Genesis Free NACS Adapter Thread: Post Your Updates

[brucek]

I'm opted into everything according to my account. I think if you receive your monthly vehicle report (which I did today - very cruel Genesis!) then you are definitely opted into emails at a minimum.

I received my report today, and that's what I told the representative to support my claim that I opted in. Seems they have different databases to pull from.

 

[skiingj]

That was such a painful call, round and round... All I got was a ticket # and still no email. SMH

 

[Gottogofast]

Called today. Same info. You were not opted in. Lol. I got a case number and was told to call back later next week if I don’t receive the email.

 

[Jamas]

I also just called (844-340-9741) and got a pleasant agent who advised the following:

(1) Confirmed that I had not yet been sent the notification email.
(2) Advised that the email would be sent out today (Friday 5/30/2025).
(3) Confirmed that today (5/30/2025) is the last day that emails will be sent.
(4) Advised that, in the event I don't receive the email today, to call back tomorrow (Saturday 5/31/2025).
(5) Provided me a case number.

I find it very curious that people are getting different "stories".

Just got off the phone with them myself. They told me they would be updating some information on their end and I should look out for the email. When asked for an ETA, he said he doesn't have one but that I should call them back if I don't see anything within a week (different than what you were told).

Speaking with them didn't instill a lot of confidence as they have no idea what went wrong :-(

Also, just as a sanity check, I logged into my account and checked my email preferences just to make sure nothing changed. This is what I had it set to:

Communication Preferences​

METHOD:Email, Postal Mail, Phone
LANGUAGES:English
SUBSCRIBED TO:

• Information & Offers for Owners
• Products, Promotions & Sales Events
• Special Events & Programs
• Company News, Information & Initiatives
• Surveys & Feedback

 

[brucek]

Also, just as a sanity check, I logged into my account and checked my email preferences just to make sure nothing changed. This is what I had it set to:

Communication Preferences​

METHOD:Email, Postal Mail, Phone
LANGUAGES:English
SUBSCRIBED TO:

• Information & Offers for Owners
• Products, Promotions & Sales Events
• Special Events & Programs
• Company News, Information & Initiatives
• Surveys & Feedback

That looks identical to the image I posted. They told me I was opted in for text messages, which was the only box I had not checked. Based on the data, I hypothesize that the system is functioning in reverse as expected and that changing it causes the update accordingly. Those who never touch the settings remain opted in. It is the most obvious scenario that fits the data.

 

[Jamas]

That looks identical to the image I posted. They told me I was opted in for text messages, which was the only box I had not checked. Based on the data, I hypothesize that the system is functioning in reverse as expected and that changing it causes the update accordingly. Those who never touch the settings remain opted in. It is the most obvious scenario that fits the data.

I also had Text Messages turned off. Did you end up turning yours on?

 

[jdhume]

Called and same response - no email sent, not opted in (I am, made sure she was aware), she manually opted me in on her side, wait 3-5 business days, and they would follow up when they have more info. Purchased my GV60 in September 2022 in SoCal.

 

[Jamas]

I like how they try to put the blame on us by telling us we weren't opted in when this is obviously a problem on their end.

 

[POG]

Thanks everyone for posting info. Called and got a case number as well. Agent did not try to tell me I was not signed up for email communications ( I already was signed up when the press release went out and still am today ).

 

[DS9]

I just called, and the associate verified that I was eligible, was signed up for email communications but the adapter email had not been sent to me (yup I already knew this). She escalated to some 'other' group and provided a case number. She said that should expect an email on Monday, since that is the day that they are process. It sounds like story varies depending on which representative you get.

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[GreyGV60]

I just called, and the associate verified that I was eligible, was signed up for email communications but the adapter email had not been sent to me (yup I already knew this). She escalated to some 'other' group and provided a case number. She said that should expect an email on Monday, since that is the day that they are process. It sounds like story varies depending on which representative you get.

Poor internal and external communication. You would think that Genesis would provide all their customer service representatives with a "script" to read from on this issue so that they convey the same responses to all of us that have called in.

 

[Kassey22000]

GMA hired big-wigs from Bentley, Lexus, BMW, and others to roll out a proper luxury spin-off brand. While the GV60 is an amazing and beautiful EV inside and out, GMA can’t manage much of anything well from retailers, service departments, customer service, so-called concierge services, and worst of all, timely and informative communications! Those at the top are ultimately responsible, but you’ll never hear if from them.

 

[rawqstr]

Basically same story as everyone else. At least there was no wait to speak with the rep.

Confirmed eligible.
Confirmed email was NOT sent.
I confirmed on my end that I was opt-ed in to communications and have been since creating the account, they didn't confirm or deny on their end.
As others have mentioned, I was opt-ed in to all EXCEPT text message.
Rep said it had been escalated to different department.
Received Case #
I was told to watch for email (no timescale given, though batches are sent Mondays)
There is no option to process the order manually with the rep, it must go through the email invitation process.

 

[Jamas]

Basically same story as everyone else. At least there was no wait to speak with the rep.

Confirmed eligible.
Confirmed email was NOT sent.
I confirmed on my end that I was opt-ed in to communications and have been since creating the account, they didn't confirm or deny on their end.
As others have mentioned, I was opt-ed in to all EXCEPT text message.
Rep said it had been escalated to different department.
Received Case #
I was told to watch for email (no timescale given, though batches are sent Mondays)
There is no option to process the order manually with the rep, it must go through the email invitation process.

I hope the department that’s responsible for sending out the emails was informed that a bunch of us did not receive emails and plan on running the batch on Monday. Otherwise it was supposed to end today.

 

[Kassey22000]

Well no one from GMA Consumer Affairs department has responded to multiple emails so I called the number listed above and from their case number issued April 8th when the last promised cut-off day for the email failed.

When I did get to a human, she rattled off the same lame non-answer that they’ll escalate the prior escalation and put me on hold. When she finally returned she claimed that any supervisor would say the same line and that we just had to wait for some future time in some future way to hear what they decide to do. They did confirm that all was correct in my file and that I should have received the email.

I really could have used this for a road-trip and never should have trusted GMA again. It would be at least fun if she’d said the more probable truth that the string between the 2 cans they use to communicate with had broke again, but assured us that the have they replacement strings are on back-order and should arrive with the new upgraded aluminum cans as the tin cans were breaking the string too often. LOL What a way to run a luxury brand!

 

[Sampras]

Like many others in this thread, I also did not receive the email. After reading some of the responses above, I did check to make sure that I had email notifications turned on and, of course, I do.

Instead of calling the number above I sent a message to customer service. I received an email acknowledging my problem as well as a case number almost immediately. The email I received said 5 to 6 business days before they could respond. I will give them until the middle of next week and then will call the number if I haven't heard anything.

Thanks to everyone who have posted their experiences. It is extremely helpful!

 

[gvjim]

I find it very curious that people are getting different "stories".

I also got a different story. Was able to get through to an agent quickly (they connected only seconds after a robot voice said it would be a nine minute wait). She was very pleasant, confirmed that I had not been sent the email even though today was the last day. She didn't know why, of course. She set some flag that supposedly will get me the email sent in the next 7-10 business days, and gave me a case number. I'm not super stressed because I already have an adapter, but I would like to get the official one. She seemed to think that most people already had their adapter, so I told her that certainly wasn't the case for owners on this forum.

By the way, I have a friend with an Ionic 6 and he just mentioned to me today that he had not received an email about his adapter. So it's not just Genesis.

 

[Kassey22000]

I’ve requested a formal explanation statement from my contact @ the Genesis National Consumer Affairs division that I can post on this and other forums regarding what happened and when we can expect it to be fixed. They probably won’t respond, but they sure as heck should to the automotive press and directly to all affected. It’s not rocket science to send emails!

We’ll go ahead and order the recommended adapter for our road-trip, but dog gone it, we’re tired of the broken promises since we placed the order for this car in the beginning of 2023.

 

[EVsquatch]

That was such a painful call, round and round... All I got was a ticket # and still no email. SMH

Same. I was told that the email would come out today. It's 7:30 (ish) EST. I am not getting an email. Now I have to call again tomorrow.

 

[rawqstr]

She seemed to think that most people already had their adapter, so I told her that certainly wasn't the case for owners on this forum.

I'm sure there's a bias that those who haven't received are more likely to post here, but it isn't like this is just a collection of newcomers complaining. There's a small core of posters here and it seems a high percentage of regulars haven't received the email. That group is also more likely to have proactively checked that email communication was turned on. So to claim this process is working for MOST owners seems ridiculous.

And if @brucek is correct about the offer ending June 27? That could be a huge number of owners who never received the email and simply didn't remember to follow up, relying on Genesis to do what they said they were going to do and contact owners when the adapters became available.