Genesis Dealer experience

[leggy]

Please let's use this thread for Genesis dealer experience. Whether you have good or bad experience or suggestions about the dealers then let's talk about it hear.

I am sharing my experience with 4 Genesis dealers. I emailed the exact letter below to Genesis customer care today and hope something could be done.


***************
Hi there,

Please pass this letter to the customer experience/satisfaction/marketing manager / department so further action could be taken. This is a long and detailed letter to serve its purpose

I have been a long time follower for the introduction of Genesis brand and looking forward to lease V8 G90 within the next 3-6 months. I have read almost every professional and users review about the G90. I have checked out the G90 couple of days ago, didn’t test drive it yet, and so far I like it very much. I am aware that you are planning to have separate Genesis showrooms/dealers but for the time being selected Hyundai dealers are dedicating part of their showroom and sales rep for the Genesis brand.

I would like to share with you my complete dissatisfaction and disappointment about my experience with Hyundai dealers who you have selected as approved Genesis dealers in Southern California. I have visited 4 Genesis dealers, 2 on Wednesday Nov 09 and 2 on Sunday Nov 13, and here is my experience so far:
- Dealer one, no G90 in the lot although the dealer inventory shows 1 car. Dedicated Genesis section in the showroom was messy, a lot of clutters and no rep inside the Genesis section. In fact all was done whether for this dealer or the other 3 dealers was removing the Equus sign and replacing it with Genesis sign.
- Dealer two, had one G90 V6T, London Grey with Black interior. The exterior was slightly dusty so was the interior. There were several dust marks that I could hardly remove by my hand on the rear armrest and front passenger seat. I spent 30-40 minutes checking the car out, turning the engine twice and hitting the accelerator but no sales no one approached me. Is this a Genesis policy not to approach potential car buyers or was a lack of customer curiosity by the dealer? I left the dealership without speaking with anyone.
- Dealer three, drove to this dealer to check out the V8. The dealer inventory through the website shows one V8 is available. When I arrived there was no V8, was sold recently but the website wasn’t updated. Again, the Genesis section in the showroom was merely had the Equus signed removed and replaced with Genesis. I spoke to Hyundai sales rep, not Genesis.
- Dealer four, immediately after leaving dealer 3 I called dealer four because their website was showing an available V8, black on black and the sales rep confirmed it is in stock so I have to drive for 10 minutes to get there. Once I arrived, I walked to Genesis section with no Genesis dedicated rep and had to speak with the receptionist. Another sales rep approached me and I asked about the G90 V8 and was told it was sold. I asked him I just called 10 minutes ago and someone confirmed. The rep apologized and said we had one and it was gone, didn’t mention when was sold.

As you can see, there is nothing luxurious about the 4 Genesis dealers that I visited. There are other potential buyers are having similar issues.
I am sorry to say this but with such service level I believe the Genesis brand will not live up to expectations, and winning over other luxury brand buyers won’t happen in the same way you expected and planned. I myself started having second thoughts. Of course add to this the unavailability of the car itself. I checked online over 12 dealers and the total G90 among those are 10 cars and most of them are V6T. G90 has 5 exterior colors and so far the blue and brown are not listed with any of those dealers that I checked online. Unfortunately, this start is not promising at all.

I suggest sending someone from Genesis posing as a potential buyer in order to find out the real experience rather than formal management visits. I also suggest investing in 1-2 reps to read Genesis forums and provide the management with real life experiences and feedback about others. This is a good website to start with http://genesisowners.com/hyundai-genesis-forum/forumdisplay.php?103-Genesis-Motors-Forums please note that I am not affiliated with that website. I merely read and post sometimes.
Dealers name will be provided upon request.

Sincerely,

***************

 

[Mark_888]

I hope you don't take personal offense to what I am about to say, but here goes.

1. The Genesis brand is in transition at existing Hyundai dealers, and will be that way for several years until they have dedicated dealerships, when a full line of vehicles (G70, G80, G80, and two SUV/CUV's at a minimum) are available to justify an investment in a separate dealership.
2. The G90 is not even available yet in some parts of the USA, as it is very new. When more are made and arrive in the USA, and full distribution to all dealers is complete, then things should be at least somewhat better.
3. Given that only about 2 Equus vehicles were sold per dealer per month, and G90 sales may not be significantly higher than that, one cannot expect dealers to stock inventory in every possible color and trim combination. Maybe you don't understand how car dealerships work, but those cars are purchased from HMA by the dealer, and they are not shipped by HMA to dealers willy-nilly.
4. Given the above, I think you comments are ridiculous.

 

[leggy]

1. The points you listed do not change the fact that so far the Genesis experience has failed for me when it comes to dealership. They had plenty of time to train and setup the dealers and make the purchasing experience more welcoming and luxurious. Genesis corporate is not a startup to fall in such mistakes. When their goal is to win customers from other luxurious brands and customers who are looking to enter the luxury market for the first time, they better have something presentable to start with beside the car itself. I am not asking for separate dealership to start the brand. I am looking for pleasing presentation and care at the dealership to make me think I am buying into a special brand.
2. One of the car I checked out was manufactured in Aug 2016, so the production been running months ago. All pro reviewers stated that the car will be sold starting end of September and we are in the middle of November and yet not every dealer has it. That is lack of planning.
3. When a company establishes a new brand and wants to impress then they need to adjust their model at least temporarily.
4. You are entitled to your opinion but that still doesn't change the fact that the Genesis experience is not pleasing so far. Your defend and denial won't earn Genesis a penny.

 

[Mark_888]

One of the car I checked out was manufactured in Aug 2016, so the production been running months ago.

Based on previous Genesis and Equus models, it takes 1-3 months from the time of manufacture to dealer delivery. The cars are made in Korea, and shipped to the USA port of entry, and the importer (HMA) has to do some things to prep the cars for the USA market.

Some G90's may have been available at end of September, but as you noted, wide availability has not occurred yet. Members in Texas have stated that dealers there say only one G90 has made it to any Texas dealer.

As far as dealer "training," if you expect a Lexus or MB experience at a Hyundai dealership (with a Genesis sign in one corner), forget it. Even when they have separate Genesis dealers, it will take a while. That's why the Genesis brand cars are priced at $10K-$30K less than comparable vehicles.

 

[edward301]

You are correct about one car per dealer. My brother has a 15 Genesis sedan, and wants the G90. He has contacted the
dealer where he has bought several Genesis before, and they told him mid-November.

I hope they get it right this time, Equus did not go well, hope Genesis understands that their dealers have to be better than
all the others with a new product, or again things will not go well.

 

[leggy]

In fact I am not and wasn't expecting similar Lexus or MB experience, definitely not now. I was hoping to see at least a step toward the right direction, a direction where you can tell there is a difference, there is a change, but I could not see any.
Thanksgiving and Xmas are around the corner where most if not all cars have deals, shoppers looking for affordable luxury will cross shop the Genesis if they heard about it. If those shoppers had bad past Hyundai dealership experience and they find no difference with Genesis brand then that will be an issue for Genesis especially knowing how bad a bitter experience lasts.

Don't get me wrong, I am as excited as everyone else who wishes the best for Genesis and Hyundai, and part of the reason I sent the email to Genesis and made this thread to provide feedback and deliver a message to Genesis about real dealership experience.

 

[Mark_888]

When I think of dealer experience, I think about servicing the car, or the sales experience. I don't blame dealers just because Hyundai has not imported many G90's yet into the USA. There could be dozens of reasons why, such as manufacturing problems, parts supplier problems, testing problems, EPA certification problems (on the 5.0), shipping problems, import problems, etc. Running a auto company is not as easy as snapping one's fingers and making things happen.

 

[leggy]

Car availability was one of my points while dealer experience was my main point. If you can't sell me a product then I won't trust you to serve me well afterward. Customers walk in don't want to hear or care about excuses, they want to enjoy the experience and have self satisfaction that their money is well spent and feel there is a difference the Genesis brand is making. Maybe you should accept the fact that part of the lunch is not successful so far. You don't promise if you are in doubt to deliver. Please remember that one of Genesis main goal is to win customers from other established brands and particularly Lexus customers who are used to special type of experience and treatment. If Genesis goal was not that and they merely wanted to add another car to their fleet I would not have complained.

Genesis when decided to enter the luxury market they invested money, time and efforts. They wanted to upscale their name and change the picture and reputation consumers have toward their brand. So unless you present and market well then your will have a hard start and may end up with double efforts to fix it.

There is a reason Apple makes a lot of money and have such high sales and user base, they know how to present and market their products and make users' experience delightful. I use Android by the way.

 

[Mark_888]

Hyundai first staring importing the Genesis in 2008 (model year 2009), during the Great Recession. Separate dealerships were not an option back them (private investors build and own dealerships, not the manufacturer). It will take time for Hyundai to get the Genesis brand launched as separate dealers with the kind of service you are talking about. Prices will have to increase to do that, since dealers simply will not have the same economy of scale as a Hyundai dealership.

I understand that you are upset because you want a G90 and none (or very few) are available. Hyundai is very large company that makes over 4 million vehicles per year, and they have a lot things to worry about that may take precedence over your concerns. There may have been technical issues discovered that has delayed production, or supplier issues, or some other related issue. Also, Hyundai is dependent on independent dealers, and cannot resolve every single customer issue not directly related to the cars themselves, especially while they are selling them via existing Hyundai dealers.

The original Genesis and Equus were sold in Korea before being imported into the USA. Back in 2010 there was a lot of questions within HMA management as to whether the Equus should even be imported to the USA.

If you cannot wait for the G90 you want, maybe you should look to another upscale brand that would satisfy your requirements.

 

[Sal Collaziano]

I like the idea of Hyundai corporate sending secret shoppers to Hyundai dealerships that sell "Genesis Motors" products. Availability issues aren't completely out of the ordinary at this point in time (for the brand - being new) but customer service is very important and I really feel they need to get this aspect of the experience - right...

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[Aquineas]

You were right to call them out to Genesis Motors, though I wish you had named them here as well. H̶y̶u̶n̶d̶a̶i̶ Genesis Motors wants fewer Genesis dealers anyway, so it makes sense to thin the herd.

 

[leggy]

Mark,

I do understand there are production issues occur at some points that lead to unexpected delays. None of us can figure out what issues came out and what happened as those are technical and non public matters. My disappointment is in dealers' experience. I was expecting to see a difference and I did not. The reason I was expecting more because of the halo built during the past months about the transition to luxury level car, service and dealer experience. The car is getting there, sales service / dealer experience zero so far. When the car sales experience is not promising then the maintenance service experience will not be different in case you decided to take your car yourself instead of concierge service. If Genesis is ok with this then that is a different story but let's not be promised as customers about something that is not planned or expected to happen.

I am planning to lease in 3-6 months and as a car and monetary value I like it.

 

[leggy]

I like the idea of Hyundai corporate sending secret shoppers to Hyundai dealerships that sell "Genesis Motors" products. Availability issues aren't completely out of the ordinary at this point in time (for the brand - being new) but customer service is very important and I really feel they need to get this aspect of the experience - right...

That's exactly what my point is.

 

[Sal Collaziano]

I am planning to lease in 3-6 months and as a car and monetary value I like it.

The way I feel about it is - give them a chance. I'm feeling the service experience isn't going to be "so great" in the beginning. This is why, despite the car being sold by an "upscale brand" (by name) - the G90 can be had for a HELL of a bargain. I mean - think about it. The G90 is an amazing vehicle - but the price!

Service will improve. Get in on the ground level of Genesis Motors and take it from there. I'm really confident that "Genesis Motors" will be a very successful luxury brand and I think it would be nice to say, "I was there since the very beginning"...

 

[leggy]

You were right to call them out to Genesis Motors, though I wish you had named them here as well. Hyundai wants fewer Genesis dealers anyway, so it makes sense to thin the herd.

The reason I did not disclose dealers' info to find out if Genesis will ever ask me to provide them or not. If they are serious to further investigate they will ask me.

 

[leggy]

The way I feel about it is - give them a chance. I'm feeling the service experience isn't going to be "so great" in the beginning. This is why, despite the car being sold by an "upscale brand" (by name) - the G90 can be had for a HELL of a bargain. I mean - think about it. The G90 is an amazing vehicle - but the price!

Service will improve. Get in on the ground level of Genesis Motors and take it from there. I'm really confident that "Genesis Motors" will be a very successful luxury brand and I think it would be nice to say, "I was there since the very beginning"...

Looking forward to it

 

[PMCErnie]

I don't think Leggy understands that these were not stand-alone Genesis dealers, hence no dedicated Genesis sales staff. Get real, Leggy. Deal with the "little people" who sell the Hyundai cars too at these dealers. Stop nit-picking about the dust.

 

[leggy]

I don't think Leggy understands that these were not stand-alone Genesis dealers, hence no dedicated Genesis sales staff. Get real, Leggy. Deal with the little people who sell the Hyundai cars too at these dealers.

I doubt you understood my point of view reading my previous comments in this thread so let's move on and keep the thread for sharing dealers' experience.

 

[Deebow]

I test drove a G90 and was very impressed with the car. The dealer experience, not so much. There was a single G90 on the showroom floor, and a separate kiosk with Genesis brochures. No signage. Nothing else looked or felt different. I spent about 15 minutes getting in and out, and looking the car over closely without anyone approaching me. I finally asked for help and got a short test drive. The salesman was pleasant but pulled the owner's manual out of the glovebox to answer questions about the car. The post-test drive sales approach was straightforward- what will it take to close the sale today? Nothing terribly unusual about any of this, except that it really clashes with the whole high end "respect" theme of the Genesis advertising campaign.
My concerns grew when I read this published interview about shrinking the dealer network:
http://www.thetruthaboutcars.com/2016/11/hyundai-genesis-motors-boss-wants-fewer-usa-dealers/
I asked my salesman about the shrinking dealer network question. He replied, perhaps a bit too honestly, that internal rumors were that the dealership count might shrink from 350 to about 100. If true, this is a big deal. How many people might end up buying from a Genesis dealership that then decides not to be one anymore? Talk about unhappy customers! I think that this was a foolish announcement, and the whole low cost, slow motion rollout that Genesis has decided on seems shaky to me. I am rooting for Genesis to succeed, and would still consider a purchase someday, but not until they get their act together.

 

[srobak]

Always call before you go to a dealer for a limited item. Doesn't matter if it is a car dealer, audio equipment dealer or furniture dealer. Never trust online inventories. They are always wrong or out of date. Picking up the phone would have helped in at least 3 of the situations you listed above.