Customer Service has RUINED this car experience
My connected services has stopped working as the modem has disappeared. No remote start, maps broken, can't lock doors via app or without keys. I called customer service, and they created a ticket with an estimated time frame. I called back three times after each expected completion time, and each time, they extended the date. The fourth time calling, they told me they didn't actually submit the ticket and I'm going to be place at the back of the queue. The service has been down since mid November and I still haven't heard anything from them. I rely on this service for the winter and to also make sure the doors are locked while in the city.
Customer service on twitter said they could elevate the ticket and that still didn't do anything. The Annapolis dealership said it's not their problem and can't do anything until Connected Services does something about it.
I'm looking at filing a BBB complaint. Everyone I know is aware of the frustrations I've been having with Genesis and their support. This problem is being actively ignored as I don't think they are interested in trying to solve it. They want to diagnose it remotely but they can't... The modem does not have an IMEI! How are you going to connect in. And then I'm going to have to wait for another extended period of time while its in the garage.
This has been a horrible experience. I can't recommend Genesis to anyone right now because if something breaks, you're screwed.
If you're interested in following along with this saga, case #41877321. Until then, I'm stuck having purchased a partial product.