Still on the genesis/lexus fence

[larrycohen28]

I don't know about the dealer experiences of others, but I've had a pretty good experience with my 4.6 w/tech. Every time I bring the car in they give me a loaner. I have over 3 years of free oil changes. The same service person works with me from the time I drop off my car until the service is complete. Other than the fact that I had a problem with the steering column which took them a while to figure out, I have no complaints.

 

[ahurst]

I had two Infinitis and came to Genesis to get a quality car for a good value. I'm generally very happy after 1,900 miles. I called service last evening to schedule first oil change for next Tuesday. Called this morning to change to Wednesday - they didn't have my name. Regarding better treatment than the Hyundai - the service gal never asked what car I had. Infiniti service calls were much more professional and personal. I'll find out next Wednesday, but I don't have high expectations to meet Infiniti's service managers and classy waiting area.

I schedule my BMW service online. They come pick the car at my house and leave me a loaner until they return mine...this is what buying a premium brand brings you.

The local MB dealer does the same as well.

 

[flyboy2]

I schedule my BMW service online. They come pick the car at my house and leave me a loaner until they return mine...this is what buying a premium brand brings you.

And what do you think that cost when you bought/leased the car? An extra 15-20K? And if it's out of warranty what is the oil change costing you? $400? They don't pick up your car and give you a loaner free of charge-- It's all a function of money-- not comparing service between car dealers-

 

[ajls09873]

Lexus ES = Lexus badged Camry

end of story.

 

[ajls09873]

Toyota's troubles too long ignored

Toyota's reputation for safety and reliability suffered a major hit recently when it issued recall notices for close to 4 million vehicles susceptible to sudden acceleration.

But the automaker's actions aren't the only ones that warrant scrutiny.

Since 2001, more than 1,000 owners of certain models of Toyota and Lexus vehicles have reported problems with over-acceleration, according to a review of federal data by the Los Angeles Times.

Many of the incidents ended in crashes, and at least 19 people have been killed. The number of deaths is higher than the 11 linked to similar problems in vehicles produced by all other automakers combined.
http://hamptonroads.com/2009/11/toyotas-troubles-too-long-ignored

 

[ahurst]

And what do you think that cost when you bought/leased the car? An extra 15-20K? And if it's out of warranty what is the oil change costing you? $400? They don't pick up your car and give you a loaner free of charge-- It's all a function of money-- not comparing service between car dealers-

I'm not the enemy- I am close to buying a 4.6 soon.

I'm simply pointing out to those who don't know that there are pluses to premium brands. And I've never kept any of my BMW's past 50k miles so all maintenance was free.
This has real value to many buyers -- 50,000 miles of no out of pocket expenses for warranty or maintenance.

If you are a premium brand owner, you need to know that level of service will not happen with Hyundai.

 

[dataguy]

If you are a premium brand owner, you need to know that level of service will not happen with Hyundai.

I'm pretty sure that every premium brand owner knows they won't get that experience from Hyundai and that every Hyundai owner knows that there are much better service experiences out there (if for no other reason that there have been lots of folks who have pointed out their flatbed loaners, gourmet coffee, free detailing, etc.)

I think the relevant point is that while you may not get the same experience from Hyundai, you're not paying for it either (at least not on the Genesis today; the Equus will probably be handled differently). I think it's not unreasonable to assume that premium brands can offer amenities because they build them into the pricetag. I'll be impressed if those brands can offer their cars at similar prices to Hyundai and still maintain that level of service.

 

[JAMMIN MAN]

Hey Dataguy. Your point is well taken. I can do without "premium" service.
I'm just looking for attentive service & not be given the run-around when problems need to be addressed. I will gladly accept this in exchange for the substantial purchase savings.

 

[LLT]

Hey Dataguy. Your point is well taken. I can do without "premium" service.
I'm just looking for attentive service & not be given the run-around when problems need to be addressed. I will gladly accept this in exchange for the substantial purchase savings.

In my mind, part of the "premium" service IS attentive service... I could care less about the gourmet coffee and massages (well ok, the massages are nice) but I want someone who actually takes the time to diagnose and resolve an issue instead of deciding the risk of a warranty chargeback is too high (code for: "we're too lazy or incompetent to actually diagnose the problem, so we'd like to keep throwing parts at it, but the manufacturer won't pay for it" or determining there's not enough warranty time / money in working with you, thus "NPF" - No Problem Found. I realize a few are the exception, but if you look at the numerous postings here, including my own, you'll find that you get what you pay for in terms of service. No offense intended, but a spade is a spade. Hyundai finally makes decent cars, but they remain below average in customer satisfaction ratings and I've experienced first-hand the reason why. Let's not sugarcoat it as brand snobbery and all you're giving up is the marble floored waiting room and free lattes... you're downgrading the quality of the service itself.

When you factor in Hyundai's notoriously poor resale value -- the fact that your Genesis is worth at least $10k less than you paid the second you drive off the lot, the terrible dealer network (on the whole) and inattentive service many have experienced - the savings isn't all that attractive, really. Yes, the Lexus will cost more initially - but the service will be better, the resale value will be better and the overall experience will be better.


I still maintain that the Genesis is an excellent choice for those who want a premium feeling without the premium experience. I've seen many on here that feel they can forego that service and experience and then wind up thoroughly disappointed. I was there myself.

Think it through carefully and don't just "sort by price." It always costs you more in the end.

 

[scottdk]

the fact that your Genesis is worth at least $10k less than you paid the second you drive off the lot

I agree, but this would apply to ANY car after you drive the car off the lot

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[dataguy]

Hey Dataguy. Your point is well taken. I can do without "premium" service.
I'm just looking for attentive service & not be given the run-around when problems need to be addressed. I will gladly accept this in exchange for the substantial purchase savings.

And you definitely have a point too. Sometimes it's worth paying the extra even in the face of savings. It's too bad you can't elect to pay pay for a PPO option for warranty versus the HMO

 

[dataguy]

Think it through carefully and don't just "sort by price." It always costs you more in the end.

Good points, LLT. I think it really comes down to what one expects from a service experience. For example, expecting that a service department treats you with respect and makes an honest attempt to troubleshoot and resolve issues is one thing. Obviously, that requires compensation and standards so that dealers are forced to retain people who care and are competent.

More costly are liberal warranty repair authorizations. Obviously, over the course of 3/5/10 years (depending on the warranty) you can't have too many WR's before you start losing money. I used the analogy of an HMO vs. a PPO, and it fits in warranty repair too.

Then there's the frills that make the owner think they're a VIP. Massages, free gourmet coffee, cafes in the dealerships, wi-fi, free loaners, pick up and delivery for service, and so on.

Obviously, Hyundai is lacking in most of these areas, but the price reflects that. I think the real question is how far Hyundai should go in offering these things and how much will it cost to the consumer. Most of us bought Hyundai on a value proposition (e.g. taste of luxury at non-luxe prices or fairly close at half the price). At the same time, we want the accouterments and increased brand value. I think logically we can assume that will mean a steady increase in sticker prices.

Put another way, do we want Hyundai to be a discount or knock-off brand or a peer brand? I'd argue that for the reasons LLT articulated that it's probably not going to be both.