Good but not Great Dealership Service Experience

[GenesisCaptain]

I took my car in to Jim Ellis Hyunda in Atlanta for its second service since I have owned it. A few of the items were legitimate, and a few were tests to both get the issue on record and to see how they respond.

Brake fluid recall - this was one of the primary reasons for the service
Oil change - this was the second reason for the visit
Back deck rattle - Low bass rattled the rear speaker deck. It was totally annoying. They came through and fixed it, as far as I can tell.
Laggy ECU/TCU acceleration issue - I had no expectation that they would even acknowledge this, but I needed to see. The first service tech said he had heard of it with other Hyundai's, but not the Genesis. They politely accepted the request and told me that they did not notice anything nor did the computer diagnostics discover anything.
Radio occasionally muted at turn-on - This I wanted to fix, but they had a double-fail. First, the guy said he had never heard of it. Then, when I pointed out the TSB, they did not even have the software on hand. And finally, if they had the software, he said he would not have done it on my car. I asked him to follow-up with Hyundai USA and get back to me.
Steering convenience feature sometimes does not move back to memory position - I wanted to get this on record, but I did not expect them to do anything on this stop. It only occurs every month to two months, so it is not a major deal.
Replenish debit card - They took care of this without complaint

The two things that reduced the excellent service experience are minor, but big deals to me.

1) They print the little oil change convenience sticker on the inside of the windshield. This dealership prints 3,750 mile intervals, and I requested a 7,500 sticker. They dude said that it was Hyundai's recommendation based on their interpretation and application of "Severe Usage Conditions." I told him that my car and my driving definitely do not meet any of those criteria, and he argued and said it did. Then I told him I just don't care, and I want him to print a sticker with 7,500 miles. He said he couldn't and that it was set in their computer.

This is a joke and it depreciates the brand. If Hyundai dealers seriously think their engines need a 3,750 oil change under most conditions, then they have one of the worst engines on the market. Most other cars I am familiar with have a minimum 7,000 mile oil change interval, and those engines last hundreds-of-thousands of miles.

2) The other thing that surprised me was the dude's response when I asked how their loaner car system worked. I was mainly curious to know if it was a Hyundai USA program or handled locally by each dealer. The dude said that they do not have a formal program for the Genesis "because it is not considered a premium vehicle." Only the Equuis is considered a premium vehicle. Wha? So, the Genesis is just an Avalon competitor? They hooked me up with a car, but Hyundai USA does not formally support the luxury experience for Genesis owners.

Anyway, it was a clean transaction, but nothing overly special.

 

[gameday22]

Hyundai does not have an official loaner program except for on the Equus, it's left up to each dealership's owner on offering a loaner/rental while your car is being repaired. I totally agree on the oil changes, 3750 miles in heavy city driving might be required but considering the majority of my miles are highway and I use Penzoil Ultra there is no way this oil has met it's life cycle in < 4k miles.

The last oil change I did was at 3900 miles and when they dumped it out it was still very amber in color which would indicate to me that the oil most likely had 2k+ miles of good use still left. I don't know how the Blue Link systems maintenance minder works but I'd hope it is giving more then the 3750 of the owners manual.

 

[landtuna]

On the recommendation of several members I emailed Ellis about a month ago asking about their extended warranty program. I got an acknowledgement the next day but nothing since.

I'm not impressed either and happy I don't have to use that dealer.

 

[WowCool]

Dealerships are definitely Hit-N-Miss.......

 

[gameday22]

Dealerships are definitely Hit-N-Miss.......

Precisely the problem with Hyundai is the lack of consistent service regardless of the dealership you purchased it from. While I was in Tennessee and needed service it was top notch, when visiting family in NC the dealer there was horrible. My dealer here in FL is excellent and a model of how service should be at any dealer you go to.