Having major trouble with a dealer. Anyone have any advice on how to proceed?

[Mean_Green]

^^^ I think that's one of my issues. Everybody around here is telling me two to three weeks even to be able to schedule anything. Saying 'we're very busy and backlogged and haven't had a chance to look at it yet' is one thing. Making excuses and apparently fabricating replies is quite another.

 

[DuraYuk]

unless some lame brain sat there and tried to load software on it with a brand new battery until it died then something isn't kosher here.
and it is sitting where it was dropped off 2-weeks ago ?
doesn't take a rocket scientist........to figure out
if they are busy and have not got to it then so be it but that is no reason to "create" excuses

Who knows we are not there. Maybe they haven't had a chance to look at it yet and an inexperienced service writer was giving details based on what he figured his customer would like to hear, or was given details he fully didn't understand.

These days 10 days isn't unheard of. A month is probably average in most places between parts and over booked under staffed situations.

 

[Donnation]

Why do you think they are lying to you ? What makes you think they are not working on it? Perhaps the car did have power when they attempted the software fix and it didn't take and have switched gears. Car dead or dieing in the meantime.

Maybe they even disconnected the battery who knows.

I just think your making fire where there isn't one. But sall good do you.

Because when I went up to to the dealership to get something out of the Tahoe I asked if it had power so I could open the lift gate. He said “yeah the battery tested good.”

I said yeah, but the vehicle wouldn’t power off when i brought it up here so isn’t it dead by now?”

And he said “it wouldn’t power off?”

And I said “Yes, I told you that when I brought it back up here.”

And he looked at me and said “it had power the first day so I’m sure it still does with that new battery. It just won’t start.”

When I went out to the Tahoe it was in the same spot it was dropped off in and completely dead. Zero power, nothing.

So I went back inside and asked him how he was downloading software to a completely dead vehicle and he said “hmmm, it has no power. I didn’t know that.” And I told him that he’d been telling me every day that they were trying software fixes on it. And I also said “shouldn’t it be in a bay if you are working on it?”

He said “uh yeah, it should be. I’ll see about getting it in.” When inasked how he was doing software updates when it wasn’t in a bay he gave me the “I’ll have to check with the foreman on that.”

When I texted him twice asking how they were downloading software updates to a dead vehicle he has refused to respond and just skirts around the question.

He clearly isn’t telling the me truth and the people I met with today at the dealership knew it because they couldn’t provide one single document showing any type of fix they were trying on it and apologized for the service I had received thus far.

 

[NickTransmissions]

Because when I went up to to the dealership to get something out of the Tahoe I asked if it had power somi could open the lift gate. He said “yeah the battery tested good.”

I said yeah, but the vehicle wouldn’t power off when i brought it up here so isn’t it dead by now?”

And he said “it wouldn’t power off?”

And I said “Yes, I told you that when I brought it back up here.”

And he looked at me and said “it had power the first day so I’m sure it still does with that new battery. It just won’t start.”

When I went out to the Tahoe it was in the same spot it was dropped off in and completely dead. Zero power, nothing.

So I went back inside and asked him how he was downloading software to a completely dead vehicle and he said “hmmm, it has no power. I didn’t know that.” And I told him that he’d been telling me every day that they were trying software fixes on it. And I also said “shouldn’t it be in a bay if you are working on it?”

He said “uh yeah, it should be. I’ll see about getting it in.” When inasked how he was doing software updates when it wasn’t in a bay he gave me the “I’ll have to check with the foreman on that.”

When I texted him twice asking how they were downloading software updates to a dead vehicle he has refused to respond and just skirts around the question.

He clearly isn’t telling the me truth and the people I met with today at the dealership knew it because they couldn’t provide one single document showing any type of fix they were trying on it and apologized for the service I had received thus far.

Assuming you haven’t paid any money out to this dealership, I’d have it towed back to your house so at least you have it back in your possession. Meanwhile, you can search / find another dealer or independent GM specialist in your area who is actually willing/able to work on it.

What software update was attempted that appears to have caused the problem? Was that update automatically downloaded and installed by the vehicle via wifi (or similar) or did you or a shop install the update?

Wonder if simply swapping the ECM and reflashing it would fix it.

I have zero experience with anything as new as your vehicle so if these questions are dumb, my apologies in advance.

 

[Doubeleive]

Who knows we are not there. Maybe they haven't had a chance to look at it yet and an inexperienced service writer was giving details based on what he figured his customer would like to hear, or was given details he fully didn't understand.

These days 10 days isn't unheard of. A month is probably average in most places between parts and over booked under staffed situations.

If a service writer doesn't know how to do a job they have no business working in the automotive industry hence why you bypass them and go straight to the manager and get a straight answer (presumably) my dealer has the bat, the ball, and the catchers mitt shit like this wouldn't fly

 

[Donnation]

Assuming you haven’t paid any money out to this dealership, I’d have it towed back to your house so at least you have it back in your possession. Meanwhile, you can search / find another dealer or independent GM specialist in your area who is actually willing/able to work on it.

What software update was attempted that appears to have caused the problem? Was that update automatically downloaded and installed by the vehicle via wifi (or similar) or did you or a shop install the update?

Wonder if simply swapping the ECM and reflashing it would fix it.

I have zero experience with anything as new as your vehicle so if these questions are dumb, my apologies in advance.

I would, but I’m not letting these guys off the hook. They are the ones that changed the battery and initiated some software download, so they are going to fix it.

 

[NickTransmissions]

I would, but I’m not letting these guys off the hook. They are the ones that changed the battery and initiated some software download, so they are going to fix it.

So the vehicle didnt have some problem prior to it going to the dealer?

In your first post, you mention, “9 days ago my 2021 Z71 had some type of "software glitch" that would not allow the vehicle to start. Some type of failed update occurred that caused the vehicle dash to light up when trying to start, display a bunch of warnings, and not be able to be powered off. I had it towed to the dealer and these are the responses I've gotten”

What was the software glitch/failed update and did you initiate it or did the vehicle do so on its own? And this happened before it went to the dealership or after it was already in their possession?

Or was it functioning fine other than a dead battery and you simply wanted the dealer to replace the battery but instead they messed with ecm and fubar’ed it?

 

[Donnation]

So the vehicle didnt have some problem prior to it going to the dealer?

In your first post, you mention, “9 days ago my 2021 Z71 had some type of "software glitch" that would not allow the vehicle to start. Some type of failed update occurred that caused the vehicle dash to light up when trying to start, display a bunch of warnings, and not be able to be powered off. I had it towed to the dealer and these are the responses I've gotten”

What was the software glitch/failed update and did you initiate it or did the vehicle do so on its own? And this happened before it went to the dealership or after it was already in their possession?

Or was it functioning fine other than a dead battery and you simply wanted the dealer to replace the battery but instead they messed with ecm and fubar’ed it?

They told me they initiated the update and that they thought it had completed before I left with the vehicle. I had no idea any type of update was even going on. I don't know what the heck happened but they did say they were the ones who initiated the software update after they put the new battery in the vehicle.

The vehicle had been functioning perfectly before the dead battery. I can only assume they messed with something to cause this to happen.

 

[DuraYuk]

Because when I went up to to the dealership to get something out of the Tahoe I asked if it had power so I could open the lift gate. He said “yeah the battery tested good.”

I said yeah, but the vehicle wouldn’t power off when i brought it up here so isn’t it dead by now?”

And he said “it wouldn’t power off?”

And I said “Yes, I told you that when I brought it back up here.”

And he looked at me and said “it had power the first day so I’m sure it still does with that new battery. It just won’t start.”

When I went out to the Tahoe it was in the same spot it was dropped off in and completely dead. Zero power, nothing.

So I went back inside and asked him how he was downloading software to a completely dead vehicle and he said “hmmm, it has no power. I didn’t know that.” And I told him that he’d been telling me every day that they were trying software fixes on it. And I also said “shouldn’t it be in a bay if you are working on it?”

He said “uh yeah, it should be. I’ll see about getting it in.” When inasked how he was doing software updates when it wasn’t in a bay he gave me the “I’ll have to check with the foreman on that.”

When I texted him twice asking how they were downloading software updates to a dead vehicle he has refused to respond and just skirts around the question.

He clearly isn’t telling the me truth and the people I met with today at the dealership knew it because they couldn’t provide one single document showing any type of fix they were trying on it and apologized for the service I had received thus far.

Are you talking to a tech or a service advisor?

If it's your advisor he won't know exactly what's actually happening for obvious reasons.

 

[Donnation]

Are you talking to a tech or a service advisor?

If it's your advisor he won't know exactly what's actually happening for obvious reasons.

The service advisor.