I own an IG and I want to share my warranty service experience.
No vehicle is perfect and how problems are handled is the real test of a company.
You don't have to read to the end. INEOS and the dealer(s) took responsibility for getting a fault that made my vehicle non drivable, fixed fast and without hassle.
I did my part with clear communications about the problem including pictures and contact info for my mechanic. But the dealers did more...a transport was needed, dealer coordination was also required and a customer needed to be assured (me).
It was a good experience. I'd rather have had no problem but that wasn't the hand dealt. Existing owners should know that the dealers seem to really want to help and be good at it.
And anyone thinking about an IG should know that the dealers will be there after sale. And that is the purpose of my writing this.
I used real names below because service and responsibility come from real people as well as a company. No vehicle is always perfect and no dealer is always perfect. This time two dealers were perfect.
=====> The long story begins here <=====
I live in Florida, 6 hours from the dealer I purchased the vehicle from (ATL-Regal) and 4 hours from the nearest dealership (Crown in Tampa).
The big problem:
My IG got a big red light saying BRAKE on the display panel with an additional message on the center display. Looked it up in the manual and it said tow to dealer.
Took IG to local my local mechanic in Florida (very competent) and they found this:
Cables rubbing up against the tire. Local mechanic felt it was unsafe to drive.
=====
OK, now what?
Called INEOS, not really helpful about this but (rightfully) pointed me back to my dealer.
So I emailed/called Regal in Atlanta and worked with Holden Scott (operations) and Armando Rodriguez, the service advisor.
Discussed the problem and the long distance to Atlanta and the big problem getting it home.
Regal said to give them a bit of time to look into options.
Armando and Regal arranged for the vehicle to be serviced out of Tampa.
And as soon as I found out about this, I got a call from Evan Doel (Service Manager) from Crown in Tampa telling me they were going to handle it.
And that they have their own inhouse transport and would pick up my vehicle the same day as his call! (PS: They did tell me that even though they used their transporter, INEOS Corp helped with the expense).
No cold call on my part, no coordination, no paperwork, nothing to do but have the vehicle available. Regal in Atlanta had fully informed them about my problem and gave them whatever information they needed.
Crown did the work without any hassle or any effort on my part. A special shoutout to Evan, quick initial call and his responses to my emails were never more than 20 minutes later!
The IG was picked up and returned about a week later.
There was a need for some brake parts which was the reason for the delay. They also fixed a problem with the HVAC (now super cold).
Been driving the vehicle for several days (including on the beach) and all is good.
I've had lots of new SUVs over the years but never more than an hour from the dealer. But despite the distance, as good as or better than any other new vehicle warranty service.
Our family has three Ineos Grenadiers (bird on mine). Only 1 problem so far (mine) and we continue to love the SUV.
(I’m posting this in a couple of places: theineosforum, Facebook and Reddit)
No vehicle is perfect and how problems are handled is the real test of a company.
You don't have to read to the end. INEOS and the dealer(s) took responsibility for getting a fault that made my vehicle non drivable, fixed fast and without hassle.
I did my part with clear communications about the problem including pictures and contact info for my mechanic. But the dealers did more...a transport was needed, dealer coordination was also required and a customer needed to be assured (me).
It was a good experience. I'd rather have had no problem but that wasn't the hand dealt. Existing owners should know that the dealers seem to really want to help and be good at it.
And anyone thinking about an IG should know that the dealers will be there after sale. And that is the purpose of my writing this.
I used real names below because service and responsibility come from real people as well as a company. No vehicle is always perfect and no dealer is always perfect. This time two dealers were perfect.
=====> The long story begins here <=====
I live in Florida, 6 hours from the dealer I purchased the vehicle from (ATL-Regal) and 4 hours from the nearest dealership (Crown in Tampa).
The big problem:
My IG got a big red light saying BRAKE on the display panel with an additional message on the center display. Looked it up in the manual and it said tow to dealer.
Took IG to local my local mechanic in Florida (very competent) and they found this:
Cables rubbing up against the tire. Local mechanic felt it was unsafe to drive.
=====
OK, now what?
Called INEOS, not really helpful about this but (rightfully) pointed me back to my dealer.
So I emailed/called Regal in Atlanta and worked with Holden Scott (operations) and Armando Rodriguez, the service advisor.
Discussed the problem and the long distance to Atlanta and the big problem getting it home.
Regal said to give them a bit of time to look into options.
Armando and Regal arranged for the vehicle to be serviced out of Tampa.
And as soon as I found out about this, I got a call from Evan Doel (Service Manager) from Crown in Tampa telling me they were going to handle it.
And that they have their own inhouse transport and would pick up my vehicle the same day as his call! (PS: They did tell me that even though they used their transporter, INEOS Corp helped with the expense).
No cold call on my part, no coordination, no paperwork, nothing to do but have the vehicle available. Regal in Atlanta had fully informed them about my problem and gave them whatever information they needed.
Crown did the work without any hassle or any effort on my part. A special shoutout to Evan, quick initial call and his responses to my emails were never more than 20 minutes later!
The IG was picked up and returned about a week later.
There was a need for some brake parts which was the reason for the delay. They also fixed a problem with the HVAC (now super cold).
Been driving the vehicle for several days (including on the beach) and all is good.
I've had lots of new SUVs over the years but never more than an hour from the dealer. But despite the distance, as good as or better than any other new vehicle warranty service.
Our family has three Ineos Grenadiers (bird on mine). Only 1 problem so far (mine) and we continue to love the SUV.
(I’m posting this in a couple of places: theineosforum, Facebook and Reddit)
