Am I Going to Get a $50K Service Experience ?

[Curt@MSN]

Hi all - I have been reading the Genesis forums for months now and decided today to jump in.

My wife and I are really close to pulling the trigger on a new Genesis (AWD V6 Ultimate). We have looked at everything from Audi to Infiniti...basically if it was a luxury car and under $60K we have probably looked at it.

My question for those of you who own a new Genesis is this...are the Hyundai dealers up to providing a $50,000 service and post-sales experience? I'm worried that I am going to be dealing with things like grease stains on the ivory leather my wife wants. It seems like the German guys have this basic stuff down pretty good (or at least are local one) at this point.

The car seems really solid & thought out. The dealer salespeople we have talked to however are very hit or miss. I don't think its selling all that well here in Wisconsin so that might explain some of that.

Thanks for any input - guess I am just trying to push past those final reservations about choosing a Genesis over the Audi/Acura/Infiniti.

 

[Mark_888]

I am not going to say that you will end with grease on your seats, but no, you are you usually not going to get the same sales/service experience at a Hyundai dealer as with other dealers who sell Audi/Acura/Infiniti, etc. That is why you are getting a $60K car for $50K. There is no free lunch.

 

[ckon]

Hi all - I have been reading the Genesis forums for months now and decided today to jump in.

My wife and I are really close to pulling the trigger on a new Genesis (AWD V6 Ultimate). We have looked at everything from Audi to Infiniti...basically if it was a luxury car and under $60K we have probably looked at it.

My question for those of you who own a new Genesis is this...are the Hyundai dealers up to providing a $50,000 service and post-sales experience? I'm worried that I am going to be dealing with things like grease stains on the ivory leather my wife wants. It seems like the German guys have this basic stuff down pretty good (or at least are local one) at this point.

The car seems really solid & thought out. The dealer salespeople we have talked to however are very hit or miss. I don't think its selling all that well here in Wisconsin so that might explain some of that.

Thanks for any input - guess I am just trying to push past those final reservations about choosing a Genesis over the Audi/Acura/Infiniti.

In my experience you won't be seeing the dealer enough to worry about it. Of course, YMMV. The car is such a great value on it's own that I've never second guessed myself on the issue. I saw my Lexus dealer a LOT more than I've ever seen my Hyundai dealer. If you think you're getting a better car because you paid more for it and there are marble floors in the showroom you'll still have to add that to see how it balances out for you.

All I can say is that I love mine and neither my Lexus or the Lexus dealer ever came close. Good luck whichever you decide.

 

[Dimitry]

What part of Wisconsin are you from? They are really hit or miss on providing a superb experience.

 

[GenesisCaptain]

Service is on par with what you would experience at a typical Honda, Toyota, or Nissan dealer. But, after 12 years of BMW ownership and service experience, I would never weigh the service side as a significant part of the purchase decision. That experience costs a living ton of cash.

That is, unless the service is unusually poor. For example, I would not own an Audi in some areas, because dealerships are not as consistent nationwide.

 

[Curt@MSN]

What part of Wisconsin are you from? They are really hit or miss on providing a superb experience.

Dimitry - I am in Madison. We have two dealers here - both owned by the same dealer group that owns everything else in Madison.

Curt

 

[Curt@MSN]

Thanks all for the quick replies. That gives me a general feel for it. I am definitely NOT expecting something that would be completely out of character for a typical Hyundai dealer (door to door concierge service type stuff)...just that they get the basics right in taking care of the car when it comes in for service.

Obviously dealers vary widely and having worked as a BMW service manger in the mid 80s I completely understand that. I would hope that Hyundai itself has reached out to the dealers to say..."hey, we're stepping the product line up with this new car - make sure you do the same" Getting dealer principles to listen to any of that however is another matter.

That said I don't expect to be spending nearly as much time chatting with my Hyundai service manager as many of my 1980s BMW customers did with me in my old BMW shop.....yikes.

 

[Curt@MSN]

What part of Wisconsin are you from? They are really hit or miss on providing a superb experience.

Dimitry - are you by chance in Madison?? I saw your posts on your tranny issues...

Curt

 

[Mark_888]

I would hope that Hyundai itself has reached out to the dealers to say..."hey, we're stepping the product line up with this new car - make sure you do the same" Getting dealer principles to listen to any of that however is another matter.

Hyundai Motor America has tried to do that, but there is only so much they can do. And realistically, the Genesis and Equus probably represent about 5% of dealer sales, and they are not going to change the economics of their dealership and start replacing people en masse. Hyundai dealers are used to selling to customers who are a step below Honda and Toyota, and often times their staff, and how their staff treats customers, reflects that.

 

[Curt@MSN]

...realistically, the Genesis and Equus probably represent about 5% of dealer sales...Hyundai dealers are used to selling to customers who are a step below Honda and Toyota, and often times their staff, and how their staff treats customers, reflects that.

I guess the important question is that given your overall experience thus far with your Genesis would you buy ANOTHER high-end Hyundai car in the future?

...and just out of curiosity are you personally happy with your dealer?

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[Mark_888]

I guess the important question is that given your overall experience thus far with your Genesis would you buy ANOTHER high-end Hyundai car in the future?

...and just out of curiosity are you personally happy with your dealer?

I am extremely unhappy with the dealer I bought my car from. But I only visited them one time for service. They did a poor job replacing the brake fluid as part of a recall (brakes were mushy afterward and they spilled brake fluid on calipers causing paint to peel off), and they botched the oil change (didn't use the oil I provided them and lied about it). Other than that one oil change, I have done all my own oil changes, air filters, etc.

I had the brake light switch recall done at another dealer, and service seemed fine there, except that once I gave the service dept my phone and email their sales staff constantly harassed me about buying a new car (about 25 emails and 10 phone calls over 6 months). This was despite the fact that I "unsubscribed" from their email list several times. I finally got them to stop when I replied to the salesman email telling him that if I received one more email or phone call from him, I would rip his f'ing head off. That worked.

But I would not be deterred from buying another Hyundai, as mine has been fairly reliable (but I don't have all the fancy electronics that have had a checkered reliability history).

 

[ckon]

I guess the important question is that given your overall experience thus far with your Genesis would you buy ANOTHER high-end Hyundai car in the future?

...and just out of curiosity are you personally happy with your dealer?

Yes and yes.

 

[Dimitry]

Dimitry - I am in Madison. We have two dealers here - both owned by the same dealer group that owns everything else in Madison.

Curt

I couldn't tell you about those two out there. If you ever need service in the Milwaukee area, there's only one I would trust for future service.

Regrettably, it has been a mixed experience with service. It's not consistent and at certain times not cognizant of the fact that the customer is the bloodline. This applies to both local dealerships, and at a corporate (HMA) level.

There is no clear policy (at least readily available to the consumer) on the corporate level how they handle complex issues and scenarios. It is from what I have seen and been told a case by case basis.

The dealers aren't non profit. They'll generally only give you a loaner if you purchased from them.

With that said, it's a great car in concept, although not so much in reliability, at least for me. I would ask a lot of questions about service and your anticipated experiences there so you are not disappointed.

 

[mistertmac]

I have been happy thus far. My dealdealership assured me personally that if I bring my car in for anything, I will always get a Genesis loaner, which they did honor when I went in for my first oil change.

 

[Nikgen]

I have been happy thus far. My dealdealership assured me personally that if I bring my car in for anything, I will always get a Genesis loaner, which they did honor when I went in for my first oil change.

You needed a loaner for an oil change?

 

[denisemarie]

I say go for it....

Just picked up our 2015 AWD Genesis in Black with the Ivory Interior.

LOVE It !

Had the dealer debadge the trunk and swap out the flying H for the Genesis Wings in chrome - just like the hood / the way the car is sold in Korea btw.
Looks like the flying spur Bentley. Very classy touch - your wife will love you for it.

Former Infiniti, Accura and Lexus owner.
Our First experience with Hyundai - but this car was so special decided to give Hyundai a shot.

We say Go for it - Get the AWD and the Ultimate Ivory Interior - It's a Beauty

-The car is sweet

 

[mistertmac]

You needed a loaner for an oil change?

Haha, yes, a loaner for an oll change. I also was getting the door sensor module replaced at the same time. Either way, even if it was just an oil change - that would include a car wash, so - yes, I would still get a loaner. It's just the fact that he told me that. I'm not sitting in a waiting room for an hour..

 

[jimb100]

The dealer where I bought my Genesis provides an interesting experience. I live in the Tampa Bay area and Hyundais are very popular among retirees. It seems like every third car around here is a Hyundai, but certainly not a Genesis. I've only one other of the new model in this area but Mercedes, BMW, Audi, Lexus, Corvette, are a dime a dozen.

At my dealership the sales people are like car sales people everywhere. I've had a couple of dealings with service and parts and they are impatient, not terribly knowledgeable and prone to roll their eyes a lot in response to what should be easy questions.

I am, however, persistent and not shy about asking to speak to a manager. Once they know you won't be bullied they aren't any more polite but they don't try to brush me off.

In contrast, my wife has only driven Mercedes or Lexus for the last 10 years. It is a different experience and certainly more pleasant but also more expensive.

I put some value on better service but its not $15,000 a car. To be fair, I paid invoice and got a very good trade in value, KBB trade in value which I thought was more than fair. I might have gotten a few hundred dollars more off but they had to locate the color I wanted which is more work for them. Also, I bought the extended warranty at a discounted price and lifetime maintenance, also at half price. I intend to keep this car 10 years. We have 3 cars and I expect this one to be a long term keeper. I also bought window tint, remote access via Bluelink, front end vinyl, pinstriping and a few other odds and ends, all at about half the retail.

I expect that, given my commitment to this car, I'll be treated accordingly by the dealership as a whole, but so far, I've had to escalate a couple of issues. I know that I'd never need to make this an issue at the Lexus dealer, but this is a Hyundai dealer and I'll escalate issues if need be.

Lots of people buying cars in this price range don't want the hassle and I completely understand. My wife is one of them.

 

[Aquineas]

I am extremely unhappy with the dealer I bought my car from.

Mark are you in the Houston area? If so, do you mind telling me (or PM'ing me) the dealer you had those issues with so I'll know who to avoid?

 

[Richard Ft. Lauderdale]

Do you mean are they going to back your car into a pole in the garage or drive another car across the front like Holman BMW in Ft. Lauderdale and not tell you when you pick up the car. Probably not.

Every time we have had a car serviced we have gotten a survey a few days later except of course these two times.