First oil change @ Virginia Beach Hyundai

[Jon@VB]

I really want to report something good about my Hyundai dealer's Service department... But sadly nothing good... Oh one good thing, I had free 2 pots of coffee waiting for my car...

I set up an oil change appointment at 2:30.
Originally I was going to drop the car, but when I asked how long it will take, they said 30 min. max 1 hour. So I decided to wait in the lounge.

After 30 min, and one hour, each time they said it will be done shortly. I thought they were doing a complete check up.
And finally after 2 hours laster when I went to the counter to check again, I ran into a mechenic who was coming in the office to pick up my car key !
For 2 hours they haven't even started on my car.

If they told me to come back 3 hours later from the begining, I would have finished other works and come back.


Hyundai is not longer selling a cheap car.
Now they are selling $40K car but still service their customers like Yugo...
(Now I am not even asking Lexus or Benz service, but for my Genesis, should't they at least give me Honda or Toyota service?)

Even after setting up the appointment, they made me wait 3 hours just to get a freaking oil change !
They didn't to absolutely nothing else.

Forget the wash or Nav or whatever... on customers first check up and oil change, they didn't even vacuum the inside floor.



HYUNDAI definitely NEEDS to do someting about the service department for Genesis customers. Their service is WAY behind the product itself.

Hope this serves as a wake up call... Wake UP Hyundai ! Do something.


I know it takes too mcuh money to set up a new brand dealership for Genesis.
But at least they should have a seperate Genesis customer service department.

Airline industry doesn't have a fisrt class customer only air plane... they all ride in the same air plane.
But they treat them differently.
Perhaps Hyundai can learn from this and upgrade their service to Genesis customers.

If they really want to make impact on luxury market and go after high end customers -they need a MAJOR overhaul in service departement.

 

[Poopsicle]

When I had an elantra, I got screwed at First Team Hyundai. I took my car to checkered flag Hyundai and they were a little better. Dang dealerships.

 

[Mark_888]

If I search for a nearby Toyota or Honda dealer on the manufacturer website, I can see which dealers were awarded the Presidents Award for outstanding customer service (both companies have a similar award with the same name).

On the Hyundai website I don't see such a designation of dealers. Maybe they have such an award and don't display it on the Hyundai website list of dealers, or maybe there are no award winners near me, but I thought that was an interesting difference.

Given a choice, I would rather purchase at an award-wining dealership and would go to one of those first. I think Toyota and Honda dealers know this and they work hard to get the award designation.

 

[PriorityHyundaiVA]

I really want to report something good about my Hyundai dealer's Service department... But sadly nothing good... Oh one good thing, I had free 2 pots of coffee waiting for my car...

I set up an oil change appointment at 2:30.
Originally I was going to drop the car, but when I asked how long it will take, they said 30 min. max 1 hour. So I decided to wait in the lounge.

After 30 min, and one hour, each time they said it will be done shortly. I thought they were doing a complete check up.
And finally after 2 hours laster when I went to the counter to check again, I ran into a mechenic who was coming in the office to pick up my car key !
For 2 hours they haven't even started on my car.

If they told me to come back 3 hours later from the begining, I would have finished other works and come back.


Hyundai is not longer selling a cheap car.
Now they are selling $40K car but still service their customers like Yugo...
(Now I am not even asking Lexus or Benz service, but for my Genesis, should't they at least give me Honda or Toyota service?)

Even after setting up the appointment, they made me wait 3 hours just to get a freaking oil change !
They didn't to absolutely nothing else.

Forget the wash or Nav or whatever... on customers first check up and oil change, they didn't even vacuum the inside floor.



HYUNDAI definitely NEEDS to do someting about the service department for Genesis customers. Their service is WAY behind the product itself.

Hope this serves as a wake up call... Wake UP Hyundai ! Do something.


I know it takes too mcuh money to set up a new brand dealership for Genesis.
But at least they should have a seperate Genesis customer service department.

Airline industry doesn't have a fisrt class customer only air plane... they all ride in the same air plane.
But they treat them differently.
Perhaps Hyundai can learn from this and upgrade their service to Genesis customers.

If they really want to make impact on luxury market and go after high end customers -they need a MAJOR overhaul in service departement.

sorry to hear that. shouldve bought from Priority Hyundai. and one more thing dont believe toyota and honda dealerships are much better sometimes their worse because they have more clientele.

 

[ultra63]

If I search for a nearby Toyota or Honda dealer on the manufacturer website, I can see which dealers were awarded the Presidents Award for outstanding customer service (both companies have a similar award with the same name).

On the Hyundai website I don't see such a designation of dealers. Maybe they have such an award and don't display it on the Hyundai website list of dealers, or maybe there are no award winners near me, but I thought that was an interesting difference.

Given a choice, I would rather purchase at an award-wining dealership and would go to one of those first. I think Toyota and Honda dealers know this and they work hard to get the award designation.

Lexus hounds you to death with customer satisfaction surveys not H. H sells on price not service or nice dealerships. It is Walmart not Nordstrom

 

[Mark_888]

Lexus hounds you to death with customer satisfaction surveys not H. H sells on price not service or nice dealerships. It is Walmart not Nordstrom

Yesterday I recieved a letter from my dealer thanking me for choosing their dealership to service my car. They said I might get a survey in the mail soon regarding my service visit. The problem is that I have never been to the service department since I only recently purchased my Genesis at their dealership. No thank you for purchasing the car. This kind of mixup does not exactly inspire confidence in my dealer.

 

[puttn2]

Here one for you. I went to the dealers web site to set up an appointment to have my oil changed. Not Va Beach Hyundai. Carolina Hyundai.
On the dealers site was a form to fill out for service ie. what you needed and times you'd like to bring your Genesis in. Well I filled everything out and the next day I got an email from the SALES dept asking me when I would like to test drive a Genesis. Go figure. Service has not responded.That was a week ago.
P2

 

[ctrcbob]

Dont feel bad guys. A few months back, I was considering a Certified Pre-Owned Mercedes. Went to one of the dealers in Orlando. Walked around the New Car Showroom and nobody, NOBODY, ever asked if they could help me. Then I went into the Pre-Owned showroom. I did manage to talk with one salesman. Took me outside to look at the "Certified" Mercedes I was interested in. Once inside, I saw that it had a burn hole on the dash. I asked, "are you sure this is a Certified car? Next, he saw a person looking at cars and he just wanted to get rid of me, telling me that the other guy has already bought 5 Mercedes from him. I told him to please get another salesman for me and to go ahead with the other guy. Nobody ever did come out to serve me. (All this was before I walked into Service and saw the prices they charge for simple service, like $280 oil changes - sometimes $650 oil changes).

I them emailed Service Manager at the other Mercedes Dealer, right from their website, asking various service questions. Received an automatic response back that they received my email and I would get a response from the Service Manager in a day or two.
After ten days, still no response, I again emailed them, forwarding the response that they sent me. Still on response to this day.

I guess Mercedes does not want my business.

 

[lmftaz]

"HYUNDAI definitely NEEDS to do someting about the service department for Genesis customers. Their service is WAY behind the product itself."


My first oil change at Jim Click Ford/Lincoln/Mercury/Hyundai in Green Valley, AZ. Didn't buy the Gen there, but internet appt. was easily done--check-in very easy--and waited, although shuttle to home (!) available. Master Hyundai mechanic came out and introduced himself, asked if I had any questions, confirmed all TSB's already done, and he, a salesman, and the service rep walked me to my Gen, opened door, and saw me off.

Small-town values? Big-town dealers, check out this small dealer in town of
~20,000 population. Hyundai America, if you're reading this, pass on my kudos to this dealership!!

Genesis 4.6/black/black/saddle dash/trunk lid badge/blackened "H" on steering wheel.

 

[Jon@VB]

Thansk for all of your replies.... and sorry for venting out here...

But I really wish Hyundai's Genesis sucess will continue in the future.

Software is as much as important as the hardwares... perhaps even more important.

I believe Now is time to focus on cutomer service !

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[Jon@VB]

Yes, Mark 888, I agree.
Hyundai should give incentives to their dealers to improve their service.
Each dealer needs motivation to do better.

 

[Jon@VB]

Dear Priority Hyundai:

Yes, I wish I did...
I went to your store first, but you guys didn't have V8
And no one knew when you will get it...

I bought Toyota van from you guys and very very happy with your dealer.

No woner - Toyota dealers move to a nice new building !

 

[Jon@VB]

Ultra 66,

Walmart? Does Walmart sells $42K auto?

Hyundai is moving into new luxury territory, and Hyundai better do something about their luxury line customers. I don't expect Benz or Lexus service, but at least Toyota service would be nice as a Genesis customer.

 

[jcook]

Problem is that a lot of dealerships are in smaller towns with less talent to pull from. Since the Geny is such a technological marvel, I think it will be hard for Hyundai to service the Geny in these smaller markets. They would have to pay higher rates to qualified technicians, and this economy won't support it (not selling hardly any Hyundai's at all much less the top-of-the-line Geny). They flew some folks in from California to Atlanta to help resolve an electronic problem we were having with our Geny, and that must have hurt their wallet quite a bit. It would be nice to see a regional set-up of sorts, so that regular service can be performed at the local level and other issues get specific and timely attention at a location set up to deal with them.

Our dealership is Cartersville Hyundai, Cartersville, Georgia and they have been nothing but the best. Fast oil change, tire rotation and balance, and fine coffee (but you better drink it fast because your car is rolling out of service at warp speed!).

 

[PriorityHyundaiVA]

Dear Priority Hyundai:

Yes, I wish I did...
I went to your store first, but you guys didn't have V8
And no one knew when you will get it...

I bought Toyota van from you guys and very very happy with your dealer.

No woner - Toyota dealers move to a nice new building !

well that sucks, well maybe next time. And yall cant blame hyundai for its service depts, blame service and general managers of the particular store, they are who call the shots, not hyundai.

 

[PriorityHyundaiVA]

Ultra 66,

Walmart? Does Walmart sells $42K auto?

Hyundai is moving into new luxury territory, and Hyundai better do something about their luxury line customers. I don't expect Benz or Lexus service, but at least Toyota service would be nice as a Genesis customer.

i'd love for any dealership that i ran to be compared to wal-mart their one of the richest businesses in the world so ultra66, i know you was trying to be funny but you missed it by saying walmart, walmarts a lucrative company even with extra low prices.

 

[Mark_888]

Yesterday I recieved a letter from my dealer thanking me for choosing their dealership to service my car. They said I might get a survey in the mail soon regarding my service visit. The problem is that I have never been to the service department since I only recently purchased my Genesis at their dealership. No thank you for purchasing the car. This kind of mixup does not exactly inspire confidence in my dealer.

Today, I just got a call from the Sales Manager where I purchased my Genesis about 10 days ago (actually signed the contract 2 days before that), and he told me that he was following up on my visit to the Hyundai dealership and asked me if the salesman had answered all my questions. I told him that I had already purchased a car, and told him about the letter I got from the service department above, and told him that they need to get their act together. He asked me what model car I had purchased and I told him to ask the salesman.

 

[Jon@VB]

dear Priority,

I don't know how the Hyundai dealership & service dept. are set up.
But if Hyundai can't control its own dealership, I think they are in big trouble.

They sure have done great job manufacturing a great car, but if they can't service their car and their customers... I don't know... customers will not likely to come back next time.

A lot of my friends are asking me how I like my new Genesis.
I told them, I love it !
I even let them drive - they all say "Wow is this really Hyundai?"

Askd me where I got it...
I told them, Forget where I got it...

I sent them to your dealership. Hope you guys are better than Checker...

 

[Jon@VB]

Mark888,

<He asked me what model car I had purchased and I told him to ask the salesman.>

Mark, that's so funny. but so sad...

Hope Hyundai will focus on their dealership service next.
If Genesis had a different brand, like Lexus, I'm sure they would treat their customers differently.

Now I really wish they would set up a new brand and new dealership for Genesis.