Why in the HELL???? - Camaro5 Chevy Camaro Forum / Camaro ZL1, SS and V6 Forums

toetter · 09-28-2009, 01:13 PM

Why can't we as customers track our own orders?? I hate having to bother other members to track my order!! I tried GM Tracking.com and saw nothing. It would sure make this process easier to handle!! Sorry - I feel better now!!

SlingShot · 09-28-2009, 02:42 PM

Quote:

Originally Posted by toetter

Why can't we as customers track our own orders?? I hate having to bother other members to track my order!! I tried GM Tracking.com and saw nothing. It would sure make this process easier to handle!! Sorry - I feel better now!!

We all feel your pain !!!!

RPO_Z28 · 09-28-2009, 03:07 PM

Call the new chairman at GM and maybe he can explain the reason. That's why you are paying your dealer. If you can't ask your dealer for information, don't reward him with your money.

omegaman · 09-28-2009, 03:42 PM

I feel your pain. The GM order system is ridiculous, and the dealer network is a joke. I hired and fired two dealers before signing on with a third dealer that barely managed to provide acceptable customer service.

GM definitely needs to euthanize about 50% of their dealers - keep the good and close-out the underperforming non-customer focused losers.

Here in the 21st century there is no excuse for not having a great customer internet portal when "ordering" any kind of product. After all, I can order a $10 trinket on Amazon and track the order status and delivery at any point in the chain.

2010 2-Tone · 09-28-2009, 03:46 PM

Quote:

Originally Posted by omegaman

I feel your pain. The GM order system is ridiculous, and the dealer network is a joke. I hired and fired two dealers before signing on with a third dealer that barely managed to provide acceptable customer service.

GM definitely needs to euthanize about 50% of their dealers - keep the good and close-out the underperforming non-customer focused losers.

Here in the 21st century there is no excuse for not having a great customer internet portal when "ordering" any kind of product. After all, I can order a $10 trinket on Amazon and track the order status and delivery at any point in the chain.

WELL WRITTEN!!!!

rkmcmd4 · 09-28-2009, 03:49 PM

Quote:

Originally Posted by omegaman

I feel your pain. The GM order system is ridiculous, and the dealer network is a joke. I hired and fired two dealers before signing on with a third dealer that barely managed to provide acceptable customer service.

GM definitely needs to euthanize about 50% of their dealers - keep the good and close-out the underperforming non-customer focused losers.

Here in the 21st century there is no excuse for not having a great customer internet portal when "ordering" any kind of product. After all, I can order a $10 trinket on Amazon and track the order status and delivery at any point in the chain.

Damn good point!! now, lets all call the white house

Teddydog · 09-28-2009, 04:00 PM

Maybe it is because the car (and order) don't actually belong to you. The car belongs to GM and the dealer until you sign the paperwork and pay for it. The dealer is really GM's customer, not you. In that way, it is not like Amazon.

Not saying I like it much, but that's probably why.

Rob

omegaman · 09-28-2009, 04:11 PM

Quote:

Originally Posted by Teddydog

Maybe it is because the car (and order) don't actually belong to you. The car belongs to GM and the dealer until you sign the paperwork and pay for it. The dealer is really GM's customer, not you. In that way, it is not like Amazon.

Not saying I like it much, but that's probably why.

Rob

You raise a good and legitimate point - the car isn't really the customer's until it's paid for but is allocated to the dealer. This is a technicality and still doesn't change the fact that the customer perceives the order as his/her car.

The dealer goes to great lengths to instill to the customer that this is a custom order (color choices, options, entering it into the GM Workbench system, printouts, etc.) In marketing and sales, perception is everything. GM fails miserably once they get the customer's down payment on the order. The dealers are like black holes - calls and questions go in but nothing comes out. Hence the need for the customer to track the build themselves via the internet.

Camaro509 · 09-28-2009, 04:14 PM

Quote:

Originally Posted by Teddydog

Maybe it is because the car (and order) don't actually belong to you. The car belongs to GM and the dealer until you sign the paperwork and pay for it. The dealer is really GM's customer, not you. In that way, it is not like Amazon.

Not saying I like it much, but that's probably why.

Rob

I don't agree with your reasoning. It sounds good with a casual glance but it doesn't hold water. When I put in the order through my dealer and gave them a deposit check, the car was mine all mine. How the 'middle man' and the manufacturer work out the finer details and track the delivery of MY automobile should be a bit easier and more transparent, whether it is a new model release like the 10 Camaro or a 10 Silverado they've been building for years.

It would have been very easy for GM to sub out a few servers and some backend code to automate this process from the get-go and provide each orderer with a 'code' and a website to follow the entire process.

jrboyd_1980 · 09-28-2009, 04:41 PM

The Deposit is just earnest money. Look at invoice.. Still says "Dealership Name" not "Customer Name". Believe it or not, until you have signed, AND driven off the lot in it, still the dealerships.

nikki6fixx · 09-28-2009, 04:45 PM

My thoughts exactly! We all feel your pain!

Becca

csadusky · 09-28-2009, 04:54 PM

It takes all of 2 minutes tops to find out what the status is of any order, provided that the dealer isn't doing anything. Here is a thought.... has anyone asked their dealer via e-mail what their status is? Hence if he is busy he could finish what he's doing and e-mail you back the information.

If the dealer is unwilling/unable to provide the customer with the information you should take RPO_Z28's advice and find another dealer.

CloudXTC · 09-28-2009, 05:04 PM

well there is always gm customer service... but god... they are... very... unreliable... one girl told me i had a order code of 1200 and that GM accepted the order, one said i was going to get my car sept 21... which was my first tpw date... one said i have a current order code of 30...

yes i agree, the whole system needs to be revamped, with regards to allocation, to ordering, to tracking... even the website is a POS when building a car... i hate to hit hard like this because i know everyone supports/likes GM... but in this business world we live in... there is no room for sloppy dealings

SS 376 · 09-28-2009, 05:19 PM

It's not a question of who owns the car when or any of that other stuff. Frankly, that's a technicality and an excuse, in my opinion. There's always going to be an excuse not to do something. It's about what's reasonable to provide a paying customer. GM needs the sale, but the customer definitely doesn't need the car. I think it's not too hard to let a customer track the build progress on his or her own.

09-28-2009, 01:13 PM	#1
toetter Drives: 2010 Camaro 2SS RS CGM 6M Join Date: Sep 2009 Location: Iowa Posts: 311	Why in the HELL???? Why can't we as customers track our own orders?? I hate having to bother other members to track my order!! I tried GM Tracking.com and saw nothing. It would sure make this process easier to handle!! Sorry - I feel better now!!

09-28-2009, 03:07 PM	#3
RPO_Z28 Drives: 2007 C6Z Join Date: Jan 2009 Location: RVC, New York Posts: 1,742	Call the new chairman at GM and maybe he can explain the reason. That's why you are paying your dealer. If you can't ask your dealer for information, don't reward him with your money. __________________

09-28-2009, 03:42 PM	#4
omegaman Drives: very poorly Join Date: May 2009 Location: Glendale, Arizona Posts: 550	I feel your pain. The GM order system is ridiculous, and the dealer network is a joke. I hired and fired two dealers before signing on with a third dealer that barely managed to provide acceptable customer service. GM definitely needs to euthanize about 50% of their dealers - keep the good and close-out the underperforming non-customer focused losers. Here in the 21st century there is no excuse for not having a great customer internet portal when "ordering" any kind of product. After all, I can order a $10 trinket on Amazon and track the order status and delivery at any point in the chain. __________________ 2013 Camaro ZL1, Crystal Red, Auto, Exposed Carbon Fiber, Navigation.

09-28-2009, 05:04 PM	#13
CloudXTC Drives: 1LT\|RS\|SIM\|M6\|BA Stereo Join Date: Jul 2009 Location: Brampton, Ontario Posts: 1,838	well there is always gm customer service... but god... they are... very... unreliable... one girl told me i had a order code of 1200 and that GM accepted the order, one said i was going to get my car sept 21... which was my first tpw date... one said i have a current order code of 30... yes i agree, the whole system needs to be revamped, with regards to allocation, to ordering, to tracking... even the website is a POS when building a car... i hate to hit hard like this because i know everyone supports/likes GM... but in this business world we live in... there is no room for sloppy dealings __________________ 1LT \| RS \| M6 \| SIM \| BA Stereo 1000 - [07-23-2009] Order Made at dealer 1100 - [08-04-2009] Preliminary order accepted 2000 - [08-25-2009] Accepted by GM 3000 - [09-01-2009] Accepted by production control TPW = 10-05-2009 3300 - [09-28-2009] Scheduled for production 3400 - [10-01-2009] Broadcast - Being Built 3800 - [10-13-2009] Produced - Built- VIN 2G1xxx54917 4200 - [10-19-2009] Shipped 5000 - [10-19-2009] Delivered to the dealer 6000 - [10-20-2009] Delivered to the customer

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09-28-2009, 04:00 PM	#7
Teddydog Drives: 21 LT1 RS M6 in SSM Join Date: Jul 2009 Location: Dupont, WA Posts: 453	Maybe it is because the car (and order) don't actually belong to you. The car belongs to GM and the dealer until you sign the paperwork and pay for it. The dealer is really GM's customer, not you. In that way, it is not like Amazon. Not saying I like it much, but that's probably why. Rob

09-28-2009, 04:41 PM	#10
jrboyd_1980 A ***'s Headache Drives: Everything Join Date: Aug 2009 Location: Texas Posts: 2,167	The Deposit is just earnest money. Look at invoice.. Still says "Dealership Name" not "Customer Name". Believe it or not, until you have signed, AND driven off the lot in it, still the dealerships.

09-28-2009, 04:45 PM	#11
nikki6fixx Drives: 1968 Join Date: Sep 2009 Location: Northeastern Oregon Posts: 6	My thoughts exactly! We all feel your pain! Becca

09-28-2009, 04:54 PM	#12
csadusky Drives: Blank Join Date: Apr 2009 Location: West Babylon Posts: 29	It takes all of 2 minutes tops to find out what the status is of any order, provided that the dealer isn't doing anything. Here is a thought.... has anyone asked their dealer via e-mail what their status is? Hence if he is busy he could finish what he's doing and e-mail you back the information. If the dealer is unwilling/unable to provide the customer with the information you should take RPO_Z28's advice and find another dealer.

09-28-2009, 05:19 PM	#14
SS 376 Drives: 2010 IBM 1SS (Former) Join Date: Feb 2009 Location: NoVA Posts: 2,031	It's not a question of who owns the car when or any of that other stuff. Frankly, that's a technicality and an excuse, in my opinion. There's always going to be an excuse not to do something. It's about what's reasonable to provide a paying customer. GM needs the sale, but the customer definitely doesn't need the car. I think it's not too hard to let a customer track the build progress on his or her own.