Having major trouble with a dealer. Anyone have any advice on how to proceed?

[Donnation]

I'm just looking for some type of feedback here to see if anyone has any thoughts on how I can help resolve this.

9 days ago my 2021 Z71 had some type of "software glitch" that would not allow the vehicle to start. Some type of failed update occurred that caused the vehicle dash to light up when trying to start, display a bunch of warnings, and not be able to be powered off. I had it towed to the dealer and these are the responses I've gotten (when I've asked because they haven't volunteered any information):

"We are searching for the issue, it is a top priority."
"We have been in contact with TAC (GM), they are attempted to redownload the software in attempts to find out what happened."
"I'm waiting for the shop foreman to give me an update."
"We are working with TAC (GM) to perform over the air updates, with no success so far"
"Battery is testing good but it seems to be a module that failed during an update but we are waiting on TAC to confirm that."
"I just talked to the foreman in the shop and they are attempting different things but haven't had any success yet."

Now I drove up there today because I needed some things for work out of the vehicle. They gave me the key and I said "How am I going to get into the lift-gate when it doesn't have power." The guy I've been working with said "It has power, it just won't start." I ask where the car is and it's outside all the way in the back of the lot. I ask how they are working on ti when it's all the way out there and he says "Oh we do it all wirelessly now over WiFi."

When I walk out to my vehicle it's completely dead with no power. I go back inside and tell him it has no power and he says "It doesn't? Hmmm, ok." I ask what a timeline is and he can't give me one. He says that they are actively working on it every day.


I don't believe they have done anything with the vehicle since it arrived. It's sitting way in the back with zero power and when I texted him how they are doing these supposed software updates to the vehicle with no power he won't respond. I'm really losing patience here and am looking for advice on how to deal with these people. Anyone have any thoughts on how I can proceed with them?

 

[OR VietVet]

You need to make sure of a few things. Document every trip and call to the dealer and who you talk to. If you can, have it on paper and have them sign it. Or, ask them to allow you to record the conversation. Here in Oregon, we only need one person's approval to record and that would be you. Then ask nicely who is next up on the ladder to find out what is going on. Make sure you are using a loaner from them, since during this whole time you are paying insurance on your invalid vehicle. Start practicing your "yelling voice".

If that does not work, tell 'em you will be contacting your friends "Tony and the boys" and they will pay them a visit.

 

[UsualSuspect]

What I do, and what I tell my employees to do, if they see it sitting out back, ask to go get something, take a grease pencil, mark a tire so you can see if it is just sitting, or if they are actually working on it. If it's dead, they can't do OTA updates, or diagnostics. You can always call the GM Rep for the area, put pressure on him\her, be a pain in the backside. It's their job to make sure the dealer is doing theirs.

 

[Fless]

Have it towed to a dealer that will work on it.

 

[BlaineBug]

I'm just looking for some type of feedback here to see if anyone has any thoughts on how I can help resolve this.

9 days ago my 2021 Z71 had some type of "software glitch" that would not allow the vehicle to start. Some type of failed update occurred that caused the vehicle dash to light up when trying to start, display a bunch of warnings, and not be able to be powered off. I had it towed to the dealer and these are the responses I've gotten (when I've asked because they haven't volunteered any information):

"We are searching for the issue, it is a top priority."
"We have been in contact with TAC (GM), they are attempted to redownload the software in attempts to find out what happened."
"I'm waiting for the shop foreman to give me an update."
"We are working with TAC (GM) to perform over the air updates, with no success so far"
"Battery is testing good but it seems to be a module that failed during an update but we are waiting on TAC to confirm that."
"I just talked to the foreman in the shop and they are attempting different things but haven't had any success yet."

Now I drove up there today because I needed some things for work out of the vehicle. They gave me the key and I said "How am I going to get into the lift-gate when it doesn't have power." The guy I've been working with said "It has power, it just won't start." I ask where the car is and it's outside all the way in the back of the lot. I ask how they are working on ti when it's all the way out there and he says "Oh we do it all wirelessly now over WiFi."

When I walk out to my vehicle it's completely dead with no power. I go back inside and tell him it has no power and he says "It doesn't? Hmmm, ok." I ask what a timeline is and he can't give me one. He says that they are actively working on it every day.


I don't believe they have done anything with the vehicle since it arrived. It's sitting way in the back with zero power and when I texted him how they are doing these supposed software updates to the vehicle with no power he won't respond. I'm really losing patience here and am looking for advice on how to deal with these people. Anyone have any thoughts on how I can proceed with them?

It is a positive that they are in direct contact with TAC at the very least.

 

[Blueinterceptor]

I would imagine if they bring either another car (connect battery) or booster battery or a replacement battery they could work on it remotely.
im curious do you have the gm data plan?
I tried to update my 21 Tahoe and had to hook it up to my personal Wi-Fi to get the update to take. The update failed 4x before that. I do not have the data plan on the 21 Tahoe.

 

[StephenPT]

I would imagine if they bring either another car (connect battery) or booster battery or a replacement battery they could work on it remotely.
im curious do you have the gm data plan?
I tried to update my 21 Tahoe and had to hook it up to my personal Wi-Fi to get the update to take. The update failed 4x before that. I do not have the data plan on the 21 Tahoe.

I do not have data (or any other subscription) with OnStar and I've been able to install four OTA updates since getting my Yukon XL last December.

 

[Donnation]

What I do, and what I tell my employees to do, if they see it sitting out back, ask to go get something, take a grease pencil, mark a tire so you can see if it is just sitting, or if they are actually working on it. If it's dead, they can't do OTA updates, or diagnostics. You can always call the GM Rep for the area, put pressure on him\her, be a pain in the backside. It's their job to make sure the dealer is doing theirs.

Do you know how I find the GM rep in my area?

 

[Donnation]

Thank you all for the responses. I'm just really frustrated. It's one thing for the vehicle to quit running, but a whole other thing for the dealer to lie to me, which they clearly are. I'm going back in there tomorrow morning and asking to speak with someone else to see if they can help me.

 

[Doubeleive]

bit late in the day now but monday morning I would be there speaking with the manger to get to the bottom of it, bypass all the counter monkeys.
they may not have a solution yet but tell the manager you expect better clear communication
make sure he/she/it is aware that the battery is dead and you are therefore a bit confused about what has occured thus far.
***and managers generally do not work weekends

 

[Donnation]

bit late in the day now but monday morning I would be there speaking with the manger to get to the bottom of it, bypass all the counter monkeys.
they may not have a solution yet but tell the manager you expect better clear communication
make sure he/she/it is aware that the battery is dead and you are therefore a bit confused about what has occured thus far.
***and managers generally do not work weekends.

Will do, thank you.

 

[UsualSuspect]

Do you know how I find the GM rep in my area?

You should be able to get the info from the Service manager, but if they are not cooperative, you can always call Customer Service and ask for the Rep to call you.

 

[Donnation]

You should be able to get the info from the Service manager, but if they are not cooperative, you can always call Customer Service and ask for the Rep to call you.

Ok thank you.

 

[Blueinterceptor]

I do not have data (or any other subscription) with OnStar and I've been able to install four OTA updates since getting my Yukon XL last December.

Cool. Thanks

 

[Banks22]

I bet if u and another dealer showed up with a tow truck it would get them moving. Dealers make good money off service.

 

[Donnation]

I bet if u and another dealer showed up with a tow truck it would get them moving. Dealers make good money off service.

I may actually try that. At this point I’m getting pretty desperate. Its been 10 days on Saturday and its just sitting dead in the back of their lot.

 

[BrokerThis]

@Donnation they give you a loaner atleast while they are holding yours?

 

[tom3]

My brother had a deal similar to that, Jeep Cherokee transmission went completely out. (no surprise there) Had it towed to the local dealer, sat there for a couple weeks just drawing dust. He got tired of waiting for any movement, called the selling dealer 60 miles north, asked them if they'd work on it if he had it hauled up there. Sure, no problem. About 15 minutes later he got a call from the local place telling him the Jeep would be ready by the end of the week. It was.

 

[Donnation]

@Donnation they give you a loaner atleast while they are holding yours?

Nope, they said they didn't have any to give out.

 

[Donnation]

My brother had a deal similar to that, Jeep Cherokee transmission went completely out. (no surprise there) Had it towed to the local dealer, sat there for a couple weeks just drawing dust. He got tired of waiting for any movement, called the selling dealer 60 miles north, asked them if they'd work on it if he had it hauled up there. Sure, no problem. About 15 minutes later he got a call from the local place telling him the Jeep would be ready by the end of the week. It was.

Thanks for this. I'm going in there this morning and if I don't get some good answers this is what I'm going to do.