Useless Customer Service

Jiman01 said:

Do you really want to be that interconnected to the dealer/Ineos? I do not. As IslandFalconer pointed out, at least in our area, providing “proof” outside of a claim has never been a requirement.

I think I speak for many of us here by saying that Ineos’s promise to include a service manual/wiring diagrams so that the end user could work on the vehicles, played a large part in being an early supporters of the IG. It also implies that Ineos knows and understands that it is then the owners responsibility to maintain records should a warranty dispute occur as outlined in our consumer protection laws (US).

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I like this forum and its information. But given many of the comments and the reactions I’ve received to this post. It is obvious that the vast majority here are more than willing to accept Ineos and its terrible service. The vast majority here won’t complain, will not reach out to management, will not do anything. It’s unfortunate but it is obvious. If every single complaint on this forum was taken to the highest level by the owners we would be getting somewhere. Unfortunately most are happy to accept total crap from ineos. And happy to “wait” for things to happen. It sucks. On the Jeep forum we actually had reps from FCA and they actively worked with Jeep owners. Even those that had done some serious modifications. On this forum we have no company reps, and Ineos doesn’t give a shit about us

IslandFalconer said:

I like this forum and its information. But given many of the comments and the reactions I’ve received to this post. It is obvious that the vast majority here are more than willing to accept Ineos and its terrible service. The vast majority here won’t complain, will not reach out to management, will not do anything. It’s unfortunate but it is obvious. If every single complaint on this forum was taken to the highest level by the owners we would be getting somewhere. Unfortunately most are happy to accept total crap from ineos. And happy to “wait” for things to happen. It sucks. On the Jeep forum we actually had reps from FCA and they actively worked with Jeep owners. Even those that had done some serious modifications. On this forum we have no company reps, and Ineos doesn’t give a shit about us

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It is unusual from my POV that so many are ok paying for parts and doing the repair themselves. I prefer to do that after warranty but I want the truck to be tight and solid before its exit.

IslandFalconer said:

I like this forum and its information. But given many of the comments and the reactions I’ve received to this post. It is obvious that the vast majority here are more than willing to accept Ineos and its terrible service. The vast majority here won’t complain, will not reach out to management, will not do anything. It’s unfortunate but it is obvious. If every single complaint on this forum was taken to the highest level by the owners we would be getting somewhere. Unfortunately most are happy to accept total crap from ineos. And happy to “wait” for things to happen. It sucks. On the Jeep forum we actually had reps from FCA and they actively worked with Jeep owners. Even those that had done some serious modifications. On this forum we have no company reps, and Ineos doesn’t give a shit about us

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No one is going to say you're wrong.

FCA, Ford, GM, Toyota, etc have spent years evolving their products yet they still manage to screw it up routinely. Ineos Automotive is a new player that came to market with a vehicle built from a shopping basket of fine components. They have some integration and execution issues to resolve, but benchmark their first born against other mass or even niche brands and tell me honestly that Ineos haven't done a good job overall as a v1.0 product.
But good is not excellent and they still have some work to do.
Ineos Automotive does not have a monopoly on disappointed customers and I say thank goodness for that or meme sites would be less fun.

IslandFalconer said:

I like this forum and its information. But given many of the comments and the reactions I’ve received to this post. It is obvious that the vast majority here are more than willing to accept Ineos and its terrible service. The vast majority here won’t complain, will not reach out to management, will not do anything. It’s unfortunate but it is obvious. If every single complaint on this forum was taken to the highest level by the owners we would be getting somewhere. Unfortunately most are happy to accept total crap from ineos. And happy to “wait” for things to happen. It sucks. On the Jeep forum we actually had reps from FCA and they actively worked with Jeep owners. Even those that had done some serious modifications. On this forum we have no company reps, and Ineos doesn’t give a shit about us

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What should we be complaining about?

There's 2 dealers and a service agent all under an hour from me, so while I sympathise, it's not something I will complain about.

A couple of warranty issues, but they are being sorted.

No workshop manual yet, but supposedly it is coming.

IslandFalconer said:

I like this forum

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Is this your line of business?
I'm re- reading Tim Gallagher'sbook. It's a shame falconry is illegal in Australia, but you can't have everything in life!
View: https://youtu.be/SWcWNzw8ufc?si=DYyUfXKflHb4FN_I

IslandFalconer said:

I like this forum and its information. But given many of the comments and the reactions I’ve received to this post. It is obvious that the vast majority here are more than willing to accept Ineos and its terrible service. The vast majority here won’t complain, will not reach out to management, will not do anything. It’s unfortunate but it is obvious. If every single complaint on this forum was taken to the highest level by the owners we would be getting somewhere. Unfortunately most are happy to accept total crap from ineos. And happy to “wait” for things to happen. It sucks. On the Jeep forum we actually had reps from FCA and they actively worked with Jeep owners. Even those that had done some serious modifications. On this forum we have no company reps, and Ineos doesn’t give a shit about us

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I have an early vehicle and I have regularly reached out to senior management to complain, winge or suggest improvements. Sometimes, they have even done what I have asked.

There are a number of Ineos Group and Ineos Automotive employees on this forum, most of them lurking, as to make too many comments would endanger their continued employment. Like most commercial entities, release of information is managed and to say things out of turn would incur the wrath of Corporate.

What I do not do is keep harping on about something where I have received an answer and I do not like it because it does not meet my idea of what they should do. IA is a commercial entity and will do what it feels it has to within the constraints of its business.

One of those constraints is a shortage of retail facing staff with a technical clue. Ineos' core chemical business is strictly business to business; the retail space is novel to them. They have engaged a contact team, who are non-technical, to manage the phones and email contacts. How those contacts are fed to IA's technical staff is a mystery to me and all other outsiders.

My main issue with Ineos is the slow release of the workshop manual and maintenance software. I want a single vehicle/single user option I can take off grid without spending the net GDP of a South American country. Within the context of their advertising both at the beginning and now, I don't think I'm unreasonable. UK law and practise makes it hard/ruinously expensive/batshit stupid to sue a commercial entity for specific performance, until all other avenues are closed, so I'll wait quietly for the current deadline to pass. My tame consumer rights solicitor is on speed-dial and I have the legal expenses insurance to back it up, so it has not gone away.

IA have had to make a lot of commercial decisions quickly and a number are embedded into the proprietary software for better or worse. Not being able to reset the service indicator without the dealer tool, being one. It is not like they bricked your vehicle, like HP did to my chairman's printer for missing a payment on his toner/service contract.

Tazzieman said:

Is this your line of business?
I'm re- reading Tim Gallagher'sbook. It's a shame falconry is illegal in Australia, but you can't have everything in life!

View: https://youtu.be/SWcWNzw8ufc?si=DYyUfXKflHb4FN_I

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Yes, this is what I do. Vineyards, fruit crops, airports. Commercial facilities and so on.

Roach said:

It is unusual from my POV that so many are ok paying for parts and doing the repair themselves. I prefer to do that after warranty but I want the truck to be tight and solid before its exit.

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I’d agree if the dealerships network was expanded compared to what we have now.

Jeremy996 said:

It is not like they bricked your vehicle, like HP did to my chairman's printer for missing a payment on his toner/service contract.

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Oh man, totally!! I won’t ever buy an HP again after experiencing that for cancelling my membership. I figured I’d be able to use what was left in the cartridges…nope

Sorry for the rant…

Not just HP, Epson bricks all of there's to the point even branded Magenta never works again. We recycled all of ours and went back to Brother. Anyone that bricks a printer with software I will never work with again. But this ability to work on these trucks, access data and reset the oil change life is the next greatest bad move by Ineos after the hitch fiasco.

IslandFalconer said:

I like this forum and its information. But given many of the comments and the reactions I’ve received to this post. It is obvious that the vast majority here are more than willing to accept Ineos and its terrible service. The vast majority here won’t complain, will not reach out to management, will not do anything. It’s unfortunate but it is obvious. If every single complaint on this forum was taken to the highest level by the owners we would be getting somewhere. Unfortunately most are happy to accept total crap from ineos. And happy to “wait” for things to happen. It sucks. On the Jeep forum we actually had reps from FCA and they actively worked with Jeep owners. Even those that had done some serious modifications. On this forum we have no company reps, and Ineos doesn’t give a shit about us

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Me thinks that some people just bitch too much about non issues or issues that when thought about are explainable and were, in fact, not an issue. I also believe that some folks bitch about problems others might be having when they, in fact, do not own a Grenadier. Perhaps they just need to complain. I have had zero problems with my Trial Master but, it only has 5,500 miles on it. Perhaps I should post that every day to keep up with the complainers......

LC0013 said:

Me thinks that some people just bitch too much about non issues or issues that when thought about are explainable and were, in fact, not an issue. I also believe that some folks bitch about problems others might be having when they, in fact, do not own a Grenadier. Perhaps they just need to complain. I have had zero problems with my Trial Master but, it only has 5,500 miles on it. Perhaps I should post that every day to keep up with the complainers......

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Whatever dude, my problems aren trivial. But keep up drinking the Ineos koolaid and accept the massive shortcomings and non service.

IslandFalconer said:

Whatever dude, my problems aren trivial. But keep up drinking the Ineos koolaid and accept the massive shortcomings and non service.

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Funny that I have had no massive shortcomings and non service problems and any, and all, questions or concerns were more than adequately addressed, or answered by Ineos Automotive or their dealer (Sewell Ineos, Plano TX). Naturally that explains my lack of desire to accept that all "problems", real or imagined, posted on this, or any other, forum are occurring. Ineos has delivered to me what I expected, perhaps more so, a start up company to do. But, you just go on with your bitching however, we all know that bitching on a forum that will not solve any alleged problems you are experiencing.

LC0013 said:

Funny that I have had no massive shortcomings and non service problems and any, and all, questions or concerns were more than adequately addressed, or answered by Ineos Automotive or their dealer (Sewell Ineos, Plano TX). Naturally that explains my lack of desire to accept that all "problems", real or imagined, posted on this, or any other, forum are occurring. Ineos has delivered to me what I expected, perhaps more so, a start up company to do. But, you just go on with your bitching however, we all know that bitching on a forum that will not solve any alleged problems you are experiencing.

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I’d use choice words but I won’t. There’s no “alleged” problems. They are in fact real problems. But again for a shopping mall grocery getter I’m sure you’re more than happy with your purchase. Again you do you dude. I have 8000km on this thing and the problems stack up daily.
I love how you just “know best” some of us actually use our trucks. Not just look at them. That’s my floor after 1/2 hour of driving. I’m sure to you a pond in your footwell is all fun and games. To me it’s not. Doors that don’t shut, wiper nozzles that don’t work, door seals falling off, oil reset that can’t be done. These are real problems dude. So you do you, and move along now.

IslandFalconer said:

I’d use choice words but I won’t. There’s no “alleged” problems. They are in fact real problems. But again for a shopping mall grocery getter I’m sure you’re more than happy with your purchase. Again you do you dude. I have 8000km on this thing and the problems stack up daily.
I love how you just “know best” some of us actually use our trucks. Not just look at them. That’s my floor after 1/2 hour of driving. I’m sure to you a pond in your footwell is all fun and games. To me it’s not. Doors that don’t shut, wiper nozzles that don’t work, door seals falling off, oil reset that can’t be done. These are real problems dude. So you do you, and move along now.

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I feel for you. In fact, I feel like you need your own "butthurt canuck" thread, dudette. On the plus side, it looks like the floor mats did a good job containing the water....

IslandFalconer said:

That’s my floor after 1/2 hour of driving. I’m sure to you a pond in your footwell is all fun and games. To me it’s not. Doors that don’t shut, wiper nozzles that don’t work, door seals falling off, oil reset that can’t be done. These are real problems dude. So you do you, and move along now.

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Oil reset is not a problem, it is a feature, the vehicle is to specification and it does not stop the vehicle from working.
Doors not shutting is an adjustment and is a warranty job.
Door seals falling off is a warranty job, (the only outer door seal not already changed is now coming off my truck - it's a build problem, the wrong glue and not wiped with panel wipe before assembly. They changed the build process, so I'd be interested in your VIN, as it should not be happening with later vehicles).
Now the water can be one or more of a number of issues, all of which are warranty fixes, none of which are difficult. Owners have reported leaks through the windscreen, safari roofs, leaks from the HVAC and A/C condensate. In some cases, some drains have need to be re-routed, (that was my issue). The technical bulletins for most of the water leaks are on the forum under resources.

If you want to go down the lemon/rejection route, you will need to give it to the dealer for rectification at least once, depending on jurisdiction. Check with your lawyer or consumer protection.

There are others who have had nightmares who have either been settled out by Ineos or given a replacement vehicle and are now happy. You need to make the next move, and it has to be via the dealer. I'm sure it is inconvenient, but nothing will change until you do.

Jeremy996 said:

Oil reset is not a problem, it is a feature, the vehicle is to specification and it does not stop the vehicle from working.
Doors not shutting is an adjustment and is a warranty job.
Door seals falling off is a warranty job, (the only outer door seal not already changed is now coming off my truck - it's a build problem, the wrong glue and not wiped with panel wipe before assembly. They changed the build process, so I'd be interested in your VIN, as it should not be happening with later vehicles).
Now the water can be one or more of a number of issues, all of which are warranty fixes, none of which are difficult. Owners have reported leaks through the windscreen, safari roofs, leaks from the HVAC and A/C condensate. In some cases, some drains have need to be re-routed, (that was my issue).

If you want to go down the lemon/rejection route, you will need to give it to the dealer for rectification at least once, depending on jurisdiction. Check with your lawyer or consumer protection.

There are others who have had nightmares who have either been settled out by Ineos or given a replacement vehicle and are now happy. You need to make the next move, and it has to be via the dealer. I'm sure it is inconvenient, but nothing will change until you do.

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Oil service reset isn’t a “feature” it’s a f**k up. All of it is warranty but

Tow module, no date available
Door handles no date
Rear door handle no date
Wiper nozzle no date
A/C Entire dashboard out
So I’m supposed to what?
Go to Mississauga and stay for a week 10 days while they fix it?

Yeah that’s plain stupid, the quality control is poor, very very poor. Nothing should leave the factory with this many problems.

IslandFalconer said:

Oil service reset isn’t a “feature” it’s a f**k up. All of it is warranty but

Tow module, no date available
Door handles no date
Rear door handle no date
Wiper nozzle no date
A/C Entire dashboard out
So I’m supposed to what?
Go to Mississauga and stay for a week 10 days while they fix it?

Yeah that’s plain stupid, the quality control is poor, very very poor. Nothing should leave the factory with this many problems.

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I think you need to take it back and hand the keys in. You shouldn’t continue driving it with so many faults, it clearly is getting to you which is not good for your health.

IslandFalconer said:

Oil service reset isn’t a “feature” it’s a f**k up. All of it is warranty but

Tow module, no date available
Door handles no date
Rear door handle no date
Wiper nozzle no date
A/C Entire dashboard out
So I’m supposed to what?
Go to Mississauga and stay for a week 10 days while they fix it?

Yeah that’s plain stupid, the quality control is poor, very very poor. Nothing should leave the factory with this many problems.

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Has your dealer asked you to bring in the vehicle?

IslandFalconer said:

So I’m supposed to what?
Go to Mississauga and stay for a week 10 days while they fix it?

Yeah that’s plain stupid, the quality control is poor, very very poor. Nothing should leave the factory with this many problems.

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You purchased a first year vehicle, with a very limited dealer network (that, bluntly, is still in their infancy in Canada). It would be logical to expect some issues with the vehicle, and also logical that for those issues to be rectified, the vehicle returns to a dealer. If an electronic control module puts an Audi, BMW, Porsche, or Volkswagen (the brands I spent 15+ years directly working with the most) out of service for 3+ weeks at a dealer to acquire one from Germany, why would you expect it to be any different for a new car brand that is just starting?

I live 2.5hrs from my closest dealer, going into the purchase of the vehicle I considered my "what if" plan for repairs that I couldn't wait for. In my case, the easiest is to just rent a vehicle adjacent to the dealer, drive the 2.5hrs home, and wait for the call to come and get it.

Have you asked the dealer for rental or loaner coverage?