No corporate customer service- can't compete with the "Big Boys"

[Horse56]

As a long time Genesis owner (11 years), I placed an order for a 2020 G90 V-8/Ultimate/AWD on November 1st, 2019. Genesis did not even accept the order to build until May,2020 and still have not communicated a build date. I understand stopping production of the G90 because of Covid, but several weeks ago they again stopped G90 production to concentrate on GV80 production. I contacted Genesis customer service to inquire about what to expect concerning my order (local dealer has been unable to obtain any info from Genesis thru their field rep), and still awaiting a response. If Genesis hopes to compete with the luxury car "big boys", they are going to have to do more than just produce a car. The ownership experience begins with giving the customer respect, service, and attention to their needs as well as a quality product. Mercedes, BMW, and Lexus understand this, but apparently Genesis does not. Despite preferring Genesis to the aforementioned, I have finally given up on the brand and just purchased a Mercedes. Very sad.

 

[EdP]

As a long time Genesis owner (11 years), I placed an order for a 2020 G90 V-8/Ultimate/AWD on November 1st, 2019. Genesis did not even accept the order to build until May,2020 and still have not communicated a build date. I understand stopping production of the G90 because of Covid, but several weeks ago they again stopped G90 production to concentrate on GV80 production. I contacted Genesis customer service to inquire about what to expect concerning my order (local dealer has been unable to obtain any info from Genesis thru their field rep), and still awaiting a response. If Genesis hopes to compete with the luxury car "big boys", they are going to have to do more than just produce a car. The ownership experience begins with giving the customer respect, service, and attention to their needs as well as a quality product. Mercedes, BMW, and Lexus understand this, but apparently Genesis does not. Despite preferring Genesis to the aforementioned, I have finally given up on the brand and just purchased a Mercedes. Very sad.

Thanks for stopping by to let us know. Hope you enjoy your new car.

 

[Backslack]

Pasted my response to you in your dupe thread in case you miss it:

No need to copy-paste two threads about this.

Do you live in the US? Only place I know that lets you custom order Genesis is in South Korea. Otherwise, it makes zero sense to wait on a new G90 "custom order" when there are zero packages to pick from other than what's included with their respective engines and RWD/AWD. And maybe the rear infotainment screens.

There's no shortage of 2020 G90s currently being sold, so I'm not sure what your problem is with securing one. All 2020 G90 5.0s have the same kit.

 

[[NOBODY]]

As a long time Genesis owner (11 years), I placed an order for a 2020 G90 V-8/Ultimate/AWD on November 1st, 2019. Genesis did not even accept the order to build until May,2020 and still have not communicated a build date. I understand stopping production of the G90 because of Covid, but several weeks ago they again stopped G90 production to concentrate on GV80 production. I contacted Genesis customer service to inquire about what to expect concerning my order (local dealer has been unable to obtain any info from Genesis thru their field rep), and still awaiting a response. If Genesis hopes to compete with the luxury car "big boys", they are going to have to do more than just produce a car. The ownership experience begins with giving the customer respect, service, and attention to their needs as well as a quality product. Mercedes, BMW, and Lexus understand this, but apparently Genesis does not. Despite preferring Genesis to the aforementioned, I have finally given up on the brand and just purchased a Mercedes. Very sad.

I agree. Genesis sucks in regards to the dealer network, and service. They have a very long way to go to compete with Audi, BMW, Mercedes, and even infiniti and acura. A very long way.

 

[jimmy buoy]

A buddy order a new Porsche SUV back last Sept and just got it last week. Apparently this COVID thing put a wrench in their gears as well. He was less than impressed and stated that he almost cancelled the deal since he got so frustrated with the lack of communication and even now, much of the anticipated excitement has faded. So much for the "big boys"...

 

[Twolf]

I agree. Genesis sucks in regards to the dealer network, and service. They have a very long way to go to compete with Audi, BMW, Mercedes, and even infiniti and acura. A very long way.

Genesis cars are still serviced by Hyundai dealers (at least around here) and explains a lot.

 

[LandOfConfusion]

Does it strike anyone as odd that Genesis corporate doesn’t appear to have a brand representative on this forum? Others I’ve visited, including non-premium brands, seem to have a corporate presence. It would be such an easy and low cost way of building goodwill (not to mention solving customers’ problems).

 

[EdP]

Does it strike anyone as odd that Genesis corporate doesn’t appear to have a brand representative on this forum? Others I’ve visited, including non-premium brands, seem to have a corporate presence. It would be such an easy and low cost way of building goodwill (not to mention solving customers’ problems).

I don't think it odd. Could even be harmful. I'd not put someone here to represent me if I was corporate.

 

[[NOBODY]]

I don't think it odd. Could even be harmful. I'd not put someone here to represent me if I was corporate.

No, it's odd Ed. Most other makers do this through a social media position. Ed, do you work for Genesis or something? You seem like the local retired executive Genesis crank, always dismissing other's concerns, and defending Genesis, like a little Genesis fascist.

 

[Twolf]

No, it's odd Ed. Most other makers do this through a social media position. Ed, do you work for Genesis or something? You seem like the local retired executive Genesis crank, always dismissing other's concerns, and defending Genesis, like a little Genesis fascist.

It would be a Hyundai rep anyway. Genesis as a brand seems to be a smoke screen. Too bad, because the pre 2020 cars are really nice. Should have left them alone until they got their brand plans and dealers finalized like Lexus did way back.

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[EdP]

No, it's odd Ed. Most other makers do this through a social media position. Ed, do you work for Genesis or something? You seem like the local retired executive Genesis crank, always dismissing other's concerns, and defending Genesis, like a little Genesis fascist.

No connection to Genesis other than owning a couple of their cars.

I don't dismiss other's concerns but try to put them into proper perspective. I don't blame corporate for what dumb thing a local dealer did. I don't call all dealers bad when some are good. I know that auto dealers are independent businesses and the car maker has limited control.

I take responsibility for my actions and don't blame others.. I read the warranty so I have expectations. When an issue comes up, I read the manual to see if I am the problem or the car or dealer. Then a proper resolution can be had.

I respect other's opinions. I also look at what they are talking about. If they are unhappy with a clerk at Home Depot in Podunk, I don't assume that every clerk at every Home Depot is the same.

I recently replied to a post where someone did not like a particular situation. He said it is a design flaw but for many of us it is a design feature. I may not like very feature but the ones I dislike are not necessarily a flaw. There may be a logical reason and I try to understand it. Once I do, it may become a feature.

A corporate representative on a forum can be good but can also make things worse, even create some liability.

You also have a choice if you hover your mouse over the box with the poster's name. You can choose to follow or ignore anyone you choose. Either way, it does not change my life but may help yours.

 

[Trixie86]

No connection to Genesis other than owning a couple of their cars.

I don't dismiss other's concerns but try to put them into proper perspective. I don't blame corporate for what dumb thing a local dealer did. I don't call all dealers bad when some are good. I know that auto dealers are independent businesses and the car maker has limited control.

I take responsibility for my actions and don't blame others.. I read the warranty so I have expectations. When an issue comes up, I read the manual to see if I am the problem or the car or dealer. Then a proper resolution can be had.

I respect other's opinions. I also look at what they are talking about. If they are unhappy with a clerk at Home Depot in Podunk, I don't assume that every clerk at every Home Depot is the same.

I recently replied to a post where someone did not like a particular situation. He said it is a design flaw but for many of us it is a design feature. I may not like very feature but the ones I dislike are not necessarily a flaw. There may be a logical reason and I try to understand it. Once I do, it may become a feature.

A corporate representative on a forum can be good but can also make things worse, even create some liability.

You also have a choice if you hover your mouse over the box with the poster's name. You can choose to follow or ignore anyone you choose. Either way, it does not change my life but may help yours.

Genesis fascist!!!

 

[Backslack]

Does it strike anyone as odd that Genesis corporate doesn’t appear to have a brand representative on this forum? Others I’ve visited, including non-premium brands, seem to have a corporate presence. It would be such an easy and low cost way of building goodwill (not to mention solving customers’ problems).

Considering most of the issues people have on this board are dealer-related, there's not much that a Genesis rep could do to help. However, there are a handful of Hyundai/Genesis dealers that frequent this board and occasionally give us updates on inventory, as well as answer questions on basic service procedures and such.

 

[Mcc]

Ed, do you work for Genesis or something? You seem like the local retired executive Genesis crank, always dismissing other's concerns, and defending Genesis, like a little Genesis fascist.

Many times if someone disagrees with a posters response their last resort is often name calling and accusing the poster of working for Genesis or Hyundai. I don’t know of anyone who has any affiliation with corporate And I have been here quite a while. I do know the @EdP has been a fair minded, knowledgeable poster, undeserving of being accused of Having ulterior motives.

 

[PFWiz]

The was always a Chevy rep on the SS forum. They were very helpful when dealing with issues that the local dealers were not familiar with.

 

[Paulsr]

No connection to Genesis other than owning a couple of their cars.

I don't dismiss other's concerns but try to put them into proper perspective. I don't blame corporate for what dumb thing a local dealer did. I don't call all dealers bad when some are good. I know that auto dealers are independent businesses and the car maker has limited control.

I take responsibility for my actions and don't blame others.. I read the warranty so I have expectations. When an issue comes up, I read the manual to see if I am the problem or the car or dealer. Then a proper resolution can be had.

I respect other's opinions. I also look at what they are talking about. If they are unhappy with a clerk at Home Depot in Podunk, I don't assume that every clerk at every Home Depot is the same.

I recently replied to a post where someone did not like a particular situation. He said it is a design flaw but for many of us it is a design feature. I may not like very feature but the ones I dislike are not necessarily a flaw. There may be a logical reason and I try to understand it. Once I do, it may become a feature.

A corporate representative on a forum can be good but can also make things worse, even create some liability.

You also have a choice if you hover your mouse over the box with the poster's name. You can choose to follow or ignore anyone you choose. Either way, it does not change my life but may help yours.

Ed, I for one appreciate all of the help you have given to me another's on this website.

 

[EdP]

Ed, I for one appreciate all of the help you have given to me another's on this website.

Thank you. I try to help and yes, I can be a bit blunt at times and not everyone appreciates that but some do.

I've learned a lot from others here too. Many good people.

 

[MrMegadeth]

In the Alfa site, when I had my Giulia, there was a corporate representative.... They helped as much as they hurt.

 

[skipgen]

In the Alfa site, when I had my Giulia, there was a corporate representative.... They helped as much as they hurt.

I'll bet he got an earful from some Quadrifoglio owners... Although, I've heard that the 2.0L's seem not to have nearly as many problems.

 

[skipgen]

Genesis cars are still serviced by Hyundai dealers (at least around here) and explains a lot.

Same here in Houston, at least at the one nearest me. If you bring in a Genesis with an appointment, they're at least a little more polite to you while explaining it will be at least an hour before anyone can even look at it.

Meanwhile, you'll have to sit in the Hyundai "chicken bus" with everyone else. Or take your free water & walk over to the Genesis showroom and sit in a G90 and play with the gadgets and look at brochures until you're tired of talking to the sales guy.