Funny you ask that.
I've called them a few times during my entire order process before this week. The first time I called, when I found out my order was accepted - the guy on the phone was amazingly helpful and very down to earth and receptive. The next time i called them a few weeks later they really weren't helpful at all.
So late in the day on Monday 3/28 I decided to hit up the chat to see if there was an update...because I saw on here a few people with a 3/28 TPW said they had found out there car was produced. Chat tells me the generic your TPW is estimated to be 3/28. I said, that is this week, do you happen to know if it's still waiting to be produced or is it in production today..... Chat person says they don't have that info, please reach out to your dealer for more info or try back here next week. I hit up the chat again on Tue 3/29 - this time they tell me, GM has accepted your order and you're waiting for a TPW lol. So i'm like okay this one was useless.
On Wednesday (yesterday) I decide to call. Boy oh boy what a phone call. I get a woman on the phone who didn't sound enthused off the bat. She's like what can I help you with and I said I'd like to see if I can get an update on my order, I know the TPW was this week & my dealer told me to call your number to see if there's a better update you can provide. I get Silence. So I go Hello - did you hear me? The woman goes - what update do you want me to give you? I see here in the notes you contacted the chat on Monday and they told you this week is the TPW week and for more info contact your dealer or reach out next week. So I explained to her that my dealer screwed up my order to begin with (i may have lied), my salesmen got fired (actually true) and they have neglected to provide me any updates (true until my salesman was fired and now the new guy has been cool) the manager said to contact you for an update because since the production week, there is a chance the car is produced immediately. She's like, look we already gave you an update on Monday, there is no additional info for me to provide. So i asked, how do you know nothing has changed since Monday? She's like sir we gave you an update on Monday. You have to wait until next week or speak to your dealer. So i say to her - is there a reason why you won't look to check if anything has changed - is it because you're busy or have something else to do than help me (threw in a little sarcasm tone lol). And she's like sir nothing has changed we already gave you an update on Monday. I am like how do you know if you don't check. Silence....and she hung up on me lol.
I won't lie i was pretty angry with that experience. I was being polite until the end, but it genuinely seemed like she had zero desire to check and her job is entirely customer service. So i think based on that experience, whenever you do reach out to them via chat or you call....once you give your order # someone on their end may or may not log a note. When you get the same message constantly, it's likely that they are just reading the prior note. And when there is a new update, it's usually when they put you on hold or tell you it will take time for them to reach out to the other group for an update. I think some of the chat people probably just read old notes, and not always the most recent note - when they tell your you status. That's why the info can be different from person to person. I think at this point ill just reach back out on Monday. I'd like to know for sure if its already built, but it wont change the fact my car wont get here next week.
