Americas North & South America Service Network

[[ Adam ]]

I'd really like to know what's going on with the promised service network. We've heard here it won't be "exclusively Bosch", but will it be exclusively Ineos dealerships? This is not the deal that was advertised to us as buyers.

This has been an especially sore point where Ineos USA have flat out failed to communicate. They over promised and have under delivered big time. I was at the 2B prototype tour in 2022 where they ( See photo w/Greg Clark) talked up and down about the top 20% of Bosch service centers. If that's not going to be the case - let us know. They've set the expectation and not delivered a thing.



I've done my part - I've paid for my vehicle and I've driven it. I've got over 6200 miles on it to date & the time has come for Ineos to give us some answers.

What is the plan? As it stands, this is a failure in my book.

Who will service partners be, what is going on with the advertised "roadside assistance"? This screen shot was taken from the website today & by my count, the only promise fulfilled is the 5 year warranty.



Dealerships have been great - but I'm not just looking for my local dealer/service. We were promised a service network across North America and beyond. I'm looking to take the grenadier across the American continents - and I expect Ineos to deliver on their promise.

/rant @Stu_Barnes

 

[[ Adam ]]

I know I'm not alone

View: https://www.youtube.com/watch?v=QsKHs2g-Xiw

 

[UncleBuck]

I have to agree, this is a pretty significant issue. Once I pickup my truck this Friday and drive home, I will be ~6 hours from the nearest dealership. While I do not buy into the fear and calamity mindset, it does trouble me to think the nearest service center is that far away.

 

[[ Adam ]]

In May of 2023, @Stu_Barnes posted the following (which I linked to above):

INEOS Americas Response:

"We won't be partnering exclusively with Bosch. Initially we will offer coverage in certain areas with a remote service partner. This coverage, along with our retail network, will continue to grow and we will provide periodic updates on this."

What's the story on the remote service partner & what areas are covered?

 

[Chadd7]

I believe this is the main reason Curry Ineos has so many customer cancellations. They lose the metropolitan NY customer if they need to drive over an hour for service. Practicality tends to set in for the majority. I’m going on week 3 without my Gren after a transfer case seal leak was identified. Curry has been great and not their fault they are over 60miles away and Ineos is slow to ship replacement parts.

 

[terdrocket]

There is a big BMW/VW dealer local to me that was once listed as one of the service centers on the website map. It of course is not on there anymore. Disappointing if all of this network talk doesn't happen as once stated.

 

[anand]

What's the story on the remote service partner & what areas are covered?

The remote service partner was initially supposed to be a 3rd party mobile technician servicing certain "key" areas that were expected to have high demand... If I recall correctly this included SoCal, Las Vegas, NorCal, and Florida. I believe the intention was that they would supplement the local dealers to handle minor service needs (routine oil/fluid services, brakes, and similar things that could be handled by a tech that didn't have specific INEOS training), but for anything beyond that, it would still go to a dealer for warranty or more in-depth service work. With that being said, I haven't heard that service mentioned by anyone since probably last May/June.

I also think their expectation is that the service network will fill as more dealers are added later this year for MY25.

At least in the US, I understand that there can only be so many launch dealers (or dealers in general) for a low volume niche product, but at least being specific in regards to a recovery/tow partnership or a plan on how to get vehicles to a dealer would go a very long way in calming concerns. On the plus side, at least the vast majority of issues that have been seen globally are not trip-ending/vehicle immobilizing, and are more irritations than anything else.

 

[terdrocket]

The remote service partner was initially supposed to be a 3rd party mobile technician servicing certain "key" areas that were expected to have high demand... If I recall correctly this included SoCal, Las Vegas, NorCal, and Florida. I believe the intention was that they would supplement the local dealers to handle minor service needs (routine oil/fluid services, brakes, and similar things that could be handled by a tech that didn't have specific INEOS training), but for anything beyond that, it would still go to a dealer for warranty or more in-depth service work. With that being said, I haven't heard that service mentioned by anyone since probably last May/June.

I also think their expectation is that the service network will fill as more dealers are added later this year for MY25.

At least in the US, I understand that there can only be so many launch dealers (or dealers in general) for a low volume niche product, but at least being specific in regards to a recovery/tow partnership or a plan on how to get vehicles to a dealer would go a very long way in calming concerns. On the plus side, at least the vast majority of issues that have been seen globally are not trip-ending/vehicle immobilizing, and are more irritations than anything else.

That is exactly what I want. I want to drive to the BMW dealer and have them perform the oil change. I don't want to go to one of those garbage 30 min or less places.
I want the guy at the BMW service counter to expect that every once in a while an Ineos with a BMW engine will come in for an oil change. I think that if I drove there today, it would be a 20 minute discussion on whether they can work on the vehicle or not. I would hear something like "the make and model is not in our system". I am willing to pay for good service. I just wish it could be local and easy.

 

[anand]

I am willing to pay for good service. I just wish it could be local and easy.

I think this is a good and notable distinction, the difference between "service" and "warranty repairs" being who is paying for it.

The issue with this being that while the BMW dealer could undoubtedly do the oil change, they don't have the proper scan tools to delve deeper than basic topical service work, and a big part of the service department is finding upsells at the time of service (whether this is wiper blades, or an alignment, or an additional $1500 in maintenance work that is "recommended" by the dealer's own service schedule). As a nationwide standard, it would have to be BMW backed to get all dealers on board, but the dealers are unlikely (as a whole) to get on board with it if all they'll be able to do are certain tasks, while not being able to upsell. Unless things have drastically changed in the past few years, service writers usually have a commission on total cost (or at least have targets to meet)

 

[[ Adam ]]

I'm fortunate that I am very good friends with an ASE Master Mechanic who works in a German car specialty shop with two locations in Northern Virginia . This solves my immediate need for documenting various fluid changes per the service intervals for severe duty use.

But that doesn't solve the larger problems of Warranty work and, more importantly - what the heck am I going to if I break down in BFE? When I drove across the country, I was very intentional about staying ~ 250 miles of a dealership as much as possible. The one exception was from Denver to Chicago, 1000 miles of Ineos Wilderness.

I want to start planning adventures to the north this summer, and to the south in the winter - but once I cross the border into Canada, I can't even get as far as Quebec City without being over 500 miles from a dealer. Never mind Nova Scotia.

Baja? Let's get towed 1100 miles back to LA. My warranty only has 4.7 years & 44k miles left on it. I don't intend to spend that time and mileage driving around major metropolitan areas exclusively.

If Ineos is unable to provide service in the places it has committed - then provide us an avenue by which our local shop can make warranty claims, and provide scan tools to the marketplace. Work with third parties like Snap on, autel, etc. to get compatible software on the tools so that paying consumers aren't left out in the cold.

We've already had multiple people broken down at home - it's just a matter of time before life and limb are at risk if people are dependent on the vehicle for remote transportation.

 

[Logsplitter]

Don’t worry about it just go. I’ve had some issue with my Grenadier but nothing to stop me moving. Over the last few days I’ve been well over 2k km from the nearest dealer and over the past few months have been travelling in countries that do not sell Grenadiers. All adds to the excitement of travelling.

 

[carlg007]

I believe this is the main reason Curry Ineos has so many customer cancellations. They lose the metropolitan NY customer if they need to drive over an hour for service. Practicality tends to set in for the majority. I’m going on week 3 without my Gren after a transfer case seal leak was identified. Curry has been great and not their fault they are over 60miles away and Ineos is slow to ship replacement parts.

My assigned dealer is over 250 miles away! Not very comforting!!!

 

[Chadd7]

My assigned dealer is over 250 miles away! Not very comforting!!!

I would have cancelled if that were the case for me.

 

[carlg007]

I would have cancelled if that were the case for me.

I have not taken delivery which is currently schedule for March 2024 according to dealers last update. I am most concerned with the lack of the independant authorized workshops that were originally promised! The reality of the situation is starting to sink in and I think I may just have to pass and see how things work out. It is all very sad but I do not want to drive a 500 mile round trip for something simple, and what scares me even more if something goes wrong I will have to deliver the car to the dealer more than 3 hours away and then make arrangements for a return trip home without the car then back again after the problem is resolved!!! I think most people who know me would call that "STUPID", what do you think? I can certainly afford the Grenadier that is not the issue I just do know if I want to deal with the reality of owning it!

 

[Chadd7]

I have not taken delivery which is currently schedule for March 2024 according to dealers last update. I am most concerned with the lack of the independant authorized workshops that were originally promised! The reality of the situation is starting to sink in and I think I may just have to pass and see how things work out. It is all very sad but I do not want to drive a 500 mile round trip for something simple, and what scares me even more if something goes wrong I will have to deliver the car to the dealer more than 3 hours away and then make arrangements for a return trip home without the car then back again after the problem is resolved!!! I think most people who know me would call that "STUPID", what do you think? I can certainly afford the Grenadier that is not the issue I just do know if I want to deal with the reality of owning it!

I agree with you but I’m a bit biased because I have some warranty work being done. You have to do what you’re comfortable with.

 

[TelRidan]

I'm fortunate that I am very good friends with an ASE Master Mechanic who works in a German car specialty shop with two locations in Northern Virginia . This solves my immediate need for documenting various fluid changes per the service intervals for severe duty use.

But that doesn't solve the larger problems of Warranty work and, more importantly - what the heck am I going to if I break down in BFE? When I drove across the country, I was very intentional about staying ~ 250 miles of a dealership as much as possible. The one exception was from Denver to Chicago, 1000 miles of Ineos Wilderness.

I want to start planning adventures to the north this summer, and to the south in the winter - but once I cross the border into Canada, I can't even get as far as Quebec City without being over 500 miles from a dealer. Never mind Nova Scotia.

Baja? Let's get towed 1100 miles back to LA. My warranty only has 4.7 years & 44k miles left on it. I don't intend to spend that time and mileage driving around major metropolitan areas exclusively.

If Ineos is unable to provide service in the places it has committed - then provide us an avenue by which our local shop can make warranty claims, and provide scan tools to the marketplace. Work with third parties like Snap on, autel, etc. to get compatible software on the tools so that paying consumers aren't left out in the cold.

We've already had multiple people broken down at home - it's just a matter of time before life and limb are at risk if people are dependent on the vehicle for remote transportation.

@[ Adam ], can you share the name of your intended service location(s)? I too am in the DMV and would like a good place to go for general service.

 

[[ Adam ]]

I have not taken delivery which is currently schedule for March 2024 according to dealers last update. I am most concerned with the lack of the independant authorized workshops that were originally promised! The reality of the situation is starting to sink in and I think I may just have to pass and see how things work out. It is all very sad but I do not want to drive a 500 mile round trip for something simple, and what scares me even more if something goes wrong I will have to deliver the car to the dealer more than 3 hours away and then make arrangements for a return trip home without the car then back again after the problem is resolved!!! I think most people who know me would call that "STUPID", what do you think? I can certainly afford the Grenadier that is not the issue I just do know if I want to deal with the reality of owning it!

If you want the Grenadier - buy the Grenadier.

My experience with dealerships thus far has been overwhelmingly positive. RDS offered to send a flat bed to bring my vehicle from Fairfax, VA to Philly, or send someone to my house with a loaner. The dealerships are picking up the slack for Ineos NA. I think you can feel secure that an investment in the relationship with your dealer is worthwhile. I also signed up for AAA platinum, and have some roadside assistance through my insurance. These should not be required, but the cost is nominal and keeps me secure that if something happens, I can at least get it within spitting distance of a dealer.

 

[[ Adam ]]

@[ Adam ], can you share the name of your intended service location(s)? I too am in the DMV and would like a good place to go for general service.

https://www.facebook.com/GASfairfax/ German Auto Specialists in Fairfax. They just closed on a larger shop in Woodbridge, VA and will operate both.

Ask for Jeremiah, and let him know Adam sent you.

 

[BillLumberg]

This was one of the reasons I felt comfortable in purchasing my IG. My closest dealer is 250 miles away. During the warranty period and I have an issue, who is going to pay for the 250 mile tow?

 

[Chadd7]

This was one of the reasons I felt comfortable in purchasing my IG. My closest dealer is 250 miles away. During the warranty period and I have an issue, who is going to pay for the 250 mile tow?

??