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Old 04-02-2013, 01:11 PM   #1
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Gm customer service

I posted regarding an issue with my top. Brandon from gm customer service asked for my info to help start a case. I PM'd him the info and I've sent two follow ups with no reply. It's now three weeks without a response. So I'm asking everyone what's your thoughts on what they really do for us?
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Old 04-02-2013, 01:40 PM   #2
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Brandon is no longer the service rep... he took another position. I am sure the two new people from GM that are taking over his contribution on here will chime in eventually.
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Old 04-02-2013, 01:51 PM   #3
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So I'm asking everyone what's your thoughts on what they really do for us?
In my experience, not much. They thank you for buying a GM product, they'll call the dealer and then call you back if you're lucky and tell you not much of anything. If they have helped anyone, then great. But it's not much more than a call center based on personal experience. They always tell you to call them with any concerns, but it quickly turns into a brick wall.

To put it simply, I haven't heard or read a whole lot about how much of a great help customer service was for people. Not saying they're not helping someone, but it was never me.
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Old 04-02-2013, 02:02 PM   #4
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In my experience, not much. They thank you for buying a GM product, they'll call the dealer and then call you back if you're lucky and tell you not much of anything. If they have helped anyone, then great. But it's not much more than a call center based on personal experience. They always tell you to call them with any concerns, but it quickly turns into a brick wall.

To put it simply, I haven't heard or read a whole lot about how much of a great help customer service was for people. Not saying they're not helping someone, but it was never me.
agreed.
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Old 04-02-2013, 02:28 PM   #5
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The first level reps are just lip service. In order to move up the chain, file with the BBB. Then you will be in contact with GM at least twice a week. Once you file with the BBB, make sure of the resolution that you want and do not waver from it. And might I suggest if you want to keep the car, put in the filing that you want an extended warranty on the top, mechanism, and everything associated with the Top.
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Old 04-02-2013, 07:05 PM   #6
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Thanks

"Lip service" That's kind of what I thought. too bad. Would have been nice for someone to let me know Brandon wasn't going to answer me. It is in GM's name that he operated and I expect and demand to be treated better. Crazy idea, I know. Thanks for the BBB tip I will either go that route or keep it for the summer and trade it in. By then the 13's will have some repair history and I'll know if its a better car.
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Old 04-03-2013, 01:09 PM   #7
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"Lip service" That's kind of what I thought. too bad. Would have been nice for someone to let me know Brandon wasn't going to answer me. It is in GM's name that he operated and I expect and demand to be treated better.
Lol, the stories that could be told (a search on here could tell them)......maybe you better lower your expectations

But anyway, good luck with your decisions
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Old 04-03-2013, 01:27 PM   #8
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Brandon did put a service ticket in on my car that showed up the last time I was in for service. I just haven't taken advantage of it yet, still waiting for the final top fix.
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Old 04-03-2013, 02:17 PM   #9
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I won't repeat my comments about "Customer Service" on here. See below.

http://www.camaro5.com/forums/showth...=271441&page=4

I think their rules of engagement have changed on this forum. You don't see the bubbly, meaningless cheerleader responses they used to provide. I think they stopped trolling the convertible section all together.

Never did get a response from Brandon...
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Old 04-06-2013, 11:27 AM   #10
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UPDATE

For anyone interested I just got a call from William who has taken over
Brandon's position at cust service. He has already placed numerous calls to the dealership to see what remedies are available for my issues.
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Old 04-06-2013, 02:29 PM   #11
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An actual post from a GM rep in regards to a member missing the Camaro emblem on a front fender.
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Old 04-06-2013, 11:04 PM   #12
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The first level reps are just lip service. In order to move up the chain, file with the BBB. Then you will be in contact with GM at least twice a week. Once you file with the BBB, make sure of the resolution that you want and do not waver from it. And might I suggest if you want to keep the car, put in the filing that you want an extended warranty on the top, mechanism, and everything associated with the Top.
You do realize the phone and internet reps are NON-GM employees answering phones or trolling the net?
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Old 04-07-2013, 08:34 AM   #13
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Talk? Where is your proof? I personally talked to Jeff Morris when I was having issues with my first car. Once i fiked with the bbb I moved up the chain.
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Old 04-07-2013, 09:04 AM   #14
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Talk? Where is your proof? I personally talked to Jeff Morris when I was having issues with my first car. Once i fiked with the bbb I moved up the chain.

I believe you . After you escalated your position.
I'm doing that now on another matter.
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Old 04-11-2013, 01:54 AM   #15
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In my experience, not much. They thank you for buying a GM product, they'll call the dealer and then call you back if you're lucky and tell you not much of anything. If they have helped anyone, then great. But it's not much more than a call center based on personal experience. They always tell you to call them with any concerns, but it quickly turns into a brick wall.

To put it simply, I haven't heard or read a whole lot about how much of a great help customer service was for people. Not saying they're not helping someone, but it was never me.
Disagree. Brandon set me up with an eval from my dealership which was worthless. I PM'd him a second time on escalating internally or if i needed to go the BBB route. I got a call in a day or so from an 'executive customer rep' she set everything up and got the top changed in pretty short order. I recommend hitting up one of the other reps first. BBB if that doesn't work. Good luck!
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Old 04-11-2013, 03:37 PM   #16
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Hello everyone,

Just want to make sure you know that it's our goal to provide outstanding customer service and address any issues you may have. We want to extend ourselves to anyone who may have concerns. Please contact us with any inquiries. We look forward to hearing from you at any time.

William R. and Reggie B.
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Old 04-11-2013, 04:06 PM   #17
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Hello everyone,

Just want to make sure you know that it's our goal to provide outstanding customer service and address any issues you may have. We want to extend ourselves to anyone who may have concerns. Please contact us with any inquiries. We look forward to hearing from you at any time.

William R. and Reggie B.
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Do you have direct emails or business phone numbers? or can we only contact you through PM's on this forum? I don't have an issue yet, but I get the feeling I might have one next week.
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Old 04-11-2013, 04:15 PM   #18
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I concur. Enough lip service from these reps. Provide us an actual email address that it @gm.com or a phone number to contact you. Otherwise it could be any troll on here. And while your at it, pass this up the chain of command. The dealerships need to stop blaming the customer for the problems on their car. What ever happened to the customer is always right?
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Old 04-11-2013, 04:17 PM   #19
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i think everyone needs to stop bashing customer service, geez.
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Old 04-11-2013, 04:19 PM   #20
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Why? If you had shitty service from them, would you praise them? I wouldn't. If I had great service, I would make note of it in a public forum. Some have had great service, others not so much.
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Old 04-11-2013, 04:23 PM   #21
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Why? If you had shitty service from them, would you praise them? I wouldn't. If I had great service, I would make note of it in a public forum. Some have had great service, others not so much.
they don't have to post up on these forums, consider it a priviledge
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Old 04-11-2013, 04:50 PM   #22
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If they are under the direction of their superiors to post here, then yes they have to. It is their job to do so. Me and you choose to be here or not. They do not have that choice. Same with the ones on Facebook. It is their job to be there.
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Old 04-11-2013, 05:03 PM   #23
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Rhyder,

We encourage you to contact us by private message if you have any issues with your vehicle as we are monitoring this forum. If anyone should find a need to contact us by email, then the appropriate address is socialmedia@gm.com. Also, as part of GM Social Media, we want to assure you that customer service is a priority in an effort to enhance the customer experience.

William R. and Reggie B.
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Old 04-11-2013, 05:13 PM   #24
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Thanks for giving us an email address finally. It has been asked for in the past only to be told we do not give that out. Kudo's to William and Reggie!!!!
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Old 04-11-2013, 08:47 PM   #25
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On the right track

I've now gotten the return phone call from William from chevy cust service with an update. He has not been able to get a return call from my selling dealer so he has handed it over to a service rep at gm who will handle my concerns directly. This is all within the week from my first contact with him. I feel good about how it's being handled so far.
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