where to start, first ,requested an appointment for an oil change and other issues on Nov the 3rd , my appointment was scheduled for Dec 26th.
communications is horrible , my car has been in the shop since the 26th for an oil sensor and passenger side mirror replacement , I have the Genesis extended warranty and I was told on the 27th that the car should be ready on the 28th and promised that parts are readily available and if not ready , they will get me a car. off course , you will never get an update, so I had to call/text to get an update and was told the they just got off the phone with the extended and my parts will be in next Tuesday , Jan 2nd and my car should be done on the 3rd, I did send a text today, Jan 2nd to confirm completion on Wednesday the 3rd and if not to please arrange for a loaner car, and no answer yet. I have been without a car since the 26th, and I really don't have a lot of confidence the the car will tomorrow . The excuses being used are insulting and very damaging to the reputation of the dealership, it a sad situation as Genesis is working hard and has been successful in building a great car but service is working harder to sabotage there progress.
It is very simple to resolve, Honest communications, show respect to the customer time and there need of the car and provide available transportation covered/not covered options for them to chose.
I have all texts to provide if needed.
one final note , on Nov 3rd, I left a voice mail to Larry, the service manger regarding another negative experience but had no response .
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
Attention
Nous utilisons des témoins pour personnaliser le contenu, activer certaines fonctionnalités et suivre les analyses du site à des fins de marketing. Vous consentez à nos témoins si vous continuez d'utiliser ce site Web.
communications is horrible , my car has been in the shop since the 26th for an oil sensor and passenger side mirror replacement , I have the Genesis extended warranty and I was told on the 27th that the car should be ready on the 28th and promised that parts are readily available and if not ready , they will get me a car. off course , you will never get an update, so I had to call/text to get an update and was told the they just got off the phone with the extended and my parts will be in next Tuesday , Jan 2nd and my car should be done on the 3rd, I did send a text today, Jan 2nd to confirm completion on Wednesday the 3rd and if not to please arrange for a loaner car, and no answer yet. I have been without a car since the 26th, and I really don't have a lot of confidence the the car will tomorrow . The excuses being used are insulting and very damaging to the reputation of the dealership, it a sad situation as Genesis is working hard and has been successful in building a great car but service is working harder to sabotage there progress.
It is very simple to resolve, Honest communications, show respect to the customer time and there need of the car and provide available transportation covered/not covered options for them to chose.
I have all texts to provide if needed.
one final note , on Nov 3rd, I left a voice mail to Larry, the service manger regarding another negative experience but had no response .