Conflicting and inconsistent info on service scheduling for new Genesis vehicle, non responsive and complete lack of concern for customer satisfaction
3 months after my initial service for new GV80, vehicle automation alerted me (incorrectly) that service was due which conflicted with 'mygenesis' online info which stated service was due several months later. 6 months after initial service, I phoned service dept to ask , and was told service was due. They had no availability within a 3 week period for valet service, and I was told I would get a call back if they had a loaner. No one called, and a week before my scheduled service, I phoned service again and was told that they could provide valet service on the service date, asked for mileage, and scheduled valet for 9am on service date. Day before, I got a confirmation call - they would be at my place for vehicle pick up at 9am. On day of service, I got a call at 9:20am (20 minutes after scheduled pick up) and was asked for the exact mileage which was about 1500 miles short of 10,000 miles. I was told that service would not be complimentary at this mileage and cancelled service. this was never conveyed to me prior to service date. Totally unprofessional, unclear, and contradictory - worst service I've had in the 35 years of owning automobiles.
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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