CPO & Connected Services

[goG80go]

From reading the Genesis website, I read it as 3 years of free Connected Services for any CPO.
I called support as my new to me CPO Connected Services expired after only 1 week. Support told me that the 3 years is only from the original owners purchase date. That is not how I read it at all.
Anyone experience this issue?

This is what the website states:
"Every Genesis Certified vehicle includes 3 years of complimentary Connected Services*. This advanced technology connects directly to your smart phone, allowing easy access to Genesis Certified services at the tip of your fingers."

 

[PFWiz]

From reading the Genesis website, I read it as 3 years of free Connected Services for any CPO.
I called support as my new to me CPO Connected Services expired after only 1 week. Support told me that the 3 years is only from the original owners purchase date. That is not how I read it at all.
Anyone experience this issue?

This is what the website states:
"Every Genesis Certified vehicle includes 3 years of complimentary Connected Services*. This advanced technology connects directly to your smart phone, allowing easy access to Genesis Certified services at the tip of your fingers."

If that is what the website states then why are you asking us?
Seriously dude, just keep asking for a manager and telling them what the websites says until you find one with a brain. We can't help you with that....

 

[joegr]

The non-CPO used ones come with three months of connected services, so you should get at least that much. Note that it is not "free," it is included. (You are paying for that three years as well as the warranty and so on in the up charge for CPO over non-CPO.) I'd start with the dealer that sold you the CPO.

 

[goG80go]

If that is what the website states then why are you asking us?

Looking for other peoples experiences with this and how they handled. The support rep said the website was wrong. I have not escalated yet as just reaching the first level support is quite a wait. I guess I am on the wrong website asking for other peoples Genesis experiences.

 

[PFWiz]

Looking for other peoples experiences with this and how they handled. The support rep said the website was wrong. I have not escalated yet as just reaching the first level support is quite a wait. I guess I am on the wrong website asking for other peoples Genesis experiences.

There is no such thing as "The website is wrong" If they say it in writing they must stand behind it.

 

[EdP]

There is no such thing as "The website is wrong" If they say it in writing they must stand behind it.

Maybe. I'd sure try though

Genesis Terms & Conditions || Genesis USA

We welcome your visit to our websites. The Genesis Motor America Website and Webservice Terms of Use is available for your reference.

www.genesis.com

GENESIS DOES NOT WARRANT THAT THE CONTENT OR SERVICES AT THE SITE OR FUNCTIONS CONTAINED IN THE MATERIALS AT THE SITE WILL BE AVAILABLE, UNINTERRUPTED OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED, THAT THE SITE OR THE SERVER THAT MAKES IT AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS, THAT ALL PRODUCTS OR SERVICES LISTED, SOLD, OR ADVERTISED ARE AVAILABLE, OR THAT ALL TRANSACTIONS WILL BE COMPLETED. NEITHER GENESIS NOR ANY OF ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, REPRESENTATIVES, AGENTS, LICENSORS, OR LICENSEES WARRANT OR MAKE ANY REPRESENTATIONS THAT THE CONTENT, MATERIALS, OR INFORMATION CONTAINED AT THE SITE ARE CORRECT, ACCURATE, COMPLETE, UP TO DATE, AND/OR RELIABLE

 

[PFWiz]

Maybe. I'd sure try though

Genesis Terms & Conditions || Genesis USA

We welcome your visit to our websites. The Genesis Motor America Website and Webservice Terms of Use is available for your reference.

www.genesis.com

GENESIS DOES NOT WARRANT THAT THE CONTENT OR SERVICES AT THE SITE OR FUNCTIONS CONTAINED IN THE MATERIALS AT THE SITE WILL BE AVAILABLE, UNINTERRUPTED OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED, THAT THE SITE OR THE SERVER THAT MAKES IT AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS, THAT ALL PRODUCTS OR SERVICES LISTED, SOLD, OR ADVERTISED ARE AVAILABLE, OR THAT ALL TRANSACTIONS WILL BE COMPLETED. NEITHER GENESIS NOR ANY OF ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, REPRESENTATIVES, AGENTS, LICENSORS, OR LICENSEES WARRANT OR MAKE ANY REPRESENTATIONS THAT THE CONTENT, MATERIALS, OR INFORMATION CONTAINED AT THE SITE ARE CORRECT, ACCURATE, COMPLETE, UP TO DATE, AND/OR RELIABLE

They can say they are not responsible all they want to. It does not in any legal way make them actually not responsible.... Don't tell me this the first time you have any run into that issue.

 

[goG80go]

Follow up on this saga as it is still ongoing.
I am dumbfounded how poor Genesis customer service is. I expected more from a "luxury" brand. They are either very clueless or outright liars. This whole experience has moved my wife off getting the GV80 and looking at a Lexus now. She said we will not pay Genesis prices for Hyundai level service.
Regarding my ordeal trying to get the included Connected services for CPO vehicles enabled.
- Rep #1 told me that only new owners are entitled to "complementary" Connected services.
- Rep #2 told me I was entitled to them, they just needed to open a ticket with engineering to enable them which they would do
- Rep #3 told me to just send in proof of CPO, which I did and they acknowledged and said they sent it to supervisor and it would be approved in 2-3 business days
- Rep #4 told me Rep #3 did not send it over then said she did send it over. I just need to wait 5 more business days
- Rep #5 told me I need to sign up and pay for 1 month and then they will refund me and activate the 3 year service free

I also tried multiple times to speak to aa supervisor but was denied every time.

Suffice to say, I still do not have service enabled. Several were consistent in saying I should work through the dealer as it may be quicker. I tried that and after being ghosted by the dealer, I got them to respond after filing a BBB complaint. They were lackadaisical in their response and after much aggravation, they agreed to just pay for the 3 years of services. I am just waiting for that to happen now. The dealer was trying to work with Genesis support too and was also told what Rep #5 said, so we pursued that plan and services were never enabled. So it appears Genesis has no problem lying to either customer or dealer.

Genesis prices for Hyundai level service. (But to honest, this is poor performance no matter what level of car)

 

[COMPLEXPISCES]

I agree, their customer service is awful!!! I think that they just tell everyone that all things will take 3 to 5 business days and that all they can do is submit tickets to the engineers. I have never encountered such poor customer service in my life! I asked to speak to a supervisor and I was told that takes 5 to 7 business days. Once I have my issue resolved I pray that I will never have to contact them for anything again!

 

[goG80go]

I am hoping they fix their customer support part problem as part of fixing the dealership issue that they seem to have recognized. They have a rock solid lineup and now need to tackle the support/service side of the house. Those issues will only be exacerbated as they continue to sell more and more autos.

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