GM and some Dealer Customer Service is seriously lacking!

[spikess581]

Looks like we might all have to go to Scottsdale to get our tops fixed

[spikess581]

Hey Justification, I too refused to get on facebook but had to just to get and share more info. Trust me as soon as my car is fixed for good I,m gone.

[Indiana Rocket]

I'm dealing with a district specialist who fails to call me back at the times he promises. He was supposed to look into the top problems but instead when I called him back he just said they aren't going to fix the top. I am always very nice to these folks but I did let him know I'm not a Chevy lover who is going to keep quiet about this top with holes in it they will not fix. Should I be asking for something higher up than a district specialist? How high can I go up the customer service chain?

[Nutbutt]

I kept asking for a supervisor till I got an answer. It wasn't easy. You can't be emotional, just give them facts. I also found I started to get answers when the dealership, GM rep(not first level people), and I got on the phone. My basic message was, I have a problem and I want to work a plan to get it fixed. I want to work with you to get this fixed.
It seemed they are taking the problem seriously but there is this huge corporate cloud that needs to state things correctly not to open themselves up. This is just the way it is.
I do have to say your dealership has to help. You can't get this done your self.
This is far from done yet. I hope these fixes are good for the long term but only time will tell. This is where the extension of the warranty is needed.

Originally Posted by Indiana Rocket

I'm dealing with a district specialist who fails to call me back at the times he promises. He was supposed to look into the top problems but instead when I called him back he just said they aren't going to fix the top. I am always very nice to these folks but I did let him know I'm not a Chevy lover who is going to keep quiet about this top with holes in it they will not fix. Should I be asking for something higher up than a district specialist? How high can I go up the customer service chain?

[95birdible]

Ok here is my book now that I have a day off and some time to kill.
It all started on day 2 of ownership. Took the car in because the second butt that sat in the passenger seat the bottom tore. Took it to dealer and said no problem will fix. Had to wait 2 weeks for fabric to come in. Took it back to the dealer to have the outsourced shop take the seat. Turns out the guy works 3 miles from my house. Ask if he can just bring the seat over and reinstall instead of us both going back to the dealer 10 miles away. Dealership doesn't want that but finally gives in. 4 weeks later take car in for window regulator grinding. They have it for a day say cannot replicate. Take it home then take it back 2 days later as it now sounds like fingernails on a chalkboard. Order part takes another week. Have them look at rub marks and they have the nerve to say it is normal that I must be putting the top down wet. I cry BS I have had a vert for 20 years and never had an issue. Had them look up the TSB's and they backtracked very quick. Once that happened ordered a new top. That took a week to get in and 4 days to install. Picked it up and within 2 weeks have rub marks again and it now bows out behind the rear windows. Bring it back in on October 13th to get noted and get the other rear window regulator replaced along with rear window trim. Car sat outside from 10/13 to 10/27 with parts still not in. Took car home as I needed to put it in storage. Once I got it home I noticed the rear floor was soaked. Called dealer and told them. Also sent pictures of top bowed out. Never heard back. Finally on 12/1 parts came in 48 days later. They called and said bring it in to get fixed. Sorry in storage have to wait.
In the meantime, my caseworker keeps telling me to get the car in and get fixed. I keep telling her I still have the summer tires on and they are not rated for 5 above. Will she assume liability if I wreck it? Nope. Then while talking to her they want a field rep to come and look at the car for the buy back. I tell her that's great I can try to get it to the dealership if not they can flatbed it down there. Not a problem. Never hear anything for two weeks when I finally call and she tells me the rep was already at the dealer looking at my paperwork. I ask how can you judge my car by paperwork. She then tell me that the rep and service manager went and looked at 2 new ones on the lot. The first one had rub marks and the second bow 5 came off. Said it was normal wear and tear. They never asked my service adviser what was going on. He has pictures and documentation on my car. Nobody ever called me to get it there. They are leaving me out of the loop and making judgments about my car without ever looking at it. I am still in this revolving circle to which nobody is telling me what is going on with my car. I am being left out along with my service adviser. The service manager has never even seen my car but yet can say site unseen it is normal? I get better service from an $11 haircut.
And this takes the cake. They want to fix the car before I get a buy back. Now, if the car is under warranty, who cars who owns it to fix all the issues that are still pending. Wind noise, water, window trim, window regulator, rub marks, and the top bowing out behind the rear windows.
So sad that customer service has come to this.

[Justification]

Originally Posted by Nutbutt

This is where the extension of the warranty is needed.

Too lazy to look it up. Do we have a 3 or 5 year warrantee on the tops?

[95birdible]

3/36 on the tops. That is why if you have problems to get it documented at the dealer, take pictures, video, etc. and leave yourself a paper trail just in case.

[Juan S. V.-L. Ramirez]

Originally Posted by 95birdible

Most of you know my story of what is going on and all I have to say is I get better customer service from my $11 haircut than I do for my $41,328 car.
Let's hear your horror stories!

hi
looks like it is the same with chevrolet and its dealers all over the world
when we saw the first pics of the camaro 5 in the beginning of 2011, we were sure we would buy an ibm L99 vert
in november our dealer (here in the old world) had all the codes to take orders and even had a demonstrator 45th LS3 coupe
the car was a great drive
the competence of the dealer the opposite
please keep in mind: an L99 vert (imb, 20 inch polished wheels) is 48000 euros here...
winter tires (which you have to have by law in wintery conditions): "we do not offer any, ..."
we would like to have a satnav (the euro spec camaros do not have onstar!): "we cannot offer satnav, you have to find an indipendent supplier after you have bought the car..."
extended warranty: "no offer"
all in all:
add the vert top prob desaster and you can imagine our decission

ordered an bmw Z4 s-drive 35i with all the wanted gear + service-plan that includes all repairs and services for 5 years / 100.000 km (62.000 miles) for more than 62.000 euros

do not get me wrong

we still WANT an L99 vert. as soon as they (gm) are able to offer a complete and reliable car, we gonna buy it

[RamGrad]

Originally Posted by vanlieremead

I have had great service from my dealership. The advisor saw the issue and got it. They replaced the bow and put on a new top. I took it back to get adjusted and they called me a few times to check in. And through the entire time, I wasn't a jerk or anything. I just showed them the issue and they understood. It's now going on 4 weeks. The top is up and down as it is 70 here now. The holes are not re-appearing.

So I am not sad at all on the top. The car still looks and drive great. See the pictures for proof. I'll keep you up to date.

Wow! That top looks great! That would be a fun road trip to get the top fixed!

[vanlieremead]

I read in another post that the top is interfering with the water management bag and that there is a design change for the bag. When my bow was replaced, the dealer definitely didn't replace the bag. So I wonder if the problem will come back.

I hope corporate isn't making a dollars and cents decision with our verts, similar to the 'Pinto' experience. I hope that they just don't know yet. But what GM should do is send a letter to all vert owners and tell them not to worry, they will stand behind their product and when the fix is 100% known, we all will get it. Ok, so wake up you say! You are so naive! But, if I were the director in charge and i was a car nut that just absolutely loved this car for what it is, I wouldn't hesitate to send that letter.

[95birdible]

Found this doc online. Have a good laugh out of this one.


For Release: Thursday, May 26, 2011, 9 a.m. EDT

Extreme Testing Verifies Top Quality for Camaro Convertible
Built to last a lifetime and look great for the entire ride


INDIANAPOLIS – When the Chevrolet Camaro Convertible sets the pace for the 2011 Indianapolis 500 this Sunday, it will showcase a top built to last a lifetime, operate worry-free and maintain the appearance of its Coupe sibling.

To assure long-term durability, the convertible top underwent extensive testing during development, being opened and closed more than 22,500 times – three times more than would be expected in a typical 10 years of use. Some of those cycles were performed in extreme conditions; temperatures ranging from
minus-22 F to 170 F and humidity of up to 95 percent.

“This past winter we even had our engineers driving 80 of these convertibles back and forth to work every day here in Michigan,” said Al Oppenheiser, Camaro chief engineer. “They had to open and close the top five times each day no matter what the weather was like.”

Every Camaro Convertible undergoes a water test as it completes assembly in Oshawa, Ontario. In addition, vehicles are randomly chosen to undergo an eight-minute water test at the assembly facility in Oshawa and at an identical facility at the GM Proving Ground in Milford, Michigan. More than 7,200 gallons of water are hurled at the car in a hurricane-like downpour at a pace of 900 gallons per minute.

Addressing another aspect of interior comfort, Camaro Convertible’s three-layer top includes an acoustical liner made of rubber sandwiched between an acrylic square weave outer fabric and an inner reinforcing cotton layer. Engineers use a sophisticated human-ear mimicking device called the Aachen Head to measure noise levels. According to recent GM road test data, the Camaro Convertible achieved a better interior quietness acoustical rating than the Ford Mustang in interior quietness.

“For many buyers, a Camaro Convertible can be a collector car, something they might keep for generations. So we made sure the tops would retain their quality for a long, long time,” said Oppenheiser. “There is great value in a convertible with the original top.” Oppenheiser knows the needs for car collectors well. He personally restored a 1969 Camaro Convertible several years ago.

Consistent with its coupe-like performance dynamics, the Camaro Convertible offers the looks of the Camaro Coupe when the top is up. The five bow roof design provides a smooth, taut and carefully tailored appearance that retains the sleek roofline of the coupe.

Unlike other convertible models in the segment, the Camaro top latches with a single, convenient handle located at the center of the windshield header. Once the latch is turned to the open position, the push of a single button lowers the windows and activates the top, which completes its cycle in about 20 seconds.

To learn more about the extreme measures employed by Camaro Convertible engineers to verify quality and durability, watch the Dept. 180 Camaro Convertible video.

[z28camaro2471]

Originally Posted by 95birdible

Found this doc online. Have a good laugh out of this one.


For Release: Thursday, May 26, 2011, 9 a.m. EDT

Extreme Testing Verifies Top Quality for Camaro Convertible
Built to last a lifetime and look great for the entire ride


INDIANAPOLIS – When the Chevrolet Camaro Convertible sets the pace for the 2011 Indianapolis 500 this Sunday, it will showcase a top built to last a lifetime, operate worry-free and maintain the appearance of its Coupe sibling.

To assure long-term durability, the convertible top underwent extensive testing during development, being opened and closed more than 22,500 times – three times more than would be expected in a typical 10 years of use. Some of those cycles were performed in extreme conditions; temperatures ranging from
minus-22 F to 170 F and humidity of up to 95 percent.

“This past winter we even had our engineers driving 80 of these convertibles back and forth to work every day here in Michigan,” said Al Oppenheiser, Camaro chief engineer. “They had to open and close the top five times each day no matter what the weather was like.”

Every Camaro Convertible undergoes a water test as it completes assembly in Oshawa, Ontario. In addition, vehicles are randomly chosen to undergo an eight-minute water test at the assembly facility in Oshawa and at an identical facility at the GM Proving Ground in Milford, Michigan. More than 7,200 gallons of water are hurled at the car in a hurricane-like downpour at a pace of 900 gallons per minute.

Addressing another aspect of interior comfort, Camaro Convertible’s three-layer top includes an acoustical liner made of rubber sandwiched between an acrylic square weave outer fabric and an inner reinforcing cotton layer. Engineers use a sophisticated human-ear mimicking device called the Aachen Head to measure noise levels. According to recent GM road test data, the Camaro Convertible achieved a better interior quietness acoustical rating than the Ford Mustang in interior quietness.

“For many buyers, a Camaro Convertible can be a collector car, something they might keep for generations. So we made sure the tops would retain their quality for a long, long time,” said Oppenheiser. “There is great value in a convertible with the original top.” Oppenheiser knows the needs for car collectors well. He personally restored a 1969 Camaro Convertible several years ago.

Consistent with its coupe-like performance dynamics, the Camaro Convertible offers the looks of the Camaro Coupe when the top is up. The five bow roof design provides a smooth, taut and carefully tailored appearance that retains the sleek roofline of the coupe.

Unlike other convertible models in the segment, the Camaro top latches with a single, convenient handle located at the center of the windshield header. Once the latch is turned to the open position, the push of a single button lowers the windows and activates the top, which completes its cycle in about 20 seconds.

To learn more about the extreme measures employed by Camaro Convertible engineers to verify quality and durability, watch the Dept. 180 Camaro Convertible video.

First, I feel for you. I really do. I would be pissed.

However, the article you quoted was likely true at the time it was written. As I understand it, the original top supplier went bankrupt, the new supplier obviously has issues.

I truly hope your issue gets resolved, but this is at least the 5th time I've seen Al O. called out. Quoting him continuously is not going to fix your problem.

Yes, I do own a convertible. No, it is not a 5th gen Camaro.

[95birdible]

Don't take offense to this but the original supplier went out of business before the 2011's went into production. Second, if you search around these issues were becoming apparent in March 2011. That was 2 months before this was released. It is a pretty bold statement and that is why I posted it. What happened when Bush said no new taxes then raised taxes. We didn't forget and he did not get re-elected. Also, if you search around there has been numerous people that have held off buying a vert for the very reason we have all these posts on this forum. The break was to easy. On the Facebook site a dealer asked to join so he could seek some answers to the problems. Now he is faced with being honest and not selling a car, or lying and selling one anyway.
We want answers as to when there will be a fix. Nutt said it best many months ago to a coupe owner. Imagine your roof getting rust on it and becoming a hole in 5 weeks. You bring it back it in to get fixed then it is back in 3 weeks. Repeat again sometimes 4-5 times. You wouldn't be happy. 3 people just today got approved of a buy back from Chevy. If there is no issue why are they buying our cars back?

[turboguy327]

Originally Posted by 95birdible

Ok here is my book now that I have a day off and some time to kill.
It all started on day 2 of ownership. Took the car in because the second butt that sat in the passenger seat the bottom tore. Took it to dealer and said no problem will fix. Had to wait 2 weeks for fabric to come in. Took it back to the dealer to have the outsourced shop take the seat. Turns out the guy works 3 miles from my house. Ask if he can just bring the seat over and reinstall instead of us both going back to the dealer 10 miles away. Dealership doesn't want that but finally gives in. 4 weeks later take car in for window regulator grinding. They have it for a day say cannot replicate. Take it home then take it back 2 days later as it now sounds like fingernails on a chalkboard. Order part takes another week. Have them look at rub marks and they have the nerve to say it is normal that I must be putting the top down wet. I cry BS I have had a vert for 20 years and never had an issue. Had them look up the TSB's and they backtracked very quick. Once that happened ordered a new top. That took a week to get in and 4 days to install. Picked it up and within 2 weeks have rub marks again and it now bows out behind the rear windows. Bring it back in on October 13th to get noted and get the other rear window regulator replaced along with rear window trim. Car sat outside from 10/13 to 10/27 with parts still not in. Took car home as I needed to put it in storage. Once I got it home I noticed the rear floor was soaked. Called dealer and told them. Also sent pictures of top bowed out. Never heard back. Finally on 12/1 parts came in 48 days later. They called and said bring it in to get fixed. Sorry in storage have to wait.
In the meantime, my caseworker keeps telling me to get the car in and get fixed. I keep telling her I still have the summer tires on and they are not rated for 5 above. Will she assume liability if I wreck it? Nope. Then while talking to her they want a field rep to come and look at the car for the buy back. I tell her that's great I can try to get it to the dealership if not they can flatbed it down there. Not a problem. Never hear anything for two weeks when I finally call and she tells me the rep was already at the dealer looking at my paperwork. I ask how can you judge my car by paperwork. She then tell me that the rep and service manager went and looked at 2 new ones on the lot. The first one had rub marks and the second bow 5 came off. Said it was normal wear and tear. They never asked my service adviser what was going on. He has pictures and documentation on my car. Nobody ever called me to get it there. They are leaving me out of the loop and making judgments about my car without ever looking at it. I am still in this revolving circle to which nobody is telling me what is going on with my car. I am being left out along with my service adviser. The service manager has never even seen my car but yet can say site unseen it is normal? I get better service from an $11 haircut.
And this takes the cake. They want to fix the car before I get a buy back. Now, if the car is under warranty, who cars who owns it to fix all the issues that are still pending. Wind noise, water, window trim, window regulator, rub marks, and the top bowing out behind the rear windows.
So sad that customer service has come to this.

They need the car to fix it. You will be fine driving it to the dealer. Just don't drive like an idiot. You can't expect them to fix the car when it's locked in your garage. I drove mine on stock pirellis when it was that cold.