First Genesis Service Experience

[chobbs42]

Driving my still new-to-me Genesis home from work last night the MIL started flashing as I pulled off the freeway. As I approached the light it was running extremely rough; not a warm fuzzy feeling. As I was only about a mile from my local dealer (Dublin, CA) I went ahead and nursed it in.

I've not had good experiences with the sales side of the house at this particular dealership; in fact, I've bought a new Santa Fe and my CPO Genesis in the last six months from other dealers after giving them first crack at the deal. So I wasn't thrilled that I was taking my baby there. Overall, however, I was very pleased with the level of service and care I received from their service department, which makes me pretty happy.

Anyway, dropped it off at just before 6pm last night, which means all we really got done was writing up the service ticket. I was very happy to learn that my car qualified for the P17 Nav upgrade, which I'd been meaning to call in about, so that was a bit of good news.

By 9:30 this morning they'd already called to let me know they'd pulled the code and had an unfulfilled TSB (12-FL-007) that addressed the exact symptoms and code, and that they'd already applied the ECU update necessary to resolve it. It was still going to take them some time to finish the Nav upgrade, but they wanted to let me know early that the big concern was already taken care of.

Overall a decent first experience with the service side of the shop.

 

[Ron5.0]

Sounds good, hyundai as always been on top for customer satisfaction,

Our dealer is always over crowded and we have construction going on at the same time so its a little hard to please the customer this time of year, but that's what drives us towards.

 

[Dex13]

I have used the dealer in Dublin to service my 2012 Genesis 4.6 for 3 years. I would not use this dealer for service if I had another dealer close to me or I could find a reputable independent. When I bring my car in for service, they always try to hard sell me on a service package that includes items not part of Hyundai's recommended service. For example, at 30,000 miles their recommended service included the routine items Hyundai recommends plus the following: Clean Battery Terminals and Install Anti-Corrosion Pads, Perform Brake Fluid Exchange Service, Install Premium Universal Coolant Conditioner and Install Windshield Washer Solvent. Their price was $640! When I refused the additional services I was forced to sign a form before they would service my car that stated I refused these services. The form also stated that by declining these services it can void the "Lifetime Limited" warranty. Huh?

Their maintenance package also included inspections that were already part of the their "free" multi point inspection. I have doubts they do these inspections as my brake pad thickness has been reported at 8 mm since the first service.

I pointed out that the brake fluid had been changed at 21,000 miles under a recall. The service writer recommended it be changed again at 30,000!

 

[scottdk]

I have used the dealer in Dublin to service my 2012 Genesis 4.6 for 3 years. I would not use this dealer for service if I had another dealer close to me or I could find a reputable independent. When I bring my car in for service, they always try to hard sell me on a service package that includes items not part of Hyundai's recommended service. For example, at 30,000 miles their recommended service included the routine items Hyundai recommends plus the following: Clean Battery Terminals and Install Anti-Corrosion Pads, Perform Brake Fluid Exchange Service, Install Premium Universal Coolant Conditioner and Install Windshield Washer Solvent. Their price was $640! When I refused the additional services I was forced to sign a form before they would service my car that stated I refused these services. The form also stated that by declining these services it can void the "Lifetime Limited" warranty. Huh?

Their maintenance package also included inspections that were already part of the their "free" multi point inspection. I have doubts they do these inspections as my brake pad thickness has been reported at 8 mm since the first service.

I pointed out that the brake fluid had been changed at 21,000 miles under a recall. The service writer recommended it be changed again at 30,000!

Sounds like the dealer you purchased your Genesis from offers the BS "Lifetime" warranty programs, but the catch is you have to spend a fortune on extra services that your vehicle does not require. This technique is used to make your bank account smaller and the dealers larger.

The "Lifetime" warranty looks good on a banner in their front store window I bet

 

[chobbs42]

Thanks Dex, I'll certainly keep an eye on 'em. Given my experience on their sales floor I'm not too surprised to read that.

 

[Bill K]

Service writers are salesmen. The more money that they can bring into the dealership, the more they are rewarded. Some are fair....some are jerks. All of them will try to sell unnecessary work.
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