Chevrolet Customer Svc - Success Stories?

[ShnOmac]

Originally Posted by el ess X

Unfortunately for GM, they mis-named their Customer Service. It should be "Issues/Complaints Black Hole" as the success stories are FAR outweighed by the "nothing ever happened but waste my time" stories. Sure, open a trouble ticket. So what? If nobody actually has any horsepower to get things straightened out, then it's just a "whine line".

Most of the complaints I read about are people that got warranty work denied because of mods to their car......

[ShnOmac]

Originally Posted by ZX14

Mine is absolutely stock. Jeff set me up with a complaint and nothing was done. He's just a GM Politician---bunch of words with no substance(Liar). Don't get your hopes up when he tells you he gonna help you.

Pretty strong words..... You need to remember that everyone works for somebody. If his boss says no go thats not his fault.

What was the complaint?


Edit: Never mind I found the thread.

[pnyklr]

Be easy guys.

Like I stated when I started this thread, it was NOT to bash Jeff and his efforts. I was just curious if his presence on this forum had helped anyone resolve issues they were having.

I agree that GM does not own the dealerships, however the dealerships are the front line advocates for GM products. So in a way the dealerships work for GM. If the dealership can't resolve a customer issue, that issue should be escalated to GM. In turn GM should do what they can to resolve the issue.

It's no different than my small business. I farm some of my jobs out to independent contractors. If something goes wrong or there is an issue that the contractor can't resolve I am the one who gets the call and has to resolve the situation.

-Funk

[cdn2usa]

Originally Posted by pnyklr

I know Jeff has been on here for a few months trying to be our advocate in getting problems resolved and I appreciate it.

What I don't see is people reporting any success stories as a result of Jeff's help. Not saying there aren't any and this post is in NO WAY intended to bash Jeff and his efforts.

I was just hoping to read some warm and fuzzy stories about how Jeff's efforts helped resolve a members issue.

-Funk

Very good question, I was wondering the same thing and was thinking of starting a thread. We see him offering to help with resolutions but never see a result and if there were any I sure we would. Kind of gets you thinking what he is doing on this forum.

[pnyklr]

Any other experiences to report?

-Funk

[camaro1]

you guys know the real reason they are on this site,, come on. its not for gm to spend more on warranty.

[FirstandFifthGen]

I find him useful for advice on some questions and recommended procedures to follow. To me, that's what he's here to help with...not for solving actual problems/issues that many people have, which I know many of us would like.

[GoBlue20]

Originally Posted by el ess X

There's your miscue. You are not ENTITLED to anything, even the GM Employee Vehicle Allowance. You may QUALIFY for it, but it's up to the dealer to play ball or not. If the dealership chooses not to participate in the program, they don't have to. However, they cannot pick and choose customers to honor or not honor. It's everyone or no-one. They participate in the program or not at all. Only time I've ever seen a deviation from that was the 35th LE Camaro SS. No Employee Discounts were supposed to be honored on that particular car.

Glad things worked out for you, but keep that in mind. That's why I went to Texas to get our car. The dillholes in town wanted $5K over sticker and NO E.V.A. 's. (Employee Discount back then, which was a lot better deal than it is now). We got our discount and GM Extended Family Card discount and actually paid a little less than GM Employee Pricing.

Unfortunately for GM, they mis-named their Customer Service. It should be "Issues/Complaints Black Hole" as the success stories are FAR outweighed by the "nothing ever happened but waste my time" stories. Sure, open a trouble ticket. So what? If nobody actually has any horsepower to get things straightened out, then it's just a "whine line".

No I was. I had recieved a GMS Opt-1 number. If they were to deny me then they would have to deny everyone with GM entitlements like you said. This was also in 2009 with the bailout and I would think they would've been trying to make people happy. Being a certified/licenced GM dealership they have to play by GM's rules. If they don't they can lose their certification. I've never seen this being an option to participate in a GM program as a licenced dealership. BUT... I am family and don't work for them directly.

The dealership here.. as far as sales goes.. has been good. No problems at all. They sold me my Camaro before the GMS number even came thru

[djb525]

I have a success story. I wrote about everything in another thread here...
http://www.camaro5.com/forums/showthread.php?t=146394
but basically I went in for the spoiler paint chip repair, the dealer damaged my rim and only used touch up paint. I had many problems with them and Jeff contacted me and told me he would like to set me up with a case. I got a phone call from someone at GM customer care who referred my case to a "district specialist" who contacted the dealer and had them re do the service correctly. The rim was fixed and the paint chipping repaired. It took a very long time and was more complicated than the summary I just gave, but overall, I feel I would not have made any progress with the dealer, and because GM customer care contacted them (which apparently is a huge no-no) I was able to have my car taken care of the way it should have been in the first place. He is here to help, and although they cannot fix everything, they are here to offer some assistance to us. That's more than alot of other companies can say.

[Inspector 17]

Originally Posted by GoBlue20

No I was. I had recieved a GMS Opt-1 number. If they were to deny me then they would have to deny everyone with GM entitlements like you said. This was also in 2009 with the bailout and I would think they would've been trying to make people happy. Being a certified/licenced GM dealership they have to play by GM's rules. If they don't they can lose their certification. I've never seen this being an option to participate in a GM program as a licenced dealership. BUT... I am family and don't work for them directly.

The dealership here.. as far as sales goes.. has been good. No problems at all. They sold me my Camaro before the GMS number even came thru

You are wrong. At least read and know the rules of the program before you say you are or aren't entitled to anything. This is directly from the General Motors Vehicle Purchase Programs Rules and Guidelines:

"If the dealer you visit is not willing to sell
you a vehicle under the GM Vehicle Purchase
Programs, you may visit another GM Dealer.
Dealer participation is voluntary.
Dealers are not required to participate
in the GM Vehicle Purchase Program.

To determine a specific dealer’s willingness
to sell vehicles under The Programs, you
must contact the dealer directly."

[Mr. Wyndham]

Wow...unbelievable some of the things I'm reading here...my, have we become an impatient bunch....

Perhaps it's my interactions with people at Chevy/GM that allow me to say this with confidence...but THEY DO CARE. Don't fool yourself or others into believing anything but that. You are their source of income. You are the reason they are in business - and now, at long last they realize that to the very core of their operation.

You don't think the reason they brought the Camaro back was because they listened to their enthusiasts? I know that the Camaro team reviews every warranty claim recorded for the Camaro in order to better serve their customers/enthusiasts. I suppose the Oshawa event and plant tour wasn't because they cared about their customers, either.

People like Jeff and his team taking the time to visit, reassure and attempt to rectify situations on sites like this (they are on other GM-enthusiast websites, fyi) is a phenomenal gesture towards their customers and should be applauded....but here I read someone calling them liars? Or worse...politicians?! How disappointing...

Here's a few things to keep in mind. Hopefully they'll hit home, because some folks really need to understand how this business works.

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

2nd, To that end, please note that in last and this year's most recent JDPower surveys: Chevy, Caddy, GMC, and Buick all earned superior marks for service satisfaction. So if you're going to inflate your personal experience to generalize about how awful they are as a company...you'd be wrong, to put it bluntly.

3rd, Though it may surprise some, people can be dishonest. Breaking their vehicles and demanding repairs. People can be wrong...insisting they hear a dysfunctional noise that is actually normal operation...there are procedures and guidelines the company has no doubt authored to protect themselves against these types of people. Sadly, the end result is a process much slower than it would be if everyone were honest and not paranoid.

The last thing I'll say is that yes, I appear to be writing as a GM fanboy. I'm sure it'll rub somebody the wrong way because naturally, all large companies are evil. So let me at least say that I'm not writing "blindly"....I understand that there are negative experiences out there, I've had my own. You can't be a 100-yr old, multi-billion dollar company and not have some things fall through the cracks. It is regrettable, and hopefully somehow, each and every bad situation gets rectified...

...just please don't post general statements and demonize the company.

[ShnOmac]

Originally Posted by Dragoneye

Wow...unbelievable some of the things I'm reading here...my, have we become an impatient bunch....

Perhaps it's my interactions with people at Chevy/GM that allow me to say this with confidence...but THEY DO CARE. Don't fool yourself or others into believing anything but that. You are their source of income. You are the reason they are in business - and now, at long last they realize that to the very core of their operation.

You don't think the reason they brought the Camaro back was because they listened to their enthusiasts? I know that the Camaro team reviews every warranty claim recorded for the Camaro in order to better serve their customers/enthusiasts. I suppose the Oshawa event and plant tour wasn't because they cared about their customers, either.

People like Jeff and his team taking the time to visit, reassure and attempt to rectify situations on sites like this (they are on other GM-enthusiast websites, fyi) is a phenomenal gesture towards their customers and should be applauded....but here I read someone calling them liars? Or worse...politicians?! How disappointing...

Here's a few things to keep in mind. Hopefully they'll hit home, because some folks really need to understand how this business works.

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

2nd, To that end, please note that in last and this year's most recent JDPower surveys: Chevy, Caddy, GMC, and Buick all earned superior marks for service satisfaction. So if you're going to inflate your personal experience to generalize about how awful they are as a company...you'd be wrong, to put it bluntly.

3rd, Though it may surprise some, people can be dishonest. Breaking their vehicles and demanding repairs. People can be wrong...insisting they hear a dysfunctional noise that is actually normal operation...there are procedures and guidelines the company has no doubt authored to protect themselves against these types of people. Sadly, the end result is a process much slower than it would be if everyone were honest and not paranoid.

The last thing I'll say is that yes, I appear to be writing as a GM fanboy. I'm sure it'll rub somebody the wrong way because naturally, all large companies are evil. So let me at least say that I'm not writing "blindly"....I understand that there are negative experiences out there, I've had my own. You can't be a 100-yr old, multi-billion dollar company and not have some things fall through the cracks. It is regrettable, and hopefully somehow, each and every bad situation gets rectified...

...just please don't post general statements and demonize the company.

+ Eleventybillion

[ny27la]

I've taken my car 8 times to three different dealers and Jeff tried to help and so did chevy customer asst. but still no success. It's dissapointing that the car is now going to be 6 months old and I've been trying to get some help for three months and at the end all chevy had to say to me was "Thank you for choosing Chevrolet" and hang up the phone.....:(

[Camaro0420]

I have been having an issue with my car for weeks now. While I know it's not the customer service guys fault, I have to say that the ones I have talked to are clueless and cannot help me.

GM train your people properly dammit