Danny_Boy
TYF Newbie
Hi - long time reader, first post. From reading the title of the thread I'm sure you can figure out what I'm about to say - this is a copy of the survey reply I wrote after I got my truck back.
I dropped my 2015 Yukon off on 10/15 for a transmission service due to a hard shift in reverse and intermittent idle issues. This was the second scheduled service because the first time the issue was not fixed. At drop off, Tom told me "it would probably be a couple of days." I was given a loaner and heard nothing for a week. I called multiple times and left messages with no response or update.
I found out later that I was passed along from Tom to Ramsey, however, during this time Ramsey was let go from the dealership. I was told that the replacement parts were not in and my truck had not been looked at yet due to the GM strike. Another week went by and I received no phone call or email about an update, so I called again. This time I spoke with Michelle and she said that all of the parts were on-hand, but she couldn't say when it would be fixed. More days passed and no phone call so I contacted the president of the dealership to find out what was happening. He passed along my contact info to the service manager and I was told it was next in line to be fixed. Finally after 3 1/2 weeks (11/7) I got the call that my truck was fixed.
When I picked it up and drove it everything was fine with the transmission, but it was dirtier than when I dropped it off. There was a large grease spot on the driver door and the driver floor mat was filled with dirt and gravel. I waited a week to see if there would be any follow up call or email and I nothing came. I reached out the service manager and again he blamed the strike for the delay and offered a complimentary detail because of the grease and gravel.
While I appreciate the offer on the detail, the lack of professionalism and blaming others for the delay is unacceptable. A complimentary detail feels like it the least they could offer. I also feel if I was not proactive in communication my truck might still be sitting in the lot waiting to be fixed. I'm certainly no expert on transmissions, but GM knew about this specific issue I was experiencing. They released a service memo detailing the exact fix and judging by what work was done and listed on the invoice it is hard to believe a dealership or neighboring dealership wouldn't have fluid and gaskets on hand.
I was also told by the service manager that the warranty on the parts used to fix the issue only lasts until the powertrain warranty expires. It is set to expire in September of 2020 and this makes me have second thoughts about continued ownership of this vehicle. I also have reservations about bringing my truck or any other vehicle back to this dealership after this lengthy and drawn out process.
End rant.
They followed up with an auto-response email to call them, and I have yet to call. Any ammunition from you guys for when I call would be greatly appreciated...
Thanks,
Dan
I dropped my 2015 Yukon off on 10/15 for a transmission service due to a hard shift in reverse and intermittent idle issues. This was the second scheduled service because the first time the issue was not fixed. At drop off, Tom told me "it would probably be a couple of days." I was given a loaner and heard nothing for a week. I called multiple times and left messages with no response or update.
I found out later that I was passed along from Tom to Ramsey, however, during this time Ramsey was let go from the dealership. I was told that the replacement parts were not in and my truck had not been looked at yet due to the GM strike. Another week went by and I received no phone call or email about an update, so I called again. This time I spoke with Michelle and she said that all of the parts were on-hand, but she couldn't say when it would be fixed. More days passed and no phone call so I contacted the president of the dealership to find out what was happening. He passed along my contact info to the service manager and I was told it was next in line to be fixed. Finally after 3 1/2 weeks (11/7) I got the call that my truck was fixed.
When I picked it up and drove it everything was fine with the transmission, but it was dirtier than when I dropped it off. There was a large grease spot on the driver door and the driver floor mat was filled with dirt and gravel. I waited a week to see if there would be any follow up call or email and I nothing came. I reached out the service manager and again he blamed the strike for the delay and offered a complimentary detail because of the grease and gravel.
While I appreciate the offer on the detail, the lack of professionalism and blaming others for the delay is unacceptable. A complimentary detail feels like it the least they could offer. I also feel if I was not proactive in communication my truck might still be sitting in the lot waiting to be fixed. I'm certainly no expert on transmissions, but GM knew about this specific issue I was experiencing. They released a service memo detailing the exact fix and judging by what work was done and listed on the invoice it is hard to believe a dealership or neighboring dealership wouldn't have fluid and gaskets on hand.
I was also told by the service manager that the warranty on the parts used to fix the issue only lasts until the powertrain warranty expires. It is set to expire in September of 2020 and this makes me have second thoughts about continued ownership of this vehicle. I also have reservations about bringing my truck or any other vehicle back to this dealership after this lengthy and drawn out process.
End rant.
They followed up with an auto-response email to call them, and I have yet to call. Any ammunition from you guys for when I call would be greatly appreciated...
Thanks,
Dan
