Genesis Free NACS Adapter Thread: Post Your Updates

[Guru0006]

I called on mine last week. Was supposed to get a call from her supervisor even though I didnt really care, as long as my adapter ships eventually thats all I need. Never got a call but willl follow up thos week.

 

[pippa]

still no email here but i did get a call back from my genesis rep on tuesday confirming i was in fact opted in to mygenesis emails and saying they were 'working on it' and i'd hear something back in 'seven to 10 business days'. she did NOT seem to have heard a lot about this issue, which i found odd.

 

[Zcd1]

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…

We have a case number, and just today submitted the requested proofs of ownership. We'll see what happens, but not holding my breath...

 

[Kassey22000]

They say the fish rots from the head.

I’ve spoken with supervisors for GCS, then escalated to NGCA, and have left 2 messages for a director at Corporate Executive Escalation (who was once very helpful because I had spoken with a VP in Fountain Valley HQ shortly after the purchase debacle and multiple recall flubs (drive shaft failures +++. Peter Donalan from Audi is no longer with the company).

Now it’s radio silence.

The new director of customer satisfaction and training is Kari Kiely and then the next up was Claudia who was the COO. The prior CEO of the NA team is gone, but Claudia used to run this side of the business. Maybe their hands are totally tied from the mothership, maybe they just don’t give a damn. AGAIN it’s NOT just THE ADAPTER! https://www.genesisnewsusa.com/en-us/executives

Sure we’re in a little GV60 owner’s bubble here with our collective dissatisfaction with the way we’re being ignored and treated, and few have gone through what Looney has, but this is bigger than just this annoyance - this brand WILL go down, and with it so will our resale/trade-in value so while I’ll keep hammering at the front door of GMA, I’m not going to the press or on social media just yet.

Kudos to the very friendly and kind folks on the front-line at GMA, I always go out of my way to be kind and polite to them, but they are given a poorly written script and no power what-so-ever to correct anything.

Thanks to the forum for letting me vent as it’s a great car, but such a terrible company.

 

[krikorr]

Do you mean "not going back to those not originally contacted..."?

When June 1st arrived and I had not received the NACS adaptor notification for my 2023 //GV70, I called MyGenesis and the person asked me a few questions to verify the accuracy of the contact info they had for me. He then examined my preferences and informed my that I had selected OFF for notifications. Because I wanted an adaptor not an argument, I caught myself before saying that I regularly receive all sorts of notifications from Genesis. The rep then said he would change the notifications option to ON and inform a "higher up" of the change and that I could expect a NACS adaptor in 10-14 days. Lo and behold, a week later I received an email stating that the adaptor had been shipped. I suggest any Genesis EV owner who has yet to receive a NACS email, check their notification option to make sure it is ON.

 

[skiingj]

Just off the phone with customer service. Opened my case on 30 May. I have been told twice someone will get back to me in a couple days, which never occurs. Today I was told 7-10 business days which ends tomorrow. They end the call with - if you don’t hear back in a couple days call us back, SMH. What a joke @Genesis.

 

[Gen-EV]

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.

June 11 - Called again same response with nothing definitive. It's been 13 days since the case was opened but the polite CSR said the start date was 6/3. SMH. Well Today is day 9 and still no email.

 

[Gen-EV]

When June 1st arrived and I had not received my NACS adaptor for my 2023 //GV70, I called MyGenesis and the person asked me a few questions to verify the accuracy of the contact info they had for me. He then examined my preferences and informed my that I had selected OFF for notifications. Because I wanted an adaptor not an argument, I caught myself before saying that I regularly receive all sorts of notifications from Genesis. The rep then said he would change the notifications option to ON and inform a "higher up" of the change and that I could expect a NACS adaptor in 10-14 days. Lo and behold, a week later I received an email stating that the adaptor had been shipped. I suggest any Genesis EV owner who has yet to receive a NACS email, check their notification option to make sure it is ON.

I'm guessing that you meant email notifications right.

 

[krikorr]

I'm guessing that you meant email notifications right.

Correct

 

[Phxcookie]

I'm on the phone right now with the drones at Customer Service and the nice young, but clueless operative is telling me that they have escalated this matter and that I will definitely hear from them by June 30. That is the 3rd "Definite" date I have been given over the last few weeks of trying to follow up this matter.
It's now just sport. I really don't need anything for free but if they offer it they should follow through. This company is clueless at customer service.
They want to be Lexus but at this point they are more like Yugo or Fisker. They are like a cow that gives milk into a bucket and then kicks the bucket over.
Love the car but can't stand the company or its incompetent dressed up Hyundai dealers

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[Kassey22000]

What I learned several years ago and this is not unique to Genesis, they farm out ALL of their so called customer service to a 3rd party, contracted CS companies (this one outside of Phoenix AZ). The also FAKE Consumer Affairs group are not employees of GMA. As far as I can tell Hyundai and Kia also route their CS through these script readers. Friendly is their goal, service is not. They get bonuses on the CLOSE rate for cases so don’t be surprised if your case has to be re-opened multiple times. Only if you actually reach a human in the Executive Escalation dept. do you have any chance of getting a resolution be it a buy-back or a damn promised adapter and even then the tightwads over at Hyundai US may ignore you as well.

Are the executives aware of these customer inflictions, some maybe, most could care less - they work for the South Korean executives not the consumers or the brand.

Lexus, BMW, maybe a very few others still have in-country decision makers who can fix local issues quickly, not Hyundai and certainly not Genesis.

 

[G-789677]

Opened a case 7 days ago. Just got the 'Gift from Genesis' email earlier tonight.

 

[Bogey99]

Just got my email this afternoon. August 2022 purchase. Thanks to this thread, I called last Monday, June 2nd, and got a case number. Followed up with a call this afternoon and got a generic response that my case was escalated, and that I would get the email by June 30th. Email must have arrived either during the call or just after I called, but I think that timing was purely a coincidence since the rep had no new info.

 

[POG]

I finally got the email this past Monday and immediately confirmed my address, but nothing since then. Hopefully they haven't run out of stock or anything.

2024 Performance, purchased 11/24.

 

[Gen-EV]

My ire grows.
I am 14 days from the opening of my case number and 10 days from the date that GCS wants to claim for the "start date" with no email yet. The added frustration is because I am seeing more and more posters that called after me getting resolution quicker. One would think that there would be a FIFO process to address the case numbers.

 

[EVsquatch]

My ire grows.
I am 14 days from the opening of my case number and 10 days from the date that GCS wants to claim for the "start date" with no email yet. The added frustration is because I am seeing more and more posters that called after me getting resolution quicker. One would think that there would be a FIFO process to address the case numbers.

I'm right behind you. 13 days in. No follow-up. No email. Nothing. I also didn't receive the flyer that others have received.

I continue to get various emails from Genesis, just not the one I'm actually interested in. I've been patient and polite to this point but my patience has worn thin.

 

[Kassey22000]

Purchase 2-2023. Just received the email invite. Who knows how long it will take to even get the adapter.
The email WAS NOT sent by GMA or Hyundai, but some 3rd party fulfillment house! Typical of Hyundai to farm-out all of their support, services, fulfillment (see also long delays in ICCU and prior delays in driveshafts). This is a company that spun off a supposed luxury brand but is such a cheap operation that they had NO control of over the process, the CS (also farmed out) or the messaging. Even the surveys that pretend to come from the COO are run not by GMA or JD.Powers but some small company in the mid-west (I spoke to that CEO 2 years ago).

This will NEVER be a luxury car brand when they so cheap-out! I’ll post when/if I actually get the adapter. In the meantime for the rest of the patient folks here, keep pushing on the so called “customer service” at some point it may help.

 

[skiingj]

Can someone provide a sentence or two from the emails? I would like to search my email just to make sure.

 

[POG]

Can someone provide a sentence or two from the emails? I would like to search my email just to make sure.

Subject: A GIFT FROM GENESIS, [first name]: DC FAST CHARGING ADAPTER

INCREASE YOUR AVAILABLE CHARGING STATIONS
Genesis is pleased to offer eligible owners a complimentary DC fast charging adapter. With it, you’ll have access to over 20,000 additional fast chargers around the country. Click below to confirm your mailing address.
We hope you enjoy this complimentary DC fast charging adapter and thank you for being a valued Genesis owner.
This offer is valid only for the recipient of this email notification and must be redeemed within 60 days from the date of receipt. After 60 days, this offer will automatically expire. This offer is nontransferable and cannot be exchanged for cash or credit.

 

[skiingj]

Thank you. No luck searching my email.