Letter to Hyundai customer service.

[Toga]

I am 2015 Genesis HTRAC owner afflicted with the vibration and tire flat-spotting issues. I wrote a letter to Hyundai customer service (through MYHYUNDAI website) trying to point their attention to the matter and eliciting some response from them. I am also including a copy of the letter for other forum members to review. I urge every owner with the same problem to do the same or take some action so we can create enough momentum to get Hyundai to do something about it. Below is a copy of my letter:

"I am a happy owner of a 2015 Genesis HTRAC. I however have been having issues since taking delivery of the car with vibration/shake in the steering wheel while driving. The sales person who sold me the car recommended i contact Bluelink and run a diagnostics on the car and that came back OK. I then scheduled an appointment with the dealer (Malloy Hyundai in Virginia) and they performed balancing on the rear wheels after duplicating the problem. That helped a bit but did not eliminate the issue. The service experience was excellent except that i am shocked that a loaner is not being offered for Genesis owners. I am a current and previous owner of other luxury brands and i am always offered a loaner with my service appointment.

The vibration happens every time i drive the car and tends to diminish( but not disappear) as i drive the car for 10 minutes or longer. If i leave the car parked for 2-3 days the vibration is noticeably stronger at first.
I have read on different Hyundai forums that a growing number of 2015 Genesis owners have had similar complaints and that the problem is due to tire flat-spotting. I am afraid that my tires are afflicted with the same defect so i am reaching out for advise.
Overall my experience with the vehicle has been excellent so far, minus the vibration issue which takes away from the whole experience being perfect."

 

[ksoze]

I would address the lack of loaners as a separate issue - it detracts from your desire to focus on the tire issue. The loaner is a local dealer issue, the tire problem a Hyundai issue and combining them may short change your tire issues. Manufacturers traditionally look to punt issues to the dealer and by pushing back on your main issue which is a corporate problem you may have better luck.

 

[Toga]

I would address the lack of loaners as a separate issue - it detracts from your desire to focus on the tire issue. The loaner is a local dealer issue, the tire problem a Hyundai issue and combining them may short change your tire issues. Manufacturers traditionally look to punt issues to the dealer and by pushing back on your main issue which is a corporate problem you may have better luck.

Good points.

 

[Gunkk]

Keep it simple. State a fact that displeased you and ask them to take specific action by a certain date.

 

[homeofstone]

The tires most likely are not defective. They are high performance tires with nylon. see this info from tire rack. http://www.tirerack.com/tires/tiretech/techpage.jsp?techid=42&

 

[Toga]

The tires most likely are not defective. They are high performance tires with nylon. see this info from tire rack. http://www.tirerack.com/tires/tiretech/techpage.jsp?techid=42&

I get what you're saying but if my tires are not defective then how do you explain that only a certain numbers of cars have the shimmy while others don't. We all have the same tires.
Secondly, I have owned several cars with high performance tires with weights ranging from 2500 to 5000 lbs and not once have I had this issue before.

 

[homeofstone]

I get what you're saying but if my tires are not defective then how do you explain that only a certain numbers of cars have the shimmy while others don't. We all have the same tires.
Secondly, I have owned several cars with high performance tires with weights ranging from 2500 to 5000 lbs and not once have I had this issue before.

Some owners may not care about the warm up period needed to get tires smooth. Some may be running higher pressure than you and thus less flat spotting. There is no way to explain it for sure. However, you may have some tires that in addition to flat spotting may be defective from a tread wobble. Have your local tire dealer for the tries check each tire's lateral run-out.

 

[bluegenesisfl]

Let me preface my comment with I live in Central Florida where even the coldest winters aren't that bad. I also garage my cars.

Flat spotting when cold seems to be a characteristic of the standard Hankook ties on our Gen 2 cars. I noticed it on the first test drive.

The Bridgestones that came on my Gen 1 never had this issue, nor did the replacement Kumos.

That being said, I tend to run cold pressures of 33 psi. I find that it takes about 4-5 miles for the flat spots to work themselves out. Once warm, the tires are perfectly smooth, and quiet.

I feel for those of you in colder climes, because I came imagine that it takes a lot longer for the tires to smooth out. The positive side is that these tires do have excellent wet weather traction and great general road holding.

 

[Mark_888]

I would address the lack of loaners as a separate issue - it detracts from your desire to focus on the tire issue. The loaner is a local dealer issue, the tire problem a Hyundai issue and combining them may short change your tire issues. Manufacturers traditionally look to punt issues to the dealer and by pushing back on your main issue which is a corporate problem you may have better luck.

Not only is it a separate issue, and up to the dealer and not HMA, if a customer wants to know whether a dealer offers loaners they should ask before they purchase.

One might also notice that the Genesis sells for a lot less money than comparable cars of other brand names. In addition, one can usually get a Genesis for around dealer invoice or below. Try that at a Lexus or Infinity dealer. There is no free lunch.

 

[Toga]

Not only is it a separate issue, and up to the dealer and not HMA, if a customer wants to know whether a dealer offers loaners they should ask before they purchase.

One might also notice that the Genesis sells for a lot less money than comparable cars of other brand names. In addition, one can usually get a Genesis for around dealer invoice or below. Try that at a Lexus or Infinity dealer. There is no free lunch.

The dealers will change their ways if they feel the pressure from HMA. Being a luxury brand means quality products and excellent service. Getting stuck at the dealership for 2-3 hours for basic service does not inspire luxury.

The selling price of the vehicle should not set a lower standard for service. If HMA wants to call The Genesis brand as luxury then they should start acting that way. The invoice example helps you rationalize the shortcomings of owning a Genesis( I do the same) but I don't go out of my way defending those shortcomings.

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[Toga]

Let me preface my comment with I live in Central Florida where even the coldest winters aren't that bad. I also garage my cars.

Flat spotting when cold seems to be a characteristic of the standard Hankook ties on our Gen 2 cars. I noticed it on the first test drive.

The Bridgestones that came on my Gen 1 never had this issue, nor did the replacement Kumos.

That being said, I tend to run cold pressures of 33 psi. I find that it takes about 4-5 miles for the flat spots to work themselves out. Once warm, the tires are perfectly smooth, and quiet.

I feel for those of you in colder climes, because I came imagine that it takes a lot longer for the tires to smooth out. The positive side is that these tires do have excellent wet weather traction and great general road holding.

I would be happy if my tires smooth out but they don't. The vibration improves but does not go away.

 

[Timmassey]

The loaner issue is a dealership issue. I got a loaner for a fog light replacement. My dealership in Clarksville TN is one of the best dealerships I have dealt with. I am currently on my 4th car from this dealership and hats off to them. If there is an issue it is dealt with in a timely manner.

 

[Mark_888]

The dealers will change their ways if they feel the pressure from HMA. Being a luxury brand means quality products and excellent service. Getting stuck at the dealership for 2-3 hours for basic service does not inspire luxury.

The selling price of the vehicle should not set a lower standard for service. If HMA wants to call The Genesis brand as luxury then they should start acting that way. The invoice example helps you rationalize the shortcomings of owning a Genesis( I do the same) but I don't go out of my way defending those shortcomings.

Cleary Hyundai is not a luxury dealership. Personally, I don't even think Hyundai dealers compare to Toyota or Honda dealers on average.

You get what you pay for. I realize that in this case we don't have a choice of paying more for the car (from a separate Genesis/Equus luxury dealership), but just bite the bullet and get a rental and just understand that the cost of the rental is really already paid for by being able to purchase the Genesis from a Hyundai dealer at around dealer invoke price (don't even think about that at Lexus or Infinity).

But there are some Hyundai dealers who will offer loaners, but it is not mandated except on the Equus. HMA has already decided not to mandate it for the Genesis.

 

[jimb100]

I don't notice any flat spot vibration but that doesn't mean much as my last two cars have been Corvettes.

My wife, however, is right out of "the Princess and the Pea". Her last two cars were an SL and a Lexus ES and she doesn't notice any vibration. We're also in Central Florida and the car is garage kept. It doesn't seem like its every set of tires that exhibits the problem so it may not be a construction issue.

My dealer provides a loaner but its because it was included in a maintenance package I bought with the car. Hyundai service may be a half step below even Ford, Chevy and Toyota. But, for sure, its no where near Lexus, Infinity or the Germans.

 

[Mark_888]

I don't notice any flat spot vibration but that doesn't mean much as my last two cars have been Corvettes.

May also be because you live in a warm climate.

 

[Seattle Genesis]

Cleary Hyundai is not a luxury dealership. Personally, I don't even think Hyundai dealers compare to Toyota or Honda dealers on average.



You get what you pay for. I realize that in this case we don't have a choice of paying more for the car (from a separate Genesis/Equus luxury dealership), but just bite the bullet and get a rental and just understand that the cost of the rental is really already paid for by being able to purchase the Genesis from a Hyundai dealer at around dealer invoke price (don't even think about that at Lexus or Infinity).



But there are some Hyundai dealers who will offer loaners, but it is not mandated except on the Equus. HMA has already decided not to mandate it for the Genesis.

I'm just glad I have a Hyundai Genesis and don't have to visit the dealerships that often. [emoji3]

 

[ksoze]

...understand that the cost of the rental is really already paid for by being able to purchase the Genesis from a Hyundai dealer at around dealer invoke price (don't even think about that at Lexus or Infinity).

Lexus (GS350) and Infiniti (Q50) are indeed being sold at or below invoice these days. Check out any of those model forums or Edmunds forums and invoice is the norm. Still however not the value the Genesis is even at invoice, but thats another story.

 

[8spd]

Sorry to hear about the OP's experience.

I can only reiterate my own experience with Hyundai Canada here, and it has not been very good. At the end of the day you get what you paid for.

 

[Breadmen]

Let me preface my comment with I live in Central Florida where even the coldest winters aren't that bad. I also garage my cars.

Flat spotting when cold seems to be a characteristic of the standard Hankook ties on our Gen 2 cars. I noticed it on the first test drive.

The Bridgestones that came on my Gen 1 never had this issue, nor did the replacement Kumos.

That being said, I tend to run cold pressures of 33 psi. I find that it takes about 4-5 miles for the flat spots to work themselves out. Once warm, the tires are perfectly smooth, and quiet.

I feel for those of you in colder climes, because I came imagine that it takes a lot longer for the tires to smooth out. The positive side is that these tires do have excellent wet weather traction and great general road holding.

Everything bluegenesisfl says is true as I live in NJ where we certainly have cold weather. BUT I find this to be a minor inconvenience since overall I find these Hankook tires EXCELLENT and one of the best handling & performing, smoothest riding and quietest tires I have ever owned. Not to mention that they are an absolute steal price wise to replace for a W rated 45 series high performance all season tire when the time comes. As others have pointed out they are among the highest rated tires PERIOD on Tire Rack's web site and I concur with those hundreds of other owners. The only caveat (and this really applies to any brand) is to check the COLD tire pressure according to the manufacturer's recommendations for best results and let the tires warm up a couple miles (hey, race car drivers ALWAYS warm up their tires a few laps ...).

As a side note the Michelin's that came on my last car were so bad and so expensive (twice the Hankook price and only an H rated tire ) that I was ready to yank them off after a year. And Michelins (considered probably the best "general" tire brand in the world which I still believe) were my favorite tire brand up to that point.

Anyway maybe it was the Lotus tuning Hyundai used on the new Genesis design but I'm sticking with these same exact Hankook tires when the time comes to replace them. Afterall, I don't want to mess with the "ingredients" that makes this Genesis probably the smoothest riding and quietest premium car I've ever owned (and I've owned all of the best European and Japanese brands in 40+ years- In fact I dumped my Lexus GS350 AWD for my Genesis)

 

[SH66]

Is this tire issue - noise, physical movement, or both? I work out of the house, Gen would typically sit a lot have frequent short trips, and periodic road trips. How big a deal is this? Anyone have a link to an audio file of the sound it makes? Thanks