Just venting about prepaid service

[Bhavie]

The funniest would be in Mississauga, Ontario where the same place had different checklists. The service manger had a checklist to go off of, a Genesis person who emailed me from Mississauga had another checklist and my manual showed something else.

It's a real shame. If Genesis wants to stay competitive as a luxury brand they need to get these simple things down on lock. I really hope they do soon because I love my G70 and I want to see them do well.

I think the problem is far worse than that. Most of us understand that we won't be getting luxury brand level service given the current setup they have in Canada.

However, different checklists at the same dealer? That's a level of incompetence that shouldn't be present at any dealer, luxury or mass market.

I had a terrible experience dealing with the showroom in square-one post purchase. Not because I was expecting exceptional service and didn't get it, but rather the lack of service, effort, and general common sense shouldn't be present at any self-respecting dealer in North America.

Why this problem exists I have no clue.

Thankfully, my experience at Mississauga Hyundai was quite pleasant. Only had one service done so far so fingers crossed.

 

[ephone1]

so not really a vent about prepaid service, but i have a rant about my recent 'free' annual service. this was my 2nd such annual service done by Genesis...at ta local Hyundai dealer of course.

i made it clear that i did not want them to wash the car as always, which they got right and didn't do thankfully. they were going to vacuum/clean the interior but didn't do that. no big deal but a bit of a disappointment. i told them about the miss but couldn't wait around for them do make good. everything went well with the G70 loaner they gave me. good service and they had it warmed up for me.

as far as i can tell, everything went OK with the service order. on top of the annual service itself i had them look at squealing brakes when warm and creaking from the sunroof. they performed a brake service and lubricated the sunroof and did a road test. so far so good.

what wasn't great was the sloppy workmanship. my red calipers were almost completely black with brake lube/grease. there were greasy hand/arm smudges over the hood, grille, windows in/out, and other areas of paint. the steering wheel and shifter were 'tacky' and clearly not COVID disinfected, nor had they used a paper floor mat or seat cover. both front door sills (the black rubber gasket/plastic part) looked like someone had tap-danced on them which is a pet peave of mine. there was lube/grease on the sunroof glass and nearby paint and trim, as well as on the passenger headrest from when they tried to fix the sunroof creaking - too early to tell if that problem is solved.

i don't intend to sound like a diva or an uber-picky owner. but i do notice more than most owners would. none of these are huge issues or show stoppers, and the service rep tried to clean off the calipers once i pointed out the mess. 10 minutes with 303 protectant and a rag dealt with most of the interior scunge, and exterior stuff should come clean with the next wash. but it once again highlights the compromised nature of having a 'luxury' brand service being done at a Hyundai dealer not accustomed to higher expectations.

on the positive side, it sure is nice not having to pay ~$600 which is what the line items added up to (or more).

I just took my car to a nearby Hyundai/Kia dealer's quick change oil drivethru. I brought my own oil, and they didn't charge me for oil. It costs $32. I usually do my own, but occasionally do this so that when you look at a CarFax, you see regular oil changes. Here's the thing, this dealer's facility is less than 10 years old, and it's owned by a guy who has network of dealers in the area. It's almost as nice as the BMW dealership.

Contrast that with the nearest Genesis dealer, which is 40 miles away. The tiny waiting area is, by far, the worst I've been in - think Eastern Europe Soviet-era. The chairs are like the ones you get at a hotel conference, packed together, and the waiting area is full of low-rent 300 pound spread-butt women.

 

[canucklehead604]

Show them this (screenshot). All services include tire rotation.

In Canada, I've found the service to be very inconsistent. The state's have it worse. I've been to 4 different Hyundai (Genesis) for service and have had 4 different experiences in what they do.

The funniest would be in Mississauga, Ontario where the same place had different checklists. The service manger had a checklist to go off of, a Genesis person who emailed me from Mississauga had another checklist and my manual showed something else.

It's a real shame. If Genesis wants to stay competitive as a luxury brand they need to get these simple things down on lock. I really hope they do soon because I love my G70 and I want to see them do well.

^ great find. those screenshots are perfect. where'd you find those?

 

[Mcc]

or misinformed. Which is what I believe.

Maybe too lazy to get informed. As you and I know, they only have to look on the side of the tire to tell.

 

[mikemu30]

So I called and spoke to the dealer to get more clarification. Apparently prepaid service (In Canada anyway) only includes rotating the tires every 20,000km. Like WTF, the manual says to do it every 10,000 km. So stupid. Why sell prepaid service if it doesn't cover the required service?

Because it probably generates 90% profit margin for them.

 

[Hellothere]

^ great find. those screenshots are perfect. where'd you find those?

I had the document sent to me from someone in Genesis when I wanted them to tell me exactly what is covered so that no confusion will be had.

I've attached the entire file, it includes G90, G80, and G70.

 

[canucklehead604]

on the subject of Genesis complimentary service; i swapped out my summer to winter rims yesterday. everything went fine as usual except that it was clear the Genesis service i got back in October had screwed up re-torqueing the wheels. they had to remove the wheels to service the brakes to address a complaint of mine, and when they re-installed the wheels they did not apply even torque - and the locking wheel nuts were waaaay over torqued. the torque was all over the map. some nuts came off super easy (too easy), a few were normal, others were over torqued, but the locking nuts were ridiculous. maybe i should have done a manual check on my own, but it didn't cross my mind at the time.

i'll be following up with the dealer to inform them since i have heard of potential damage from uneven and/or overtorque situations. i believe this can damage either the hub, the stud or even the wheel, although i'm not too concerned about the wheel. regardless, i want my complaint on the record with dealer files in case i have any issues down the road.

this was another unpleasant discovery on top of all the visual signs of sloppiness that i pointed out to the dealer when i picked up my car. at least doing the winter rim changeover gave me a chance to properly degrease the red brake calipers that the service tech completely mangled with tacky brake lube...but i shouldn't have had to do that at all had the job been done properly.

 

[Hellothere]

Adding on to my previous post about Genesis Servicing. I have made an excel file of a picture one of the Genesis Experience Reps sent me (the one who sold me my car). This was through text so the picture quality is not that good. I used the previous pdf posted above along with the picture to make this excel file.


Attached are the:
1. Picture of the actual log book
2. A PDF conversion of the Excel File