Customer Care doesn't.

[Shield]

Car - 2015 3.8 Ultimate. Leased in April 2015. Current mileage - 11k total.

Car was fine for the most part for the first year and a half.

Dec 2016 - Car ran very funny and kept shutting off. After limping home towed back to the dealer; replaced ECU.
In dealership for ~2 weeks - had to wait on ECU and the head unit needed replaced too (would not save Sat presets).
Loaner car given - Base model Elantra (far cry from a Genesis Ultimate, eh?)


Spring 2017 - A very pungent smell came from the vents every time I started the car and would last for the first few minutes of driving. Almost smelled like the worst body odor ever; it was really rough. After a week of this I took it back to dealer - they had the car almost 2 weeks and put something in the circulation system to try to remediate it. Dealer stated "we've had a few other cars that did this as well - this usually fixes it". Smell is not completely gone, but tolerable.
No loaner car available immediately; I did not push the issue as I had another car to drive.
Of note, I had to keep calling the dealer to find out when the car was finished; they didn't notify me. They had the car a couple of weeks.

Summer 2017 - I bought an Audi A6 just because I was tired of the smelly Hyundai. Got the oil changed early fall.
Started the car every 3 weeks and drove it for ~20 minutes to keep the battery up.

December 7, 2017 - Car completely dead; no dome light, doors won't unlock with the fob. Tried to jump it up front; car would "click-click" over and over but not fire up. Called the emergency road side assistance; they towed it to the dealer.
12/8 - Dealer said the battery was completely dead - I would be out $286 for the replacement cost.
This is on a LEASE in which my original salesman said everything would be covered mechanically for 3 years (save for tires and brake pads and any wear/cosmetic damage on interior and exterior.
Called customer care twice that day - long wait times - no "supervisor" available to speak to. Said they'd call back.

12/9 - Called CC again. No one available. Escalated, whatever that means.

12/11 - Called CC again. No supervisor available, no one called me back. "Amanda" stated that Hyundai would be covering the battery for me (her words) and asked for the dealer name/number. Have not heard from anyone.

12/12 - Went over to the lot and pulled the battery myself and put it on a very low 1 AMP trickle charge.
No calls from anyone at Hyundai, either the local dealer or customer care.

I drove Lexus from 2002-2016 and never had anyone just flat out not return my call from corporate. I do not swear or get emotional on the phone (mostly not emotional ) and I know things break in the automotive world - it's all in how they're dealt with.

So in the last couple of days I've been reading about all the electronic issues with the 2015 Genesis cars.

Shame that a car with a $52k sticker and 11k miles I can't get a call back on.

Frustrated, but mostly disappointed.
Shawn

 

[EdP]

Car - 2015 3.8 Ultimate. Leased in April 2015. Current mileage - 11k total.

12/8 - Dealer said the battery was completely dead - I would be out $286 for the replacement cost.
This is on a LEASE in which my original salesman said everything would be covered mechanically for 3 years (save for tires and brake pads and any wear/cosmetic damage on interior and exterior.
Called customer care twice that day - long wait times - no "supervisor" available to speak to. Said they'd call back.

12/9 - Called CC again. No one available. Escalated, whatever that means.

12/11 - Called CC again. No supervisor available, no one called me back. "Amanda" stated that Hyundai would be covering the battery for me (her words) and asked for the dealer name/number. Have not heard from anyone.

12/12 - Went over to the lot and pulled the battery myself and put it on a very low 1 AMP trickle charge.
No calls from anyone at Hyundai, either the local dealer or customer care.
Shawn

For starters, you need a better dealer. My Genesis warranty is not handy, but Hyundai covers the battery 3 years not prorated. This should be the same. You should also at least get a call back too. I don't know if the battery is dead from non-use or defect but the shop should be able to figure it out. Hope it gets better, this is not good for brand image.

 

[Mcc]

Who was your dealer? It will help others when making decisions about using them.

 

[Shield]

That is very true Ed.
Case in point - the dealership that the car is currently sitting at is about 3 miles from my house. The one I purchased the car from about 1/2 hour. I test drove these at both dealerships, but the further dealer gave me probably 65 bucks less per month on the deal (lease). I have had it serviced at the nearer dealership - first time I took it in for an oil change one of the salespeople came out and was frankly kind of rude - "why didn't you get this car from us" - "Their deal was much better" "You could have countered us and we'd have gotten there" - my response - "why didn't you just give me a much better starting price?"

 

[Shield]

*Update* Finally after numerous calls and me explaining the situation to the right person at Hyundai corporate they agreed to pick up the tab for the replacement battery. I am glad this is over; this shouldn't have big this big of a hassle for a leased car on "America's best warranty".

For now the takeaway is Hyundai might be fine for ~25k cars but the service isn't in place for the higher end vehicles. Will be turning this end at the end of the lease - the $400 disposition fee is annoying too.
See you guys.
Shawn

 

[EdP]

I'd not even call it a happy ending, barely acceptable is more like it. That battery is clearly under warranty. The question I have though, is what caused the problem in the first place? The car is little used it seems and all cars today have some parasitic drain. There must be a way to check it out if they wanted to.

 

[Mcc]

*Update* Finally after numerous calls and me explaining the situation to the right person at Hyundai corporate they agreed to pick up the tab for the replacement battery. I am glad this is over; this shouldn't have big this big of a hassle for a leased car on "America's best warranty".

For now the takeaway is Hyundai might be fine for ~25k cars but the service isn't in place for the higher end vehicles. Will be turning this end at the end of the lease - the $400 disposition fee is annoying too.
See you guys.
Shawn

Please give us the name and location of the dealer and spare your fellow members the same experiences. It’s the only way things will improve. Is there some need for secrecy about this?

 

[Audio]

Is there some need for secrecy about this?

Probably because it's an internet forum and even though he isn't happy with them, he doesn't want to be responsible for them getting bombarded with low reviews and rude messages from internet trolls who never directly had a single experience with the dealership.

 

[javierdos]

Hello everyone

I speak from Spain, and I give my opinion on this subject

I have owned more than 100 cars of all models and brands, preferably high-end mercedes and bmw

Buy my Genesis as the units that were sold had an excellent price for the large number of options that were included as standard, all units were like your Ultimate but with only 3.8 engine and total traction

The car, simply magnificent and until today with practically no problem

On the Hyunday network, SIMPLY BAD

Here we say that the common mistake is to start a house on the roof, and this is the mistake of Hyundai here in Europe, the dealers are used to selling and dealing with mid-range customers, their workshops are just as large as they are. they are local and small concessionaires, For what they do not know anywhere near what the big brands give and take care of their customers of high-end cars

But the worst is that Hyunday Europe has hardly any spare parts, any breakdown or blow becomes a nightmare and with long terms, and the kindness of the dealer in providing you a vehicle while you are without a car shines by its absence.

Result for Hyunday, THEY HAVE STOPPED FROM SELLING GENESIS IN EUROPE

Those of us who had trusted them, cared nothing

Mark to forget

Greetings and Merry Christmas

( sorry my bad english )

 

[Shield]

Probably because it's an internet forum and even though he isn't happy with them, he doesn't want to be responsible for them getting bombarded with low reviews and rude messages from internet trolls who never directly had a single experience with the dealership.

Pretty much.
I dealt with a few service advisors, the assistant service advisor manager, and finally the actual service manager was able to make things happen. It's also possible my repeated calls to the customer care line finally resulted in me reaching the right person - someone who actually called the dealership for me.

I have no idea - I don't have the secret sauce / handshake here. I will say the last person (Amanda) that I spoke to in customer care initially did the same thing as all the others - she asked me to confirm my contact information. This time I told her "No, I have done this 6 other times without a result. I will stay on the line until you can come up with a solution for me" and "I have the number and address of the dealer where my car is located".

The old advice about not buying the first model year also holds true here - I wonder if the issues got ironed out for the MY'16's?

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[Audio]

The old advice about not buying the first model year also holds true here - I wonder if the issues got ironed out for the MY'16's?

That all really depends, and obviously I wouldn't expect that every regular car buyer/owner be so in depth with their research and car knowledge, but it really depends on if anything major actually changed.

A perfect example:
My wife's 2006 Sonata was the first year after a new model change. It has been flawless. but the major components were not all-new.
My 2009 Genesis 4.6 is in the process of a complete motor swap because the first run(That I think even ran through the 2010 model year as well), of TAU 4.6 V8's had shit valve springs that could cause catastrophic failure if not caught in time.

I do not personally know if there were any major changes in drivetrain for the second gens, but if not I kind of doubt that "avoid first year" advice really applies.

 

[HyperLunatic]

+1 on Customer Care that doesn’t really care. I get the “bsd canceled” message frequently. Happens when the car is clean and the weather is clear. Happens when the BSD button is turned on or when it is turned off. The only way to clear the alert is to turn off the car. The alert covers the entire dashboard screen and won’t go away. I took my 2015 Genesis to two different dealers. They both told me they can’t fix it because “they can’t recreate the issue and there are no error codes”. I contacted Hyundai customer care. After wasting hours of my life, they also said there is nothing they can (or are willing) to do. I know this is a known issue because it is all over the forums. It affects not only Genesis but all Hyundai vehicles with this piece of crap BSD feature. Buyer beware!!!

 

[opticsguy]

I've taken my Genesis to the Hyundai dealer I bought it from for an oil change, twice. Both times I got it for free because it took over 2 hours. Meanwhile, you're sitting in a dingy waiting room. And this dealer wants to be a Genesis dealer. I understand the difficulty of starting a luxury brand, but after 3-4 years nothing has changed in the culture or infrastructure.

 

[the.tru.albertan]

I've taken my Genesis to the Hyundai dealer I bought it from for an oil change, twice. Both times I got it for free because it took over 2 hours. Meanwhile, you're sitting in a dingy waiting room. And this dealer wants to be a Genesis dealer. I understand the difficulty of starting a luxury brand, but after 3-4 years nothing has changed in the culture or infrastructure.

Agreed. Kind of goes with all mainstream dealers. I stopped hanging around at dealers a long time ago while PM work like oil changes or inspections take place. I just drop the car off and take an Uber home. I usually say to the service dept. to not bother calling me when the car is done. I'll be back near the end of the day to pick up the keys.

I despise hanging around at dealerships. Way better things I could be doing with my time.

 

[Sal Collaziano]

+1 on Customer Care that doesn’t really care. I get the “bsd canceled” message frequently. Happens when the car is clean and the weather is clear. Happens when the BSD button is turned on or when it is turned off. The only way to clear the alert is to turn off the car. The alert covers the entire dashboard screen and won’t go away. I took my 2015 Genesis to two different dealers. They both told me they can’t fix it because “they can’t recreate the issue and there are no error codes”. I contacted Hyundai customer care. After wasting hours of my life, they also said there is nothing they can (or are willing) to do. I know this is a known issue because it is all over the forums. It affects not only Genesis but all Hyundai vehicles with this piece of crap BSD feature. Buyer beware!!!

I had to turn off all email to your account - and delete any thread subscriptions you had. I received a message from the company that sends our email that states you complained about the notification we sent you regarding this topic. If you didn't complain deliberately - and it happened as a result of your email client automatically labeling our emails as junk - then you could whitelist our email address to avoid having this happen in the future. Contact me if you have any questions...