My previous cars have been from brands such as Mercedes-Benz, Toyota, and Volkswagen, and I had high hopes for this new purchase. Unfortunately, my experience with Genesis California Stevens Creek has been far from satisfactory. Here are the main issues I have encountered:
Poor Service Quality: When I brought my car in for service due to shaking and an illuminated engine light (despite having serviced it two months prior), I was told I would have to wait another 2-3 months for an appointment. Given that the car felt like it might stop at any moment, this was extremely concerning. Although I was able to secure an earlier appointment by sheer luck, the service team’s initial response was unacceptable, especially since I rely on my vehicle to transport my children to their activities.
Lack of Rental Vehicles: When I dropped off my car, I requested a rental vehicle as I was informed that diagnostics would take a few days, not before, but when I dropped off my car, my advisor informed me that it would take a couple of days. I was shocked to learn that no rental cars were available, leaving me without a means of transportation. The service representative could not provide any information on the timeline for the diagnostics or repairs, and I received no updates despite reaching out. This level of service is far below what I have experienced with other car brands.
Confusing Warranty Information: There seems to be a significant lack of communication and training regarding warranty information. One representative told me my warranty had expired, while another confirmed that it was still valid. This inconsistency is frustrating and undermines my trust in the service department.
Inadequate Waiting Area: The dealership/service department lacks a proper waiting area for customers. This is highly inconvenient and not reflective of the standard of service I expect from a premium brand.
If this is indeed Hyundai's policy, I sincerely hope the company reconsiders and makes significant improvements to its service. To be acknowledged in the global market, it's essential not only to sell cars and increase sales numbers but also to provide exceptional service quality. The poor communication, lack of proper training, and subpar after-sales service are unacceptable. Additionally, the lack of a waiting area for customers further detracts from the overall experience.
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Poor Service Quality: When I brought my car in for service due to shaking and an illuminated engine light (despite having serviced it two months prior), I was told I would have to wait another 2-3 months for an appointment. Given that the car felt like it might stop at any moment, this was extremely concerning. Although I was able to secure an earlier appointment by sheer luck, the service team’s initial response was unacceptable, especially since I rely on my vehicle to transport my children to their activities.
Lack of Rental Vehicles: When I dropped off my car, I requested a rental vehicle as I was informed that diagnostics would take a few days, not before, but when I dropped off my car, my advisor informed me that it would take a couple of days. I was shocked to learn that no rental cars were available, leaving me without a means of transportation. The service representative could not provide any information on the timeline for the diagnostics or repairs, and I received no updates despite reaching out. This level of service is far below what I have experienced with other car brands.
Confusing Warranty Information: There seems to be a significant lack of communication and training regarding warranty information. One representative told me my warranty had expired, while another confirmed that it was still valid. This inconsistency is frustrating and undermines my trust in the service department.
Inadequate Waiting Area: The dealership/service department lacks a proper waiting area for customers. This is highly inconvenient and not reflective of the standard of service I expect from a premium brand.
If this is indeed Hyundai's policy, I sincerely hope the company reconsiders and makes significant improvements to its service. To be acknowledged in the global market, it's essential not only to sell cars and increase sales numbers but also to provide exceptional service quality. The poor communication, lack of proper training, and subpar after-sales service are unacceptable. Additionally, the lack of a waiting area for customers further detracts from the overall experience.