Is the Genesis Service Experience as good as advertised?

[danygenesis]

There is no doubt that there is a huge difference Genesis Service Experience between USA and Canada mainly because of dealers BS in USA.

 

[Pickle]

Valet service - pick up drop off. Complimentary maintenance service. Do they take care of you or is it a pain to get sheduled, wait time, etc.? Feel like an upscale service? Seems like some of the dealerships around me are shared with the hyundai centers which are more basic centers.

I've had mine in for basic scheduled service once, now. The experience was excellent. Basically, I called them up and scheduled a convenient pickup and dropoff time at my home. I had to choose a day a few days into the future, just due to availability, as I expected. I also asked if I could have a G80 as a loaner, if they had one available to lend, just to try it out for the day. They said yes, on the condition that one was available.

The day arrives, and I get a text notifying me my loaner was on the way and it arrived at the specified time. It was indeed a G80, as requested. We swap keys (and a bit of paperwork) and away we go. The dropoff went the same, with a text notification and arrival at the expected time.

My car was returned serviced, washed and ready to rock and roll. As for where it went, my understanding is that even if it is taken to a Hyundai dealership for service, only Genesis techs will be allowed to work on it. Of course, I suppose I'll have to take their word for it, but since I never went anywhere near the service department, it doesn't really matter in the end if it was on a lift next to a clapped out 1987 Excel.

 

[Toddasaurus]

There is no doubt that there is a huge difference Genesis Service Experience between USA and Canada mainly because of dealers BS in USA.

This.

If you're in Canada, you will have an exemplary level of customer service and luxury. In my opinion, Genesis of Canada is *the* benchmark for the Genesis customer service experience.

Meanwhile, in the USA...

 

[MysticalJet]

I've had mine in for basic scheduled service once, now. The experience was excellent. Basically, I called them up and scheduled a convenient pickup and dropoff time at my home. I had to choose a day a few days into the future, just due to availability, as I expected. I also asked if I could have a G80 as a loaner, if they had one available to lend, just to try it out for the day. They said yes, on the condition that one was available.

The day arrives, and I get a text notifying me my loaner was on the way and it arrived at the specified time. It was indeed a G80, as requested. We swap keys (and a bit of paperwork) and away we go. The dropoff went the same, with a text notification and arrival at the expected time.

My car was returned serviced, washed and ready to rock and roll. As for where it went, my understanding is that even if it is taken to a Hyundai dealership for service, only Genesis techs will be allowed to work on it. Of course, I suppose I'll have to take their word for it, but since I never went anywhere near the service department, it doesn't really matter in the end if it was on a lift next to a clapped out 1987 Excel.

This.

If you're in Canada, you will have an exemplary level of customer service and luxury. In my opinion, Genesis of Canada is *the* benchmark for the Genesis customer service experience.

Meanwhile, in the USA...
View attachment 20935

Well hopefully the US Dealerships catch-up. In my opinion, many people are looking at the overall experience when they buy a car - especially if they want repeat customers. Thanks fo the responding and the input!

 

[Dresulam]

Well hopefully the US Dealerships catch-up. In my opinion, many people are looking at the overall experience when they buy a car - especially if they want repeat customers. Thanks fo the responding and the input!

I do agree with you @MysticalJet. Car companies benchmark all the time against their competitors. I wonder why dealerships can't or won't benchmark other

 

[EdP]

Well hopefully the US Dealerships catch-up. In my opinion, many people are looking at the overall experience when they buy a car - especially if they want repeat customers. Thanks fo the responding and the input!

In Canada, Genesis has control and sets the standards. In the US they have over 300 independent dealers to work with. They can set standards but enforcing them over 50 states is not easy. I'm sure they are working on it but it will take some time to change people from a Hyundai to a Genesis mindset. Some dealers know how and are doing well, others may fall by the wayside in the next year or two.

 

[AcerOne]

I've had mine in for basic scheduled service once, now. The experience was excellent. Basically, I called them up and scheduled a convenient pickup and dropoff time at my home. I had to choose a day a few days into the future, just due to availability, as I expected. I also asked if I could have a G80 as a loaner, if they had one available to lend, just to try it out for the day. They said yes, on the condition that one was available.

The day arrives, and I get a text notifying me my loaner was on the way and it arrived at the specified time. It was indeed a G80, as requested. We swap keys (and a bit of paperwork) and away we go. The dropoff went the same, with a text notification and arrival at the expected time.

My car was returned serviced, washed and ready to rock and roll. As for where it went, my understanding is that even if it is taken to a Hyundai dealership for service, only Genesis techs will be allowed to work on it. Of course, I suppose I'll have to take their word for it, but since I never went anywhere near the service department, it doesn't really matter in the end if it was on a lift next to a clapped out 1987 Excel.

This was my exact experience. My G90 has been in once and went the same as Pickle posted. Car came back washed and interior cleaned. Cabin filters, air filters, synthetic oil etc all completed. I received a G80 as my loaner which was nice as my previous car was a G80 so it was nice for the nostalgia factor. Very little effort on my end to get the car serviced and it car was taken and returned in about 5 hours. Having the loaner makes it really easy as I have a ride no matter what. If they need to wait a week for a part, no big deal. I gave my dealer a 10/10 on the survey.

 

[MysticalJet]

In Canada, Genesis has control and sets the standards. In the US they have over 300 independent dealers to work with. They can set standards but enforcing them over 50 states is not easy. I'm sure they are working on it but it will take some time to change people from a Hyundai to a Genesis mindset. Some dealers know how and are doing well, others may fall by the wayside in the next year or two.

I agree... to an extent. Part of the business plan/model should be looking at the overall execution when entering a different segment. Its awesome to have a fantastic product and showy website with promises, but there should also be a plan to bring that high level customer experience along with and at the same time as the product... IMO in the luxury class anyway. So the excuse that it takes time to get there does not hold a lot of water with me - should be in the plans from the start how to ramp the service level/experience up quickly. What it appears, from testimonials that I've read, is that they are testing the market and seeing if it is worth the long term investment - separate Genesis dealerships from Hyundai, etc. before jumping head first... at least in the US. Which is probably why you see variation in service. i.e. if the dealership was good before, its good after. If it was bad before, it continues to be bad.

 

[danygenesis]

This was my exact experience. My G90 has been in once and went the same as Pickle posted. Car came back washed and interior cleaned. Cabin filters, air filters, synthetic oil etc all completed. I received a G80 as my loaner which was nice as my previous car was a G80 so it was nice for the nostalgia factor. Very little effort on my end to get the car serviced and it car was taken and returned in about 5 hours. Having the loaner makes it really easy as I have a ride no matter what. If they need to wait a week for a part, no big deal. I gave my dealer a 10/10 on the survey.

Canada or USA?

 

[EdP]

I agree... to an extent. Part of the business plan/model should be looking at the overall execution when entering a different segment. Its awesome to have a fantastic product and showy website with promises, but there should also be a plan to bring that high level customer experience along with and at the same time as the product... IMO in the luxury class anyway. So the excuse that it takes time to get there does not hold a lot of water with me - should be in the plans from the start how to ramp the service level/experience up quickly. What it appears, from testimonials that I've read, is that they are testing the market and seeing if it is worth the long term investment - separate Genesis dealerships from Hyundai, etc. before jumping head first... at least in the US. Which is probably why you see variation in service. i.e. if the dealership was good before, its good after. If it was bad before, it continues to be bad.

Of course there should be a plan. It has only been a few months since they signed up over 300 dealers, not the original 100 intended. Lawsuits changed the original plan considerably.

Maybe I got lucky, but my dealer from the start has given me excellent service, as good as any luxury brand. I put the blame far more on the dealers than Genesis. If they were able to work the original plan for 100 dealers it would be far easier to implement standards.
I don't know how many dealers are in Canada, but I bet is is not 300. They also have 100% control.

I agree that some may be testing the market. The dealers, the customers, and the brand will be better off if they drop out quickly.

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[AcerOne]

Canada or USA?

Sorry, Canada.

 

[danygenesis]

Sorry, Canada.

Thanks. This was expected according to your excellent review.

 

[Mcc]

Sorry, Canada.

Please update your avatar/profile to show your location. It will eliminate at lot of misunderstandings. Thanks

 

[YEH]

Experiences will vary depending on own specific dealership.

Here's Cars.com's 1st service experience w/ their long-term G70.

https://www.cars.com/articles/cars-coms-2019-genesis-g70-so-fresh-and-so-clean-after-first-service-visit-404665/

 

[Jonathan Shefftz]

[...] What it appears, from testimonials that I've read, is that they are testing the market and seeing if it is worth the long term investment - separate Genesis dealerships from Hyundai, etc. before jumping head first... at least in the US.[...]

That explains the confusion I've encountered even from just starting to look for a G70 in Southern New England. Some Genesis dealers are...Genesis dealers. Others are Hyundai dealers with a small selection of Genesis vehicles. And the Genesis dealer right next to me is a Hyundai dealer that has only one Genesis vehicle!

 

[EdP]

That explains the confusion I've encountered even from just starting to look for a G70 in Southern New England. Some Genesis dealers are...Genesis dealers. Others are Hyundai dealers with a small selection of Genesis vehicles. And the Genesis dealer right next to me is a Hyundai dealer that has only one Genesis vehicle!

Time of a road trip. MJ Sullivan in New London CT shows 20 and Herb Chambers in Auburn shows 9. I've bought from both in the past and they are OK.

 

[J Dixon]

Allright, we'll try that route although I think there will be even fewer responses. Looking more specifically for Genesis Raleigh or Genesis Cary in North Carolina.

Note: This is a bit long but I hope worth the read.

Sorry I can't tell you about any Genesis dealer in the RTP area or eastern part of NC, but here in the Piedmont/Western part, there is only one truly Genesis-named dealership and that's Keffer in Charlotte. I bought my Genesis as CPO from Lake Norman Hyundai and I have taken it in once for an oil change. A little convoluted because we also have a Sonata (purchased new from there), and my service actually started because of a service question about the Sonata I could NOT get an answer from on the phone, so I drove there. The dealership usually has about six or so used/CPO Genesis in stock but I have never seen a new one on the lot. One of the asst. service managers is a friend of mine but he suddenly left and I could not reach him. The asst. service manager I spoke with that day could best be described as having a chip on his shoulder (overhearing his last interaction with a customer). In all fairness, I can't say if he was being provoked or not so I engaged him as if I didn't even hear the previous exchange.
I told him I was only trying to determine if the Sonata was due for an oil change (all service has been done there), and that during the last oil change the reminder sticker was filled out in pen instead of printed (as it always had been) and I couldn't read it. Every time I called it was a "receptionist" who answered and would only schedule an appointment. Twice I asked her to have a service department rep call me as I only needed to determine the mileage for the Sonata's next oil change. Twice I did NOT get to actually speak with a rep or a returned call.
Turns out the Sonata was not due for another 2000 miles.

Now here is where the Genesis comes into the picture

After determining the Sonata did NOT need an oil change, I asked about the possibility of an oil change for the Genesis (2015 5.0 Ultimate). I also mentioned the sunroof was prone to not closing smoothly and a minor upholstery issue on the passenger seat leather where it is covered with trim below the bolster. The rep asked me if I would be willing to wait for it to be done that morning. I told him yes, and the car was put in an already busy schedule for the service department. Overall, I was there three hours. That's a lot of time, but all three issues were addressed (oil change, sunroof, upholstery). I was given a 10% discount on the oil change, the sunroof was lubricated and I was encouraged to use it more often (which was good advice), and the upholstery issue was looked at to my satisfaction.

My understanding is that Lake Norman Hyundai is serving as the quasi-Genesis dealership until a dedicated one is up and running. What was obvious was that the Genesis line appears to get a level of priority above the norm. Now I don't know about valet service (actually not too keen on that anyway), but, so far, I'm finding the Genesis purchase has some built-in perks from Hyundai USA.

 

[SeekingGen]

That explains the confusion I've encountered even from just starting to look for a G70 in Southern New England. Some Genesis dealers are...Genesis dealers. Others are Hyundai dealers with a small selection of Genesis vehicles. And the Genesis dealer right next to me is a Hyundai dealer that has only one Genesis vehicle!

Most "Genesis" dealers I have been to thus far are Hyundai dealers with (1) a Genesis website; (2) a separate Genesis sign on their Hyundai lot; (3) a small area with several Genesis cars (70s, 80s, and 90s). I have not seen a standalone Genesis dealer yet and don't really anticipate seeing one until after the SUVs are pretty well established.

 

[danygenesis]

Most "Genesis" dealers I have been to thus far are Hyundai dealers with (1) a Genesis website; (2) a separate Genesis sign on their Hyundai lot; (3) a small area with several Genesis cars (70s, 80s, and 90s). I have not seen a standalone Genesis dealer yet and don't really anticipate seeing one until after the SUVs are pretty well established.

Agree with you 100%

 

[clark1566]

Have my G70 scheduled for it's first service Friday of next week. I'll post how that goes. I don't expect it to be anything less than fantastic though. I have been going to my local Genesis/Hyundai dealer for 8 years and even on a Hyundai their service has been first class.