Hyundai of Metairie service call

[JackT]

A number of weeks ago we were given an appointment for our brand new Genessis GV80 Coupe. Exterior door sensor recall and some other stuff not working properly. Subsequently I had gotten a call to go to the dealer to initiate out OTA updates. When I got to the dealer , no one knew why I was there ?!?!? Mind you, the car was then about 2 weeks old. So when I got back home I called & cancelled the appointment - going to another dealer now.

Soooo, today we get a call from the 1st dealer, which whom I had cancelled the appointment with, to tell us they they have no loaners available for our appointment in 2 days. Hummm, I say. I then tell the gal that we had actually cancelled the appointment. She says, oh well, thats good - we didnt have a car for you anyway....


Some service. Unfortunately, I kinda expected this to happen. We'll see what happens when we go for the appointment with Eddie Tourelle's in Covington - on the waitlist there about 4 weeks now and by appointment time, 1 week of Jan I believe, it'll have been about a 2 month wait for a loaner.

From Porsche, to BWM to Audi, etc..., they always tell you like its no problem to schedule ahead and get a loaner - BUT IT NEVER HAPPENS!!!!

 

[steveinarizona]

Very unfortunate story. I was a BMW owner and moved over because the BMWs that were of interest to me had become so ugly I couldn't make myself acquire one even though I loved the way they drove. But my BMW dealership was always terrific. Any time an issue arose, I called and they said come on in and had a loaner waiting for me. No waiting. During the pandemic, when there was a shortage of cars, my dealership made a deal with Hertz so that they were able to supplement the loaner inventory with Hertz cars. But...to the user...it was no different. Went to the same loaner counter...same paperwork. The agreement with Hertz was in the background between the dealership and Hertz (Hertz, of course, later thought I had not returned the car and threatened action; as a retired litigator, I looked forward to it).

I fully expect similar treatment with my Genesis dealership. I have had discussions with the service manager and while he said he can't absolutely promise there will always be a loaner available immediately, he has lots of loaners and so far that has not been an issue and he doesn't expect it to be one. There were lots of loaners parked there when I was there for my discussion. If that turns out not to be true, I may be back to BMW even if I have to wear a blindfold.

For whatever it is worth, I live in an area where I see lots of Genesis vehicles on the road. Dealership is a so called "hybrid" dealership: sales function at an upscale mall; service in a separate Genesis service building on the property of and adjacent to the Hyundai service building about two miles away from the sales building.. Always a chicken and egg question: does good service drive vibrant sales and does bad service drive away sales. Genesis cars have received great reviews; service reliability not so much and dealership issues seem to abound compared to the Germans. I think the next five years or so are going to be key for Genesis: does it succeed as a relatively new luxury brand for a mainstream seller (e.g., Lexus from Toyota) or does it fail (as, e.g., Infinity appears to be failing).

 

[JackT]

Thanks for the thoughts. Here in N.O. Metro area there’s been a big change up in the dealership ownership in general. On top of that, sad to say, since hurricane Katrina there seems to be a downward slide of doing things , in general, right and proper. Now I’m afraid the general public has become quite apathetic and puts up with it. In the last couple of years , ray brandt who owned many different dealerships passed. Also, a new owner Matt bowers has rolled into town. Along with a fellow from MS I think. Just recently the Brandt estate has settled the fighting over his dealerships and 5 or 6 have changed hands. Fighting ensued between the buyers, potential buyers and the brands as to who was to get what…. On top of that another longtime local family is selling their Toyota, Audi and other dealerships. All of this has involved just about every major brand - Porsche, Audi, Ford, Huyandi-Genesis, Toyota and Ford. Many of the businesses had been either run down or had service issues and when you thrown in the uncertainty of ownership, there was much bad stuff floating around the businesses. Ultimately, it’s the customer that suffers. Heck, local Porsche dealer has been on a downward slope for years, and yet while a 18 year owner I was reluctant to go back and buy another from them because their service was so bad and their staffing in such poor shape, they were the only dealer in town. I gambled and lost - their product has suffered too in recent years, quality wise - we bought 2 ( new ) in the last 3 years from them and the cars would stay on the shop weeks at a time before they’d even get looked at. Heck, on 2 separate occasions we took their Porsche loaners on 1000+ mile rod trips!! They knew and allowed it. When we would go to pick up our cars from service, we’d get the ‘ole ‘NPF’ , No Problem Found , on the ticket!! And that’s after demonstrating the problems to them when the cars were dropped off.

Anyway, there seems to continue to be a shift in the business along with ownership flux and a general influence of a lack of wanting “real” customer loyalty at these dealers. They are more interested in making a sale than keeping a customer it seems to me. Another short example - before buying GV80, we went to the local MB dealer and one 40 minutes away. Neither followed up with us with any concrete or firm numbers or info on the cars we looked at after considerable messages, emails , etc…. Then after waiting a few more weeks, we went Genesis and leased. And once again so far, promises made and not kept - so far - we’ll see. We did get a phone call from Genesis CS corporate whom was made aware of what we’ve experienced so far and lack of the “Premier” experience. He has promised a call back before our Jan apt. So,we’ll see what happenes there.

Besides that, I think we are just going to be leasers from now on, even though I think it costs us more and we just don’t expect what they promise and get pleasantly surprised when it goes our way. Heck, we’re getting old and don’t have that many more more cars to buy anyway!!

 

[JackT]

Another let down for all this premium service genesis owners are suppose to get. We were suppose to have received a follow up call and hopefully a scheduling of a loaner for our apt on Monday this past week from Genesis of NA…..

AND WHATTA KNOW ? NO CALL!!!