Service From Non Purchasing Dealer

[tompass]

Anyone have any negative experience getting warranty work done at a dealer from which you did not purchase your Genesis?

 

[dg_moore]

Not with my Genesis, but my previous car was an Azera that I purchased from a distant dealer. I went to my local dealer for warranty service and scheduled maintenanace and they treated me very well - that's one reason I bought my Genesis from them when the time came. There's no need to take your car to any particular dealer for service. If you find one you like better than others, use them.

 

[tompass]

Thanks Dave. The dealer that I purchased the car from is pain to get to and have a competing dealer about 5 miles from my house. Hopefully they will be accommodating.

 

[Mark_888]

Thanks Dave. The dealer that I purchased the car from is pain to get to and have a competing dealer about 5 miles from my house. Hopefully they will be accommodating.

If they give you any trouble, call HMA and complain.

 

[homeofstone]

No problems from dealer I use and they have done all service from day one and the car was not purchased from them. Gives washes and loaner. Current miles are 48,270 2011 4.6

 

[LA Genesis]

I'm guessing warranty work is profitable for the dealer and therefore any dealer will welcome that work regardless of where the car was purchased.

If I am wrong I hope someone will let us know because I'm going to use a dealer that is not the one where I bought my car.

 

[Mark_888]

I'm guessing warranty work is profitable for the dealer and therefore any dealer will welcome that work regardless of where the car was purchased.

If I am wrong I hope someone will let us know because I'm going to use a dealer that is not the one where I bought my car.

Whether it is profitable is debatable. HMA will reimburse them for labor and replace the parts, but the labor rate is much lower than the non-warranty rate. So it depends on how much non-warranty work they have in the queue as to how happy they are to do it.

But it really does not matter if it is profitable, since they are required to do it even if the car is not purchased at that dealer. If they don't, they can lose the right to be a Hyundai dealer.

 

[waveman]

With my last car (not a Hyundai), I had all service done by a dealer other than the one who sold it to me. Over the years, they did a lot of warranty work and a fair bit of work out-of-warranty. It was in their best interest to treat me well, which they did.

@tompass: When you bring your Genesis in for the first time, it might help to talk to the service manager and tell them that you're hoping that they can earn your loyalty.

 

[tompass]

Thanks for replies. Waveman makes an excellent suggestion.

 

[CARguyJ]

Hyundai (HMA & the dealers) know how to build and service cars. They are smart enough to make sure the service is not dependent upon who sold the car. On the other end of the spectrum is a WV dealer in Glenview, IL whos service Manager told me that they "are in the business to sell cars & since you (me) didn't buy your VW from us, we won't service your car." VW of America said that they were sorry but the dealers are independently owned ..... Gold stars for Hyundai. Down with VW.

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[Mark_888]

Hyundai (HMA & the dealers) know how to build and service cars. They are smart enough to make sure the service is not dependent upon who sold the car. On the other end of the spectrum is a WV dealer in Glenview, IL whos service Manager told me that they "are in the business to sell cars & since you (me) didn't buy your VW from us, we won't service your car." VW of America said that they were sorry but the dealers are independently owned ..... Gold stars for Hyundai. Down with VW.

What happens if the car is purchased out of town? I guess that VW of America lets dealer refuse service if the purchased from another dealer close by?

 

[sandy]

A significant part of a dealer's revenue comes from service so why they would turn away business is a mystery to me.

 

[Ruissimo]

On the other end of the spectrum is a WV dealer in Glenview, IL whos service Manager told me that they "are in the business to sell cars & since you (me) didn't buy your VW from us, we won't service your car." VW of America said that they were sorry but the dealers are independently owned ..... Gold stars for Hyundai. Down with VW.

HEAR HEAR!

I hit a deer, and had no car for 52 days. On Day 52, I was told I could pick up the car - went to my local VW dealership to pick it up, and WHILE WAITING FOR THE CAR, was told there was no heat in the cabin, and noticed two huge dents on the driver's side (which I hadn't noticed before). Whatever... I was told to endorse the insurance check to them, which I did, and then was told, "Sorry... we don't take 3rd party checks." IT WAS AN INSURANCE CHECK FOR THE FULL AMOUNT OF THE FIX!

Long story short, as I walked out, I told the manager I will NEVER, NOT EVER buy a VW again, and certainly not from them. And I will tell all my friends the same thing. And then they had the insight to send me a detailed survey.

BOY DID I HAVE FUN WITH THAT! Too much practice from Hyundai Think Tank!

They seemed surprised and "hurt" from the survey results when they called me. I told them it's been 10-years coming, where's the surprise?

Never again.

 

[tompass]

Just got a call from local dealer and they said they would be all too happy to begin servicing the car. I did tell them that if was satisfied with service, I would certainly consider buying my next Hyundai from them.

 

[PMCErnie]

Just got a call from local dealer and they said they would be all too happy to begin servicing the car. I did tell them that if was satisfied with service, I would certainly consider buying my next Hyundai from them.

Did you mention that you were relieved that you wouldn't have to drive 30 miles to another dealer? ,-)

 

[Admckillip]

Had my first service for my CPO Genny at Mike Miller Hyundai in Peoria, IL. I was very impressed with the service, especially because when I was looking for my car they only had one Genesis Sedan on the lot. They charged me $19 for my oil change and filter (I brought my own synthetic oil), and he said that if I have time they will always wash and detail my car since I am a Genesis owner. It took a full hour for the oil change and wash/detailing, and the detailing was OK at best, but overall it was a very good experience. If they start carrying a larger inventory of a Genesis' I would gladly consider buying from them.


P.S. They still have a 2011 4.6 in Titanium sitting on their lot, I would have to think someone could pick that up for some decent savings...

 

[Magoomba]

My understanding is the Service Dept. at any dealer is it's own profit center within the business of the dealership entity. Thus, they compete for your business just like the Sales Dept. does. You should expect to be treated like a valued customer from the Service Dept., even if you didn't buy from their Sales Dept. If you are not (like above), then hopefully you have other choices within reasonable distance.

I purchase my vehicles from the dealer who gives me the best price, many times quite a distance away, and I get the same vehicles serviced at whichever local dealer provides the best service.

I have 2 Hyundai dealers within 15 minutes of my home, one of which impressed me, the other...well, not so much. The dealer I purchased my Equus from is nearly 2 hours away. Even though they will come get the car, give me a loaner and then deliver my car to me, I don't want over 200 extra miles on my car for each and every service.

 

[Mark_888]

My understanding is the Service Dept. at any dealer is it's own profit center within the business of the dealership entity.

All departments in a dealership have the same ownership, so the money ends up in the same place, regardless of any cost accounting by department.

The problem occurs most often when the service department has more business than it can handle. Non-warranty service is always more profitable than warranty service. Obviously, a dealer must provide warranty service to its customers, so that leaves warranty service for non-customers (cars purchased elsewhere) as lowest priority.

Personally, I have seen over the years (various manufacturers) that a few dealers give some scheduling priority to sales customers, but cannot completely refuse warranty service requests from others, but I suppose that depends on the manufacturer agreement with their dealers, and apparently VW dealers have a lot of leeway in this area, or maybe the dealer mentioned above is in violation of VW-America policies. That would not be the first time that a car dealership has bent the "rules."

 

[PMCErnie]

I can't imagine that there are very many dealers of any brand who would refuse to service their brand of vehicle unless, perhaps, the customer was known to be a chronic PITA, or abusive type. I've owned dozens of cars and never ran into such a problem. A customer is a customer. Admittedly, this was not the case 40, or 50 years ago. That was just one reason Americans gravitated to foreign cars.

With my new Genesis, I refused to buy my car from the closest dealer because his best price was $1,000 more than several other dealers farther away. I kept telling the saleman, "give me your best price!" Their service dept., however, welcomed me with open arms when I brought the new car in to them for some adjustments. A job is a job.