Engine failure at 64,000 miles. Need some advice.

[PMCErnie]

I don't understand this expectation of sympathy. This is going to be an expensive repair and as far as Hyundai knows they had nothing to do with it because the guy is the third owner. He has given them $0 so far and is expecting the business to contribute more than $0 to his cause.

You don't seem to know much about good customer service and complaint escalation. At minimum the owner deserves professional treatment and discussion of his problem "up the chain." He may not succeed, but every customers deserves this.

 

[dmitriylm]

You don't seem to know much about good customer service and complaint escalation. At minimum the owner deserves professional treatment and discussion of his problem "up the chain." He may not succeed, but every customers deserves this.

You couldn't be any more wrong. Between a few years in retail sales, 7+ years in banking and now my work in IT my client service skills are fairly top notch. This is supported by consistent recognition and promotion for just that. You simply will not find a dealership that is willing to throw away money on a non customer who is the 3rd owner of a vehicle with a questionable service history that is also out of warranty. There are dreams and then there is reality, with far too many of you venturing a bit too far into the dream realm. This falls under one of those scenarios where you pray to god something unlikely happens and then get upset when it doesn't (like a kid walking home from school praying his parents won't be home to receive a report card with a bad grade knowing full well he has a stay at home mom). Escalating the complaint of an individual who never bought anything from the dealership or manufacturer with an out of warranty vehicle is a fruitless endeavor.

 

[craigt]

I am pretty sure that all the Genesis rentals were V6 Base Trim models.

My aunt/uncle rented a Genesis in Florida last year. 2014 3.8 Premium (touch screen nav).

They loved the car.

 

[Mark_888]

My aunt/uncle rented a Genesis in Florida last year. 2014 3.8 Premium (touch screen nav).

They loved the car.

I was going to say, but didn't:

Some of the early (2009-2011) Base Trim rentals that I saw at Enterprise Rentals were custom fleet vehicles made by Hyundai to include a sunroof, and had UNAVI after-market Nav systems, but lacked the other Premium upgrades. But it could be that for 2014 the rentals were Premium Packages.

But I have never seen, nor heard of, a Genesis V8 rental.

 

[Gunkk]

well you could try sending a letter to the top brass at HMA and appeal to their charity, leveraging the new Genesis premium brand.

 

[hoyabob2003]

Dmitri - you have made a lot of assumptions about me and you're totally entitled to make them. However, I think your argument that I've contributed $0 to the business is wrong. I've contributed quite a bit over the years, having the vehicle serviced at the dealer, which is why the dealer has gone to bat for me on this.

That said, I harbor no "expectations," of sympathy other than wanting to speak with someone who I feel will actually listen to my concerns. If at the end of the conversation, I get nowhere - well I tried. I don't think this is asking for much.

Where Hyundai is missing the boat on this is that I have the potential to become a future new car buyer. I loved my Genesis and have demonstrated affection for the brand and by treating me poorly and refusing to listen to my concerns, they virtually guarantee that I will switch brands in the future. How does this make any business sense whatsoever? Listen to me, smile at me, tell me no. That's fine and I can accept that. It costs Hyundai nothing to treat me well via a phone conversation.

 

[Focusin]

Given that you are the 3rd owner, it is not surprising to me that you had some problems. Also, having read these forums for a number of years, some people like to drive their Genesis V8's to the max, if you know what I mean. Buying a used car is always risky, but one that has had two previous owners in such a short time is even riskier. I personally would get a lesser car that was either new (or maybe just coming off lease), rather than a used car with 2 previous owners.

I don't understand this expectation of sympathy. This is going to be an expensive repair and as far as Hyundai knows they had nothing to do with it because the guy is the third owner. He has given them $0 so far and is expecting the business to contribute more than $0 to his cause.

These are your main problems. Used performance cars are a red flag to begin with. The company has absolutely no idea how this car was driven prior to you purchasing it (your assurances the car was well treated are irrelevant because you have no way to substantiate it) and has no loyalty to you since they've never done business with you.

Think of it like this. You buy an expensive bottle of wine at auction and a few years later, discover it's turned. Do you expect the winery to replace the bottle at their expense when they never sold it to you and have no idea how it was handled once it left their premises?

I know it sucks but goodwill can only extend so far.

 

[rickkapur]

Admire the OP's approach...without asking Hyundai, the answer is definitely a No...with asking Hyunday, the answer may be No or it may be yes (however small a chance).

Yes, from a legal T&Cs perspective, he does not expect a Yes from Hyundai; but hope springs eternal. Best of luck....

 

[PMCErnie]

You couldn't be any more wrong. Between a few years in retail sales, 7+ years in banking and now my work in IT my client service skills are fairly top notch. This is supported by consistent recognition and promotion for just that. You simply will not find a dealership that is willing to throw away money on a non customer who is the 3rd owner of a vehicle with a questionable service history that is also out of warranty. There are dreams and then there is reality, with far too many of you venturing a bit too far into the dream realm. This falls under one of those scenarios where you pray to god something unlikely happens and then get upset when it doesn't (like a kid walking home from school praying his parents won't be home to receive a report card with a bad grade knowing full well he has a stay at home mom). Escalating the complaint of an individual who never bought anything from the dealership or manufacturer with an out of warranty vehicle is a fruitless endeavor.

Yes, as I said, you really don't grasp the concept of complaint escalation and preserving customer satisfaction. Sometimes it just means delivering bad news to the customer, but greasing the sword for the customer's comfort. There are plenty of things Hyundai could do to keep Bob happy, or at least happier. Customer satisfaction isn't always a black and white thing. There are always shades of gray. If you don't understand such concepts, you will never make it in the customer service field.

 

[dmitriylm]

Yes, as I said, you really don't grasp the concept of complaint escalation and preserving customer satisfaction. Sometimes it just means delivering bad news to the customer, but greasing the sword for the customer's comfort. There are plenty of things Hyundai could do to keep Bob happy, or at least happier. Customer satisfaction isn't always a black and white thing. There are always shades of shades of gray. If you don't understand such concepts, you will never make it in the customer service field.

What you said is plainly wrong. You saying something and it becoming reality are two very different things. I've already made it in the customer service field and been promoted because of it so the real world validation carries a bit more weight than criticism from a keyboard warrior. Feel free to believe what you like, its clear we won't find a middle ground here.

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[OneFunGenesis]

Once again, personal attacks will not be welcome here. Keep it professional, attack ideas and not people.

Thank you

OFG

 

[hoyabob2003]

Thanks, OFG. I'm really striving to keep it neutral here and I'm the guy with the blown engine. I really welcome the discussion though. A lot of car buyers buy pre-owned. If pre-owned Hyundai buyers end up being treated as second class citizens by the manufacturers then it is something that warrants further discussion and also something that may depress used Hyundai prices further. Dimitri - I appreciate your point of view. Obviously, I'm getting nowhere so you might be right. However, please stop saying I expect anything or putting words in my mouth. You are reading too much into this. I just want to feel like I am heard. Yeah, It might get me nowhere, but I'll feel better and that might make me buy a new Hyundai - hence the reason why Hyundai should at least just be nice to me.

 

[Focusin]

Yes, as I said, you really don't grasp the concept of complaint escalation and preserving customer satisfaction.

But he's not and never was a customer so there's nothing to preserve. They don't owe him a thing.

 

[Focusin]

If pre-owned Hyundai buyers end up being treated as second class citizens by the manufacturers then it is something that warrants further discussion and also something that may depress used Hyundai prices further.

You're not a pre-owned Hyundai buyer, you're a (second) used car buyer with all of the caveats that go along. Had you bought the vehicle Certified Pre-Owned from a dealership then you might have a point but you're expecting a company to replace an engine on a vehicle they have no history on and 4K out of warranty.

It's perfectly understandable for you to ask but don't be surprised when others don't agree with your logic.

 

[PMCErnie]

But you're not and never were a customer so there's nothing to preserve, perhaps that's the point you're not grasping. They don't owe you a thing.

Huh? Maybe you have me confused with somebunny else.

 

[Focusin]

Huh? Maybe you have me confused with somebunny else.

Fixed it. Sorry about that, I confused you with the OP.

 

[PMCErnie]

You're not a pre-owned Hyundai buyer, you're a (second) used car buyer with all of the caveats that go along. Had you bought the vehicle Certified Pre-Owned from a dealership then you might have a point but you're expecting a company to replace an engine on a vehicle they have no history on and 4K out of warranty.

It's perfectly understandable for you to ask but don't be surprised when others don't agree with your logic.

Just an FYI. Bob has owned his Genesis since 2012 and has used the same dealer for service since then. He bought the car, he said, with around 20,000 miles on it. His dealer, presumably, has serviced it for 44,000 miles. Is that correct, Bob?

Bob understands that his car is out of warranty, but he has every right to take it up the line with Hyundai. At every step he, and all owners, are entitled to that professional process.

 

[Focusin]

Just an FYI. Bob has owned his Genesis since 2012 and has used the same dealer for service since then. He bought the car, he said, with around 20,000 miles on it. His dealer, presumably, has serviced it for 44,000 miles. Is that correct, Bob?

Again, it's completely irrelevant how Bob has treated his car since he has absolutely no idea how hard the car was driven by the first owner.

Bob understands that his car is out of warranty, but he has every right to take it up the line with Hyundai. At every step he, and all owners, are entitled to that professional process.

Absolutely, however not being privy to the discussions he had with Hyundai, none of us are really in any position to judge their handling of the matter...but when I read comments like this:

Do you really believe someone can destroy a quality Hyundai Genesis in 12k miles in such a way that the engine fails at 64k? If so, my next car is going to be something other than a Genesis.

I question Bob's objectivity in the matter.

 

[Mark_888]

Again, it's completely irrelevant how Bob has treated his car since he has absolutely no idea how hard the car was driven by the first owner.

There were two previous owners, although OP claims 2nd owner is a friend and he did not abuse the car.

My guess is that a large percentage of V8 owners (but not all), on a car which also comes in a 3.8L V6 version, are going to drive it very hard at least occasionally (if not frequently), otherwise the extra cost of the car and fuel has been wasted.

 

[Focusin]

There were two previous owners, although OP claims 2nd owner is a friend and he did not abuse the car.

My guess is that a large percentage of V8 owners (but not all), on a car which also comes in a 3.8L V6 version, are going to drive it very hard at least occasionally (if not frequently), otherwise the extra cost of the car and fuel has been wasted.

I would run screaming in the opposite direction of anyone selling a V8 after only 12,000 miles. But that's me.