Connected services….trouble renewing

[mrskimberlyrobinson]

Hi. At the beginning of September, our Genesis connected service expired while we were out of town. We tried to get it reconnected while out of town, but they said we needed to be with the vehicle. We called when we returned and we have been trying to get reconnected for one month. We have a case number and we keep getting the runaround from Genesis and they keep saying the engineering and/or IT department is looking into it. Has anyone had the same issue? Why have we successfully had connected services and it’s worked perfectly for all of our needs and now we no longer have it and can’t get it back on? They can’t even tell me why they can’t fix it.

We have reset the panel screen, reloaded the app on our phones, made the Sept map updates and still nothing.

Please help.

Thanks
Kimberly

 

[Platinum Jeweler]

I have the exact same problem, case number and all. Talked to my salesman and he said they don't have enough engineers and has known it could take 6-8 weeks for them to respond. Seems crazy but that's Genesis.

 

[Jhon]

Mine is up in January. I will make sure to renew it before that to avoid this issue. I have read others had this as well when their sub ran out. They mailed me an offer but the email was defective and the hyperlink was corrupt to click on and get the deal.

 

[mrskimberlyrobinson]

Mine is up in January. I will make sure to renew it before that to avoid this issue. I have read others had this as well when their sub ran out. They mailed me an offer but the email was defective and the hyperlink was corrupt to click on and get the deal.

Yes do it early. Mine is still out and it’s been over a month.

 

[rememberwednesday]

It's crazy that they can't even give you a reason for the problem. I'm not an expert, but could it be related to the recent map updates? Just a thought, might be way off base though.

 

[mrskimberlyrobinson]

It's crazy that they can't even give you a reason for the problem. I'm not an expert, but could it be related to the recent map updates? Just a thought, might be way off base though.

Great question. We updated our map successfully two weeks ago. It perplexes me that they have no idea why it is not working when it successfully worked before.

 

[Mcc]

Reactivating after service has expired has looong been a problem. Not recent. If you plan to renew, don’t let your service expire or be prepared to wait to get it restarted.