Just used the Online Service Schedule Tool

[EdP]

This sounds way more to the Hyundai/Genesis service experience I know than the OP.

I'm going to stick with calling on the phone. I know it seems old fashioned, but the success rate so far is 100%

 

[Falldog]

did you talk to to a person when you made the appointment? Did you get a confirmation?

Scheduled it through the website, got a confirmation with the tracking link via text right after. Even got a reminder text this morning saying that the appointment was soon.

 

[Mcc]

I just got a call back. They said they didn't have info on my request. Then told me it would be one to two weeks to get a service valet scheduled again. Going to leave a negative review and try somewhere else.

So what did they say when you showed them the confirmation?

 

[Falldog]

So what did they say when you showed them the confirmation?

We're basically at an impasse. I received notification, they somehow don't have any info. Just sorry, we can fit you in in one and a half to two weeks.

Tech issue in the middle? Issue on their end with the app? No idea. But to get a call back from a different person and then (basically) get told to get back in line really put a sour taste in my mouth.

 

[Cgo]

We're basically at an impasse. I received notification, they somehow don't have any info. Just sorry, we can fit you in in one and a half to two weeks.

Tech issue in the middle? Issue on their end with the app? No idea. But to get a call back from a different person and then (basically) get told to get back in line really put a sour taste in my mouth.

Yup, this is ops normal. I actually confirmed an appointment over the phone, took the day off because the dealership doesnt honor valet or loaners, showed up only to be turned away because they're genesis tech took time off. They'd need to reschedule me in three weeks...

They cared less that I was upset. I told the mgr that i would be filing a complaint with genesis, and he laughed... said "yeah, so what? Hahaha"

 

[Falldog]

Yup, this is ops normal. I actually confirmed an appointment over the phone, took the day off because the dealership doesnt honor valet or loaners, showed up only to be turned away because they're genesis tech took time off. They'd need to reschedule me in three weeks...

They cared less that I was upset. I told the mgr that i would be filing a complaint with genesis, and he laughed... said "yeah, so what? Hahaha"

Shit happens. Scheduling system has a glitch, guy takes an unexpected day off, etc. It happens. But when your customer service is, at best, dismissive, I'm out. And three weeks for basic service? f$%k that.

 

[Cgo]

Shit happens. Scheduling system has a glitch, guy takes an unexpected day off, etc. It happens. But when your customer service is, at best, dismissive, I'm out. And three weeks for basic service? f$%k that.

They only have one genesis tech and apparently only they can work on Genesis vehicles.

 

[tarhoosier]

What size store is this? My two dealers in town have 2-3 Genesis trained techs each

 

[Cgo]

What size store is this? My two dealers in town have 2-3 Genesis trained techs each

It's a pretty big dealership, but they clearly dont care for Genesis. They have about 6 on the lot and they keep them way in the back of the dealership behind all of their bread and butter Hyundai SUVs.

 

[tarhoosier]

That is too bad for you. Someone said elsewhere on the site that some Hyundai dealers shouted, demanding to be Genesis retailers and are willing to pocket the money and expend no effort or expense while they can, and hope for a buyout, then drop the brand and the pretense, and then go on with their previous duplicity. Perhaps your man is one.
The dealer I purchased from and had a single service experience gave me a strong positive feeling. It is a far smaller H/G dealer than the other in town and all the better for being so. I tried both.

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[marianne]

I'm nearing 6k miles and tried out the online scheduling form last night. One dealer's integration was clearly broken (Genesis of Littleton) and the other (Genesis of Arapahoe) did not offer a valet option. Is it best for me to call and talk directly to the service department... and cross my fingers that I can get a valet service without too much hassle?

 

[EdP]

I'm nearing 6k miles and tried out the online scheduling form last night. One dealer's integration was clearly broken (Genesis of Littleton) and the other (Genesis of Arapahoe) did not offer a valet option. Is it best for me to call and talk directly to the service department... and cross my fingers that I can get a valet service without too much hassle?

Always best to call. That has been proven here often. Many dealers have a person dedicated to Genesis customers and know what you want/need.

 

[MrMegadeth]

I will say that when I called they were so backed up I couldn't get an appt for 3 weeks because the operator was that busy - he physically couldn't find the time to do arrange everything on my behalf.

I made the online appt within 3 days.

 

[Cgo]

That is too bad for you. Someone said elsewhere on the site that some Hyundai dealers shouted, demanding to be Genesis retailers and are willing to pocket the money and expend no effort or expense while they can, and hope for a buyout, then drop the brand and the pretense, and then go on with their previous duplicity. Perhaps your man is one.
The dealer I purchased from and had a single service experience gave me a strong positive feeling. It is a far smaller H/G dealer than the other in town and all the better for being so. I tried both.

Sucks for any Genesis owner in my area. This is one of two dealerships within 50 miles. They both suck. One said as much... that they have no plans complying with the Genesis delaership model because they think the demands arent realistic. They're happy to sell the vehicles, but that's about it. They view them as another Hyundai model. The other dealership used the wrong oil in my car and scraped my wheel then blamed me for the damage despite my pre and post walk around. I'm maintaining the car myself and will avoid the dealership at all costs. Sucks because i chose genesis over BMW for the warranty and free maintenance.

 

[Falldog]

So, how do I complain to corporate about this?

Second apt set up for this morning through the other dealer for 10AM. Around 9AM I get a call confirming my appointment... asking if I scheduled it for 5PM. smh

11AM guy shows up with the loaner, takes my car. Doesn't speak a lick of English, tried to see if I had to sign anything or something, guess not. We just exchange keys and he's on his way.

It's now 5PM and I'm wondering when I'm going to get my car back. So I call up and ask. "Sometime tomorrow, maybe in the afternoon."

How bloody long does it take to the first oil change and checkup? I'll be driving around tomorrow for meetings, hopefully there's nothing I need in my MIA car, or that they don't show up while I'm unavailable, because that'll be convenient for everyone.

 

[Falldog]

Day of of second dealer experience I called in around 10AM asking what the status was. They said it was almost done and they would call me when they were ready to leave, which would've been around 12:30. At 1:30 they call say they're leaving, and finally get to my place just after 3.

Website thing never worked and I had to call multiple times to get status updates. At least it came back with a wash and vacuum.