I agree, ultimately it's the driving experience and dependability of the vehicle. That being said I've been in sales my entire career and people buy products more often from people they like when they have a choice where they buy it. I love my GV80 but quite honestly when purchasing a $72,000 vehicle (I purchased the Prestige Package with the 3.5TT) I feel like the dealership and salesperson has to earn the sale. In my case the salesperson was polite but I felt that once I signed the paperwork they wanted me out the door to move onto the next deal. That's not how you make a customer feel when buying a $72,000 GV80. It's bad business. I love my GV80 but Genesis needs to separate themselves from Hyundai if they want to seriously compete with other established premium brands.
For all the new cars I have bought the "sales" end has typically been very good. It has been amazing how often the experience changes after the purchase paperwork is signed. I have had numerous after sales issues in attempting to get them to complete items they agreed to during the sale (ie rebates etc). They have always completed their end of the deal but it was unfortunate I had to fight for it.
One Genesis perk I am looking forward to is the dropping off a loaner on all service. With my last BMW I was told I would get a loaner, only to find out later that they never had one available, then they started charging for the loaners, then shuttles were so busy it often took a few hours to get back home, then with Covid there are no shuttles or loaners. Of course the proof of this will be when I actually require service and more importantly what happens with unscheduled service. Thus far I am confident that the Genesis experience will be good.
By the way, I still have a $500 maintenance credit that is owed to my son as a Genesis referral fee. It is not owed by Genesis dealership but by the parent company (GoAuto). Still likely a week or two before it gets credited but will report back when finalized.