such a dealership to service my car. I case you are wondering who this dealership is, it is Jenkins Hyundai in Ocala Florida. If you live within driving distance of Jenkins Hyundai I would suggest you give them a shot.

Speak to Pete Palys, my service writer who is a true professional.

Just my rant for the day.

 

[Top Gear]

I agree that it's the dealer and not Hyundai. I suggest Jim Hudson Hyundai in Columbia SC if you're in the region. While I've had a minor hiccup or two with JHH and one of their emps after buying the car, it was overcome with professional service all the way up to the GM. You can tell the staff somewhere is good when they make you want to work there

It also helps greatly if you make an appointment. That's what I do for my service plan visits or other issues, so they are ready for me when I drive up. Compared to Dallas, Columbia isn't much smaller, and only has two Hyundai dealers to Dallas' six, you say - so I'd imagine it helps if a dealer is busy and sells lots of cars, as that dealer will have a strong staff and be more efficient.

 

[PMCErnie]

Funny, the OP doesn't mention anything that his Hyundai dealer did wrong. He only mentions the missing snoot factor. Guess he never ventured into the service department to rub elbows with the masses when he bought the car.

 

[gameday22]

When I'm at home my dealership (Holler Hyundai) has always treated me well and are beyond willing to help. I recently went on vacation to NC and had to visit a Hyundai dealer in Greensboro (Bob Dunn) and the service was downright rude, had the service manager tell me if it's not something essential to the car to take it back to the dealer I bought it from....wtf??. I have rattled off a letter to Hyundai HQ but have not yet received a reply back....

It's a luxury car with $2 service from more dealerships then not it seems. I'd like to see Hyundai Motors impose penalties on dealers who have a record of providing sub-par service, and on the same hand reward those who go above and beyond to create an excellent service experience for all owners regardless of which car they purchased.

 

[waveman]

Hyundai would assert that Genesis is a luxury car, yet they simply fail to realize the actual car itself is but a tiny part of that equation. In addition to driving luxury, I would also like to experience luxury when I visit a local Hyundai service drive. Thus far my experience with Hyundai service has been very.... Hyundai-esque. I am no different to them than the guy who pulls up in a 12 year old Accent - and yes, there should be a difference. Quite frankly, Genesis and Equus should have their own service line.

I care more about competence and efficiency than ambiance when I take my car in for service. I don't mind being treated like someone with an older, cheaper Hyundai, as long as we're both treated fairly and the service people focus on taking care of whatever we're there for, whether it's an oil change or a complex problem.

 

[Richard Ft. Lauderdale]

I am probably going to sound a bit uppity with my rant, however just feeling the need to vent.

Hyundai would assert that Genesis is a luxury car, yet they simply fail to realize the actual car itself is but a tiny part of that equation. In addition to driving luxury, I would also like to experience luxury when I visit a local Hyundai service drive. Thus far my experience with Hyundai service has been very.... Hyundai-esque. I am no different to them than the guy who pulls up in a 12 year old Accent - and yes, there should be a difference. Quite frankly, Genesis and Equus should have their own service line.

Previous to this Hyundai I drove a Cadillac. When I went I pulled up on the service drive the luxury experience continued. I suppose I was being a bit naive in believing this would be the case with Hyundai. I can only imagine what the buyer/driver of an Equus must feel...

Equus owners don't have a line. They pick the car up at home and leave a loaner.

I have a BMW as well as an Equus. Lauderdale BMW won't even return my calls or emails. Had to take it somewhere else for the latest repair. It's been in the shop for five weeks and counting. It spends most of it's life in the shop.

When I had the Genesis I had no complaints about service at Coconut Creek Hyundai which was very infrequent. Equus has not need service yet.

 

[Glashub]

When I considered buying a Genesis I was worried about service and then upon researching I realized that there was a good chance I'd never have to take it in for servicing....and I haven't for about 19 months other than a couple of oil changes.

 

[BogKid]

Hyundai would assert that Genesis is a luxury car, yet they simply fail to realize the actual car itself is but a tiny part of that equation. In addition to driving luxury, I would also like to experience luxury when I visit a local Hyundai service drive. Thus far my experience with Hyundai service has been very.... Hyundai-esque.

My dealer is Burns Hyundai in Marlton, NJ. I have had only a short relationship with them so far. When I took my Genesis in for service, the service writer met me in the intake bay where you pull the car in. After writing up the service, he said, I'll walk you to the waiting area. I said, That's OK, I can see it right over there. Follow me, says he. He took me to this rather luxurious little room with marble floor, living room type furniture, large screen TV, Keurig coffee maker, candy, and a large jar of biscotti, all free, of course.

The door was marked for Genesis Sedan and Equus Owners Only. Is this snobby? You bet it is. Did I like it? Yes I did. After a few minutes alone I was joined by a new Equus owner and I enjoyed discussing his new car with him. Traded a large Mercedes for the Equus.

 

[PMCErnie]

In reality, the title of this thread is abysmally crafted, as well as misspelled. Certainly the original poster hasn't offered any credible evidence to sustain it.

 

[YEH]

Experiences can vary from Hyundai dealership to dealership.

The bigger Hyundai dealerships (usually associated w/ a large dealer group) can be quite nice (as Hyundai has become a more high profile brand, the large dealer groups are buying out the smaller operators).

But yeah, eventually, as the Hyundai luxury lineup expands - they need to not only have a separate showroom, but a separate waiting area (for all those "snooty" buyers) - if not eventually spinning off the luxury lineup into a sub-brand.

But this all means not having an issue w/ paying higher prices (all this stuff costs $$).

There's a reason why the Equus is currently closer in price to the LS than the Genesis is to the GS; the price of the Equus includes higher end service such as the valet service calls.

But then again, there are Cadillac-Chevy dealerships, while having separate buildings/showrooms - share the same service building; and for MB dealerships w/ an attached SMART dealership, you'll see a Fortwo getting serviced next to an E Class or S Class.