I have been attempting to get assistance from INEOS regarding the screen vents and battery charge for several weeks..
As my local dealer could not look at the car for over three weeks, I decided to take INEOS up on their advertised offer to help owners, however remote they are when they have problems.
After multiple calls and follow-ups, the extracts below from INEOS customer service are self-explanatory.
In summary, owners cannot directly speak with anyone who can assist them.
It appears that if I can get the truck to the INEOS technical team, they may be able to help (not sure how this would operate if I were in the middle of a desert).
The roadside recovery seems to be available only if the truck is unsafe, not simply broken, and it is only an option for the first two years.
I should make clear that the individuals involved at the dealership and the INEOS customer service desk are very polite and really try to be helpful; they simply receive no support.
In the absence of technical support, a workshop manual, or any other form of service bulletins that may assist owners or dealers, INEOS risks developing a reputation for producing an excellent vehicle with totally unacceptable after-sales. This will eventually affect the sale of both new and used vehicles.
I have no evidence; however, I suspect that both dealers and INEOS simply do not have sufficient qualified technical staff needed to provide the support owners need, despite claiming they do.
“In terms of speaking with an internal member of staff who support aftersales issues. Our team are not customer facing, which is where we are an escalation team are here as conduit.”
“I also wanted to follow up regarding the issue you raised with the air vents in your Grenadier. I understand you’ve been waiting on further information — as previously advised, our Technical Team has confirmed that we will need to inspect the vehicle in person before we can accurately identify the fault.”
“Please be advised that if you feel unsafe driving your Grenadier, we recommend that you contact AA so they can assess whether the vehicle is unsafe to drive. If deemed necessary, AA can recover your vehicle to your local dealer, and you would be provided with a courtesy car in the meantime. However, without a formal safety assessment, we are unable to classify your vent as a safety concern or provide a loan vehicle at this stage. “
As my local dealer could not look at the car for over three weeks, I decided to take INEOS up on their advertised offer to help owners, however remote they are when they have problems.
After multiple calls and follow-ups, the extracts below from INEOS customer service are self-explanatory.
In summary, owners cannot directly speak with anyone who can assist them.
It appears that if I can get the truck to the INEOS technical team, they may be able to help (not sure how this would operate if I were in the middle of a desert).
The roadside recovery seems to be available only if the truck is unsafe, not simply broken, and it is only an option for the first two years.
I should make clear that the individuals involved at the dealership and the INEOS customer service desk are very polite and really try to be helpful; they simply receive no support.
In the absence of technical support, a workshop manual, or any other form of service bulletins that may assist owners or dealers, INEOS risks developing a reputation for producing an excellent vehicle with totally unacceptable after-sales. This will eventually affect the sale of both new and used vehicles.
I have no evidence; however, I suspect that both dealers and INEOS simply do not have sufficient qualified technical staff needed to provide the support owners need, despite claiming they do.
“In terms of speaking with an internal member of staff who support aftersales issues. Our team are not customer facing, which is where we are an escalation team are here as conduit.”
“I also wanted to follow up regarding the issue you raised with the air vents in your Grenadier. I understand you’ve been waiting on further information — as previously advised, our Technical Team has confirmed that we will need to inspect the vehicle in person before we can accurately identify the fault.”
“Please be advised that if you feel unsafe driving your Grenadier, we recommend that you contact AA so they can assess whether the vehicle is unsafe to drive. If deemed necessary, AA can recover your vehicle to your local dealer, and you would be provided with a courtesy car in the meantime. However, without a formal safety assessment, we are unable to classify your vent as a safety concern or provide a loan vehicle at this stage. “
