Disappointing Dealer Service Experience

[PeterPNJ]

I am in NJ and with everything going on, I thought it would be the perfect opportunity to utilize the Genesis concierge service to have maintenance done on my 2018 G80. Let me preface this by saying I have bought several cars (Hyundai) from this dealership and this was my first Genesis purchase. The sales experience was great.

Through the Genesis app, early in the week I scheduled service for a Friday, with my vehicle to be picked up from my home. The next day, I received a call from the service department to tell me, "We don't do concierge service on Friday or Monday, but the system lets you put it in so I could call you." This made zero sense to me and sounded like a line of BS. Why not just block it out on the app if that's the case and let me set up service when it is allowed? They offered to reschedule me for the following week right then and there, but I was about to get on a conference call, so I was not able and said I would reschedule later. That afternoon, I went back on the app and rescheduled for the following Wednesday. I received confirmation in the app, by text, and by email. Great.

So Wednesday comes, the appointment time comes, and nobody shows up. Maybe something happened and they are running behind. 2 hours after the appointment time I call to see what is going on. "We thought you were going to drop the car off." Listen, if somebody made a mistake, I understand. Don't lie to me though, I have an app confirmation, and email confirmation, and a text confirmation. I can send them all to you if you'd like to see them. "No, I believe you, not sure what happened here. Can we reschedule you for Friday?" Funny you should say that, because I originally scheduled for Friday only to be told you don't do Fridays. "We are making an exception because of our error."

I got a request from Genesis corporate to do a service survey and want to be honest about it, but wonder if I should speak to the service manager first and see what, if anything he says about this. Service is already included, so it is not as if I am seeking anything for free. The experience does play in on my thinking on whether to be a repeat customer in March when my lease is up.

I know some people are of the mindset that it is always better to speak to someone to schedule service, build a relationship, etc. However, I think if you are going to offer certain conveniences/functionality through the app, especially when you are trying to position yourself with other luxury brands, that functionality should be operational. Before someone says it, yes I know the equivalent BMW, Mercedes, etc. cost much more, but I am not the one trying to position them with those brands, Genesis is.

Any thoughts?

 

[TinsleyC]

Unfortunately, your experience is all too common from what I read on the forum. It surprises me how inconsistent the dealers are.

My beef with my dealer is not using the recommended oil - the manual clearly calls out 5W-30 synthetic but they use conventional oil. Using synthetic is an upcharge. So, I forego the free changes and change my own oil. But I will take it in every 7,500 miles for the inspections, tire rotations, and filter changes.

I've taken mine in once - first oil change. The dealer offered to pick up my car but I declined. It's not far from my work (3 miles) so I just dropped it off and they gave me a G70 loaner for the day. Came back after work on my schedule, all good - except that they used conventional oil.

 

[Speeder]

I am in NJ and with everything going on, I thought it would be the perfect opportunity to utilize the Genesis concierge service to have maintenance done on my 2018 G80. Let me preface this by saying I have bought several cars (Hyundai) from this dealership and this was my first Genesis purchase. The sales experience was great.

Through the Genesis app, early in the week I scheduled service for a Friday, with my vehicle to be picked up from my home. The next day, I received a call from the service department to tell me, "We don't do concierge service on Friday or Monday, but the system lets you put it in so I could call you." This made zero sense to me and sounded like a line of BS. Why not just block it out on the app if that's the case and let me set up service when it is allowed? They offered to reschedule me for the following week right then and there, but I was about to get on a conference call, so I was not able and said I would reschedule later. That afternoon, I went back on the app and rescheduled for the following Wednesday. I received confirmation in the app, by text, and by email. Great.

So Wednesday comes, the appointment time comes, and nobody shows up. Maybe something happened and they are running behind. 2 hours after the appointment time I call to see what is going on. "We thought you were going to drop the car off." Listen, if somebody made a mistake, I understand. Don't lie to me though, I have an app confirmation, and email confirmation, and a text confirmation. I can send them all to you if you'd like to see them. "No, I believe you, not sure what happened here. Can we reschedule you for Friday?" Funny you should say that, because I originally scheduled for Friday only to be told you don't do Fridays. "We are making an exception because of our error."

I got a request from Genesis corporate to do a service survey and want to be honest about it, but wonder if I should speak to the service manager first and see what, if anything he says about this. Service is already included, so it is not as if I am seeking anything for free. The experience does play in on my thinking on whether to be a repeat customer in March when my lease is up.

I know some people are of the mindset that it is always better to speak to someone to schedule service, build a relationship, etc. However, I think if you are going to offer certain conveniences/functionality through the app, especially when you are trying to position yourself with other luxury brands, that functionality should be operational. Before someone says it, yes I know the equivalent BMW, Mercedes, etc. cost much more, but I am not the one trying to position them with those brands, Genesis is.

Any thoughts?

My Dealer is Genesis of Cherry Hill in NJ and I have no complains at all. Lots of communication before, during and after the servicing.

 

[tompass]

No issues with my dealer who is 100 miles away. Great communication.

 

[Pockets]

@PeterPNJ What dealership?

@Speeder I'm a fan of Cherry Hill too, we just had our first scheduled maintenance the other day, after making an appointment through the app the service manager reached out to confirm all the information and asked if I wanted a text when the valet driver was coming out.

He wiped down the loaner, wiped down my car and drove off. Got another text when the service was done and a call letting me know the car was on the way back.

edit: Also forgot to mention they washed the car and filled up the tank too!

I hope they can keep this level of service up, a person could get used to this

 

[Kraig Wilkinson]

@PeterPNJ What dealership?

@Speeder I'm a fan of Cherry Hill too, we just had our first scheduled maintenance the other day, after making an appointment through the app the service manager reached out to confirm all the information and asked if I wanted a text when the valet driver was coming out.

He wiped down the loaner, wiped down my car and drove off. Got another text when the service was done and a call letting me know the car was on the way back.

edit: Also forgot to mention they washed the car and filled up the tank too!

I hope they can keep this level of service up, a person could get used to this

That story almost makes me want to move back to Jersey. I lived 10 mins away from that dealer.

 

[TinsleyC]

Pockets, that is a good experience. Curious if you got an oil change, and if so, what oil they used?

 

[Speeder]

That story almost makes me want to move back to Jersey. I lived 10 mins away from that dealer.

Pause for a minute on that thought! Since you left, the population has probably tripled. That is if you left within the last 6 months.

 

[Kraig Wilkinson]

Pause for a minute on that thought! Since you left, the population has probably tripled. That is if you left within the last 6 months.

No I left 3 and half years ago. Cinnaminson Riverton area.

 

[Kraig Wilkinson]

Pause for a minute on that thought! Since you left, the population has probably tripled. That is if you left within the last 6 months.

I am told by family and friends that still live there in Jersey that the population has only grown.

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[Pockets]

Pockets, that is a good experience. Curious if you got an oil change, and if so, what oil they used?

It's listed as H5W30 : HY SYB BLD OIL. I forgot to ask them if they were going to use synthetic or not.

 

[EdP]

It's listed as H5W30 : HY SYB BLD OIL. I forgot to ask them if they were going to use synthetic or not.

Synthetic blend is pretty good. Unless you are constantly driving it the high rpm range.

 

[JankenPo]

Had same experience using the app with my dealer. I gave up using it. Tried calling..can never get through. So last time I had to actually go by to schedule a loaner a week out.