Luxury Customer Experience

[Focusin]

To update and hopefully bring the thread back on track, 9 days ago I received the following email from Hyundai Canada:

Thank you for your email. I will present your complaint for an internal review with the dealership management. Please expect communication (phone call or email) from ***** Hyundai within the next 3 business days.

So I've heard nothing yet, which doesn't entirely surprise me because originally the regional Business Development Manager for the dealership told me someone would contact me within 3 days and it's been over 3 weeks.

What I am interested in is whether Hyundai Canada will follow up to see whether the issue was resolved or whether they will just drop it.

While some here have suggested that the manufacturer has limited control over the dealership's customer service, they do have 100% control over their own customer service and so far Hyundai Canada's response to a customer service issue has been very slow. So we'll see.

 

[accordn2ryan]

While some here have suggested that the manufacturer has limited control over the dealership's customer service, they do have 100% control over their own customer service and so far Hyundai Canada's response to a customer service issue has been very slow. So we'll see.

Totally agree on this point. When I had an Infiniti prior to my Genesis, I filled out one of those surveys and rated them good on everything except for just one category (follow-up). I had a similar issue you were having where they said my car would be ready by a certain time and they would call me by a certain time, and they did not, so I had to call them 2 hours later to receive an update that my car was still not ready for pick up.

I immediately received an email from Infiniti corporate within 1 day after filling out the survey and said the service manager of the dealership would reach out to me within 3 business days. The next day I receive an email from the dealership service manager that he would address the issue with the service advisor, and to also bring my car back in to resolve the issue I was continuing to have.

I do agree that Hyundai does have a great opportunity for improvement in their service department, and I think we won't see this until the Genesis brand is separated from the Hyundai dealerships/brand. Hyundai does need to reach out to you though with some type of resolution, because this is just way too long and unacceptable.

 

[Mark_888]

These issues seem to be with a few individuals unlike Toyota where there is a class action law suit. Just a little searching will bring up stuff you did not even know was there. http://topclassactions.com/lawsuit-...s-action-over-moldy-smell-in-camry-ac-system/

Vibration is mostly form flat spotting which I never really experienced. I did have some vibration issues however this was due to poor balancing and once done properly nada. Found out the hard way balancing machines do need to be calibrated quite often. Do not assume that idk it was just balanced it was done correctly or should I say the machine read correctly. All in al the Gen2 is an extremely solid package. Not going to discount the Gen 1 but it was there first attempt and they learned quite bit from their mistakes which is evident on the Gen2.

I certainly am not suggesting that other automakers don't have the same problem with mold/mildew on some of their cars. But the key to class action lawsuits is that the lawyers who do those only get paid if they win, and they only take on cases where there are a lot of potential plaintiffs (customers who were harmed). Probably not enough G2 Genesis owners for any class action lawyers to start TV ads to solicit clients.

Also, I freely admit that I am much more sensitive to mold/mildew than most people, and for me it is not just the smell that causes problems, but more serous problems with my respiratory system and allergies that is probably not an issue for most.

Regarding the vibrations problems, there seems to be several causes for this on the 2015-2016, and tires are only one of the problems. There are many people complaining about vibration when engine is idling and car is not moving. There are lots of threads on G2 vibration issues, which I only rarely saw reported on the 2009-2014 Genesis (although a lot of suspension complaints on the early G1).

 

[amartz]

The only real complaint I have with mine is voice recognition but it seems version 9.5 of the software takes care of this.

I have wondered about that. It seems from what I read here that many find the voice recognition in the G2 unusable. I've always thought it worked fairly well for me in the G1. Not perfect, but usually pretty good. I'm thinking something got changed, not for the better, with the software. Good to hear about V9.5.

 

[Focusin]

Totally agree on this point. When I had an Infiniti prior to my Genesis, I filled out one of those surveys and rated them good on everything except for just one category (follow-up). I had a similar issue you were having where they said my car would be ready by a certain time and they would call me by a certain time, and they did not, so I had to call them 2 hours later to receive an update that my car was still not ready for pick up.

I immediately received an email from Infiniti corporate within 1 day after filling out the survey and said the service manager of the dealership would reach out to me within 3 business days. The next day I receive an email from the dealership service manager that he would address the issue with the service advisor, and to also bring my car back in to resolve the issue I was continuing to have.

Thanks for the excellent post, it pretty much sums up the reason for this thread.

I too filled out an online survey I received a few days after the service and gave it 1 star for everything but quality of repairs which I rated 5 since I had no complaint. That was over 3 weeks ago. No follow up.

I do agree that Hyundai does have a great opportunity for improvement in their service department, and I think we won't see this until the Genesis brand is separated from the Hyundai dealerships/brand. Hyundai does need to reach out to you though with some type of resolution, because this is just way too long and unacceptable.

I'm using this opportunity to demonstrate how the customer service experience has failed at every level, starting with the Service Advisor, to the Service Manager, to the Business Development Manager, to the online survey, then to the CEO and now back to the dealership.

Through this entire process the only contact I have received was from a customer service rep at Hyundai which was two weeks after the fact.

 

[Midnightsun]

I have wondered about that. It seems from what I read here that many find the voice recognition in the G2 unusable. I've always thought it worked fairly well for me in the G1. Not perfect, but usually pretty good. I'm thinking something got changed, not for the better, with the software. Good to hear about V9.5.

I can assure you the voice recognition was twice as good on the Gen1. I have ordered V9.5 so will see if it really is that much better once installed.

I am comparing phone book entries as this is about the only thing I use VR for. If I say call home, it comes back "Call John McDonald" or " Call Chantal Baliff" most of the time or something else. I have a 50/50 shot of it getting it right. Only time it is almost always accurate is if it is dead silent and no fan running in the car. Pretty lame for such an expensive piece of tech. Forget about directions but that is so easy with the dis/touch screen combo, I really see no need to use VR.

 

[Mark_888]

Through this entire process the only contact I have received was from a customer service rep at Hyundai which was two weeks after the fact.

There is a reason for this. You are making this into a big philosophical issue that you want management to address, which they know is almost impossible to fix at this time.

What you should have done is to name the dealer, and the SA (by name) and tell this forum and the Hyundai Canada CEO who did it and exactly what they did, so that management can slap the SA silly so it won't happen again. Hyundai management will do that for you, since it won't take them long, and will yield immediate results.

 

[Focusin]

There is a reason for this. You are making this into a big philosophical issue that you want management to address, which they know is almost impossible to fix at this time.

What you should have done is to name the dealer, and the SA (by name) and tell this forum and the Hyundai Canada CEO who did it and exactly what they did, so that management can slap the SA silly so it won't happen again. Hyundai management will do that for you, since it won't take them long, and will yield immediate results.

You've stated this before and I disagreed, so please drop it.

You're welcome to start your own thread detailing all of the reasons why this one is wrong.

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.

 

[accordn2ryan]

What you should have done is to name the dealer, and the SA (by name) and tell this forum and the Hyundai Canada CEO who did it and exactly what they did, so that management can slap the SA silly so it won't happen again. Hyundai management will do that for you, since it won't take them long, and will yield immediate results.

Hyundai corporate should have access to all of this information since the Service Advisor's name is always on the service request. All Hyundai corporate has to do is request a copy of the service request from the dealership which I don't think would be hard to do on their part.

 

[PMCErnie]

There is a reason for this. You are making this into a big philosophical issue that you want management to address, which they know is almost impossible to fix at this time.

What you should have done is to name the dealer, and the SA (by name) and tell this forum and the Hyundai Canada CEO who did it and exactly what they did, so that management can slap the SA silly so it won't happen again. Hyundai management will do that for you, since it won't take them long, and will yield immediate results.

Precisely!

Also, it beggars belief (look it up) that the Service Manager would not have adjusted the alleged oil change overcharge.

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[Focusin]

Hyundai corporate should have access to all of this information since the Service Advisor's name is always on the service request. All Hyundai corporate has to do is request a copy of the service request from the dealership which I don't think would be hard to do on their part.

As well, Hyundai Canada is aware of everything that went down. Details were provided on the 29th of March.

What Mark is suggesting is that I name and shame the dealership here so that Hyundai Canada will act. I'm not really interested in doing that at this point because 1) the dealership's not here to respond 2) This is not about getting satisfaction from the dealership.

The reason I started this thread was simply to document my experience with customer service up the chain in hopes of illustrating to Hyundai Canada that the Luxury Customer Experience they are touting is lacking from start to finish. I could be dealing with Hyundai for the next 5 to 7 years, so I have a vested interest in what kind of customer experience I have.

Some have suggested I'm wasting my time and that's fine, although I'm not really sure why they care. It's my time.

 

[Focusin]

Precisely!

Also, it beggars belief (look it up) that the Service Manager would not have adjusted the alleged oil change overcharge.

You are suggesting that I have lied about the overcharge and that you are aware of information that I have not posted here. Would you care to back that up please?

I have asked you two previous times to stop trying to derail this topic and yet you continue to try to initiate an argument.

If you have nothing to contribute but speculation, then please leave the discussion.

 

[Mark_888]

What Mark is suggesting is that I name and shame the dealership here so that Hyundai Canada will act. I'm not really interested in doing that at this point because 1) the dealership's not here to respond 2) This is not about getting satisfaction from the dealership.

That's not exactly what I said. Hyundai Canada does not have time to solve a global problem in the time frame you want. They do probably have time to solve this one specific problem with the SA (service advisor) if you provide them with the details so they can do something about it.

If you want to run Hyundai Canada, I suggest you apply for a job there, or write to Hyundai Corp in Korea and explain why you would be better than the current Hyundai Canada CEO. If you want the problem with the specific SA you dealt with fixed, you should probably take a slightly different tact.

 

[PMCErnie]

You are suggesting that I have lied about the overcharge and that you are aware of information that I have not posted here. Would you care to back that up please?

I have asked you two previous times to stop trying to derail this topic and yet you continue to try to initiate an argument.

If you have nothing to contribute but speculation, then please leave the discussion.

Here's a very simple question. When you told the Service Manager that you believe the Service Advisor overcharged you for the oil change, what was his reply?

 

[Focusin]

I am not posting this as a complaint, but as a personal experience and example of how far Hyundai still has to go to bring their customer experience in line with the competition.

Just to reiterate in case I wasn't clear, this post isn't a complaint about the dealer. The information on the dealer was necessary to provide context.

I was very clear at the start of this thread that this was not a complaint about the dealer but a post to open discussion on the luxury car experience and how Hyundai handles Genesis customer concerns. The details of the complaint were necessary to add context to why I contacted Hyundai Canada.

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 wrote in the disclaimer I am not posting this as a complaint. Please refrain from insults and keep the discussion on topic.

To update and hopefully bring the thread back on track, 9 days ago I received the following email from Hyundai Canada:

Again, please stop with the insults and keep the discussion on topic.

We'd all like a Lexus experience from Hyundai and I'm using this opportunity with the dealership and corporate to demonstrate that they are severely lacking in that area.

.

 

[kn5owa]

The reason I started this thread was simply to document my experience with customer service up the chain in hopes of illustrating to Hyundai Canada that the Luxury Customer Experience they are touting is lacking from start to finish.

This "Luxury Customer Experience" - Is it a Canadian thing only? Like maybe Montreal? I'll be there in a few months. And, can I quote you on that?

As an aside, I just did the oil/filter change on my 5.0 The materials alone cost $75 - if you go with Mobil 1 - takes almost 9 quarts (8.52 liters, and forget what the manual says). And the amount of labor required is like two hours.

 

[jimb100]

You are suggesting that I have lied about the overcharge and that you are aware of information that I have not posted here. Would you care to back that up please?

I have asked you two previous times to stop trying to derail this topic and yet you continue to try to initiate an argument.

If you have nothing to contribute but speculation, then please leave the discussion.

You may have lied. How do we know? You present a long story describing poor customer service but refuse to name the dealership, the service manager or the service advisor.

You clearly have a bone to pick with Hyundai but, since you refuse to provide any verifiable details, we have no way of knowing if your intent is to slander Hyundai or ????

Just why did you start this thread? To warn Hyundai owners in Canada not to buy a Hyundai? The reason is certainly not to avoid this specific dealership, since you won't name it. To warn potential buyers in Canada they may be playing Russian Roulette by buying from the dealership you won't name?

Threads like this aren't helpful and, under the guise of providing useful guidance for owners and potential buyers, they only serve to create doubt among potential buyers.

Since this appears to be your real motivation, let me assure potential buyers that horror stories like this are rare. If you buy a Hyundai do not expect Mercedes service, but then again you won't be paying Mercedes pricing.

The latest survey I saw, (http://www.cbsnews.com/news/honda-tops-rankings-for-best-repair-record-among-all-auto-makers/) lauded Hyundai for having the best (lowest) incidence of repairs needed for all manufacturers last year and second this year, and one of the lowest costs for needed repairs.