Wondering how VIP service experiences are panning out for folks

[ReneL]

I'm new to the G80 game and noticed on another forum some reports of many disappointing experiences with the VIP Concierge benefit. Reports ranged from no dealers, including Hyundai dealers, in the area willing to provide the service, no loaners and folks needing to call Hyundai corporate to get dealers on board.

Until I read a few posters opinions that they would not go for an entry level service person driving their car, I hadn't really thought of it that way. So, I may not go for the pick up and delivery service but I'd sure be expecting to have the loaner. The VIP service was one of the attractive selling points for me. How's it going for others so far?

 

[Mark_888]

I don't have a Genesis Motors vehicle so I can't tell you about any personal experience, but in reading other comments, I don't think people are having a problem with loaners, especially if they are willing to take a Hyundai if no Genesis models are available.

It simply is not possible for a dealer to always have the same model available for a loaner, at all times. If they did, they would have to buy so many cars to be used as loaners that the car prices would have to be raised significantly.

Since I have driven many rental cars in my career (which required a lot of travel at times) I am used to temporarily driving less than perfect cars (per my company travel policy). I would be happy to drive a Santa Fe as a loaner for a day or two (and might go shopping at Home Depot).

 

[ReneL]

Thanks for weighing in. However, with all due respect, im hoping to hear from actual 2017 and 2018 owners because of this specific benefit that actually is supposed to provide a Genesis as a loaner as well as vehicle pick up and drop off. This is a benefit that comes with the car and is supposed to be provided not just as an optional courtesy offered or not at the dealers discretion.

 

[pmckechnie]

I have a 2018 Genesis G80. It was ready for it's first service. I thought and thought about it. Did I want some young kid driving my new car?
Did I want some new hire changing my oil and not putting in the correct (to me) synthetic oil? The same guy not rotating my tires and/or not using
a torque wrench because it's too much trouble? You get the picture.
Well, I changed the oil, rotated the tires, and checked the car over.
After seeing some of the things coming out of dealer service departments over the years I know I made the best decision.
The free service was not a issue when I leased the car.

 

[EdP]

Did you at least get free oil from the dealer?
Seems like many of the dealers use part time retired guys to pick up the car for service, however, there are exceptions. My grandson worked for a dealer shuffling cars around between dealers and auctions. He borrowed my GPS for one trip, about 250 miles round trip. It also records the highest speed. When I checked it later it read 123.

I understand your reasoning, but I no longer crawl under cars. Getting down there is bad enough, then you have to get up again.

 

[Mark_888]

Thanks for weighing in. However, with all due respect, im hoping to hear from actual 2017 and 2018 owners because of this specific benefit that actually is supposed to provide a Genesis as a loaner as well as vehicle pick up and drop off. This is a benefit that comes with the car and is supposed to be provided not just as an optional courtesy offered or not at the dealers discretion.

With all do respect, many Genesis Motors owners have previously posted on this forum about the experience, and I read those posts, which is what I relayed to you above. I doubt that all those posts will be repeated here again.

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I understand your reasoning, but I no longer crawl under cars. Getting down there is bad enough, then you have to get up again.

On the V6, the oil filter can be reached from the top of engine compartment. The oil can be removed with an oil extractor via the dipstick hole. There are several good threads on this, with pics.

 

[Mcc]

So easy to get off topic at the drop of a hat. Anyway you might look under the top level topic Genesis Dealer Experience. Here is what I wrote a few months ago.

Well the valet experience at Keyes Van Nuys on my G90 Ultimate was all I expected. Car was picked up on time and returned washed and cleaned a little bit earlier and they had predicted. They dropped off a dedicated Premium G80 courtesy car for me to use for the day. Everything that I expected, no issues, very professional.

 

[Dai Uy Ted]

Thanks to its inherent reliability, I haven't had to test the valet service for my six-month-old G80 5.0.

But I have needed the comparable service from my Jaguar dealer, even though the Jag is newer. (Bought for its looks and panache, not for its legendary "reliability".)

And on behalf of the typical delivery driver, these guys are not adolescent lot helpers. They are retired, mature folks working to keep active and make a little Bingo money. I've never had an issue with them, from any number of dealerships.

You can rest easy on that issue, anyway.

 

[Mcc]

Thanks to its inherent reliability, I haven't had to test the valet service for my six-month-old G80 5.0.

But I have needed the comparable service from my Jaguar dealer, even though the Jag is newer. (Bought for its looks and panache, not for its legendary "reliability".)

And on behalf of the typical delivery driver, these guys are not adolescent lot helpers. They are retired, mature folks working to keep active and make a little Bingo money. I've never had an issue with them, from any number of dealerships.

You can rest easy on that issue, anyway.

You are right Dai-Uy-Ted. It seems to be very popular and cool to make broad generalizations and say that the drivers who do the valet service are all adolescents. Maybe they were in the past but dealers are servicing cars that are a lot more expensive and it would be idiotic of them to trust these cars to immature drivers. The valet who picked up and dropped off my car was mature, courteous and punctual. Not saying all are but l suspect more are than ever are. Depends a lot on how good your dealer is. I just wouldn’t make the assumption blindly or on anecdotal evidence.

 

[Nikgen]

Thanks to its inherent reliability, I haven't had to test the valet service for my six-month-old G80 5.0.

But I have needed the comparable service from my Jaguar dealer, even though the Jag is newer. (Bought for its looks and panache, not for its legendary "reliability".)

And on behalf of the typical delivery driver, these guys are not adolescent lot helpers. They are retired, mature folks working to keep active and make a little Bingo money. I've never had an issue with them, from any number of dealerships.

You can rest easy on that issue, anyway.

On 2 separate occasions with 2 separate dealers, both my 2015 and 2016 Genesis' triggered speed alerts when they were being moved by the dealer in attempts to fix the rattling pano roofs. I had the speed alert set at 85 mph so all I know is that they were going at least that fast. In both instances, there were no repercussions/recourse - just a "sorry, we'll talk to our driver" from the dealer. Therefore, I don't share your optimism on others driving my cars responsibly.

Maybe it's different with dedicated Genesis dealers but I doubt it. I'd rather just drop it off myself and get a decent loaner than risk some stranger speeding around in my car.

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[Mcc]

Wow what a run of bad luck. And to have the speed alert set for 85mph, you must have really expected the worst. Now I wonder if that is going to be true of the G80 and G90 valet?

So you would rather drop it off yourself, does Audi have complementary valet service?

 

[Mark_888]

On 2 separate occasions with 2 separate dealers, both my 2015 and 2016 Genesis' triggered speed alerts when they were being moved by the dealer in attempts to fix the rattling pano roofs. I had the speed alert set at 85 mph so all I know is that they were going at least that fast. In both instances, there were no repercussions/recourse - just a "sorry, we'll talk to our driver" from the dealer. Therefore, I don't share your optimism on others driving my cars responsibly.

Maybe it's different with dedicated Genesis dealers but I doubt it. I'd rather just drop it off myself and get a decent loaner than risk some stranger speeding around in my car.

Right, and the problem is not just that they were driving over 85 MPH, but that they most likely were going from 0-85 as fast as they could, multiple times.

 

[Nikgen]

Wow what a run of bad luck. And to have the speed alert set for 85mph, you must have really expected the worst. Now I wonder if that is going to be true of the G80 and G90 valet?

So you would rather drop it off yourself, does Audi have complementary valet service?

I had set it myself at 85 to see how it worked (and as a reminder to reign myself in if I was too "spirited" as a warning pops up on the Nav screen in car as well). I had not set it to "catch" anyone (at least the first time) - but not a bad idea to set speed and geofence alerts before you hand over your car to strangers. I'd also expect the G80 Sport to be even more susceptible to "abuse" by valets.

Audi does not have valet service nor would I ever use it for the reasons I detailed above (I'd also prefer to avoid the potential liability if someone driving my car has an accident- especially if they are driving irresponsibly and cause it). The dealer is only 10 minutes away and they do have complimentary Audi loaners - but I have had no reason to use one yet.

 

[Mcc]

Ok I’ll take this one more step although it does not excuses excessive speed by anyone. Suppose the dealer thought they had fixed the rattle and you sped it up to 85 (which seems to be your wont) and heard the rattle again. Would you have blamed the service dept?

 

[ReneL]

I have a 2018 Genesis G80. It was ready for it's first service. I thought and thought about it. Did I want some young kid driving my new car?
Did I want some new hire changing my oil and not putting in the correct (to me) synthetic oil? The same guy not rotating my tires and/or not using
a torque wrench because it's too much trouble? You get the picture.
Well, I changed the oil, rotated the tires, and checked the car over.
After seeing some of the things coming out of dealer service departments over the years I know I made the best decision.
The free service was not a issue when I leased the car.

It's definitely a plus, including for piece of mind, when one has the knowledge, experience and ability, and as such, the option to do some of the routine maintenance personally.

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When I checked it later it read 123.

Wowza! hence my fear of the pick up and drop offs, lol. I've heard some other vehicles, can't recall which, have what is referred to as a red key which the owner to set some parameters on speed, etc. Would be good to have this for the VIP service.

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Thanks to its inherent reliability, I haven't had to test the valet service for my six-month-old G80 5.0.

But I have needed the comparable service from my Jaguar dealer, even though the Jag is newer. (Bought for its looks and panache, not for its legendary "reliability".)

And on behalf of the typical delivery driver, these guys are not adolescent lot helpers. They are retired, mature folks working to keep active and make a little Bingo money. I've never had an issue with them, from any number of dealerships.

You can rest easy on that issue, anyway.

Encouraging

 

[Nikgen]

Right, and the problem is not just that they were driving over 85 MPH, but that they most likely were going from 0-85 as fast as they could, multiple times.

Actually, in these cases they did not as that would have triggered additional alerts (or they kept it to 0-84 mph). I suspect that the drivers saw the alerts pop up on the Nav screen and realized they might be "busted" and backed off! But who knows what they did before they triggered the alerts...

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Ok I’ll take this one more step although it does not excuses excessive speed by anyone. Suppose the dealer thought they had fixed the rattle and you sped it up to 85 (which seems to be your wont) and heard the rattle again. Would you have blamed the service dept?

Perhaps you should not make judgements about what people you don't know are wont to do??? I did not set the speed alert at 85 mph because I routinely drive that fast. In fact, I rarely had these cars on highways and typically kept it at 75 max depending on traffic when I do get on highways.

Your question is also sort of irrelevant as there is no fix for the rattling pano roof in these cars and it reared it's noisy head at low speeds on any road that was pretty much not perfectly smooth. In addition, the dealers were moving the car to a sunroof specialty shop both times they drove at over 85 mph - these were not technicians driving to diagnose the issue. If the car only exhibited roof rattles at 85 mph, I likely would not have pursued lemon law as it would not have been the daily annoyance that it was (though it would still indicate a design/quality flaw).

Also, for your information, the alerts also tell you where the car was when it triggered the alert - the first time it was on a road with traffic lights/shopping centers and a speed limit of 55 mph. The second time it was on a highway section where the speed limit is 65 mph.

Finally, you also really seem to completely miss the point of my post - it was to share actual experience with dealers moving customers vehicles and why that valet service might not be as good as it sounds!

 

[Mcc]

Perhaps you should not make judgements about what people you don't know are wont to do??? I did not set the speed alert at 85 mph because I routinely drive that fast. In fact, I rarely had these cars on highways and typically kept it at 75 max depending on traffic when I do get on highways!

I am not making any judgements. You yourself said “I had set it myself at 85 to see how it worked (and as a reminder to reign myself in if I was too "spirited" as a warning pops up on the Nav screen in car as well)“ You are a spirited driver that wants to be reminded when the go over 85. You wouldn’t have set it if it wasn’t likely to happen. If you just wanted to test it you certainly could have done so at say 65mph.

 

[SNSN]

Let me add a few comments about the "Genesis experience"...
I've owned a 2012 Genesis R Spec , 2014 Equus and just got a G80 Sport.
I have owned every German Luxury brand before this and know what a luxury experience is supposed to be like.
When the Equus came out and HMC began marketing the " Genesis Experience" it also sounded same as it does now.
Yes, my salesman came for the first few " scheduled" services and delivered another car. Sometimes it was a Genesis sometimes it was a " very dirty Sonata ".
Each dealer had it "own" way of handling the "experience" . After the 2nd or 3rd year, a non scheduled service didn't include a loner. ( they always said we have no cars available)
Now things are supposed to be backed by HMC, not the individual dealer.
I can say my dealer in the metro NY/NJ area is supposed to be one of the largest Equus/G90 dealers in the country.
That said, there is still very little to be said about the "experience". You're treated the same as any Hyundai buyer, walking in.
Until they move Genesis brand into it's own showrooms and service locations, nothing will ever change.
Witt the current economy, and the amount of cars Genesis is selling in total, I don't see the dealers making this investment, at least not for a very long time.
Why have I had 3 of them?...simple, I feel they're building a great car.
The current problem now is HMC is trying to get the lease prices well over $600's ( for fully equipped G80's) an 2018 G90 is leasing for $750-850, when before they leased in the 600's.
As I said every dealer is different, but if this is the reason you want one, set the bar low, enjoy the car and the 36,000 free service!

 

[Florida Alan]

I just took my car in for first oil change.
I drove it there myself, after making an appointment.
I don't want somebody joyriding in my car on the way to/from the dealership.
I guess this may be a good alternative for busy people, but I'm retired with lots of time on my hands.
I also find it is good to build a relationship with service writer, who in my case I've know for about 5 years.

 

[onailrof]

I have a 2017 G80 Ultimate. I've had mixed performance on the valet service.

I've had my car for a little over a year and have 24,000 miles, so I've gotten a few oil changes in that time and had one issue fixed. It's really hard to get the valet service for both the drop off and pickup. What I've started to do is drop off my car in the morning on the way to work, pick up a loaner (most every time I've gotten a G80). Then I use the valet service to "pick up" the loaner and drop off my car in the afternoon while I'm at work. Except for one time, when they didn't have a driver to drop off my car at work, this seems to work pretty well. The time they couldn't drop off my car and pick up the loaner, I kept the loaner overnight and swapped cars in the morning on the way to work.

I think there is room for improvement in the valet service. The dealers don't seem to be equipped with the extra person needed. I think the dealers are trying very hard to accommodate this perk, but they just aren't there yet.

My dealer is in the north suburbs of Chicago and is luckily right between my home and work. I was really looking forward to not having to deal with going in to the dealer to drop off/pick up my car because their hours are not convenient for me and it's still a 1/2 hour drive from either home or work.