Absolute worst experience I’ve had in a service department. No luxury, no customer service, no communication, no basic empathy.
I scheduled the earliest available appointment for my AC issue because my warranty expires in 6 days. I left work early and drove an hour in the heat with barely functioning AC, only to be told when I arrived that nobody was available to help me. My options were to either leave my car there all weekend or waste even more time, gas, and money coming back Monday morning to do the same drive again.
What makes it worse is nobody contacted me beforehand. No call, no warning, nothing. Then I was told my request was “blank,” even though my confirmation email clearly included the AC diagnostic issue and notes.
The whole situation was handled with zero urgency, empathy, or customer service. Just a complete waste of my time and honestly not what I expected from a Genesis dealership at all.
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.
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I scheduled the earliest available appointment for my AC issue because my warranty expires in 6 days. I left work early and drove an hour in the heat with barely functioning AC, only to be told when I arrived that nobody was available to help me. My options were to either leave my car there all weekend or waste even more time, gas, and money coming back Monday morning to do the same drive again.
What makes it worse is nobody contacted me beforehand. No call, no warning, nothing. Then I was told my request was “blank,” even though my confirmation email clearly included the AC diagnostic issue and notes.
The whole situation was handled with zero urgency, empathy, or customer service. Just a complete waste of my time and honestly not what I expected from a Genesis dealership at all.