First experience trying to get service

[Mcc]

That's between you and Genesis as a manufacturer. Not you and your service advisor. Participation is at the dealer's discretion.

Well that seems like two confusing sentences. Doesn’t the service advisor work directly for the dealer and not corporate? If dealer A can provide loaners but dealer B says no, is that corporate‘s fault? Seems like it’s the dealer who is reneging since its not a problem at all for other (better run?) dealers.

 

[EdP]

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.

No, it is not bait and switch. Both my CT and later my FL dealer did exactly as advertised.

Now that I'm past the three years and the auto market has changed considerably I don't know their situation. Cars are in short supply and service lead times are extended. Of course I cannot speak for your dealer. It is also a good idea to read the fine print. It is in there.

These are tough times for many industries getting materials and transportation so if you go to another brand, be sure to verify what they are doing right now too.

 

[GenesisAdvisor]

Well that seems like two confusing sentences. Doesn’t the service advisor work directly for the dealer and not corporate? If dealer A can provide loaners but dealer B says no, is that corporate‘s fault? Seems like it’s the dealer who is reneging since its not a problem at all for other (better run?) dealers.

Yeah and I'm not the dealer, either. I am an employee of a large auto group which happens to own a Genesis dealership. Maybe the General manager of the dealership or the auto group can do something. Ultimately if you want something to happen at the dealer level your service advisor is not the guy who can make it happen or has answers. Genesis would like dealers to participate in the valet service, however the dealers level of participation is at their discretion. Anyway, I'm just trying to communicate what's happening at the ground level. Some places are better, some are worse. Don't shoot the messenger!

 

[Mcc]

Yeah and I'm not the dealer, either. I am an employee of a large auto group which happens to own a Genesis dealership. Maybe the General manager of the dealership or the auto group can do something. Ultimately if you want something to happen at the dealer level your service advisor is not the guy who can make it happen or has answers. Genesis would like dealers to participate in the valet service, however the dealers level of participation is at their discretion. Anyway, I'm just trying to communicate what's happening at the ground level. Some places are better, some are worse. Don't shoot the messenger!

Sorry if I misinterpreted your post. I appreciate your point of view and it’s certainly unique and welcome in this forum. There will be no shooting the messenger here. i recognize as a service advisor you have limited powers. I Didn’t mean to imply that the service manager can make loaners happen but I don’t think it’s corporate either. It seems to me that It’s the GM.

 

[GenesisAdvisor]

Sorry if I misinterpreted your post. I appreciate your point of view and it’s certainly unique and welcome in this forum. There will be no shooting the messenger here. i recognize as a service advisor you have limited powers. I Didn’t mean to imply that the service manager can make loaners happen but I don’t think it’s corporate either. It seems to me that It’s the GM.

All good brother. I get beat up at least a few times about the situation everyday. I'm here to gather information to better help my techs and customers as well as share useful information with all of you. We all know dealer support is limited, so let's do what we can to help each other. I think the product is really cool but Genesis currently is an afterthought to any dealer group compared to any other brand, especially in the same segment.

 

[csu87]

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.

it literally says this in the fine print.

everyone talks like BMW/Lexus etc are providing better service, but I was never offered a loaner from BMW or Lexus when I got an oil change from them. I had to drive 30-45 minutes to the dealer, sit in the waiting room for an hour + for them to get my car in and do the oil change, and the only "luxurious" thing about the experience was they had some old Starbucks and Dunkin Donuts in the waiting area. The last time i had a major warranty repair on my BMW, i didnt get a loaner and had to uber home because they were too busy to even drive me home or to a rental place.

 

[TinsleyC]

My issue is that I came from a dealership that did provide loaners, and that's any time you used their service - even years later. They were very professional, caring, and the dealership was immaculate. Very trusting. Sewell Infiniti of Dallas.

That was my first premium car, so I assumed "that's how they worked". So when I went to Genesis to buy, I told them I was a bit spoiled with the free loaners... they told me "we do that too" and that was the end of the discussion. Live and learn, I guess.

 

[Chad86tsi]

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.

I appreciate you bringing up realities that have to be considered. I just seem to recall this being a problem before the pandemic, which makes one think it's more than limited new car supply.

Another reality is that we don't buy from the manufacturer, we buy for the dealer. If the dealer does little or nothing to temper expectations, it's on them when disappointment sets in, and all parties lose.

 

[zamir]

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.

You are promoting and engaging in "double speak" Shame on you.

 

[zamir]

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.

I know your pain! My dealer basically refused to repair my 2015 Genesis (still under extended warranty)....Hyundai service SUCKS! and worse they do not respect their customers property. They leave fasteners out to say the least. I was going to buy my 6th Hyundai product in a row. a GV80 but based on Hyundai's blatant incompetence and worse, dishonesty, I opted for a Volvo XC90 T Inscription and I am happy for leaving Hyundai to never return.

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[EdP]

based on Hyundai's blatant dishonesty and worse, dishonesty, I opted for a Volvo XC90 T Inscription and I am happy for leaving Hyundai to never return.

So dishonesty is worse than blatant dishonesty.
Enjoy your Volvo.

 

[zamir]

So dishonesty is worse than blatant dishonesty.
Enjoy your Volvo.

Meant to say incompetence and dishonesty....And the Volvo so far is nice thanks.

 

[GenesisAdvisor]

You are promoting and engaging in "double speak" Shame on you.

You're absolutely right. I'm so sorry. My only regret is not engaging in "triple speak" and exceeding your expectations. Please give me 5 stars on the survey.

 

[50jae]

I know your pain! My dealer basically refused to repair my 2015 Genesis (still under extended warranty)....Hyundai service SUCKS! and worse they do not respect their customers property. They leave fasteners out to say the least. I was going to buy my 6th Hyundai product in a row. a GV80 but based on Hyundai's blatant incompetence and worse, dishonesty, I opted for a Volvo XC90 T Inscription and I am happy for leaving Hyundai to never return.

Good on you for voting with your wallet. In similar vein, we skipped the GV70 that we were close to buying and went with a highly optioned RAV4 hybrid. Interior doesn't hold a candle to the GV70 but I know it'll last 10 years with minimal maintenance and somewhat more competent service. I am also skeptical of all the first year issues popping up like failing transfer cases in the GV70.

 

[zamir]

You're absolutely right. I'm so sorry. My only regret is not engaging in "triple speak" and exceeding your expectations. Please give me 5 stars on the survey.

Thanks! I know I am right. You said :
"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."

In reality, as a service advisor you should know that it is not between the customer and the manufacturer, it is between YOU the service advisor and your own management. YOU are the one who tells the customer that there are no loaners available. Take ownership of the problem and talk to your management. When I spent my entire work life in customer support, I always told my customers what I can do rather than what I can't do for them. Who said that a loaner car has to be a fancy car? what is wrong with providing Elantra cars as loaners? I'd bet no one would complain.
On the one hand you admit the problem while on the other hand you find ways to justify it, so hence, the doublespeak.

 

[csu87]

Thanks! I know I am right. You said :
"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."

In reality, as a service advisor you should know that it is not between the customer and the manufacturer, it is between YOU the service advisor and your own management. YOU are the one who tells the customer that there are no loaners available. Take ownership of the problem and talk to your management. When I spent my entire work life in customer support, I always told my customers what I can do rather than what I can't do for them. Who said that a loaner car has to be a fancy car? what is wrong with providing Elantra cars as loaners? I'd bet no one would complain.
On the one hand you admit the problem while on the other hand you find ways to justify it, so hence, the doublespeak.

ive literally seen people complain about this on here lol

 

[gmd]

I bought my 2021 Genesis G80 at the closest dealership which is 77 miles from my house in March, 2021. I needed my first service in April, 2022. The dealership does not have the concierge service so I made an appointment to take the car in for service and received a confirmation and email reminders.

After driving the 77 miles to the dealership on April 19 I was told they could not do the maintenance because they are no longer a Genesis dealer. The dealers with the concierge service had a limit of 30 miles.

 

[Mcc]

How long ago did you make the appointment?

 

[zamir]

I bought my 2021 Genesis G80 at the closest dealership which is 77 miles from my house in March, 2021. I needed my first service in April, 2022. The dealership does not have the concierge service so I made an appointment to take the car in for service and received a confirmation and email reminders.

After driving the 77 miles to the dealership on April 19 I was told they could not do the maintenance because they are no longer a Genesis dealer. The dealers with the concierge service had a limit of 30 miles.

Good luck! you are in for a rude awakening when your warranty expires. I was a staunch Genesis proponent. NO MAS!

 

[gmd]

How long ago did you make the appointment?

About 2 weeks. I made the appointment online and that is all automated. They were informing people who called them for an appointment.