UK Servicing or lack of!!!!

[KellysHeros]

Hi all,

Prompted by a service notification on startup today, I began looking into booking the car in for its annual service. Unfortunately, as many of you may also be aware, the dealer network that was in place when I purchased the car back in July 2023 has since either shrunk significantly or disappeared altogether.

I came close to a similar situation last year when I contacted my supplying (and local) dealer. At the time, they were in the process of winding down their relationship with Ineos, but fortunately, they honoured my service request.

With that in mind, I reached out to Ineos Customer Services today for guidance. While they responded quickly, the solution offered was far from ideal, the nearest authorised service centre is a round trip of nearly 300 miles and over six hours of travel time.

Given that I anticipated this issue might arise, I previously contacted Customer Services to recommend a potential service partner in the South East (Surrey) who I felt could offer strong support to owners like myself. I was assured that Ineos was working on revamping its dealer approach and that I’d be contacted in due course. Sadly, that follow-up never came, and the recommended provider also confirmed they hadn’t been approached.

I’ve followed up again with Customer Services today to express my dissatisfaction at being expected to travel such a distance at my own cost and am currently awaiting their response.

Now, don’t get me wrong, I’m aware the vehicle has its quirks (yes, my door catches are still sticky), but I remain invested in the Ineos journey. That said, I’d be lying if I said I wasn’t starting to question my ownership choice… and trying not to open a new tab to browse the latest Land Cruiser or Defender.

Has anyone else experienced similar frustrations with the collapse of the initial dealer network? Would be interested to hear how others are managing.

Many thanks

James

 

[drof14850]

Hi James, Originally purchased from Heritage Gloucester, knowing it could be serviced / warranty issues addressed by Heritage Dorchester 30- 40 min away and an area I am constantly visiting, ( Both sites now gone)

Going now to Compass Automotive Bridgwater 2 hours away, although very happy with the serviced received, have to loose another day to go and get the door locks changed.
My door locks don't stick or give me issues but my ignition key does not open the doors totally reliant on the remote, which is concerning.

You are not the only one questioning his decision.

I hope I'm wrong but I can see Ineos moving away from the uk market all together.
Can you really expect anyone today to go out and pay 80K for a new unit with such a poor dealer / service network? and without sales the service is only going to get worse.
Trying so hard to be positive but its difficult.

 

[Tom D]

Still ok here.

Once the manual comes simple repairs and servicing will be able to be done at your local garage. In fact there’s no reason that it couldn’t be now. I know that the service schedule has been posted on here before. The parts can be ordered in advance and you can take it to your favourite garage.

The only downside is that you won’t have a main dealer service stamp in the book. Main dealers usually charge like a raging bull anyway.. Oil filter can be bought at any decent auto parts store, as can all the fluids. Fuel filter is also a BMW part. Air filter is the only one I’m not sure about.


EDIT: The air filter is easily available too.

 

[drof14850]

Or warranty wont be covered, not that it means much over a year now waiting for door key issue to be resolved.

 

[Tom D]

Warranty issues are still going to be a problem.


Lynne Calder did say to me that there would be new dealer announcements soon.

 

[KellysHeros]

Hi James, Originally purchased from Heritage Gloucester, knowing it could be serviced / warranty issues addressed by Heritage Dorchester 30- 40 min away and an area I am constantly visiting, ( Both sites now gone)

Going now to Compass Automotive Bridgwater 2 hours away, although very happy with the serviced received, have to loose another day to go and get the door locks changed.
My door locks don't stick or give me issues but my ignition key does not open the doors totally reliant on the remote, which is concerning.

You are not the only one questioning his decision.

I hope I'm wrong but I can see Ineos moving away from the uk market all together.
Can you really expect anyone today to go out and pay 80K for a new unit with such a poor dealer / service network? and without sales the service is only going to get worse.
Trying so hard to be positive but its difficult.

Many thanks for responding and sharing your experience. I so want it to work out as i truly enjoy the Grenadier however, as you say, with no dealer presence and after sales back up at this price point its a bitter pill to swallow

 

[KellysHeros]

Still ok here.

Once the manual comes simple repairs and servicing will be able to be done at your local garage. In fact there’s no reason that it couldn’t be now. I know that the service schedule has been posted on here before. The parts can be ordered in advance and you can take it to your favourite garage.

The only downside is that you won’t have a main dealer service stamp in the book. Main dealers usually charge like a raging bull anyway.. Oil filter can be bought at any decent auto parts store, as can all the fluids. Fuel filter is also a BMW part. Air filter is the only one I’m not sure about.


EDIT: The air filter is easily available too.

I appreciate the feedback, however I’m concerned that by taking this approach, I may miss out on important recall work or software updates. Given that Ineos is still evolving and learning as they go, it's understandable that issues are being addressed in real time, but this also highlights the importance of being connected to the official service network. Using a local garage may risk missing out on these critical updates.

What I struggle to understand is why Ineos can’t simply engage with new potential partners to re-establish some level of service resilience. The service kits and diagnostic equipment must already exist from the initial rollout to dealers, it seems like a missed opportunity not to make use of it and rebuild local support.

 

[KellysHeros]

Warranty issues are still going to be a problem.


Lynne Calder did say to me that there would be new dealer announcements soon.

"Soon" is not good enough. Owners need specific dates as this has clearly gone on for far to long.

 

[Tom D]

Reading between the lines from my conversations with the CEO, they are not just going to jump into bed with the first dealership who wants to sell Grenadiers. I think they have a fairly robust vetting procedure.

 

[KellysHeros]

Reading between the lines from my conversations with the CEO, they are not just going to jump into bed with the first dealership who wants to sell Grenadiers. I think they have a fairly robust vetting procedure.

Its reassuring to hear that Tom however, my suggestion was purely one for servicing and not sales and a recommendation i feel would pass any scrutiny.
When did you last receive any update from Lynne Calder?

 

[Tom D]

Just over a week ago.

 

[mcmpddy]

The front prop shaft went pop yesterday on the M25 - at least the Ineos / AA agreement is still in place, so they recovered it to my home and the patrol this morning disconnected it, so the car at least can be moved. Previously I was equidistant between Endeavour Gerards Cross and Jardine in Kent -- both are no longer listed by Ineos so its going on the back on a lorry to Automotive in Oxford .. so will be interesting to see what actually happens once there.

Endeavour btw must have known they were losing / giving up the franchise but were playing me along on the door buttons / handles - and then emailed Friday to confirm.. but could still offer servicing and repairs ... but no warranty.

Final comment -- I recall that when launched there was going to be a tie up with Bosch service centres, which would have worked for me as there are quite a few locally ... Tom D, if you do speak with Lynne Calder would be interesting to know if its being pursued.

 

[Tom D]

I have a few common issues to discuss with her, this is one of them.

Did the drive shaft let go completely? any other damage?

 

[KellysHeros]

The front prop shaft went pop yesterday on the M25 - at least the Ineos / AA agreement is still in place, so they recovered it to my home and the patrol this morning disconnected it, so the car at least can be moved. Previously I was equidistant between Endeavour Gerards Cross and Jardine in Kent -- both are no longer listed by Ineos so its going on the back on a lorry to Automotive in Oxford .. so will be interesting to see what actually happens once there.

Endeavour btw must have known they were losing / giving up the franchise but were playing me along on the door buttons / handles - and then emailed Friday to confirm.. but could still offer servicing and repairs ... but no warranty.

Final comment -- I recall that when launched there was going to be a tie up with Bosch service centres, which would have worked for me as there are quite a few locally ... Tom D, if you do speak with Lynne Calder would be interesting to know if its being pursued.

Are the cars covered by some sort of recovery deal? I wasn't aware an have always had the car covered by the RAC since purchase (my car is a July 23).
I was also using Jardine, Kent and to be fair to them, they did allow me to drop the car to their Aston Martin body shop just outside Orpington last year, where they collected it and took the car to their then only service centre in Colchester and delivered the car back to Orpington. Its a real shame as Jack at Jardine, Kent was incredibly helpful in the early days, particularly being mindful i had an early car that needed the software update.

 

[mcmpddy]

Yes, its through AA
UK 0330 053 0885
EU 00 800 33 22 88 77

 

[Leonidas]

Still ok here.

Once the manual comes simple repairs and servicing will be able to be done at your local garage. In fact there’s no reason that it couldn’t be now. I know that the service schedule has been posted on here before. The parts can be ordered in advance and you can take it to your favourite garage.

The only downside is that you won’t have a main dealer service stamp in the book. Main dealers usually charge like a raging bull anyway.. Oil filter can be bought at any decent auto parts store, as can all the fluids. Fuel filter is also a BMW part. Air filter is the only one I’m not sure about.


EDIT: The air filter is easily available too.

Completely agree,we now desperately need the manual

 

[mcmpddy]

I have a few common issues to discuss with her, this is one of them.

Did the drive shaft let go completely? any other damage?

Fortunately not - loud bang and fortunately just coming up to a slip road so only had 100m to do. Looked like it just 'popped' out -- though the teeth were pretty worn.

 

[Logsplitter]

Fortunately not - loud bang and fortunately just coming up to a slip road so only had 100m to do. Looked like it just 'popped' out -- though the teeth were pretty worn.

When mine failed it smashed into the gearbox and damaged the thermostat , so dumping all gearbox oil onto the road.

 

[KellysHeros]

Yes, its through AA
UK 0330 053 0885
EU 00 800 33 22 88 77

many thanks

 

[drof14850]

Ineos has a tough task ahead in the uk getting dealer / service network in place, whoever takes on the task is going to want a return on their investment.
You only need to ask yourself how many do you see on the road daily, for me I know there are not enough vehicles locally ( South Coast) to warrant a dealer or service agent, which is disappointing.