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Discussion Starter · #21 · (Edited)
I got another update today, apparently the service agent I spoke to from the dealership lied to me about figuring out the variables needed. They want to try a hail mary by finding a car of comparable options and getting the data from the radar module, then programming my car using that data, then calibrating the sensor afterwards. He told me that there is no assurance that this might work. I told him that if they cannot fix it, why are they continuing to waste my time? It is extremely incompetent for Genesis to make a car that they cannot fix, but at the end of the day, if it cannot be fixed and a determination has been made, I can pursue other options legally, and through my insurance.

A lawyer I spoke to earlier told me that there might be a property damage claim (loss of use) against Genesis due to their engineer's incompetence so I should call him. I called him today and he told me that I should file a case with my state's Attorney General's consumer protection bureau as in Pennsylvania, lemon law does not cover issues that arose as a result of an accident. I just did, and attached all documents and correspondents with Genesis. The lawyer explained to me that as the case progresses, he can come in and help me sue Genesis, so that is the plan going forward.

I have definitely learned my lesson with the brand and there is no way I am ever touching a Genesis, Kia or a Hyundai ever in my life time.
 

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2022 Genesis GV70 3.5TT Sport/Prestige- Grey
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I got another update today, apparently the service agent I spoke to from the dealership lied to me about figuring out the variables needed. They want to try a hail mary by finding a car of comparable options and getting the data from the radar module, then programming my car using that data, then calibrating the sensor afterwards. He told me that there is no assurance that this might work. I told him that if they cannot fix it, why are they continuing to waste my time? It is extremely incompetent for Genesis to make a car that they cannot fix, but at the end of the day, if it cannot be fixed and a determination has been made, I can pursue other options legally, and through my insurance.

A lawyer I spoke to earlier told me that there might be a property damage claim (loss of use) against Genesis due to their engineer's competence so I should call him. I called him today and he told me that I should file a case with my state's Attorney General's consumer protection bureau as in Pennsylvania, lemon law does not cover issues that arose as a result of an accident. I just did, and attached all documents and correspondents with Genesis. The lawyer explained to me that as the case progresses, he can come in and help me sue Genesis, so that is the plan going forward.

I have definitely learned my lesson with the brand and there is no way I am ever touching a Genesis, Kia or a Hyundai ever in my life time.
Man, It's terrifying how similar everyone's experiences are with Genesis, Genesis Corporate, and the individual dealers. It is my understanding that despite Hyundai spinning Genesis off as an independent, luxury brand some 5-6 years ago, there is only one dedicated, stand-alone dealership in the USA and that's in Louisiana (that was as of earlier in 2022- I see an article saying 20 stand-aline dealerships are in the "planning stages."). I wonder what the reaction would be if you went to your local "investigative reporter" from your favorite News Affiliate and had them stir the pot?
 

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Discussion Starter · #23 ·
Man, It's terrifying how similar everyone's experiences are with Genesis, Genesis Corporate, and the individual dealers. It is my understanding that despite Hyundai spinning Genesis off as an independent, luxury brand some 5-6 years ago, there is only one dedicated, stand-alone dealership in the USA and that's in Louisiana (that was as of earlier in 2022- I see an article saying 20 stand-aline dealerships are in the "planning stages."). I wonder what the reaction would be if you went to your local "investigative reporter" from your favorite News Affiliate and had them stir the pot?
That is the plan, I’m currently in touch with a journalist. I’ve held back a bit because I don’t want to damage the brand but it looks like I have no other option at this point.
 

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TLDR: Bought a Genesis GV80 2.5t Prestige and had an accident the next day. The car is still being repaired after 8 months because they cannot program the radar module. Genesis corporate and the dealerships are doing nothing to help me. My insurance agent is frustrated. Has anyone else had a similar issue?

I bought a Genesis GV80 2.5t prestige in March of this year, and after a day of driving it, I had an accident, which damaged the frame rails (wasn't my fault, uninsured driver crossed the red light and I hit his car. He initially denied crossing the light but luckily, a doorbell camera caught the accident. Got myself a dashcam afterwards, please get yourself a dashcam, it will come in handy one day).

After the accident, I tried getting dealerships around my area (Greater Philadelphia area) to repair the car, because I preferred a Genesis dealership repair considering how new the car was (165 miles). I made a bunch of calls and the earliest appointment time was 3 weeks away, so I spoke to my insurance repair agent and he told me that I can use their in-network bodyshop to repair the car, then after the repair, the car can be sent to a Genesis dealership for validation. I agreed and the body shop started the repair in April (I am glad I went with the body shop, I will explain why).

The mechanic at the body shop explained to me that there are certain parts that are back ordered with no availability (belt buckle and wiring harness for the sensors), so he advised me to call the dealership and trade-in the car. He explained to me that many clients with expensive cars do it. The dealership assesses the damage and values the car based on the price of the car minus the cost of repair and depreciation due to the damage. The insurance then cuts a check for the repair, then the trade-in can happen. I called around and asked, but none of the dealerships around me were interested. The salesperson who sold the car to me agreed to give me a trade-in value. The sales person valued the car at $5000, lol. (I paid $70,000 for the car, and the car sustained about $40,000) in damage. I decided to wait for the repair. While waiting, I got myself a Genesis GV70 Advanced because I really wanted to drive a Genesis. I figured it was cheaper than renting, and Genesis cars seem to hold their value so I will just sell it as soon as the GV80 is repaired and ready.

It took 6 months for all the parts to arrive, and I am glad that I went with the insurance body shop rather than a Genesis dealership. The body shop mechanic was very communicative, calling me 2 times a week, which dropped to once a week when it was no longer necessary to constantly communicate the progress with me (we were waiting on the 2 parts I mentioned earlier). After 6 months, the final part came and he put the car together, the only problem was that the mechanic could not program the radar module, so the lane keeping assist warning was on. The mechanic had a specialist try programming the sensor, but could not so told me that he was going to make an appointment with a Genesis dealership to program the sensor and validate the repair.

I had the same problems as I described earlier in getting an appointment date, but luckily I found a dealership (same place I purchased my vehicle) that was willing to accept the car immediately, but start work on it when they can. This is where the fun part started.

I had not heard from the dealership in about a month, so I called them to inquire, and they told me that apparently, they cannot program the radar module because they usually get the data from the old sensor. They contacted the body shop to try to get the sensor but it was either damaged, or they realized that they wouldn't need it so threw it away. The dealership told me that without the old module, they cannot program the car, so they are working with the Genesis engineers in Korea to figure out the issue. Two weeks later, I called them again and this time the service rep told me that they just can't figure it out, they simply cannot, and there is nothing they can do about it. I told him that I work in tech (I am a Data Scientist/Software Engineer) so he should explain what is happening. He explained to me that there are multiple variables used to program the radar. you have to pair the variables together, to get the correct one for your vehicle, if not then you have to try them each time in pairs, and drive the vehicle for a bit to test that it worked, which is practically impossible to do. He advised me to contact Genesis corporate to see if they could help me.

I called Genesis corporate and they opened a case. They asked me what I wanted. I told them that I will accept a buy-back or trade-in. The agent said she will get back to me (did not). I had to constantly call her in order to reach her (she was always busy). After 2 weeks, she told me that she has talked with the dealership and that they will trade in the vehicle, and she has also received an answer on the buy-back request so she is emailing the letter to me. The buy-back was denied in the letter because it was not covered under lemon law. Mind you, I never filed a lemon law claim, I spoke to the customer service agent in good faith, about how I am a customer who has not 1, but 2 Genesis cars, and they might want to buy back as a sign of goodwill. I called again, very angry and told the customer service and threatened to out them for their utter incompetence because it is not my fault that they sold me a car which apparently cannot be repaired. She said she will get back to me. It has been a week and I have yet to hear from them.

Now on the dealership side of things, the dealership experience manager called me, being very apologetic, and said that they want to assess the repair before giving me a trade-in value. After that call, I received another call from the service department, the rep told me that they have spoken to my insurance and authorized the purchase of another radar module to see if they can program it (maybe the issue with the old one was because it was programmed before). This happened last week and the module was supposed to arrive last week Thursday. The customer experience manager from the dealership then called me again, and told me that without the radar module programmed, he could not give me a value of the car as it is considered a total loss and not repairable. I called my insurance to check, they were all stunned at how incompetent Genesis could be, and the told me to wait for the result of the final try, so that they will figure out a way to help me.

I called the dealership on Monday to check the progress. The service rep told me that my case was unique so Genesis sent in a field tech to come program the vehicle, and the field tech came in to get my car's vin number and information last week Friday, and that he will come back in a day or 2 to try to program the radar module. Called them today and they said that they would return my call, but they did not.

I am sorry for the long write-up, but I needed to explain the situation in detail. Is anyone having similar issues like this? According to the service rep who advised me to call corporate, he mentioned that he has seen customers with issues who called corporate to have them resolved.
Yo...
Similar but different...
At 2700 miles my GV80 3,5T got hit in a parking lot by a guy who had no business being behind the wheel (Oh, I've hit a car...I need to stop...Oh, I've hit another car) but that's another story...
The backlog on shipping parts took 6+ months, but the other dirver's insurance covered my rental, & what could I do?...Got it back & by God a stone hit my windshield on the interstate & chipped the windshield...It was drivable, so the add'l 6 months to get the windshield in really didn't matter...
Then this year's navigation upgrade hit, which I find wholly byzantine in how they do this - BMW does it by satellite & you just get a notice when it's done - & I went down the rabbit hole...Calls to concierge offered various responses, suggestions, whatever, & I was finally advised to take it to my dealership...Fair enough, but the dealer said the update wasn't available yet, & I would be "advised" by Genesis when it could be installed...Back to the concierge, & this time I'm told the update would be available in "mid-November," & in that it was the 12th when I called, I asked for the specific date...The reply was they "did not know" when the update would drop...I spent my career in tech, & while not an IT person, I knew no one announced a software update with an availability of "sometime soon"...
After 3 weeks of putzing around with the Genesis crowd, from concierge to corporate to the firm they outsource their GPS data to the dealership , it became pretty obvious that no one within the organization communicates with anyone else...I did get it to install eventually, but only with me figuring out a work-around that NO ONE within the Genesis quagmire had helped with...
My other issue is that by not investing in stand alone Genesis dealerships, as Genesis owners we're basically sucking hind-tit when it comes to Hyundai dealerships being responsible for our maintenance...I know one local Hyundai dealership owner, & his story is that in this market (WNC), Genesis' percentage contribution to his revenue stream is in the single digits...As I think about this, & I have no idea what the financial relationship is between corporate & dealership, his Genesis sales are costing him money...
As a BMW guy since 1988, I really like my GV80, but after all the above, I have concerns about Hyundai's committment to the brand...I can imagine how much it costs to promote a new automotive line in the world, but I feel Hyundai needs a major commitment to the brand to stabilize the Genesis reputation...Luckily, I leased so in another year I turn the car back in...But, as much as I like the GV80, i will need to see a substantial commitment to the brand demonstrated by Hyundai before I agree to drive another...The Genesis brand seems to be in the "afterthought" category for Hyundai because of its contribution to their revenue stream...
But, man, what a gr8 automobile for the $$...
 

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Yo...
Similar but different...
At 2700 miles my GV80 3,5T got hit in a parking lot by a guy who had no business being behind the wheel (Oh, I've hit a car...I need to stop...Oh, I've hit another car) but that's another story...
The backlog on shipping parts took 6+ months, but the other dirver's insurance covered my rental, & what could I do?...Got it back & by God a stone hit my windshield on the interstate & chipped the windshield...It was drivable, so the add'l 6 months to get the windshield in really didn't matter...
Then this year's navigation upgrade hit, which I find wholly byzantine in how they do this - BMW does it by satellite & you just get a notice when it's done - & I went down the rabbit hole...Calls to concierge offered various responses, suggestions, whatever, & I was finally advised to take it to my dealership...Fair enough, but the dealer said the update wasn't available yet, & I would be "advised" by Genesis when it could be installed...Back to the concierge, & this time I'm told the update would be available in "mid-November," & in that it was the 12th when I called, I asked for the specific date...The reply was they "did not know" when the update would drop...I spent my career in tech, & while not an IT person, I knew no one announced a software update with an availability of "sometime soon"...
After 3 weeks of putzing around with the Genesis crowd, from concierge to corporate to the firm they outsource their GPS data to the dealership , it became pretty obvious that no one within the organization communicates with anyone else...I did get it to install eventually, but only with me figuring out a work-around that NO ONE within the Genesis quagmire had helped with...
My other issue is that by not investing in stand alone Genesis dealerships, as Genesis owners we're basically sucking hind-tit when it comes to Hyundai dealerships being responsible for our maintenance...I know one local Hyundai dealership owner, & his story is that in this market (WNC), Genesis' percentage contribution to his revenue stream is in the single digits...As I think about this, & I have no idea what the financial relationship is between corporate & dealership, his Genesis sales are costing him money...
As a BMW guy since 1988, I really like my GV80, but after all the above, I have concerns about Hyundai's committment to the brand...I can imagine how much it costs to promote a new automotive line in the world, but I feel Hyundai needs a major commitment to the brand to stabilize the Genesis reputation...Luckily, I leased so in another year I turn the car back in...But, as much as I like the GV80, i will need to see a substantial commitment to the brand demonstrated by Hyundai before I agree to drive another...The Genesis brand seems to be in the "afterthought" category for Hyundai because of its contribution to their revenue stream...
But, man, what a gr8 automobile for the $$...
Wow, what a great summary of your experience, and suggestions. I'm having a difficult time right now with a local dealership (Delray Genesis, Delray Beach, FL) for a simple oil change. It will have been in the shop 3 days for that. Crazy. But, 2 other dealerships I have dealt with, have been great, quick and responsive, so I'm torn about giving a failing grade to the whole brand. As you said, the vehicle runs great and was a great value compared to the lux alternative.
 

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Discussion Starter · #26 ·
Yo...
Similar but different...
At 2700 miles my GV80 3,5T got hit in a parking lot by a guy who had no business being behind the wheel (Oh, I've hit a car...I need to stop...Oh, I've hit another car) but that's another story...
The backlog on shipping parts took 6+ months, but the other dirver's insurance covered my rental, & what could I do?...Got it back & by God a stone hit my windshield on the interstate & chipped the windshield...It was drivable, so the add'l 6 months to get the windshield in really didn't matter...
Then this year's navigation upgrade hit, which I find wholly byzantine in how they do this - BMW does it by satellite & you just get a notice when it's done - & I went down the rabbit hole...Calls to concierge offered various responses, suggestions, whatever, & I was finally advised to take it to my dealership...Fair enough, but the dealer said the update wasn't available yet, & I would be "advised" by Genesis when it could be installed...Back to the concierge, & this time I'm told the update would be available in "mid-November," & in that it was the 12th when I called, I asked for the specific date...The reply was they "did not know" when the update would drop...I spent my career in tech, & while not an IT person, I knew no one announced a software update with an availability of "sometime soon"...
After 3 weeks of putzing around with the Genesis crowd, from concierge to corporate to the firm they outsource their GPS data to the dealership , it became pretty obvious that no one within the organization communicates with anyone else...I did get it to install eventually, but only with me figuring out a work-around that NO ONE within the Genesis quagmire had helped with...
My other issue is that by not investing in stand alone Genesis dealerships, as Genesis owners we're basically sucking hind-tit when it comes to Hyundai dealerships being responsible for our maintenance...I know one local Hyundai dealership owner, & his story is that in this market (WNC), Genesis' percentage contribution to his revenue stream is in the single digits...As I think about this, & I have no idea what the financial relationship is between corporate & dealership, his Genesis sales are costing him money...
As a BMW guy since 1988, I really like my GV80, but after all the above, I have concerns about Hyundai's committment to the brand...I can imagine how much it costs to promote a new automotive line in the world, but I feel Hyundai needs a major commitment to the brand to stabilize the Genesis reputation...Luckily, I leased so in another year I turn the car back in...But, as much as I like the GV80, i will need to see a substantial commitment to the brand demonstrated by Hyundai before I agree to drive another...The Genesis brand seems to be in the "afterthought" category for Hyundai because of its contribution to their revenue stream...
But, man, what a gr8 automobile for the $$...
Yup I had the same feeling that corporate does not communicate with the dealerships, and they’re practically doing their own things. Regardless for a premium brand, I have never had that premium experience and there’s no way I’m ever touching the brand again.
 

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Wow, what a great summary of your experience, and suggestions. I'm having a difficult time right now with a local dealership (Delray Genesis, Delray Beach, FL) for a simple oil change. It will have been in the shop 3 days for that. Crazy. But, 2 other dealerships I have dealt with, have been great, quick and responsive, so I'm torn about giving a failing grade to the whole brand. As you said, the vehicle runs great and was a great value compared to the lux alternative.
Yup...First oil change I had at the dealer I was told to expect 2 to 2.5 hours...I discovered the oil filter is tucked up under the twin turbo, whatever that means...Took an hour & change...Next one about the same...
 

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Discussion Starter · #28 ·
I have another update to share.

Currently the dealership is not returning my calls and ducking me. Genesis corporate wrote back to my attorney general saying that "they are doing all they can". It is 9 months now and I am still without a car after the accident.

My insurance repair agent and the bodyshop mechanic are both frustrated at the process, because they are waiting on a verdict from the dealership so that they take the next step (probably declare the car a total loss). Genesis says that until they exhaust all options, they are not giving that verdict. This means that I wait with no ETA, compensation or even a loaner.

I am currently in search of a consumer protection lawyer (as this is their domain) to sue Genesis. I am also in contact with an investigative reporter to develop and report on this story. This has been a really terrible experience and there is no way that I am ever touching a Kia/Genesis/Hyundai vehicle ever again. They do not care about their customers.

The GV70 that I own currently has the AWD warning light come on when I drive it. I took it for servicing last week (different dealership) and luckily they had a loaner. They said that they could not reproduce the issue and it took them 10 days to return my car to me. In my state, my car has to be fixed within 31 non-consecutive days else it is a lemon, so fingers crossed on that because I want to get rid of the GV70.
 

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I keep stating this different places, but it keeps being relevant. Korean companies have a LONG history of not honoring warranty's and after the sale service in general. It's a running joke when you call Korean electronics manufacturers with a warranty issue that you will get passed around to every possible dept in a very large circle until you become tired and disgusted enough to stop trying and just buy another one.
Happens every single day.
 
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