Here is a copy of the mail sent this morning to INEOS‘ after sail manager for France (not sure if he’s in charge for Europe to…)
« Mr …,
On the advice of INEOS customer service who provided me with your contact details, I take the liberty of contacting you in order to address various questions that have remained unresolved since the delivery of my Grenadier by ByMyCar Villeneuve Loubet on June 13th.
I would first like to emphasize the exceptional quality of the vehicle delivered almost two months ago: it meets and probably exceeds the expectations that the years spent following the "Grenadier" project have given rise to.
It is all the more unfortunate that the relationship between your customers, early supporters, and INEOS is almost non-existent. By not responding, even partially, to the few persistent and irritating defects, this overall satisfaction is clearly tainted.
Indeed, since June 13:
- I am awaiting the final invoice for my vehicle;
- I am also waiting for the reimbursement of the overpaid registration fees (fees collected at the rates of the Var department while the vehicle is registered in Northen Corsica);
- my vehicle is still indicated in TRANSIT on my INEOS internet customer account, payment received and accepted;
- I am still waiting for the delivery and assembly of the side steps which have been fully paid for;
- I am still waiting for the reimbursement of the roof bars which have still not been delivered to me and for which I had to find, at my expense, a replacement solution, failing which my OFF ROAD holidays with my roof top tent should have been cancelled.
On a technical level (all these points were notified to Mr. …, INEOS representative at ByMyCar as soon as they were discovered):
- the ECO START AND STOP function has never worked;
- the NATO socket located at the rear of the vehicle, next to the towbar support plate, is not powered;
- significant traces of rust are visible on the exhaust manifold on the turbo side (see attached photo);
- the vehicle very regularly presents random alarms at start up;
- I am still waiting for the promised "3D guides and repair manuals";
- I am still awaiting the appointment of a maintenance point in Corsica, if possible in my department;
- I am still awaiting detailed electrical diagrams describing the "Electrical preparation and high load auxiliary control panel" option (location of the standby power supplies, details of their protections, etc.).
I know from reading and regularly participating in theineosforum.com forum that a large number of your customers are in the same situation and expresses it, at the risk of permanently tarnishing the image of this "made On purpose" 4x4, in Europe and beyond.
I have no doubt that you will be keen to provide answers to all these questions very quickly, thus finally raising the quality of your customer relationship to the level always promised by INEOS but never yet achieved.
Very sincerely,
Jean Boris HAMON »
« Mr …,
On the advice of INEOS customer service who provided me with your contact details, I take the liberty of contacting you in order to address various questions that have remained unresolved since the delivery of my Grenadier by ByMyCar Villeneuve Loubet on June 13th.
I would first like to emphasize the exceptional quality of the vehicle delivered almost two months ago: it meets and probably exceeds the expectations that the years spent following the "Grenadier" project have given rise to.
It is all the more unfortunate that the relationship between your customers, early supporters, and INEOS is almost non-existent. By not responding, even partially, to the few persistent and irritating defects, this overall satisfaction is clearly tainted.
Indeed, since June 13:
- I am awaiting the final invoice for my vehicle;
- I am also waiting for the reimbursement of the overpaid registration fees (fees collected at the rates of the Var department while the vehicle is registered in Northen Corsica);
- my vehicle is still indicated in TRANSIT on my INEOS internet customer account, payment received and accepted;
- I am still waiting for the delivery and assembly of the side steps which have been fully paid for;
- I am still waiting for the reimbursement of the roof bars which have still not been delivered to me and for which I had to find, at my expense, a replacement solution, failing which my OFF ROAD holidays with my roof top tent should have been cancelled.
On a technical level (all these points were notified to Mr. …, INEOS representative at ByMyCar as soon as they were discovered):
- the ECO START AND STOP function has never worked;
- the NATO socket located at the rear of the vehicle, next to the towbar support plate, is not powered;
- significant traces of rust are visible on the exhaust manifold on the turbo side (see attached photo);
- the vehicle very regularly presents random alarms at start up;
- I am still waiting for the promised "3D guides and repair manuals";
- I am still awaiting the appointment of a maintenance point in Corsica, if possible in my department;
- I am still awaiting detailed electrical diagrams describing the "Electrical preparation and high load auxiliary control panel" option (location of the standby power supplies, details of their protections, etc.).
I know from reading and regularly participating in theineosforum.com forum that a large number of your customers are in the same situation and expresses it, at the risk of permanently tarnishing the image of this "made On purpose" 4x4, in Europe and beyond.
I have no doubt that you will be keen to provide answers to all these questions very quickly, thus finally raising the quality of your customer relationship to the level always promised by INEOS but never yet achieved.
Very sincerely,
Jean Boris HAMON »
