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

[Sam Harris]

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

If that’s indeed accurate.

 

[DuraYuk]

If that’s indeed accurate.

Usually if you don't know the fix. Which can be common you call them for a case number. It's to cover the techs ass more than anything because a misdiagnosed warranty issue can hurt the techs score. But with tac involved even if fixed wrong you are covered.

 

[Doubeleive]

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.

I think I might have to drop out of this convo, lol
maybe it is unfathomable that not everyone is going to just let others be slackers, I can't stand that kind thing, especially when your time, effort and money is involved.
you came in asking for advice of how to proceed, I think going to the next person up the totem pole is a perfectly reasonable thing to do, it is certainly what I would do and have done and I didn't make myself out to be "that guy" either.

 

[Donnation]

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.

Do you have any idea how condescending you are in all of your posts? You comment like you have all the answers and know how each and every situation is unfolding like you are a fly on the wall gathering all of the information. You don't.

You seem to ignore so many things that are said to you and only stick to "You are going in there screaming and yelling and telling people that you should be handled first." No one has said that or even insinuated that. Your constant need to tell everyone how you know the best way is beyond grating and it just doesn't apply here. I'm not asking for all the answers to my questions. I'm asking for 1 answer. Can they show me some documentation showing what they've done to the vehicle to try and fix it? If he is saying they tried to load software on it then there should be documentation of that. If I'm at the dealership and ask someone for that documentation and she says "I'm not seeing any here" then I think that's a problem.

It's not an unreasonable ask. Wait, in your world it's unreasonable, just not in everyone else's. In your world the dealership is always right and we just need to sit like quiet little children and hope our vehicles are one day fixed. They sure didn't mind getting to my vehicle right away when they wanted to put a $400 battery in it. How come it was so easy to get to then? Again, you are lost here. But tell me again how difficult it is to go and buy a phone. You seriously sound like some old dude sitting at home who thinks that buying a phone is some complicated process or waiting in line at a drive through is an inconvenience. Its all just bad advice on your end.

 

[Sam Harris]

I think I might have to drop out of this convo, lol
maybe it is unfathomable that not everyone is going to just let others be slackers, I can't stand that kind thing, especially when your time, effort and money is involved.
you came in asking for advice of how to proceed, I think going to the next person up the totem pole is a perfectly reasonable thing to do, it is certainly what I would do and have done and I didn't make myself out to be "that guy" either.

100%. It’s certainly not out of line to speak with the next level, when you’re clearly not getting any resolution.

Whether the service writer is making things up, or not, the evidence shows the vehicle is not a high priority, as stated.
Unless, as hypothesized previously, they are indeed waiting for a fix from TAC, which if so, needs to be relayed to the customer who spent a large sum of money on a currently useless expense, both in payments (if financed), and insurance costs.
Saying a service writer is non-technical may be true, but all the ones I’ve ever dealt with have had at least some technical ability. (As they should). I wouldn’t expect them to be able to explain 100% the functions of various vehicle systems in every scenario, or they would be technicians, not service writers. However, any time I’ve asked a question they were unable to answer, they went directly to the technician (whether that was in person, or a direct call), and got the answer I was looking for.
Someone in the thread seems a bit too eager to explain away just about any lack of service on the part of this dealership and its employees. I don’t see why.

As far as I’m concerned, assuming the OP isn’t straight up lying about all of this (what reason would he have to do so?), personally, I’d have lost my patience with this situation long before now.
Additionally, making excuses for a lack of service, and stating that ‘since the ‘Rona, everything is different..’ well, that’s also unacceptable. We pay for service. We need to expect that service. Not excuses for why it’s not being provided. In fact, that type of attitude has encompassed the entire service industry. It’s not ok, it’s an excuse. And the more folks allow it, the more businesses will fail to provide the services that have been promised. It also will keep those who want jobs unemployed, as why would any business hire more competent staff, when they can “get away” with the bare minimum level of “service”, with half the employees they would normally have staffed.

Allowing any business to walk all over you, regardless of their excuses, only shows that business that they have no need whatsoever to do a better job. Welcome to 2023…

 

[DuraYuk]

Do you have any idea how condescending you are in all of your posts? You comment like you have all the answers and know how each and every situation is unfolding like you are a fly on the wall gathering all of the information. You don't.

You seem to ignore so many things that are said to you and only stick to "You are going in there screaming and yelling and telling people that you should be handled first." No one has said that or even insinuated that. Your constant need to tell everyone how you know the best way is beyond grating and it just doesn't apply here. I'm not asking for all the answers to my questions. I'm asking for 1 answer. Can they show me some documentation showing what they've done to the vehicle to try and fix it? If he is saying they tried to load software on it then there should be documentation of that. If I'm at the dealership and ask someone for that documentation and she says "I'm not seeing any here" then I think that's a problem.

It's not an unreasonable ask. Wait, in your world it's unreasonable, just not in everyone else's. In your world the dealership is always right and we just need to sit like quiet little children and hope our vehicles are one day fixed. They sure didn't mind getting to my vehicle right away when they wanted to put a $400 battery in it. How come it was so easy to get to then? Again, you are lost here. But tell me again how difficult it is to go and buy a phone. You seriously sound like some old dude sitting at home who thinks that buying a phone is some complicated process or waiting in line at a drive through is an inconvenience. Its all just bad advice on your end.

If I did the update and it didn't work there would be no documentation. Want a certificate ? There isn't one for an attempted fix. I sound old? Lol I'm probably one of thr youngest here hence I'm not karening everytime things don't go 100%.

I love how this went from advice to now you taking it personal when I said don't burn the store down. Good grief.

It's been 10 days man. Get a grip. It's a GM product not a rolls Royce.

If you don't like what I say ignore it. But it comes from experience and objectivity. Something that is in short supply around here.

 

[Sam Harris]

If I did the update and it didn't work there would be no documentation. Want a certificate ? There isn't one for an attempted fix. I sound old? Lol I'm probably one of thr youngest here hence I'm not karening everytime things don't go 100%.

I love how this went from advice to now you taking it personal when I said don't burn the store down. Good grief.

It's been 10 days man. Get a grip. It's a GM product not a rolls Royce.

If you don't like what I say ignore it. But it comes from experience and objectivity. Something that is in short supply around here.

Based on your “experience”, and the way you believe a service should be handled. I’d be interested to see how patient, and easygoing (nay, careless) you would be when facing a similar situation. Perhaps we should all just rely on the big .Gov to take care of all our needs.

 

[Donnation]

If I did the update and it didn't work there would be no documentation. Want a certificate ? There isn't one for an attempted fix. I sound old? Lol I'm probably one of thr youngest here hence I'm not karening everytime things don't go 100%.

I love how this went from advice to now you taking it personal when I said don't burn the store down. Good grief.

It's been 10 days man. Get a grip. It's a GM product not a rolls Royce.

If you don't like what I say ignore it. But it comes from experience and objectivity. Something that is in short supply around here.

Oh I am ignoring your advice. It's laughably bad. But it is funny how you keep continuing on with your tunnel vision of "I know all the situations and I know all the answers." You are just one big eye roll. And you are right, we are done here. You clearly can't stop commenting like you said you were going to three pages ago. So I'll just stop responding to you and let you continue on with your "It takes a long time to buy a phone and McDonald's drive through takes too long" take on things. It's brilliant and so accurate.

 

[DuraYuk]

Oh I am ignoring your advice. It's laughably bad. But it is funny how you keep continuing on with your tunnel vision of "I know all the situations and I know all the answers." You are just one big eye roll. And you are right, we are done here. You clearly can't stop commenting like you said you were going to three pages ago. So I'll just stop responding to you and let you continue on with your "It takes a long time to buy a phone and McDonald's drive through takes too long" take on things. It's brilliant and so accurate.

I kept responding because you chose to personally attack me when I didn't agree with your scorched earth policy. If you want hive mind that's fine. But I don't stick up for dealers as you can see by my posts. I stick up for common sense. Those examples were to prove that even simple things take time.

Reality is you are not believing what they told you. And you only agree with those others that say you should speak to the owner of the dealer.

Its comedic and sad. I promise you you are probably at the bottom of the list if this is how you interact with people. Even if you weren't the tech and advisor won't go out their way to make an unhappy guy less unhappy .

All i said was give them time and humility. But somehow that's extreme advice around here. Lol

 

[Sam Harris]

I kept responding because you chose to personally attack me when I didn't agree with your scorched earth policy. If you want hive mind that's fine. But I don't stick up for dealers as you can see by my posts. I stick up for common sense. Those examples were to prove that even simple things take time.

Reality is you are not believing what they told you. And you only agree with those others that say you should speak to the owner of the dealer.

Its comedic and sad. I promise you you are probably at the bottom of the list if this is how you interact with people. Even if you weren't the tech and advisor won't go out their way to make an unhappy guy less unhappy .

All i said was give them time and humility. But somehow that's extreme advice around here. Lol

 

[Doubeleive]

great advice from the youngest in the crowd, bend over and just take it? NOT

 

[DuraYuk]

great advice from the youngest in the crowd, bend over and just take it? NOT

No scream and act entitled lol.

 

[BrokerThis]

I don't think anybody has said burn the place down. We said to run it up the chain to the next Level, especially since it's been 2 weeks and they have no provided a clear resolution/timeline and haven't provided him any type of other form of transportation while his vehicle is in for service. It's not like this is a 5 year old low end vehicle that is out of warranty. I believe the OPs tone/approach has been very acceptable for the given time the vehicle has been in their possession thus far.

 

[DuraYuk]

I don't think anybody has said burn the place down. We said to run it up the chain to the next Level, especially since it's been 2 weeks and they have no provided a clear resolution/timeline and haven't provided him any type of other form of transportation while his vehicle is in for service. It's not like this is a 5 year old low end vehicle that is out of warranty. I believe the OPs tone/approach has been very acceptable for the given time the vehicle has been in their possession thus far.

Idk that we know all the details.

This is an open forum. I guess my softer approach wasn't popular so thats when the personal attacks started. Comedic and sad.

Regardless if you come here looking for opinions that's one thing. If your looking just for validation of your own that's another.

Ideally people can bring different perspectives into issues and challenges. That's the endgame.

Dudes in a loaner now or will get one. So hopefully that gives him some patience. But shooting over people's heads can slow progress down so it's usually not the best course of action.

Hopefully he gets it figured out. Whatever ends up happening I doubt that dealer is gonna get a good survey and will no doubt have a soured view of him going forward. After all catching bees with honey is way easier than vinegar especially if your gonna need bees with any regularity.

Carry on. Don't be so mad. Sometimes things don't go your way..sometimes its bad luck. No need to burn down the world because of it.

 

[Doubeleive]

Idk that we know all the details.

This is an open forum. I guess my softer approach wasn't popular so thats when the personal attacks started. Comedic and sad.

Regardless if you come here looking for opinions that's one thing. If your looking just for validation of your own that's another.

Ideally people can bring different perspectives into issues and challenges. That's the endgame.

Dudes in a loaner now or will get one. So hopefully that gives him some patience. But shooting over people's heads can slow progress down so it's usually not the best course of action.

Hopefully he gets it figured out. Whatever ends up happening I doubt that dealer is gonna get a good survey and will no doubt have a soured view of him going forward. After all catching bees with honey is way easier than vinegar especially if your gonna need bees with any regularity.

Carry on. Don't be so mad. Sometimes things don't go your way..sometimes its bad luck. No need to burn down the world because of it.

so if you hire me to repair a leaky roof and you pay me for it, and I say here is my worker's number he will be there on monday, monday rolls around and then tuesday rolls around, you call the worker on wednesday (again no show) and all you get is a voice mail. who you gonna call next?
don't sit there and tell us that going to the next higher up won't get things done any faster, clearly you have no life experience in the matter.

 

[Sam Harris]

Idk that we know all the details.

This is an open forum. I guess my softer approach wasn't popular so thats when the personal attacks started. Comedic and sad.

Regardless if you come here looking for opinions that's one thing. If your looking just for validation of your own that's another.

Ideally people can bring different perspectives into issues and challenges. That's the endgame.

Dudes in a loaner now or will get one. So hopefully that gives him some patience. But shooting over people's heads can slow progress down so it's usually not the best course of action.

Hopefully he gets it figured out. Whatever ends up happening I doubt that dealer is gonna get a good survey and will no doubt have a soured view of him going forward. After all catching bees with honey is way easier than vinegar especially if your gonna need bees with any regularity.

Carry on. Don't be so mad. Sometimes things don't go your way..sometimes its bad luck. No need to burn down the world because of it.

Personal attacks?

Seems to me, you’re the only one here arguing that we’re all “burning down the world”, due to our “different perspectives”.

Comedic is correct. You say one thing, and it sounds wholly appropriate, but somehow those things apply to everyone else in the conversation, and not you.

Who’s mad?

You portray yourself as a rather emotional GM employee. Are you buying stock options? Might want to diversify a bit.

 

[DuraYuk]

so if you hire me to repair a leaky roof and you pay me for it, and I say here is my worker's number he will be there on monday, monday rolls around and then tuesday rolls around, you call the worker on wednesday (again no show) and all you get is a voice mail. who you gonna call next?
don't sit there and tell us that going to the next higher up won't get things done any faster, clearly you have no life experience in the matter.

He was promised dates ?

What if I hire you. Monday rolls around you start working. Then the material you need is 2 weeks out. You say as much. But I say your lying and keep calling you until you stop picking up?

 

[DuraYuk]

Personal attacks?

Seems to me, you’re the only one here arguing that we’re all “burning down the world”, due to our “different perspectives”.

Comedic is correct. You say one thing, and it sounds wholly appropriate, but somehow those things apply to everyone else in the conversation, and not you.

Who’s mad?

You portray yourself as a rather emotional GM employee. Are you buying stock options? Might want to diversify a bit.

Hell yeah I buy gm and automotive stock. Easy money.

I don't resort to personal attacks. Because I believe in what I'm saying without resorting to under the table tactics.

Im not the mad at the world type. Or the government is out to get me type. My life is good so maybe that's my problem ? I treat people how i wish to be treated. Crazy huh?

 

[Mollys70]

In my line of work, it's usually better to keep my mouth shut, and try to treat people like people.

Cordial dialogue is always best.

 

[Doubeleive]

He was promised dates ?

What if I hire you. Monday rolls around you start working. Then the material you need is 2 weeks out. You say as much. But I say your lying and keep calling you until you stop picking up?

no, lol I keep working and getting paid for doing nothing, that's a easy one.
the point here is the person higher up may or may not even be aware of the situation at hand, like my anaology said, I as the "boss" may not even be aware that my worker that was supposed to show up on monday did not in fact show up. I being clueless receive a call from a presumably unhappy customer then address the situation by either getting my employee to show up and do the job or perhaps even take the reins and do it my dam self. either way things are then presumably getting done. all because a higher up was contacted.
it's not science I think my 8 year old could figure it out.