My first Genesis Service Appointment

[Bertross]

I drove an hour & 1/2 for my service appointment at Genesis of Pleasant Hills, PA for the following services: first oil & filter change, reprogram dead key fob & software update. After waiting over 4 hours the following services were completed: oil/filter change, tire rotation, fluid top offs, and key fob reprogram. No software update done in those 4 hours. When I checked out, I was charged $43.82 for labor on the key fob reprogram. I thought that would be covered by the warranty.

Not impressed with my first experience with Genesis service

 

[EdP]

I drove an hour & 1/2 for my service appointment at Genesis of Pleasant Hills, PA for the following services: first oil & filter change, reprogram dead key fob & software update. After waiting over 4 hours the following services were completed: oil/filter change, tire rotation, fluid top offs, and key fob reprogram. No software update done in those 4 hours. When I checked out, I was charged $43.82 for labor on the key fob reprogram. I thought that would be covered by the warranty.

Not impressed with my first experience with Genesis service

Most I ever waited for that service is 90 minutes, usually less. I'd certainly as why the fob was not covered unless they thought you bought a new one.

Some models had a delay on software update until later this week. It was listed in another thread.

 

[GenesisAdvisor]

Genesis service advisor here. Software updates are not performed unless one has been developed to alleviate a specific issue that is complained about. It's not like a phone or computer that gets updates regularly. Tech: Hey advisor, what does the guy mean he wants a software update? For what? Advisor: I dunno he just asked for a software update. Customer: Don't you guys know about the update? I read all about it on the internet! Advisor: Hey tech, he wants the one he read about on the internet. Tech: Ok what's it for? Is he having any problems? Customer: THE UPDATE! My car needs the update from the internet!!! Advisor: Hey tech, just say your scan tool said no updates found and call it a day. I don't know what this guy is talking about.

What happened to the keyfob? Very abnormal for one to just lose its programming. Is there something you are not telling us? However if any out of pocket charges are expected your service advisor is required to go over the cost and get approval before doing any work.

Did you come in for an oil change and add items to your visit? Often I have "just an oil change" scheduled and on arrival the customer explains a number of issues or complaints. They are frustrated I am unable to address them in the time it takes to do an oil change. Please mention any additional items prior so we can properly set expectations. Sounds like your car had to go to a technician vs express service.

Lastly, if your Genesis dealer is paired with a Hyundai dealer, they are a Hyundai dealer first and foremost. Genesis at dual dealerships is usually an afterthought and unfortunately it shows. Service for both brands is extremely poor, either way.

With that in mind, slow your service advisor down and have a conversation about your concerns instead of letting them "take your order". Ultimately this ensures a better chance at obtaining your desired outcome. If you are coming from another luxury brand, prepare for disappointment and do what you can to mitigate it.

 

[Bertross]

Genesis service advisor here. Software updates are not performed unless one has been developed to alleviate a specific issue that is complained about. It's not like a phone or computer that gets updates regularly. Tech: Hey advisor, what does the guy mean he wants a software update? For what? Advisor: I dunno he just asked for a software update. Customer: Don't you guys know about the update? I read all about it on the internet! Advisor: Hey tech, he wants the one he read about on the internet. Tech: Ok what's it for? Is he having any problems? Customer: THE UPDATE! My car needs the update from the internet!!! Advisor: Hey tech, just say your scan tool said no updates found and call it a day. I don't know what this guy is talking about.

What happened to the keyfob? Very abnormal for one to just lose its programming. Is there something you are not telling us? However if any out of pocket charges are expected your service advisor is required to go over the cost and get approval before doing any work.

Did you come in for an oil change and add items to your visit? Often I have "just an oil change" scheduled and on arrival the customer explains a number of issues or complaints. They are frustrated I am unable to address them in the time it takes to do an oil change. Please mention any additional items prior so we can properly set expectations. Sounds like your car had to go to a technician vs express service.

Lastly, if your Genesis dealer is paired with a Hyundai dealer, they are a Hyundai dealer first and foremost. Genesis at dual dealerships is usually an afterthought and unfortunately it shows. Service for both brands is extremely poor, either way.

With that in mind, slow your service advisor down and have a conversation about your concerns instead of letting them "take your order". Ultimately this ensures a better chance at obtaining your desired outcome. If you are coming from another luxury brand, prepare for disappointment and do what you can to mitigate it.

Came in for a SCHEDULED key fob reprogram & oil and filter change— I added the software update since it just came out on 4/28/22. The key fob quit after holding down the unlock Button to open windows. Genesis has to push paired dealers to treat Genesis customers differently

 

[Bertross]

Most I ever waited for that service is 90 minutes, usually less. I'd certainly as why the fob was not covered unless they thought you bought a new one.

Some models had a delay on software update until later this week. It was listed in another thread.

Came home and did the software update myself in an hour total

 

[EdP]

Came in for a SCHEDULED key fob reprogram & oil and filter change— I added the software update since it just came out on 4/28/22. The key fob quit after holding down the unlock Button to open windows. Genesis has to push paired dealers to treat Genesis customers differently

Some do, but not all. That is why they are trying to go with stand alone dealers.

If the fob was the problem I'd certainly ask why the charge. If they just thought you wanted a re-program for some reason, that would be on you.

 

[MJLx2]

Bertross, sorry to hear about your terrible first service appointment. Frankly, my couple years of Genesis ownership causes me to agree whole heartedly with Service Advisor’s big picture comment … “paired Hyundai / Genesis dealers are first and foremost Hyundai dealers”. And, in my experience with 3 different Hyundai / Genesis dealers in my area the service is poor at best. I know your mileage may vary, but there are several threads on this forum about [poor] dealership experiences - not just limited to service. In fact, 15 minutes after Bertross posted his thread about his first dealership experience someone posted a lengthy note about their failed effort to buy a GV70 … a vehicle they were promised would be ready for them when they arrived (after driving an hour to the dealership) with further promises of expedited paperwork processing pre-arranged. As you might guess the opposite was true and they didn’t buy the car. I would hope that someone at Genesis USA is tasked with reading this forum and identifying overriding issues. High on that list should be dealership experience. When people ask me about my car I say, ”good car, loaded with great features, but the dealership experience is anything but premium“. This problem becomes especially acute as Genesis moves up the premium pricing ladder where a good to great dealership experience is part of the reason people buy premium vehicles and pay premium prices for those vehicles. Hopefully Genesis is paying attention to this foru. Lots of good input for product development and marketing from committed owners.

 

[Bertross]

Bertross, sorry to hear about your terrible first service appointment. Frankly, my couple years of Genesis ownership causes me to agree whole heartedly with Service Advisor’s big picture comment … “paired Hyundai / Genesis dealers are first and foremost Hyundai dealers”. And, in my experience with 3 different Hyundai / Genesis dealers in my area the service is poor at best. I know your mileage may vary, but there are several threads on this forum about [poor] dealership experiences - not just limited to service. In fact, 15 minutes after Bertross posted his thread about his first dealership experience someone posted a lengthy note about their failed effort to buy a GV70 … a vehicle they were promised would be ready for them when they arrived (after driving an hour to the dealership) with further promises of expedited paperwork processing pre-arranged. As you might guess the opposite was true and they didn’t buy the car. I would hope that someone at Genesis USA is tasked with reading this forum and identifying overriding issues. High on that list should be dealership experience. When people ask me about my car I say, ”good car, loaded with great features, but the dealership experience is anything but premium“. This problem becomes especially acute as Genesis moves up the premium pricing ladder where a good to great dealership experience is part of the reason people buy premium vehicles and pay premium prices for those vehicles. Hopefully Genesis is paying attention to this foru. Lots of good input for product development and marketing from committed owners.

Until there are stand alone Genesis dealers, this will continue

 

[Mcc]

Bertross, sorry to hear about your terrible first service appointment. Frankly, my couple years of Genesis ownership causes me to agree whole heartedly with Service Advisor’s big picture comment … “paired Hyundai / Genesis dealers are first and foremost Hyundai dealers”. And, in my experience with 3 different Hyundai / Genesis dealers in my area the service is poor at best. I know your mileage may vary, but there are several threads on this forum about [poor] dealership experiences - not just limited to service. In fact, 15 minutes after Bertross posted his thread about his first dealership experience someone posted a lengthy note about their failed effort to buy a GV70 … a vehicle they were promised would be ready for them when they arrived (after driving an hour to the dealership) with further promises of expedited paperwork processing pre-arranged. As you might guess the opposite was true and they didn’t buy the car. I would hope that someone at Genesis USA is tasked with reading this forum and identifying overriding issues. High on that list should be dealership experience. When people ask me about my car I say, ”good car, loaded with great features, but the dealership experience is anything but premium“. This problem becomes especially acute as Genesis moves up the premium pricing ladder where a good to great dealership experience is part of the reason people buy premium vehicles and pay premium prices for those vehicles. Hopefully Genesis is paying attention to this foru. Lots of good input for product development and marketing from committed owners.

While everything you have said is true, do you really think that corporate doesn’t already know all this and they are not working to correct? Wheels grind slowly with this many moving parts.

But it cant hurt to to reinforce how bad the issue is.

 

[MJLx2]

Yes, I agree that corporate should be aware that some number of owners are disgruntled with the ownership experience as impacted by their dealership network. My fear is they don’t have very much leverage with their dealer network for three reasons: First, the pandemic has limited corporate’s ability to control behavior because of low supply of new vehicles - be they Genesis or Hyundai. Next, I suspect the biggest obstacle in this equation is likely to be the dealers themselves. Why change behavior if it requires significant investment in a new facility, equipment, personnel and operating systems when the product is a low volume seller relative to their core product - Hyundai? Finally, there’s been a good discussion about the high profit margins Genesis vehicles provide dealers since the have little incremental additional overhead related to the product. A new dealership and all the related things that go with it will only reduce their margins. Mcc, hopefully you’re right and the corporate wheels are turning …. Hopefully soon enough before unintended damage is done in the marketplace. I’m with you on the need to reinforce, but I’m very much a follow the money kind a guy.

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[MJLx2]

Until there are stand alone Genesis dealers, this will continue

100% agree.

 

[EdP]

Yes, I agree that corporate should be aware that some number of owners are disgruntled with the ownership experience as impacted by their dealership network. My fear is they don’t have very much leverage with their dealer network for three reasons: First, the pandemic has limited corporate’s ability to control behavior because of low supply of new vehicles - be they Genesis or Hyundai. Next, I suspect the biggest obstacle in this equation is likely to be the dealers themselves. Why change behavior if it requires significant investment in a new facility, equipment, personnel and operating systems when the product is a low volume seller relative to their core product - Hyundai? Finally, there’s been a good discussion about the high profit margins Genesis vehicles provide dealers since the have little incremental additional overhead related to the product. A new dealership and all the related things that go with it will only reduce their margins. Mcc, hopefully you’re right and the corporate wheels are turning …. Hopefully soon enough before unintended damage is done in the marketplace. I’m with you on the need to reinforce, but I’m very much a follow the money kind a guy.

Your reasoning sounds about right. You may recall they wanted to open 100 Genesis dealers from the start but under the franchise laws they were prohibited. They are finally making some progress. It will take a few more years for some dealers to realize they are selling a luxury vehicle.

 

[JEdwards]

Came home and did the software update myself in an hour total

Just a heads up.

You may believe you installed the new software update but you did not. You re-installed the version of software from December of last year.

The April /May 2022 software for GV80 has not been released yet. It is currently expected to be released on May 12.

 

[Bertross]

Just a heads up.

You may believe you installed the new software update but you did not. You re-installed the version of software from December of last year.

The April /May 2022 software for GV80 has not been released yet. It is currently expected to be released on May 12.

I’m now aware of this. Never a dull moment with Genesis.

 

[TinsleyC]

I’m now aware of this. Never a dull moment with Genesis.

But don't you have the GV70? He said 80.

 

[Bertross]

I do have a GV70

 

[JEdwards]

But don't you have the GV70? He said 80.

Software for GV80s and GV70s use the same head units, and are supported by the same server. Neither software version was available yet, and the server is not scheduled be back online until May 12.

 

[Bertross]

Hope all goes well on May 12