Unreasonable Genesis service contract and terrible customer care service

[csu87]

I've always interpreted oil changes as incremental from the last change. If you changed the oil at 11 months and 2 week would you expect to do it again at 12 months?

obviously yeah. manual says to do one at 12k miles as well.

/s

 

[guangxiwu]

I've always interpreted oil changes as incremental from the last change. If you changed the oil at 11 months and 2 week would you expect to do it again at 12 months?

I located the 3K/6 month service paper. They did do oil change and a few other services and inspections. They set the next service date at 6 months after, and I was reminded by the vehicle, text message, and MyGenesis to schedule a service. When I called to schedule, I was told I have to wait until hitting 8K. I was also told by the service representative that there are 6 complementary services included within 36K or 36 months, whichever comes first, which means one complimentary service per 6K or 6 months.

Again, thanks for sharing your thoughts and experiences. I did feel better now that I know I am not doing anything bad to my vehicle, even though I am used to have cars serviced every 6 months. I will just pretend not seeing the annoying reminder whenever I start the vehicle.

 

[EdP]

. I will just pretend not seeing the annoying reminder whenever I start the vehicle.

Don't ignore, reset it to a better time..

 

[PMCErnie]

I located the 3K/6 month service paper. They did do oil change and a few other services and inspections. They set the next service date at 6 months after, and I was reminded by the vehicle, text message, and MyGenesis to schedule a service. When I called to schedule, I was told I have to wait until hitting 8K. I was also told by the service representative that there are 6 complementary services included within 36K or 36 months, whichever comes first, which means one complimentary service per 6K or 6 months.

Again, thanks for sharing your thoughts and experiences. I did feel better now that I know I am not doing anything bad to my vehicle, even though I am used to have cars serviced every 6 months. I will just pretend not seeing the annoying reminder whenever I start the vehicle.

As Ed said above, YOU can set the service reminder to suit yourself and your usage pattern. It’s explained in the manual.

 

[TinsleyC]

While this is straightforward, Genesis does make it confusing.

- My car is 7,500 or 12 months standard, or 3,750 / 6 months severe.

- The sticker on the car windshield from the dealer says 5,000 / 6 months.

- The Connected Services website shows 3,750 / 6 months.

I get emails saying it's due that don't match up with any of the above. I reply and ask what's due, I get no response.

So, I change it myself because I can use full synthetic at a lower cost than their $45 upcharge, and I split the difference and change it at 9 months. I never hit the mileage, just don't drive that much.

So to guangxiwu's credit, it can be confusing if you follow their lead.

 

[GSY]

The dealers are moving to the max miles allowed in the manual, and Corporate is pushing the decision solely to the dealerships.

I bought my '19 in Nov '19, but according to the door plate, it was made in Feb '19. So in Feb '20, three months after I bought it, with only 2k miles on it, I called the dealership and said my oil is a year old - can I get it changed? They said sure, bring it in. I did, and they did - but they used conventional oil. Not full synthetic as called for in the manual.

I wrote to Genesis corporate and they said it was up to the dealer to use whatever they wanted. Corporate said that the car came with full synthetic out of the factory and that is what they recommend using, but the dealers can use whatever they want. This pissed me off and I've been doing my own oil changes since, unless I have to take it in for something else - then, I supply my own oil.

What bugs me is that the dealer won - by not doing what they should do, the net effect is that they no longer have to pay for my oil changes. Corporate doesn't care, and the dealers get top dollar selling a luxury car with little service expense to follow.

That is 100% unacceptable. I’ve read other customer citing entire oil cap left off coating engine on new car and worse,,, THEY DID IT 2nd TIME!! I would have gotten a lawyer and sued for new car although from all the service issues I’ve read on forums I wouldn’t want another one and it’s ashame as was about to buy GV80 but I’ve heard part issues and if in wreck it can be MONTHS without car or parts, nor resolution. The service is a MAJOR flaw in Genesis and this makes ZERO sense but even worse Corporate does ZERO to correct ANY of these problems. It’s insane.

 

[joegr]

That is 100% unacceptable. I’ve read other customer citing entire oil cap left off coating engine on new car and worse,,, THEY DID IT 2nd TIME!! I would have gotten a lawyer and sued for new car although from all the service issues I’ve read on forums I wouldn’t want another one and it’s ashame as was about to buy GV80 but I’ve heard part issues and if in wreck it can be MONTHS without car or parts, nor resolution. The service is a MAJOR flaw in Genesis and this makes ZERO sense but even worse Corporate does ZERO to correct ANY of these problems. It’s insane.

Of course, hardly ever does anyone mention when it all goes well. (I haven't had any problems.)
When I was deciding to buy (I was mostly looking at Cadillac, Jaguar, Infinity, Lexus, and Genesis), I spent months on the forums for each of the models I was looking at. They all had some horror stories. How can you determine the percentage of serious problems vs the percentage of trouble free? For me, the G80 seemed to be the safest bet among the other brands/models I was looking at. This was with the understanding that the dealership experience would not be up to the Lincoln experience I was used to.

 

[TinsleyC]

It's just the way they "sell it" - as if it's a luxury service brand... Got this email today - "try to ignore it'll be serviced at a Hyundai shop and you'll be just fine!"

 

[csu87]

Of course, hardly ever does anyone mention when it all goes well. (I haven't had any problems.)
When I was deciding to buy (I was mostly looking at Cadillac, Jaguar, Infinity, Lexus, and Genesis), I spent months on the forums for each of the models I was looking at. They all had some horror stories. How can you determine the percentage of serious problems vs the percentage of trouble free? For me, the G80 seemed to be the safest bet among the other brands/models I was looking at. This was with the understanding that the dealership experience would not be up to the Lincoln experience I was used to.

this is the thing that people on here dont quite get. I dont know if theyve never been a part of other car forums, but forums in general tend to be a lot of "this bad thing happened to my car" and "the dealer is trying to screw me over" and rarely "everything went exactly how it should have gone".

theres only 45k members on the forum. there are around 500k genesis that have been sold. The forum is a very small minority of the genesis owners