When do you guess the Luxury dealer experience will be widely available?

[Tau]

GMA has indicated that their target is to have around 100 stand alone or separated dealerships open by the end of '24 and today there are two in operation and some coming.

Many buyers of new Genesis models have expressed displeasure over the sub luxury level customer experience at their dealer and are anxious for big improvement.

What's your guess as to:

1.) how many fully operational dedicated Genesis dealers (sales & service) will exist in the U. S. at the end of '24.
2.) whether GMA will yank the Genesis franchise from those dealers that don't have dedicated facilities at the end of '24

This article might help inform your guess: Genesis Opens First Stand-Alone Dealership in U.S. - The Detroit Bureau

There will be no prizes for guesses that turn out to be accurate , but have fun!

( if you believe that the current Genesis dealer network is no worse than that of other luxury marques, ignore this post or just post the reply "because pandemic" )

 

[2450NW]

Based upon the lack of foresight Genesis displayed in first authorizing the co-located Hyundai/Genesis dealerships to initiate and pump the brand, then dumping those that could not afford to open a separate Genesis-only facility and in the process abandoning many, many buyers, I predict an early demise of the Genesis brand. I say this because I suspect current owners and potential buyers will no longer trust Genesis. New buyers will shy away from the brand and current owners will be too skittish to put another $60k- $80k at risk.

I write this as an owner of a 2021 GV80 3.5L Prestige. I love my GV80 but I will not buy another, simply because of that lack of trust.

 

[Chad86tsi]

Based upon the lack of foresight Genesis displayed in first authorizing the co-located Hyundai/Genesis dealerships to initiate and pump the brand, then dumping those that could not afford to open a separate Genesis-only facility and in the process abandoning many, many buyers, I predict an early demise of the Genesis brand. I say this because I suspect current owners and potential buyers will no longer trust Genesis. New buyers will shy away from the brand and current owners will be too skittish to put another $60k- $80k at risk.

I write this as an owner of a 2021 GV80 3.5L Prestige. I love my GV80 but I will not buy another, simply because of that lack of trust.

Hate to admit it, but I fully agree. I left the brand 3 months ago, and I'm unlikely to return. There are several factors, but local service/supply/reputation really killed it for me. I was looking to make a long term relationship here, and it's just not feeling like they will be able to support me 5+ years down the line after ~3 years of lacking and even declining local support.

I wish them well 100%, but the trust is gone.

 

[EdP]

Based upon the lack of foresight Genesis displayed in first authorizing the co-located Hyundai/Genesis dealerships to initiate and pump the brand, then dumping those that could not afford to open a separate Genesis-only facility and in the process abandoning many, many buyers, I predict an early demise of the Genesis brand. I say this because I suspect current owners and potential buyers will no longer trust Genesis. New buyers will shy away from the brand and current owners will be too skittish to put another $60k- $80k at risk.

I write this as an owner of a 2021 GV80 3.5L Prestige. I love my GV80 but I will not buy another, simply because of that lack of trust.

early on there were many legal issues that prevented stand alone dealers as they wanted. I used two different dealers and my car has been serviced well so no complaints. I'd buy another based on the good treatment and service I've had.

 

[G-618872]

I think it depends where you are located. Here in LA we have several to choose from that are within driving distance. But I agree the legitimate complaints about poor service are concerning.

 

[XappspecR]

I live in the 4th largest statistical population area (pop 7.6 million) in the US. 6 years after the launch of the brand, still no stand-alone Genesis dealerships. Meanwhile, Lafayette, La (pop 241,000) is enjoying a stand-alone. WTF?

I agree with earlier posts, the brand will not survive in the US. We'll continue to wait in line for days or weeks for service behind Elantras and Sante Fe's.

 

[Double00]

Ilive in Ohio and have no problem scheduling service get appt. in two days just no service loaner

 

[vin0770]

In answer to the thread title: A decade.

There is only one dealership that can service my GV70 the one I bought it from which is a combo dealership. They say they have to have their stand alone done by 2024. So far so good for me on the two services done thus far even concierge service. But I don’t like the dealership owner and the $7-10k market adjustment is still piggy and I’ll remember. Bought four cars in four years from them…but I’m done. I’ll replace this work car in three years but it won’t be here.

The best Hyundai dealership in town is where I bring the 2020 Palisade Limited for service…excellent and nice facility. 40k on it and it’s been bulletproof. I’d bring the GV there but they don’t do Genesis although the owner wants to get a franchise.

19k on the GV70 and not rattle or warranty work needed so I’m one of those lucky ones loving it. I like it way better than the Lincoln Nautilus Black Label order I cancelled but in three years we’ll see what’s new. I can’t do EV (500 mile work days common) which it seems like they’re forcing down my throat.

 

[GenesisAdvisor]

Do you mean "when will it be like Lexus"? I dunno, when will Applebee's have a Michelin star rating? I have a lot of customers tell me "well when I had a Lexus....(Audi, Benz etc) they would...." Genesis is not that and won't be like that for a long time if ever. If you have expectations of that changing, change your expectations. It will save you a lot of frustration.

 

[2450NW]

Do you mean "when will it be like Lexus"? I dunno, when will Applebee's have a Michelin star rating? I have a lot of customers tell me "well when I had a Lexus....(Audi, Benz etc) they would...." Genesis is not that and won't be like that for a long time if ever. If you have expectations of that changing, change your expectations. It will save you a lot of frustration.

Is "GenesisAdvisor" a job title or just a name? I ask because if you truly are employed by Genesis, your words carry much more weight than the rest of us know-nothing-only-guessing folks.

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[ultra63]

Do you mean "when will it be like Lexus"? I dunno, when will Applebee's have a Michelin star rating? I have a lot of customers tell me "well when I had a Lexus....(Audi, Benz etc) they would...." Genesis is not that and won't be like that for a long time if ever. If you have expectations of that changing, change your expectations. It will save you a lot of frustration.

It would help if Genesis changed their advertising and website to reflect reality. When you're promised a luxury car experience and concierge service and don't get what you're promised you feel deceived

 

[XappspecR]

Why shouldn't customers expect a Lexus-like experience? Lexus has great customer satisfaction ratings for a reason. Genesis is competing in that space, and from the dealer side of things, not very well.

 

[Chad86tsi]

It would help if Genesis changed their advertising and website to reflect reality. When you're promised a luxury car experience and concierge service and don't get what you're promised you feel deceived

It's worse to sell/market it and to then not deliver, than not offering it at all. I think that's the rub really. Not that they don't deliver, but the sales/promises made in marketing and pre-sale.

Lowering your expectation is certainly a solution, but this seems like misrepresentation rather than unreasonable expectations as the root cause.

I'm totally fine with not expecting it and not being butt hurt when I didn't get it, but only when it's not sold or otherwise promised. It also means I'm putting the cars/brands value in context of lowered expectations. This is where "what the other guys offer" starts to really matter. Don't compare quality/service to lexus? then price accordingly.

 

[EdP]

It's worse to sell/market it and to then not deliver, than not offering it at all. I think that's the rub really. Not that they don't deliver, but the sales/promises made in marketing and pre-sale.

Lowering your expectation is certainly a solution, but this seems like misrepresentation rather than unreasonable expectations as the root cause.

Varies with dealer. Pre-pandemic my dealer in CT and when I moved to FL offered everything promised. Aside from loaners, they still do. They did send me home in an Uber then picked me up next day though.

Obviously, some still lack. Choose carefully.

 

[Tau]

Do you mean "when will it be like Lexus"? I dunno, when will Applebee's have a Michelin star rating? I have a lot of customers tell me "well when I had a Lexus....(Audi, Benz etc) they would...." Genesis is not that and won't be like that for a long time if ever. If you have expectations of that changing, change your expectations. It will save you a lot of frustration.

GMA marketing should then revise it's messaging to that effect rather than the current examples below. (Perhaps a "Lower Your Expectations" campaign is appropriate to match the actual dealer experience)

GENESIS CARES​

Genesis Concierge services are a part of Genesis Cares, a new initiative that focuses on efforts to put you first in every way. From innovative financial options to straight to your door programs like Service Valet, Genesis Cares is our way of being there for you whenever you need us.

SERVICE​

True luxury is about the complete experience. Designed around real needs and wants, respecting how you actually live. This is the Genesis Experience, our thoughtfully crafted suite of owner benefits.

VIDEO​

In the 2016 U. S. launch video at the link below, HMG and GMA senior officials set expectations by announcing Genesis as a full out luxury brand that will be distinguished by a "stress-free customer experience" (sample at the 3:35 - 6:10 time mark).

 

[Chad86tsi]

Varies with dealer. Pre-pandemic my dealer in CT and when I moved to FL offered everything promised. Aside from loaners, they still do. They did send me home in an Uber then picked me up next day though.

Obviously, some still lack. Choose carefully.

True of all brands.

 

[DaleNet]

Guys I do understand what everyone is speaking to, and I do not disagree for the most part. Genesis has had a hot mess on their hands with their service but in most cases, it is the dealer that is at issue. If they do not provide concierge service and you are within the service area, then it is on them. To say they do not have a car is not acceptable. To give you subpar service is not acceptable. Genesis will get the stand-alone dealerships up and running, but I also know dealers that are on the hook to build but are holding out due to building cost and lack of inventory. These new body styles and the price point for the Genesis brand has made these vehicles a hot commodity right now.

People are complaining about the 2022 they ordered taking so long to get or being canceled. Genesis is not alone in this problem. Most the lux brands are also having inventory issues. Tech being downgraded or removed. Pricing going up. Now interest rate is going up. I think Genesis should honor pre-order pricing, but they are not on the hook for the interest rate going up. Talk to your government. Some of the people has said because it is taking so long to get their car, they should not have to pay differences and or higher interest. All knew it was going to take a long time to get the new cars. Maybe not this long, but things have happened in the world.

I do hope all of you waiting do get your cars soon. I hope the price and interest does not sway you, but if it does, so be it and good luck. I hope and expect the dealers to get better and if not, I hope Genesis weeds out the bad ones. Take care all.

 

[Tau]

Will GMA have more than or less than 50 Genesis dedicated retail locations operational by the end of '24?

(Interested owners can post a guess here).

 

[DaleNet]

Hmmmm. That will depend on their ability to provide inventory. I think it could be more as long as sales remain good, and inventory increases to make it worth wild for a dealership. Even though repairs are one of the main money makers for dealerships, they have to have the customer base to make it profitable.

 

[Jhon]

In 2016 I purchased my first new luxury car, a BMW. I was so impressed with the dealership, the service department, the tech guy that would come to your house and go over stuff on the car with you. The spread they put out while you were shopping, all kinds of food (Doughnuts bars, chips cookies, pastries, fruit and more, Soda, water, juice, energy drinks and about 20 varieties of Keurig coffee.
Since then I have purchased three more luxury cars and not one of them came to the level the BMW dealer did. But, I was at the BMW dealer last month for service. The service was great, they offered to rent me a car free of charge for a two hour service, not quite the spread of food there used to be but plenty, And they contacted me about every 45 minutes to let me know what was going on. The car was washed and vacuumed after the service.
I did refuse the rental car as I told the service rep...I worked for the government for25 years, I was pretty good at doing nothing for a few hours ever day.
I have yet to have my car serviced at the dealer so I cannot comment yet on them. I did notice they had two waiting rooms, one for Hyundai and another for Genesis but nobody policing who sat where. The dealer I go to is in a very expensive area and I am sure that they will probably be quick to open up a stand alone dealership soon. They are the number one Genesis dealer in the world. (Naples Florida)