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

[DuraYuk]

The service advisor.

That's your problem lol. He's not going to know all the technical details. He probably isn't lieing. Just doesnt know the whole picture. You pushing and prying probably made it worse.

 

[Donnation]

That's your problem lol. He's not going to know all the technical details. He probably isn't lieing. Just doesnt know the whole picture. You pushing and prying probably made it worse.

Lol ok. You have all the answers.

 

[DuraYuk]

Lol ok. You have all the answers.

You need to take a deep breath. Do you understand what a service writer is? They write you up and are your point of contact. They do not have much more technical expertise then any other customer service representative. They are not trained to have mechanical knowledge. All they do is get you in and out not diagnose or fix your car.

Your making the situation worse for yourself by bullying some dude that doesn't have the answer you want to hear.

It's no wonder he didn't know how to answer your questions because he isn't the tech.

But keep pushing and maybe you will get the treatment you seek lol.

Trying to catch bees with vinegar lol. Good luck to you.

 

[Chad G 1979]

That's your problem lol. He's not going to know all the technical details. He probably isn't lieing. Just doesnt know the whole picture. You pushing and prying probably made it worse.

Then why have them? They are to be the middle man and keep customers informed. Obviously the tech isnt putting notes in his work so hes not documenting properly either. At my work i am required to document all my work and put notes as to what things i had to do to diagnose and repair the problem. 10 days is a long time to have nobody look at it. Yes they may be busy, but 10 days and nobody is caught up? I can schedule service on a monday and get in the next day at my dealer and they are always busy. Sounds more like they didnt assign the vehicle to a tech or they forgot it was there in my opinion.

 

[DuraYuk]

Then why have them? They are to be the middle man and keep customers informed. Obviously the tech isnt putting notes in his work so hes not documenting properly either. At my work i am required to document all my work and put notes as to what things i had to do to diagnose and repair the problem. 10 days is a long time to have nobody look at it. Yes they may be busy, but 10 days and nobody is caught up? I can schedule service on a monday and get in the next day at my dealer and they are always busy. Sounds more like they didnt assign the vehicle to a tech or they forgot it was there in my opinion.

Dude the tech doesn't have to document anything until after the warranty case is closed and they write their story. The tech has nothing to do with you. You don't exist only your car does to them.

That's nice that you do that at your work. This isn't your work.

You don't know that nobody looked at it. That's just the feeling you have because clearly you don't trust the dealer or the people giving you answers because they are not the answers you need and want.

They have a dispatch system in place. When a car comes in it gets put in and is automatically assigned. It is first come first serve.

I think I see your problem now. Good luck. No sense in reasoning with the unreasonable.

 

[BrokerThis]

So @DuraYuk you are basically saying this guy should keep his mouth shut and just let the dealer not provide any type of customer service level to try and satisfy his requests. Since GM has in place no need to document any type of work that might be done on a vehicle until it's actually completed, he shouldn't ask questions and inquiry about it cause nobody besides a tech actually knows what's going on with it? If that's the case, then it's just another example of GM's horrible processes that need to be addressed and changed.

If this situation is going on 2 weeks, The least a dealer can do is make arrangements for a loaner. That should be addressed by the dealer going into business day 4 if they know its going to take much longer cause of different various issues they might be experiencing at the shop.

 

[Doubeleive]

So @DuraYuk you are basically saying this guy should keep his mouth shut and just let the dealer not provide any type of customer service level to try and satisfy his requests. Since GM has in place no need to document any type of work that might be done on a vehicle until it's actually completed, he shouldn't ask questions and inquiry about it cause nobody besides a tech actually knows what's going on with it? If that's the case, then it's just another example of GM's horrible processes that need to be addressed and changed.

If this situation is going on 2 weeks, The least a dealer can do is make arrangements for a loaner. That should be addressed by the dealer going into business day 4 if they know its going to take much longer cause of different various issues they might be experiencing at the shop.

he doesn't get it
like anywhere there is a pecking order
service advisor
service manager
general manager
owner
and if that doesn't get you anything then start reaching out to a regional manager
I don't know about this "gm rep" crap sounds like someone that just want's hold your ball sack for you to keep you comfy, like these gm social media people that just want to save face online.

 

[DuraYuk]

So @DuraYuk you are basically saying this guy should keep his mouth shut and just let the dealer not provide any type of customer service level to try and satisfy his requests. Since GM has in place no need to document any type of work that might be done on a vehicle until it's actually completed, he shouldn't ask questions and inquiry about it cause nobody besides a tech actually knows what's going on with it? If that's the case, then it's just another example of GM's horrible processes that need to be addressed and changed.

If this situation is going on 2 weeks, The least a dealer can do is make arrangements for a loaner. That should be addressed by the dealer going into business day 4 if they know its going to take much longer cause of different various issues they might be experiencing at the shop.

No. He is accusing people of lieing to him. The details he has recieved are not good enough. So now he wants line by line updates for things he won't understand anyways.

This has run its course. He falls into the category of customer that shows up mad and can't be made whole regardless of what happens.

10 days isn't anything. The fact he has updates at all is in his favor. You guys are jumping to conclusions when the dealer more than anyone wants his car fixed and out.

You don't need to smell like poop to get taken care of. In this case tho nothing will be good for him. Even if fixed today he won't be happy.

 

[Donnation]

You need to take a deep breath. Do you understand what a service writer is? They write you up and are your point of contact. They do not have much more technical expertise then any other customer service representative. They are not trained to have mechanical knowledge. All they do is get you in and out not diagnose or fix your car.

Your making the situation worse for yourself by bullying some dude that doesn't have the answer you want to hear.

It's no wonder he didn't know how to answer your questions because he isn't the tech.

But keep pushing and maybe you will get the treatment you seek lol.

Trying to catch bees with vinegar lol. Good luck to you.

Lol you think I’m bullying him? I couldn’t be nicer when speaking to him. He’s had two weeks to ask the tech what the situation is and he hasn’t. So please, just stop.

Look, I get it. You are some type of GM employee sticking up for your company. And that’s fine, but you are totally lost here. From your “go try to buy a phone and see how long it takes,” to “Waiting in line at McDonald's takes forever too.” All of your takes are bizarre and wrong. All your posts wreak of an employee sticking up for their company and it’s honestly pathetic.

 

[DuraYuk]

he doesn't get it
like anywhere there is a pecking order
service advisor
service manager
general manager
owner
and if that doesn't get you anything then start reaching out to a regional manager
I don't know about this "gm rep" crap sounds like someone that just want's hold your ball sack for you to keep you comfy, like these gm social media people that just want to save face online.

I do get it.

Some have no humility or humanity. It's sad to see. Good luck. Hope this scorched earth policy works for you. It's gotta be a fun life lol.