Great Vehicle, but Genesis Missed there vision of supporting the customer.
1st Experience with Genesis
As this is my 1st experience with the Genesis brand, I want to provide some feedback which has nothing really to do with your dealership, but with the Brand image, and customer expectations. I was drawn to the Genesis brand after visiting the Genese Design Studio on a recent trip to London. Your Vision was to “Create the Finest Automobiles and related Products and Services for Connoisseurs around the World”.
This vision of great cars an exception quality/service is what drew me to purchasing a new $70K Genesis GV60.
The reality of this purchase is far from the Vision that I was Sold. Here is some feedback that I think is critical for Genesis to become successful in the USA market:
You have no Genesis Dealer network. You are selling these cars from Hyundia dealerships which does not match your Vision. I understand your desire to get these cars into the customer hands but rushing them out without a well thought through dealer support process is a recipe for disaster.
The delivery of my car took over 3 hours, was very time consuming and painful. It reminded me of buying a Honda Insight 15 years ago.... My expectation was a quick in and out, all finance information and questions should be answered well before a customer arrives at a Genesis dealership for delivery. The purchase of my Tesla a few years ago took under 1 hour.
My GV60 did not have a bunch of the functionality working once I received the car. It had to come back to the dealership for almost 3 weeks for repairs. Not a good delivery and these issues clearly should have been checked before the car left the factory floor. The backup cameras and related functionality, along with the Digital key and phone keys were not functional. The Genesis Connect service worked for a few days then failed. The Phone and digital keys are still not working, I have a open ticket with the Genesis connect folks.
The car only has HDA1, not HDA2 as I had seen in some marketing materials. Even the Ionic 5 has this functionality. I also own a Telsa Model 3 and when there was an upgrade to the autopilot computer, they came and provided/installed the new computer in my car, (in the Driveway) at no charge to make sure that all Model 3 owners have the same driving experience.
I think that your new GV60 EV customers deserve, and were sold, a better experience from Genesis than what you are providing. Now that the car is mostly working, I like it very much and want to show it to other people and talk it up, but my Genesis “Brand” experience is holding me back which had nothing to do with the dealership and everything to do with not meeting the Genesis vision.
I was going to mention the loner was a gas powered car and buying an EV as I was trying to move away from spending money at gas stations... It cost 70 bucks to fill that thing up... Should definitely have EV loners for EV customers
Some things you can do to help remedy the missed vision for your new EV customers might be:
Extend the Free EV charging from 3 to 6 years.
Update the HDA1 to HDA2 when the chips or supply chain issues clear up in the future, this car should meet or exceed the functionally of the Ioniq 5.
Think up other things you can provide your customers to help them have the experience that Genesis is striving to achieve. These new expensive cars and services need to competitive with other luxury brands to assure success moving forward.
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