My first dealership service experience

[jcs]

Picked up my new 3.8 tech yesterday and all went well. However, before I picked up the car I did notify them of the nav update and the ECU update (thanks to this board). They said they had no clue about these and I figured these updates were not that important and that they would catch up with them eventually.

Today I received a call from my salesman informing me that there was a "recall" on the car and that I needed to bring it right away (keep in mind I picked up the car about 18 hours earlier). I asked him what sort of "recall" he was talking about and he had no clue. He told me I have to bring it in unless I want the car to "seize up." I told him to check with service and get the details before I brought it in. Sure enough, even though they professed ignorance of these updates about 18 hours prior, the ECU and nav were the issues they had uncovered.

They told me the updates would take only about 20 minutes, so I grabbed a book and went to the dealer - thinking an hour is probably more realistic. Three hours later they finally finished the updates. They told me that my Genesis was the first they had updated (so why did they tell me 20 minutes?). The update also wiped out all my addresses and phone numbers.

Even though I did not actively complain, the manager attempted to placate me by promising free service at 3000 miles. Problem is the car is not due for service until 5000 miles.

Now, I have had negative dealership experiences with my BMW, so I don't think it necessarily a Hyundai issue, but it sure is annoying.

There - I feel better - just needed to vent.

I love the car.

Jeff

 

[blasterguam]

Hyundai needs to do better with the Genesis if they intend on gathering the "logo" models to convert to their product. We get our A$$ kissed when going into the Lexus dealer, but we pay for that in the product price. ($$$$)
All we are asking for is a non-negative experience, and Hyundai needs to do this in a less painful manner than many of us have been experiencing. Treat us right and we'll be back to the watering hole for more in the future.

 

[BaywayRic]

Sorry you had a bad first outing in Service. I keep telling my contacts [sales & service] that if they could just keep the 'unknowing' from lying to the customers, they would have a massive jump in satisfaction. These guys obviously never knew about the TSBs when you picked up the car, and then didn't even read them after they found them. Just the software update is over an hour AFTER they figure out how to set it up. From the TSB:


13. The installation progress indicator will now be displayed and the installation will begin. Approximate download and installation times:

Head Unit 10 minutes
UTA 10 minutes
Hard Disc Drive 45 minutes​

 

[genesis@genesisworld.com]

I just picked up my Genny from the 3,000 mile checkup and oil change at the Hyundai dealer here in Tyler Tx. Reasonably painless. I agree that the dealers need to have a class in how to handle the buyers of these model cars so we DO come back to the watering hole again.

They did do the TSB on the Navi (and yes it reset EVERYTING). I have noticed a couple of new wrinkles as I've been loading my settings back in. Not much tho.

I got my fuel door release switch replaced. With as many of us that have had issues with this, I was hoping that they would have had the $5 switch on hand when I got there. Wishful thinking. I had warned them 4 days in advance that it was an issue and that I KNEW what the problem was. But, they told me that they HAD to do the determination, then order the part in order to get warranty coverage.

I also had another STRANGE problem that I almost hate to admit. My windshield washer wasn't squirting. I had never tried it until about 5 days ago. When it didn't work, I assumed that it never worked from the point of sale (I'll never know). But it ends up that a rat had gnawed through the fluid hose! A rat! I park it in a garage every night. BUT... about 5 weeks ago, a tree filled lot near us was cleared for another house and yes, many of the little varmints came to TRY to live with us. We had an exterminator take care of the house, so I GUESS that in the interim, a rat liked my Genesis too The service guy told me that it's actually a fairly common issue. He said that one lady had to finally strap a rat trap INSIDE the engine area!

To end this... they DID say that it was the first Genesis they have had in for its 3000 mile service and that they know very little about hte car. At least they admitted it! I MAY take it to Dallas for future work...