terrible customer service - g70

[pavrj]

Genesis customer service is the worst of any brand I've owned (honda,acura,volvo).

1. After purchasing g70 in early September, the dealer (genesis of plesant hills) never followed up. No calls, no email, absolutely nothing

2. Before purchasing, I called customer service to get specs on base model stereo. It is now October 26, and after three calls to and from customer service all I have is a promise that 'national customer service will get back to me.

How hard is it to look up the specs??

3. I received no customer satisfaction survey after purchase. Again, I called customer service and asked for a survey. They told me it was not possible, but they would verbally take my feedback and I could be assured it would get to the right person. I said no, and I wanted a survey. Again, 'national' needed to get involved. It's been three weeks and I've heard nothing. I wrote to Erwin Raphael (genesis president) to request assistance and have heard nothing

Anyone else have an awful experience like this?

 

[joschneider]

 

[sethsquire]

Genesis customer service is the worst of any brand I've owned (honda,acura,volvo).

1. After purchasing g70 in early September, the dealer (genesis of plesant hills) never followed up. No calls, no email, absolutely nothing

2. Before purchasing, I called customer service to get specs on base model stereo. It is now October 26, and after three calls to and from customer service all I have is a promise that 'national customer service will get back to me.

How hard is it to look up the specs??

3. I received no customer satisfaction survey after purchase. Again, I called customer service and asked for a survey. They told me it was not possible, but they would verbally take my feedback and I could be assured it would get to the right person. I said no, and I wanted a survey. Again, 'national' needed to get involved. It's been three weeks and I've heard nothing. I wrote to Erwin Raphael (genesis president) to request assistance and have heard nothing

Anyone else have an awful experience like this?

I agree customer service is atrocious. My dealer (Genesis of the North Shore a/k/a (Dis)Advantage Hyundai) took 30 days to pay off my trade, and refused to return my calls about reimbursing for an extra payment I had to make after I traded in the car. It took 3.5 months and a BBB complaint in order to get my money. Inexcusable. Then they had my car for service for 3 weeks (headliner noise) and despite being promised at least 10 times that someone would call me back, no one did until I finally lost my patience and started yelling. Absolute trash.

That being said, none of the things you listed seem to rise to the level of major issues. Minor annoyances if anything.

 

[pavrj]

In the big scheme of things minor. But a luxury car dealer wanting to compete with the best should be trying to be better than the competition.

Almost three months and counting to give me stereo specs, and a month and a half to tell me if I can have a survey emailed to me is nowhere near excellent. Its about what I would expect from the Yugo dealer.

Your situation was really bad...

 

[Mcc]

2. Before purchasing, I called customer service to get specs on base model stereo. It is now October 26, and after three calls to and from customer service all I have is a promise that 'national customer service will get back to me.

How hard is it to look up the specs??

I guess it is that hard. It’s not like they have a book with the specs for every piece of electronic equipment in the car. The stereo likely comes from a third party supplier. That’s where the need to go and it’s outside of Genesis.

What specific specs are you looking for ? Maybe someone here can help you.

 

[Truck Norris]

@pavrj - LMAO If those are "awful experiences" to you in customer service, prepare for an eye-watering awakening in this life.... I still think there is a 50% chance your original post is sarcastic...

 

[Mcc]

@pavrj - LMAO If those are "awful experiences" to you in customer service, prepare for an eye-watering awakening in this life.... I still think there is a 50% chance your original post is sarcastic...

Now that I can believe

 

[pavrj]

I wish you the best in dealing with their customer service. Regardless of if I'm sarcastic or not, Volvo, honda, and Acura are terrific. Genesis has some benchmarking and learning to do.

 

[fastlanz]

I was considering a G80.

 

[EdP]

I was considering a G80. The sales rep won't even return his calls and his voicemail is full. Finally got through to him and couldn't believe how bad the first impression was. He sounded like he just woke up. Run away from Genesis! Can't imagine having to put up with this BS trying to get service. This is a blessing in disguise.

So try another dealer. I've bought two from different dealers and have been quite happy with both sales and service. Your experience is not the same as everyone else.

That said, nothing will change your mind. Your only post here is to complain. Hope you feel better now.

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[fastlanz]

I would try another dealer but would have to drive 150 miles to get to one.

 

[joschneider]

I would try another dealer but would have to drive 150 miles to get to one so I guess that's part of the problem. Hopefully others will heed this warning! Don't say I didn't warn you...

Dude just leave. No one is listening to you. It sucks you have one bad dealer around you, but welcome to the real world where someone else on the other side of the country is having the same experience except with their only Lexus dealer. Pick another car and move on

 

[EdP]

I would try another dealer but would have to drive 150 miles to get to one so I guess that's part of the problem. Hopefully others will heed this warning! Don't say I didn't warn you...

Thanks for the tip. Based on what you say, most of us will be trading in our Genesis and getting a Fiat

 

[G-343254]

Genesis customer service is the worst of any brand I've owned (honda,acura,volvo).

1. After purchasing g70 in early September, the dealer (genesis of plesant hills) never followed up. No calls, no email, absolutely nothing

2. Before purchasing, I called customer service to get specs on base model stereo. It is now October 26, and after three calls to and from customer service all I have is a promise that 'national customer service will get back to me.

How hard is it to look up the specs??

3. I received no customer satisfaction survey after purchase. Again, I called customer service and asked for a survey. They told me it was not possible, but they would verbally take my feedback and I could be assured it would get to the right person. I said no, and I wanted a survey. Again, 'national' needed to get involved. It's been three weeks and I've heard nothing. I wrote to Erwin Raphael (genesis president) to request assistance and have heard nothing

Anyone else have an awful experience like this?

Yes terrible dealer experience ! Rarely do they have a genesis loaner AND I’ve had my car in already for warranty issues ! Whistling noise , after 4 times finally fixed! Now a shimmy In the steering 2 times still there ! Oh and brake de glazing ???

 

[Beau424]

Yes terrible dealer experience ! Rarely do they have a genesis loaner AND I’ve had my car in already for warranty issues ! Whistling noise , after 4 times finally fixed! Now a shimmy In the steering 2 times still there ! Oh and brake de glazing ???

 

[Beau424]

My dealer provides a Genesis loner and delivers it to my house. They also return my car to my house. Great service. I suggest you find a new dealer. But, I suspect you sell BMWs.

 

[Mcc]

My dealer provides a Genesis loner and delivers it to my house. They also return my car to my house. Great service. I suggest you find a new dealer. But, I suspect you sell BMWs.

You may be right. I can find no user info or postings for G-343254. The name is not clickable.

 

[Dai Uy Ted]

That member ID shows up now and then , usually on worthless posts. Though I recently saw it on one post, and that post reappeared right below it with a valid ID. Perhaps an Administrator will clear it up...

 

[G-4551]

I love my Genesis G70. I would highly recommend the car but the customer service needs attention. I have had to struggle and fight for decent service. For example I will complain about excessive tire ware on the outside shoulder of both front tires from 5700 KMS. Each time the Genesis dealer comes back saying all is well and good. I have had 3-4 services and each time I complain about the same thing (excessive tire ware) and each time same answer. Finally at 21,000 KMS I took my car to an independent alignment shop and sure enough my alignment was out by a country mile. I took it back to the dealership here in Vancouver BC and the finally checked it out properly and sure enough they agreed with the other report and made the necessary adjustments. But here is where my story changes directions. I now have two front tires that are worn out prematurely because of the miss alignment issues. Genesis Canada and dealerships will not compensate me re: my tires. They are worn out because of their poor servicing of my car. Beat this, they say I should go after Michelin Tire Corp. as the problem in their tires. Can you imagine what Michelin would say If I were to call them and explain the condition of my tires? I am very disappointed in how I have treated by the dealerships and Genesis Canada. Does anyone have any suggestions where I should go next? Small debts court? Head Office Seoul Korea (reach out to Won-Lee President and CEO) Genesis Canada?? You may as well speak to a wall.
Not a happy Genesis owner. Brian

 

[G-251932]

Genesis customer service is the worst of any brand I've owned (honda,acura,volvo).

1. After purchasing g70 in early September, the dealer (genesis of plesant hills) never followed up. No calls, no email, absolutely nothing

2. Before purchasing, I called customer service to get specs on base model stereo. It is now October 26, and after three calls to and from customer service all I have is a promise that 'national customer service will get back to me.

How hard is it to look up the specs??

3. I received no customer satisfaction survey after purchase. Again, I called customer service and asked for a survey. They told me it was not possible, but they would verbally take my feedback and I could be assured it would get to the right person. I said no, and I wanted a survey. Again, 'national' needed to get involved. It's been three weeks and I've heard nothing. I wrote to Erwin Raphael (genesis president) to request assistance and have heard nothing

Anyone else have an awful experience like this?

Yes