FYI Beware of GM customer service *updated*

[ct_corey]

I know it is different state to state but I just filed for lemon law  through a company that specializes it. My truck has a loud cold start knock. See the video. listen to it all the way. 

I had a phone consultation and since they claim there is no fix available, per CT lemon laws, I have a good case.  I went to go and price a Tundra and had them look at my Silverado as a trade. They straight up told me they want nothing to do with the truck due to the engine knocking. This knock just like any other serious noise kills the value of a new truck due to no one wanting to buy it. At this point I cant even get rid of it because no one wants it.  People can say just wait for a fix but this noise may be causing issues that may not arise until further down the road. 

 

Gm's customer service was a joke. I was bounced around between gm corperate advisors and would be promised call backs that I never got.  I found my advisors direct extension and she started screening my calls. She wouldn't answer when I call on my cell(number they have on file). I call right after from my work phone and she picked right up. Over the last 3 months I spent over 6 hours of waiting on hold to talk to someone.  Finally They told me 2 weeks ago to bring the truck in for further diag. I call the dealer and they tell me GM hasn't okayed anything yet. I call GM for 100th time and after 2 week of them trying to figure out what to do they tell me again no fix and they cant do anything for me. No concern, no care, nothing. Based on how I was treated I want nothing to do with this junk vehicle. I even asked to talk to the manager of the department and EVERYTIME I asked they were in meetings and don't take calls. How they handle this was truly embarrassing. That it was prompted me to trade the truck in, but then come to find out no one wants it.  

 

 

[Chris walker]

I hope your lemon law goes well...

 

To me it sounds like its also time to spend some quality time creating a web page detailing your issues, hitting as many car forums as possible, create messages like this, stand outside of the dealership with a massive sign on busy Saturdays, create a flier and hand it out to every single customer that is leaving the dealership, staple the fliers on every single light pole in the area of the dealership, post about your experience on every local Facebook page, buy an ad in your local paper.,Find out where the dealership owner lives and stand at the front of his neighborhood entrance with a sign..

 

Do not stop until you have a fair settlement.....

 

These companies EXPECT you to take it lying down. They figure if they can ignore you long enough you will just go away because 99% of the people will go away eventually...Its time to make it your mission and part time job to be a thorn in their side until they want to extend customer service.

 

 

[Sin City Trail Boss]

That sucks man, sorry to hear that.

 

I feel like customer service has gone to shit everywhere, not just Chevy. People just don't give a crap or take pride in their work anymore. 

 

It'll only get worse too. New generation of kids are horrible. 

 

I got the run around with Toyota also when I was having issues with my Tacoma. At one point waited at the dealership for 7 hours.

[ct_corey]

I still cant believe they simply wont let you talk to any sort of management. The best they can do it say they will pass the message. I did this twice earlier in the week and got no call

 

 

When this all first started my original rep named Paul told me bluntly that this was a perfect candidate for a buy back or truck swap due to an unfixable engine issue. Then it all went downhill from there. 

[JimCost2014]

Dealership did not build the truck, but they can help you if you treat them nice.

 

They are a business that is under contract to sell GM vehicles, not the manufacturer.

[ct_corey]

1 minute ago, JimCost2014 said:

Dealership did not build the truck, but they can help you if you treat them nice.

 

They are a business that is under contract to sell GM vehicles, not the manufacturer.

I never said I had any issue with the dealer, they have been great. But there hands are tied because gm wont authorize them to do any more diag or work to the truck. Not once have I given them a hard time. At this time there is nothing they can do other  then let me trade the truck for another. But even after that I would still be losing money.  They are fairly limited in what they can do without gm permission. They don't want to lose money because gm corperate sucks and I get it.  After how I was treated I want nothing to do with a gm product. Just the fact the dodge my calls and dont call me back is embarrassing to the brand. All I wanted was an update after I got 2 different stories from the dealer and gm. 

[ct_corey]

Hers a sample of some wait times just trying to talk to my rep before I got the direct number. I took this screen shot 3 days ago 

[JimCost2014]

1 minute ago, ct_corey said:

I never said I had any issue with the dealer, they have been great. But there hands are tied because gm wont authorize them to do any more diag or work to the truck. Not once have I given them a hard time. At this time there is nothing they can do other  then let me trade the truck for another. But even after that I would still be losing money.  They are fairly limited in what they can do without gm permission. They don't want to lose money because gm corperate sucks and I get it.  After how I was treated I want nothing to do with a gm product. Just the fact the dodge my calls and dont call me back is embarrassing to the brand. All I wanted was an update after I got 2 different stories from the dealer and gm. 

Sorry. reply was not directly aimed at you, more for the other post where you were recommended to stalk the owner of the dealership.

 

Talk to the service manager and see if the local GM district manager can do anything for you.

[JimCost2014]

Just now, ct_corey said:

Hers a sample of some wait times just trying to talk to my rep before I got the direct number. I took this screen shot 3 days ago 

I dealt with a trade allowance and a buy back on a second truck (14 & 16), that took close to 8 months between them.

 

The good thing is in both cases GM did take care of me and I came out better each time on what I owed on the previous truck.

 

So far, my 18 has been great, sometime we just get unlucky and get a bad one(s).

[ct_corey]

5 minutes ago, JimCost2014 said:

Sorry. reply was not directly aimed at you, more for the other post where you were recommended to stalk the owner of the dealership.

 

Talk to the service manager and see if the local GM district manager can do anything for you.

I never said to stalk the owner? What the hell are you talking about. 

[ct_corey]

When I said advisors and manager I was talking about gm corperate not the dealer. When you call into gm customer service you get assigned an advisor. 

[Mountain boy]

Hire a lawyer, he can get GM to pay his bill. 

[ct_corey]

5 minutes ago, Mountain boy said:

Hire a lawyer, he can get GM to pay his bill. 

That's the plan. I have a lemon law layer handling it as of now. 

[dtnel78]

The dealer should be able to do more than you think. As they say "sh** rolls downhill", well GM.

If there's a known documented issue they should be aware of it as it's customer service.

Here's the thing, if you bash GM then essentially you're bashing the local dealer and with that being the case they should be overly concerned as you can affect their sales by making posts online, posting flyers, etc so the dealership should be really concerned as he represents the brand and they have to meet goals.

Remember back when they closed all those underperforming dealerships after the U.S. taxpayers bailed GM out and now there's alot less dealerships and alot of livelihoods were affected over that from the top to the bottom in a dealership.

I think you should keep rattling the dealership in person and make it where they get in touch with the right people to make it go away.

You could always go to your state agency that enforces the lemon law with any and ALL DOCUMENTATION, proof of phone calls, dates, times, etc. I'd imagine it would be the attorney generals office of the state.

Maybe a call to a lawyer that specializes in consumer financial protection may bring some help. You can call the state bar association and they could probably point you in the proper direction in regards to where you need to start. You may have many others out there with the same problem and the can of worms hasn't been opened.

IF you private message me just your license plate number I have a way to lookup if there's service bulletins that apply to that vehicle from the manufacturer. A tsb is a known issue but not a recall yet. It's one of those things that if a customer comes in complaining do this step this step and this step and if they qualify then we may do this amount of work or this......

Let me know and I'll see what I can do for you. I just need the state in the license plate number and that enables me to pull the VIN number up and see what technical service bulletins are related from the manufacturer.

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[dtnel78]

I would push the dealership to see if they can put a new engine in there by chance.

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