Genesis Free NACS Adapter Thread: Post Your Updates

[Lexigen]

Received adapter today. Timeline:
Email - 5/13 (confirmed same day)
Order Processed - 5/22 (simply said I've confirmed and I'll get email when shipped)
Adapter Received - 6/2 (USPS ground)

Never received email confirming shipment. USPS tracking (informed delivery) had no information if it was coming from Genesis either.

DOM - 12/11/2024

Same everything here as well. It was supposed to arrive yesterday but USPS being USPS my package took a detour and arrived today. The package came from Illinois. USPS notified me of an incoming package late last week but I had no clue it was the Genesis adapter.

 

[ljnelson109]

I received a call today from Genesis Customer Care from the same person I spoke with last week who assured me that she could see that I was properly opted into emails. She called to inform me that in spite of what she saw when we spoke last week, I am NOT properly opted in but with my permission they can correct it and I will receive the email on Monday.

The thing is, I contacted them on May 5th with my concerns about how my information is reflected in their system. They replied with:

We have confirmed you are enrolled properly, and your account only shows your GV60. At this time, your redemption email is still in the process of being sent. Emails are being sent in batches on a daily basis through May 30, 2025. Please keep an eye out for an email sent to the address linked to your MyGenesis account with the subject line: “A Gift 4U: Complimentary Charging Adapter.” We sincerely appreciate your patience as we work to distribute these communications.

So, which is it? Their online system is really broken. Or, at the least, my profile is broken.

 

[hisuida]

I received a call today from Genesis Customer Care from the same person I spoke with last week who assured me that she could see that I was properly opted into emails. She called to inform me that in spite of what she saw when we spoke last week, I am NOT properly opted in but with my permission they can correct it and I will receive the email on Monday.

The thing is, I contacted them on May 5th with my concerns about how my information is reflected in their system. They replied with:

We have confirmed you are enrolled properly, and your account only shows your GV60. At this time, your redemption email is still in the process of being sent. Emails are being sent in batches on a daily basis through May 30, 2025. Please keep an eye out for an email sent to the address linked to your MyGenesis account with the subject line: “A Gift 4U: Complimentary Charging Adapter.” We sincerely appreciate your patience as we work to distribute these communications.

So, which is it? Their online system is really broken. Or, at the least, my profile is broken.

Yeah, I agree. Something in their online account management side is messed up.
My account wouldn't show any info (address, email, phone, communication preferences etc) at all and when I tried to update, it would just redirect me to the login screen over and over.
I finally got this fixed after months of back and forth a few days ago actually, so my profile probably got missed. :/

 

[Kassey22000]

And yet folks like us already had all the correct boxes checked since January, and they still screwed our email up as well.
An 8yr old could run a mail list better than these clowns. I’m guessing that because they missed SO MANY folks on all 3 car’s mailing lists since the start the they NEVER ordered enough adapters based on early lack of demand. This might be why they have gone radio-silence as they are too embarrassed to disclose how badly they screwed up and it could be many more months before they get enough adapters delivered/fulfilled.
The fact that they don’t even care enough to notify us formally or issue a statement speaks volumes!

 

[EVsquatch]

Is THIS the issue with regards to "communication preferences"? I just did the main section "ON" and never did the drop-down caret to manually select the individual boxes. Changed just now.

View attachment 62207

Thanks for posting this. I had all the main sections turned "on" but had not selected any of the dropdowns. WTF?! This is a really confusing way to do this.

Did anyone see the GV60 in the promotions section? All I saw was GV70, 80, 90, connected services and Future vehicles?

 

[EVsquatch]

Check out the comments on this video about Hyundai and the free NACS adapter. They sound like a bunch of GV60 owners! Since the Hyundai USA and Genesis USA headquarters are both in the same building (just a few miles from me), they are obviously using the same f'd up email system. Talk about shooting yourself in the foot!

Well, clearly we aren't the only ones that have been left in the cold. They left out The IONIQ Guy? Not a smart move from Hyundai since he has a YouTube platform and is going to put them on blast.

I 100% agree with his sentiment: Why can't Hyunda/Genesis just send the damn adapter? How many stupid song and dances do we have to do? The intent of the email was to confirm we wanted the adapter and confirm our shipping. If we reach out to you directly and do this manually - why do we need the formality of insisting on an "email?"

My sense is that they were intentionally going about this process to weed people out. Inevitably somebody was going to forget to act on the email and they would become ineligible and that is one less adapter they have to ship out. That isn't outrageous - but they clearly bungled this process badly and frankly the gig is up. At this point, they should just let people reach out to customer care, confirm their info, assess eligibility and send people their dang adapters.

 

[Aaron Buelow]

Just another person chiming in. I had all contact options selected both in the app and on mygenesis. When I called in they gave me a case number and when I was called back they said I was not properly enrolled to get the email.

 

[Zcd1]

I doubt it.

Hanlon's razor is an adage, or rule of thumb, that states:

Hanlon's razor - Wikipedia

en.wikipedia.org

We called today after not receiving anything from Genesis.

The email account associated with the car isn’t ours, which is exceedingly odd given that we are the original/only owners.

Since we weren’t able to identify the correct/associated email address, we now have to submit 3 forms of proof of ownership, including the bill of sale, which is at our winter residence in CA, 2000 miles away.

It’s OBVIOUS that they’re trying to limit their exposure, and while understandable in some ways, the hoops are almost not worth jumping through for us…

 

[EVsquatch]

Just another person chiming in. I had all contact options selected both in the app and on mygenesis. When I called in they gave me a case number and when I was called back they said I was not properly enrolled to get the email.

Thanks for posting. So are they saying you are not getting the email or adapter now?

 

[Sunshine Daydream]

Also called, got a case number and a promise for response by phone in the next few days. We shall see.

Perhaps Genesis Motor America is "testing" my email address, because I just received an email request to review by vehicle. I have thoughts...

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[DS9]

I called again today and the rep that I spoke to saw the case that was opened last Friday but there had been no action taken on it. She said I should allow 7 - 10 business days for them to respond.

 

[Kassey22000]

7-10 days? Wow is this by stagecoach? Seriously! GMA get your act together, it does NOT take that long to send a unified response, issues a press release, offer an apology with a date/promise to fix it.
Again, goes right to the captain of this beached ship! No real leaders at Genesis I’m afraid.

 

[EVsquatch]

7-10 days? Wow is this by stagecoach? Seriously! GMA get your act together, it does NOT take that long to send a unified response, issues a press release, offer an apology with a date/promise to fix it.
Again, goes right to the captain of this beached ship! No real leaders at Genesis I’m afraid.

Agreed. Somebody needs to take ownership of this botched campaign.

 

[Aaron Buelow]

Thanks for posting. So are they saying you are not getting the email or adapter now?

They said I should be getting an email and somebody will be following up with me via phone call in a few days. I asked to see how they would send the email given that I wasn’t on the list and they didn’t know, just said it would be escalated.

 

[DS9]

Glanced at my Informed Delivery this morning and saw a Genesis flyer about the adapter. Upon closer inspection it was addressed to my wife - who lemoned her GV60 last October . . .

 

[noremacnova]

.. I’m guessing that ... they NEVER ordered enough adapters based on early lack of demand.

We may never know, but the DOM printed on the units that some people have received is Dec 2024, so these things have been in the production line for quite a while now. Also, the part number seems to be the same as the one that Hyundai and Kia customers are receiving.

 

[jrosser]

I called Genesis as well today. They mentioned phases and how they are not going back not contacted during the original rollout phase. They said they would call me back on when I would be contacted to order my adapter

 

[Kassey22000]

Oh and it just keeps getting better lol. An email today from the “case manager” wanting “to explore further what my concerns are”. No mention of the adapter, email, campaign, issues of lack of response for weeks now. When I replied immediately, all I got were 2 scripted emails back to back saying they are processing my last request. This is a JOKE!

 

[EVsquatch]

Glanced at my Informed Delivery this morning and saw a Genesis flyer about the adapter. Upon closer inspection it was addressed to my wife - who lemoned her GV60 last October . . .

That seems about right....

 

[Locutus]

For those following this thread who are in Canada, I reached out to understand what was happening with the NACS adapter up in the North and they replied with the followiing (funny that they felt compelled to remind me that the car that I have owned for over a year has a CCS port and not a NACS port!). I think Looney previously reported that Canadian customers would not be getting the free adapter, this email does not confirm or deny that position.

Thank you for contacting Genesis Motors Canada.

Please kindly be advised that the 2024 Genesis GV60 comes standard with a CCS port, not the NACS port.

Genesis Canada is in the process of integrating our Genesis app with the Tesla charging network and will make the NACS adapters available to Genesis EV guests during the second half of 2025. Not all details are finalized as of yet but, as always, we aim to provide Canadian guests with a convenient process and valuable product offering. These details will be shared with Canadian owners as soon as possible.

We would like to sincerely apologize if this has caused, or will cause you any inconvenience, however, we hope this information proves useful.

Should you require any further or future assistance, please feel free to contact us at anytime.

Best Regards,
Genesis Motors Canada