The Genesis brand is really suffering from the dealerships rooted in Hyundai clientele. They refuse to honor Genesis' valet service promise. And they won't even consider offering you a shuttle ride or rental car reimbursement. I had to go 11 days without a car! 11 days!!!! Heck, an email to their top sales associate and their GM went unanswered. Apathy is not a good look for a luxury brand. When I did finally get my car back, the service bay folks were nice enough, but thoroughly untrained in top level service. The car runner went to retrieve my GV70, he handed the key to the service bay guy and said the car is out front. We went out front in the freezing cold and alas, no car to be found. Turns out the runner dropped the car in the back of the building. Why on earth would this happen???
Yeah, they're going to be opening a new Genesis store alongside a new Hyundai store later this year. Unless they root into the core of their service model, a new building won't solve this problem. Luxury is not a vehicle, it's an ethos. Someone needs to tell them that.
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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Yeah, they're going to be opening a new Genesis store alongside a new Hyundai store later this year. Unless they root into the core of their service model, a new building won't solve this problem. Luxury is not a vehicle, it's an ethos. Someone needs to tell them that.