Mass Issue: Genesis Infotainment Driver/User Profile Settings Reset Discussion

[RBrylawski]

Evidently not long enough to get the customer service part down well.

 

[Artie Shane]

Evidently not long enough to get the customer service part down well.

Having owned other luxury brand cars for decades, including Lexus and Audi, there are multiple of examples of how to do it right.
This is an epic fail and very disappointing.

 

[RBrylawski]

Having owned other luxury brand cars for decades, including Lexus and Audi, there are multiple of examples of how to do it right.
This is an epic fail and very disappointing.

There's do doubt this was an epic fail. The fact still remains that of the luxury cars I've owned from Mercedes and BMW, my Genesis GV70 Sport Prestige is an incredible car. My dealer is good. The car is great. This experience however, not so great.

 

[Halo777]

This had happened to me as well on the 10th. I thought that it was something that I did, until I saw this thread

2023 GV70, just over 2 months old, 2500 miles

It would be really nice if Hyundai/Genesis owned the problem and made a statement to owners (unless I missed this)

It would be even better, if they gave us a simple way to backup, our profile data to USB stick

 

[Jhon]

This had happened to me as well on the 10th. I thought that it was something that I did, until I saw this thread

2023 GV70, just over 2 months old, 2500 miles

It would be really nice if Hyundai/Genesis owned the problem and made a statement to owners (unless I missed this)

It would be even better, if they gave us a simple way to backup, our profile data to USB stick

They are busy doing this

 

[RBrylawski]

They are busy doing this

lol

 

[JaguarXJR]

I have the same dysfunction with the update. I am sad to read so many complaints about what is a simple issue for other brands. What really troubles me is that Genesis hasn't accepted responsibility nor fixed this screw up. Even the dealers can't fix it. You know there is a dishonesty problem when they try the "discharged battery" excuse. Once I mentioned mine is always connected to a battery maintainer ,I just got more evasiveness. Genesis will sabotage their own reputation with this standard of customer service. Great product but the ethics just aren't apparent -yet. Someone with some high level connections at Genesis needs to get Genesis to read this Forum. We're all trying to fix the issue and are pulling for Genesis but we're not getting any love back.

 

[RBrylawski]

I'm not sure what you mean by dysfunction with the update. I cannot get OTA updates, because I can't accept OTA updates as the page to accept them is under "maintenance" whatever that means. This means what Genesis did a week ago, was not caused by an OTA update. It was just a mistake someone made. And once you reset all your settings and reconnect to the Connected Services App, there isn't anything else to do. My GV70 is back where it was before whatever they did.

I do agree they need to do MUCH BETTER in accepting responsibility and communicating with the customers their mistake caused us to have to go through the painful set up process again in our cars.

 

[Jjl8868]

I have the same dysfunction with the update. I am sad to read so many complaints about what is a simple issue for other brands. What really troubles me is that Genesis hasn't accepted responsibility nor fixed this screw up. Even the dealers can't fix it. You know there is a dishonesty problem when they try the "discharged battery" excuse. Once I mentioned mine is always connected to a battery maintainer ,I just got more evasiveness. Genesis will sabotage their own reputation with this standard of customer service. Great product but the ethics just aren't apparent -yet. Someone with some high level connections at Genesis needs to get Genesis to read this Forum. We're all trying to fix the issue and are pulling for Genesis but we're not getting any love back.

Well said! I’m in FULL agreement!

 

[ultra63]

I have the same dysfunction with the update. I am sad to read so many complaints about what is a simple issue for other brands. What really troubles me is that Genesis hasn't accepted responsibility nor fixed this screw up. Even the dealers can't fix it. You know there is a dishonesty problem when they try the "discharged battery" excuse. Once I mentioned mine is always connected to a battery maintainer ,I just got more evasiveness. Genesis will sabotage their own reputation with this standard of customer service. Great product but the ethics just aren't apparent -yet. Someone with some high level connections at Genesis needs to get Genesis to read this Forum. We're all trying to fix the issue and are pulling for Genesis but we're not getting any love back.

The blatant lying about the level of customer service promised on the Genesis website vs what is actually provided is a poor reflection on Hyundai Genesis

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[Jjl8868]

The blatant lying about the level of customer service promised on the Genesis website vs what is actually provided is a poor reflection on Hyundai Genesis

Not sure what they are accomplishing by lying. There are going to be issues. What car company does not have them? It’s how they own and remedy them that will establish trust in the brand. Coming out the gate lying and not accepting responsibility will put them out of business faster than anything. People talk, especially in this class.

 

[MHT]

I'm not sure what you mean by dysfunction with the update. I cannot get OTA updates, because I can't accept OTA updates as the page to accept them is under "maintenance" whatever that means. This means what Genesis did a week ago, was not caused by an OTA update. It was just a mistake someone made. And once you reset all your settings and reconnect to the Connected Services App, there isn't anything else to do. My GV70 is back where it was before whatever they did.

I do agree they need to do MUCH BETTER in accepting responsibility and communicating with the customers their mistake caused us to have to go through the painful set up process again in our cars.

Genesis Customer Service is saying that it was a OTA Software Update that was not supposed to have gone out. It probably made no difference wether you agreed to receive OTA Updates or not , you got this bogus software update.
If I could receive an OTA software update for a GV80 that failed to download because my car is a G80, I would say anything is possible. To this day I am still waiting to hear back as promised from the Genesis Engineers as to how this happened and we may all be waiting to hear as to how this last issue happened. I would advise that no one hold their breath while waiting.
It would probably be to everyone’s best interest to do what Genesis wants us to do and that is to just move on as there may be no need to continue whipping this dead horse .

 

[RBrylawski]

Exactly. I've reset everything. Everything is now working fine. And it's just time to put this subject to rest. It's clear Genesis is NOT going to apologize or explain what really happened.

 

[Dealer60]

Well I am in a quandray .. may 2023 GV70 was in an airport garage whilst the debacle happened.. collected on Tuesday thinking I’d missed it .. then Wednesday it started to pronounce deleting profile and all settings but gets stuck at removing my fingerprint stating no smart key available .. I assume that means both Key fobs in the car ?. Then the whole head unit stops responding until I switch off the engine .. restarting and nothing happens until 3 starts later and rinse / repeat .. I have not idea if I’m able to stop this happening .. Worse of course is the lame service from Hyundai where I bought the vehicle from saying Genesis told them it was a glitch sent to all 2023 Genesis vehicles and they (Hyundai) can’t do anything to fix it . gave me the corporate phone number for genesis and .. I have no time during the week hours to address this with work .. so I went on the ‘Genesis website and opened a case / complaint. let’s see how they respond.. Love the car but now I’m regretting my purchase.. should have spent more $ on a reliable brand with proper customer service. I definitely won’t be recommending the brand to anyone I know after this experience and would love to return it for my money back.

 

[MHT]

Well I am in a quandray .. may 2023 GV70 was in an airport garage whilst the debacle happened.. collected on Tuesday thinking I’d missed it .. then Wednesday it started to pronounce deleting profile and all settings but gets stuck at removing my fingerprint stating no smart key available .. I assume that means both Key fobs in the car ?. Then the whole head unit stops responding until I switch off the engine .. restarting and nothing happens until 3 starts later and rinse / repeat .. I have not idea if I’m able to stop this happening .. Worse of course is the lame service from Hyundai where I bought the vehicle from saying Genesis told them it was a glitch sent to all 2023 Genesis vehicles and they (Hyundai) can’t do anything to fix it . gave me the corporate phone number for genesis and .. I have no time during the week hours to address this with work .. so I went on the ‘Genesis website and opened a case / complaint. let’s see how they respond.. Love the car but now I’m regretting my purchase.. should have spent more $ on a reliable brand with proper customer service. I definitely won’t be recommending the brand to anyone I know after this experience and would love to return it for my money back.

I advise you read through all these post as I am certain that you will find the instructions to get everything back like you had them.

Good Luck

 

[EricGV70]

I advise you read through all these post as I am certain that you will find the instructions to get everything back like you had them.

Good Luck

I have read through everything in this forum, Facebook, and everything I can find. From what I can tell there are plenty of people that would welcome the opportunity to do a full reset of their profiles to bring their problems to a resolution. The best I could do was to use the guest profile to not get constantly locked out at the user agreement screen. Some of us are not in the position to just move on from this issue as you suggested.

 

[EdP]

Exactly. I've reset everything. Everything is now working fine. And it's just time to put this subject to rest. It's clear Genesis is NOT going to apologize or explain what really happened.

Apology would be nice.
My guess, from other software related issues, someone put the wrong floppy disc into the computer.

 

[RBrylawski]

I have read through everything in this forum, Facebook, and everything I can find. From what I can tell there are plenty of people that would welcome the opportunity to do a full reset of their profiles to bring their problems to a resolution. The best I could do was to use the guest profile to not get constantly locked out at the user agreement screen. Some of us are not in the position to just move on from this issue as you suggested.

You'll just need to do what the rest of who had our user profiles wiped out. And that is sit in your car, with BOTH KEYS (required to set up the primary profile) and set your car up over again. This means, redownloading radio stations your finger print, passcode, user settings, etc. Once done, reconnect to the Connected Service App, following the directions I posted above. If you can't find them, here they are:

1.Hold down the map and setup key until the screen turns off
3.Press Bluelink or Genesis Connected Services (for some models, press Bluelink or GCS then Bluelink or GCS Settings).
4.Press Service Activation or Reconfigure.
5.Wait for the "Enrollment Successful" message then press OK.

 

[EricGV70]

You'll just need to do what the rest of who had our user profiles wiped out. And that is sit in your car, with BOTH KEYS (required to set up the primary profile) and set your car up over again. This means, redownloading radio stations your finger print, passcode, user settings, etc. Once done, reconnect to the Connected Service App, following the directions I posted above. If you can't find them, here they are:

1.Hold down the map and setup key until the screen turns off
3.Press Bluelink or Genesis Connected Services (for some models, press Bluelink or GCS then Bluelink or GCS Settings).
4.Press Service Activation or Reconfigure.
5.Wait for the "Enrollment Successful" message then press OK.

As I said. My user profiles were not wiped out. I cannot access them. I appreciate the offer to help, but like I said.. I've read everything. BOTH KEYS doesn't in any way help me.

 

[RBrylawski]

I'd then delete the user profile and start over.