Concierge Service? What concierge Service

[ifonline]

It IS a dealer problem along with Genesis and Hyundai. I was told by sales person the reason no Genesis loaners is due to negotiations going on.

Luckily the sales person would never lie to you or your rant might seem a bit foolish. Nevertheless, I have no doubt that Genesis executives collectively gasped, "Oh, crap, Topster just said he won't buy another vehicle from us. We're doomed."

 

[Windchaser]

It IS a dealer problem along with Genesis and Hyundai. I was told by sales person the reason no Genesis loaners is due to negotiations going on. 2019 cars are all waiting for shipment until they decide just how they will handle the sales of the Genesis and Hyundai. My dealer was told they would get a new building just for Genesis and then it became they would get a new addition to their present building with a seperate Genesis service area etc etc. They have no idea WTF is going on and the customers have to suck it up. Maybe when the realize they will be losing customers they might get their heads out of their asses. I know that I for one, will NOT be getting another Genesis or Hyundai again. And I have had new ones since 2010. No more. Lexus or Caddy.

And some of this is outside the control of Genesis. They have to navigate 50 different sets of franchise laws and more likely than not 50 different very powerful lobbying groups. Given there are dealerships where people are getting good service, are getting loaners, including Genesis vehicles, what is happening is not the result of a corporate edict by Genesis. I’m quite sure there are dealers out there that would lay all the blame on Genesis even the dealership is responsible for having loaner vehicles and providing the concierge service.

 

[Topster]

Luckily the sales person would never lie to you or your rant might seem a bit foolish. Nevertheless, I have no doubt that Genesis executives collectively gasped, "Oh, crap, Topster just said he won't buy another vehicle from us. We're doomed."

Rant? Maybe you put up with shitty service and treatment, but I don't have to and will not. Loyalty is a 2 way street. And if enough people had the balls to step up and bitch about the service and problems, it may just wake someone up. On the other hand, you will always have people who will roll over and play KA with a product or company just because they think it makes them better. If people do stand up, it gets noticed. Unless this problem is solved soon, I will be sure to tell all my friends etc etc, just how it was to own a Genesis and deal with the Genesis/Hyundai BS. And my "rant" may not doom Genesis, but when I switch brands, it sure as hell will relieve all the BS I am getting from Hyundai/Genesis and I will not have to put up with having an entire roof replaced for a couple of times until they get it right.

 

[EdP]

Rant? Maybe you put up with shitty service and treatment, but I don't have to and will not. Loyalty is a 2 way street. And if enough people had the balls to step up and bitch about the service and problems, it may just wake someone up. On the other hand, you will always have people who will roll over and play KA with a product or company just because they think it makes them better. If people do stand up, it gets noticed. Unless this problem is solved soon, I will be sure to tell all my friends etc etc, just how it was to own a Genesis and deal with the Genesis/Hyundai BS. And my "rant" may not doom Genesis, but when I switch brands, it sure as hell will relieve all the BS I am getting from Hyundai/Genesis and I will not have to put up with having an entire roof replaced for a couple of times until they get it right.

You have good reason to be upset. I think right now plenty of people are letting Genesis know about the present problems, but I think for the moment they are unable to rectify it immediately. Hopefully, that will change in the next few weeks.

In another reply I mentioned I'd no longer will buy GM products. I had a similar experience like you are having. (actually on two different cars) You also said the salesman offered to sell you a new car. That is what GM tried to do for me me. They gave me a certificate for $500 after making my best deal on a new car. I just wanted my car fixed. I ended up giving that car away after so many problems.

Unfortunately, ever car maker has similar problems. Of course, it is the worst when it is MY car. As for individual dealers, there are very few really good ones, plenty of bad ones, no matter the brand.

Good luck with whatever you decide.

 

[RCH04]

I'm appreciating this interesting discussion. I just started my search for a replacement for our A6 and the G80 is high on this list. The Genesis checks a lot of the boxes for me but I had some concern for the dealer network, inventory availability and dealership commitment to the new brand. This site has answered a lot of questions for me and shed some light on things that I wasn't aware of. Not many 3.8 AWD's around me but I'll keep looking and see how things improve.

 

[Gen127]

I know that I for one, will NOT be getting another Genesis or Hyundai again. And I have had new ones since 2010. No more. Lexus or Caddy.

Good luck!
All luxury brands—(especially the new kids on the block) have their share of 'issues.' Currently, Genesis problem seems to be with their dealership supply. Overall though, per the most recent JD Power Qality Study, "...Kia, Genesis earn top marks as buyers report fewest problems."
44 Cadillac Reviews and Complaints @ Pissed Consumer
Terms of Service Violation

 

[Nobody]

You’re right MCC. FWIW, I did talk with the previous Genesis advisor and built a relationship. Am sad he is gone. That said, I will be doing all the requests via phone now.

As follow up, positive experience with Alexandria Genesis/Hyundai. Took my car in Wednesday afternoon and dropped off. Gerald, Genesis Service Manager, apologized there were no Genesis cars available as a loaner but had a new Sonata Limited I could take and was parked right near the exit. Was out the door in 5 mins or less; very appreciative of the quick turn as that’s all I’m looking for.

Got a phone call on Thursday (Troy) that the service was done. Asked how I wanted to proceed. Swap cars or pick up. I said I’d swing by with the loaner. Again, quick exit with my car up front, paperwork ready, and a thank you for my business.

Anyone who has been to Alexandria Hyundai knows the place isn’t big or fancy, but they got the job done with a pleasant interaction. Not a bad first experience. I will use them again or may try a different Genesis/Hyunadi dealership in DC just out of curiosity (ie, Genesis of Springfield or Pohanka Genesis).

Separately, I’m now spoiled. The Sonata was a fine car with hints of interior similarities in dash/layout — nothing like the G90 ride though.

 

[Paulsr]

Called to schedule an oil change this morning and the dealer asked if I was dropping it off or if they were picking it up. I told them I would drop it off and would need a loaner. They said no problem. The only thing is I may not get a Genesis.

I think this is a dealer issue, not a Genesis issue.

 

[Paulsr]

I don't think the Genesis sales literature says the service is available at the option of the dealer. Only limitation I remember is miles from dealer. Genesis warantees the car and the service is just as much a commitment by them. The literature says you will get a Genesis as a loaner. My dealer won't provide any car at all. I'm taking the car in on Monday and the best they will do is shuttle me home (and I had to ask for that) and even then the manager groaned when I said it was 10 miles.
If they fix the problem with my car and I never need to go back I'll get over it. If there was no consiegere service I would have bought the car anyway. However, they would have been better off if they never promoted it. Not living up to expectations is much worse than not offering the service.

 

[EdP]

I don't think the Genesis sales literature says the service is available at the option of the dealer. Only limitation I remember is miles from dealer. Genesis warantees the car and the service is just as much a commitment by them. The literature says you will get a Genesis as a loaner. My dealer won't provide any car at all. I'm taking the car in on Monday and the best they will do is shuttle me home (and I had to ask for that) and even then the manager groaned when I said it was 10 miles.
If they fix the problem with my car and I never need to go back I'll get over it. If there was no consiegere service I would have bought the car anyway. However, they would have been better off if they never promoted it. Not living up to expectations is much worse than not offering the service.

This is from the website. I have no idea what the "exclusuions may apply" really means.
Genesis Service Valet is for 2017-2019 model-year vehicles for maintenance and warranty repairs for 3 years/36,000 miles, whichever comes first. Mileage and ownership limitations may apply. See your retailer for details. Genesis reserves the right to change program without notice. Exclusions may apply.

Everyone here has read, wrote, and otherwise has seen the present dealer problems. Hopefully it will be resolved soon. I've had two oil changes so far and the dealer has offered to pick up. I chose to take it to them and wait.

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[Mcc]

I don't think the Genesis sales literature says the service is available at the option of the dealer. Only limitation I remember is miles from dealer. Genesis warantees the car and the service is just as much a commitment by them. The literature says you will get a Genesis as a loaner.

Relying on your memory is always a sketchy proposition. The Genesis warranty works partly because Corporate reimburses the dealer. I believe that’s not true with loaners. As soon as you can figure out how Corporate can make the dealer do what corporate wants them to do let us all know maybe we can get much closer to getting the dealer dispute settled and some cars released.

This is from the website. I have no idea what the "exclusuions may apply" really means.
Genesis Service Valet is for 2017-2019 model-year vehicles for maintenance and warranty repairs for 3 years/36,000 miles, whichever comes first. Mileage and ownership limitations may apply. See your retailer for details. Genesis reserves the right to change program without notice. Exclusions may apply.

Everyone here has read, wrote, and otherwise has seen the present dealer problems. Hopefully it will be resolved soon. I've had two oil changes so far and the dealer has offered to pick up. I chose to take it to them and wait.

Here is the exact picture. Paulsr, do you have the literature that says you are going to get a Genesis? See your dealer for details.