Not happy with 1st need for service issue

[darrell]

The Steering wheel power tilt & telescope limit switch needs replacing on my 3 month old Genesis. My Dealer service department says the part is back-ordered nation wide. So I'm left driving a car for over 3 weeks now that is becoming increasingly uncomfortable due to a steering wheel squeezing my lap.

The Genesis sedan is a fine car and I can deal with a few problems over the coming years if service is decent. What I will most likely find difficult to tolerate is poor service. It is difficult to understand why Hyundai dose not have adequate stock of limit switch parts since this seems to be a fairly common issue for some.

The past 10 years spent driving a Lexus and never had to deal with anything like this. Little ever broke but if it did Lexus fixed it immediately.

Genesis is a nice enough car to compete with many other lux cars, but only if Hyundai can provide decent service.

 

[WheelerGuy]

I agree with you completely. Upon purchasing my Genesis, I tried to get both the National Hyundai Service and the Hyundai dealership's Service dept to help me with a steering column issue. They were absolutely no help whatsoever. They didn't even put in a minimal effort to help me.

My wife owns a Lexus, and I previously owned an Infinity. Both of these companies treat their Service customers like royalty. We've gotten used to free rental cars, free replacement of noncovered parts, and just overall great customer service experiences.

Unfortunately, I'm afraid that we'll never see that type of thing from Hyundai. They'll put us right in line with the $9,000 Hyundai Accent purchasers. What good is a 5 year warranty if you're waiting two weeks for a simple part with no alternative mode of transportation provided by the Service department? I guess we get what we pay for.

 

[MrB0462]

Hey guys its a car, take a chill pill it's not the end of the world.

 

[STREETS]

Hey Lexus is in no position these days to bark quality.
I would have dealer take switch off another Genesis in stock or give you loaner if steering wheel is a safety concern.

 

[tjc78]

My steering wheel has a mind of its own too. It always resets lower than its supposed to. I am going to ask the dealer to disable the "easy exit" function so it just stays where I set it. I know on tech package vehicles you can set this through the DIS but my car doesn't have tech.

 

[darrell]

Hey guys its a car, take a chill pill it's not the end of the world.

It is just a car but it is also my "TIME" that is consumed dealing with inadequate automotive service due to a lack of parts.

My opinion of the Genesis is pretty high and I expect to have a few service issues over time. I also expect Hyundai to correct any problems whenever they might occur and limit inconvenience to its customers.

Hopefully Hyundai See's the value in providing good customer service also.
In this thread I am sharing my first experience requiring corrective service which so far is not good.
I would like to think my experience is just an anomaly and others have a much better experience.

 

[dataguy]

Hyundai recently updated the TSB on the tilt limit switches to include more vehicles, so my guess is that demand is outstripping supply. Not sure why they aren't shipping more of these parts considering that, but it's somewhat par for the course when the parts house is in Korea. Since the Genesis is a low-volume car, not sure whether they're having to build more of these parts than they had projected to.

 

[tjc78]

To me I think that the power steering wheel is always going to be an issue. I know its nice that it swings up when you get out of the car, however, that puts un-needed use on the motor, gears, etc. On my previous cars (without power) I set the steering wheel to where I like it and don't touch it. The same goes for the power seats that go backward when you shut the car off.

 

[Sayantsi]

Every car has its issues - they are the most complex machines most people ever interact with, and things will go wrong. The issue is, Hyundai made a big deal about going upmarket and ensuring higher customer satisfaction, and while that seems to have worked to some extent with sales, the service departments at Hyundai dealerships have a remarkably spotty record for quality and customer service.

Its one thing to get new customers into your new car like Hyundai has done, but with poor service, you will not keep those customers. With the large number of Genesis owners that tried Hyundai from a "luxury" brand, there is little impetus to remain with Hyundai for their next car purchase if the service is bad. If Hyundai wants to keep those customers that it worked so hard to get, it really needs to enforce better customer service than current owners receive.

When Toyota introduced the Lexus brand, it wasn't just a new car but a whole new sales/service experience - it won a lot of loyalty based on treating its customers well. Across any industry, those companies with good track records for customer service are typically considered the best in their markets.

 

[JDC]

Same issue on the Vera Cruz with the steering wheel adjustor switch. They had to order it, took about a week - this was sevral months ago, I think before the larger TB.

So had to make a second appointment for the final install. No big deal. Seems to happen with most of the Vera-Cruz servicing requiring any parts, eg radio, Ipod converter, so far.

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[Sayantsi]

The past 10 years spent driving a Lexus and never had to deal with anything like this. Little ever broke but if it did Lexus fixed it immediately.

One big intrinsic value of companies like Lexus, Audi and the rest - if a customer has a small issue - it doesn't matter how it happened - the dealership will take care of it - keep the customer happy. I don't get hat with my Hyundai service department - even little things have been a fight or big discussion.

I too need to have my steering cable replaced, brought the car in initially, and the service dept stated it had to order the part. Never called me back, but when I pursued it they said they had it. Next time I brought the car in, the part wasn't there, it had to be reordered... huge waste of my time. Since my dealership doesn't supply loaners or offer any decent concierge, I have to figure out how to carve a few hours into my day to get a warranty/TSB fix. I know its specific to my dealership but I think its also indicative of a poorly trained and incapable service fleet across most Hyundai dealerships.

I don't expect the car to be perfect, but I do expect competent service and some support after the sale.

 

[esulto]

It is just a car but it is also my "TIME" that is consumed dealing with inadequate automotive service due to a lack of parts.

My opinion of the Genesis is pretty high and I expect to have a few service issues over time. I also expect Hyundai to correct any problems whenever they might occur and limit inconvenience to its customers.

Hopefully Hyundai See's the value in providing good customer service also.
In this thread I am sharing my first experience requiring corrective service which so far is not good.
I would like to think my experience is just an anomaly and others have a much better experience.

Well said Darrell.....you don't sound like you want to be pampered....just service the car the right way!....Good luck!!!

 

[ck2118]

I'm having the same issue. Steering wheel is stuck in the lowest position. I have to keep my legs opened wide because they will not fit under the wheel. Not too much of a hassle given that I drive like that anyways. However, what does bother me is that the top of the wheel completely blocks the speedometer. I have to look around the wheel to see my speed.

I called the service department up several weeks ago and was told the part was in stock and should be an easy fix. Scheduled an appointment, took extra time off at lunch and drove out there. To my dealerships credit, they did offer me a Genesis loaner that I drove back to work. I received a phone call about 5 hours later telling me that the part was not in stock and was backordered until the 22nd. Had to drive back out there during rush hour traffic... complete waste of time. I live and work in downtown Dallas and the dealership is in Carrolton. About a 30-40 min drive in traffic w/ some of the craziest/aggressive drivers outside of NYC.

I will call later today to find out what the status is. My previous car was a Jaguar and the service there was amazing... but they always gave me an inferior loaner... Chevy Malibu etc. I do like the Genesis-for-a-Genesis trade at my dealership so I'll cut them some slack but my patience is starting to wear thin. Great car but the service department could have given me a courtesy call before the appointment to cancel... which would have been fine.

 

[Sayantsi]

I wouldn't mind a "lesser" loaner - some used car on the lot - the fact that my dealership doesn't offer anything means I need to arrange things myself, which can limit the time I can take the car in.

 

[ASHDUMP]

So are some people having their steering wheel stuck in the lowest position? You can not manually hit the button up?

My car has the limit switch problem, but I usually just lift the wheel back up to where I need it. I'll bring it in one of these days, but like Sayantsi, my dealership doesn't give out loaner cars....

 

[ck2118]

ASH,

When I move the switch up or down, the wheel moves about 1cm in either direction. It does still go in and out though.

 

[JDC]

Once the switch fritz's, many times it will no longer move the column at all, of only very little...

leaving it's position up shit creek.

Eventually the one of the Vera-Cruz was about to fall out by the time we got it into service. It also seemed to effect the memory for the steering wheel position, as well.

All seems good since the replacement.

 

[Sal Collaziano]

Hey guys its a car, take a chill pill it's not the end of the world.

I think both the first poster and the second were calm and collected in posting their complaint.

Hey Lexus is in no position these days to bark quality.
I would have dealer take switch off another Genesis in stock or give you loaner if steering wheel is a safety concern.

Toyota/Lexus quality has suffered, yes - but service has not - and that's really what's in question here... I like your idea of taking the switch off another vehicle at the dealership.

Hyundai recently updated the TSB on the tilt limit switches to include more vehicles, so my guess is that demand is outstripping supply. Not sure why they aren't shipping more of these parts considering that, but it's somewhat par for the course when the parts house is in Korea. Since the Genesis is a low-volume car, not sure whether they're having to build more of these parts than they had projected to.

If Lexus (for example) had a customer who's steering wheel wouldn't move into a comfortable position as a result of a bad switch - and they didn't have the part in stock - they'd overnight it from Japan to satisfy the customer.

I'm having the same issue. Steering wheel is stuck in the lowest position. I have to keep my legs opened wide because they will not fit under the wheel. Not too much of a hassle given that I drive like that anyways. However, what does bother me is that the top of the wheel completely blocks the speedometer. I have to look around the wheel to see my speed.

I called the service department up several weeks ago and was told the part was in stock and should be an easy fix. Scheduled an appointment, took extra time off at lunch and drove out there. To my dealerships credit, they did offer me a Genesis loaner that I drove back to work. I received a phone call about 5 hours later telling me that the part was not in stock and was backordered until the 22nd. Had to drive back out there during rush hour traffic... complete waste of time. I live and work in downtown Dallas and the dealership is in Carrolton. About a 30-40 min drive in traffic w/ some of the craziest/aggressive drivers outside of NYC.

I will call later today to find out what the status is. My previous car was a Jaguar and the service there was amazing... but they always gave me an inferior loaner... Chevy Malibu etc. I do like the Genesis-for-a-Genesis trade at my dealership so I'll cut them some slack but my patience is starting to wear thin. Great car but the service department could have given me a courtesy call before the appointment to cancel... which would have been fine.

That does sound like a safety issue. Your dealership should take the switch from a car nobody is driving right now - and wait themselves for the new part to arrive. There's no reason you should be inconvenienced and driving a car with a safety issue because they'd rather sell a car on the lot with the switch you need.

Most dealerships don't provide the customer with an equal loaner when they're driving the top model. Rolls Royce does. But I don't know of any BMW 7-Series, Lexus LS460, Mercedes S-Class (or the like) loaners...

 

[darrell]

UPDATE: I made a call to my dealer service dept this morning July 22,2010 checking the part availability. The service manager reported the part is expected to be available "First part of next week" and he will call me to set up appointment when the part arrives.

I will report back when I receive the call and the fix is made.

 

[Sal Collaziano]

UPDATE: I made a call to my dealer service dept this morning July 22,2010 checking the part availability. The service manager reported the part is expected to be available "First part of next week" and he will call me to set up appointment when the part arrives.

I will report back when I receive the call and the fix is made.

Thank you for keeping us updated, Darrell.