As some of you might remember, I was debating on purchasing a new 2011 Tahoe being that GM was overing 0% financing. Long story short, I got a great deal on the truck, as well as my trade in.
2 weeks later I was having issues with something and decided I would schedule a service appointment at a local dealer. Keep in mind, my only experience with dealers has been at Lexus, where I've been having cars serviced for the last 10 years. I show up at the Chevy dealer today, and I am told that I will have to wait 90 minutes or 2 hours before they can put me in a loaner (rental) car. This is the exact opposite of what I was told on the phone when I made the appt. He says that they need to diagnose it before they can justify giving me a car. I would have thought the fact that the vehicle has 350 miles on it and it already needs service would be enough to justify giving me a car - but oh well.
I inform him that I have a meeting scheduled this morning, and can't hang around for 2 hours - and I was told that I could drop off the car in the morning and be on my way. Instead of apologizing for the miscommunication, he says "the loaner policy is explained in the manual". I tell him that I was under the impression that the information I was given by his service department on the phone was correct.
I figure it's just this particular dealership, so I thank him and head out. Long story short, I call 2 other dealers and get similar stories, with one dealer telling me that even if I drop my truck off at 7:45am on a weekday, the shuttle probably won't get me to work by 8:30 (I work about 8 miles from this dealer), and a rental definitely won't get me to work on time because of the hassle of going through Enterprise, which I've come to realize is GM's infinitely inferior policy when compared to Lexus' policy of having their own loaner cars.
I understand that GM is not Lexus, but it seems as though having some sort of option that allows your customers to make it to work on time when their brand new car needs service is just common sense logistics, not a "luxury" feature, no? Don't get me wrong, I love the truck so far, but I would like to hear some of your stories in terms of what you typically experience. Am I in for years of sub-par customer service?
2 weeks later I was having issues with something and decided I would schedule a service appointment at a local dealer. Keep in mind, my only experience with dealers has been at Lexus, where I've been having cars serviced for the last 10 years. I show up at the Chevy dealer today, and I am told that I will have to wait 90 minutes or 2 hours before they can put me in a loaner (rental) car. This is the exact opposite of what I was told on the phone when I made the appt. He says that they need to diagnose it before they can justify giving me a car. I would have thought the fact that the vehicle has 350 miles on it and it already needs service would be enough to justify giving me a car - but oh well.
I inform him that I have a meeting scheduled this morning, and can't hang around for 2 hours - and I was told that I could drop off the car in the morning and be on my way. Instead of apologizing for the miscommunication, he says "the loaner policy is explained in the manual". I tell him that I was under the impression that the information I was given by his service department on the phone was correct.
I figure it's just this particular dealership, so I thank him and head out. Long story short, I call 2 other dealers and get similar stories, with one dealer telling me that even if I drop my truck off at 7:45am on a weekday, the shuttle probably won't get me to work by 8:30 (I work about 8 miles from this dealer), and a rental definitely won't get me to work on time because of the hassle of going through Enterprise, which I've come to realize is GM's infinitely inferior policy when compared to Lexus' policy of having their own loaner cars.
I understand that GM is not Lexus, but it seems as though having some sort of option that allows your customers to make it to work on time when their brand new car needs service is just common sense logistics, not a "luxury" feature, no? Don't get me wrong, I love the truck so far, but I would like to hear some of your stories in terms of what you typically experience. Am I in for years of sub-par customer service?
not sure if it's "policy" for them or just good customer service.
