Absolutely terrible experience with Genesis service and support.
I brought my Genesis in for warranty service. When they called me to pick it up, I immediately noticed a new issue — the car now makes a loud noise at around 65 mph, something that wasn’t there before. They eventually admitted that the noise wasn’t normal. That’s when the nightmare began.
It’s been over two months, and my car is still not fixed. I was told at one point they were waiting over a week for a Hyundai field technician (not even Genesis-specific) while the car just sat there with no progress. Apparently, there are only two field techs available in the entire country. Communication has been a disaster. I’ve had to chase them constantly with calls and emails, while Genesis customer care has even told me more than once that Genesis of Hickory isn’t responding to their own internal requests for updates.
And now, after all this time, they called to tell me to return the loaner and take back my car — still broken — because they “can’t fix it.” No solution, no compensation, no accountability. Just a “we give up” attitude for a vehicle that’s supposed to be premium.
This whole process has completely destroyed any confidence I had in the Genesis brand. If this is considered luxury service, it’s an absolute joke. My car now sounds and drives like a cheap economy model, and nobody at Genesis seems to care.
I would never recommend Genesis to anyone based on this experience — awful service, no transparency, and a total lack of responsibility.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
Atención
Usamos cookies para personalizar contenido, habilitar cierta funcionalidad y rastrear análisis del sitio con fines de marketing. Usted consiente nuestras cookies si continúa utilizando este sitio web.
I brought my Genesis in for warranty service. When they called me to pick it up, I immediately noticed a new issue — the car now makes a loud noise at around 65 mph, something that wasn’t there before. They eventually admitted that the noise wasn’t normal. That’s when the nightmare began.
It’s been over two months, and my car is still not fixed. I was told at one point they were waiting over a week for a Hyundai field technician (not even Genesis-specific) while the car just sat there with no progress. Apparently, there are only two field techs available in the entire country. Communication has been a disaster. I’ve had to chase them constantly with calls and emails, while Genesis customer care has even told me more than once that Genesis of Hickory isn’t responding to their own internal requests for updates.
And now, after all this time, they called to tell me to return the loaner and take back my car — still broken — because they “can’t fix it.” No solution, no compensation, no accountability. Just a “we give up” attitude for a vehicle that’s supposed to be premium.
This whole process has completely destroyed any confidence I had in the Genesis brand. If this is considered luxury service, it’s an absolute joke. My car now sounds and drives like a cheap economy model, and nobody at Genesis seems to care.
I would never recommend Genesis to anyone based on this experience — awful service, no transparency, and a total lack of responsibility.