Dealer Ethics.

[oldschool327]

I went to the dealer today to get the heater recall done. The Service manager told me to be there at 9 am. I arrived at 845 am and handed over the keys. The service writer told me that he would have it done in 30 minutes or so. He noticed that my side badges were gone but the foam glue was still there (I am in the middle of de-badging) and told me that he would have the detail dept. take care of it free of charge. I thought to myself....This guy is alright and might stick with him.

 

Well at 1030 my truck was still sitting in the same place out back and I went in to the office and asked what the hold up was. I was told I was next after he dug my paperwork from the bottom of a messy desk. I normally am really patient with dealers as the mechanics have alot on their plate each day but I blew up and told them it sure was nice that I had an appointment and that I might have better things to do with my time since it was my first day off in 13 days. He looked at me like I had a purple di^% growing out of my forehead!!! I called the wife and had her come pick me up. 20 minutes latter he called and said my truck needed a front diff and asked if I had a extended service plan. WTF...!! I said yeah buddy, it is called 100K GM powertrain warranty. He then said oh yeah I forgot.

 

So I get a call from tweedle dumb at about 5pm and says my truck is ready. It was just the output seal and bearing on the passenger side. I then goto the cashier and she says sign here and have a nice day. I asked her about the recall and she again looked at me with the blank stare!!! I said 100 bucks please..........She said oh yeah that has to be mailed from GM and then we will cut you a check. Is this right? I see most guys get money on the spot when this is done.

 

Needless to say she didnt want to write on the ticket that I did not get the cash.

Put up a good bit of fuss before doing it, but still no 100 compensation. Who can I call about this or is this what they do at some dealers.

 

So I goto the truck and notice that the foam tape is still on the sides and even though they didnt have to take it off they said they would and didnt!!!!!! A mans word is everything and this really gets under my skin!

 

Elk Grove GMC is the worst dealer of seven I have dealt with! They seam to be smoking the good stuff today and I hope business is not run that way everyday!

 

[mtiffinal]

Holy crap!!! That had to be a $hity day. Hope the rest of your weekend goes ok. Sounds like you're about to run out of dealers. Got more in your area?

[oldschool327]

This was my first visit to this dealer as I just moved to the area. I have moved from Southern Cali to NC and back since I have owned this truck and never this many issues at the dealer. There is only one other GMC dealer in the Sacramento area and they are a bit of a drive. I am going in tomorrow I am so pissed about this visit. Hopefully things get worked out.

 

Are they suppose to give the check or mail it to you? Just want to ensure they are doing business the corrct way.

[mtiffinal]

Sorry, I can't answer your question about the check. I'm sure some will chime in though.

[MS3DALE]

Are they suppose to give the check or mail it to you? Just want to ensure they are doing business the correct way.

 

We have been mailing customers their checks,It usually takes one to two weeks.

[uh6tdrvr]

GM CUSTOMER SERVICE will get you along way, especially with dealers like that. Your owners manual has their number in it.

[clemsonblozz]

I dont work for a car dealer,, I work on the heavy duty truck side of the world... when you take appointments, you are walking a fine line, especially when you are busy.. Trying to plan the repairs of mechanical devices is tough,,, but communication is in your control and goes a long way...

 

Simply telling most customers,, "sir/ma'am,, I know you had an 8 AM appointment, but things are running behind" will keep 80% of customers fat and happy...

Sitting there, not being kept informed,, or even worse, dealing with someone who does not appear to know their job, or even seem like they care about you,, would set the pope into a spiral..

 

Even being in the truck repair world,,, it's all about customer satisfaction these days... Satisfaction first, profit second.. Without satisfied customers,,, no profit...

[Z45]

My GMC dealer is good. If you go in for service and it takes a while and I am waiting one of the sm will always come out and tell me the status and how much longer. Sometimes they will even offer me a ride somewhere or the use of a car that the service dept has available. Usually a older car but a good car to get away for the dealer for a few hours. If its going to take the day they will put my in a rental and have the car or truck delivered to me when done. This dealer will do anything to make the customer happy and coming back. I have had them return my car to me 100 miles, even filled the tank before dropping it off. Then calling me the next day to make sure everything is OK. You want to buy from a dealer like this, even after a year of not being in the dealer, they still remember my first name. The 2 sm are very polite and diplomatic and talk to people like they are close friends.

 

The dealer is Public Service Garage in Marquette, MI.

[music]

What's the $100 recall? I either missed it or it doesn't apply to me.

[mxdirtrider56]

I dont work for a car dealer,, I work on the heavy duty truck side of the world... when you take appointments, you are walking a fine line, especially when you are busy.. Trying to plan the repairs of mechanical devices is tough,,, but communication is in your control and goes a long way...

 

Simply telling most customers,, "sir/ma'am,, I know you had an 8 AM appointment, but things are running behind" will keep 80% of customers fat and happy...

Sitting there, not being kept informed,, or even worse, dealing with someone who does not appear to know their job, or even seem like they care about you,, would set the pope into a spiral..

 

Even being in the truck repair world,,, it's all about customer satisfaction these days... Satisfaction first, profit second.. Without satisfied customers,,, no profit...

 

Exactly. The dealer I worked at for 3 years was GREAT. The apppointment situation is a fine line though. Often times they would run behind and just ensured you would get your truck worked into the schedule. With many major repairs going on we never knew what we would run into. More stuff broken than expected, trouble getting parts, wrong parts. These kinda things are unexepected. Clemson nailed it though, the service manager should have communicated with you that they were running behind so you weren't expecting it to be done at a certain time. I understand things happen, just tell me so I can take care of other things while it is being fixed. I'm sorry you had a bad experience with this dealer.

[MaineRider]

My GMC dealer is good. If you go in for service and it takes a while and I am waiting one of the sm will always come out and tell me the status and how much longer. Sometimes they will even offer me a ride somewhere or the use of a car that the service dept has available. Usually a older car but a good car to get away for the dealer for a few hours. If its going to take the day they will put my in a rental and have the car or truck delivered to me when done. This dealer will do anything to make the customer happy and coming back. I have had them return my car to me 100 miles, even filled the tank before dropping it off. Then calling me the next day to make sure everything is OK. You want to buy from a dealer like this, even after a year of not being in the dealer, they still remember my first name. The 2 sm are very polite and diplomatic and talk to people like they are close friends.

 

The dealer is Public Service Garage in Marquette, MI.

 

Sounds like a very good dealer.

 

I had to take my old 08 in for the door lock and the dealer was very good, I was a bit surprised since I hadn't bought the truck there as I had just recently moved to the area.

Needless to say when it came time to buy my 010 I bought from that same dealer because of the service I got on my 08.

Hell the owner drives around in a late 70's early 80's chevy pickup (Its not been restored to mint either, kinda beat up looking). To me that's kinda cool since he's got access to what ever car/truck he wants to drive on the lot but he takes something old school.

[LeoS41280]

I called my dealer and made an app for a monday to have the heated washer recall done. I left the PU at my dealer on a sunday eve, when they weren't open. Monday afternoon, I got a call that it was finished. I wasn't going to be able to pick it up untill well after they were closed. So they left the keys on the floor and lock it up. Nothing was ever said about the $100 check. It came in the mail in about a week.

[matt3]

Why are you guys getting $100 checks?

[pm26]

What's the $100 recall? I either missed it or it doesn't apply to me.

 

Windshield washer fluid heater removal, because GM decided it was too hard for them to fix it.

[lobster_7]

Gm is deleting the heated washer fluid do to problems, failed recall, etc Because they are deleting a possible selling feature, and hence would like you to have it done as my understanding they can't force it, they are offering the $100 as payment/compensation