What do you want Genesis to do?

[Genesiswonderer]

Drastically improve customer service and dealer experience, as well as improve Connected Services quality and reliability.

 

[Burgie]

Customer service that walks the Genesis talk!

 

[Markdes]

Customer service that walks the Genesis talk!

As the saying goes...talk is cheap!

 

[Genesiswonderer]

As the saying goes...talk is cheap!

Yup. They have an enormous hole to dig themselves out of if they want to get there.

 

[yostrovsky]

................................................................................

Now Delray Genesis in Florida has my car for warranty repair for THREE months.
They don't give me an estimate repair time, "We don't know" is their answer.
This is absolutely unacceptable.
I love my G70, it's an excellent car.
But I would not recommend it only because of shitty service.

If Genesis wish to take piece of luxury segment they MUST change their way to provide service as it should be for luxury customers.
Every forum member agree that Genesis dealerships must be separated from Hyundai.

Update.

Just got my car from the shop.
Next day trade it in for BMW.
Goodbye Genesis.
Never again.

 

[RthomasHofer]

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."?

I can’t see where to post “ what I want Genesis to do”, But I wish they would put the front seat controls on the door like in the Kia K900. So much more ergonomic!

 

[YEH]

Interview with the head of the dealership council on Automotive News where he states Genesis may be mulling hybrid powertrains after requests by dealerships, in addition to delaying the switch to an all BEV lineup.

 

[GeeVee7T]

Interview with the head of the dealership council on Automotive News where he states Genesis may be mulling hybrid powertrains after requests by dealerships, in addition to delaying the switch to an all BEV lineup.

Spectacular news.

Canada is still clinging to effectively "banning" ICE after 2035. Only plug-in-hybrids (PHEVs) look like they'll be an option after 2035. Still a fail in my opinion, as having a cord is not a solution. Why not a normal gas-hybrid that can get the same or better range? But whatever, I'm not the moron currently making environmental fantasy policies in my country.

 

[grtday]

Simple and most demonstrably effective.
Do what Lexus is doing.
Take money, time, and above all commitment.
Simple.

(Read my closing tag)

 

[George S.]

I've got a large list of improvements needed. Owners need a quicker response back when they report an issue. I have been waiting for 3 weeks for support on an issue with the Remote Start on Quick Links at "dashboard" not working properly. There are times, maybe a week or two later, I get a reply (email) asking if I still have the issue. Of course I do. No one had contacted me.

I wish the voice command function was easlier to use, like Mercedes MBUX. You have to be too specific to get the command understood and there is not a big list of commands available like with MBUX.

I would like to see Genesis use route-based speed action in their navigation. Again, like MB

Heads up display and heated rear seat should be an option on the Advanced package of the GV70 without having to purchase the 3.5T Sport Prestige package, which is not only $16,200 more, but comes with a gas guzzling motor and black chrome, which some don't find very attractive.

Same goes for the Electrified GV70 Advanced package. Here, even the heated steering wheel and Lexicon Sound system were removed and only available now on the Prestige for an extra $6,800 on an already expensive model. If Genesis wants to sell more Electrified GV70, they better first of all make more units available on the lots of the dealers and in more states, keep the features that the customer needs and wants, include more interior colors, like they do for the ICE... especially Havana Brown or Velvet Burgundy, and lower their prices.

The GV70 has a lot going for it. This is the bread and butter model for Genesis. Give customers what they want, not take away features. Though they can remove the fingerprint authentication, remote and smart parking that doesn't work well and is way too slow. These are just gimmicks and unnecessary. A waste of valuable microchips.

One thing that really bugs me is the fact that you cannot lock the vehicle manually (I can on my G90), merely by hitting the lock button on the door's armrest and then closing the door. The GV70 needs your fob in hand. So, if you don't have the fob, or it goes dead, or you put the fob in a faraday pouch (or wrap in foil) so you don't take it on a kayak trip on the lake with a chance of loosing it or getting wet, you can't lock the door. You have to rely on connective services through your phone (if you even own one) and hope there is a signal and your phone is charged up. And maybe you don't want to take your phone out on the water to drop it overboard. And that tiny emergency key that is inside the fob will only unlock the vehicle and set off the alarm. It will not lock it. It is so hard to turn if anyone actually ever tried.

And last of all, why doesn't the vehicle recognize the owner as they approach with their fob? Instead, you have to take the time to change user on the center screen to bring up driver's preferences, which not only takes time to do, but can cram a person into a seat setting that was set for the previous driver. That fob technology has beed available decades ago.

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[Markdes]

All valid points...Thank you!

 

[ras61]

Update.

Just got my car from the shop.
Next day trade it in for BMW.
Goodbye Genesis.
Never again.

I never even got to the point of owning one, a terrible, dishonest purchase experience 4 months ago had me walk out on the closing - I then moved on to an Audi instead.

Concerning "never again", I didn't think I'd hold that bad dealer experience against the brand, but while sitting here just now watching the Genesis Open golf tournament, I have to admit I'm still bitter and have negative feelings whenever they show a car or a commercial. We talked about buying our daughter a new car after graduating college this spring, and her first choice was a GV70, but I actually think I'd steer her in another direction. Add in the service problems many are having, and the disinterest from corporate in addressing these problems (I did reach out to the Concierge cust service people, and they were useless), and the whole process makes you feel like a rube being fleeced instead of an honored guest. I actually question if the brand will survive, another reason to second guess buying one.

 

[Backslack]

I actually question if the brand will survive, another reason to second guess buying one.

Considering their year over year sales growth and their parent company having now become the third largest auto group in the world, I don't think your wish will come true.

Speaking of Audi, one of our relatives tried to purchase one from a dealership in New Jersey. 3 months and they haven't even filed for a new title yet despite paying upfront in cash. Dealers can be trash regardless of brand.

 

[EdP]

I never even got to the point of owning one, a terrible, dishonest purchase experience 4 months ago had me walk out on the closing - I then moved on to an Audi instead.

Concerning "never again", I didn't think I'd hold that bad dealer experience against the brand, but while sitting here just now watching the Genesis Open golf tournament, I have to admit I'm still bitter and have negative feelings whenever they show a car or a commercial. We talked about buying our daughter a new car after graduating college this spring, and her first choice was a GV70, but I actually think I'd steer her in another direction. Add in the service problems many are having, and the disinterest from corporate in addressing these problems (I did reach out to the Concierge cust service people, and they were useless), and the whole process makes you feel like a rube being fleeced instead of an honored guest. I actually question if the brand will survive, another reason to second guess buying one.

Have you talked to another dealer? Unfortunately, auto dealers are independent businesses and the car makers have little control over them.

Shame you had a bad experience. Others have too, but some of us have had good experiences.

 

[PaininDbutt]

Agreed a dealership is a business and as such you’ll have bad ones. It sucks that this was exactly what happened with you. I know they have a learning curve as a company in general, but every brand had to start somewhere, and they do not always get it right. Good luck with whatever you end up purchasing and I wish you well.

 

[George S.]

I never even got to the point of owning one, a terrible, dishonest purchase experience 4 months ago had me walk out on the closing - I then moved on to an Audi instead.

Concerning "never again", I didn't think I'd hold that bad dealer experience against the brand, but while sitting here just now watching the Genesis Open golf tournament, I have to admit I'm still bitter and have negative feelings whenever they show a car or a commercial. We talked about buying our daughter a new car after graduating college this spring, and her first choice was a GV70, but I actually think I'd steer her in another direction. Add in the service problems many are having, and the disinterest from corporate in addressing these problems (I did reach out to the Concierge cust service people, and they were useless), and the whole process makes you feel like a rube being fleeced instead of an honored guest. I actually question if the brand will survive, another reason to second guess buying one.

You made an accurate point about the Concierge, that they are useless. Back in 2018 when I first bought my G90, they seemed to be more helpful. However, recently I have experienced unsatisfactory results. If you show interest in a vehicle at a dealership online, you immediately get a call from the Concierge and they say that they will help you get connected. Yet, days will go by and no one returns the call from that dealership. All dealerships must go through Genesis' website to show inventory, which is not even close to being accurate. You could be viewing 10 vehicles of a model on what is believed to be at the dealer and find out only one is actually on the lot... after you make a phone call. And, try to call about a problem. It can take several weeks or months to get it resolved. I guess they grew too big too fast and now can't keep up. I feel the affects by this issue more since my nearest dealer for Genesis is about 85 miles away. We had a local dealership for a couple years, but Genesis forced them to drop the line, even though they are still a Hyundai dealer. Yes, some dealerships are better than others. But if I don't get support from Genesis, do they?

 

[ras61]

Agreed a dealership is a business and as such you’ll have bad ones. It sucks that this was exactly what happened with you. I know they have a learning curve as a company in general, but every brand had to start somewhere, and they do not always get it right. Good luck with whatever you end up purchasing and I wish you well.

I totally agree with you and the others, I guess my point is that a bad experience can do a lot of damage and really turn someone off. My experience with the Audi dealer was better but still had issues, so it's really a byproduct of the industry and something that has to be endured. And if the quality is ultimately in the product I'm sure they will be around for a long time, and if sales are growing every year that may be why they don't address or fix some problems, they simply don't need to (?). If I can find a better dealer there's still a good chance a Genesis might be in my future - best of luck with yours!

 

[Gv8076]

It's simple really. You can produce the most luxurious, best looking vehicles on Earth, but if the customer service isn't there after the sale, people will be one and done. Genesis NEEDS more exclusive dealerships so that the luxury experience continues throughout the entire ownership experience. I came from Acura, Infiniti, and Lexus and although my local Hyundai dealership treated me well, it was nowhere the experience I had with the others. I haven't had any service experiences yet but I'll say the waiting room and amenities at the Hyundai dealership most certainly aren't what I'm used to. Some might think that's a lil snobby but I didn't pay $75K after taxes and fees for that experience. In the end, we all just want what we paid for.

I totally agree. The customer service is terrible. You are not valued after you sign those papers .

 

[jwmarc]

I would say that if you have customers under warranty with a specific dealership and that dealership decides to drop the product- but still keep their Hyundai marque - someone at Genesis should be reaching out to those people and advising them of their options for service work arounds.

To call my selling dealership and to be told we don't sell or service Genesis anymore on a car that is 2 years old is just poor form... very poor form... particularly when Genesis is trying to be like Lexus or Infinity.

 

[George S.]

I would say that if you have customers under warranty with a specific dealership and that dealership decides to drop the product- but still keep their Hyundai marque - someone at Genesis should be reaching out to those people and advising them of their options for service work arounds.

To call my selling dealership and to be told we don't sell or service Genesis anymore on a car that is 2 years old is just poor form... very poor form... particularly when Genesis is trying to be like Lexus or Infinity.

In my case, I had purchased both of my Genesis well after our local dealer dropped the line. I bought my first vehicle about 500 miles away and the next, four years later, from a dealer 140 away. I am using a different, closer dealer, which is out of state, but within the 100 mile range for service of my vehicles. I believe that is the limit they will go to retrieve your vehicle, give you a loner and return it. I have already had to use this emergency service when my G90's battery would not take a charge and it was only 2 years old. You can take your vehicles to any dealer for service or warranty work, whether you bought it there or not. They get paid from Genesis for the warranty or recalls. I'm not sure what happens if this dealer should decide to drop Genesis, since the other nearby dealerships are further than 100 miles. I guess I am taking a chance that I will not have any major issues. Though my 2018 G90 just got recalled a few days ago for a faulty starter which could catch fire.