My History with Two Genesis V6s

[ifonline]

I forgot to mention earlier... I requested a copy of my case notes from Hyundai and was told that I can't have them. Of course, they admitted that if an attorney asked for them they would provide them no problem. Of course.

 

[ifonline]

Well, it turns out the hands free still doesn't work properly. I took the car by yesterday evening and picked up a loaner. This afternoon, I got a call from the dealership that I needed to pick up my car. They said that after speaking with Hyundai, the case is closed because the car works fine since they can't reproduce the issue. I lost it. I then called Hyundai and was told the same thing... Because the car works fine, there is no further action and the case is closed.

The car doesn't work fine, of course, and I verified that when I picked up the car from the dealership. None of that matters, unfortunately, because the dealership reported that they can't reproduce the issues. Bunch of absolute crap.

Oh, and my rep at Hyundai now refuses to call me back. Shoddy, shoddy business. I'm truly happy for those of you that have not had to go through this experience, but for those of us that have, it's very disappointing, frustrating, and insulting. My car doesn't work properly but Hyundai doesn't actually care. They refuse to do anything at this point despite the notes on the work orders indicating that the problems exist and despite my video evidence proving that the problems exist. Nope. They say the car works and there shall be no convincing them otherwise.

Hyundai is still a horrible company as far as I'm concerned.

 

[craigt]

Sometimes it is not worth a companies effort to make all customers happy. It appears you have fallen into that category for reasons beyond our scope of knowledge.

 

[ifonline]

You're right... it's me. I'm being unreasonable demanding that my vehicle work correctly.

 

[craigt]

I'm not saying it is you. There are times, rare as they are, that a company's product support and the consumer have differing opinions and nothing will make either side happy.

I worked for a start up that was hungry for deals. There were a few times that we walked away from the opportunity because it would have cost us more to make them happy than the profit of selling the product itself. It happens.

 

[ifonline]

Well, it's clear that Hyundai is done with me despite the fact that there is a warranty that they are now refusing to honor. In other words, they don't have the option to walk away as they are doing. The problem now is that to hire an attorney will be expensive and doesn't guarantee a decision in my favor. No doubt Hyundai knows that and that's why they are now refusing contact. As far as they are concerned, I don't matter.

That is unacceptable.

Besides, this isn't a difference of opinions. I can prove that the radio doesn't work correctly, but Hyundai refuses to acknowledge that.

 

[ifonline]

I now have a new case manager, and I have new video evidence proving that other phones connected to my vehicle also have handsfree failures just like mine does. The new case manager asked for copies of the work orders that I have, so I sent those over yesterday... waiting for a call back to figure out the next step.

 

[chipandem]

Good grief, this is starting to get ME pissed off just reading all this. Guess I got "lucky" with my experience. Good thing you got a new case manager, and again I would see if they can escalate it to one of their superiors. And yes, attorneys can be expensive, but maybe by having one they can put some additional pressure on Hyundai and that particular dealer if nothing else. Keep us updated.

 

[ifonline]

It's been a while since I posted, so I thought I'd catch everyone up. I have a case manager out of Marietta, Georgia (which is Hyundai's southeast regional office location), and she arranged for an engineer to look over the car. I dropped off my vehicle yesterday and the engineer got to working on my car yesterday afternoon on into late evening.

How do I know? Because every time he turned on my car I got a GeoFence alert telling me so. The issue with Blue Link (the geofence alerts) is a separate issue that, at this point, I don't even remember if I posted about here or not. Nevertheless, long story short is that I can't delete a geofence that I created on the Blue Link web site, and... surprise, surprise... no one at Hyundai knows how to fix it. So, every friggin' time I start my car I get an alert email. Every friggin' time.

Anyway, I got word from the dealer this morning that the engineer determined that the issue isn't with the car but is actually with the iPhone because... you know the drill by now... the car works as intended. More correctly: it doesn't work with any iPhone. In other words, Apple changed something so now the car doesn't work and it's up to Apple to fix it. Anyone want to take a guess as to what Apple will say when I pass that along to them? For those that can't make the right guess: Apple will kindly let me know that they don't make the car and it's up to Hyundai to ensure their vehicles work with Apple's products, not the other way around. I wouldn't disagree.

I especially find fault with the conclusion that it's Apple's issue because (1) my phone works in the 2015 without issue, (2) it works in vehicles from other brands, and (3) it worked in my vehicle prior to a system update provided by MnSoft. If it really were an issue with the phone, it shouldn't work anywhere, but it works everywhere except my car.

After a lot of back and forth, the engineer agreed that there is a problem and he stated that he would contact Harman-Kardon about an update for the system. So, one step forward, one step back. Oh, and to be clear, I am not allowed to talk directly to the engineer, so all of my back and forth has been between me, the dealership, and the engineer. Apparently engineers are a protected species or something. Don't stare directly at them or they will keel over. Very strange.

*sigh*

 

[tymwltl]

As a new owner to the high end Hyundia car line up I was skeptical with the purchase of a 2015 v-6 AWD loaded Genesis. I,m not a young person and have been disappointed many times by many brands and I guess I just kept going back to the same "US" models because of the one or two that were as reliable as my labrador. So not to bore you I bought the optional insurance to cover everything that isn't a wear item. So bottom line is if this $52,000.00 Hyundia doesn't' last or starts breaking down I'll be posting on every site in the universe about my experiences with this unit. I wish I had not read your post and can only hope that you have better fortune in the future with this brand.

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[Rysher8]

Ifonline, I can't imagine how frustrating this must be. I do think frustration may have boiled over into an understandable obsession fed by justified anger, and I don't think there will ever be a time when you will be completely satisfied with the car. I think this happens to all of us at one time or another, and once we go over the edge of frustration it's difficult to go back.

I would probably sell the vehicle at this point if it's financially feasible and try something from another manufacturer. It's not worth the damage to your time, energy, and health to keep going round for round with Hyundai.

 

[ifonline]

I wish I had not read your post and can only hope that you have better fortune in the future with this brand.

While I am having several issues with my vehicle and with Hyundai, there are likely far more that are perfectly happy with their vehicle and have nothing but praise for the car and the brand. I have no doubt that I don't represent the norm with regards to this experience. I wouldn't worry about your purchase as odds are you will enjoy the vehicle with few (if any) problems.

Ifonline, I can't imagine how frustrating this must be.

This whole situation has been very frustrating, and it has been a painful rollercoaster ride. I make progress and then hit the "working as designed" brick wall over and over again. Brutal because I experience the same issues every day and it has taken a long time just to get someone (the engineer) who seems to sort of believe that something might possibly be wrong. Of course, the engineers at Harman-Kardon might rehash the whole "working as designed" mantra. Time will tell.

I would probably sell the vehicle at this point if it's financially feasible and try something from another manufacturer. It's not worth the damage to your time, energy, and health to keep going round for round with Hyundai.

I have considered this, and I suppose I am still considering this. The issue is that the only other vehicle that ticks off the majority of my check boxes is the Infiniti Q50. I like the car and am confident in the vehicle and the brand (my wife has an Infiniti QX60 and it's a great vehicle), but it requires premium fuel, has a smaller trunk (actually a smaller vehicle overall), and has no remote start (among other small concerns). When compared with the 2015 Hyundai Genesis, the Genesis offers many more features at a slightly better price with lower cost of ownership. But what if I run into another issue and Hyundai behaves like, well... Hyundai?

I'm not entirely sure what my next step is at this point except that I will wait a bit longer for Hyundai to do something (or not).

 

[Huddleston]

just reading all of this, I am really sorry you have had such a poor experience. I have a 2015 5.0 now but previously had a 2013 3.8 and haven't had any issues with either. Hope it all works out man.

 

[ifonline]

Me too. Thanks.

 

[ifonline]

Another update:

It's been just over a month since the engineer looked over my car and decided that there really is an issue with the car. Since that time, I have called the rep in Marietta and left voicemail only to never receive a call back. In the meantime, I called Hyundai (again) and got a different rep (again, I've lost count how many I have been assigned since this all started), and he has been working to get the GeoFence issue fixed.

I appreciate that he calls me every Monday whether he has any news to pass along or not. It shows that he has taken an interest in working through the issue, unlike the corporate rep in Marietta who can't be bothered to return my phone calls. Nevertheless, nothing has happened with resolving the GeoFence problem... he called yesterday to go over the issue with me one more time and to gather dates and times that I tried to delete the GeoFence (and had me try again while on the phone) because the tech support people "couldn't find what they were looking for." That tells me that they are looking through logs and don't see where the system is registering my attempts to delete the GeoFence.

What a mess. How can things be this broken? How can Hyundai be happy with how this is being handled, especially in light of the recent announcement that they are splitting in two so they can have a premium brand (like Infiniti and Lexus)? From my perspective, Hyundai has a long way to go.

I am going to call the rep in Marietta today and ask her:

1. What does she consider a reasonable time to have to wait for a resolution?
2. What would she do if she were being treated like I am being treated?

So very frustrating.

 

[Huddleston]

Another update:

It's been just over a month since the engineer looked over my car and decided that there really is an issue with the car. Since that time, I have called the rep in Marietta and left voicemail only to never receive a call back. In the meantime, I called Hyundai (again) and got a different rep (again, I've lost count how many I have been assigned since this all started), and he has been working to get the GeoFence issue fixed.

I appreciate that he calls me every Monday whether he has any news to pass along or not. It shows that he has taken an interest in working through the issue, unlike the corporate rep in Marietta who can't be bothered to return my phone calls. Nevertheless, nothing has happened with resolving the GeoFence problem... he called yesterday to go over the issue with me one more time and to gather dates and times that I tried to delete the GeoFence (and had me try again while on the phone) because the tech support people "couldn't find what they were looking for." That tells me that they are looking through logs and don't see where the system is registering my attempts to delete the GeoFence.

What a mess. How can things be this broken? How can Hyundai be happy with how this is being handled, especially in light of the recent announcement that they are splitting in two so they can have a premium brand (like Infiniti and Lexus)? From my perspective, Hyundai has a long way to go.

I am going to call the rep in Marietta today and ask her:

1. What does she consider a reasonable time to have to wait for a resolution?
2. What would she do if she were being treated like I am being treated?

So very frustrating.

I understand how infuriating this must be - its almost like they don't actually want to keep you as a customer. I wish there were some Hyundai employees at the a high enough level that were members of this site to ensure that the brand takes care of its enthusiasts. I do know other forums that have strong ties to the manufacturer and it tends to help in cases like this. I'm glad you finally got someone that at least communicates with you. Again, I am sorry you are being treated this way.

 

[ifonline]

Thanks. I wish there were a way to actually get to someone near the top of Hyundai Motor America. I have to believe that people near or at the top wouldn't actually want things to go the way they are going, but they will likely never actually know about my personal experiences with Hyundai.

I'm just so very tired of all of this. I really was an enthusiast for the brand many years ago, fighting through the old stereotypes of Hyundai from the 80s. So many people were interested in my first Genesis and I happily let them see the car. Now? Not so much. I just want to be done with this, and what to me seems like a relatively easy fix has turned itself into a situation where I don't ever want to have anything to do with Hyundai ever again. I will never recommend the brand (or their new Genesis luxury brand) to anyone.

I hate getting in my car and being reminded that things don't work as they should: I can't place hands-free calls at all, the system locks up every single time I start the car, and I get a GeoFence alert every time I go somewhere. Ever single freaking time.

Since I started collecting the email notifications on September 23, 2015, I have saved a total of 205 email alerts that my vehicle is outside of a GeoFence. 205!

 

[ifonline]

Still nothing, for anyone following this saga. Nothing.

 

[Murdoch1]

It aint just you man.

'nuff said....

http://genesisowners.com/hyundai-genesis-forum/showthread.php?t=17573

 

[ifonline]

Yeah, I saw your thread and posted a response, but it never took for some reason.