Genesis Motors Australia

I was interested in buying a GV70 and asked the sales agent from Parramatta about these negative comments and the reply was that I should rather not buy the vehicle due to my concerns rather than trying to explain why these comments had been raised. I am not sure what is going on with the brand as I would have thought a representative of the brand would have the time and inclination to convince me differently. I have now requested a manager calls me but that request will probably fall on deaf ears based on current correspondence.
May 9th, 2023

I am writing this review to express my immense disappointment and frustration with the service provided by Genesis Motors and their Parramatta Dealership. If I had taken the time to read other online reviews, I would have saved myself from the disappointment and heartache that followed my purchase. Firstly, our scheduled pickup of the G70 Shooting Brake on Friday, 28th April turned out to be a complete disaster. Instead of finding our vehicle in the showroom, we discovered that it was still in the workshop due to an existing issue. It was disheartening to know that our car had problems even before we had the chance to pick it up. To make matters worse, it took an additional three days for them to "rectify the problem." Finally, on Wednesday afternoon, the vehicle was delivered to our home. However, the very next day, we noticed the engine was idling roughly. By Sunday, May 7th, the engine fault light came on, and we had to return the car to the dealership. In response to the engine issues, we were provided a loan vehicle and a full tank of fuel, which was welcomed. However, it is now the 24th of May, and despite leaving four messages for Glenn, the dealership manager, we have not heard anything from him. The lack of communication is absolutely unacceptable and showcases a complete disregard for customer satisfaction. While I appreciate the efforts of Josh from the workshop, who called me daily from the 15th to the 18th with updates, it was only a brief moment of relief. The updates, unfortunately, were not positive, as he admitted that the car was still "running like a pig." It was alarming to learn that the dealership lacks the expertise to resolve the issue and had to rely on Korean technicians for guidance. They even had to order a special diagnostic tool, but Josh's hands were tied because the dealership wouldn't allow him to order any parts without a definitive diagnosis. We haven't heard from Josh in 6 days... Nor have we heard from the elusive dealership manager, Glenn. Well, we haven't heard from Glenn at all throughout this whole process. Actually, that's not entirely true, he came in and shook our hand when we agreed to purchase the vehicle, and he was there when we picked up the loan car. My disappointment with Genesis Motors Parramatta boils down to two significant issues. Firstly, their complete lack of communication when there are warranty issues. The least they could do is keep their customers informed and maintain a level of transparency. Most people are patient and cooperative if they are kept in the loop. For a so-called premium brand, surely, this is the easiest thing to influence and the most cost effective. Just communicate! Secondly, there seems to be a fundamental problem within the dealership regarding conflicting KPI's and cost control. These conflicts are clearly not aligned with providing a positive customer experience. Neither the dealership or Genesis Motors want to change a single part until it is diagnosed for fear of missing a cost KPI. This means the customer is negatively impacted. For Pete's sake, grab parts out of a loan car and diagnose the issue like a real mechanic... The irony is, the dealership has actually spent more labour hours trying to find the fault. We've owned the vehicle for 27 Days. We've had it in our garage for only 4 days. As at the time of writing this review, Genesis have had the car back for 23 days. Genesis, if you can not find the fault after having custody of the vehicle for 23 days (not to mention the time you had it before we took ownership), surely it's time for someone to make a decision. Bottom line: If you are a potential buyer, I strongly advise you to consider these issues before choosing Genesis. UPDATE 25/5: I called Genesis Customer Care, spoke to Emma, who said she had received an update yesterday (At least the workshop updated someone). They have diagnosed the problem, a fuel sensor. I am informed that this will be a 4-6 week wait as the part needs to come from Korea.
May 23rd, 2023

Have been waiting for over a year so far and now been told June delivery maybe. think again before buying people, sent this morning. Glenn David Just got a call from Conor Harrington this morning and he now tells me it will maybe June for delivery, now yesterday it was April and less than 24 hours its moved two months. Not only cant you delivery your vehicles on time your staff keep tell different lies to your customer, to me this is all down to bad management. Not only the delivery has been VERY disappointing its cost me another $4,000 to keep another car on the road to which I should have by NOW Yesterday I told you David I wish to speak to your boss and I get a call Conor WHY , Now Just had a call from Emma, ONCE AGAIN your company does not know what there are doing VERY CONCERNED. You all need to get your act together, I take it that your boss VU is hide behind his desk.
Mar 8th, 2023

If you are reading my review before buying Genesis, you are the lucky one. (I will attach pictures at the end of the review) GV70 is an excellent car with a great interior and tech. However, after-sales service is highly disappointing. Dealing with a car issue with Genesis service is a nightmare. It is not only me. Recently I talked with an owner of GV80, who has a similar experience. About six months ago, my brand new GV70 was delivered with some paint damage (See Pic1.). After reporting, no one contacted me, so I had to contact them three times and waited for about 47 days (almost seven weeks) for repair. But after the first repair, my car returned with many more paint issues(Pic2) and asevere colour mismatch. (Pic2) I contacted Genesis, and this time, I had to wait for about three monthsfor the second repair. After the second one, my car returned in very dirty condition inside and outside (Pic3), and they didn't repair theserious colour mismatch.(Pic4) I don't know what to do now. I don't want to send my car totheir repair service again because each time, they seem to add new or more issues. My car was returned in a very dirty condition, and the Concierge service is not really good. Hard to book in, and lack of communication. I have beenstressedout since I bought GV70, and the problem remains. Genesis never fixedthe issues but added even more issues. I dont think Genesis has its own Genesis service centre. They took my GV70 to the local smash repair shop, which means you can't get proper support from Genesis when you have a car issue and maybe have to wait for a long time to replace some parts as Genesis is not a popular brand in Australia which will be the biggest problem in future. I never imagined this kind of problem could happen until it did. Before buying the car, I got fast replies and updates, but after I contacted Genesis with the paint issue, itseemed like no one cared or followed up with poor after-sales customer care. Later I couldtalkwith CRM Specialist and gota better reply,but the paint issues have never fixed. Multiple customers pointed out poor after-saleservice from Genesis. You wont get the support and care for what you paid for from them. It is a shame. I think Genesis Motor services has such a low bar in Australia. If I could go back in time, I would definitely buy another brand. +) When Genesis sent me a rental car, I specifically asked for the same model (SUV) to be sent, and Genesis said they would do that, yet they sent a Sedan twice because they didnt have an available SUV. So they didnt keep their word. Also, the second loan car(Sedan) was outside with bird droppings all over the vehicle, and the inside was dirty. A tire was damaged. (Pic5) I had to contact Genesis to replace the loan car. I didnt expect them to giveme a car in brand new condition or super clean, but it was filthy and unsafe. At least they have to check the general car condition before sending it to the customer. If you have bought car from Genesis I hope you dont have any car issues and enjoy driving your car. Thank you for reading my review. Summer - GV70 was delivered with a paint issue. - I waited about seven weeks for the first repair (I had to contact three timesto book in) - GV70 was returned in a dirty condition, with more paint issues and a colour mismatch. - I waited another three months for the second repair. - Returned GV70 in a dirty condition (inside and outside) again, and still a colour mismatch. Pros - Excellent car with a great interior and tech - Competitive price - Good buying experience Cons - Inferiorafter-sale customer service and hard to communicate with Genesis customer care - No proper Genesis service centre. - More expensive than in other countries, but many options for GV70 in Australia are unavailable such as Digital Key, Genesis Intelligent Assistant Mobile App, Bluetooth navigation update and many more.) - Have to wait a long time to book the car service (low loan cars availability problem)
Jan 10th, 2023

Genesis Motors Australia is dropping the ball big time when it comes after sales service - James CRM Specialist at Genesis requested additional information via video or photos with regards to an issue on 30 Nov 22 - this info was provided via 2 videos recordings on 1 Dec 22 - follow up email on 13 Dec 22 expressing my disappointment at no response & guess what Xmas is here & still no response - followed up with a phone call to the sales person last week who advised he will get onto to James & still no response - it is this level of after sales services that is bringing Genesis into disrepute - I fully agree with a reviewer who mentioned that there is no after sales service by Genesis - let me say this that if the issue existed with a competing European brand it would be resolved immediately - senior management take note of the negative publicity & take pride in the brand to address after sales issues in a timely manner via email or phone - I really wonder if the parent company in Korea is aware of the lack of after sales service in Australia. hopefully this review will prompt a resolution to my issue early in the new year or whether it will fall on deaf ears until the next 15k service!
Dec 10th, 2022