Hello & Customer Service Help from Orlando, FL

[wtowen]

Hello!

We purchased our 2024 Grenadier in January of this year. Unfortunately, we've run into several issues with our dealership that are going unaddressed and our vehicle has been at the dealership for 60+ days just sitting. We've tried escalating to dealership management and have gotten no response. Our calls and voicemails go unanswered and emails take days to get a response and still the issues are not addressed. We've also been in contact with INEOS customer service via email, but they've told us to work directly with our dealership on issues. We are getting no help. I strongly feel that if we could address our concern with INEOS US customer service or management directly, we could easily resolve. However, INEOS customer service will only allow us to communicate via their email team and our dealership refuses to put us in contact with our US rep, stating they are internal facing contacts only. Does anyone have a US based customer service contact? We love the car, but are extremely frustrated to the the point we're considering selling just to never have to work with our dealership again. We are based in Orlando, closest dealership is 2hours away in St. Pete. Next closest dealership is 3-hours in Ft. Lauderdale. Any insight or help to get in contact with INEOS US team would be appreciated!

 

[CrazyOldMan]

It doesn’t really work that way. The team in NC doesn’t have a customer support group, can’t do technical troubleshooting, and isn’t an escalation channel. They coordinate marketing activity, dealer network development, help with launch activity, etc. You have 2 dealers just a couple hours from you - most of us don’t have ANY dealer in our state and our dealers are much further away. If you think you have a lemon, you can always pull that trigger. 60+ days on the lot sounds bad. But if you just think the steering pump is too loud or you don’t like the ADAS alerts, or don’t like the steering - that kind of thing - just sell it. Not the dealer’s problem and it’s not really broken. It’s just not for you.

 

[MattA]

What is so wrong with it that the dealer can’t or won’t fix it?

 

[lightning]

What faults do you have on your Grenadier? Most issues have been discussed on the U.K. section of the forum and there's been solutions or workarounds to many of them.

 

[AngusMacG]

I purchased my vehicle from a dealer 2 hours from me and they have been great to work with. Originally my build was shipped to the dealer in my state that is about 30 minutes away. I purchased from the other dealer for my own reasons. I have reached out to the closer dealer multiple times and methods but never heard back from them.

When I do have service needs I make sure I plan my day around that service. 2 hours, though inconvenient, isn’t too bad but knowing that the service department knows what they are doing and are responsive is worth the inconvenience of a 2 hours drive.

If you are this frustrated I would at least try one of the other dealers if you like the vehicle and want to keep it.

 

[anand]

2 hours, though inconvenient, isn’t too bad but knowing that the service department knows what they are doing and are responsive is worth the inconvenience of a 2 hours drive.

If you are this frustrated I would at least try one of the other dealers if you like the vehicle and want to keep it.

All of this