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

[DuraYuk]

The service advisor.

That's your problem lol. He's not going to know all the technical details. He probably isn't lieing. Just doesnt know the whole picture. You pushing and prying probably made it worse.

 

[Donnation]

That's your problem lol. He's not going to know all the technical details. He probably isn't lieing. Just doesnt know the whole picture. You pushing and prying probably made it worse.

Lol ok. You have all the answers.

 

[DuraYuk]

Lol ok. You have all the answers.

You need to take a deep breath. Do you understand what a service writer is? They write you up and are your point of contact. They do not have much more technical expertise then any other customer service representative. They are not trained to have mechanical knowledge. All they do is get you in and out not diagnose or fix your car.

Your making the situation worse for yourself by bullying some dude that doesn't have the answer you want to hear.

It's no wonder he didn't know how to answer your questions because he isn't the tech.

But keep pushing and maybe you will get the treatment you seek lol.

Trying to catch bees with vinegar lol. Good luck to you.

 

[Chad G 1979]

That's your problem lol. He's not going to know all the technical details. He probably isn't lieing. Just doesnt know the whole picture. You pushing and prying probably made it worse.

Then why have them? They are to be the middle man and keep customers informed. Obviously the tech isnt putting notes in his work so hes not documenting properly either. At my work i am required to document all my work and put notes as to what things i had to do to diagnose and repair the problem. 10 days is a long time to have nobody look at it. Yes they may be busy, but 10 days and nobody is caught up? I can schedule service on a monday and get in the next day at my dealer and they are always busy. Sounds more like they didnt assign the vehicle to a tech or they forgot it was there in my opinion.

 

[DuraYuk]

Then why have them? They are to be the middle man and keep customers informed. Obviously the tech isnt putting notes in his work so hes not documenting properly either. At my work i am required to document all my work and put notes as to what things i had to do to diagnose and repair the problem. 10 days is a long time to have nobody look at it. Yes they may be busy, but 10 days and nobody is caught up? I can schedule service on a monday and get in the next day at my dealer and they are always busy. Sounds more like they didnt assign the vehicle to a tech or they forgot it was there in my opinion.

Dude the tech doesn't have to document anything until after the warranty case is closed and they write their story. The tech has nothing to do with you. You don't exist only your car does to them.

That's nice that you do that at your work. This isn't your work.

You don't know that nobody looked at it. That's just the feeling you have because clearly you don't trust the dealer or the people giving you answers because they are not the answers you need and want.

They have a dispatch system in place. When a car comes in it gets put in and is automatically assigned. It is first come first serve.

I think I see your problem now. Good luck. No sense in reasoning with the unreasonable.

 

[BrokerThis]

So @DuraYuk you are basically saying this guy should keep his mouth shut and just let the dealer not provide any type of customer service level to try and satisfy his requests. Since GM has in place no need to document any type of work that might be done on a vehicle until it's actually completed, he shouldn't ask questions and inquiry about it cause nobody besides a tech actually knows what's going on with it? If that's the case, then it's just another example of GM's horrible processes that need to be addressed and changed.

If this situation is going on 2 weeks, The least a dealer can do is make arrangements for a loaner. That should be addressed by the dealer going into business day 4 if they know its going to take much longer cause of different various issues they might be experiencing at the shop.

 

[Doubeleive]

So @DuraYuk you are basically saying this guy should keep his mouth shut and just let the dealer not provide any type of customer service level to try and satisfy his requests. Since GM has in place no need to document any type of work that might be done on a vehicle until it's actually completed, he shouldn't ask questions and inquiry about it cause nobody besides a tech actually knows what's going on with it? If that's the case, then it's just another example of GM's horrible processes that need to be addressed and changed.

If this situation is going on 2 weeks, The least a dealer can do is make arrangements for a loaner. That should be addressed by the dealer going into business day 4 if they know its going to take much longer cause of different various issues they might be experiencing at the shop.

he doesn't get it
like anywhere there is a pecking order
service advisor
service manager
general manager
owner
and if that doesn't get you anything then start reaching out to a regional manager
I don't know about this "gm rep" crap sounds like someone that just want's hold your ball sack for you to keep you comfy, like these gm social media people that just want to save face online.

 

[DuraYuk]

So @DuraYuk you are basically saying this guy should keep his mouth shut and just let the dealer not provide any type of customer service level to try and satisfy his requests. Since GM has in place no need to document any type of work that might be done on a vehicle until it's actually completed, he shouldn't ask questions and inquiry about it cause nobody besides a tech actually knows what's going on with it? If that's the case, then it's just another example of GM's horrible processes that need to be addressed and changed.

If this situation is going on 2 weeks, The least a dealer can do is make arrangements for a loaner. That should be addressed by the dealer going into business day 4 if they know its going to take much longer cause of different various issues they might be experiencing at the shop.

No. He is accusing people of lieing to him. The details he has recieved are not good enough. So now he wants line by line updates for things he won't understand anyways.

This has run its course. He falls into the category of customer that shows up mad and can't be made whole regardless of what happens.

10 days isn't anything. The fact he has updates at all is in his favor. You guys are jumping to conclusions when the dealer more than anyone wants his car fixed and out.

You don't need to smell like poop to get taken care of. In this case tho nothing will be good for him. Even if fixed today he won't be happy.

 

[Donnation]

You need to take a deep breath. Do you understand what a service writer is? They write you up and are your point of contact. They do not have much more technical expertise then any other customer service representative. They are not trained to have mechanical knowledge. All they do is get you in and out not diagnose or fix your car.

Your making the situation worse for yourself by bullying some dude that doesn't have the answer you want to hear.

It's no wonder he didn't know how to answer your questions because he isn't the tech.

But keep pushing and maybe you will get the treatment you seek lol.

Trying to catch bees with vinegar lol. Good luck to you.

Lol you think I’m bullying him? I couldn’t be nicer when speaking to him. He’s had two weeks to ask the tech what the situation is and he hasn’t. So please, just stop.

Look, I get it. You are some type of GM employee sticking up for your company. And that’s fine, but you are totally lost here. From your “go try to buy a phone and see how long it takes,” to “Waiting in line at McDonald's takes forever too.” All of your takes are bizarre and wrong. All your posts wreak of an employee sticking up for their company and it’s honestly pathetic.

 

[DuraYuk]

he doesn't get it
like anywhere there is a pecking order
service advisor
service manager
general manager
owner
and if that doesn't get you anything then start reaching out to a regional manager
I don't know about this "gm rep" crap sounds like someone that just want's hold your ball sack for you to keep you comfy, like these gm social media people that just want to save face online.

I do get it.

Some have no humility or humanity. It's sad to see. Good luck. Hope this scorched earth policy works for you. It's gotta be a fun life lol.

 

[DuraYuk]

Lol you think I’m bullying him? I couldn’t be nicer when speaking to him. He’s had two weeks to ask the tech what the situation is and he hasn’t. So please, just stop.

Look, I get it. You are some type of GM employee sticking up for your company. And that’s fine, but you are totally lost here. From your “go try to buy a phone and see how long it takes,” to “Waiting in line at McDonald's takes forever too.” All of your takes are bizarre and wrong. All your posts wreak of an employee sticking up for their company and it’s honestly pathetic.

Your mad that they are not dropping everything they are doing to help you. Your just a number. Im not an employee. Used to be. Understand how it works and am not entitled like so many here. Keep screaming.

The answers are not good enough for you.

 

[Doubeleive]

Your mad that they are not dropping everything they are doing to help you. Your just a number. Im not an employee. Used to be. Understand how it works and am not entitled like so many here. Keep screaming.

The answers are not good enough for you.

I don't think that is what is desired better communication and clarity go a long ways
for instance if the service manager said we are waiting a on a response from the software team for a method to correctly re-install the software and that might take 3-4 business days to get a response, that would be clarity in the situation, and yes therefore it has to sit out in the back 40 while we continue to use our bays to make a income would probably be a sufficiently reasonable response someone would accept.

 

[DuraYuk]

I don't think that is what is desired better communication and clarity go a long ways
for instance if the service manager said we are waiting a on a response from the software team for a method to correctly re-install the software and that might take 3-4 business days to get a response, that would be clarity in the situation, and yes therefore it has to sit out in the back 40 while we continue to use our bays to make a income would probably be a sufficiently reasonable response someone would accept.

He already told him. It wasn't good enough. He was questioning the battery and everything else.

GM advisors need good surveys. His survey is gonna be trash so they know it's a lost cause. Any extra won't get a proper resolution. So its not being expedited because why should they?

Im sure there is a tac case. Im sure they are working on it. Just the time frame, duration, and explanation isn't good enough for OP.

Being nice and friendly and understanding goes a long way when dealing with humans.

But I guess they don't teach that in schools anymore.

 

[Donnation]

He already told him. It wasn't good enough. He was questioning the battery and everything else.

GM advisors need good surveys. His survey is gonna be trash so they know it's a lost cause. Any extra won't get a proper resolution. So its not being expedited because why should they?

Im sure there is a tac case. Im sure they are working on it. Just the time frame, duration, and explanation isn't good enough for OP.

Being nice and friendly and understanding goes a long way when dealing with humans.

But I guess they don't teach that in schools anymore.

I couldn’t be nicer when speaking to these people. I haven’t raised my voice, I haven’t demanded anything. I’ve asked for documentation showing What they’ve tried to get the vehicle fixed and they haven’t produced any. I’ve politely asked how a vehicle sitting in the back of the lot where the tow truck dropped it off with a dead battery is having software loaded on it, to which I have gotten no answer.

So please again, just stop. You seriously have no clue what you are talking about outside of being a GM talking head. I’ve led with being nice and humane and it’s gotten me no where, which is why I came here in the first place.

 

[DuraYuk]

I couldn’t be nicer when speaking to these people. I haven’t raised my voice, I haven’t demanded anything. I’ve asked for documentation showing What they’ve tried to get the vehicle fixed and they haven’t produced any. I’ve politely asked how a vehicle sitting in the back of the lot where the tow truck dropped it off with a dead battery is having software loaded on it, to which I have gotten no answer.

So please again, just stop. You seriously have no clue what you are talking about outside of being a GM talking head. I’ve led with being nice and humane and it’s gotten me no where, which is why I came here in the first place.

Dude im reading your own posts. Your literally saying these people are lieing to you. You were given an explanation but didn't like what you heard.....or like you said...knew better.

The only advice you got from the people posting here to start a fire lol. Anything short of burning the place down and you accuse others of things too.

So I'm gonna go on a limb here and say you dont need advice as you only want to do one thing.

It's crazy that someone saying be polite and have patience is met with rude and sarcastic remarks.

Sign of the times I suppose. Or maybe my parents did something different. Good grief and good luck.

Curiously watching this unfold from here. I won't respond to you anymore. You already have your hands full. Wish the best.

 

[Donnation]

Dude im reading your own posts. Your literally saying these people are lieing to you. You were given an explanation but didn't like what you heard.....or like you said...knew better.

The only advice you got from the people posting here to start a fire lol. Anything short of burning the place down and you accuse others of things too.

So I'm gonna go on a limb here and say you dont need advice as you only want to do one thing.

It's crazy that someone saying be polite and have patience is met with rude and sarcastic remarks.

Sign of the times I suppose. Or maybe my parents did something different. Good grief and good luck.

Curiously watching this unfold from here. I won't respond to you anymore. You already have your hands full. Wish the best.

Lol I’ve only responded to you because your posts are so ridiculous. I’ve gotten a multitude of messages from people here telling me to ignore you, so you must have a history of giving bad advice or sticking up for dealers when they shouldn’t be stuck up for. Nice job and keep up the great work.

 

[DuraYuk]

Lol I’ve only responded to you because your posts are so ridiculous. I’ve gotten a multitude of messages from people here telling me to ignore you, so you must have a history of giving bad advice or sticking up for dealers when they shouldn’t be stuck up for. Nice job and keep up the great work.

That's exactly it. I'm the guy telling you to stop harassing the server. You have a few belligerent people egging you on.

 

[Doubeleive]

going to a manager is not starting a fire, it's a reasonable escalation when the communication is lacking by the "advisor"
this does not insinuate that you are going to go in acting like a ass/child that deserves to be brought to the 1st in line
not all of us will cower and let people walk all over you, there is a reasonable way to get the answers deserved and that may require going over someones head.
It's as simple as that.
personally if I have ANY kind of issue and have to speak to the service manager I pull them to the side and speak with a normal demeanor, I also have known my local service manager for 20+ years we have a good relationship which is the way it should be. If it was any other way I would not be spending my money there, plenty of other dealers willing to take my money.

 

[Donnation]

That's exactly it. I'm the guy telling you to stop harassing the server. You have a few belligerent people egging you on.

So in summary, your advice is that when I ask the service advisor what's going on with my vehicle and he says "We are attempting to load the software update on it."

And my response is "Great, how are you doing that when it hasn't moved from where the tow truck dropped it off and the battery is dead,"

And after two weeks he can't give me an answer to that question, I should just shrug my shoulders and go "oh well, they are busy."

Awesome advice, you must have been a spectacular employee for GM.

 

[DuraYuk]

So in summary, your advice is that when I ask the service advisor what's going on with my vehicle and he says "We are attempting to load the software update on it."

And my response is "Great, how are you doing that when it hasn't moved from where the tow truck dropped it off and the battery is dead,"

And after two weeks he can't give me an answer to that question, I should just shrug my shoulders and go "oh well, they are busy."

Awesome advice, you must have been a spectacular employee for GM.

No you need to reach out to the owner. Then GM corporate and file a complaint. Outline how you need to be served first before everyone and everything. Tell them your service advisor is not answering your questions and has refused to take your calls while also deliberately lying to you.

When they give you an explanation tell them they are lying similar to how you accused your advisor of such when he didn't have the exact details verbatim from the tech.

Make as big a commotion as possible. Because only those that scream loudest are helped.

All jokes aside I told you what i thought. Your advisor didn't give you the best answer either thru inexperience or misinterpretation or just missing details. I doubt it was blatant contempt or lying. The rest of the negatives you assumed. You don't have answers yet because they are busy or dealing with it. And since the things they did tell you didn't jibe with you they are more careful of giving you any details for fear the show would get worse.

You can either be patient. Especially if they gave you a loaner and have some humility. Or don't and tear it all down.