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How do you rate Genesis Customer Service

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Discussion Starter · #1 ·
Short version,
Bought new GV80, went to register with MyGenesis and could not, because vehicle vin was already registered to another owner ??

So what to do.
Called dealer, know of problem and failed to correct??
Dealer has not corrected or responded since/

Submitted issue with Genesis SC, have cases number, two calls, about case and no action.
Last call [second] to CS proved they are useless, prior agent took notes and did nothing, and did not call back as requested
Second call agent, could not address, would not agree to call back, laid it on the dealer, so Genesis CS apparently has not power.

Explained the registered person could use the genesis app to mess with my car, placing me at a Security and Safety risk, Asked to escalate, or another contact with ability to address, Nothing offered.

CS is useless, she wished me a good day.

I have reached out to Customers Reports, this poor CS will go on record with them.


Question: What suggestions or resources are there?

I am looking for Mark Del Rosso's email address.
 

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Discussion Starter · #2 ·
Remember, this is a new car. I am being asked to correct Genesis' error.!

Dear Mr. Walker,
Thank you for contacting Genesis Motor America. We are sorry to learn of the discrepancy in our ownership records of your 2021 GV80.

Genesis is committed to the accuracy of our customer ownership records. In order to review your requested changes, we will need copies of the following documents.

- Original Vehicle Purchase Agreement or Bill of Sale

- Certificate of Title or Application for Certificate of Title

- Odometer Statement from time of purchase

Please provide this documentation to our offices by 6/6/2021 which is 30 days from the date of your request. Please send in your documents utilizing the following steps:

1. Go to Genesis.com/us
2. Scroll to the bottom of the page and click "Contact Us"
3. Click "Update Existing Case" and reference your case number below.

When received, we will forward these with your request to the appropriate personnel to correct your Name. Requested changes will be reviewed and considered based upon the information contained in the sales documents for your 2021 GV80. We appreciate your patience as the review process may take up to 30 days.

If you have additional questions or concerns please contact Genesis Customer Care.

Genesis Customer Care
(844) 340-9741
Monday-Friday 5:00 AM to 5:00 PM Pacific Time
Saturday 6:30 AM to 3:00 PM Pacific Time
Sunday - Closed

Please reference case number 18229110.

Thank you again for contacting Genesis Motor America.

Respectfully,

Genesis Customer Care
 

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Remember, this is a new car. I am being asked to correct Genesis' error.!

Dear Mr. Walker,
Thank you for contacting Genesis Motor America. We are sorry to learn of the discrepancy in our ownership records of your 2021 GV80.

Genesis is committed to the accuracy of our customer ownership records. In order to review your requested changes, we will need copies of the following documents.

- Original Vehicle Purchase Agreement or Bill of Sale

- Certificate of Title or Application for Certificate of Title

- Odometer Statement from time of purchase

Please provide this documentation to our offices by 6/6/2021 which is 30 days from the date of your request. Please send in your documents utilizing the following steps:

1. Go to Genesis.com/us
2. Scroll to the bottom of the page and click "Contact Us"
3. Click "Update Existing Case" and reference your case number below.

When received, we will forward these with your request to the appropriate personnel to correct your Name. Requested changes will be reviewed and considered based upon the information contained in the sales documents for your 2021 GV80. We appreciate your patience as the review process may take up to 30 days.

If you have additional questions or concerns please contact Genesis Customer Care.

Genesis Customer Care
(844) 340-9741
Monday-Friday 5:00 AM to 5:00 PM Pacific Time
Saturday 6:30 AM to 3:00 PM Pacific Time
Sunday - Closed

Please reference case number 18229110.

Thank you again for contacting Genesis Motor America.

Respectfully,

Genesis Customer Care
I have reached out to Genesis customer Care several times for different issues. Never received any responses except a "case number". Genesis Customer Service is totally useless!
I think an attorney letter to your dealer for selling a "used" vehicle as new will produce results.
 

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Short version,
Bought new GV80, went to register with MyGenesis and could not, because vehicle vin was already registered to another owner ??

So what to do.
Called dealer, know of problem and failed to correct??
Dealer has not corrected or responded since/

Submitted issue with Genesis SC, have cases number, two calls, about case and no action.
Last call [second] to CS proved they are useless, prior agent took notes and did nothing, and did not call back as requested
Second call agent, could not address, would not agree to call back, laid it on the dealer, so Genesis CS apparently has not power.

Explained the registered person could use the genesis app to mess with my car, placing me at a Security and Safety risk, Asked to escalate, or another contact with ability to address, Nothing offered.

CS is useless, she wished me a good day.

I have reached out to Customers Reports, this poor CS will go on record with them.


Question: What suggestions or resources are there?

I am looking for Mark Del Rosso's email address.
Interesting bc my insurance website says i have the incorrect VIN#. I have verified it with the dealer and the paperwork. Called them to update. Still have the issue.
 

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Discussion Starter · #7 ·
Update, Called Customer Care yesterday as Dealer advised. Dealer salesman was working to help. Got the same dead end.
Decided to call and ask for contact information for additional help, since CC could not help.

the agent that answered know how to make the corrections and I am now have Connected services that I should have had 4 weeks ago.

this does not speak well for the quality of the CC team, 4 Unknowledgeable agents before luckily contact with one who was able to preform " customer service"

Understand the first 4 gave incorrect instructions, could not help and blew me off.,, did not offer to look further, and refused to investigate and get back to me as requested.

this is sad and unacceptable if Genesis wants to become a premium brand, they have a way to go, they are not there yet.

PS, Like my GV80
 
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