First experience trying to get service

[ProsperDad]

My strategy is I do one at 4k, then again when the car tells me it's due (which happened for the first time at 8k), then me at 12k, then then at 16k and so on.

 

[ProsperDad]

Are you just now servicing your car for the first time at 8000 miles?

My car is a year and a half old with 11300 miles, and I've serviced it four times.

Have you had the dealer do it 4 times? With valet service and a loaner?

 

[Plaino]

It's not like we're asking to be pampered - we're just asking to be treated with respect and get the services we were sold.

Genesis to Hyundai dealer - "okay, you need to sell these Genesis cars and tell your staff to treat those customers with respect, and give them free services that you don't give the Hyundai customers"

Dealer to Genesis - "uhh.. okay." (whatever....)

But what they do is collect the additional funds from Genesis and then try to avoid doing the service. It's more money in their pocket. The more people like me that say "I'm not going back there" - the more money they get to pocket.

As many have said, until Genesis gets stand-alone dealerships with their own service departments, it's not going to get better.

I've asked, twice - for Sewell in Dallas to please consider carrying Genesis as a line. Just dreaming, though.

now I am beginning to dread my first svc interaction with Huffines in Plano.

 

[TinsleyC]

now I am beginning to dread my first svc interaction with Huffines in Plano.

Just don't have high expectations. Explain to them everything you want & expect, and remind them that it's complimentary service. They told me they had no loaners when I was there a couple months ago. Had the wife follow me there.

 

[ProsperDad]

now I am beginning to dread my first svc interaction with Huffines in Plano.

Ha!

Huffines Plano was the third dealer I referred to in post #14 of this thread. 4 weeks!

Good Luck

 

[ProsperDad]

Well folks, it's been a blast, albeit short!

After another lengthy discussion with Genesis Customer Care, it was made clear to me that the decision to offer valet and/or loaners is 100% at the dealership's discretion.

When pressed about how Genesis North American markets the brand as including such services in order to compete with the likes of BMW, Infiniti, Lexus, Volvo, etc., their answer was that although that is the intention, it is still up to each individual dealer to support that.

I was sold on the brand and the experience, but the experience (false promises) was a deal breaker for me. Left the house Thursday morning in my G70 and returned in my 2020 Volvo S60 T6 Polestar.

Park Place in Dallas will be my preferred dealership and a family of dealerships I've done business with for past cars I've owned. They DO provide valet and DO provide loaners, even in current business climate and to test that theory, prior to buying, I called Park Place to schedule service and was offered a loaner with only 2 days heads up.

Will be listing my Spring Booster V3 from the G70 in the marketplace soon.

Cheers!

 

[Mikey91]

Well folks, it's been a blast, albeit short!

After another lengthy discussion with Genesis Customer Care, it was made clear to me that the decision to offer valet and/or loaners is 100% at the dealership's discretion.

When pressed about how Genesis North American markets the brand as including such services in order to compete with the likes of BMW, Infiniti, Lexus, Volvo, etc., their answer was that although that is the intention, it is still up to each individual dealer to support that.

I was sold on the brand and the experience, but the experience (false promises) was a deal breaker for me. Left the house Thursday morning in my G70 and returned in my 2020 Volvo S60 T6 Polestar.

Park Place in Dallas will be my preferred dealership and a family of dealerships I've done business with for past cars I've owned. They DO provide valet and DO provide loaners, even in current business climate and to test that theory, prior to buying, I called Park Place to schedule service and was offered a loaner with only 2 days heads up.

Will be listing my Spring Booster V3 from the G70 in the marketplace soon.

Cheers!

Good for you man, I do love the car but hate the dealership experience, I don't think I'll be selling it any time soon but Genesis needs to be held accountable for their false promises, maybe losing customers will make them learn the hard way. I doubt anything will change though.

 

[ProsperDad]

Good for you man, I do love the car but hate the dealership experience, I don't think I'll be selling it any time soon but Genesis needs to be held accountable for their false promises, maybe losing customers will make them learn the hard way. I doubt anything will change though.

If you want to get out of it, try shopping it around, you may be surprised.

I only had the car 6-1/2 months and got a little more than I paid for it when I traded it in. Paid $37.8k, got $38.4 trade value and drove the thing 8,200 miles!

 

[TinsleyC]

ProperDad, that's too bad, but I get it. The service side of Genesis has been a real let-down. If I wasn't planning to do my own maintenance, it would be a show stopper for me, too.

I leased my 2019 G80 in Nov '19 (with practically free money, it made more sense to lease than write a check for it) and I suspect come Nov '22, it'll be worth a lot more than my lease buyout.

Congrats on the Volvo. We had a Volvo S60 and it was a good car, but it began having problems in year 7.

 

[50jae]

I like my G70 a lot to the point that I bought out the lease after passing the 3 y mark, but I feel the pain with service even at a well-reviewed dealer near me. I avoided any issues with loaner availability by booking 1 month in advance for my 3y service but when I went to pick up my car and checked the engine oil, the oil was dripping way past the entire f&*king dipstick with bubbles on the dipstick. The reason I checked it is before leaving is because I had the same issue the year before where they overfilled the engine oil and had to return to get some drained out. I even gave them 6.8 qt of mobil 1 in the trunk this time to make sure they didn't repeat this, but either 1) they used the sh**ty in house blend instead and not used my oil; or 2) didn't drain long enough to leave way more than a quart of used oil; or 3) both

I found a good independent mechanic 10 mins from my house so I just bought some WIX filters and will be going to them for routine maintenance moving forward and pray I don't need any warranty fixes. I also doubt I'll be looking for a GV70 as our next vehicle as I was originally planning, it just soured my interest in the brand overall.

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[Foodiest]

Here is a follow up to my service experience so far. They ordered screen for repair. Took 3 months or so but they never called so found out following up. The kicker is that when I called to check they couldn't pull any info in their system about me or previous visit so I had to dig out the paper work. They sounded annoyed and was troubling them of course.


They have no loaners for month or more out. Now will drop off and hope they can do the work in a day. Will see how that goes.

Joked around that I was going to trade in and switch brands, reading all the experiences here, might have to be more serious even only have driven a few thousand miles....

 

[zamir]

Settle in...this one is a little lengthy...

I've had my G70 for 6 months now. I was 'sold' on the luxury car service experience and how it was better than what the local Acura (was trading in a TLX) dealer provided. My wife's car is an Infiniti for reference.

Whenever my Acura had to go in for service (maintenance or otherwise), I'd call about a day or 2 prior, drop off the car and leave in a loaner...every time...even during COVID! Our Infiniti dealer (Sewell in Dallas) is on a whole other level and are customer experience focused above all else. This is what I'm used to and what I expected and I made that clear to the Genesis dealer.

Fast forward to last week, when my car notified me that it is time for service (8,000 miles). I also have a small warranty item. I went into my app and tried to schedule with my dealer and couldn't find a valet appointment...I went out as far as February 1 and nothing. I called the dealer and was told that due to a shortage of cars, they sold all of their loaners, so were no longer able to offer valet service nor provide a loaner if I bring it in.

No problem...I'll just call the next nearest dealership (18 miles). They could offer the valet service and could get me scheduled in 3 weeks! I told them I felt that was too long as maintenance is due now and suggested I bring it in. He said regardless of how the car gets there, they are booked out 3 weeks and have no loaner cars for 3 weeks. Strike 2.

Living in the Dallas area, fortunately I have another Genesis dealer somewhat close and called them. Same story, but this time 4 weeks!

That was enough... I called Genesis Customer Care. They were sympathetic to my frustration and said while their 'goal' is to offer the luxury brand experience, it is solely at the dealership's discretion if they want to participate. He called one additional dealer on my behalf, but got the same feedback I'd gotten at the other 3.

I asked what would happen if I had a warranty issue that rendered the car undriveable and he advised the situation would be no different...I'd be 3 to 4 weeks without a car before it would even get looked at.

Luxury brand experience? Not even close!! It's a Hyundai and owners shouldn't expect an ounce more support from their dealers that if they were buying a base model Elantra or Accent.

Thankfully, use car market values are high and I'll come out even when I trade the car in this week.

The customer care rep was too optimistic. (BTW the Customer care as they call it is nothing more than an advocate for the dealers not the customer--it is all a deception) I had a similar experience recently with an older car (2015 Genesis) that is under extended warranty. Car was not drivable and I called the selling dealer. Got an appointment 6 weeks later. Had the car towed in 2 days before the appointment. They had the car for 24 days and did nothing except comply with a recall and a SB. On the 18th day in the shop they called to tell me that they found evidence of rodents in the car (they fabricated pictures to "prove" their point but the pictures tell the tale not of a rodent but of fraud). They requested that I authorize $420.00 "troubleshooting fee" to which I reluctantly agreed to. A week later, I called to ask what was found and they found NOTHING! At that point I decided to take the car back. Since then, the car is in my driveway. I tried to get an appointment with other dealers and the wait time is 6-8 weeks. Hyundai is on the path of self destruction. They sell excellent cars but if they refuse to service them, who would be crazy enough to buy from them.....There are many other excellent cars other than Hyundai. I have been a customer since 2005! 2005 Elantra, 2007 Sonata, 2013, Azera, 2015 Genesis, 2015 another Genesis and I was going to buy a 2022 GV80.... Not anymore!

 

[TinsleyC]

Zamir, curious what city you're in. I think we all fear our cars being tied up in repair for weeks, just wondering if it's regional.

 

[zamir]

Zamir, curious what city you're in. I think we all fear our cars being tied up in repair for weeks, just wondering if it's regional.

Hi Tinsley, I am in New Jersey and it does not seem to be regional it appears that they are intent on selling reliable cars and hope for no need for more than oil changes and brakes. From my experience, the cars are reliable but on occasions they will fail. When that happens watch out :-(

 

[zamir]

It's not like we're asking to be pampered - we're just asking to be treated with respect and get the services we were sold.

Genesis to Hyundai dealer - "okay, you need to sell these Genesis cars and tell your staff to treat those customers with respect, and give them free services that you don't give the Hyundai customers"

Dealer to Genesis - "uhh.. okay." (whatever....)

But what they do is collect the additional funds from Genesis and then try to avoid doing the service. It's more money in their pocket. The more people like me that say "I'm not going back there" - the more money they get to pocket.

As many have said, until Genesis gets stand-alone dealerships with their own service departments, it's not going to get better.

I've asked, twice - for Sewell in Dallas to please consider carrying Genesis as a line. Just dreaming, though.

The biggest problem is that of incompetence. The Hyundai mechanics are inept (not due to their own faults--they lack the proper training)... In a previous post I wrote of my past life (35 years career with Honeywell international aerospace division) as a customer support engineer on the most sophisticated systems on a variety of aircraft types.. Not once did I fail to isolate a problem to a wire or a component , and it NEVER took more than several hours. Hyundai could not fix my car in 24 days. Totally inept. Moreover, it virtually takes the entire value away of a car with several warning lamps on the dash.... And my car is under extended warranty. This is why they resort to fabrications about "outside influences" Evidence of which does not exist. Dishonesty is by far worse than lack of politeness.

 

[Speeder]

Hi Tinsley, I am in New Jersey and it does not seem to be regional it appears that they are intent on selling reliable cars and hope for no need for more than oil changes and brakes. From my experience, the cars are reliable but on occasions they will fail. When that happens watch out :-(

Post the Dealer's name so others don't have to suffer from their lousy service/ethics!

 

[GenesisAdvisor]

My dealership recently went standalone. I offer valet but am limited to 3 per day and I don't have loaners. It is myself and my porter. I have these conversations probably 5 times a day. Wish it was different but the support isn't there. The loaners are a raw deal as they cost about 2 grand a month to keep. Why have a financial burden when you can sell the same new car and profit 4-5k? It is an emerging brand and things will get better over time. Just stop telling me about how things were better with your Lexus etc.

 

[TinsleyC]

It is an emerging brand and things will get better over time. Just stop telling me about how things were better with your Lexus etc.

Ummm .. I was told when I bought my new G80 that I would get a free loaner for service. So you're telling me it's a bait switch, and I'm supposed to be okay with that?

 

[GenesisAdvisor]

Ummm .. I was told when I bought my new G80 that I would get a free loaner for service. So you're telling me it's a bait switch, and I'm supposed to be okay with that?

That's between you and Genesis as a manufacturer. Not you and your service advisor. Participation is at the dealer's discretion. If the manufacturer can't build enough cars so there are enough for service and if the program is not attractive financially...Well here we are.

 

[Snowwolfe]

One of the reasons I bought my G70 was for the service described on the Genesis web site. It truly is a bait and switch. Never even gave any thought to thinking the service was at the discretion of the servicing dealer. I plan on getting rid of my car soon and will likely lose $3-5,000 from what I paid for it 6 weeks or so ago.
Genesis advertising is nothing but smoke and mirrors. The Genesis brand will be dead within 3 years if they dont start delivering on their promises.
Add in the fact they want dealers to have a stand alone business/building and it may disappear before that.