Genesis Free NACS Adapter Thread: Post Your Updates

[brucek]

As others have reported, I too received my address confirmation email today and confirmed it. Now they say I will get a tracking number.

 

[gvjim]

I got a postcard last week and today I received the email. I'll be glad when this is no longer the main topic of discussion on this forum.

 

[DS9]

I finally got my NACS email yesterday, so hopefully they have figured it out.

 

[noremacnova]

Crap. Seems like I’m the only one left who has not received the email

 

[Aaron Buelow]

Crap. Seems like I’m the only one left who has not received the email

I haven’t either

 

[ljnelson109]

I haven’t either

Me too

 

[Jamas]

Me too

I haven't either.

For those remaining, when did you purchase your vehicle. I purchased mine end of June 2022.

 

[noremacnova]

I haven't either.

For those remaining, when did you purchase your vehicle. I purchased mine end of June 2022.

Purchased Sep 2024. No email as of today.

 

[gknyce]

Purchased Sep 2024. No email as of today.

No email still. Just called and ref'd my case no. Supposedly this is still in progress and has been reported up to leadership and they are still working through it... (Shrug). I asked if the postcard reference to June 13 date (to verify emails/shipping address) was some form of cutoff, and he didn't seem to think so.

If nothing else I'm glad I'm not alone

 

[skiingj]

No email, no status change to my 2 week old case. I even have a senior customer service rep looking into it as I have an open case about my rear trunk mat fiasco. I bought Sept '23. At least we have movement for some people.

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[Kassey22000]

Nada here too and the so called “consumer affairs dept” has gone silent. I’m reaching out to Peter Donnolan if he’s even still there. There is supposed to be a Genesis Executive Escalation Team that helped me in the initial months of ownership with many issues, so you might try to escalate to that department if you can convince any of the frontline CS reps to send a message up the line. The more customers they hear from the harder it is to ignore us.

 

[rawqstr]

Crap. Seems like I’m the only one left who has not received the email

Nope.

No email here.

 

[icdedppl]

I called monday and they checked and said that I should have gotten the email and my online information was correct and I was properly opted in. She said that she would send that info on and that I should be getting the email soon (probably Monday). I have been opted into everything since this whole campaign began. I have two GV60s, and that very same day, one of them threw a BMS error with a DTC of P1AA700 which looks like it means that the voltage differences in some of the HV battery cells are too far apart. After looking this up I've pretty much determined that it needs a new HV battery and that'll probably take months. Since they will seem to have the car for a long time, I told them to also replace the console display that takes a long time to come on in the winter when it's cold and fix the overactive parking sensors that go off randomly while I'm just sitting there waiting for the car in front of me.

So on Wednesday, they call me back and claim I was opted into everything except email, despite what they had said before and the fact that I do get emails from them. They asked for my permission for them to opt me in and I said sure if that'll get me the email for the adapter. My opinion now is that someone screwed up this whole thing, and they're "claiming" that people weren't opted in because they're covering someone's ass.

I'm at the point where I probably should just get a buyback as I'd have no problem invoking the lemon law. My issue is that is that I can't really get a new one that has any kind of decent color (to me) as it seems that everyone at Genesis who decides colors has no sense of fun and that the only colors that US people want are black, white, and variations of that. They probably took the guy who came up with Sao Paolo Lime and Humana Mint and sent him to North Korea to work as slave labor. Black, white, and an occasional gray are the only colors within a light year of me (there is one red, but it has a white interior which I don't particularly like). So now my wife drives my GV60 and I am relegated to our ICE car. Perhaps I'll do the buyback and then wait until the Magma comes out and I can get one in hero orange (they'll probably only sell Magma's in the US in black or white -- sigh)

Follow up:
I called back in today to see what the status of getting my emails for the adapter was. They had me reconfirm my email address spelling and mailing address. The advisor then contacted someone else to determine what my status was. That took several minutes, but he told me that I was in the queue to receive an email (actually two). He said the process was first automated, but that there were many people who did not get the email and the process is now manual with three people dedicated to Genesis sending out the emails from a list of people who didn't get emails (probably a list of people who have called and gotten a case number). He said I'd probably get my email "by the end of the month", which if all this information is above board, which I kinda have my doubts about, implies that there are a ton of people who didn't get the email. If we assume that one person can do about 100 emails a day, that means a total of 300 a day, which would mean they have a backlog of 4500 or so emails to send out. That doesn't include the ones they sent out for the last week and a half.

From sales data I would guess that they probably had about 10K-15K possible adapter to send out -- total sales of Gv60 and electrified version of other Genesis less the number of cars out of service or people who didn't have their email preferences set up and don't care as well as the number of cars that are no longer in service. Given this estimate, I'd say less than half the people who wanted one got the email by the end of May.

 

[ljnelson109]

I haven't either.

For those remaining, when did you purchase your vehicle. I purchased mine end of June 2022.

Oct '24

 

[EVsquatch]

Crap. Seems like I’m the only one left who has not received the email

Nope. No email for me. No response from Genesis.

 

[Gen-EV]

Crap. Seems like I’m the only one left who has not received the email

Also nada.
My story has been much like all of you. I have been completely in tune with the requirements and verified everything in late February before the first campaign got pushed back to end on May 30th. I have called GCS TWICE while the campaign was live to request updated status. During those calls in April and mid may I was told that I was eligible, I was opted in properly and I should wait, the email is coming soon. At the end of May I got nervous. Here are the calls since:
May 30th - everything is correct, your VIN qualifies, you will get the email tonight, If not call tomorrow. Here is you case number.
May 31st - everything is correct, your VIN qualifies, sorry you did not get the email, I will add a note to your case number. You will get a reply in 7-10 days.
June 3rd - everything is correct, your VIN qualifies, I will add a note to your case number. I will escalate. You will get a reply in 7-10 days.
June 7th - everything is correct, your VIN qualifies, I will add a note to your case number. It hasn't been 7 days. (Me-depends on the date you claim the start and What is the 7-10 days for? GCS has confirmed everything already. Do you need to confirm an 5th time??) I asked to speak to the call center supervisor. I expressed my displeasure in the communication and execution of this roll out.

 

[Gottogofast]

No email here yet either. My original call was in April asking when the emails would be coming out. Just got off the phone for the 3rd time since my first call May 30th. Called back on June 5th and they said they would escalate it. Called back today and they said it was escalated June 6th and it will be 7 to 10 Business days. Everything on my account is correct and has been since the beginning of the campaign. The representatives seem to be getting short with the customers they are supposed to be taking care of. I asked her if they were so incompetent they couldn’t respond in 3 to 5 days. She just said 7 to 10.
What a joke!

 

[JohnSC]

No email here yet either. My original call was in April asking when the emails would be coming out. Just got off the phone for the 3rd time since my first call May 30th. Called back on June 5th and they said they would escalate it. Called back today and they said it was escalated June 6th and it will be 7 to 10 Business days. Everything on my account is correct and has been since the beginning of the campaign. The representatives seem to be getting short with the customers they are supposed to be taking care of. I asked her if they were so incompetent they couldn’t respond in 3 to 5 days. She just said 7 to 10.
What a joke!

All,

I thought it would be useful to have a dedicated thread for folks to post their updates.

Curious if anyone has received an email today since they are scheduled to start as of today. Nothing on my end.

Just got an official email to confirm my shipping address, four days after my trip to the beach. Had to drive my Tahoe at 18 mpg. Still only one public supercharger at backwoods Myrtle Beach, and it's a Tesla. Monitored it closely during the week and all 8 stations were working and no waiting lines except early and late, but the beach crowd was down considerably from past years. Our EV is a 2024 GV70 electrified.

 

[ideutsch]

Given all the recent updates I felt I should add that when I really got some traction on this it was after I mentioned it to a higher level customer care representative that was working the wiper blade issue I brought up 6+ months ago. There was no record of my first call about not receiving an email about the adapter.

The representative I worked with recently was understanding, communicative, and followed up exactly as promised. It would be fantastic for the brand if all Genesis representatives were just like that.

 

[jdhume]

The representative I worked with recently was understanding, communicative, and followed up exactly as promised. It would be fantastic for the brand if all Genesis representatives were just like that.

My rep Jamie was excellent as well, despite not having immediate answers or resolution. She listened to my concerns, logged my case properly, updated it when I called a second time, emailed me the case number, and finally I received my address confirmation email this week.