Rear window leak

[jeepincbum11]

15 hours ago, GN2018 said:

Unbelievable.  Time to get to the next level or even one above that.  I would contact GM directly.  There must be some sort of regional manager over all of the dealerships.  I’d demand a truck to drive as they sort their crappy (negligent) work out.  They are obviously not taking this serious.

 

I tried to get a truck from them.   They said they didn't have any.  Asked them to contact a rental agency.  Rental agencies do not have hitches on their trucks due to liability.  At what point is it best to have GM step in?  Now, in the middle of the process or after when everything that went wrong is captured and cataloged?

[GN2018]

2 hours ago, jeepincbum11 said:

 

I tried to get a truck from them.   They said they didn't have any.  Asked them to contact a rental agency.  Rental agencies do not have hitches on their trucks due to liability.  At what point is it best to have GM step in?  Now, in the middle of the process or after when everything that went wrong is captured and cataloged?

Unless I was very comfortable that the dealer was going to get it right, I’d be escalating this now. Given all you’ve been through, I see no reason to believe they will get it right this time.  I’d start by asking the service manager for the contact information of the regional GM rep.  Whatever that person is called is irrelevant, the point is that you’re putting the service manager on notice that you’re escalating this.  I would also find a way to meet with the dealership owner while the truck is still in its current state.  Keep your cool, but let him know that this is very upsetting.  I always like to use the line, “Would you be satisfied if this was your truck?”  Your goal here is to get his personal commitment to fixing it correctly.  Get him to agree to be there to go over it when you pick it up.

 

That they can’t provide you with a loaner truck is hard to believe.  They don’t have a demo or used truck on the lot?  Can’t get one from another dealer as a favor?  Is that costing you money from not being able to do your job/trade properly?

[Pacfanweb]

Wow.  

Someone seriously dropped the ball there.   So the glass company left it like that, or someone that works there? 

 

[jeepincbum11]

21 minutes ago, Pacfanweb said:

Wow.  

Someone seriously dropped the ball there.   So the glass company left it like that, or someone that works there? 

 

I think its a combo of both.  The dealer should have verified the work prior to telling me to come in and pick up the truck.  This is the 3rd time they have not verified the work before having me come pick it up.

[jeepincbum11]

1 hour ago, GN2018 said:

I’d start by asking the service manager for the contact information of the regional GM rep.  Whatever that person is called is irrelevant, the point is that you’re putting the service manager on notice that you’re escalating this.

 

I would also find a way to meet with the dealership owner while the truck is still in its current state.  Keep your cool, but let him know that this is very upsetting.  I always like to use the line, “Would you be satisfied if this was your truck?”  Your goal here is to get his personal commitment to fixing it correctly.  Get him to agree to be there to go over it when you pick it up.

 

That they can’t provide you with a loaner truck is hard to believe.  They don’t have a demo or used truck on the lot?  Can’t get one from another dealer as a favor?  Is that costing you money from not being able to do your job/trade properly?

 

Thanks for the suggestions.

 

1) Should i give the Service manager a chance to fix it and make it right before escalating (or have they had enough chances?) 

 

2) Have to figure out who owns the dealership. Doubt i will get to meet Mr. Hendrick :) but i have a guy who might be able to get me in touch.

 

3) As for the Loaner,  They are blaming it on covid and their 1000's of trucks sitting in farmers fields in Indiana waiting on computer chips.   ( My job does not require me to need a truck)  My towing of toys :) does...

 

[GN2018]

1) He’s had enough chances.

2) They know how to get to the owner.

 

Even if you don’t get to see him, keep asking.  His name is on the sign and by politely but firmly asking to see him it will make it clear how unacceptable this hole situation is.  Just so we’re clear.  I’m not sure if this is the first time you’ve ever been screwed, but you have been.  Stay calm, but demand that this ****** gets fixed properly and quickly.  If they can’t get you a truck, expedite the headliner.  This is bull crap and they need to know you’re not some chump who’s just going to take this.  Just keep saying the quickest, most complete professional fix is what you want and you want to discuss this matter with whoever it takes to get that resolution.

 

Then you start asking what they’re going to do to compensate you for all the aggravation they’ve put you through.  Nothing like a couple oil changes and tire rotations.  One time my dealer gave me three months of XM radio when they screwed up.  And that was just because I bitched about having to wait too long for one of my complementary oil changes.  I had an appointment and they weren’t ready.

 

Again, polite but firm and keep escalating.  Good luck.

[SPASierra]

Call and file a complaint with GM Customer Care.  1 (888) 988-7267

[Vtecluder617]

On 5/4/2021 at 10:38 AM, jeepincbum11 said:

 

The SAGA continues.  5th visit...   Took the truck in to fix the issue in the images above.  The glass company who made the mistakes above happen to be in the dealership when i drop it off and they check it out and he shakes his head.  Kinda comical.   So i leave it with them for a week while i am out of town. Get a call this am and  It's all completed and ready to go.  I'm like "Great,  need it this weekend for towing".   Hands me my keys.  Walks me out and i see the bed cover is still open.  So i hop up to check it out and the seam is even again.   I notice glue all over the place.  So i have the service guy hop up and he shakes his head.  Tries to clean it.  While he is cleaning it the spoiler rocks back and forth and is moving like its not tightened down.   So hes like ughhhh.  Asked me what i want to do.  I'm like i want this repaired the way it should be.  But i need a truck this weekend.  He said, take the truck.  bring it back and we will get it taken care of.  So, i open the door to get in and i cant see out the back window.  As he walks away, i called him back over and asked what was going here? Leave the truck with me he says and back home i go without the truck.  Next call is to talk to the service manager.  We will see where it goes from there.

 

 

 

This is totally unacceptable!! Wtf, they need to overhaul their service department. What is the name of the dealership? Or at least what area its in. Could potentially help other owners in this forum avoid them in the future for this type of warranty work.

[jeepincbum11]

1 hour ago, Vtecluder617 said:

 

This is totally unacceptable!! Wtf, they need to overhaul their service department. What is the name of the dealership? Or at least what area its in. Could potentially help other owners in this forum avoid them in the future for this type of warranty work.

Hendrick GMC in the Raleigh NC area

[SPASierra]

If you want to get them moving, create a separate post detailing the attempts at repair and this terrible outcome.   Put it in a google review of the dealership, throw it on every Silverado/Sierra forum you can find, and send it to the Service Department manager and General Manager of the dealership.  Squeaky wheels get the grease, and public image is everything to a car dealer.

[jeepincbum11]

Just got a call from the dealership.   Rear window has been removed,  Headliner is out (via the rear window).  This explains the airbag alert i received. I am being told the headliner is expected to arrive next Monday or Tuesday.   Then the headliner needs to go back in.  They are going to attempt to send the headliner in through the back glass hole before the rear glass gets re-installed.  Re-install the rear glass.  Wash it to verify it doesn't leak and then we go from there. 

[Steve-2019]

Going thru the rear glass for the headliner is going need some real care and expertise without damaging it.  Be sure to check everything including all the plastic trim pieces (as some installers seem to scratch them badly) when you go to pick it up.

[Vtecluder617]

2 hours ago, jeepincbum11 said:

Hendrick GMC in the Raleigh NC area

 

Oh yeah, Rick Hendrick. He's got a bunch of dealerships around me in Metro ATL. Almost bought my Trail Boss from their Chevy dealership down here. Surprised at the type of service you received. His automotive group is a juggernaut in the industry. 

Edited May 6, 2021 by Vtecluder617

[Pacfanweb]

2 hours ago, jeepincbum11 said:

Hendrick GMC in the Raleigh NC area

That's where I live. 
Wonder who they use for glass work?   

Is is the Southpoint store or the one on 64?

[jeepincbum11]

12 minutes ago, Pacfanweb said:

That's where I live. 
Wonder who they use for glass work?   

Is is the Southpoint store or the one on 64?

64

I want to say glass solutions but do not quote me on that.  I overheard it in passing but not sure.