Customer Service Problems

[Garrett G80]

A warm hello to all of my fellow Genesis owners (and lessors)!

I should start by saying how happy I am to find a forum such as this. It is sometimes too easy to lose perspective without the ability to bounce ideas and experiences off of others, and so I am grateful to anyone who reads and responds to my post(s).

What I would like your help with, is gaining some perspective on what might be normal practices and what is not. The fact is, I LOVE my G80 and it is by far the nicest car that I have ever had, but the service that came with the car has not at all been what I was led to expect.

For the most part, I am fine with this. As a business owner myself, I am quite forgiving of most things because I know how hard running a business can be, and also how hard delivering little perks are when there is a larger business to run. But recently my service experience has changed from kinda crappy to possibly corrupt. As you might imagine, I really don't want to make that kind of accusation without some very serious consideration.

The essence of the matter is this:

1. I was told that I would receive concierge service and free schedule service for 5-years and 100,000 km, whichever came first.
2. The last time I had an oil change, at approximately 3-years and 60,000 km, I was told that my scheduled services had now all been completed, and so I would no longer receive any concierge service.
3. I asked what scheduled services I had received, and was shown an itemization for 8 scheduled maintenance events being completed, with the last three indicating that they were to be done at 72,000 km, 84,000 km and 96,000 km.
4. The alleged reason as to why these were completed in the first 60,000 km was that 'it's complicated', and there was a general insinuation that I had requested them to be completed early (!?!) but the fact is that they have now been completed and so my special Genesis experiences are over.

There are, of course, other details. I will attach a copy of one email thread to give you an deeper feeling for the conversation, but I know we are all busy, so I understand if no one has time to read that. (I've removed last names, email addresses and phone numbers to protect identities).

I want to feel better about this. I love my car and have a deep existing crush on the new GV80, but now I really feel like I just can't trust the company.

I'll be grateful for any insights or advice that any of you can offer.

Best regards,
Garrett

 

[pulsar]

Hopefully you have in writing what you were promised? There have been owners here who were told one thing, dealer seemed to get amnesia at a later time and lacking in-writing agreements on sales orders or on any of the buying paperwork, you may be hosed. The longer you stay here the more you will pickup on a chief complaint with a lot of owners is Hyundai service and Hyundai experience on a Genersis vehicle. Genesis has a huge hurdle to overcome and not sure how they will better anything in the near term? I do all my own service so I don’t mess with dealers unless I have a warranty issue. Knocking on wood that does not happen.

 

[EdP]

A warm hello to all of my fellow Genesis owners (and lessors)!

I should start by saying how happy I am to find a forum such as this. It is sometimes too easy to lose perspective without the ability to bounce ideas and experiences off of others, and so I am grateful to anyone who reads and responds to my post(s).

What I would like your help with, is gaining some perspective on what might be normal practices and what is not. The fact is, I LOVE my G80 and it is by far the nicest car that I have ever had, but the service that came with the car has not at all been what I was led to expect.

For the most part, I am fine with this. As a business owner myself, I am quite forgiving of most things because I know how hard running a business can be, and also how hard delivering little perks are when there is a larger business to run. But recently my service experience has changed from kinda crappy to possibly corrupt. As you might imagine, I really don't want to make that kind of accusation without some very serious consideration.

The essence of the matter is this:

1. I was told that I would receive concierge service and free schedule service for 5-years and 100,000 km, whichever came first.
2. The last time I had an oil change, at approximately 3-years and 60,000 km, I was told that my scheduled services had now all been completed, and so I would no longer receive any concierge service.
3. I asked what scheduled services I had received, and was shown an itemization for 8 scheduled maintenance events being completed, with the last three indicating that they were to be done at 72,000 km, 84,000 km and 96,000 km.
4. The alleged reason as to why these were completed in the first 60,000 km was that 'it's complicated', and there was a general insinuation that I had requested them to be completed early (!?!) but the fact is that they have now been completed and so my special Genesis experiences are over.

There are, of course, other details. I will attach a copy of one email thread to give you an deeper feeling for the conversation, but I know we are all busy, so I understand if no one has time to read that. (I've removed last names, email addresses and phone numbers to protect identities).

I want to feel better about this. I love my car and have a deep existing crush on the new GV80, but now I really feel like I just can't trust the company.

I'll be grateful for any insights or advice that any of you can offer.

Best regards,
Garrett

I can see how they are counting the services by number and you get X number in five years. In other words, if you went in for an oil change every month you'd be done by the end of the year.

Oil changes should be done and covered by the frequency set in the manual. Not sure in Canada but we have normal and severe and my severe services were covered for the term. Unless you are going more frequent than the owner's manual, IMO you should be covered as advertised. This is from the Genesis Canada website:

Enjoy a worry-free ownership experience that includes Complimentary Scheduled Maintenance for 5 years or 100,000 km, whichever comes first.

Key work here is "scheduled" according to the manual. If you went more often, it would be on you, if you followed the book, it should be covered five years. In your item 4 above, did you ask they be done before the time scheduled in the manual?

 

[Garrett G80]

Thanks very much to you both for responding!

We do have the normal and severe categories here in Canada, but I’m not sure how they would be applied. I also doubt that my driving would be considered severe, particularly since Covid has stopped all commuting.

The oil change issue is an interesting one. Admittedly, I only take the car in when it tells me to. I get a message that Servicing Due in 1000km, and once count down is complete I take it in.

I think that one reason I am really suspicious about this is because I had a $2,000 brake job done in November, and then needed to do a schedule maintenance brake service in February. I thought that this was just an oil change but they ended up needing the car for a few days.

This, ultimately, was my last scheduled service, and this whole thing has left me feeling really dubious about the way my dealership has run the program.

 

[EdP]

Thanks very much to you both for responding!

We do have the normal and severe categories here in Canada, but I’m not sure how they would be applied. I also doubt that my driving would be considered severe, particularly since Covid has stopped all commuting.

The oil change issue is an interesting one. Admittedly, I only take the car in when it tells me to. I get a message that Servicing Due in 1000km, and once count down is complete I take it in.

I think that one reason I am really suspicious about this is because I had a $2,000 brake job done in November, and then needed to do a schedule maintenance brake service in February. I thought that this was just an oil change but they ended up needing the car for a few days.

This, ultimately, was my last scheduled service, and this whole thing has left me feeling really dubious about the way my dealership has run the program.

OK, a little more information changes things. Looking at your services on the email it looks like they were close together. Now, if you went in and said you wanted service earlier than needed, it would be on you. If you wanted your oil changed every week you'd run out of the freebies pretty fast.

Now you state you went by what the car was telling you to do. The dealer resets the chage every time you take it in. Sounds to me like they did not set the interval properly. I'm not a lawyer but it seems you have a good case here that the dealer, not you, forced the early service. Yes, I would fight that. Put the blame on the dealer, you just followed instructions from the car.

Next, what is the brake job? How many miles? Brake wear depends on driving conditions. When I lived in the city they went fast with a stop sign on every corner. In a more rural setting, 60,000 km is closer to what I got on most cars. My dealer wanted $300US per axle but a local trusted shop was $200US. What did they do that would cost that much? I'd expect gold plated calipers for that much. You paid about $1500US. Crazy.

I'd want to have a nice sit down with them and explain how they used up your free service well ahead of time due to their carelessness setting the service interval.

Good luck, please follow up and let us know how it went.

 

[Mcc]

I'd want to have a nice sit down with them and explain how they used up your free service well ahead of time due to their carelessness setting the service interval.

I’m not a lawyer either, so what do you say to the dealer when he says we weren’t careless about anything. You brought it in and told us to service it and we followed your instructions. If the service interval was set wrong it then you must have fiddled with it. There is no advantage to us doing the service early. We still have to do all that the contract calls for. In other words you have no proof and you have no case.

 

[EdP]

I’m not a lawyer either, so what do you say to the dealer when he says we weren’t careless about anything. You brought it in and told us to service it and we followed your instructions. If the service interval was set wrong it then you must have fiddled with it. There is no advantage to us doing the service early. We still have to do all that the contract calls for. In other words you have no proof and you have no case.

I'd at least start by asking how they reset the interval and see what the factory setting is. If there is a car on the floor it would be easy enough to check.

Biggest problem is, car dealers have a well earned reputation for being sleazy and denying any fault.

 

[Garrett G80]

And this is the crux of the matter, I think. It brings me back to the main thing that I’m feeling. I really love this car, but the dealership really does feel kinda shady. I hate to say that, but it’s true. My wife stopped being able to deal with them in the first year because she always felt like she was being lied to (we had a long history of transmission problems before they finally changed it a couple months ago). I’m going to try and deal with Genesis Canada and see if that makes any difference. I’m not optimistic though.

 

[EdP]

And this is the crux of the matter, I think. It brings me back to the main thing that I’m feeling. I really love this car, but the dealership really does feel kinda shady. I hate to say that, but it’s true. My wife stopped being able to deal with them in the first year because she always felt like she was being lied to (we had a long history of transmission problems before they finally changed it a couple months ago). I’m going to try and deal with Genesis Canada and see if that makes any difference. I’m not optimistic though.

Have to wonder, is the dealer gaming the system? Push for early use of the paid service then sell more? Would be good to have Genesis involved,

 

[Garrett G80]

By way of a quick update, I just had my first telephone call with Genesis Canada, and it really was exceptional. I don't know if or how the concerns will be resolved (I should hear back in two days), but I definitely feel like I was treated like a valued customer and taken seriously.

So, so far so good...

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[dasher7]

Garrett, was Genesis Canada able to resolve this issue for you? Reading your post and notes made me feel very frustrated for you and it's making me think twice about dealing with my local dealership in the future.

 

[Lyle Abel]

We purchased a GV80 Prestige in the spring of 2021. We had to transfer the service to a closer dealership. I called one for the concierge service and was told that they would not provide that service if I lived more than 25 miles from the dealership. They checked to see the distance and I was told that I lived 27 miles away and that they would not pick up the car. In December 2021 I tried to make an appointment with a dealership closer to my home and was told that they were not accepting appointments until February. This is for a routine 1st service appointment. The car has no issues, as far as I know....Hyundai had better get these dealers straightened out or they are going to lose a lot of business. I will revert to the local privately owned garage, unless I have a complicated infotainment issue, and I am not sure that the dealerships will know what to do with that either, if it happens.