Luxury Customer Experience

[CanukV6]

OP's original post: "8:20am - Bring my 2015 Tech 3.8 in for 1st oil change and to check a couple of minor delivery issues. SA tells me to give them until 12:00pm and the charge is $60 for the oil change."

 

[jarred52]

I have gotten better, more personalized service at the small Rockwall, TX Hyundai dealership than any dealership that I have used, including Mercedes.

 

[Mark_888]

OP's original post: "8:20am - Bring my 2015 Tech 3.8 in for 1st oil change and to check a couple of minor delivery issues. SA tells me to give them until 12:00pm and the charge is $60 for the oil change."

I don't think MB is going to ding a dealership for not having the car done by noon, even if that was their estimated complete time told to the customer. If they screwed up the warranty repair (failed to fix it), then maybe they take money out of the dealer's pocket. Just my opinion.

Just in general, I believe that the OP thinks that a manufacturer has more control over dealers than actually exists. Even so, I know Hyundai is trying to improve the dealership experience, but it was pretty much the same before they sold Genesis as it is now, and it is very hard to change it with the existing dealers and their existing employees, and the existing dealer payscales.

Separate dealerships or dedicated employees (who make the same kind of money as Lexus or MB dealer employees) is not going to happen any time soon, and even when it does, it will substantially raise the prices that we have to pay for the Genesis.

 

[Midnightsun]

Everyone should just be happy that these cars are as reliable as it gets and oil changes can be done elsewhere. Must admit the recall factor for the Gen2 is almost non existent in comparison to the Gen1.

 

[Focusin]

Just to be clear, because the topic keeps shifting back to dealerships, my purpose from the start was to document my experience at the corporate level. The information on the dealership was necessary to provide context.

I felt that the two week delay in responding to my letter to the CEO, then choosing to have a customer service rep respond rather than the CEO's office, combined with the fact that I had not received the promised follow up, was perhaps indicative of a failure at the corporate level.

Just in general, I believe that the OP thinks that a manufacturer has more control over dealers than actually exists. Even so, I know Hyundai is trying to improve the dealership experience, but it was pretty much the same before they sold Genesis as it is now, and it is very hard to change it with the existing dealers and their existing employees, and the existing dealer payscales.
.

Mark, my impression that the manufacturer has more control over dealers than actually exists, comes directly from the CEO himself:

Whether it's the product, the dealership, or the customer experience, we want it to be unequaled

We're focused on elevating the complete Hyundai experience and our products are at the forefront of this evolution.

We want people to talk about the whole Genesis experience, not just the vehicles.

We consider Hyundai Genesis buyers to be early brand ambassadors and the motivation to extend the model to a full line luxury brand.

I'm trying to establish whether Hyundai Corp is living up to these words or whether it's simply marketing flourish.

 

[Mark_888]

Just to be clear, because the topic keeps shifting back to dealerships, my purpose from the start was to document my experience at the corporate level. The information on the dealership was necessary to provide context.

I felt that the two week delay in responding to my letter to the CEO, then choosing to have a customer service rep respond rather than the CEO's office, combined with the fact that I had not received the promised follow up, was perhaps indicative of a failure at the corporate level.

Mark, my impression that the manufacturer has more control over dealers than actually exists, comes directly from the CEO himself:

I'm trying to establish whether Hyundai Corp is living up to these words or whether it's simply marketing flourish.

I am sure that Hyundai would "like" to live up to those words, but the bottom line is that there is only so much they can do. They are dealing with existing dealerships who have existing employees, who used to servicing customers who purchase non-luxury cars. The pay scale of these dealer employees is much less than at a MB or Lexus dealer, and somewhat less than at a Toyota or Honda dealer.

Also, don't be mislead by the fact that some on this forum claim to have been contacted directly by the HMA CEO. I can guarantee that they have staff that handles that stuff and uses the CEO's email address. Most corporate execs have staff to handle their email even for internal communications.

If you send a letter to the President of the US, you can get a response back with his signature on it. But it is created with a signature machine and only a small sample of letters is actually read by President.

As others have mentioned, it is best to stay away from dealers if you can. That's one reason I do my own oil changes. Also, I think you should have been more specific about the dealer and exactly what happened, so they can address it better. Dealers are going to be very sensitive about having their dirty laundry aired on the Internet, and that is often the best way to get their attention.

Lastly, you are dealing with Hyundai Canada, which is separate from Hyundai Motor Korea, and also separate from Hyundai Motor America.

 

[j0nblayz]

My dealership experience here in Calgary, Alberta was the reason i went back to BMW. I loved the genesis, but couldn't get over how the service advisors treated the customers. Brought my car in for my first oil change, had this girl holding her hand up in my face telling me to hold while she eats her pizza front of me. I was like ummm.. do you want me to come back later when its more convenient for you? lol.

The waiting area was just disgusting, bathroom even worse. After that, i ended up getting back into BMW.

I really want to buy the new genesis. Spent so much time checking it out recently at the local auto show. But just can't imagine myself going to the hyundai dealership again, hopefully they open up Genesis dealerships here.

 

[Focusin]

Also, don't be mislead by the fact that some on this forum claim to have been contacted directly by the HMA CEO. I can guarantee that they have staff that handles that stuff and uses the CEO's email address. Most corporate execs have staff to handle their email even for internal communications.
If you send a letter to the President of the US, you can get a response back with his signature on it. But it is created with a signature machine and only a small sample of letters is actually read by President.

I've stated twice here that I didn't expect a response from the CEO himself. I expected a response from someone within three days, as was promised, not two weeks and I would have preferred it not coming from a customer service rep.

As others have mentioned, it is best to stay away from dealers if you can. That's one reason I do my own oil changes.

I have pending warranty issues with this dealership as we speak so that's not practical at this time.

Also, I think you should have been more specific about the dealer and exactly what happened, so they can address it better.

I provided details of exactly what happened separately from the letter to the CEO but have no intention of airing this here since as I stated in the disclaimer, this post was not intended as a complaint. Once again, this is not about a specific dealership, it's about documenting my experience at the corporate level.

Lastly, you are dealing with Hyundai Canada, which is separate from Hyundai Motor Korea, and also separate from Hyundai Motor America.

Yes, as I stated at the beginning in the disclaimer.

 

[Focusin]

Brought my car in for my first oil change, had this girl holding her hand up in my face telling me to hold while she eats her pizza front of me. I was like ummm.. do you want me to come back later when its more convenient for you? lol.

This is exactly what happened to me, maybe it's part of the employee training program lol

 

[Mark_888]

This is exactly what happened to me, maybe it's part of the employee training program lol

I have been saying for many years (since I first bought my Genesis), that when I go to a Hyundai dealership, I see a different "class" of people than even I saw at a Toyota or Honda dealership (to say nothing of a Lexus or MB dealer). I hate to sound elitist, but the difference was pretty clear to me.

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[Focusin]

I have been saying for many years (since I first bought my Genesis), that when I go to a Hyundai dealership, I see a different "class" of people than even I saw at a Toyota or Honda dealership (to say nothing of a Lexus or MB dealer). I hate to sound elitist, but the difference was pretty clear to me.

This was exactly the mistake I made.

Hyundai wasn't even on my radar when I looked for a vehicle but once I had researched and read all of the reviews, I was convinced Genesis was the one.

It never occurred to me that with a luxury car like the Genesis and Equus, Hyundai's customer service would be below Honda, which I had some experience with my wife's Odyssey.

I once brought the Odyssey in for an issue with the Nav and complete car detail. The car wasn't ready by the end of day so they had to keep it overnight and when I came to pay the bill they waived the $150 on the detailing. I was shocked.

 

[AustinTX]

I have been saying for many years (since I first bought my Genesis), that when I go to a Hyundai dealership, I see a different "class" of people than even I saw at a Toyota or Honda dealership (to say nothing of a Lexus or MB dealer). I hate to sound elitist, but the difference was pretty clear to me.

I noticed the same thing when I waited for my last oil change at the dealership. I think as Hyundai (and certainly Genesis) is moving upmarket (i.e. no Hyundai Pony's at $9,999 for sale anymore) and they will cease to try and make deals at all cost, the clientele will probably change. Right now, the people who shop there for Accents and other low end cars are probably not the middle class folks who shop Honda and Toyota.

VW And Audi had the same problem years ago (at least in the early 2000's when I moved here to Austin), and look where Audi is now. Separating the Genesis experience from the Hyundai experience will be essential to attract more people willing to spend $40,000+ on a new vehicle.

 

[Mark_888]

I noticed the same thing when I waited for my last oil change at the dealership. I think as Hyundai (and certainly Genesis) is moving upmarket (i.e. no Hyundai Pony's at $9,999 for sale anymore) and they will cease to try and make deals at all cost, the clientele will probably change. Right now, the people who shop there for Accents and other low end cars are probably not the middle class folks who shop Honda and Toyota.

VW And Audi had the same problem years ago (at least in the early 2000's when I moved here to Austin), and look where Audi is now. Separating the Genesis experience from the Hyundai experience will be essential to attract more people willing to spend $40,000+ on a new vehicle.

Maybe I was not clear, and I know that I will lambasted for this, but I wasn't really talking about the "class" of the customers, but of the dealer employees. Of course one could probably say the same for the average Hyundai customer also (Genesis customers excepted), but that is changing. The employees are not changing as fast, because that means they would have to get paid more money, on par with more upscale brands, to attract better employees.

 

[kn5owa]

No doubt that the employees at my local Mercedes dealer are head and shoulders above the local Hyundai dealer.

When I was car shopping, the Mercedes salesman was a professional.

The Hyundai salesman tried to sell "manager's specials" (used cars) to me at new car prices and close to list price, at that.

 

[amartz]

Must admit the recall factor for the Gen2 is almost non existent in comparison to the Gen1.

That's not the way I see it, based on comments in here. Tires and plano sunroof jump to mind....

 

[Aquineas]

Everyone should just be happy that these cars are as reliable as it gets and oil changes can be done elsewhere. Must admit the recall factor for the Gen2 is almost non existent in comparison to the Gen1.

There have been a couple of issues, but nothing as serious as complete and sudden brake failure.

 

[amartz]

There have been a couple of issues, but nothing as serious as complete and sudden brake failure.

Oh yes, the brake fluid change. An issue for some, a non-issue for me. Had the fluid changed, never could tell any difference one way or the other.

 

[Mark_888]

Oh yes, the brake fluid change. An issue for some, a non-issue for me. Had the fluid changed, never could tell any difference one way or the other.

The change from Hyundai DOT-3 to Hyundai DOT-4 fluid helped prevent corrosion of the internal valves of the HECU (anti-lock braking module made by Continental). Newer models of the HECU have valves much less likely to corrode.

Unfortunately, Hyundai did not actually recall the older HECU, and many owners experienced total brake failure after the DOT-4 fluid change.

 

[Aquineas]

The change from Hyundai DOT-3 to Hyundai DOT-4 fluid helped prevent corrosion of the internal valves of the HECU (anti-lock braking module made by Continental). Newer models of the HECU have valves much less likely to corrode.

Unfortunately, Hyundai did not actually recall the older HECU, and many owners experienced total brake failure after the DOT-4 fluid change.

It's curious that he thought that his downplaying of the total brake failure by some 1st Gen owners would have been missed by some of the old-timers. I have had both a 2010 as well as a 2012 Genesis, and I was about to post a similar follow-up.

 

[jimb100]

There are a couple of issues at play here. First, the dealership's don't make any more money selling Genesis than they do by selling one of the cheaper models. Maybe less, as Genesis buyers are known to drive a hard bargain. The service writers don't make any more money dealing with the Genesis customer than with any other model. The fact that you're driving the top of the line doesn't matter to them and all. They have little incentive to treat the Genesis customer any differently than they treat the Accent buyer.

Second, most dealerships don't automatically offer a loner car. As rushed as most service areas are, mistakes are bound to happen. When I bought my genesis I paid $300 for their maintenance plan which gives me free oil changes for like and a few other perks, one of which is a loner car anytime I bring my car in for service. They can take as much time as the need to get my car done right.

Better service cost money. If you want something better than Hyundai service, be prepared to pay more than Hyundai pricing, or develop some workarounds to help insure minimal frustration.