Driver seat issues and dealership woes

[mrcleeaan]

I'm lucky to say my dealership, Genesis of Dallas has been great and has treated me very well after the sale.

 

[Draco-REX]

Update: The less than stellar ownership experience continues thanks in part to horrible dealership experiences.

My local dealership finally scheduled my appointment to fix my grinding seat. I actually got a loaner but was treated like I was lucky to be given one.

Few hours later, dealership calls and says they cant find the part. So, i took the car home to wait while they ordered another one. Apparently they dont have many parts in the US. Had to wait 3 weeks for seat motor to come from Korea.

Finally shows up and had to take the day off because no loaner this time. They said they had none available but I could wait.

I requested a walk around with service rep because I explained that the car is pristine and expected it to stay that way. He said, well, we have to remove the seat. "And? I would appreciate that the techs take extra care and not scratch or damage the leather." He laughed and winced. Told me he cant make any promises. This is the Genesis luxury experience?

I took an uber home.

Few hours later, service manager called and said they removed the seat and motor, put it back together but the motor they ordered was the wrong one and not for memory seats. He said they called corporate and was told that they dont have replacement parts for a G70 with memory seats. What?! Said they have to send tech data to Korea and wait for research and a response.

At least they didnt scratch the leather, but they did gouge and scratch the plastic running board, tore my new window tint, left greasy finger prints all over the doors and leather.

I told them I would be replacing the tint and sending them the bill. He told me they didnt do it, so wouldn't be paying for it. It's about $50. Any other luxury car I've ever had, they wouldn't have thought twice about paying and they never left greasy fingerprints inside or out.

I've never been treated like this by any dealership luxury or not. Total incompetence also. Even more frustrating that the OEM supposedly doest have any replacement parts in stock for these cars.

This is amazingly bad. I can't even imagine this happening at our dealership. If the specific motor isn't available, they should be working with their DPSM to get larger assemblies that will fix your issue. Even if you had a Hyundai Accent, this wouldn't be acceptable. Their customer survey scores must be utter crap.

I don't have your VIN, so this may not be accurate for your car, but I used a VIN from a 3.3T AWD Sport which should have all the features. There are 2 part#s for the slide motor which would need to be clarified by the Parts Hotline or compared to the motor on the seat itself. However, both motors are available from multiple warehouses in the US. The track assembly (which includes the motors) is not currently available in the US and would require a special order from Korea. So if they determined that the whole assembly is needed, that would explain it.

It doesn't excuse their treatment of you, Genesis badge or not.

 

[Cgo]

This is amazingly bad. I can't even imagine this happening at our dealership. If the specific motor isn't available, they should be working with their DPSM to get larger assemblies that will fix your issue. Even if you had a Hyundai Accent, this wouldn't be acceptable. Their customer survey scores must be utter crap.

I don't have your VIN, so this may not be accurate for your car, but I used a VIN from a 3.3T AWD Sport which should have all the features. There are 2 part#s for the slide motor which would need to be clarified by the Parts Hotline or compared to the motor on the seat itself. However, both motors are available from multiple warehouses in the US. The track assembly (which includes the motors) is not currently available in the US and would require a special order from Korea. So if they determined that the whole assembly is needed, that would explain it.

It doesn't excuse their treatment of you, Genesis badge or not.

Interesting. The part he showed me in the box was just a motor. Said that it isnt for a car with memory seats. That's the issue they said didnt make sense because most if not all G70s have memory seats. Even that doesnt make sense because why would memory vs. Non memory matter for an electric motor? The controller just actuates the motor.

 

[EdP]

Interesting. The part he showed me in the box was just a motor. Said that it isnt for a car with memory seats. That's the issue they said didnt make sense because most if not all G70s have memory seats. Even that doesnt make sense because why would memory vs. Non memory matter for an electric motor? The controller just actuates the motor.

Some seats have additional functions, tilt, etc. They may have a different drive on the motor to do those functions. If a regular seat is 6 way and the one with memory are 10 way they could require a different motor and drive unit.

Of course that does not excuse the dealer from ordering the right unit from the start.

 

[Draco-REX]

Interesting. The part he showed me in the box was just a motor. Said that it isnt for a car with memory seats. That's the issue they said didnt make sense because most if not all G70s have memory seats. Even that doesnt make sense because why would memory vs. Non memory matter for an electric motor? The controller just actuates the motor.

I can only say for sure for the VIN I looked up.

 

[Cgo]

Yeah, and they're blaming Hyundai for not having any parts listed or available for the car... Henesis is going to fail as a brand if they dont rein in their dealer network. They're simply going to lose sales. No way they will attract German or Japanese luxury buyers away from those brands. The car is one thing, the ownership experience is a major consideration. I was wary about this, but I chanced it. If I had know it was like this, I wouldn't have bought a genesis.

The whole experience from shopping to maintenance has been poor. While shopping, dealerships knew nothing about the car, flat out laughed when I asked about separate facilities in the future, used high pressure low rent sales tactics, made snide comments about how the Genesis is just a fancied up Hyundai and how they're stuck selling them, joked about how they've had teams come in to train them how to treat Gen customers differently but it ain't happening... I drove 2.5 hours to find a good dealership with the car I wanted. They were great and several staff members were actually South Korean. But the facility sucked. Tiny lot, pot holes and missing asphalt, waiting room looked like something from the 80s, sales and service desk one in the same, cars jammed together so close, you had to slide sideways to get in, etc. Ugh

 

[EdP]

Yeah, and they're blaming Hyundai for not having any parts listed or available for the car... Henesis is going to fail as a brand if they dont rein in their dealer network. They're simply going to lose sales. No way they will attract German or Japanese luxury buyers away from those brands. The car is one thing, the ownership experience is a major consideration. I was wary about this, but I chanced it. If I had know it was like this, I wouldn't have bought a genesis.

The whole experience from shopping to maintenance has been poor. While shopping, dealerships knew nothing about the car, flat out laughed when I asked about separate facilities in the future, used high pressure low rent sales tactics, made snide comments about how the Genesis is just a fancied up Hyundai and how they're stuck selling them, joked about how they've had teams come in to train them how to treat Gen customers differently but it ain't happening... I drove 2.5 hours to find a good dealership with the car I wanted. They were great and several staff members were actually South Korean. But the facility sucked. Tiny lot, pot holes and missing asphalt, waiting room looked like something from the 80s, sales and service desk one in the same, cars jammed together so close, you had to slide sideways to get in, etc. Ugh

Yes, they have to get some control over and maybe eliminate some dealers.
I'd stick with the second dealer though. You can patch potholes much easier than changing the crappy attitude of the staff. Especially if it starts at the top.

A really good dealer would take a different approach with staff. Not to treat the Genesis customer different, but to treat the Hyundai customer on the same elevated plane as the Genesis customer. I'd think it is win-win.

 

[OMG70]

I think until Genesis will completely separate from Hyundai and make standalone dealers we will continue seeing all this BS.

Some part of me is wondering if this is just wishful thinking at this point. A rat is still a rat, even if you put it in a mansion and buy it a nice suit.

 

[Draco-REX]

Some part of me is wondering if this is just wishful thinking at this point. A rat is still a rat, even if you put it in a mansion and buy it a nice suit.

Dealerships are like any other business. Some are terrible, some are good. It's going to happen regardless. There are crappy BMW dealerships too. The problem is that there are so few Genesis dealerships there's no opportunity to find a better one right now.

 

[TurtleBoy]

Dealerships are like any other business. Some are terrible, some are good. It's going to happen regardless. There are crappy BMW dealerships too. The problem is that there are so few Genesis dealerships there's no opportunity to find a better one right now.

The last I looked, there are more Genesis dealers than Lexus and Audi and they were approaching, possible passed, the number of BMW dealers. Genesis is really hoping to cut the number they currently have by half or more.

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[Mcc]

The last I looked, there are more Genesis dealers than Lexus and Audi and they were approaching, possible passed, the number of BMW dealers. Genesis is really hoping to cut the number they currently have by half or more.

It’s true. You just can’t take a lousy Hyundai dealership and magically transform it into a great Genesis dealership.

 

[EdP]

It’s true. You just can’t take a lousy Hyundai dealership and magically transform it into a great Genesis dealership.

In addition, the original plan was 100 dealers. Now they have 400 to track and then to train and, hopefully, apply some standards for good customer experience. I bet there have been some late nights at their HQ over the past year or so.

 

[danygenesis]

Yeah, the original plan from Genesis USA wasn't too bad at all, even though in my opinion 100 were very few, 400 are too many. Fighting dealership lobby in USA is a serious thing.

 

[ventogt]

Wouldn't it be amazing if the whole US dealership model just went away, or at least there were corporate owned dealers mixed in? Sure would encourage the Ernie Boch Juniors of the world to try harder to be better if there was a corporate dealer across town treating people the way they should be

 

[EdP]

Wouldn't it be amazing if the whole US dealership model just went away, or at least there were corporate owned dealers mixed in? Sure would encourage the Ernie Boch Juniors of the world to try harder to be better if there was a corporate dealer across town treating people the way they should be

It is a different business. There is a Kia dealer that advertises on TV here in FL. The guy seems to be a buffoon that puts more effort into telling you about the gifts you get when you buy a car from him than the car itself. TV, cruise, mountain bike, tablet, etc. "You get it all, its HUGE"

So, while my opinion is they guy is crazy, but the guy own 28 dealerships and is worth $100 million. Add in Herb Chambers with 48 dealerships and many others, I don't see it easy to get rid on the laws.

 

[ventogt]

It is a different business. There is a Kia dealer that advertises on TV here in FL. The guy seems to be a buffoon that puts more effort into telling you about the gifts you get when you buy a car from him than the car itself. TV, cruise, mountain bike, tablet, etc. "You get it all, its HUGE"

So, while my opinion is they guy is crazy, but the guy own 28 dealerships and is worth $100 million. Add in Herb Chambers with 48 dealerships and many others, I don't see it easy to get rid on the laws.

Agreed that the dealership industry and lobby is too big to just "go away" but I at least hope that there is come change that comes in the form of either manufacturer-sponsored ordering centers or distribution centers or something. Nobody in this country can order a car unless it's from Ferrari or Porsche or BMW for the most part. All of the gigantic $5-8,000 option packages lumped in often include one thing I want and 4 I don't. The dealer I visited said they probably won't have a manual and that they only get what the manufacturer allocates for them.

 

[Mcc]

A couple of years back when Genesis was separating from Hyundai there were a lot of posts about how the dealers were getting a raw deal because Genesis wanted to reduce the number of franchises. Didn’t make much of a difference because the dealer had such strong state lobbies they got their cut. I wonder if those posters would feel those dealers got a better deal than they deserved?

 

[TurtleBoy]

The dealer I visited said they probably won't have a manual and that they only get what the manufacturer allocates for them.

Unless it is an extremely low volume dealer, they can request specific trims in their allocation. Many dealers will also do dealer trades in order to get what you want. Hopefully Genesis changes their model in the near future and moves to one similar to BMW, Audi, etc. where a customer can order a custom build rather than relying on prebuilt models.

 

[EdP]

Unless it is an extremely low volume dealer, they can request specific trims in their allocation. Many dealers will also do dealer trades in order to get what you want. Hopefully Genesis changes their model in the near future and moves to one similar to BMW, Audi, etc. where a customer can order a custom build rather than relying on prebuilt models.

Within reason it makes sens, but there are obstacles. Is the customer willing to wait and pay for them?

The cars are built in Korea so you have the normal factory lead time, but also a pretty long shipping time. I would imagine 6 to 8 weeks would be normal. Depending on your reason, you may be happy to wait for what you need but if you need a car quickly, not so good.

Now I can see the dealer stocking only a couple of versions, but, custom built the package could probably be broken down a bit. Instead of one package at 10k, perhaps three, but they would probably be 4k each. It has to make sense from an assembly and parts POV too. Just as there are people not liking the five button instead of four button on the G70, would you complain if there was a switch for say, a deleted panoramic roof? Having different modules adds to overall cost.

There will always be the guy wanting 5 spoke wheels on the left and 10 spoke on the right, but I can see breaking the packages down a bit. In any case, the dealer is still going to push for the sale off the lot.

 

[TurtleBoy]

Within reason it makes sens, but there are obstacles. Is the customer willing to wait and pay for them?

The cars are built in Korea so you have the normal factory lead time, but also a pretty long shipping time. I would imagine 6 to 8 weeks would be normal. Depending on your reason, you may be happy to wait for what you need but if you need a car quickly, not so good.

Now I can see the dealer stocking only a couple of versions, but, custom built the package could probably be broken down a bit. Instead of one package at 10k, perhaps three, but they would probably be 4k each. It has to make sense from an assembly and parts POV too. Just as there are people not liking the five button instead of four button on the G70, would you complain if there was a switch for say, a deleted panoramic roof? Having different modules adds to overall cost.

There will always be the guy wanting 5 spoke wheels on the left and 10 spoke on the right, but I can see breaking the packages down a bit. In any case, the dealer is still going to push for the sale off the lot.

I would think that most who want a custom order will be wiling to wait. If they don't or can't wait, they can always buy one off the lot. Just like other manufactures, a custom order wouldn't mean a customer can have whatever they like, there would still need to be certain packages and options that they would have to chose from. I would imagine if the other brands, luxury or not, can make it work then Genesis would be able to also.