Blank Instrument Cluster

[TiburonH]

A blank screen is more than a minor inconvenience - it's a huge safety issue, isn't it? I don't know what the lemon laws are in Illinois, but if I were you I would start looking into them right away and then, assuming they are as consumer friendly as in a lot of states, get hold of Genesis corporate and say you are going to go the Lemon law route if they don't fix this TOMORROW.

 

[MDB]

I did not know these were on backorder. Your reference to the backorder prompted me to call my dealership - and they confirmed the same. In fact, it appears it's an indefinite backorder. He triangulated through some other system that the Chicago area may get a few clusters shipped by the end of February - however, it doesn't mean their dealership will get them. He conservatively suggested the backorder could be a few months. He also said he escalated mine as an "EXVOR" which means it now has an emergency status - so I'll be pushed up the backorder waitlist, but he still conservatively said I shouldn't expect anything anytime soon.

The only other thing he suggested was calling Genesis. I did, and there's a case # already in the system for this - and the rep was surprised someone hasn't called me by now since the case was opened weeks ago. So, he said he'll send them a message to call me. I'm skeptical - and probably just going to wait this out at this point. I traded in my BMW for this car, which had absolutely no issues, and an excellent dealership experience (my Genesis dealer barely answers the phone outside of the Sales prompt - and it took me hours to get a hold of someone today). I was worried about giving Genesis a try - and now starting to regret it. I'll just wait and see at this point. I'm only on week 3 with this car.

I reported to Genesis and got the call. Not sure the rep had anything of value to say, and not sure if she had any real information but my goal was to make sure Genesis knows this an issue that's not isolated. They probably know that now but can't hurt to keep the pressure on. My dealer talked about sourcing the cluster locally (apparently some dealers may have them in stock) but the problem there is we don't know if they will have the same issue. In my case the issue has not been that big of a deal, for now. The problem occurs probably 25% of the time and only on the first start of the day and it has never taken more than a minute for the cluster to illuminate, usually much less than that. At this point I just hope they figure out the issue so the fix works. I am coming from an Audi that was a great car, but truth be told the GV60 is the most enjoyable ride I've ever had and the issues really haven't gotten in the way, at least not yet.

 

[MDB]

I reported to Genesis and got the call. Not sure the rep had anything of value to say, and not sure if she had any real information but my goal was to make sure Genesis knows this an issue that's not isolated. They probably know that now but can't hurt to keep the pressure on. My dealer talked about sourcing the cluster locally (apparently some dealers may have them in stock) but the problem there is we don't know if they will have the same issue. In my case the issue has not been that big of a deal, for now. The problem occurs probably 25% of the time and only on the first start of the day and it has never taken more than a minute for the cluster to illuminate, usually much less than that. At this point I just hope they figure out the issue so the fix works. I am coming from an Audi that was a great car, but truth be told the GV60 is the most enjoyable ride I've ever had and the issues really haven't gotten in the way, at least not yet.

Should add the dealer experience has been subpar. The service dept is clean and experienced, but, yeah, they don't pick up the phone. I have the service reps email and that works sometimes, but not optimal and that needs to change!

 

[Jeffdawgfan]

I just got a call from Genesis Rep that is handling my case and was also told the part is on backorder. Who knows how long it will take to get part as there are probably not a lot of extra clusters available since it is a low volume vehicle. She said she had heard that part may be 6-8 weeks out. I called my service department and they had not heard it was back ordered....or so they said.

 

[MDB]

I just got a call from Genesis Rep that is handling my case and was also told the part is on backorder. Who knows how long it will take to get part as there are probably not a lot of extra clusters available since it is a low volume vehicle. She said she had heard that part may be 6-8 weeks out. I called my service department and they had not heard it was back ordered....or so they said.

Assuming sales numbers are reliable there are around 7500 GV60s rolling around in the US alone with a long warranty ahead of them. Low volume or not, the bigger issue is who really ever heard of having to replace a cluster? This is just not something to be produced in volume. I'm still hoping for a software fix but if not Hyundai is going to have to start making a whole lot of clusters...and if the govt determines this is a safety issue, in a hurry.

 

[MDB]

A blank screen is more than a minor inconvenience - it's a huge safety issue, isn't it? I don't know what the lemon laws are in Illinois, but if I were you I would start looking into them right away and then, assuming they are as consumer friendly as in a lot of states, get hold of Genesis corporate and say you are going to go the Lemon law route if they don't fix this TOMORROW.

Not to make any excuses as this is an issue that needs to be fixed quickly, but in most cases the black screen only happens at startup and the screen comes on in a few seconds to minutes. The only essential safety item on the cluster is the speed, but you can get that on the HUD. At least in my case, I have never pulled out of my drive before the screen came on.

 

[Jeffdawgfan]

Actually there are quite a few safety issues. Lane departure warning, blind spot monitoring, tire pressures, seatbelt warning lights, etc etc. Our display has stayed off as long as 20 minutes at times.

 

[memillh]

Actually there are quite a few safety issues. Lane departure warning, blind spot monitoring, tire pressures, seatbelt warning lights, etc etc. Our display has stayed off as long as 20 minutes at times.

Absolutely - this. I had a longer one last week. It was a little nerve-wracking as I heard pings and dings, but couldn't see what they were related to.

 

[noremacnova]

Many of the indications in the main display are safety related. E.g., the brake system warning alone. So I can't believe this won't rise to the level of a NHTSA recall. Genesis/Hyundai would be wise to get in front of this.

 

[MDB]

Many of the indications in the main display are safety related. E.g., the brake system warning alone. So I can't believe this won't rise to the level of a NHTSA recall. Genesis/Hyundai would be wise to get in front of this.

I'm with you guys generally speaking, this issue needs to be fixed, but my understanding is the safety features are still fully operational even when the cluster is black. I guess I can't know that for sure (have not tested) but if they are not then this issue is on a whole other level of risk.

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[noremacnova]

...the safety features are still fully operational even when the cluster is black...

Imagine a worst case (and probably very rare circumstance) where the brake system loses fluid. Or more commonly when a tire is rapidly losing pressure (I've had this happen to me in another car). In both cases, DOT regs require a warning indication, and both would be hidden without the cluster display.

 

[MDB]

I really wish we heard some official position from Genesis on this. I got a follow up call from Genesis today, super nice but the lady knew nothing about the issue aside from my complaint (or so it seemed) from a few weeks ago. A google search also yielded few hits except for this thread and a few other much shorter ones elsewhere. My guess is that the problem is probably being underreported by those who don't really see this as a big deal or at least not enough to search the issue and post on a message board. I mean actually driving with a black cluster would be bad, but I have not had that experience, yet. I think it would be a different story if the cluster crashed while driving instead of a delay at startup. Either way, let's keep the pressure on!

 

[noremacnova]

I haven’t had this problem (fingers crossed), but for those who have, perhaps consider filing a complaint with NHTSA:

Report a Safety Problem | NHTSA

File a complaint with NHTSA if you experienced a vehicle, tire, car seat or equipment safety problem that could be a safety defect.

www.nhtsa.gov

 

[gvjim]

I really wish we heard some official position from Genesis on this.

The first report of this on this forum was only about six weeks ago. It's probably just dawning on someone at Genesis that there is a problem, or maybe they haven't figured that out yet. A large organization like this isn't going to move on a dime.

If my counting is correct, there are 9 owners on this forum that have encountered this problem. I don't know how many owners are on this forum, but that's probably somewhere between 3% and 8%. If all GV60s are encountering this problem at this rate, Genesis is probably going to be aware of it soon.

BTW, I have not seen this problem myself

 

[MDB]

I know that many of us started noticing this issue after the airplay update...and at least in my experience there seems to be a correlation between having my iPhone with me and the black screen issue. I mostly have my phone with me so a small sample size but when I don't have my phone on me (eg to start charging) the cluster seems to start right up. Anyone else notice this? May be worth a test.

 

[Jeffdawgfan]

No correlation I have seen. Sometimes I never carry my phone with me when I go out and it still happens.

 

[MDB]

No correlation I have seen. Sometimes I never carry my phone with me when I go out and it still happens.

Is it possible your phone is close enough that it still could connect by bluetooth?

 

[Jeffdawgfan]

No. We have a detached garage and phone is on far side of house.....out of bluetooth range.

 

[Jeffdawgfan]

I no longer no what to think on the cause of the blank display. Today while out xmas shopping our display was not working at all for over four hours. On the way home I accidently hit a rather large pothole in the road and guess what, the display turned on after the jar from the pothole. Could there possibly be a bad connection or electrical part in the display? Who knows and Genesis is not telling what they know.

 

[gvjim]

On the way home I accidently hit a rather large pothole in the road and guess what, the display turned on after the jar from the pothole. Could there possibly be a bad connection or electrical part in the display?

Well that sure doesn't sound like a software problem.