Chevrolet Customer Svc - Success Stories?

[CamaroFemme]

Originally Posted by heRS

GM Customer Service 800# puts you through to a call center in south america where the goal is to not help you if at all possible.
I took my car in to my dealer the other day, to show them a flaw in the paint. It's about a 2" circle under the paint. The paint shop manager and general manager both came out and both agreed, yes it's a flaw in the paint. No, they do not want to repair it because it would be too difficult to match the paint. Granted, you really have to look to find this spot, but when the light hits it right there is no problem seeing there's an issue.
It IS covered under warrantee, but my dealership didn't want to touch it. They did not even write it up.

But isn't that a problem with that particular dealership and not GM?

[el ess A]

Originally Posted by Dragoneye

1st, You are only one of several million customers every year. Sorry...:(

Although I believe I understand where you intended to go with this thought, in the real world, the above statement should never ever be even thought of in the same breath in the meaning of customer service.

As a customer, my problem/issue should be the #1 priority regardless of how many customers are served or how big/small the organization. It's not what you actually do to help solve a problem that counts. It's what I perceive you doing from my customer standpoint that matters. Anything else- well, it just doesn't matter. This is a very crucial time where perception is reality to the customer.


And those customer surveys are sorta bunk anyway. I don't take much stock in them. Because it matters not what other people think of them, it's what I as a customer think of them.

Edit: My last two customer service dealings were useless to me. Last year when the paint on the 2010's rear fascia started peeling, I called CS and they were absolutely clueless. They even tip-toed around hinting that I could have backed into something to cause the damage and didn't remember...sheesh. The time before that was when the top glue issues on the 4th gen reared its head. They never heard of that situation, but opened a trouble ticket and would call me back with info by the end of the week. Which never happened. Then I called again, they would have someone call back...never happened. Wasted almost two weeks on CS. Between the forums and other enthusiasts, I did all the legwork myself to get both our 4th gens repaired under warranty within a week.

[DarkObsession]

I appreciate Jeff being on here, but most of his "help" isn't. I had a thread asking people if they had a similar issue to something I was seeing in my car and he chimed in with a "Take it to the dealer". Yeah, thanks, not helpful and not what I was asking

So far, I'm a bit irritated with all the warranty work I've had to have done on my car and it's still nothing compared to what others have had :(

[Dr Jkel]

I guess I am in the minority, I had one problem and it was quickly fixed ( A-Pillar Clips) but I really think alot depends on how you approach things. You get more bees with honey than with salt.

[nashstat]

Honestly... Chevy Customer Service has a long way to go. No offence to the people on this board, but their phone rep's just take the dealer's word on everything.

I have opened 3 tickets with them in the past all for issues that "dealer" cannot reproduce. The calls went nowhere just a waste of time. I don't even bother anymore.

My previous car on the other hand, Volkswagen, their customer service was unbelievable. They would really go the extra step for customer satisfaction, make sure the dealer looks after me and then call back from a supervisor asking how the dealer transaction went.

Sorry GM, but you have a long way to go before you catch up to the Germans! And yes this will influence my next car decision buying process. I do not buy the notion that I am a picky guy... if I take precious time out of my work week to go to a dealership, then obviously I have noticed something wrong with the car, I don't exactly go like hanging out at dealerships for fun...

Again don't mean to offend anyone here, but this has been my experience with GM Customer Service and it has been really frustrating compared to other car companies I have dealt with!

[Inspector 17]

Originally Posted by BilJ

Sorry, Pete, but IMHO = In My Humble Opinion(with emphasis on the word MY)

Fair enough.

Originally Posted by GoBlue20

Maybe I didn't clarify. They said I am NOT granted this BECAUSE I don't work for GM. I had a GMS # and their employee's have recieved these same discounts. The reason I was denied was not because they do not participate in the program. Once I explained that I was going to contact GM about it... everything changed and I got the car at GMS pricing

The additional clarification is appreciated. I just wanted to make it clear that whether you are "entitled" to it or not, it is solely up to the dealer to accept it or not.

[gblaue]

Originally Posted by nashstat

Honestly... Chevy Customer Service has a long way to go. No offence to the people on this board, but their phone rep's just take the dealer's word on everything.

I have opened 3 tickets with them in the past all for issues that "dealer" cannot reproduce. The calls went nowhere just a waste of time. I don't even bother anymore.

My previous car on the other hand, Volkswagen, their customer service was unbelievable. They would really go the extra step for customer satisfaction, make sure the dealer looks after me and then call back from a supervisor asking how the dealer transaction went.

Sorry GM, but you have a long way to go before you catch up to the Germans! And yes this will influence my next car decision buying process. I do not buy the notion that I am a picky guy... if I take precious time out of my work week to go to a dealership, then obviously I have noticed something wrong with the car, I don't exactly go like hanging out at dealerships for fun...

Again don't mean to offend anyone here, but this has been my experience with GM Customer Service and it has been really frustrating compared to other car companies I have dealt with!

+1
My last 20 years if vehicles have been Honda and Nissan vehicles, after my last bad experience with GM in the early 90s. The best manufacturer for customer service is Honda, without exception. Nissan sucks, period. My few dealing with my Chevy dealership, since going back to GM for the Camaro, have not been too good so far. As a matter of fact, I have a rattle in the passenger front wheel when I hit a small bump. Instead of going through the headache of dropping my car off for a day for them to identify, or maybe not identify the problem, then dropping off for another day to be fixed, I fixed it myself. The car had a bad strut mount/bearing. For $18, it not worth the headache to deal with GM. That's sad. When my Accord and Ridgeline needs work, which is almost never, they get fixed and American Honda follows up within a couple of day to make sure that I am satisfied.

If you you want to hit these companies where it hurts, vote in the JD Powers surveys. That's the metric that they care about at the end of the year. Good product and satisfied customer reviews from JD Powers means growth in their customer base.

[chandler]

To answer the OP, I worked with Jeff on one of my warranty issues and did not get anywhere. After several PMs it went from Jeff saying "give me your contact information and I will setup a case for you...I can get that case number for you shortly"...so I did...and one of the following PMs was "have you tried contacting customer service?" I thought he was customer service. I never received the case number. At that point I quit corresponding with him. I honestly felt like he was not with GM and just trolling for personal info. Don't get me wrong Jeff presents himself as a very professional, courteous and articulate person online and I would presume that he is the same offline and maybe he is legit. But does anybody actually know this person? And if he is legit then what's the point...give us hope that GM is actually listening only get the run around. Just a bummer.

[ny27la]

Not hating on the camaro or anything because I love mine but I have come to realize that there are so many problems with the camaro and the dealers don't want to hear it or even try to fix it and GM always sides with them for some reason! So much for customer satisfaction they are nice to you until they have your money then it's what ever. From the second month of owning my car I've had to take it for service an while in service I saw 5 other camaros parked in there and on lifts. 6 months later and only 2800 miles I have had my rotors replaces, suspension retorqued, brake pads replaced, power steering tube replaced, powers steering fluid added, calipers replaced, and a bunch of loose screws replaced and the dealer after my original dealer said the car is fine and I had to take it to another, they said this came factory like this, GM's response " we'll get back to you." I love my car and all but this is a bit ridiculous!!!

[Nvincent4708]

Jeff does what he can. It's more-so the dealer that should be the first line of defense with helping the customers. I've had a good response from Jeff D'ambrosio in Oxford, PA. They replaced my transmission in the Camaro... NO QUESTIONS ASKED because I mentioned the 2nd gear grind and had the print outs from numerous camaro posts / corvette posts about the TR-6060.

All in all, it's who you deal with.

Jeff does what is in his power, after all, it is a huge company that has your money already.

[LolatheSlush]

i don't know who Jeff is or what his job is, but i had an issue with a dealer out in Shafter and i called Customer Service and complained about them and the lady (who was very nice) called the dealership with me on 3way and discussed my complaint with them. the service manager started to back track and lie about what he told me (said he couldn't fix the recall on my car because i didn't purchase it there.. WTF?!) needless to say afterwards he was willing to bend over backwards for me, but i politely informed him that i wouldn't take my vehicle to him if he was the last dealership on earth!
the GM lady then found me another dealership (who are amazing btw delano) and even gave me a certficiate for service.

Pretty awesome, IMHO....

[philthy]

Jeff rocks! Within a day of presenting my plea for help to him, I received a call from Chevrolet. The next day my dealer, and the next day someone higher up at Chevrolet to personally handle the situation. Somebody lit a fire under some butts!

Other than a minor setback since the dealer ordered the wrong part, my problem was dealt with just fine. The woman from Chevrolet called me mutiple times to keep me informed and follow up to make sure the dealer was taking care of me. Very pleased!

[abaucom21]

This afternoon received an email from my dealership, Myers Chevrolet, Cadillac, Buick on Baseline Road in Ottawa. Summer special, car wash and tire shine $9.95. Wow, perfect timing. Finally, today, my apartment underground parking garage was power-washed to get rid of a massive amount of winter road junk dust. When I washed my cars they were covered in a sticky black dust in two days (winter hangover). Parking garage is now clean, and I open an email from Myers so I called them and made an appointment for a Monday car wash. Was going to get the Camaro washed at a car wash ($19.00) this Saturday (Friday a national holiday). What a savings, even if this dealer special only lasts for a few months it will save me $100 or more on car washes. Don't hate me for using commericial car washes, I live in a urban highrise and can not wash the Camaro at home.
Great dealership. When I was making a Camaro car wash appointment I was asked do I still have my 1998 Riviera. Sure do I said. Customer service suggested I ask if my 1998 Riv. can be washed for same low price. Great CS at Myers.
I have had only one issue with my preorderd 2011 Camaro since I picked it up last Aug. Right front tire from first month had a slow air leak, dealership remounted tire. When the Camaro gets a bath on Monday, they will recheck the tire to confirm tire is not leaking air. Camaro, after 10 months, only has 2,900 miles that includes a round trip from Ottawa to Richmond VA.
Wonderful dealership, excellent customer service. Plus when I wait to have have my Camaro washed on Monday, I get free coffee and can order a full breakfast as they have food service.
Been buying cars since the 1960s. Myers on Baseline, in Ottawa has been the best dealership I have experienced.

[Smkymts]

I agree with everword. No company is perfect, but neither is ever customer honest and correct, the truth lyes between.
If you have issues with a dealer, as for the contact info for the Dealerships Region Zone Representative. This is "The person" that the Dealerships General Manager and Owner has the most contact with. They are the ones withtje mist pull within that region. They are usually very responsive and can make things happen. Take it from a person that has purchased dozens of new GM cars. Father use to be a Zone Rep in Mich., brother,mother,Uncle and cousins all work for Chevy and Caddy. We max our family discount allotment duscount almost yearly. Just purchased last June a 2011 Camaro Indy Pace Car. Msrp $47,175. Most dealers wanted up to $10k over. I received family pricing and an additional $2750 off. It took me searching several dealers finally one General manager gave me his GM list of who was receiving the IPCs and I started calling. Ended up in Michigan, 600 miles from tennesse, but I got what I wanted dirt cheap. Well worth tnetwo tanks of gas.