Please alleviate concerns with Genesis Dealer Network

[BFerrar]

Mcc said:
What do you think they should be doing?
----------

1) Clear communication and consistency about what is and is not within warranty. I've called multiple dealers on warranty issues and been given opposite responses - way too many times. I've been told "no it is not covered" by a dealer and then I called the Genesis warranty 800 # and been told "yes it is covered." Then I've gone back to the same dealer and have again been told "no it's not." It's like working with children.

Then after one complains enough, the dealers simply refuse to return your calls. I have even escalate issues to the regional service reps and the dealers refuse to abide by their recommendations!

2) If somebody is more than an hour away from a Genesis dealer, and concierge service is not avail., authorize the local Hyundai dealer to honor the Genesis warranty. Otherwise you create an unnecessary additional hassle for your customers.

3) Empathy. Put yourself in your customers' shoes and treat them as you would like your own family treated.


BTW, I put 200K miles on my Hyundai Tucson, passed it down through three family members in two states and always, ALWAYS!! received better service from the Hyundai dealerships than I have from Genesis dealers.

 

[Husker46]

I have had similar experiences with my 2022 G70. First service done by local dealer that I did not buy from. Bought from dealer 100 miles away and I think they would have had a better service experience.

I scheduled first service through the Genesis app, but when they didn't show up, I called them. They did not get notice of appt. I drove to the dealer close by and they did their best to service it. They dropped me off at home and picked me up when it was ready. No loaners available so no concierge service.

I love the car but am willing to deal with a service process that is less than what was promised at purchase. They really did try hard to accommodate me but are still building the premium service component.

Wife has an Acura and they have the upscale service experience down.

 

[Mcc]

The first thing I can think of is communication, with its dealers or lack of it. Not returning calls or forwarding messages. Failure to accurately coordinate appointments made by the customer that never get to the dealer. Poorly trained Customer Service reps for a start.

When you said Genesis thought you meant corporate. These are not things under corporate control. Each individual dealer needs to clean up their own act.

 

[ckon]

When you said Genesis thought you meant corporate. These are not things under corporate control. Each individual dealer needs to clean up their own act.

I do mean Corporate.

 

[Mcc]

I do mean Corporate.

So just how does corporate control these dealer issues? And please don’t say take away their franchise.

 

[ckon]

So just how does corporate control these dealer issues? And please don’t say take away their franchise.

One of the troublesome ways is with lousy communication with the dealers and customers as stated above. Lost appointments from the Concierge, unreturned calls, etc.

 

[stevebeaugrand]

fwiw, ive yet to have a bad experience with Genesis. From shopping for a g70 in Tampa area, the couple dealerships in denver, and ultimately where i purchased in tulsa ok, to service with a dealer in denver. My closest dealer is ~45 miles away, ~1hr drive no traffic, and for both of my oil changes, they have come and picked up the car, left me with a new g90 the 1st time and a new g80 the 2nd time at my house, and brought my car back to where ever i was when it was done (a restaurant the 1st time, work the 2nd)

for every bad genesis story, there is also a good one.

I also have experience with BMW, Audi, Ford, Chevy and Dodge/Ram dealerships, and Ive had good and bad experience with them. last time i had my BMW in for service, I had to uber from the dealership because they wouldnt drive me the 1 mile home. That was the final straw with the BMW, along with the tons of issues I had once it was outside of warranty, and why I sold it and picked up the G70.

this is interesting to me as the dealers here in Tampa are refusing to Valet my car due to a distance of 20 miles.

 

[BFerrar]

So just how does corporate control these dealer issues? And please don’t say take away their franchise.

It doesn't have to be The Stick. In fact, threats and punishment are generally counter-productive. Especially if you are Genesis and need every dealer you can sign up!

The Carrot is far more effective when managing independent channel partners anyway. Generally incentives can be used to help drive channel behavior. For example, access to inventory (especially now), hero vehicles in particular, incentive $'s on the back end, co-marketing funds, training credits, etc. There are probably some triggers which can be managed. One would be absolutely foolish to launch a new brand and a new channel in the US and not have such items built into your agreements. Genesis doesn't strike me as a foolish company...merely overextended here in the States.

 

[JohnJ]

I have had my 2019 G70 for 4 years and 100K miles now. I am considering a GV70, but unfortunately, the main hesitation is the dealer network Genesis has is so poor. It's really a big part of my decision, despite the stellar quality my G70 has had. During the warranty period, I quickly discovered the concierge service was a joke with no service calls to my home and no loner cars available. But the big cause for concern was a couple months ago when my brakes started loosing power, the service light went on, cruise control didn't work, and neither did any of my other safety features. It took 4 weeks to get an appointment at Bedford Genesis, brought my car in on a Saturday at 11am, the first thing they did was to check the diagnostics, a $179 charge right off the bat. It wasn't until over 3 hours later that someone came out and told me there was a leak in the break line. Because they were getting ready to close, they did not have time to see exactly where the leak occurred and because of safety issues, pushed me very hard to leave the car there. I could tell right away this had all the makings of a financial disaster and had to get the manager to get my car back to me. I would gladly risk having to push down on the brake pedal hard over leaving it there. It turned out I made the right choice. Despite being prioritized, they were not going to be able to get me in for another couple weeks. In two days, I was able to get in to see my local mechanic. He put the car on the lift, saw the wet spot where the line connects to the front left brake and in 20 minutes, had a connector ordered. It did take 3 weeks for this connector to come in, but it was a pretty easy fix and my car is running perfect again. If I would have left the car at the Genesis dealer that day, it would have cost me over a $1000 in car rental fees, and I am sure double the price of the repair. Genesis is great at copying the other luxury cars styles, why don't they copy their service model!!