Urgent Concern with Navigation System in my 2019 Genesis G90

[SandyBHB]

Date: May 7, 2024

Subject: Urgent Concern with Navigation System in my 2019 Genesis G90

Dear Genesis Corp. Management Team,

I am writing to you with a heavy heart and a deep sense of disappointment with my experience regarding my beloved 2019 Genesis G90, a car that once symbolized my dreams and aspirations. When I first acquired this vehicle, it embodied the pinnacle of luxury, beauty, and safety features. Its smooth ride, comfort, and responsive performance always brought a smile to my face.

Despite a less-than-stellar sales experience, I was willing to overlook it due to my love for the car. I even made referrals to friends, extolling the virtues of the Genesis brand. However, recent events have left me questioning the level of care and service provided by Genesis to its loyal customers.

The issues began when I encountered persistent problems with the navigation system in my car. Despite the radio and other features functioning correctly, the navigation system was constantly searching. Upon visiting the Genesis dealership for service, I was shocked to learn that much of the warranty coverage I believed I had did not apply to second owners like myself. This lack of transparency regarding the warranty terms during the sales process was disheartening.

I was informed that my navigation system required the October 2023 update, and I was asked to pay $200 for the update installation due to time constraints before my warranty expiration. Subsequently, when I tried to update the system myself as directed, I encountered error messages (3012 and 3019) that rendered the navigation unusable. Despite reaching out to Genesis Customer Care, the Navigation Solutions Center, and making a trip for service, the issue persisted, leaving me with a car devoid of essential features and a draining battery.

The lack of support from Genesis, especially in providing a loaner car or addressing the faulty update issue, has been disheartening. I have to travel 2.5-3 hours to a dealership. And it's never been less than $100 for the trip itself. So my expenses are constantly increasing. The disparity in treatment compared to other luxury brands, such as Audi, where exceptional service is provided regardless of ownership status, is glaring. As a minority customer, I have felt marginalized and undeserving of the care and attention that should come with owning a Genesis vehicle.

I find it incomprehensible that I am being held responsible for a faulty update that has rendered my $60,000 vehicle practically undrivable. The reluctance to acknowledge and rectify this situation is deeply concerning. I implore Genesis Corp. to reconsider its stance and extend the necessary support to remedy these issues promptly.

I eagerly await a response from Genesis Corp. and hope for a resolution that upholds the integrity and commitment to customer care that should define a reputable company like Genesis. I believe in the brand and its potential to address and rectify this situation with fairness and understanding.

Thank you for your attention to this matter.

Sincerely,
Sandra B

 

[Mcc]

Hopefully you have sent this letter to someone actually working at Genesis. No one from Genesis corporate is on this forum. It’s just owners here.

 

[joegr]

You will not reach Genesis here...

 

[PMCErnie]

Download Waze to your phone and get on with your life. You don’t need the built-in Navigation system. You just need Apple CarPlay, or Android Auto to use Waze.

If you are feeling marginalized for any reason, visit the office of the General Manager at your dealership. Have a chat.

 

[G-572253]

Hopefully you have sent this letter to someone actually working at Genesis. No one from Genesis corporate is on this forum. It’s just owners here.

Thank you

 

[srobak]

Well, hello to you too!

As a minority customer, I have felt marginalized and undeserving of the care and attention that should come with owning a Genesis vehicle.

Don't take it personally, or based on your gender or race. Pretty much all the dealers treat us all equally shittily. Especially the Hyundai dealers. There's only been a few identified in the threads here in this forum which have been noted as treating Genesis customers properly (and I don't mean "to excess"). Unfortunately - that is on the individual dealers - not the company. Though it is certainly tarnishing the brand & company as a whole. Hopefully Genesis figures this out before it is too late.

I was shocked to learn that much of the warranty coverage I believed I had did not apply to second owners like myself. This lack of transparency regarding the warranty terms during the sales process was disheartening.

5/60 bumper to bumper is the factory warranty and extends to the 2nd owner. This has been very well documented for many years. If you want longer you need to get CPO which extends the factory warranty to 6/75, and 10/100 on the powertrain.

If it is not a CPO then you do not get that extended coverage, and any additional coverages would need to come via a 3rd party/aftermarket warranty. Those are sold independently at a massive upcharge by the dealers (or you can buy one directly). By law - coverages and exclusions are explicitly detailed in those warranties - and they need to be thoroughly reviewed by the owner prior to purchase of the warranty. Many of them do in fact exclude infotainment electronics, and pretty much all of them have deductible charges for claims. These details are important to be aware of. If the sales rep misrepresented what is included to you at the time of purchase - unfortunately the responsibility still lies with you as the purchaser to make sure you understand what is covered and what is not based upon the details of the warranty contract. As in all such matters; "If it isn't in writing - it didn't happen."

If a dealer is denying the claim of the non-factory, extended warranty - your recourse is with the warranty company - not the dealer, nor Genesis.

As others mentioned - this is not an official Genesis site, and nobody from Genesis corporate will be reading your message. Hopefully you have sent it to the corporate office & email and may get some traction on it.