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Discussion Starter · #1 ·
Hi all. New to the forum and I’ve fallen in love with the GV80. I know this topic has been discussed before but please bear with me. I’ve read some of the existing threads but still looking for insight.

TLDR

Genesis has every intention of providing a best in class customer experience, but they’re still ironing out the kinks. I'm looking for your experiences and insights, but it seems that in order to help yourself get that experience, keep Genesis Concierge informed of everything that happens and allow them to straighten out any issues you have with the local dealer.

SIDENOTE
Genesis Concierge actually just called me as I was composing this post. Will include those details toward the end of the post.

BACKGROUND
I’m in Northern NJ and I test drove a base 2.5 GV80 on 12/26. I’m waiting to test drive the 3.5, but at the moment my requirements are 3.5 with Prestige package. Leaning toward savile silver with ultramarine blue/dune interior.

I liked the test drive but the power/acceleration from the 2.5 was just adequate and I’m going to want the higher quality nappa leather and Prestige features like noise canceling, soft close doors, 3D cluster, et cetera to put me over the top. I’ve watched every online review and comparison video and I’ve been reading the forums. I’ve been comparing the GLE, X5, RX450, XC90, Aviator, Model X, Model Y and even the Macan and Telluride (but who am I kidding).

The GV80 seems to hit my sweet spot between, style, comfort, features, performance and price. If I were single I’d probably buy a Tesla, but I’m married and my wife hates my ultra-aggressive driving. She also gets bad car sickness. I need a vehicle that is quick but not “sporty”, ultra soft, comfortable ride, and as many auto-driving features as possible (I can’t drive aggressively if the vehicle is driving for me 😆🤔). I’m pretty sold on the 3.5 Prestige, but for $72k, I need to drive it in person before pulling the trigger.

THE PROBLEM
I’m pretty sure that the GV80 is the vehicle I want, but for $72k, I want a top-notch customer experience, both during purchase and ongoing. I’ve read a lot of mixed reviews and I understand that individual experiences will vary by dealership and even by salesperson/service manager. But Genesis didn’t get off to a good start with me.

I submitted a request on genesis.com to look at a GV80 and quickly got responses both from the local dealership and also Genesis Concierge. I called the dealer and scheduled a test drive. When I showed up at the dealership, the person I had the appointment with was not there, and I was assigned to another random salesperson. The experience was OK, but it was obvious that I knew a lot more about the GV80 than he did. What’s more, at the end, the salesperson went and got the sales manager who began to pressure me into buying one of the base 2.5 GV80s they had on the lot, even though I made it clear from the start that I was not interested in a base trim 2.5. As we left, they told me they’d have 3.5’s in next week and would call me as soon as they arrived for another test drive. That week came and went, and I received no calls. My overall impression is that I’m receiving the Hyundai experience, not the Genesis experience, and that makes me unsure of the purchase.

If anyone has any first hand knowledge of the Genesis/Hyundai/concierge or any other insight, please share!

UPDATE:
As I was typing this, Genesis Concierge called. I had emailed them about 10 minutes prior communicating my poor experience. He read my email, then listened as I recounted my grievances over the phone. I specifically told him that I want a Lexus customer experience if I’m going to purchase this vehicle. He assured me that he understood my problems, apologized for my poor experience, and thanked me for the feedback. He then told me that he would contact the dealer directly and ensure that I receive the customer care that I’m looking for, now and going forward. 5 minutes later, the dealer called me back, apologized, and gave me an update on the 3.5. Apparently they’ve been delayed but he now expects them this coming week and said I’ll be the first to know when they arrive.
 

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Discussion Starter · #4 ·
I want to add my experience with the Genesis Concierge. I purchased a GV80 2.5T Prestige from a dealer 3 hours away since no close-by dealer could get the 2.5 Prestige. After a week I sent a message via the Genesis website to the concierge, I received an automated email with a case number. Over the next week, I sent two additional messages via the website and again received an automated case number but no answer. I decided to call the concierge service but was unable to get thru their phone system. It keeps sending me back to the beginning and I was never able to get through. I still have never received a response, I called the dealer and advised them of the lack of response from the concierge service.
I was also a Lexus driver (past two vehicles) and was used to customer service which apparently is totally lacking with the Genesis brand.
Great feedback, thank you. I just returned from my local Lexus dealer. I tested an RX 350, RX 450h and a GX 460. Going back later this afternoon to test an RX 450h F-Sport. I don't like the vehicle as much as the GV80 but the customer service may be enough to make me go with Lexus.
 

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Discussion Starter · #10 ·
Update: I ended up buying a 2021 Lexus RX450h F Sport Black Line Special Edition (only 250 made). It's a hybrid, and although I was not in the market for a hybrid, its super plush interior, ultra smooth ride and reputation for customer service put me over the edge. My experience with the dealership so far has been stellar, and after two weeks with the vehicle, I'm in love.

FYI I got almost every option that was available and my local dealership did a regional search to find what I wanted in stock so I didn't have to do a custom order. Took them 3 days to go pick the car up. MSRP was $63,500 and I paid $61k.

1415
 
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