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network a cause for concern to you before you purchased?
Was the lack of an extensive dealer
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No, but only because Hyundai is requiring their dealerships that sell Genesis to have dedicated separate facilities in the future. The transition couldn't happen fast enough though. I love my GV80 but I was treated like I was buying a Hyundai instead of a $72,000 vehicle. If Genesis really wants to compete with the other premium brands they have to be their own company including their own showrooms, service centers and salespeople.
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I love my GV80 but I am still dealing with a Hyundai dealership experience and I am treated like I am driving a Sonata. After driving two Lexus vehicles I am disappointed in the experience, not the vehicle. The Genesis Concierge service is basically non-existent. The service does not answer phone calls and takes weeks to reply to an email. The email answers basically say contact the dealer for an answer. It will be years before Genesis will have independent locations and exceptional service experience. I pre-ordered a GV80 about 8 months ago and have never been contacted by Genesis or my designated dealership about the vehicle I pre-ordered. I had to shop online to find something similar that I could settle for which I located several hours away. As you know, the Hyundai dealership experience is like visiting a traveling circus with a different act under every tent.
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You have to make a decision based on both the vehicle (excellent) and the dealership experience (not excellent). After purchase hopefully, you would not have to return to the dealership for a least three years, with the service pickup program (which I have not experienced yet). During my purchase experience, there were about 40/50 people milling around the showroom/waiting room. 99% of them were dealing with Hyundai service appointments. The showroom felt like a circus tent. There was not a seat to be had anywhere! Far from the Lexus experience.
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I'm still happy I went with the GV80, love it. I'm sure Genesis is moving towards their own dedicated showrooms, service centers and salespeople. I'm certain they understand that Genesis buyers can't experience a Hyundai level and expect to compete with other premium brands, that just won't work.
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When you shop for a Genesis, at a Hyundai dealership, you are referred to a "Genesis Specialist" but you must remember that the specialist makes a living by selling Hyundai vehicles and occasionally selling a Genesis. The same sales tactics are used for Genesis as Hyundai vehicles, which include the "refer you to my manager" for price and trade. These tactics won't and can't work for Genesis customers. Hyundai really has to "step up" all its procedures if it wants to be a luxury brand. I know what I am talking about since I am on my fourth Genesis vehicle. As I have said, "love the vehicle not the dealerships".
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I could be wrong but up to now (since Genesis became its own company in '15) Genesis has been getting its feet wet, getting set. They've used the low volume sedan sales to learn. Now with what will be a predictably high volume seller (the GV80) Genesis realizes they have to make the leap and have their own dedicated showrooms, service centers and salespeople.
Like you I experienced the same thing, a Hyundai salesperson who was labeled a Genesis Specialist". In reality I knew more about the GV80 than she did. The Hyundai showroom was a frantic nuthouse, 99% of the shoppers were there for a Hyundai product. As soon as the transaction was completed on my GV80 I could tell the salesperson wanted me out the door. It's not her fault, she just hasn't been trained properly and was coming from a Hyundai sales perspective. That doesn't work with $72,000 vehicles and I'm sure Genesis management knows that. I think with the predictable success of the GV80 and updating of their sedans plus other vehicles Genesis has on the drawing board they're poised for putting themselves on the map in a big way and I really think they know they can't be selling and servicing expensive luxury vehicles the same way they sell Hyundais.
I really hope you are correct except I have not had any good experiences with the Genesis Concierge program. This should be the stepping stone for the "customer experience" except they are totally ignoring the customer. I have had two issues which I thought the concierge could assist. The first took three weeks to answer my email (after numerous non answers on phone calls) and the reply was to contact the dealer. The second is still outstanding with no response so far. Maybe Mr. Mark del Rosso, President of Genesis Motors, will read these posts.
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I've been very disappointed with the buying experience. Deposit in November with estimated delivery date in January. Didn't hear from salesperson until I contacted him at end of December saying delivery date now in February. I contacted salesperson to get an update at end of January to find out delivery would now be in March. Asked for VIN number. No contact again. So reached out to salesperson in February who said he would send VIN number. Waited two days and then contacted dealership. Another person sent my VIN and stated vehicle was on ship. Saw where ship came and went from port of LA. Waited a week, contacted salesperson again to see when would arrive in Arizona. He said March 14th. Really?! We are hours away from LA. His response "I will see if I can get it earlier, but I don't want to create hope!". My hope is the vehicle is worth this lack of communication and hassle. I'm with SFB and hoping Mr. Mark del Rosso, President of Genesis Motors, will read these posts and make changes sooner rather than later.
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