Genesis Loaners...This looks bad

[Cgo]

I know there is a lot of inconsistency with dealerships right now. But there are some good ones. My dealership (Genesis of Savannah) scolded me for NOT using the valet service and gave me a direct number to my service advisor and the service manager to call and set up my next service appointment. And they guaranteed me a Genesis loaner. I'm not sure why other dealerships don't seem to be onboard with this level of service. It's a shame.

Because they dont really care right now. The Genesis cars arent their money makers and are a tiny fraction of their sales. Inexpensive Hyundai SUVs are their main sales drivers. Cars in general dont sell well these days especially in the flooded Compact luxury car market. Maybe when Genesis SUVs hit the market and the dealerships actually see a benefit to selling Genesis vehicles, things will change but right now it's more of a burden to them than anything.

 

[EdP]

Because they dont really care right now. The Genesis cars arent their money makers and are a tiny fraction of their sales. Inexpensive Hyundai SUVs are their main sales drivers. Cars in general dont sell well these days especially in the flooded Compact luxury car market. Maybe when Genesis SUVs hit the market and the dealerships actually see a benefit to selling Genesis vehicles, things will change but right now it's more of a burden to them than anything.

Your points are valid. Until the SUVs are on the floor I don't see how a stand alone dealer can make money. Meantime though, Genesis corporate should have, and enforce, some standards. They seem to be a bit loose yet.

I've said before, in the next couple of years it will shake out a bit and some dealers will be gone. That will be a good thing.

 

[Cgo]

Your points are valid. Until the SUVs are on the floor I don't see how a stand alone dealer can make money. Meantime though, Genesis corporate should have, and enforce, some standards. They seem to be a bit loose yet.

I've said before, in the next couple of years it will shake out a bit and some dealers will be gone. That will be a good thing.

My guess is that quite a few dealers will opt out of Genesis and focus on what makes them the most $$$$, Hyundai. There are already enough Luxury brands and the return on investment (new lots and or showrooms, loaners, techs) probably isnt worth the risk to some dealerships.

 

[OMG70]

My guess is that quite a few dealers will opt out of Genesis and focus on what makes them the most $$$$, Hyundai. There are already enough Luxury brands and the return on investment (new lots and or showrooms, loaners, techs) probably isnt worth the risk to some dealerships.

Unless that SUV drops soon and they see good profits from it. Then you're back to square one with a network of about 4x the intended size and lacking support

 

[YEH]

There are 5 in Houston right now.

And if only 2 of them provide good service, then pretty much in the same boat.

Based on certain state franchise laws, Hyundai can't force Genesis dealerships to build new stores (same issues Ford is having w/ Lincoln dealerships which are attached to a Ford store), but they should be able to dictate a certain level/standard of service.

It's not like a Genesis dealer can't opt out of doing free maintenance.

Guess at the very least, w/ poor customer satisfaction scores, Genesis can put them at the bottom of the list when it comes to allocation.

But still - boggles my mind why these dealerships bothered going ahead w/ a Genesis franchise if they aren't going to put at least some attempt at it (doesn't need to be the level of what some of the best Genesis dealerships are providing).

Word of mouth gets around and even when the Genesis CUVs hit the lots, many buyers will look elsewhere.

 

[Cgo]

Lexus, Infiniti, and Acura did it successfully, not sure why Genesis is having such a difficult roll out.

It's to the point now where I'm really concerned about where to take my car for service. Typically I do oil/filter changes myself, but this car is supposed to have 3 years of free maintenance! However, the poor service experience I've had so far worries me.

 

[WWIAFTM]

Let's hope the GV80 knocks it out of the park. Us car owners will reap the benefits of those cash flows.

 

[mkozlows]

So I went to schedule my first service. The valet service is available, and helpfully they can pick it up from my house at either 10 AM or 1 PM on any workday, aka basically the times I'm guaranteed not to be at home. So that's totally useless, an utterly worthless "service" that they shouldn't even be advertising.

And if I take "drop off at dealership," it gives me the choice of waiting there, or taking the shuttle. No loaner at all, not even a Kia.

It's a great car, but wow, this service experience is monstrously awful.

 

[Throat Yogurt]

So I went to schedule my first service. The valet service is available, and helpfully they can pick it up from my house at either 10 AM or 1 PM on any workday, aka basically the times I'm guaranteed not to be at home. So that's totally useless, an utterly worthless "service" that they shouldn't even be advertising.

And if I take "drop off at dealership," it gives me the choice of waiting there, or taking the shuttle. No loaner at all, not even a Kia.

It's a great car, but wow, this service experience is monstrously awful.

Is this info based on the website options or from calling them? There's no reason you should be able to get a loaner if you valet, but not if you drop it off.

 

[Mcc]

So I went to schedule my first service. The valet service is available, and helpfully they can pick it up from my house at either 10 AM or 1 PM on any workday, aka basically the times I'm guaranteed not to be at home. So that's totally useless, an utterly worthless "service" that they shouldn't even be advertising.

And if I take "drop off at dealership," it gives me the choice of waiting there, or taking the shuttle. No loaner at all, not even a Kia.

It's a great car, but wow, this service experience is monstrously awful.

Ask them to explain how if they have a car for you with valet service that they cannot give you a car if you come in. Doesn’t make any sense. Something is missing.

Also, and I cannot say this enough times. DO NOT use the app. Call and talk directly to the service manager.

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[mkozlows]

Is this info based on the website options or from calling them? There's no reason you should be able to get a loaner if you valet, but not if you drop it off.

Website. If I have to call people to set up services, that'd make this worse than any car I've owned in the last ten years, because come on now.

 

[Mcc]

Website. If I have to call people to set up services, that'd make this worse than any car I've owned in the last ten years, because come on now.

Well I guess you just showed them how to get what you needed.

 

[EdP]

Website. If I have to call people to set up services, that'd make this worse than any car I've owned in the last ten years, because come on now.

Yeah, the telephone thing is just so old fashioned. Got to spin the dial ten time just to reach a real person to talk to. Not to mention, there is no good reason to actually talk to people anyway.

Sure, not every dealer is doing top notch but the results from a phone call have proven by others here to be far superior than the web or an app.

Fortunately, we have choices. You can do what works or complain about what does not work.

 

[Throat Yogurt]

Website. If I have to call people to set up services, that'd make this worse than any car I've owned in the last ten years, because come on now.

Come on man. So you don't really know that they don't have Genesis loaners for drop off. My dealer (who provided excellent service) has a terrible website too. But when I called them everything was great.

 

[Mcc]

Yeah, the telephone thing is just so old fashioned. Got to spin the dial ten time just to reach a real person to talk to. Not to mention, there is no good reason to actually talk to people anyway.

Sure, not every dealer is doing top notch but the results from a phone call have proven by others here to be far superior than the web or an app.

Fortunately, we have choices. You can do what works or complain about what does not work.

Yes a novel concept, using your phone as an actual phone

 

[OMG70]

Now I'm curious what you did to set a service appointment before. Pony Express?

 

[tarhoosier]

I think he means that he believes that a web option without human interventions should be better than the other options. I think that is a fine goal.
My experience is speaking with a representative of the business, and an employee in the department in question, has been superior for resolving issues and establishing clear parameters for service, regardless of the service provided (financial, auto, home care, etc.)
The web interface involves meta-messaging that is absent in conventional communication. Power, intent, motivation, direction and so forth are concealed. This can be a dissertation project (likely has).

 

[danygenesis]

Now I'm curious what you did to set a service appointment before. Pony Express?

 

[mkozlows]

Look, it's adorable that all of you leap to your telephones to call people up and have enchanting voice conversations with dealership employees, but here's the thing: Genesis sent me an email saying, "hey, you need service, follow this link to do it." I followed the link, and the link tells me a bunch of bad things.

That's not good. Maybe if Genesis is only aiming for the over-60 crowd, it'll be good enough for now, though.

 

[Throat Yogurt]

Look, it's adorable that all of you leap to your telephones to call people up and have enchanting voice conversations with dealership employees, but here's the thing: Genesis sent me an email saying, "hey, you need service, follow this link to do it." I followed the link, and the link tells me a bunch of bad things.

That's not good. Maybe if Genesis is only aiming for the over-60 crowd, it'll be good enough for now, though.

The Millenial Motto: "If it's not on the internet, it doesn't exist."

Come on man, cut them a break. It's asking a lot for a local dealer of an emerging brand to have an interactive website that works 100%. Especially in an industry that isn't used to relying on that technology. My dealer straight up told me that when I'm scheduling service, the best way to do it is to call...they were still working on fully integrating the web site and app.

What's even more disingenuous is to report on a discussion forum that the dealer has "no loaners at all, not even a kia" because it doesn't pop up as an option on their site.