Americas Ineos customer service, how has your experience been?

[PDX_Keith]

Mine, has not been great...

About two months ago I submitted a ticket to inquire into obtaining some 3D renders of the exterior of the vehicle. From my experience, automotive makers are actually pretty forthcoming with this information. To my surprise they were very willing to share and even mentioned how their goal was to have them accessible via an owners portal in the future. They already had all of my information from the purchase process, so the nice chap said he'd get back to me by the end of the week. Never heard back. I called a couple of weeks later asking for an update and the lady told me the ticket was closed as they had no commitment day scheduled to provide this information to customers. OK then, just proactively tell me that.

Now fast forward to two weeks ago and I submitted another ticket via the phone number to inquire into when wiring diagrams and manuals would be available to US customers. As a bonus I asked about the software update that the CEO promised as I get tired of that thing. The canned response on the diagrams/manuals was "our team of engineers are working dilegently on this but we are not at a point where we can make a date commitment". I thought to myself, WTH? Shouldn't this be a higher priority on a car thats been built for basically 2 years?

"Regarding the software updates there are no plans to update US vehicles".

Now I'm wondering if I have an idiot on the other end of this conversation, or if this is another case of big corporations left hand not talking to the right. So I replied with the article where the CEO stated it was going to be addressed and asked her to escalate the question and get back to me. Did I ever hear back? Nope.

 

[CrazyOldMan]

Mine, has not been great...

About two months ago I submitted a ticket to inquire into obtaining some 3D renders of the exterior of the vehicle. From my experience, automotive makers are actually pretty forthcoming with this information. To my surprise they were very willing to share and even mentioned how their goal was to have them accessible via an owners portal in the future. They already had all of my information from the purchase process, so the nice chap said he'd get back to me by the end of the week. Never heard back. I called a couple of weeks later asking for an update and the lady told me the ticket was closed as they had no commitment day scheduled to provide this information to customers. OK then, just proactively tell me that.

Now fast forward to two weeks ago and I submitted another ticket via the phone number to inquire into when wiring diagrams and manuals would be available to US customers. As a bonus I asked about the software update that the CEO promised as I get tired of that thing. The canned response on the diagrams/manuals was "our team of engineers are working dilegently on this but we are not at a point where we can make a date commitment". I thought to myself, WTH? Shouldn't this be a higher priority on a car thats been built for basically 2 years?

"Regarding the software updates there are no plans to update US vehicles".

Now I'm wondering if I have an idiot on the other end of this conversation, or if this is another case of big corporations left hand not talking to the right. So I replied with the article where the CEO stated it was going to be addressed and asked her to escalate the question and get back to me. Did I ever hear back? Nope.

TBH - at least for those of us who have had ours for a year or more - I would not have expected customer service to be able to do anything about those points or to give you an answer or timeline. SW will come when it comes, specs and manuals will come when they come - we’ve all been talking about it for a long time, none of us understands the holdup, but I don’t think any of us expect customer service to be able to address it. That being said - yes, my experience is that the central support team is very nice, very understanding, promises to follow up, and is not able to do very much one way or another. I work with my dealer for the things they can help with - and wait for Ineos to deliver the SW update, manuals, and HOPEFULLY access for independent mechanics in their overall service strategy.

 

[PDX_Keith]

The problem is the dealers also seem to struggle finding answers too. This just baffles me. I started there but didn't get any usable information so I figured I'd call and email them directly.

I did, however, save the email where she stated I shouldn't need diagrams or manuals as they'd rescue me anywhere. I plan to test that in the Northern Territories of Canada and Alaska, off road this summer, with my sat phone and see if they actually pick up the tab.

 

[CrazyOldMan]

The problem is the dealers also seem to struggle finding answers too. This just baffles me. I started there but didn't get any usable information so I figured I'd call and email them directly.

I did, however, save the email where she stated I shouldn't need diagrams or manuals as they'd rescue me anywhere. I plan to test that in the Northern Territories of Canada and Alaska, off road this summer, with my sat phone and see if they actually pick up the tab.

Send pictures! That will be awesome. Yeah, neither the dealer nor the help desk are going to have or give you those answers, IMO

 

[HereinDaRockies]

Their action is literally as if ineos automotive is in the exit strategy phase

 

[Znarfgh]

I have had mainly good exprience with Ineos customer services. The main point to remember that the call taker has limited experience and very little technical knowledge. They usually have to get information from somebody else.

I recently made an inquiry on the free length of one of their spring options and they got back to me within 2 days with the answer.

 

[PDX_Keith]

When I was discussing the manuals he stated that as long as I followed the recommended services intervals and used the recommended fluids that everything was still covered under warranty and the information I required was all in the owners manual. I asked him if he could show me where the torque setting for the oil drain plug was as I couldn't find it. He stated he didn't have a copy of the manual. I told him he could download it for free on the very website we're currently chatting on. He said he'd forward my request to engineering.