Yes, you have to consider price paid for the car vs. services rendered. But if after-sales-service is a big deal to you, it can be concerning. My base G80 was $37,500 new, much less than anything else available in the same class. It has features that were upgrades on other models that were in the mid $40's and higher.
My car is 2 years old now with only 11,200 miles. Bought at Genesis of Plano, Texas (north side of Dallas).
But to your point, I had a similar experience two weeks ago. First of all, I've resigned to doing my own maintenance, even though we get the free maintenance for 3 years. But I had the G80 brake recall to deal with, so I figured I'd take it in and let them change the oil and cabin filter, and do a few things. I provided my own oil - even though the manual requires full synthetic (ACEA A5), the only put in standard oil. You have to pay $45 extra to get full synthetic. So I provided my own oil for half that price.
I called to make the appointment six days in advance. The lady who answered the phone had a bad cough and had no issue with coughing directly into the phone - several times. Okay.. whatever. Of course they had no valet cars available, it would be over a month out if I wanted to schedule that. I asked if I brought it in, can I get a loaner? Even a Hyundai will work - she said it was doubtful. With the car shortage due to covid, I get it - but that was one reason I bought the car. Okay, so the wife will have to drive me there. I listed out the things I wanted done -
Brake recall for 2019 G80
Change the oil, I'm providing the oil, they supply the filter
Tighten rear-view mirror (it wobbled)
Replace cabin filter (first time)
Check four-
wheel alignment (a pay item for me, if needed)
Standard multi-point inspection
The lady was not familiar with the recall, had to look it up. Asked me if I was bringing "Mobil One" - I said no, it's another full synthetic oil. She said "not Mobil One"? I said no, but it meets the spec. Got to the cabin filter - she said we normally change those at 15K miles. I pointed out the manual says 12 month or 7,500 miles and she said "we'll see what we can do". She called me "hun" several times... friendly lady.
Same lady called me back the day before the appointment as a reminder - nice touch - but asked me what work I was having done! We had to go over it all, again. Poor system! At least her cough was better, but not gone.
So I took it in at appointment time and a guy comes out with an iPad to sign in the car. He begins typing in the
VIN, messing it up and retrying several times. I asked him "why don't you jus scan it in?" - he said we don't have that capability. Once he pulls the car up, he turns to ask me "okay, what do you want to have done with the car?" Are you kidding me? He answered "well, that was probably all entered on the Hyundai side, it's not showing up in the Genesis side (of their system). So, we went over is again.. third time - and got it entered.
Went to pick the car later that afternoon. I get to the counter and the lady says "that'll be $140 (something)". I said for what, Genesis offers free maintenance for three years. I asked if the alignment needed to be done, she said no, it was for the oil change. I said that should be free, she looked at me like I was crazy, said "you need to take that up with your service advisor", and took the next person in line. So I went in search for the service manager, luckily he was still there, it was after 5PM. He said "my bad, I didn't enter it correctly" and did fix it, but still - I should not have to deal with this crap.
A few days later I logged into the Genesis Connected Services website and none of my service had been logged / registered. They have that section where you can enter your own service, and I do that religiously - oil changes, tire rotations, even radio firmware updates.
Okay - I just looked at their website and the recall warning is gone - thank you. I understand that can take a bit.
I'm used to Sewell dealerships in Dallas, Sewell
Infiniti in particular. They are remarkable, and treat you like a king. Their facilities are new, clean, they offer a nice seating area with soft drinks and coffee, snacks, nice seating, TVs, good lighting, etc... and they answer with "hello Mr. Xxxxx" when I call - from the CallerID.
So you have to weigh the cost of the car with the service. If you want to save thousands (even $10's of thousands) and you're fine doing your own maintenance, and don't mind dealing with a low end service department those times you have to go in, then Genesis is a bargain.
