I took my GV70 sport prestige in for the second appointment to fix the dreaded AWD light issue. They are to replace the transfer case which is the next step to figuring out the issue as Genesis can’t give a definitive answer on the root cause of the problem, so it could be one visit and its repaired. Just keep replacing things.
I don’t use the Valet service, as I love driving my car, so I arrived at the service center Wednesday morning 30 minutes prior to my appointment expecting a nice greeting, and consultation with my service manager etc. Like all premium brands do. That is not what happened! They processed my loaner and sent me on my way. Three hours later I got a call from said rep stating he didn’t know my car was even there, he just saw it out back. I talked to him the day before about the transfer case, so he asked if there were any other issues that needed addressed besides the quarter panel. I said what quarter panel. He said that little window on the back.
Last month on the first appointment, I mentioned that it had water that kept running out beneath the trim after it is washed and asked if the would please check it. When I picked the car up and read the visit notes it said the window was fine. He said he ordered a new one anyway. OK….fine.
Friday, I got a call from some guy that had sent me a text Thursday night about being there if I needed anything. I thought my old rep had passed me to a new one. He started telling me the new parts chrome didn’t match the old…it didn’t look that bad, but I could decide when I picked up the car. I said just leave the old one in. He said it had already been installed. He kept trying to tell me my chrome had oxidized and the other chrome would match after awhile. I was like what? (They had ordered bright chrome instead of dark.) I said just put the old one back in. I then asked what about the other stuff you are supposed to be working on? He said what stuff? I said the transfer case. He said I don’t know anything about that. I said you better check and call me back.
Hours later, I called him and asked about what was happening with my car. He said since you have transportation, we might be able to get to your car this coming Tuesday or Wednesday, and as far as the transfer case, he hadn’t talk to the tech yet, but he looked at the history of the car and it didn’t need a transfer case. Needless to say, the roof blew off my house…I spent all day Friday and most of Saturday on the phone with customer service reps, and Genesis USA HQ, and even the GM of the dealership. I talked to people who the switch board of the dealer said could help that weren’t even management.
I called back one last time later in the evening, and my old rep answered who told me there was a transfer case and they would get everything done quickly. He said the other guy was told not to touch my case but did anyway. I said he should NEVER talk to customers. To cut this short, my car has been sitting at the dealership for 7 days. Same wrong window, no transfer case, no oil change. Thank god I didn’t by a Hyundai if this is premium service….lol…hanging in there and praying things get better…and my AWD light issue is repaired….PERMANENTLY!
