Tale of two car companies...Lexus and Genesis

[turnne]

Why then, did you bring up thefts when the subject was sunroofs? Surely you had some reason to put them together.

The subject was recalls etc...correct?

But surely you have heard of the insurance companies refusing to cover Hyundai's ..correct?
I can link data if you need it

Warren

 

[Backslack]

LOL...one situation you use for a litmus test to pontificate the way you did.
I understand now...completely.

Dang, it's almost like that was the the topic of the thread or something. Please take your limited reading comprehension and go be obtuse somewhere else.

 

[YEH]

While Lexus dealerships, overall, do provide better service, it's not like what it once was - there are complaints on Lexus forums about service and Lexus corporate is not as generous today as they were in the past (there have been Lexus owners who have appealed to corporate to only have their request denied).

Also, when it comes to loaners - can depend widely from dealership to dealership.

Some Lexus dealerships loan out Toyotas (or even Hyundais, as the dealer ownership group owns a Hyundai store), charge $ for their loaners or even just give a voucher for a car rental.

Now, it goes without saying that a good no of Genesis stores need to get their act together (as does Genesis corporate), but also think that the negative stories are overblown.

Based on CR survey results, Genesis owners overall have a positive satisfaction rate.

There aren't many other lux brands with a positive satisfaction rate (BMW, Porsche and AR are pretty much it).

Lexus owners overall have a neutral satisfaction rate.

While satisfaction rate covers more than service, it is still telling.

 

[YEH]

The subject was recalls etc...correct?

But surely you have heard of the insurance companies refusing to cover Hyundai's ..correct?
I can link data if you need it

Warren

It's for base Hyundai models w/o keyless start, so how does that in any way relate to Genesis?

I can just as easily bring up that Land/Range Rovers have been very difficult to insure in the UK due to the high rate of theft (so much so that JLR had to start offering their own insurance coverage, altho owners have been having trouble getting such a policy) - which also isn't of much relevance.

 

[thirstforspeed]

just chiming in here, i am also going thru some infuriating stuff (the G90 transfer case issue), the car is out of warranty now as well, and its just bonkers that its been soooo hard to get a fix for this (over a month in loaners AND a rental on my own dime while the monks on the tibetian mountain over at hy-tech were trying to isolate the root cause of the issue - turns out its the xfer case). it has been crazy that no one seems to care. definitely a huge difference between in-warranty and out of warranty care, you would think that they would care equally as much to want to fix their cars out of warranty.
point 1: in my history of large fast Audis, i have never had a trans and transfer case fail within 80K kms of new.
point 2: it should take 5 weeks of escalated Hy-tech time to diagnose a transfer case that cooked itself.
point 3: if these cars are this unreliable, im not gonna waste my any more time, just gonna get an S7 and not think about it again.

 

[steveinarizona]

just chiming in here, i am also going thru some infuriating stuff (the G90 transfer case issue), the car is out of warranty now as well, and its just bonkers that its been soooo hard to get a fix for this (over a month in loaners AND a rental on my own dime while the monks on the tibetian mountain over at hy-tech were trying to isolate the root cause of the issue - turns out its the xfer case). it has been crazy that no one seems to care. definitely a huge difference between in-warranty and out of warranty care, you would think that they would care equally as much to want to fix their cars out of warranty.
point 1: in my history of large fast Audis, i have never had a trans and transfer case fail within 80K kms of new.
point 2: it should take 5 weeks of escalated Hy-tech time to diagnose a transfer case that cooked itself.
point 3: if these cars are this unreliable, im not gonna waste my any more time, just gonna get an S7 and not think about it again.

Generally speaking, auto dealerships prefer out of warranty work as the hourly rate is significantly higher. Also, the transfer case is part of the powertrain and the powertrain warranty is ten years/100K miles. So I am confused by your post. Did you do some aftermarket adjustments that caused your warranty to be terminated?

 

[thirstforspeed]

Generally speaking, auto dealerships prefer out of warranty work as the hourly rate is significantly higher. Also, the transfer case is part of the powertrain and the powertrain warranty is ten years/100K miles. So I am confused by your post. Did you do some aftermarket adjustments that caused your warranty to be terminated?

yes, i would have expected a dealership to want to get some out of warranty work too, at least to try and work to a solution that results in them having something to do, but alas, they didnt seem interesting in trying to find out whats wrong with the car (such that it took a month to actually diagnose this issue in the first place).
for what its worth, i am in canada, where they only offer a +1yr/20K km powertrain warranty for their CPO cars on top of the original 5yr/100K km warranty. my car is CPO'd, but out of warranty now, after their botched fix the first time. had they correctly diagnosed the issue initially, it would have been covered by the warranty. It is all stock, no aftermarket anything. and on top of that, it was last owned by the dealership as their exec shuttle (they were the last ppl to use it before i bought it off them.... even more sketchy eh...)

 

[srobak]

the transfer case is part of the powertrain and the powertrain warranty is ten years/100K miles. So I am confused by your post. Did you do some aftermarket adjustments that caused your warranty to be terminated?

If he is not the original owner it is only 5/60. It's a 2017 - so he is well past that. Edit: looks like I had this tab open for too long before writing the reply, and he posted while I was sitting around. Sorry! Don't seem to be able to "delete" posts.

 

[srobak]

but out of warranty now, after their botched fix the first time. had they correctly diagnosed the issue initially, it would have been covered by the warranty.

Not sure on your laws up in the GWN - but here if a problem that is originally reported before the warranty is up is not fixed by the time it goes out of warranty - it still has to be honored. Something to check into, perhaps.

 

[thirstforspeed]

Not sure on your laws up in the GWN - but here if a problem that is originally reported before the warranty is up is not fixed by the time it goes out of warranty - it still has to be honored. Something to check into, perhaps.

hmmm, might just have to go down the rabbit hole on that one, thank you

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[Tau]

I started this thread as a comparison of companies and dealerships.

I am sure (and hope) some people have had good experiences with Genesis service.

The car itself is a great example of what a company will do to enter and impress the marketplace. They make a great looking car and seem to be on the leading edge of technology.

Problem is, if they do not back it up with service, like their direct competitors, they will lose some business. (That be me!)

Maybe next year!

 

[JaguarXJR]

All these negative (honest) experiences inevitably undermine the reputation of the Genesis brand. This will reflect in depreciation . So we'll get burned twice - once on service problems and then on trade in. After that , what are the chances we'll buy another Genesis or recommend the brand to others ? This certainly isn't the Lexus playbook !

 

[XXX]

Ahhh such a nice thread to continue. As you may know, my steering has creaked the 3 years I've owned the car. I had it in under warranty for this issue and have gone through no less than 4 Genesis representatives during this time. Now I have a new rep who is telling me my car is out of warranty and it's normal wear and tear. I told her to do her homework and look at the beginning where two Genesis tech's have come to town only to fail. Let's not even talk about the bad service from the local dealerships and their inability to sort out the issue. We are at a stand still. In the meantime I found out about a 3rd Hyundai dealer in town. Spoke with a nice gentleman who said he would dig into this from his end and see what he can find.

At the end of the day, as much as I love my car, I detest the service. Will a standalone Genesis dealer make a difference? Some say yes, I wonder. Each time I hear that creaking noise as I turn the wheel, I question my choice to leave Lexus. I dare say, my next car will probably not be a Genesis. Enough is enough.

 

[JaguarXJR]

RonL, Since your car is out of warranty ,it may be time to ask around your neighborhood for a good "front end" shop ? Collision Repair specialists get lots of front end work so they may help you . It is easy to pinpoint the source of the 'creaking' with the car on a lift and a helper sawing back and forth on the steering wheel. Careful aiming of a silicone (not oil!) spray lubricant via a straw may help. Don't get it on the rotors !

 

[XXX]

RonL, Since your car is out of warranty ,it may be time to ask around your neighborhood for wa good "front end" shop ? Collision Repair specialists get lots of front end work so they may help you . It is easy to pinpoint the source of the 'creaking' with the car on a lift and a helper sawing back and forth on the steering wheel. Careful aiming of a silicone (not oil!) spray lubricant via a straw may help. Don't get it on the rotors !

The creak is coming directly from the steering wheel inside the car. When I turn the wheel it creaks. Not all the time, mind you, but much too much of the time. The car was under warranty at the time of the case ticket placed. It should still be maintained under that case number. Anyway, I'm pretty much over this and the car. I'll keep this Genesis until I figure out what I want next. Thanks!

 

[turnne]

Dang, it's almost like that was the the topic of the thread or something. Please take your limited reading comprehension and go be obtuse somewhere else.

Thanks for your input...and please do the same yourself

Thanks

Warren

 

[turnne]

It's for base Hyundai models w/o keyless start, so how does that in any way relate to Genesis?

I can just as easily bring up that Land/Range Rovers have been very difficult to insure in the UK due to the high rate of theft (so much so that JLR had to start offering their own insurance coverage, altho owners have been having trouble getting such a policy) - which also isn't of much relevance.

Did you read what I was responding to?

it seems you didnt

Warren

 

[Olusegzy]

Ahhh such a nice thread to continue. As you may know, my steering has creaked the 3 years I've owned the car. I had it in under warranty for this issue and have gone through no less than 4 Genesis representatives during this time. Now I have a new rep who is telling me my car is out of warranty and it's normal wear and tear. I told her to do her homework and look at the beginning where two Genesis tech's have come to town only to fail. Let's not even talk about the bad service from the local dealerships and their inability to sort out the issue. We are at a stand still. In the meantime I found out about a 3rd Hyundai dealer in town. Spoke with a nice gentleman who said he would dig into this from his end and see what he can find.

At the end of the day, as much as I love my car, I detest the service. Will a standalone Genesis dealer make a difference? Some say yes, I wonder. Each time I hear that creaking noise as I turn the wheel, I question my choice to leave Lexus. I dare say, my next car will probably not be a Genesis. Enough is enough.

Most likely caused by a bad clockspring. Had a similar issue in a 2019 G80 sport I used to own. Replacing the clockspring fixed the issue. I traded in the vehicle just before my warranty expired because I didn't want to deal with any of the issues others in the forums had out warranty, albeit I put very low miles in my 4.5yrs of ownership.

 

[Mcc]

I traded in the vehicle just before my warranty expired because I didn't want to deal with any of the issues others in the forums had out warranty,

Wouldn’t it have been cheaper to just buy an extended warranty?

 

[steveinarizona]

You think 5 Series sales are impressive? lol, 5 series sales numbers are about the same as the GV80. BMW sold 3.5 times as many X5's as they did the 5 Series. Moreover, BMW doesn't have to worry about allocating resources to other subbrands like Hyundai does with Genesis.

The comparable company would be Audi. Neither BMW nor MB have major standard brands but Audi is the luxury portion of Volkswagen just as Genesis is the luxury portion of Hyundai. One could also look at Cadillac and Lincoln although GM and Ford no longer have the broad range of car models that one can find from VW and Hyundai. But, ultimately, it shouldn't matter. If you are selling a particular product, you need to be at least competitive if not better than others and that includes post sales service.

There are MB and BMW and even Lexus dealerships with crappy service records. It can happen with any brand. Forums such as this one are not statistically accurate but it does appear that the ratio of bad to good dealerships is currently much worse for Genesis.