Blank Instrument Cluster

[steveinarizona]

We are starting our 4th week without the GV60. Just got off the phone with the Genesis Customer Service Representative who is following our issue/complaint. I first reported the problem on November 13th (one week after we bought the car). It has now been over two months and the car is still not repaired. We are now into the Lemon law time frame and if car is not repaired this week I am filing a case and asking for a replacement vehicle. The service rep said she is going to try and get us some monetary reimbursement for the payments we have made while we have not even been able to drive the car. We love the GV60.....if we could just get it back and working correctly.

I was going to buy a Lucid Air but switched to the GV60P when it showed up. But I have stayed on the Lucid forum. I had BMWs before that and I was on BMW forums. I say this because there are folks like you (including me...I did a quasi lemon law buyback with BMW) with problematic cars on all these forums. Yet most are problem free. Mine has been. I stayed with BMW after the buyback and the new car was rock solid.

So...if I were you and they offer an equivalent car, I would take it. My GV60P still puts a smile on my face every time I turn it on.

 

[Jeffdawgfan]

We love the GV60. I just want one that works. The one we have we only got to drive for a week before having problems. Now have not driven it in over three weeks.

 

[pippa]

love my GV60. don't love the service experience. blank instrument cluster on cold mornings continues, unless I remember to start climate before I get in the car.

still waiting on my 'backordered' console from December, still dealing with a blank screen on startup and still unable to get anyone on the phone to tell me what's up after multiple calls. that's actually what's frustrating me the most, if they'd answer the phone (or, gasp, CALL ME BACK) and tell me 'the part's backordered, we can't do anything more than wait on it at this point' I'd be okay, but the silent treatment isn't sitting well here.

I finally called genesis connected services and am on hold now (thanks to whoever on here said that's what they were doing) so maybe I'll get an answer. I now have my very own case number, and they say they'll be 'escalating' the case to see what needs to be done to get the part here sooner, and that someone will reach out to me within the next few days. we'll see.

anyone else still waiting on a backordered cluster?

 

[memillh]

love my GV60. don't love the service experience. blank instrument cluster on cold mornings continues, unless I remember to start climate before I get in the car.

still waiting on my 'backordered' console from December, still dealing with a blank screen on startup and still unable to get anyone on the phone to tell me what's up after multiple calls. that's actually what's frustrating me the most, if they'd answer the phone (or, gasp, CALL ME BACK) and tell me 'the part's backordered, we can't do anything more than wait on it at this point' I'd be okay, but the silent treatment isn't sitting well here.

I finally called genesis connected services and am on hold now (thanks to whoever on here said that's what they were doing) so maybe I'll get an answer. I now have my very own case number, and they say they'll be 'escalating' the case to see what needs to be done to get the part here sooner, and that someone will reach out to me within the next few days. we'll see.

anyone else still waiting on a backordered cluster?

That was probably me a while back. And I'm in the same boat. They were helpful initially - as they got my cluster expedited. Since the new cluster failed - and zapped my electrical system, I'm now waiting on another backorder replacement - and the dealer has my vehicle this time since the electrical (e.g., heat, plug ports, etc) doesn't work now.

I have the direct line (and email address) to my case manager who takes a week to call me back (if she even does), only to share inaccurate information with me, if any information at all - and then it's radio silence again. I'm now finding that if you call the main line and ask a general rep to send a message to the case manager for a call-back, you "might" get one within 48 hours.

Not to mention the dealership...which sent me a random text this week asking if I have one of their loaners. Really? (I do, but I should have told them no just see them squirm, as I'm assuming the outreach is because they lost track of it).

I loved my GV60 (when I had it for the short period I did), but I may take a hit and move back to another brand....whenever I can get the thing back. :-(

 

[Jamas]

My car has been with the dealer now for a little over a week, waiting for a new instrument cluster (on backorder) for what i still believe to be a software issue that their engineers just haven't figured out yet :-(

 

[Jeffdawgfan]

My car has been with the dealer now for a little over a week, waiting for a new instrument cluster for what i still believe to be a software issue that their engineers just haven't figured out yet :-(

ROFL.............sorry....my frustration and sarcasm does not apply to you. Mine has been in the shop for four weeks now with no solution in sight. We have owned and paid for a car that we have had three months now and it only worked properly for 5 days. We are now in the lemon law process with Genesis. We are losing warranty time and value on a car that only has 2K miles on it and we cannot drive. Good luck with yours.

 

[Jamas]

ROFL.............sorry....my frustration and sarcasm does not apply to you. Mine has been in the shop for four weeks now with no solution in sight. We have owned and paid for a car that we have had three months now and it only worked properly for 5 days. We are now in the lemon law process with Genesis. We are losing warranty time and value on a car that only has 2K miles on it and we cannot drive. Good luck with yours.

As an FYI - I went through the buy back process for a Kona EV. For what it's worth, the process went pretty smoothly and I got fully reimbursed (minus a small mileage deduction).

 

[memillh]

As an FYI - I went through the buy back process for a Kona EV. For what it's worth, the process went pretty smoothly and I got fully reimbursed (minus a small mileage deduction).

Do you know if they'll do this for pre-owned? I bought a very low mileage demo...practically new. But, officially considered pre-owned. I'm assuming that would complicate things for me?

 

[Alfer]

Do you know if they'll do this for pre-owned? I bought a very low mileage demo...practically new. But, officially considered pre-owned. I'm assuming that would complicate things for me?

https://www.kbb.com/car-advice/vehicle-lemon-laws-by-state/

 

[Jamas]

Do you know if they'll do this for pre-owned? I bought a very low mileage demo...practically new. But, officially considered pre-owned. I'm assuming that would complicate things for me?

Not sure how that would work.

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[MDB]

We are starting our 4th week without the GV60. Just got off the phone with the Genesis Customer Service Representative who is following our issue/complaint. I first reported the problem on November 13th (one week after we bought the car). It has now been over two months and the car is still not repaired. We are now into the Lemon law time frame and if car is not repaired this week I am filing a case and asking for a replacement vehicle. The service rep said she is going to try and get us some monetary reimbursement for the payments we have made while we have not even been able to drive the car. We love the GV60.....if we could just get it back and working correctly.

What does your dealership say when you tell them that some of us have had same day cluster replacements? As I said, my cluster was replaced and other recall issues addressed in one day, including the car wash. I am so sorry to hear of your woes, totally sucks and I would be reacting as you are!

 

[Jeffdawgfan]

I have brought this up........they say you must be in California.......right. So your dealership rips out the old part, rushes them both to wherever and gets data transferred and then rushes them back all in one day......

Personally, I think the replacement part was defective and they had to order a new one from Korea and will not tell me that. Just be honest with me.....I can understand that. They said that the new part was shipped back from California two weeks ago. They say they are unable to track parts........bullshit. I can track a order of jelly beans from Amazon with precision and know within an hour or two of the delivery time....and they cannot track an expensive part?

So to add on to the story....General Manager at the dealership says he understands our frustration (rolling eyes) and he is going to find us a new car to replace this one....(again rolling eyes). He was going to call us back day before yesterday and still no call. Genesis tells us it will take a month to process our claim to re-purchase car....they do not offer replacements they say. So we sit here for another 4 weeks awaiting that decision and then have to find another vehicle? Lies, Lies, and more lies.

I guess it is time to get a lawyer and that will cost us even more money for a car we purchased and do not have.

 

[steveinarizona]

I have brought this up........they say you must be in California.......right. So your dealership rips out the old part, rushes them both to wherever and gets data transferred and then rushes them back all in one day......

Personally, I think the replacement part was defective and they had to order a new one from Korea and will not tell me that. Just be honest with me.....I can understand that. They said that the new part was shipped back from California two weeks ago. They say they are unable to track parts........bullshit. I can track a order of jelly beans from Amazon with precision and know within an hour or two of the delivery time....and they cannot track an expensive part?

So to add on to the story....General Manager at the dealership says he understands our frustration (rolling eyes) and he is going to find us a new car to replace this one....(again rolling eyes). He was going to call us back day before yesterday and still no call. Genesis tells us it will take a month to process our claim to re-purchase car....they do not offer replacements they say. So we sit here for another 4 weeks awaiting that decision and then have to find another vehicle? Lies, Lies, and more lies.

I guess it is time to get a lawyer and that will cost us even more money for a car we purchased and do not have.

When I went through the process with BMW they calculated a buyback price based on what I paid and intervening usage. They were willing and able to cut me a check but I decided instead to apply it toward a new BMW which I ordered for my desires. So while they are not offering you a swap, you can use the check toward the purchase of a replacement. Slightly less customer friendly than a swap (and, from the maker's perspective, runs the risk of the customer running to a competitor) but IMO ultimately fair as a new vehicle for a used vehicle doesn't reflect usage. On the other hand, if the swap is done when the car is basically new (say in the first couple of months with less than 4K miles on the odometer), then a swap seems fair to me as the customer usage is de minimis.

 

[Jeffdawgfan]

The car only has 2K miles on it. We bought it with 225 miles, have put about 400 miles on it driving back and forth to dealership before it was finally camped there. So we have driven about 1200 miles on the car.....with it not working properly. Finally we refused to drive it more when the screen would stay blank for hours at a time. We have been in a loaner ever since (4 weeks). Genesis says they will not swap cars. They are going to get approval to buy it back. So that is where we are with nothing happening.

 

[MDB]

I have brought this up........they say you must be in California.......right. So your dealership rips out the old part, rushes them both to wherever and gets data transferred and then rushes them back all in one day......

Personally, I think the replacement part was defective and they had to order a new one from Korea and will not tell me that. Just be honest with me.....I can understand that. They said that the new part was shipped back from California two weeks ago. They say they are unable to track parts........bullshit. I can track a order of jelly beans from Amazon with precision and know within an hour or two of the delivery time....and they cannot track an expensive part?

So to add on to the story....General Manager at the dealership says he understands our frustration (rolling eyes) and he is going to find us a new car to replace this one....(again rolling eyes). He was going to call us back day before yesterday and still no call. Genesis tells us it will take a month to process our claim to re-purchase car....they do not offer replacements they say. So we sit here for another 4 weeks awaiting that decision and then have to find another vehicle? Lies, Lies, and more lies.

I guess it is time to get a lawyer and that will cost us even more money for a car we purchased and do not have.

I am in NJ. Nothing was rushed anywhere. My new cluster arrived from Genesis and was waiting in the parts department. After I pressed them that I KNEW the screen could be programmed in house (or even in a driveway per a member of this forum) they investigated further and agreed. My tech said that some clusters did need to be sent to a third-party but not the GV60. My new cluster has been flawless. Best of luck!

 

[Jeffdawgfan]

Well, nine weeks after getting Genesis to agree that drivers display is FUBAR, we finally got our car back with a functioning (for now) drivers display. Got home late yesterday and went out this morning to disconnect car after charging. Found grease all over the drivers seat, steering wheel has a tear in the leather wrap. After I was calm enough to talk about it, we called the service manager to report issues. He stated this was unacceptable and would get back to us. Really??? A blind person could have seen the grease on the seat and the tear in the steering wheel. What really peeves me is someone tried to hide the tear. Put glue or something there to hold the flap down. When I was cleaning all the grease from seat and steering wheel the flap came up and it was obvious. I would rather them say we screwed up and damaged steering wheel and we'll replace it. I could understand that shit happens, but the grease and trying to hide the defect is bullshit. I might publish a book here on the ordeal of getting the drivers display repaired. Oh, and when asked the service agent said that the display failed due to an electrical short.....wonder why it worked sometimes and not others? Usually a short in an electronics board like that will fry the board. I hate being bullshitted.

 

[ljnelson109]

This is no defense for what you went through but "electrical short" is a misnomer that has plagued me for decades. It could be a "loose connection" which would cause an "intermittent open". That is more likely and could, in theory, behave different with temp increase. People often use short to describe an open. But, we all suspect this to be a software issue since it started after an update.

 

[Jamas]

Well, two weeks in and my car is still at the dealer with no ETA for a new cluster

 

[Jeffdawgfan]

Well, two weeks in and my car is still at the dealer with no ETA for a new cluster

Took three weeks to get new display. Then three weeks to California and back. Good Luck.

 

[pippa]

Well, two weeks in and my car is still at the dealer with no ETA for a new cluster

Took three weeks to get new display. Then three weeks to California and back. Good Luck.

I've been waiting over a month, but at least I have my car...thanks for the reminder to check in with genesis connected services again today--unsurprisingly, no one has 'reached out' to me, as I was told they would.

ETA--gotta give credit where it's due, I had received an email which I missed, and an advisor did call yesterday and introduce herself to me, told me what the next steps were and when I'd hear back. I enjoyed our conversation, and hope that it leads to something.