How's the Genesis car service center experience?

[zamir]

We have four Genesis dealers here in Colorado. I selected the one nearest me to service my 2017 G80. I like the car. It's not the fastest or sexiest in our personal "fleet," but it's an affordable form of modest luxury and modest performance. I apparently selected the wrong dealership for service. My first experience at 13k miles (I purchased this used) was for scheduled maintenance. The service writer confused the G80 service requirements for Hyundai requirements. We sorted that out, but I left a bit concerned. The second service for an oil change went swimmingly.

Like other G80 owners, I began experiencing shuddering brakes a while back. I spoke to the service manager, who suggested a wheel balance. I stepped it up, and after more dangerous encounters on ice than I care to recount, we re-shod the G80 with Michelin Pilot Sport 4's. We run these on a Mercedes and BMW as well. New tires and balance didn't remedy the shuddering brakes; so, into the service department.

It's been five days, and while the dealer embraces technology allowing customers to text their service writer, despite several texts, emails, and phone messages to the service writer, service manager, and GM, the only sound is...crickets. At this point, I don't know what the issue is. Perhaps it's the ABS recall, and maybe it's parts. Or, as we once experienced with an M3, someone took it out and wrapped it around another vehicle.

Underlying this for me is an issue it seems other Genesis owners feel that I share. I accept that I am not purchasing a Mercedes or Porsche or high-end BMW; I know those experiences first-hand. Instead, we are buying what is supposed to be the flagship product of a car company attempting to make more than an also-ran name for themselves in this market. I worked for FoMoCo years ago, and someone in our family owns a name-brand dealership. In my experience, manufacturers have a lot to say about how a dealership operates and performs. Genesis appears to be allowing its brand value and reputation to slide by appearing to fail at insisting on a level of service in keeping with its objective.

Yes, I can take my G80 to another dealership, which is 25 miles (40 minutes) instead of 17 miles (25 minutes) away. But here is the thing; I bought the brand promise, and I don't believe I should have to shop dealerships in the hope of finding one that delivers on that promise. Today, as I sit here waiting to hear back from the dealership in Golden, this feels a little like big hat, no cattle.

I second what you wrote. Their service sucks (to be polite) and Hyundai does not give a sh&t.

 

[zamir]

Genesis warranty support is VERY POOR. I have a 2018 G80 with remaining new car warranty. When I tried to activate my BlueLink/Nav service, it repeatedly failed to remotely activate. Multiple calls to Genesis Customer Care went nowhere. They finally gave me a Case# and said they turned it over to their "engineers" to investigate. For over a month I was strung along with the response I should give them another week then call back. After the third time I heard this song, I took it to a Dealer. They did their best but eventually had to call Genesis Corporate for assistance and guess what? Their tech was given the same response and repeatedly told their engineers were investigating and to call back in a week. So far, I've invested almost 3 months in this charade from Genesis HQ. My conclusion is they do not intend to honor their warranty by replacing the system's hardware and their engineers, if they are indeed working on a solution, are incompetent. Based on my experience, I would not recommend purchasing a Genesis vehicle new or used.

I know the pain... The Hyundai/Genesis service is not. Perhaps good for oil changes and air filters and unnecessary replacements of cabin air filters. The mechanics at Hyundai seem to be terrified of troubleshooting as they are so ill equipped for the task. I bought 5 hyundai products in a row and was contemplating a GV80 until they shafted me by refusing to repair my 2015 Genesis (only because they have no clue how to fix it) I will never buy another one of their cars although they are quite reliable. But, watch out when anything electronic goes wrong. They will tell you "outside influence" like water or rodents... They are full of it. Someday they may learn that training is the key while running from problem will only ruin them.