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-   -   For Those with Camaro Problems...Escalation Procedure (http://www.camaro5.com/forums/showthread.php?t=71421)

camaropete 03-16-2010 05:22 PM

For Those with Camaro Problems...Escalation Procedure
 
There have been a few threads on here started by people who have had problems with their cars that were not handled or resolved to their satisfaction by their dealer. In some cases, these have been escalated (thanks in part to this forum and its members) to GM and are in the process of being addressed. In some cases, people have been bashing GM, their dealers, the Camaro, etc.

I realized that many people don't know the options that are available to them when it comes to getting issues like this addressed. So I felt I would outline what should be done in these cases. Please note, these are for issues that have not been handled appropriately or to your satisfaction by your dealer. Don't contact GM if you haven't gone to your dealer first and at least given them a chance to address the problem.

The first step should always be to take the car back to your dealer. Give the dealer a chance to address the issue. [This is where having a reliable dealer and having a good relationship with them comes in handy, but I digress.] Personally, I would recommend documenting this process for yourself just in case it does need to be escalated later.

If your issue hasn't been resolved to your satisfaction and you feel that the dealer is not being helpful, you should contact GM's Customer Assistance Group at 1-800-508-3060. This number has been established exactly for cases like this. They are there to assist you in getting a resolution to your problem.

If you feel further escalation is necessary, PM me.

Don't bash GM if you haven't taken the proper steps to make sure that your issue has been resolved. I hope this helps anyone who may be experiencing issues.

NOTE: If you have contacted or state you are going to contact a lawyer my ability to assist you will be limited. I know some people get frustrated with dealing with these issues and I don't blame them. In fact, I completely understand. I just want to be upfront and honest with what I can and can't help with.

jeffny09 03-16-2010 05:34 PM

peteeeeee!!!!!!!!!!!!!!!!!!!!!

camaropete 03-16-2010 05:42 PM

Quote:

Originally Posted by jeffny09 (Post 1597753)
peteeeeee!!!!!!!!!!!!!!!!!!!!!

:confused0068: Wuz up Jefffff!

jeffny09 03-16-2010 05:48 PM

Quote:

Originally Posted by camaropete (Post 1597777)
:confused0068: Wuz up Jefffff!

oooo nothing new man, been meaning to email you but been a bit busy latly bro! how bout you?>

Number 3 03-17-2010 07:53 AM

Thanks to Camropete for posting this. I have given some of you this number in the past in hopes that you would do exactly as he has suggested.

You can use this number to report a problem with your dealer or a problem with your vehicle that has not been resolved to your satisfaction.

To report an issue regarding a dealership:
First contact the Customer Assistance Group by calling 1-800-508-3060
If the issue is still not resolved and the customer is in need of additional assistance:
Complete the Escalated Customer Assistance Form (note: You MUST have an existing Service Request (SR) number from the Customer Assistance Group in order to request Escalated Customer Assistance.)


For questions regarding GM warranty coverage (new car warranty and GMPP warranty)
Contact with the Customer Assistance Group at 1-800-508-3060

To follow up on an existing customer case with Customer Assistance Center:
Complete the Escalated Customer Assistance Form (note: You MUST have an existing Service Request (SR) number from the Customer Assistance Group in order to request Escalated Customer Assistance.)

The escalation process is a form that I or any GM employee submits internally but you will have to have the SR number which you can only get from Customer Assistance.

So the process asks that you give your dealer a chance to take care of you. If not then you can call the 1-800 number and if that doesn't work, have a GM employee go to the "How to help a customer" website and submit an Escalation Form on your behalf. And you can PM me if you have problems with this or if you need help with escallation.

I can assure you that there is a significant focus on making sure GM customere are the most satisfied. As Mr. Reuss has stated, we will do it one customer at a time.

GTAHVIT 03-17-2010 01:20 PM

Great information.

Thanks guys!

Dr Jkel 03-17-2010 01:32 PM

Does this work on the Camaro or any General Motors Vehicle? Also does the vehicle have to be in warranty? I am having a problem, not with my Camaro but my Truck, it's a long story, but no resolution.

Number 3 03-17-2010 05:13 PM

Quote:

Originally Posted by Dr Jekel (Post 1601389)
Does this work on the Camaro or any General Motors Vehicle? Also does the vehicle have to be in warranty? I am having a problem, not with my Camaro but my Truck, it's a long story, but no resolution.

Any GM Vehicle. Try that 1-800 number. This is not a Camaro only program for helping customers.

ron10 03-17-2010 05:17 PM

great info.thanks.

Partick 03-17-2010 05:24 PM

Great info, hats off to camaropete and Number3!

Dr Jkel 03-19-2010 09:30 AM

Quote:

Originally Posted by Number 3 (Post 1602489)
Any GM Vehicle. Try that 1-800 number. This is not a Camaro only program for helping customers.

Thanks Number 3, I will give it a try. I am just really frustrated about my truck.

skuttduck 04-08-2010 08:43 PM

Suggest Sticky for this thread.

LSP2010 04-08-2010 08:51 PM

k

camaropete 04-09-2010 07:09 AM

Also, anyone who uses the process please post your results so others can see how things were handled.

Synergy SATX 04-09-2010 01:48 PM

1 week later still waiting on parts. Camaro Fest countdown ... :bellyroll::bellyroll::bellyroll:

SSPooler2010 04-15-2010 07:10 PM

In June 09 we ordered our 2010 1SS. Two days later after reading up on this forum I went back and upgraded to the 2SS. I really wanted the USB option for my Ipod ( yeah this is the female pooler not the male) but I also figured that for $2300 I should upgrade because I didnt want to kick myself for not spending the little extra to get the 2SS. Anyway, after some problems with the dealership and a call to the Customer Relations Number the car arrived and we picked it up on 9-18-2009. I had the car in the shop the following week with a problem with the USB feature. I would be driving and then all of a sudden it would stop playing the IPod and give me a "No Data" message and kick me over to the radio. Not long after the first trip to the shop we were dropping it off again for the same problem. And again. Skipping forward as the car was "stored" at the end of November because of the nasty winters here. April 1st we took the car out of storage and got to drive it again....still same problem. I took it back in to the dealership AGAIN (FOUR TIMES FOR THE SAME PROBLEM). Atleast this time they were telling me that there was a service bulletin and I am being told that there just needed to be basically an operating system update. So I dropped the car off and was given a base model ford focus that drove like crap. I was not pleased. Anyway getting off topic supposedly this fixed the problem... yet it still happens everytime I am in the car. I called customer care yesterday and was told that they would call me back yesterday. I finally get a return call after 2pm today. I called them back only to be told that it was immediately escalated and that I would get a call tomorrow afternoon. I asked to speak with a Supervisor or Manager twice I called for this only to placed on hold for over 20 minutes each time. Then they would come back and tell me that a Supervisor or a Manager was not available.

I am SOOOOO aggrevated. I LOVE this car but I am really tired of having to put it in the shop and having to drive a little crap box around instead of my gorgeous car. I am blessed that I didnt have to finance the car and I paid cash....So I have to tell you I am sorely tempted to sell the damn thing and go with something else. I was patient about all of this until the last time it was in the shop. It should not take 5 trip into the shop to fix a problem like this. But no one at GM seems to care that I am upset or even understand WHY I would be upset about this.

So far I am NOT impressed with the customer care department. I am truly hoping that they surprise me.

camaropete 04-16-2010 08:16 AM

Quote:

Originally Posted by SSPooler2010 (Post 1726055)
In June 09 we ordered our 2010 1SS. ...

So far I am NOT impressed with the customer care department. I am truly hoping that they surprise me.

PM sent. Sorry about your problem, but we will see what we can do to assist.

grunt 04-16-2010 10:07 AM

Quote:

Originally Posted by SSPooler2010 (Post 1726055)
In June 09 we ordered our 2010 1SS. Two days later after reading up on this forum I went back and upgraded to the 2SS. I really wanted the USB option for my Ipod ( yeah this is the female pooler not the male) but I also figured that for $2300 I should upgrade because I didnt want to kick myself for not spending the little extra to get the 2SS. Anyway, after some problems with the dealership and a call to the Customer Relations Number the car arrived and we picked it up on 9-18-2009. I had the car in the shop the following week with a problem with the USB feature. I would be driving and then all of a sudden it would stop playing the IPod and give me a "No Data" message and kick me over to the radio. Not long after the first trip to the shop we were dropping it off again for the same problem. And again. Skipping forward as the car was "stored" at the end of November because of the nasty winters here. April 1st we took the car out of storage and got to drive it again....still same problem. I took it back in to the dealership AGAIN (FOUR TIMES FOR THE SAME PROBLEM). Atleast this time they were telling me that there was a service bulletin and I am being told that there just needed to be basically an operating system update. So I dropped the car off and was given a base model ford focus that drove like crap. I was not pleased. Anyway getting off topic supposedly this fixed the problem... yet it still happens everytime I am in the car. I called customer care yesterday and was told that they would call me back yesterday. I finally get a return call after 2pm today. I called them back only to be told that it was immediately escalated and that I would get a call tomorrow afternoon. I asked to speak with a Supervisor or Manager twice I called for this only to placed on hold for over 20 minutes each time. Then they would come back and tell me that a Supervisor or a Manager was not available.

I am SOOOOO aggrevated. I LOVE this car but I am really tired of having to put it in the shop and having to drive a little crap box around instead of my gorgeous car. I am blessed that I didnt have to finance the car and I paid cash....So I have to tell you I am sorely tempted to sell the damn thing and go with something else. I was patient about all of this until the last time it was in the shop. It should not take 5 trip into the shop to fix a problem like this. But no one at GM seems to care that I am upset or even understand WHY I would be upset about this.

So far I am NOT impressed with the customer care department. I am truly hoping that they surprise me.

I just sent you a PM, with my email address and what info I need to escalate your issue. Sorry for the problem. Hopefully we can resolve it to your satisfaction.

Michael_Js 04-16-2010 10:11 AM

Great info and yes, please don't just go off the handle and bash GM! Great cars, yes, some problems...

Thanks guys!

SSPooler2010 04-16-2010 11:25 AM

Quote:

Originally Posted by Michael_Js (Post 1728262)
Great info and yes, please don't just go off the handle and bash GM! Great cars, yes, some problems...

Thanks guys!

Dont go off the handle and bash GM????? Well lets see I have a brand new car that keeps having to go into the shop for the same thing. Contact GM and so far haven't gotten anywhere.

So excuse me if I am a little ticked off because I have taken this car back several times and not had the problem fixed. I then in good faith contact customer care just to get the run around....Gee I dont know what I would be a little pissed about that.

It is not bashing GM to talk about the issues that I having with the car AND lack of resolution with the customer care team.

CamaroPete and Grunt Thank you for the PM with the information appreciate the help!

grunt 04-16-2010 12:50 PM

Just as an FYI,,,the USB issue is not limited to the Camaro.
And by the way I don't take anything said above as bashing GM. Just a customer that had a bad experience and is dissatisfied. And I am a GM employee.
Now we have to work hard to correct the situation and gain the confidence back!

camaropete 04-19-2010 07:51 AM

Quote:

Originally Posted by SSPooler2010 (Post 1728524)
Dont go off the handle and bash GM????? Well lets see I have a brand new car that keeps having to go into the shop for the same thing. Contact GM and so far haven't gotten anywhere.

So excuse me if I am a little ticked off because I have taken this car back several times and not had the problem fixed. I then in good faith contact customer care just to get the run around....Gee I dont know what I would be a little pissed about that.

It is not bashing GM to talk about the issues that I having with the car AND lack of resolution with the customer care team.

CamaroPete and Grunt Thank you for the PM with the information appreciate the help!

You are welcome SSPooler! I hope that everything gets resolved to your satisfaction.

camaropete 04-21-2010 12:25 PM

SSPooler2010, any update from your end?

eckerj 04-26-2010 06:05 PM

I have an issue with my car, detailed in:

http://www.camaro5.com/forums/showthread.php?t=79840

The short and skinny version is that I have to wait and hope that parts on my car
fail again before the dealer will do anything about it.

This was confirmed by the GM Customer Assistance people who I talked to today.

Not a happy camper.

The Stig 04-26-2010 08:28 PM

Pete,

So I have been having a ton of problems with my camaro. See:

http://www.camaro5.com/forums/showthread.php?t=79065

I've been assigned a regional representative. Girl named Elizabeth, she's great tons of help, the whole nine yards, everything that GM says their customer service is 24/7. After a lot of turn around, and starting on 15 + days at the dealer this month, they are bringing in some GM engineer to look at my car. The problem is that they want me to drive around with him to show him the problems, which is perfectly fine. Except that the transmission jerk and the brakes are intermittent.

I guess what I'm trying to say is that I'm a little paranoid that none of my problems will show up when I'm out test driving with the engineer, and then he'll just blow me off as a complaining dick. Please let me know if there is anything I can do during/after the "test drive" to explain/show them that I'm not crazy?

Thanks


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