Letter to Lynne Calder

[Tazzieman]

Hopefully someone in China Hacks this thing and gets us closer to fixing it ourselves. Because there does not appear to be any urgency from Ineos

Just wondering how come the hackers in China are so much better than the American ones? DT must be FURIOUS about that!

 

[RYAustralia]

OK. Here it is..

Well said from Tom. All those points are valid, the service one we all agree is critical. Having to take the car to a dealers to reset a service indicator light, or a wheel switch from summer to winter wheels requiring tpms sensors to be swapped across is ludicrous as we all know. That alone would be worth it for me to have fixed. I note your impending conversation with Lynn, best of luck. I’m sure your letter echoes the sentiments of near 100% of the Ineos owner group.

 

[Tom D]

So here’s Lynn Calder’s response.
I talked to her on the phone for well over an hour this morning and picked her brains on many of the issues covered in the letter. I recorded the call for my own benefit and will make a transcript of it so I can add more details to the points in the letter. I don’t have time to do that right now however. I will not be posting the recording or the transcript before you ask!

What I will say is that I was impressed with Lynn and her overall attitude. She has been very honest in the letter as you will see, She was not afraid to admit where failings had been made and I believe that she is committed to making improvements. I think I’ll just let you guys read the letter and ask questions here. I can then answer where I can from the points Lynn made in our conversation. There’s some very positive stuff and also some things where work still needs to be done. Some of my questions she didn’t know the answer to and she is going to go away and research them and get back to me. She is also amenable to a Q&A between the forum and her plus members of her team, in order to answer specific questions that we may have.

So to sum things up as I see them;
The manual is coming but not as interactive as first promised.
The ADAS system has fixes, some are already out but it depends on which model year you have. Its coming. Latest models have an ‘OFF’ button.
New service agents have been found and will be announced soon. (In the UK anyway) and I think also in the ROW..
Customer service is being improved.
There’s a lot more but I need to check back over the recording..

We even talked about the fusilier and potential new grenadier variants… Although I think she was getting sick of me by the end LOL.

 

[Clark Kent]

So here’s Lynn Calder’s response.
I talked to her on the phone for well over an hour this morning and picked her brains on many of the issues covered in the letter. I recorded the call for my own benefit and will make a transcript of it so I can add more details to the points in the letter. I don’t have time to do that right now however. I will not be posting the recording or the transcript before you ask!

What I will say is that I was impressed with Lynn and her overall attitude. She has been very honest in the letter as you will see, She was not afraid to admit where failings had been made and I believe that she is committed to making improvements. I think I’ll just let you guys read the letter and ask questions here. I can then answer where I can from the points Lynn made in our conversation. There’s some very positive stuff and also some things where work still needs to be done. Some of my questions she didn’t know the answer to and she is going to go away and research them and get back to me. She is also amenable to a Q&A between the forum and her plus members of her team, in order to answer specific questions that we may have.

So to sum things up as I see them;
The manual is coming but not as interactive as first promised.
The ADAS system has fixes, some are already out but it depends on which model year you have. Its coming. Latest models have an ‘OFF’ button.
New service agents have been found and will be announced soon. (In the UK anyway) and I think also in the ROW..
Customer service is being improved.
There’s a lot more but I need to check back over the recording..

We even talked about the fusilier and potential new grenadier variants… Although I think she was getting sick of me by the end LOL.

Thanks for investing your time and effort on our collective behalf Tom. That's an encouraging response from Lynn.

 

[landmannnn]

So here’s Lynn Calder’s response.
I talked to her on the phone for well over an hour this morning and picked her brains on many of the issues covered in the letter. I recorded the call for my own benefit and will make a transcript of it so I can add more details to the points in the letter. I don’t have time to do that right now however. I will not be posting the recording or the transcript before you ask!

What I will say is that I was impressed with Lynn and her overall attitude. She has been very honest in the letter as you will see, She was not afraid to admit where failings had been made and I believe that she is committed to making improvements. I think I’ll just let you guys read the letter and ask questions here. I can then answer where I can from the points Lynn made in our conversation. There’s some very positive stuff and also some things where work still needs to be done. Some of my questions she didn’t know the answer to and she is going to go away and research them and get back to me. She is also amenable to a Q&A between the forum and her plus members of her team, in order to answer specific questions that we may have.

So to sum things up as I see them;
The manual is coming but not as interactive as first promised.
The ADAS system has fixes, some are already out but it depends on which model year you have. Its coming. Latest models have an ‘OFF’ button.
New service agents have been found and will be announced soon. (In the UK anyway) and I think also in the ROW..
Customer service is being improved.
There’s a lot more but I need to check back over the recording..

We even talked about the fusilier and potential new grenadier variants… Although I think she was getting sick of me by the end LOL.

Great effort Tom and a decent reply from Lynn.
Hopefully the service reminder query will get some resolution in the future.

 

[IslandFalconer]

It’s a cautious reply, there seems to be some introspection. She seems genuine in her answers but vague. As always wait and see

 

[Zimm]

Kinda sounds like Sir Jim pulled an Elon, like when he thought all other established car manufacturers were building cars wrong using any people, got smacked with reality, and had to rush to redo manufacturing to include more people.

It seems like freshly minted billionaires all end up with a cognitive bias of illusionary superiority... i.e. "I got rich so it must mean I know everything about everything and you don't".

If this ends up in TSB's for steering pumps, prop shafts, shifting clunks, and HVAC repairs for the long term suffering afflicted, that's really awesome. Those are things any and all of the other serious car manufacturers would have handled by now. Most of the the other shit, while unforced errors, ain't that big of a deal. The truck is going to evolve, like the OG defender, LC7x and OG 911 anyway. If it's just an improved more communicative version of "go pound salt" replacing the existing silence.... well. :/ what'ya'gonna'do? I find interactive repair manual a bit of learning curve anyway. who wants to have to buy a starlink to get the manual in the middle of siberia. I wish it was a set of paparbacks my boomer ass could read and stuff in a box.

 

[Baron von Teuchter]

I’m quite impressed with the response.

Well done Tom.

 

[Bayford]

Thank You for your efforts on this Tom.

I think the reply was impressive - didn't say everything that one might have wished for but far more than I expected. It gives me hope that she was at least trying to address specifics rather that generics.

 

[Trialmaster]

So here’s Lynn Calder’s response.
I talked to her on the phone for well over an hour this morning and picked her brains on many of the issues covered in the letter. I recorded the call for my own benefit and will make a transcript of it so I can add more details to the points in the letter. I don’t have time to do that right now however. I will not be posting the recording or the transcript before you ask!

What I will say is that I was impressed with Lynn and her overall attitude. She has been very honest in the letter as you will see, She was not afraid to admit where failings had been made and I believe that she is committed to making improvements. I think I’ll just let you guys read the letter and ask questions here. I can then answer where I can from the points Lynn made in our conversation. There’s some very positive stuff and also some things where work still needs to be done. Some of my questions she didn’t know the answer to and she is going to go away and research them and get back to me. She is also amenable to a Q&A between the forum and her plus members of her team, in order to answer specific questions that we may have.

So to sum things up as I see them;
The manual is coming but not as interactive as first promised.
The ADAS system has fixes, some are already out but it depends on which model year you have. Its coming. Latest models have an ‘OFF’ button.
New service agents have been found and will be announced soon. (In the UK anyway) and I think also in the ROW..
Customer service is being improved.
There’s a lot more but I need to check back over the recording..

We even talked about the fusilier and potential new grenadier variants… Although I think she was getting sick of me by the end LOL.

Thank you Tom - that is brilliant progress!

 

[Deichrutscher]

Please don't forget to also thank Lynn Calder (and Tom, of course).
That was a candid answer, which also describes the internal problems of Ineos.

I wish Ineos much success in getting their self-made problems under control.

I've postponed my decision on a new car for now.
This means the Grenadier or Quartermaster can remain among the possible candidates.
In the meantime, I'll see how Ineos develops.

Best regards from Hamburg

 

[Cheshire cat]

Very indebted to you Tom. Very impressed with Lynn’s reply also. In fact, so much so that if I had shares in the company I would be holding or buying.
As an owner and lover of the product, my confidence in its future has been greatly enhanced.
Thanks again.

 

[Tom D]

Very indebted to you Tom. Very impressed with Lynn’s reply also. In fact, so much so that if I had shares in the company I would be holding or buying.
As an owner and lover of the product, my confidence in its future has been greatly enhanced.
Thanks again.

As CEO I’m sure she would be delighted to hear that!

 

[Tom D]

I am struggling to find a way to get a transcript of the call, perhaps because it is so long. My IPhone saved the call to the notes app, I can play it from there, but can’t seem to share it to other devices or save the audio file to a folder. If there are any apple guru’s on here who know how please let me know.
Cheers!

 

[IslandFalconer]

I am struggling to find a way to get a transcript of the call, perhaps because it is so long. My IPhone saved the call to the notes app, I can play it from there, but can’t seem to share it to other devices or save the audio file to a folder. If there are any apple guru’s on here who know how please let me know.
Cheers!

You could possibly setup a “drop box” and share the link. That might be easiest if it’s a really large file.

 

[Tom D]

I’ve tried that, I can’t even air drop it.

 

[Trialmaster]

I’ve tried that, I can’t even air drop it.

Can it be accessed through Apple Music?

 

[MattA]

Like everyone, thanks Tom and Lynn
But to be honest it is exactly what one would expect and sounds more like a speech from a politician at election time , it’s a word salad to appease the masses and tell them exactly what they want to hear to gain support
I still just wait and see what the actual reality is and will be in a the future

 

[Tom D]

She has promised to come back to me on a few issues, She will come back with more info on the Manual by the 16th. So we should know more in a couple of weeks.

I stressed the importance of having parts diagrams for maintenance and accident repairs, she took that on board, so thats hopefully coming. I also asked about fault code reading and she is going to speak to the tech teams about that, She doesn’t have any issues with aftermarket suppliers offering readers from a commercial perspective, i.e. they aren’t trying to protect dealer only servicing. Her concern was more technical: - Allowing non IA providers to screw up the cars systems. Given that brands like AUTEL support just about every manufacturer out there I don't think this will prove too much of an issue. We’ll see where it goes.

 

[Baron von Teuchter]

Thanks Tom. My experience of a third party trying to identify parts was awful, a catalogue and exploded diagrams will go a long way to sort that.