Genesis Free NACS Adapter Thread: Post Your Updates

[GreyGV60]

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.

If we all do not receive our "Emails" by this weekend, then maybe ALL of us should start calling Customer Care (1-844-340-9741) and keep calling them until we hopefully get some results.

 

[EVsquatch]

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.

Thank you to @brucek for posting about the June 27th date. That has not been made public by Genesis in any documentation they have provided about the adapters and that is not acceptable. Many people who are in our situation would likely not have known about the cutoff, since it hasn't been communicated anywhere publically, and would have been left out in the cold.

My CS agent did not mention that cutoff. It doesn't even seem they are being consistent with what they are communicating.

 

[brucek]

Thank you to @brucek for posting about the June 27th date. That has not been made public by Genesis in any documentation they have provided about the adapters and that is not acceptable. Many people who are in our situation would likely not have known about the cutoff, since it hasn't been communicated anywhere publically, and would have been left out in the cold.

My CS agent did not mention that cutoff. It doesn't even seem they are being consistent with what they are communicating.

My rep was friendly, and I feel like my adapter is in process. We shall see about the follow-up. In talking to her, I said I did not want to have the same fate as my friend who has a Mustang EV. He did not worry about getting the adapter and said he would attend to it later when I mentioned it. Eventually, when he called, they told him the deal was over. He should have been eligible for two, since he bought two Mustangs.

Based on my conversation, the June 27 date did not seem to be made up or random; she clearly stated it is the date the program runs through, and we joked about me needing to avoid my Mustang friends' fate by then, so I want a case number now.

 

[GreyGV60]

My rep was friendly, and I feel like my adapter is in process. We shall see about the follow-up. In talking to her, I said I did not want to have the same fate as my friend who has a Mustang EV. He did not worry about getting the adapter and said he would attend to it later when I mentioned it. Eventually, when he called, they told him the deal was over. He should have been eligible for two, since he bought two Mustangs.

Based on my conversation, the June 27 date did not seem to be made up or random; she clearly stated it is the date the program runs through, and we joked about me needing to avoid my Mustang friends' fate by then, so I want a case number now.

Interesting that she gave you a specific date. All of the other folks on this thread were not advised of any dates when we called. As I stated earlier the customer Service Rep I spoke to said all of the remaining emails were to go out to night. It's now 10:30 pm and I have not received an email. I'm not surprised that Genesis did not follow through. My car is almost 3 years old. I doubt if I will buy another Genesis. Not sure if I even want another EV.

 

[hisuida]

Anybody get a mailer about the NACS adapter? I haven't gotten it yet but noticed in my usps informed delivery that I'm getting physical mail piece about the adapter (hopefully delivered today)

 

[EVsquatch]

Anybody get a mailer about the NACS adapter? I haven't gotten it yet but noticed in my usps informed delivery that I'm getting physical mail piece about the adapter (hopefully delivered today)

Nothing by mail. Still waiting for an email that isn't going to come...

 

[EVsquatch]

Interesting that she gave you a specific date. All of the other folks on this thread were not advised of any dates when we called. As I stated earlier the customer Service Rep I spoke to said all of the remaining emails were to go out to night. It's now 10:30 pm and I have not received an email. I'm not surprised that Genesis did not follow through. My car is almost 3 years old. I doubt if I will buy another Genesis. Not sure if I even want another EV.

I think we can officially call the time of death on this email campaign. I didn't get anything.

So now Genesis CS is going to get flooded with folks who didn't get emails....

 

[brucek]

Interesting that she gave you a specific date. All of the other folks on this thread were not advised of any dates when we called. As I stated earlier the customer Service Rep I spoke to said all of the remaining emails were to go out to night. It's now 10:30 pm and I have not received an email. I'm not surprised that Genesis did not follow through. My car is almost 3 years old. I doubt if I will buy another Genesis. Not sure if I even want another EV.

I specifically asked if there is a date when the free adapters program will stop, since I had the example of my friend with the Mustang missing the date.

Relatively speaking, my problems with Genesis are small. I very much enjoyed the Lexus owner experience over multiple cars, and I think they are the closest brand to compare. I couldn't find a Lexus model that I liked, and I think their lineup has become somewhat boring. This is our second Genesis, so I knew what I was getting into, and if you get a good one, then they are great cars.
We have also owned Audi & Mercedes, and they are better at managing customer experience, but the bottom line is they are expensive cars to both buy and own. I liked the Acura back in the 90s when they first came out, and my Hyundai/Genesis dealer shares a parking lot with an Acura dealer. After looking at Acuras, I decided to get a Genesis again, having considered all the alternatives to avoid it.

We also have an Outback, and my attitude is to expect the Hyundai dealer to be about the same as the Subaru dealer, and thus, I am a happy owner. I do miss the Lexus owner experience, but I have a nicer car.

 

[hisuida]

Here is the piece of mail I got today. It seems to say to just verify your address and email on your account and you should get an email..........

https://imgur.com/a/rYlf9ek

 

[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!

I just got the following follow-up. Not really any new information, but a quicker response than I expected...

"Thank you for contacting Genesis Customer Care. We are sorry to learn that you have not received the email to redeem the free NACS adapter.

We have reported this to our higher-ups who will further handle the matter. Once an update is available, we will contact you. We apologize for the inconvenience this might cause."

______________________________

Help support this site so it can continue supporting you!

 

[noremacnova]

I called Genesis back just now (5/31/2025) per their instructions from yesterday (which were to call back if I didn't get an email by midnight 5/30/2025). Here's what transpired:

1. Agent used my previous case number to bring up all the data.
2. Agent had me verify that I had not received an email prior to now, and also verified my VIN.
3. Agent again questioned if I was signed up for Genesis promotional emails (I am, for what it's worth).
4. Agent advised that her action was to "escalate to her team leader" who was processing these requests.
5. When asked, agent acknowledged that they are receiving lots of calls today from customers who have not received the initial email. Agent also mentioned that the "deadline" was supposed to have been 5/30/2025.
6. When asked about timeline, agent advised she could not estimate when anything would occur.

 

[ljnelson109]

Here is a long shot question. Does the first email requesting a verification of address require the recipient to click a link and then enter everything? I realize that these are targeted emails but I am thinking of how poorly their owners site works. If you are logged in and decide to "check for recalls" it isn't smart enough to pass your VIN info to their tool. It requires you to manually enter your VIN. If this email works in a similar manner, I am wondering if that link could be hit be those of us who never received the email and we could just manually enter our information.

 

[GreyGV60]

Here is a long shot question. Does the first email requesting a verification of address require the recipient to click a link and then enter everything? I realize that these are targeted emails but I am thinking of how poorly their owners site works. If you are logged in and decide to "check for recalls" it isn't smart enough to pass your VIN info to their tool. It requires you to manually enter your VIN. If this email works in a similar manner, I am wondering if that link could be hit be those of us who never received the email and we could just manually enter our information.

I called Customer Service service (1:30pm) and spoke to "Monica" I provided her with my case number from my previous call. She said all of the email should have gone out last night. I asked about any extension dates for the program and she was not aware of any. I advised her each Customer Services rep. seems to tell each of us something a little different. She also said would escalate the matter and took my phone number. As yesterday was the "Last day" of the program she said if anyone else has not received their "Email" that they should call Customer Services as soon as possible to obtain a case number so that they have it on record that you attempted to contact them about not receiving the "Email."

 

[ljnelson109]

I called Customer Service service (1:30pm) and spoke to "Monica" I provided her with my case number from my previous call. She said all of the email should have gone out last night. I asked about any extension dates for the program and she was not aware of any. I advised her each Customer Services rep. seems to tell each of us something a little different. She also said would escalate the matter and took my phone number. As yesterday was the "Last day" of the program she said if anyone else has not received their "Email" that they should call Customer Services as soon as possible to obtain a case number so that they have it on record that you attempted to contact them about not receiving the "Email."

I made the call yesterday. I am supposedly on record. If there was a way to just submit the request without waiting for this "mystical" email I would choose that option. I had service done on the 15th and they even included the offer on my service paperwork. Why are they being so mysterious about it. Honestly, we do we need to request anything. They know where we live. They should just send the darned thing. Or, make them available to the dealer.

I was in a Genesis/Hyundai dealer yesterday. He was researching something when I walked up and admitted that they are investigating a case where someone brought in a stolen car and Hyundai replaced the engine without figuring out that it was a reported stolen car. I guess if they can make that mistake, I shouldn't be surprised by this fiasco.

 

[EVsquatch]

Here is the piece of mail I got today. It seems to say to just verify your address and email on your account and you should get an email..........

https://imgur.com/a/rYlf9ek

Very interesting. Has anyone else received anything in the mail?

 

[EVsquatch]

I sent an update to my existing case using the "contact us" feature on my.genesis.com. I received a response that said "we are experiencing a high e-mai volume" and that their response might be delayed.

I wonder what that high e-mail volume could possibly be about??

I'm speculating that a lot of folks didn't get their expected NACS adapter emails...

 

[Zcd1]

This isn’t rocket science.

They’re slow-walking the campaign to reduce their overall $$$ exposure, plain and simple.

Understandable, but also contemptible, especially for a “luxury” brand.

 

[gvjim]

They’re slow-walking the campaign to reduce their overall $$$ exposure, plain and simple.

I doubt it.

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

Never attribute to malice that which is adequately explained by stupidity.

Hanlon's razor - Wikipedia

en.wikipedia.org

 

[brucek]

I doubt it.

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

Never attribute to malice that which is adequately explained by stupidity.

I like the Hanlon's razor adage. While I have heard this before, I like knowing a name. Life is more pleasant when you attribute things like this to stupidity as opposed to malice, because everyone knows you can't fix stupid.
Another interesting find was Grey's law, which may be a more accurate explanation of what we experience with Genesis: "Any sufficiently advanced incompetence is indistinguishable from malice."

 

[jasonaward]

Very interesting. Has anyone else received anything in the mail?

USPS Informed Delivery shows that I’m receiving this mailer today.