2011 5.3 Lifter tick / dealer experience

dataspng · April 5, 2012

Well that's good for you, I paid for a new vehicle, not a rattling POS. I would expect noises after so many miles but not before my first oil change.

I was really blindsided by this whole thing. I really thought the first repair would have done it. I think the biggest problem is that GM doesn't allow the tech to diagnose the vehicle. From what I was told the tech was only aloud to find out where the noise is coming from then follow a list of things that GM automatically wants them to replace. The part that mad me mad was when they told the tech to tear down my motor piece by piece and figure it out.. at that point the motor should have been shipped back to GM for an engineer to inspect and send me a new one.

I build boats for a living so I am quite familiar with production and warranty and replacements, we deal with them every single day. We replace more than we ' fix ' . We usually take the old part and let the engineers test and find out the cause so we can keep from having that issue in the future. Not to mention our goal is 100% customer satisfaction no matter what.

O.K. I really, really should stay out of this but I've gotta clarify a few things here,

1. 110% wrong. GM does NOT, tell the dealer tech to NOT diagnose the vehicle. Hell, that is 110% the tech's job. What you have here is a tech that is trying to fix a PART problem and has gotten GM involved because no matter how many lifters he installs in the vehicle, or engines that he replaces there is still a HIGH probability, the rattle noise on start up is still going to be there. Trust me, I know how the repair process works in a GM dealership from top to bottom. I am deeply entrenched in it, everyday.

2. A well trained, intellegent technician should be more than capable of disassembling and diagnosing an engine noise issue. Engine mechanical repair has been, and continues to be, a well taught and rehearsed repair area in the automotive field. It is basic auto repair 101 really and if you can't trust a well trained tech to tear an engine down and diagnose a noise concern well then I'd take my truck elsewhere or walk because complete engine replacement is rarely ever needed and rarely ever cost effective over a partial repair. Being a trained GM technician I can certainly tell you that I PRIDE myself in knowing how to "fix it". While complete replacement is necessary in certain repairs, it is not always the case either.

3. Blindsided? Did someone lie to you somewhere along the way or?? Did you not buy a mechanical device, that is mass produced, without the knowledge that it may break?

4. I'm sure you, as do I, always strive for 100% customer satisfaction in our work but it doesn't always happen. With a post like this I'd be willing to bet that maybe somebody "beat up" on you in a satisfaction survey somewhere along the line and if they haven't, they will someday, trust me. You can be 110% perfect at all times in everything you do and somewhere, someone will STILL not be happy with your work, it's a fact of life. Remember that next time you start a bitch thread such as this on an internet website and stomp your feet DEMANDING shit that NO ONE is INTITLED TO just because they bought a brand new vehicle and are having problems. Matter of fact, no one is intitled to ANYTHING in this life, period but hey, some of us get it and some don't.

Glad you did chime in....

On #1 - I think what is flustrating to a customer (me included) is multiple trips for same problem... If it was your personal truck and your working on it on what little free time you have (because going to the dealership is on my time not my employeers!) would you replace an oil shield... put it all back together, drive it.. same problem, then replace a few lifters, put it all back together, drive it, replace a few more lifters, put it all back together, drive it some more, then replace the cam... etc .etc... Not me... I would attempt to fix it right the first time and avoid doing it multiple times. Put the shield, lifters and cam all in at the same time! Now I'm sure in bean couting world its more cost effective for GM to pay to disassemble mutliple times... but GM does not put a price on the customer satisfaction (as they should), flustration and sucking up all you vacation time going to the dealership multiple times for the same problem...

#2 - Agree... I have 0 complaints with the techs at the dealerships I have been to... They are great! The folks between the techs and customer not so much... they are "working" the system like they should to keep the dealership profitable and pretty much know what its going to take to get GM to pay (them) for the fix. Some do a good job of keeping the customer happy and getting GM to pay for the fix and some dont. Thus the customer gets to visit them several times for the same fix because that the way GM corporate says to fix it to get paid, even though I'm pretty sure a seasoned Tech knows what the problem is, seen it before and knows a percentage of how many required all the parts to fix it and not just one part at a time.

#3 - I agree not really blindsided as the OP said... and should not expect 100% satisfaction in something as complicated as a truck.. But me personally is how it is handled when there is a problem and I can tell you there is a noticable difference between manufactures and the truck segment from the Big 3 is IMHO is going the wrong way on something that costs 2 time as much as a car which seem to have improved in satisfaction and quality atleast in our camp.

#4 - Glad its just a bitch thread on the internet and has not driven his truck through the dealerships front window (joking! do not attempt!).

ChevyTech77 · April 5, 2012

Glad you did chime in....

On #1 - I think what is flustrating to a customer (me included) is multiple trips for same problem... If it was your personal truck and your working on it on what little free time you have (because going to the dealership is on my time not my employeers!) would you replace an oil shield... put it all back together, drive it.. same problem, then replace a few lifters, put it all back together, drive it, replace a few more lifters, put it all back together, drive it some more, then replace the cam... etc .etc... Not me... I would attempt to fix it right the first time and avoid doing it multiple times. Put the shield, lifters and cam all in at the same time! Now I'm sure in bean couting world its more cost effective for GM to pay to disassemble mutliple times... but GM does not put a price on the customer satisfaction (as they should), flustration and sucking up all you vacation time going to the dealership multiple times for the same problem...

#2 - Agree... I have 0 complaints with the techs at the dealerships I have been to... They are great! The folks between the techs and customer not so much... they are "working" the system like they should to keep the dealership profitable and pretty much know what its going to take to get GM to pay (them) for the fix. Some do a good job of keeping the customer happy and getting GM to pay for the fix and some dont. Thus the customer gets to visit them several times for the same fix because that the way GM corporate says to fix it to get paid, even though I'm pretty sure a seasoned Tech knows what the problem is, seen it before and knows a percentage of how many required all the parts to fix it and not just one part at a time.

#3 - I agree not really blindsided as the OP said... and should not expect 100% satisfaction in something as complicated as a truck.. But me personally is how it is handled when there is a problem and I can tell you there is a noticable difference between manufactures and the truck segment from the Big 3 is IMHO is going the wrong way on something that costs 2 time as much as a car which seem to have improved in satisfaction and quality atleast in our camp.

#4 - Glad its just a bitch thread on the internet and has not driven his truck through the dealerships front window (joking! do not attempt!).

1. The people between the tech and the customer are not trying to "play" the customer they are doing their job. It's easy to point fingers and believe that is true and it's just not so. They have GM criteria to meet AND keep their dealership profitable. Now, if they are being pushy about unnecessary maintenance work or something like that then yes, I can see what your saying to be true. If your lawnmower won't start do you buy a coil, plug, stator and ignition switch and replace them all at the same time?

2. GM is a company that is in business to do the same thing that EVERY business is out there for, to make money. I really can't explain it any better than that, really.

3. Toyota will do the same thing to their customers, I know, I worked at a Toyota dealer for years. Enough with the Big 3 does this and that wrong. They ALL do it wrong from time to time.

4. True!! But boy, haven't we all wanted to do that with some sort of issue before.

redjewel2ss · April 5, 2012

did they not offer you a loaner vehicle so you can get back to work? everytime i take my wife's SRX in for free oil changes, tire rotations, etc they always offer us a loaner vehicle even though it doesn't take them more than an hour to do. thankfully i've had no powertrain warranty claims to date on my truck and i've got over 25,000 miles.

word on the statement about businesses just trying to make money. my wife's mom got suckered into a lot of unnecessary repairs on a honda civic she used to own. i think the worst one they got her with was replacing the motor mounts that showed no signs of wear! she didn't care about my opinion on it. just seemed everytime she went to get an oil change they'd try and sell her other services.

ChevyTech77 · April 5, 2012

I guess what really gets my goat about this whole scenario is the OP's consitant "they owe me something" attitiude with all this talk about an "incentive package". I wonder if he asks for something like this everytime his Dr. mis diagnoses something and if he gets it, I want his Dr.'s name and address, pronto. LOL.

Morgan1986 · April 5, 2012

I guess what really gets my goat about this whole scenario is the OP's consitant "they owe me something" attitiude with all this talk about an "incentive package". I wonder if he asks for something like this everytime his Dr. mis diagnoses something and if he gets it, I want his Dr.'s name and address, pronto. LOL.

I see in court all the time that people feel that they are owned somthing. This guy is his work truck (lets say he is a welder in the oil feilds). It would be like buying a important peice of machinary for your business from a company and its under waranty. Somthing is wrong with it you take it in .Mean time lets say you are losing 500 bucks a day from not being able to use that machine. The company that is fixing it fails to fix the problem multiple times . It should of been fixed the first time.

I work in the comercial fishing business and I know if a engine on a boat broke down . We would fly in a tech to come and fix it and it would be fixed that day most likely the first time. There would be no trial and error and 3 days later to fix it . So to me the guy was a bit screwed if his truck was not working. To me they just screwed the dog to much and put in parts for no real reason and I say that becuase those parts did nothing to fix what ever problem it was. On a other note I did feel annoyed at the OP becuase of his attidude and the OP truck was fine to do work still . It ran fine just with some noise . He could of tooken it in on a better time.

txab · April 5, 2012

Garrett Street · April 5, 2012

That is definitely annoying that your trucks is giving you problems. But, no machine is perfect and it sounds like you'll have it all sorted out with a brand new motor. I'd take the new motor + months payment and possibly ask for a couple oil changes or something. Goodluck.

gmtech4 · April 5, 2012

i like seein Darral up there eatin popcorn lol

what customers dont understand about a dealer and warranty work is that the dealer has to get PAID from GM for the CLAIM,,

claims have to be perfect in many ways to be claimed cuz when the auditors come for a weeee visit and start pullin work orders ,,,,they better be perfect or the check the dealer strokes back to GM is BIG,,,,,,trust me

so the dealers use alot of codes and shit while they try and fix the veh FOR AS CHEAP AS POSSIBLE ,,,,,

as for the welders senerio ,,,the guy picked his field of work and how he wanted to do his work and where ,,,,,,

aint life a bitch ,

,blah blah blah

try gettin paid from a dealer as a tech if you dont follow "time stamps "properly or a sudden policy change and the tech gets pounded hard ....

flat rate sucks and sometimes it doesnt

if they know they have lost him as a GM customer ,why would they give him anything? and GM wont pay for it ,the dealer would ,wont happen

as for payments ,thats the customers problem how they buy the veh,not the manufacturers,why should GM pay that ??

dataspng · April 6, 2012

what customers dont understand about a dealer and warranty work is that the dealer has to get PAID from GM for the CLAIM,,

claims have to be perfect in many ways to be claimed cuz when the auditors come for a weeee visit and start pullin work orders ,,,,they better be perfect or the check the dealer strokes back to GM is BIG,,,,,,trust me

Why does the customer need to understand that? Thats part of my rub... GM made the truck, The dealer decided to be a GM dealer, It says GM on the building, GM on the techs shirt.... Truck is broken... dont get me the customer involved in the in-fighting between the manufacture and franchise to fix my truck.

ChevyTech77 comment on the Dr. was spot on... its like the Dealer is the Dr. and GM is the insurance company and if the Doc doesnt follow the correct diagnostic routine and biling is spot on.. the insurance company sticks you with the bill. Maybe thats next if the dealer cant get paid by GM then they bill you 60 days later...

On #1 - On the mower - depends... if the mower has a history of not starting due to the parts listed... yes I would replace all of them. Because my time is worth more than driving to town 5 times to get $10 parts.

#3 - I've never owned a Toyota so cant comment on how they are... I've guess we have been lucky on our new cars ( 8 or so over the years)... not so lucky on the new trucks (10 over the years).

I've finished my popcorn... and stepping of the soapbox... thanks for letting me comment.

Morgan1986 · April 6, 2012

I just got the beers ...... I talk more and more stupid when I drink lol . So basicaly what I got is the system is broken. If I step back tho I hear much more good things about dealerships then bad. Just the good things dont get talked about. A person can be your friend for 10 years but as soon as he Fu#cks with you one time the friendship has a high chance of not being the same ever again. At those time I have to look back in history and think of all the good things .

Well I guess I will step back becuase I have nothing else really to say about this .

4wd · April 6, 2012

what exactly is the noise?

AGT · April 6, 2012

I agree with an incentive package in a way. I mean when you go to court you get made whole. This guys time has been taken from him to make money at his job and he is shorted vacation time so he can visit them about the same issue.

Granted he should only be made whole but its hard to determine what that is since no one can replace his pay and time.

Best solution; what does the customer want? What will the dealer give? Right in the middle should work.

j-ten-ner · April 6, 2012

Imo the dealer should be given 1 (one) shot to fix a problem.

If he can't fix it the first time he should be reliable for any expenses I have for the next visits (trips to the dealer, loss of work/money, rental car).

Even the most sophisticated product can brake down for several reasons.

But the dealer is equipped with all the necessary tools and gadgets, trained and highly paid mechanics and a storage for spare parts.

Some defects are a pain in the a** and hard to diagnose.

But there is no excuse when it comes to defects known as a common problem (as lifter ticking; oil consumption etc.).

so long

j-ten-ner

ChevyTech77 · April 6, 2012

Imo the dealer should be given 1 (one) shot to fix a problem.

If he can't fix it the first time he should be reliable for any expenses I have for the next visits (trips to the dealer, loss of work/money, rental car).

Right, good luck with that. NOBODY is prefect no matter WHAT resources they have.

gmtech4 · April 7, 2012

Imo the dealer should be given 1 (one) shot to fix a problem.

If he can't fix it the first time he should be reliable for any expenses I have for the next visits (trips to the dealer, loss of work/money, rental car).

Right, good luck with that. NOBODY is prefect no matter WHAT resources they have.

yup ,what the tech wants to do and the service mangler lets him are 2 different things,,,,,,

i called the svc mgr a splinless shit for not getting me an engine for a u haul truck once ,i got hauled into his office after i got ratted out by the personel mgr lmao

it took time but i got an engine for it

the system is nuts ,thats why im not there anymore,and now lets talk about warranty times getting knocked back,,,,,,,,