Bad Not ready for prime time....

[art712]

Scheduled my G70 for its first service. As fate would have it, I blew a tire the night before. Tried the valet roadside assistant but never connected with anyone other than lengthy holds and dead air... Changed the tire myself in the rain. I was glad it has a spare tire at least. Showed up for my service the next day and was quite disappointed. Yes, its a Hyundai dealer that recently began selling Genesis but them not being up to speed but promoting the Genesis experience and service model is a real issue. Service advisor was disinterested in my "list" as he called it of issues I had identified. These included a lopsided hood needing adjustment, a license plate bulb assembly that was just dangling, the map update, a flaky head unit that would just reboot itself, and oh yes, the now flat tire. I left the car there and waited patiently for the shuttle service to take me to work, about 25 minutes. Got a call late in the day that the service was complete and that the tire was not repairable. The tire was special order and would not be available for 6 to 7 days. I asked about the other items and was told, "what other items?". Sigh.... I reminded him of the things I told him and he said he would call me back. An hour later another call and again "you're all set". I found a ride to the dealer from a co-worker and arrived at Service. He said the tire needed to be paid for upfront or he could not order it. I asked how much and he quoted $325 installed. Ok with that so far. Asked about the other items again and he said they did the best they could adjusting the hood but that they did not have the proper tools to really address it??? He said it looks better and let me know what you think... The license plate assembly he claimed was not broken after all and they reinstalled it. He said the dealership did not have access to the map updates yet and since mine was a 2019 the maps should be fine for a while anyway. Really?? I had already confirmed I had the older map set but I could tell this was not going to do much with this person. Of course, they could not replicate the radio issue so tough luck there. Finally, I asked about a loaner since the car still had the donut on and I was 60 miles from home. He said they don't offer loaners. I said even for Genesis vehicles and he said he thought they had one loaner vehicle but the sales guys always are using it so it was not available. I signed the charge slip for the tire and left with my donut spinning down the road.

Feeling betrayed and like a sucker, I called Corporate Genesis and they were of no help. "yes sir, we will add your statement to the comments section of your case" was the best they could muster. When I asked how a dealership could sell Genesis vehicles but not properly support them she said "well, many of the dealers are not up to standards yet so you need to hunt around for an established dealer." When I asked who near me was an "established dealer" she gave me a dealer in Connecticut. I live on Long Island in NY. Thanks for nothing...

While I like the car, for me, this exposes the true weakness in the Genesis brand. You will be receiving service equivalent to a Hyundai Elantra, not a 50K dollar BMW fighter. Until they fix that they have no hope of truly competing with the Germans.

 

[Trousers]

Damn, that sucks. I'm strongly considering getting a G70 and that story is not giving me a warm fuzzy. I live in a smallish town with a new Genesis dealer and I am wondering if I would get the same treatment as you... or worse.

 

[art712]

Damn, that sucks. I'm strongly considering getting a G70 and that story is not giving me a warm fuzzy. I live in a smallish town with a new Genesis dealer and I am wondering if I would get the same treatment as you... or worse.

It's definitely something to consider. The problem is the car is so damn good that at this point, I guess I am willing to put up with it. That's the other edge of the sword, great car at a competitive price for the segment but bland service despite all the hype of an "owners experience". I don't know who is running the Genesis brand campaign but they are asleep at the switch on execution. Someone needs to listen more to the owners and get things consistent in the after purchase experience. The product is extraordinary but even at a competitive price, the service and perks of ownership at that price point become just as important. Ask questions of the dealer and press them on their ability to deliver the advertised owners experience. If they seem on top of things or at least are honest with "ramping up" but will do whatever it takes, don't be dissuaded from considering the G70, it is pretty awesome.

 

[EdP]

Damn, that sucks. I'm strongly considering getting a G70 and that story is not giving me a warm fuzzy. I live in a smallish town with a new Genesis dealer and I am wondering if I would get the same treatment as you... or worse.

Talk to some customers. Yes, there have been some bad experiences reported but also some good ones. Don't let the experience of someone hundreds of miles away be the influence. I went to the grocery store yesterday. The bagger squashed my loaf of bread, therefor, never buy bread at the grocery store because it will be squashed.

There are 400 independent dealer and 400 different experiences. Ask about yours.

 

[MrMegadeth]

I keep trying to sell my parent's on a G70 for their next car (to replace an IS350) and they have heard horror stories about the only Genny in San Antonio, TX. *sigh*

Their neighbor went and the sales-person told them they'd be dumb for buying a Genesis when the Hyundai was cheaper and better, anyway....

OP, sorry about your experience. In Houston we have 5, so far I found a good one that I like, no idea about if they are considered to be "established" or not. Keep trying. The car is worth a few growing pains.

Also, rest assured that most of us have felt your pain but haven't given up yet. Unlike, my Alfa, Genesis corp seems to want to get better.....

 

[art712]

I am certainly not trying to dissuade people from buying what is a truly great vehicle. I am only stating one persons experience that seems to mirror many others and should raise some concerns. At the minimum, ask questions and get a comfort level for the dealers ability to deliver the Genesis Experience as they advertise and promote it. Below is copied straight from their website:

GENESIS EXPERIENCE
AT YOUR SERVICE.

True luxury is about the complete experience. Designed around real
needs and wants, respecting how you actually live. This is the Genesis
Experience, our thoughtfully crafted suite of owner benefits.

I am just a person that expects to receive what they pay for, particularly when the price is near 50K. I don't think that is unreasonable, particularly if you have emphasized certain benefits that lead you away from the competition.

 

[OMG70]

Talk to some customers. Yes, there have been some bad experiences reported but also some good ones. Don't let the experience of someone hundreds of miles away be the influence. I went to the grocery store yesterday. The bagger squashed my loaf of bread, therefor, never buy bread at the grocery store because it will be squashed.

There are 400 independent dealer and 400 different experiences. Ask about yours.

And it seems that the majority of them don't give a shit about their customers. Blah blah blah about the negative reviews speaking louder, I get that. Nonetheless, even corporate is saying there's a massive problem with their dealers not offering an acceptable level of service.

At the price, the car is worth whatever you end up paying for it when you consider that the German equivalents offer nothing in terms of free services/valet, but you do get a loaner and generally get treated like a luxury car owner. Poor service should be the exception (as is with other luxury car dealers) rather than the standard (as is with Genesis)

 

[EdP]

And it seems that the majority of them don't give a shit about their customers. Blah blah blah about the negative reviews speaking louder, I get that. Nonetheless, even corporate is saying there's a massive problem with their dealers not offering an acceptable level of service.

You bring up an important point. Corporate is aware and they have brought on a new guy to take charge of the dealer so that may help get it moving. Once the SUVs are in the showroom they may be able justify stand alone facilities.

We all have different experiences. Mine with 3 different Hyundai/Genesis dealers over 13 years has been acceptable, obviously from stories here others have not. Same as other brands where I've had poor experiences too. Check out your local dealer.

 

[Trousers]

I'm going to the local dealer on Monday to test drive the only 2019 G70 3.3t Sport they have on the lot. It is black and my least preferred color. Since Monday is the last day of the 0% financing incentive, I'll see how much they are willing to deal.

I'll be sure to ask questions about servicing and what they offer.

 

[EdP]

I'm going to the local dealer on Monday to test drive the only 2019 G70 3.3t Sport they have on the lot. It is black and my least preferred color. Since Monday is the last day of the 0% financing incentive, I'll see how much they are willing to deal.

I'll be sure to ask questions about servicing and what they offer.

If you can, go in the service entrance and stop in at the waiting area. Have a seat, relax, start a conversation with others waiting. More honest than anything the salesman will tell you.

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[FStephenMasek]

The Hyundai dealership nearest my home in southern California is also a long-time Cadillac dealership, so it may be better. I'm looking forward to driving the SUV when it comes out later this year.

 

[PerfN3rd]

Damn, that sucks. I'm strongly considering getting a G70 and that story is not giving me a warm fuzzy. I live in a smallish town with a new Genesis dealer and I am wondering if I would get the same treatment as you... or worse.

Exactly. I'm admittedly a bit less confident in purchasing the G70 Sport 3.3T I've intended to buy now. :/

 

[FStephenMasek]

The other related problem is that these will be relatively rare vehicles, so parts and service expertise will also be rare. The opposite will be true with a BMW - plenty of parts and plenty of expertise, and the X models are made in the USA (I've visited the factory). Even the Ford Mustang Mach E I'm considering, while an all-new model, will have plenty of dealers and Ford is already training them. This Hyundai effort looks great in photos, but they need to provide superior everything at this price level, even if that means losing money for a few years while they establish the standalone Genesis dealerships (or upgrade the Hyundai dealerships, maybe an even better approach).

 

[TinsleyC]

Exactly. I'm admittedly a bit less confident in purchasing the G70 Sport 3.3T I've intended to buy now. :/

I would talk to the salesperson and to a service advisor and be frank with them. Ask them specifically if they offer the valet service (they should) and how it works. Ask about what kind of loaner they will give you (it should be a Genesis) and if you have the option of dropping your car off, or using the valet service.

My salesperson beat me to it, he explained it all as part of the sale. He went as far as saying that sometimes they get busy and the valet service might take a few days in the queue, to not expect them to deliver me a car in an hour's notice.

If they look at you like you're crazy, just walk out.

 

[KyJoe340]

So far my G70 has been perfect and I'm just in love with this car but I also bought a 2020 Tucson about 6 weeks ago that has been a service nightmare. I have little confidence that my G70 could be fixed under warranty by my dealer if something comes up. I guess we're all a product of our experiences and I'm sure many have had good service but for me NO MORE HYUNDAI!

 

[TinsleyC]

I'm really hoping mine just doesn't need ANY service. Also hoping my Base model is a bit more simple (less to break) and that's a plus on my side.

 

[ryan_g]

The Hyundai dealership nearest my home in southern California is also a long-time Cadillac dealership, so it may be better. I'm looking forward to driving the SUV when it comes out later this year.

Allen Genesis in Laguna Niguel? I've had a couple interactions with them and all have been extremely unprofessional on their end. I'd advise you to consider Tuttle Click Genesis in Irvine instead, even if it's a bit farther. I typically use Genesis of Huntington Beach and they've been great, though it seems that may be a bit on the far side from you.

 

[Andyj]

Not good to hear about unprofessional interactions with Allen Genesis in Laguna Niguel. They're my local dealer and where I bought our 2015 cpo. Can you elaborate on your experience?

 

[ryan_g]

Not good to hear about unprofessional interactions with Allen Genesis in Laguna Niguel. They're my local dealer and where I bought our 2015 cpo. Can you elaborate on your experience?

Extremely unprofessional may be a bit of an exaggeration, but they've left a bad taste in my mouth. It's just been with their service department, specifically when I requested valet service for my car. When I told them where I lived, which is only about 25 minutes from their dealership, the woman on the phone had to "check with the service advisor to see if we can go that far." The official Genesis policy is that valet service is required by dealers to customers within 50 miles or an hour of driving, so I was a bit surprised, but figured it would be a non-issue and that she just didn't really know what the policy was. Instead, she came back on the line and told me they wouldn't pick up my car. After telling her what I thought the official policy was, she asked if I wanted to speak to the service advisor, and put me on hold to be transferred - a transfer that never happened, even after the phone being re-answered twice by random technicians. I ended up calling Genesis Connected Care to confirm the mileage policy, which they did, and they put me on hold to get the Laguna dealership on the phone to ask them why they wouldn't valet my car. When they did this, the service advisor hung up on them! So, the representative made a note in the dealership's file about how poor the service was, which can affect whether or not Genesis allows them to continue as a dealership in the future. I actually ended up leaving a Yelp review as well, which the dealer responded to by trying to defend themselves (condescendingly, I might add) but really essentially saying that they don't have the resources they need to operate a Genesis franchise per Genesis' requirements (to which I ask myself: then why are you?). It really seems like they couldn't care less about my experience.

I'm just passionate about this brand and want to see it succeed, and it pisses me off that dealers like this exist and are really hurting the customer experience, so I want to support the ones that actually provide some semblance of the Genesis brand promise.

 

[OMG70]

Extremely unprofessional may be a bit of an exaggeration, but they've left a bad taste in my mouth. It's just been with their service department, specifically when I requested valet service for my car. When I told them where I lived, which is only about 25 minutes from their dealership, the woman on the phone had to "check with the service advisor to see if we can go that far." The official Genesis policy is that valet service is required by dealers to customers within 50 miles or an hour of driving, so I was a bit surprised, but figured it would be a non-issue and that she just didn't really know what the policy was. Instead, she came back on the line and told me they wouldn't pick up my car. After telling her what I thought the official policy was, she asked if I wanted to speak to the service advisor, and put me on hold to be transferred - a transfer that never happened, even after the phone being re-answered twice by random technicians. I ended up calling Genesis Connected Care to confirm the mileage policy, which they did, and they put me on hold to get the Laguna dealership on the phone to ask them why they wouldn't valet my car. When they did this, the service advisor hung up on them! So, the representative made a note in the dealership's file about how poor the service was, which can affect whether or not Genesis allows them to continue as a dealership in the future. I actually ended up leaving a Yelp review as well, which the dealer responded to by trying to defend themselves (condescendingly, I might add) but really essentially saying that they don't have the resources they need to operate a Genesis franchise per Genesis' requirements (to which I ask myself: then why are you?). It really seems like they couldn't care less about my experience.

I'm just passionate about this brand and want to see it succeed, and it pisses me off that dealers like this exist and are really hurting the customer experience, so I want to support the ones that actually provide some semblance of the Genesis brand promise.

Just to add my perspective. I bought my car from them and have taken it to them a couple times for service. I get the feeling that they don't take much pride in their work. I mentioned some brake vibration and they resurfaced my front rotors, but when I brought it back saying I still felt some of it a couple weeks later, they said "okay, we'll resurface the back ones." Not sure if any testing was done or even a test drive after each of these events.

Other than that, I haven't had anyone be specifically rude to me. Also, DO NOT let them wash your car if you intend to keep it.