I had the same issue with mine. I got it replaced under warranty. The new ones are way better but again it doesn't get overly hot. I can use it up to 40-50F I guess. Below that I will be carrying my heated gloves. Also, being from India, I might have lower cold tolerance than most. So, I would suggest that he get's it replaced under warranty and if it is still not hot enough then he can contact the Triumph Customer Service. They were willing to take mine back and give me a full refund.
Originally Posted by RED CAT
Buddy of mine just picked up his new Triumph 800XC and had the factory Triumph heated grips installed. We were out for a cool blast on the weekend at 25F. His grips didn't seem very warm even on the high setting. We checked my cheap $85. Oxfords and they we almost burning my hands on the highest setting. His grips were just barely warm. Not sure if this is the same on all factory heated grips but if so, save some bucks and install the Oxfords. May want to check with other Triumph owners on this topic.