What do you want Genesis to do?

[carljr101]

I would love to have a dedicated Genesis showroom and service center located throughout the US and accessible in more areas in the same state, but To be honest! I really don’t mind where I go to have the car serviced. Whether it’s at a Hyundai dealer or Genesis, as long as they’re certified, qualified and convenient I’ll go. I don’t care about seeing a Elantra or Palisade in the showroom because I’ll be sitting in the customer waiting area for services anyways staring into my tablet anyways

 

[JohnSC]

Ed, you make an excellent point about how difficult it is to change perception. Your personal experience certainly runs counter to the countless posts to this site, but seems more in line with JD Power's research which ranks Genesis, Hyundai and Kia among the most reliable brands. I had read the posts here before buying and made the decision to buy anyway because I heavily discounted the "power" of social media to amplify individual issues and complaints.

Still, there have been recurring complaints about specific issues that need attention and the website should be a welcomed sounding board for the manufacturer. Heck, they can't buy this type of feedback. Owners, likewise, need to be alert for issues that could impact them. And I equally value posts from resident experts that alert me to solutions as well as the manufacturer's TSBs, upgrades and even new models. And reasonable voices like your own. It makes the website better.

All said, Genesis has to put its muscle on customer satisfaction. Ultimately, owners will define the brand in the marketplace, on social media and through research like JD Power.

 

[Jhon]

Would it worry you based on your dealer? Or does all the negatives posted here influence the decision?

I bought (and serviced) from three different dealers in different states and have not had the negatives others had. Maybe I'm just lucky or they maybe just really like me more.

I had the Hyundai's when I lived in NJ and had a great dealer. I would drop off the car and they would drive me to work and pick me up. I have only had my gv80 in for its first service and there was a two week wait which I planed for when I scheduled my appointment. I took my car in and waited for it. They told me it would be two hours and it was done in two hours. The service guy asked me why I did not use the valet service, so I assume they actually do it.
But I have zero issues with my car. Maybe the next one I will not be so lucky and waiting two weeks for an appointment would not sit well with me unless I got a loaner. Waiting months like some have, I would be blasting this brand.
So, I am not worried based on my dealer, but I have not gone to them with any issues yet. So yes, I am leery and it might affect my decision. If I knew about the issue before I got this car, I might not have.
With my wifes bmw, I can get an appointment the next day. The same for the Audi I traded in for the gv80

 

[Backslack]

The funny thing is that Hyundai and Kia are increasing their brand reputation. This also means increasing price- see the recently announced almost $80K loaded Kia EV9. Higher brand reputation means they can charge more, and the same is happening with Genesis as well. But of course, people will complain whenever the price increases. No brand in existence becomes prestigious by being cheaper. You can't have your cake and eat it too.

 

[SirJangle]

I went to visit the new, stand alone Genesis of Mentor today. WOW, was I impressed. Talk about a true luxury experience. Google them and check out the pics of their new dealership. Mentor is in Ohio, BTW. They are 40 miles from me. The Hyundai dealership where I leased my GV70 is only 10 miles from me. I'll be driving the 40 miles to take it to Genesis of Mentor for service. I was talking to the GM and he informed me that all of their technicians are Genesis certified. He also informed me that their sales are up 60% since moving to the stand alone building versus selling from their Hyundai dealership. He also told me that they'd honor my valet service at that distance too and they never put any of their Genesis customers into anything but Genesis loaners. I'll definitely be leasing my next Genesis from them as he gave me 90 minutes of his time, gave me a tour of their dealership, and introduced me to their Service Manager. All while knowing that I wasn't there to lease or buy anything. I told him about this thread and he told me that was the main reason they built the new dealership, customer complaints and desire for a more luxury experience during and after the sale.

 

[EdP]

I went to visit the new, stand alone Genesis of Mentor today. WOW, was I impressed. Talk about a true luxury experience. Google them and check out the pics of their new dealership. Mentor is in Ohio, BTW. They are 40 miles from me. The Hyundai dealership where I leased my GV70 is only 10 miles from me. I'll be driving the 40 miles to take it to Genesis of Mentor for service. I was talking to the GM and he informed me that all of their technicians are Genesis certified. He also informed me that their sales are up 60% since moving to the stand alone building versus selling from their Hyundai dealership. He also told me that they'd honor my valet service at that distance too and they never put any of their Genesis customers into anything but Genesis loaners. I'll definitely be leasing my next Genesis from them as he gave me 90 minutes of his time, gave me a tour of their dealership, and introduced me to their Service Manager. All while knowing that I wasn't there to lease or buy anything. I told him about this thread and he told me that was the main reason they built the new dealership, customer complaints and desire for a more luxury experience during and after the sale.

That is good news. I hope all the stand alone dealers are that good and can improve the service reputation. Maybe it is an incentive for the others to shape up.

 

[SirJangle]

That is good news. I hope all the stand alone dealers are that good and can improve the service reputation. Maybe it is an incentive for the others to shape up.

I agree. And, they even let me drive an eGV70 too. Impressive vehicle. I may actually go electric with the next one.

 

[Tau]

Ultimately, owners will define the brand in the marketplace, on social media and through research like JD Power.

Owners have weighed in regarding customer service and it goes way beyond the posts on this site. J. D. Power research, referenced above, is a good example. The annual J. D. Power Studies on both Sales and Service Satisfaction are based on thousands of owner surveys for each study and the published results influence millions. Summary graphs of the latest available studies are below and prior year's rankings are listed as well. (If your interested, study methodology and other details can be researched online). Most potential buyers will just look at the summary snapshot.

In the annual Sales Satisfaction Index Study, Genesis ranked last of 14 luxury brands for years 2017- 2021. (2022 chart is below).
For the annual Customer Service Index Study, Genesis was included beginning in 2020 and ranked as follows: 2020 - Below Average at 11 of 14 luxury brands, 2021 - Below Average at 9 of 14 brands, 2022 - Below Average at 12 of 14 brands. (2023 chart is below).

 

[Husky]

Alfa Romeo!? Number 1 in 2022? That's a surprise!

 

[SirJangle]

Alfa Romeo!? Number 1 in 2022? That's a surprise!

That surprised me too. Based on my reading, anyway.

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[vexige]

Service experience is bad, just like others said.
Nothing in Genesis showroom separates it from Hyundai...
Staff needs to be retrained, or new staff hired; that Hyundai mentality is pervasive, starting from the GM, like the experience I had couple of weeks ago... Zero customer service skills...

 

[SirJangle]

Nothing in Genesis showroom separates it from Hyundai...

Not sure I understand this. Genesis autos are unique and gorgeous. IMO, Genesis autos stand out big time. You can tell from the headlights and taillights alone.

 

[vexige]

Not sure I understand this. Genesis autos are unique and gorgeous. IMO, Genesis autos stand out big time. You can tell from the headlights and taillights alone.

Sorry, if I wasn't clear.
I was referring to the showroom itself... Relatively small, Hyundai's are mixed with Genesis, bathrooms, coffee machines, something one would expect from a premium brand, just like BMW, mb, audi, etc..
I just don't get the same feeling, but it is a personal preference, of course

 

[EdP]

Sorry, if I wasn't clear.
I was referring to the showroom itself... Relatively small, Hyundai's are mixed with Genesis, bathrooms, coffee machines, something one would expect from a premium brand, just like BMW, mb, audi, etc..
I just don't get the same feeling, but it is a personal preference, of course

My Hyundai/Genesis dealer had nicer bathrooms than my MB dealer, better waiting area and on and on. Some have it already.

 

[EdP]

Alfa Romeo!? Number 1 in 2022? That's a surprise!

Only for a second, think about it. It is all about ratio.

How many Hyundai/Genesis do you have to sell to make the same profit as one Alpha?
How many of each brand have to be service at the same time?
How many well trained sales people are needed and how much time can they spend with you?
What is the shop rate for non-warranty work?

Alpha can afford to be Ritz Carleton
I'd hope Genesis will be at least Holiday Inn
Hyundai is mostly Motel 6.

 

[SirJangle]

Sorry, if I wasn't clear.
I was referring to the showroom itself... Relatively small, Hyundai's are mixed with Genesis, bathrooms, coffee machines, something one would expect from a premium brand, just like BMW, mb, audi, etc..
I just don't get the same feeling, but it is a personal preference, of course

I see. Yes, check out my post above about the new Genesis of Mentor in Ohio. It was impressive and quite frankly, what the Genesis experience should be.

 

[krikorr]

What's your vision for Genesis? The brand... What would you like to see them do? A new car? A new CUV? A new EV? What? High performance? Ultra luxury? What can Genesis do that would make you say, "Wow! I'm proud to be a Genesis owner - and I'm going to remain loyal forever."?

Sal,
In my opinion, Genesis has mastered the engineering/technology/design factors of a prestige brand but there are two major things Genesis has to to realistically become a prestige brand. First they must develop a system for measuring dealer performance using metrics that measures dealer's across a number of measuraable and recordable areas, e.g., avg time from service call to service appt, avg time to repair, number of loaner available incidents vs number no loaner available incidents, fixed problem 2st time pcnt. And many other metrics that are objective not the subjective "how was the waiting area?" Under performing dealers should feel some pain and over performing dealers should be rewarded.

Second, the upper level management has got to get out of their offices and start to be visible to both dealers and customers. I tried to get the email or phone number of the recently appointed VP of post sale customer relations and was told post any questions to the concierge service and if they thought it appropriate they would forward them. How in the heck does he learn about post sales customer experiences if he is isolated from his customers?

 

[Geordie]

I haven't dealt with customer service yet, so I have no experience with that. But, they pretty much rolled out the red carpet for me when I came in to test drive and right after, sign my name for the car.

I would love to see a car similar to the G70, but with a twist of G80 with it. High to ultra performance, but with lots of luxury. (Think 440HP and 475TQ would be nice., but also very pricey. )

Red Carpet for sales, no carpet for service.

 

[Tones_G70]

Red Carpet for sales, no carpet for service.

I hope that's not the case. If so, I'll just go to my mechanic.

When I bought the car, my salesman kept saying how great the customer service was and how they would pick up my car on a flatbed, drop off a loaner, service my car, and return my car on the flatbed. Whether it be at work or home.
Whether this all true or not, I'll never know, as I will drop the car off myself at the dealership for oil changes and such.

 

[TheGV80experience]

What's your vision for Genesis? The brand... What would you like to see them do? A new car? A new CUV? A new EV? What? High performance? Ultra luxury? What can Genesis do that would make you say, "Wow! I'm proud to be a Genesis owner - and I'm going to remain loyal forever."?

The after sales dealership experience needs to be improved. My dealerships service department is combined with Toyota and Hyundai. You feel jammed in with all the cars you see. The waiting room is decent, not close to the Mercedes benz (my other vehicle) feel and experience.

I would like to see more standalone dealerships in their major US cities, as they promised. They do offer and I have once used the dealership pick up and drop off your vehicle for service. This was great and removes you from physically dealing with the dealership altogether, but I get a little uneasy with others driving my car.

Genesis, if you can't force the dealerships into standalones, you have to make them raise the bar in appearance, service, technician knowledge with the vehicle and from other posts here, parts availability.