I brought my brand‑new $105,000 Genesis in for its very first oil change, and what happened was completely unacceptable for any dealership — let alone a flagship Genesis location.The technician overfilled the engine oil so badly that over a quart of oil poured down the engine and past the engine compartment. I witnessed this myself. When I asked to speak with the service manager, the situation somehow got worse.His tone was condescending from the start. After I explained what happened, his response was simply “accidents happen” before walking away from me. Only after I contacted Genesis directly did he return, and even then, his attitude didn’t change. He asked me, in the same dismissive tone, “What do you expect me to do?” — not as a genuine question, but as a rhetorical one meant to shut down the conversation.When I told him I wouldn’t expect a certified mechanic at a Genesis dealership to make such a basic mistake, he responded by asking whether I make mistakes like this at my job and what my boss would do about it. That is the level of professionalism I received while trying to address a legitimate safety concern.I explained exactly what would happen once the engine warmed up and the oil that had spilled onto the block began to burn off. And sure enough, it happened — white smoke pouring across the highway from under the hood.This is how Genesis of Schaumburg handles a customer complaint: a serious service error, followed by condescension, deflection, and zero accountability. For a luxury brand, this experience was anything but.
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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