Genesis Free NACS Adapter Thread: Post Your Updates

[noremacnova]

Did you figure out where is best to reach out to?

See the contact info at the bottom of this post I found in another forum:

Thank you for contacting Genesis Customer Care. We appreciate the opportunity to assist in regard to the complimentary NACS adapter redemption.​

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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.​

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We kindly ask that you allow until May 30th to receive your redemption email. If you have not received it after this date, please contact us at the number below, and we will be happy to assist further.​

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We have documented your inquiry under case number . Thank you for being a valued member of the Genesis Family.​

​

Respectfully,
Genesis Customer Care
(844) 340-9741​

 

[brucek]

Hate to say it, but if there is a deadline, somebody will be last. As long as they meet the deadline then they have fulfilled their promise. Sucks that it's you though. I wouldn't be buying any lottery tickets if I were you.

In this case, all evidence indicates they will not meet the deadline. I agree that someone must be last, but I think the continual failure to meet deadlines is the source of frustration. Tomorrow is the "deadline," and based on the number of people still waiting, I give them zero chance of meeting it.

 

[gknyce]

...I think the continual failure to meet deadlines is the source of frustration. Tomorrow is the "deadline," and based on the number of people still waiting, I give them zero chance of meeting it.

Agreed - and it's the deadline _they_ set, which seems like especially poor planning on their part. Why publish a deadline you can't then meet?

 

[ljnelson109]

It is one thing to have a supply issue and delay shipments. But failing to send an automated email in a timely manner is a huge embarrassing fail. A 12 year old kid can operate a mail merge program and send emails out to targeted emails. This is not rocket (or even automotive) science.

 

[EVsquatch]

In this case, all evidence indicates they will not meet the deadline. I agree that someone must be last, but I think the continual failure to meet deadlines is the source of frustration. Tomorrow is the "deadline," and based on the number of people still waiting, I give them zero chance of meeting it.

Agree with you wholeheartedly. They technically have until May 31st (which is Saturday) based on their own imposed deadline, but I doubt they will be sending out emails on a Saturday.

They have maybe 10K in total units sold in the US when they announced the free adapter program. It's not like they were dealing with tens of thousands of emails and owners here. Poorly managed.

 

[brucek]

Agree with you wholeheartedly. They technically have until May 31st (which is Saturday) based on their own imposed deadline, but I doubt they will be sending out emails on a Saturday.

They have maybe 10K in total units sold in the US when they announced the free adapter program. It's not like they were dealing with tens of thousands of emails and owners here. Poorly managed.

OK, I finally called Genesis today and they took my information to get me registered to receive the adapter. They said I should get a confirmation email in 3 to 5 days.

Here are the details as I heard them on this call:
1) All email for the adapter have gone out as of now.
2) The reason I did not receive an email is that I "opted out" of email communications. I'm sharing more about this below.
3) They have the ability to put me in the system manually. It is not clear if the next step will be a confirmation email or the registration for the adapter email.
4) They will honor adapter requests and fulfill them for owners until Jun 27.
5) I have a case number to follow up with after my call.

As I said above, the reason I did not get the notification is that I had opted out of email communications. She told me the only thing I was signed up for was text notifications, and the offer only went via email. As you can see below, I have opted in for everything but text. She told me she would adjust my settings, but I can only wonder if the system is working in reverse of what I expect based on what I see as my selections. Maybe it defaults to everything and those of us who made some selection messed it up, and those who have never adjusted the settings are the ones who received the email.

 

[hisuida]

*Sigh* Just got my monthly vehicle report but nothing else.

 

[GreyGV60]

OK, I finally called Genesis today and they took my information to get me registered to receive the adapter. They said I should get a confirmation email in 3 to 5 days.

Here are the details as I heard them on this call:
1) All email for the adapter have gone out as of now.
2) The reason I did not receive an email is that I "opted out" of email communications. I'm sharing more about this below.
3) They have the ability to put me in the system manually. It is not clear if the next step will be a confirmation email or the registration for the adapter email.
4) They will honor adapter requests and fulfill them for owners until Jun 27.
5) I have a case number to follow up with after my call.

As I said above, the reason I did not get the notification is that I had opted out of email communications. She told me the only thing I was signed up for was text notifications, and the offer only went via email. As you can see below, I have opted in for everything but text. She told me she would adjust my settings, but I can only wonder if the system is working in reverse of what I expect based on what I see as my selections. Maybe it defaults to everything and those of us who made some selection messed it up, and those who have never adjusted the settings are the ones who received the email.



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I also just now called Customer Care. I've always opted in for communications. She confirmed that I had not been sent the "Email" and she claims all of the remaining emails should be sent out by today. Not sure I actually believe that... If I do not receive the email she said to call back tomorrow. I was also provided with a case number. She did mention they have a "plan" if someone does not actually receive the email even though they opted in for communications.

 

[Kassey22000]

No email today! I’m set to receive all communications from purchase Jan 2023 and I do get all sorts of emails from GMA. Here’s what I wrote back to a GMA manager in the US offices today. Sometimes they just hand it off to a lackey/intern, sometimes they actually intervene. We’ll see.

“I and my friends with GV60’s have NOT received their “free gift” emails to confirm their information! I’ve checked the spam folders and I DO receive plenty of emails from GMA. This is a total let down of what is supposed to be the premium/luxury division of Hyundai. And to rub our noses in it further, our EV6 and Ioniq-5 friends all have their Tesla adapters!

What a way to run a campaign that was rolled out 1st quarter then by April 7th, then by today!

The brand is diminished by these acts of poor planing, terrible communication, over-promising while under-delivering, and just plain incompetence!

I was considering the 2026 GV60 Performance, but this company has left me and my family down too many times (we’ve never experienced this with BMW, Acura, MBUSA).

I want this escalated to GMA senior management with acknowledgement back to me, now please! “

 

[POG]

OK, I finally called Genesis today and they took my information to get me registered to receive the adapter. They said I should get a confirmation email in 3 to 5 days.

Here are the details as I heard them on this call:
1) All email for the adapter have gone out as of now.
2) The reason I did not receive an email is that I "opted out" of email communications. I'm sharing more about this below.
3) They have the ability to put me in the system manually. It is not clear if the next step will be a confirmation email or the registration for the adapter email.
4) They will honor adapter requests and fulfill them for owners until Jun 27.
5) I have a case number to follow up with after my call.

As I said above, the reason I did not get the notification is that I had opted out of email communications. She told me the only thing I was signed up for was text notifications, and the offer only went via email. As you can see below, I have opted in for everything but text. She told me she would adjust my settings, but I can only wonder if the system is working in reverse of what I expect based on what I see as my selections. Maybe it defaults to everything and those of us who made some selection messed it up, and those who have never adjusted the settings are the ones who received the email.



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Thanks for this info. Can you share the number you called? Seems like I need to call as well unfortunately

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[GreyGV60]

Thanks for this info. Can you share the number you called? Seems like I need to call as well unfortunately

1-844-340-9741

 

[brucek]

Thanks for this info. Can you share the number you called? Seems like I need to call as well unfortunately

The number is about 7 posts up where I asked for it. Option 5 and then 9


Respectfully,
Genesis Customer Care
(844) 340-9741

 

[gknyce]

The number is about 7 posts up where I asked for it. Option 5 and then 9


Respectfully,
Genesis Customer Care
(844) 340-9741

I went to general queue route, spoke to someone who confirmed my email address, and said she sent it out... 3 minutes later received the free NACS email

 

[gknyce]

I went to general queue route, spoke to someone who confirmed my email address, and said she sent it out... 3 minutes later received the free NACS email

Scratch that... Should have read the email first, no help whatsoever

 

[noremacnova]

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".

 

[gknyce]

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".

This was the same for me just now. They _seemed_ to think I was sent something on the 23rd? I'm pretty technical and can guarantee that you did not. Guess I'm calling tomorrow

 

[EVsquatch]

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".

I had the exact same response. Looks like depending on who you get when you call, they are handling this a different way. Not a good look.

 

[brucek]

I had the exact same response. Looks like depending on who you get when you call, they are handling this a different way. Not a good look.

They had me hold to check if the email was sent, and then came back to tell me I was opted out of emails.

 

[Kassey22000]

GMA and good communications skills? LMAO Even the dealers will admit on the side that it’s a tower of babble coming from GMA HQ in Cali.

 

[EVsquatch]

They had me hold to check if the email was sent, and then came back to tell me I was opted out of emails.

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.