Now with SUV's Brand Need Upgrade Dealer Experience

[GarnetTy1473]

You have to wonder WHY Genesis corporate would not be INSISTING that dual dealers HANG A GENESIS SIGN OUT FRONT and advertise in newspapers. Can you shed some light on that?

You got me. I know dealers have to meet certain criteria in order to get all of the available hold back money on the vehicles. Whether a sign is part of that, I don't know. I just know the criteria we have to meet back in parts and service.

 

[tarhoosier]

I do not need a sign. I need courteous sales and service and following the Genesis promise which is what I experience at my selling dealer who has no sign or separate facility. The other dealer here is a much larger volume store and I felt I was culled from a crowd and shuttled to a salesman who had 15 minutes in his booth or he would cut me loose. Service was similar. Parts was nicer as I ordered a paint pen and he gave it to me, no charge.
I went with the smaller store and never looked back.

 

[PMCErnie]

I do not need a sign. I need courteous sales and service and following the Genesis promise which is what I experience at my selling dealer who has no sign or separate facility. The other dealer here is a much larger volume store and I felt I was culled from a crowd and shuttled to a salesman who had 15 minutes in his booth or he would cut me loose. Service was similar. Parts was nicer as I ordered a paint pen and he gave it to me, no charge.
I went with the smaller store and never looked back.

What’s your explanation for your great dealer being too cheap, lazy, or stupid to put out a Genesis sign?

 

[PMCErnie]

You got me. I know dealers have to meet certain criteria in order to get all of the available hold back money on the vehicles. Whether a sign is part of that, I don't know. I just know the criteria we have to meet back in parts and service.

Thanks. I’m stumped too. I asked the GM of my dealer. He said they hoped to be opening a separate Genesis building “someday,” but didn’t answer my question about the lack of even a small Genesis sign outside. Car dealers always have vinyl signs flapping in the breeze outside. My Hyundai dealer has been selling Genesis since day one in ‘08. NEVER HAVE THEY PUT A GENESIS SIGN OUTSIDE.

 

[Gurgeh]

This problem is probably why Genesis is developing programs to allow its customers to never have to step a foot in a Hyundai dealership through its Concierge program (having a vehicle delivered to your home to test drive) and Valet services (allowing customers in certain locations to have servicing done by having someone drop off a loaner and pick up your own vehicle from your home). Many other auto dealerships are doing some of these things to keep sales up in the midst of the Covid-19 pandemic, but Genesis' more comprehensive efforts seem in part an effort to make lemonade out of the fact that they remain captive of a Hyundai dealership situation that overall does not match the kind of buying and service experience existing luxury car owners have come to expect.

 

[Backslack]

This problem is probably why Genesis is developing programs to allow its customers to never have to step a foot in a Hyundai dealership through its Concierge program (having a vehicle delivered to your home to test drive) and Valet services (allowing customers in certain locations to have servicing done by having someone drop off a loaner and pick up your own vehicle from your home). Many other auto dealerships are doing some of these things to keep sales up in the midst of the Covid-19 pandemic, but Genesis' more comprehensive efforts seem in part an effort to make lemonade out of the fact that they remain captive of a Hyundai dealership situation that overall does not match the kind of buying and service experience existing luxury car owners have come to expect.

While you aren't wrong, Genesis uses their concierge/valet service in other markets as well such as Canada and Austrailia. The difference is that they have no actual dealerships there (not even ones connected to Hyundai) and rely on boutique shopping center showrooms like Tesla to show off their cars, with an emphasis on online sales. Even if they're successful in setting up their own dealerships in the U.S., the valet model will likely still stick with the brand as the primary means of servicing. COVID is only accelerating this.

 

[haslamk]

While you aren't wrong, Genesis uses their concierge/valet service in other markets as well such as Canada and Austrailia. The difference is that they have no actual dealerships there (not even ones connected to Hyundai) and rely on boutique shopping center showrooms like Tesla to show off their cars, with an emphasis on online sales. Even if they're successful in setting up their own dealerships in the U.S., the valet model will likely still stick with the brand as the primary means of servicing. COVID is only accelerating this.

Excuse me if I read that message wrong, but I'm from Ontario, Canada (Toronto area) and we have a few dealerships (all linked to Hyundai, unfortunately). The dealer I bought mine from last week is currently in a temporary location while they build a new "Genesis" dealership. That said, I really hope the Genesis network builds because I cannot take advantage of concierge service as I live too far away from the dealer. The maximum distance for the pickup/drop-off in Canada is 50km (31 miles) and the nearest dealer to me is 100km (60 miles) away. As you stated, we do also have boutique showrooms in malls, and the Toronto airport.

 

[Backslack]

Excuse me if I read that message wrong, but I'm from Ontario, Canada (Toronto area) and we have a few dealerships (all linked to Hyundai, unfortunately). The dealer I bought mine from last week is currently in a temporary location while they build a new "Genesis" dealership. That said, I really hope the Genesis network builds because I cannot take advantage of concierge service as I live too far away from the dealer. The maximum distance for the pickup/drop-off in Canada is 50km (31 miles) and the nearest dealer to me is 100km (60 miles) away. As you stated, we do also have boutique showrooms in malls, and the Toronto airport.

Genesis doesn't consider those dealerships, but "distributors". They don't maintain any actual inventory, and this is the first time I've seen any mention of an actual physical Genesis dealership in Canada.

Genesis on track to add 30 'distributor locations' in Canada

The Genesis sales model used in Canada is being watched closely by the brand’s top brass. “We're learning an awful lot as a global organization on just how much the Canadian leadership was listening to the customer," says Mark Del Rosso, CEO of Genesis Motors North America.

canada.autonews.com

Genesis Canada is on track to open a total of 30 distributor locations across Canada before the end of calendar year 2021, which will be located in partnership with and proximity to established Hyundai dealers.

The Genesis brand launched in Canada three years ago with an entirely online model for scheduling test drives, ordering vehicles, booking service and home- or office-based delivery for customers.

Richard Trevisan, brand director of Genesis Canada, told Automotive News Canada that customers began asking for locations where they could interact with the vehicles before committing to a purchase. These locations, which are labeled internally as “distributors,” will not maintain inventory but are instead intended to be conveniently located product demonstrations hubs.

“You shop online, but in the end a car is something that you have to experience,” Trevisan said. “You have to sit in it. You have to experience the fit and finish and then drive it.”

To date, Genesis has opened 22 such locations in Canada, including boutique locations at the Square One shopping centre in Mississauga, Ont., and in the Montreal suburb of Laval. The brand also has an experience centre at Toronto Pearson International Airport.

 

[Gurgeh]

Genesis doesn't consider those dealerships, but "distributors". They don't maintain any actual inventory, and this is the first time I've seen any mention of an actual physical Genesis dealership in Canada.

Genesis on track to add 30 'distributor locations' in Canada

The Genesis sales model used in Canada is being watched closely by the brand’s top brass. “We're learning an awful lot as a global organization on just how much the Canadian leadership was listening to the customer," says Mark Del Rosso, CEO of Genesis Motors North America.

canada.autonews.com

Hmm... Wonder if Genesis should have taken the same approach in the U.S. So, if there technically are no Genesis dealerships in Canada, who handles maintenance? I assume Hyundai dealers. If that's the case, the only real difference is that no inventory is maintained and you aren't subjected to having to visit a Hyundai dealership during the initial purchase process.

 

[haslamk]

Hmm... Wonder if Genesis should have taken the same approach in the U.S. So, if there technically are no Genesis dealerships in Canada, who handles maintenance? I assume Hyundai dealers. If that's the case, the only real difference is that no inventory is maintained and you aren't subjected to having to visit a Hyundai dealership during the initial purchase process.

Right now, my dealership is Hyundai / Genesis, but I'm not sure if their new build that they're working on is solely "Genesis". Probably just a bigger location for both companies. I'm just hoping we get one closer to me soon, I have a Hyundai up the street but they don't service Genesis as of yet.

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[cdpratt69]

We do print, tv, and billboard advertising for Genesis. We are also the highest volume Genesis dealer in their Central region. We typically sell as many Genesis in a month as the other 4 dealers in Indy do combined.

I think my car may have come from your dealership

 

[YEH]

Hmm... Wonder if Genesis should have taken the same approach in the U.S. So, if there technically are no Genesis dealerships in Canada, who handles maintenance? I assume Hyundai dealers. If that's the case, the only real difference is that no inventory is maintained and you aren't subjected to having to visit a Hyundai dealership during the initial purchase process.

Can't because of state franchise laws.

 

[ckon]

You have to wonder WHY Genesis corporate would not be INSISTING that dual dealers HANG A GENESIS SIGN OUT FRONT and advertise in newspapers. Can you shed some light on that?

Good point. I’ve spent a lot of time tryin’ to figure that out, too.

 

[MJLx2]

I’d like to underscore the “premium car buyers want a premium car dealership experience “ issue with a couple of points.
First, with the introduction of the 2021 models pricing for the top trim levels of the G80 and GV80’s brings a buyer into the mid-levels of the German competition. I fully acknowledge that the upper trim levels of the Genesis vehicles have a lot more content and features vs the mid-level Germans. But, here’s the rub IMHO - with the new G80 and GV80’s top trim levels pushing $70,000, a premium car buyer can get a nicely equipped German competitor vehicle. No, the German vehicle won’t be fully loaded like the Genesis at that price point. But they won’t be the base models either. They’ll likely have most of the features most people want. Not everything the topped-out Genesis has, but enough to give a buyer pause when considering Genesis vs the competition. ESPECIALLY when considering the dealer experience and resale values.
Lincoln has a similar problem with Ford dealers being the primary host dealers of its brand. You basically get a Ford dealership sales and service experience when buying / owning a Lincoln. Not bad, but not Lexus either.
Next, the concierge argument as regards offsetting the Hyundai dealership experience works well for routine maintenance. But for issues that are not easily solved or are benefited by interacting with a service manager .... well, you’re back full circle with what may or may not be a good dealership experience. And, for those difficult to solve Genesis problems you run a much higher likelihood that the dealer isn’t familiar with the issue since the volume of Genesis sales per dealer is so very low compared to its Hyundai sales. In this area I speak from experience as two different dealers have yet to solve my 29-33 mph vibration issue. And, this includes me having purchased new OEM Michelin tires with only 12,000 miles on the car. The dealers are courteous but I always get “we’ve never seen this problem before “ ... and still the problem exists. Maybe Genesis regional service management or corporate could help with these problems, but that hasn’t been my experience. Frustrating.
So, when you put the mid-level German pricing of the new top Genesis G series vehicles with the generally not so premium level dealer experience, yeah I think it will cause people to think a bit longer on buying a top-trim Genesis. I know I’ll at least consider a 540 and A6.

 

[FirojK1]

We do print, tv, and billboard advertising for Genesis. We are also the highest volume Genesis dealer in their Central region. We typically sell as many Genesis in a month as the other 4 dealers in Indy do combined.

 

[PMCErnie]

We do print, tv, and billboard advertising for Genesis. We are also the highest volume Genesis dealer in their Central region. We typically sell as many Genesis in a month as the other 4 dealers in Indy do combined.

Great. So why didn’t you put some free advertising in your post?

There’s a big difference between selling and marketing.

 

[tarhoosier]

We do print, tv, and billboard advertising for Genesis. We are also the highest volume Genesis dealer in their Central region. We typically sell as many Genesis in a month as the other 4 dealers in Indy do combined.

I *believe* this poster is quoting garnetTy1473, a parts manager in the Indianapolis area and active on this site. His post with this information was from some time ago and not worth my time searching for it but I recall the content. I grew up in Indy so recall those posts.

 

[Clark Kent]

I guess my experience wasn't unique. I've owned both an Acura and a Lexus. Their showrooms were bordering on luxurious. The Genesis salesman didn't even offer me a water. Calls to new car sales went to VM and never returned. They had the only 2021 model and color I wanted within miles so I bought it. In the old days, dealers hoped for repeat business and acted like it.

 

[ryan_g]

I guess my experience wasn't unique. I've owned both an Acura and a Lexus. Their showrooms were bordering on luxurious. The Genesis salesman didn't even offer me a water. Calls to new car sales went to VM and never returned. They had the only 2021 model and color I wanted within miles so I bought it. In the old days, dealers hoped for repeat business and acted like it.

I posted this in another thread earlier this week, but it stand-alone dealerships are coming! The first one I’ve seen just opened last week in Santa Monica and it’s actually quite nice. And can confirm I was offered a water