Well hopefully this dealership will never see the ability to sell and service the new Genesis G80 and G90 line of vehicles when IMO they can't even do a minimally acceptable job with the current generation of the Genesis nor provide minimally acceptable levels of Customer Service when sought by current owners of vehicles their dealership sold. Below are the facts in my repair tail of woe:
1. I purchased a new 2015 Genesis Ultimate in March of this year.
2. About 6 weeks ago the slide out driver's side seat bolster developed a serious crease and both sides of the perforated leather on the driver's side seat developing multiple ugly crease lines. These issues are with less than 6K miles on the vehicle. The bolster issue appears to be from the foam being glued in two pieces to make the foundation and the glue failing causing the two pieces of foam to "slip" and develop a serious crease where the bolster starts to curve down and now you can feel a definite "valley" in the leather going the full width of the bolster with a noticeable void under the leather.
3. I took it in to be looked at and the dealership agreed to replace the entire seat bottom.
4. I was called about a week later that the part was in and made an appointment to have the work done. Went in and sat in the chairs in the entrance to their service bays and noted that it took over an hour to even get the car into the service bay after my appointment time. I was able to see my car and watched as the box with the seat was brought out and opened up next to my car. After a couple of minuites with the service worker looking in the box and going back somewhere and then getting what appeared to be some supervisor they looked in the box and then at the seat in my car, seemed to check the labeling on the box and finally closed up the box without ever taking the seat out and disappeared. I was called to the service desk and told what I think now was probably a BS story about the frame being damaged and the part would have to be reordered. FAILED REPAIR ATTEMPT NUMBER 1
5. Forward about 2 1/2 weeks later another call that the part was in so another appointment made yesterday 8/4/2016 and again waited over 1 hour past my appointment time which was 1 hour after service dept opened in the A.M. until my car was pulled into the service bays. About 20 min later I was called to the service desk and asked to go with the repairman back to my vehicle and he asked exactly what issue they were trying to fix, which should have been obvious, but I explained it again now for the third time to a service rep. Then I watched my car being almost immediately pulled out and I sensing another failure intercepted the repairman after he had parked my vehicle and asked to be shown exactly what the problem was NOW. He showed me the replacement seat and evidently the part ordered only had the seat bottom less the defective bolster .... NOT GOOD and now I've spent well in excess of 6 hours over 3 trips concerning this issue and am no further than when I started. FAILED REPAIR ATTEMPT NUMBER 2
6. I immediately went inside the main dealership building and asked to speak with the "SERVICE DEPT SUPERVISOR" to voice my displeasure and after some he-hawing was informed he wouldn't be in untill 11 and it was 10 at the time. I specifically voiced my EXTREME DISPLEASURE over the events to date to the service rep that was handling my car that day and told him I wanted to have the "SERVICE DEPT SUPERVISOR" to call me ASAP since they now IMO have two of the three allowed strikes at a repair before it falls under potential LEMON LAW status. The service rep assured me he would put my paperwork on the Supervisors desk so I could be contacted. Well after waiting until 4 PM over 5 hours when the Supervisor should have been at work and no call I called Hyundai USA headquaters customer service and opened a case and because I had mentioned the words "LEMON LAW" they case had to be immediately escalated to the regional reps and I could expect a reply in 3 to 5 business days. I had really expected a better response from Hyundai USA headquarters, but looks like there corporate policy is to basically "lawyer up" if the words Lemon Law is ever mentioned even tho I only said that I was calling to get help because there had now been two failed attempts and I wanted to prevent having to escalate this issue unless extraordinary measures were taken to ensure their third repair attempt was successful. I even said I would be happy to call the General Manager or Owner of the Fairfax Hyundai dealership to escalate this issue since obviously the Service Supervisor was not being responsive, but that request seemed to fall on death ears at Hyundai USA.
Needless to say I am livid especially over the lack of CS at Fairfax Hyundai in the Service Supervisor not calling me within a reasonable amount of time in light of the now two failures to get this repair completed. I also expressed my displeasure as a three time Hyundai owner and would have to seriously reconsider purchasing another Hyundai especially the new G80'90 line which is supposed to have a higher level of serivce and said Corporate should seriously look at dealerships such as Fairfax Hyndai to see if those were the type of dealerships that should be allowed to sell and service this new line of vehicles.
It really is too bad that apparantly Hyundai dealerships like Fairfax don't realize the importance of competent service depts and the expected higher level of both service and customer service that purchasers of their high end luxury cars expect and deserve. I really like my Genesis, but with all the know competent high level service from other luxury brands well established unless they get their act together and fast their future success is questionable IMO.
Thanks for listening so read and just be aware and now off my soapbox and waiting on someone at Hyundai to do something, but I'm at this point not holding my breath too long.
Larry
1. I purchased a new 2015 Genesis Ultimate in March of this year.
2. About 6 weeks ago the slide out driver's side seat bolster developed a serious crease and both sides of the perforated leather on the driver's side seat developing multiple ugly crease lines. These issues are with less than 6K miles on the vehicle. The bolster issue appears to be from the foam being glued in two pieces to make the foundation and the glue failing causing the two pieces of foam to "slip" and develop a serious crease where the bolster starts to curve down and now you can feel a definite "valley" in the leather going the full width of the bolster with a noticeable void under the leather.
3. I took it in to be looked at and the dealership agreed to replace the entire seat bottom.
4. I was called about a week later that the part was in and made an appointment to have the work done. Went in and sat in the chairs in the entrance to their service bays and noted that it took over an hour to even get the car into the service bay after my appointment time. I was able to see my car and watched as the box with the seat was brought out and opened up next to my car. After a couple of minuites with the service worker looking in the box and going back somewhere and then getting what appeared to be some supervisor they looked in the box and then at the seat in my car, seemed to check the labeling on the box and finally closed up the box without ever taking the seat out and disappeared. I was called to the service desk and told what I think now was probably a BS story about the frame being damaged and the part would have to be reordered. FAILED REPAIR ATTEMPT NUMBER 1
5. Forward about 2 1/2 weeks later another call that the part was in so another appointment made yesterday 8/4/2016 and again waited over 1 hour past my appointment time which was 1 hour after service dept opened in the A.M. until my car was pulled into the service bays. About 20 min later I was called to the service desk and asked to go with the repairman back to my vehicle and he asked exactly what issue they were trying to fix, which should have been obvious, but I explained it again now for the third time to a service rep. Then I watched my car being almost immediately pulled out and I sensing another failure intercepted the repairman after he had parked my vehicle and asked to be shown exactly what the problem was NOW. He showed me the replacement seat and evidently the part ordered only had the seat bottom less the defective bolster .... NOT GOOD and now I've spent well in excess of 6 hours over 3 trips concerning this issue and am no further than when I started. FAILED REPAIR ATTEMPT NUMBER 2
6. I immediately went inside the main dealership building and asked to speak with the "SERVICE DEPT SUPERVISOR" to voice my displeasure and after some he-hawing was informed he wouldn't be in untill 11 and it was 10 at the time. I specifically voiced my EXTREME DISPLEASURE over the events to date to the service rep that was handling my car that day and told him I wanted to have the "SERVICE DEPT SUPERVISOR" to call me ASAP since they now IMO have two of the three allowed strikes at a repair before it falls under potential LEMON LAW status. The service rep assured me he would put my paperwork on the Supervisors desk so I could be contacted. Well after waiting until 4 PM over 5 hours when the Supervisor should have been at work and no call I called Hyundai USA headquaters customer service and opened a case and because I had mentioned the words "LEMON LAW" they case had to be immediately escalated to the regional reps and I could expect a reply in 3 to 5 business days. I had really expected a better response from Hyundai USA headquarters, but looks like there corporate policy is to basically "lawyer up" if the words Lemon Law is ever mentioned even tho I only said that I was calling to get help because there had now been two failed attempts and I wanted to prevent having to escalate this issue unless extraordinary measures were taken to ensure their third repair attempt was successful. I even said I would be happy to call the General Manager or Owner of the Fairfax Hyundai dealership to escalate this issue since obviously the Service Supervisor was not being responsive, but that request seemed to fall on death ears at Hyundai USA.
Needless to say I am livid especially over the lack of CS at Fairfax Hyundai in the Service Supervisor not calling me within a reasonable amount of time in light of the now two failures to get this repair completed. I also expressed my displeasure as a three time Hyundai owner and would have to seriously reconsider purchasing another Hyundai especially the new G80'90 line which is supposed to have a higher level of serivce and said Corporate should seriously look at dealerships such as Fairfax Hyndai to see if those were the type of dealerships that should be allowed to sell and service this new line of vehicles.
It really is too bad that apparantly Hyundai dealerships like Fairfax don't realize the importance of competent service depts and the expected higher level of both service and customer service that purchasers of their high end luxury cars expect and deserve. I really like my Genesis, but with all the know competent high level service from other luxury brands well established unless they get their act together and fast their future success is questionable IMO.
Thanks for listening so read and just be aware and now off my soapbox and waiting on someone at Hyundai to do something, but I'm at this point not holding my breath too long.
Larry
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