Service dept. frustration

toneman · May 23, 2006

Okay...now I understand the logic behind "If we can't duplicate the problem, we can't diagnose as to what's causing it"...but to use that as an excuse to not even acknowledge that a problem might even exist is IMHO unacceptable. That is what I am dealing with at my local dealer; you see, every once in a blue moon (actually, more frequently than that) while I'm driving, I'll notice that the speedometer starts reading a speed noticeably lower than what I'm actually travelling at. I know I wasn't imagining this--my wife had noticed it too (we were on the freeway at the time), commenting "How come you're driving slow--is there a cop behind us?" I was able to verify that the speedometer was acting up 'cuz it wasn't matching the speed on my GPS unit. Only after I turned off the ignition and restarted did the speedometer register correctly. Needless to say, when I brought the truck in, the service tech wouldn't even take a look at it. It would be somewhat impractical for me to just bring it in when it does happen since it's not as if I can easily replicate the problem.

Clearly, this speedometer issue isn't something that can be taken lightly--I mean, my speedometer could be showing 65 mph when in reality I'm actually doing 75 or more; that, and the fact that it's happened at least three times in the last few months (when I've been driving it--I dunno if it's happened while my wife had the truck). So, how do I convince the service department to take a look at it even though it may not be acting while at the dealership? Quite frankly, I'm tired of hearing their "If we don't see it broken, there's nothing we can do about it" excuse. Heck--I've read stories about folks having their vehicles towed to the dealer because it wouldn't even jump-start, only to have it somehow miraculously start up once the service tech got to it...then be told that they (service dept.) couldn't do anything about it because since it started up, they couldn't diagnose as to what could be wrong. I mean, how would you feel if you had to have your vehicle towed to the dealer because nothing you tried would work, only to have the dealer tell you that there's nothing wrong with it?

Okay, I'm done ranting...

MustGoFaster · May 23, 2006

is it under warranty?

if it is (ok this is a really mean and dirty idea - I accept that) then short it out or do something that actually causes it to fail. viola replacement unit!

ChevyTech007 · May 23, 2006

I would bet money on an IP cluster. If it was in my stall, I'd put one in it. Maybe try another dealer.

GM-Tech · May 23, 2006

It's not like we don't have a ton of cluster problems. As suggested, maybe find another dealer that will work with you. If your current dealer is adamant about not doing anything unless they can duplicate it, you won't go far there.

Heck--I've read stories about folks having their vehicles towed to the dealer because it wouldn't even jump-start, only to have it somehow miraculously start up once the service tech got to it

I'd venture to say this happens as often a once or twice a month by us. See it all the time. Not sure what this proves. It's not as if we cast some magic spell on it so it fails only on you but not us.

Mark_in_Tulsa · May 23, 2006

It's not like we don't have a ton of cluster problems. As suggested, maybe find another dealer that will work with you. If your current dealer is adamant about not doing anything unless they can duplicate it, you won't go far there.

Heck--I've read stories about folks having their vehicles towed to the dealer because it wouldn't even jump-start, only to have it somehow miraculously start up once the service tech got to it

It's not as if we cast some magic spell on it so it fails only on you but not us.

<{POST_SNAPBACK}>

So why is it you keep those leprechauns locked up in the back??????

But as it was stated before, I would call other GM dealers, and explain the situation. I'm sure every other dealer in town would like to "one up" their own competition by taking your problem in and actually attempt to fix it.

doverarjim · May 24, 2006

I had this problem on a company truck and dealer knew what needed to be done and when the part came in took about 10 minutes for the tech to do the work. I am not sure but there may be a TSB on this and what needs to be done for it. Like Mark said try another dealer and it may get fixed as quick.

toneman · May 25, 2006

GM-Tech--I wasn't insinuating that the service tech somehow "magically" did something to make it appear that nothing was wrong; my apologies if it somehow came out that way...such wasn't my intent.

My frustration was more along the lines of trying to get the service department to take my word that some part was acting up and that perhaps they might know the possible causes for said problem...rather than taking the "easy" way out and telling me that if they can't see the problem happening, they won't even bother taking a look at it.

MustGoFaster--yes it's under GMPP warranty...maybe that's why they won't take a look at it--LOL!!! j/k...

Guess I'll go try another dealership; I was sorta hoping to avoid doing that because the next closest dealership in my area is roughly 25 minutes away (the one I initially went to is less than 10 minutes away from my work), and if that dealership is anything like the one I went to, they probably don't do warranty work on the weekends either. 25 minutes may not seem like a lot to some of you, but when you only have your 1-hour lunch break to take your truck in and back...that doesn't leave you a lot of leeway as far as not getting in trouble at work is concerned.

five0_4tluv · May 26, 2006

i have similar issues with a dealer here. for days at a time my XM will have no signal for about 10-30 mins, then magically start working. never happens at the dealer so always get "unable to reproduce", they have replaced everything but the XM module, but won't change it until it fails completely. my drivers side folding mirror does not return to the saved position in the morning, so every morning i go through the dance to adjust. "we have done everything we can"

pwall · May 26, 2006

I just got my truck back from the dealership tonight at 8:30pm. It went in on Tuesday to get a universal joint on the front drivetrain replaced.

Took me this long to convince the dealership that the excession play was NOT normal.

Needless to say, I'm talking to the owner tomorrow.

ChevyTech007 · May 26, 2006

I just got my truck back from the dealership tonight at 8:30pm. It went in on Tuesday to get a universal joint on the front drivetrain replaced.
Took me this long to convince the dealership that the excession play was NOT normal.

Needless to say, I'm talking to the owner tomorrow.

Well first off, who the hell works to 8:30pm. 4:30 I'm puttn' my crap up. Next, you might want to make sure your problem is fixed before you go in with your ass on your shoulders. I can count the U-Joints I have replaced on front drive shafts on 4X4s on about 1 finger so be careful. Front differentials have know bearing problems. Please understand, I am just trying to help. When a customer comes in and tells what he whats replaced, I do just that. Then he pays to fix the problem.

pwall · May 26, 2006

I just got my truck back from the dealership tonight at 8:30pm. It went in on Tuesday to get a universal joint on the front drivetrain replaced.
Took me this long to convince the dealership that the excession play was NOT normal.

Needless to say, I'm talking to the owner tomorrow.

Well first off, who the hell works to 8:30pm. 4:30 I'm puttn' my crap up. Next, you might want to make sure your problem is fixed before you go in with your ass on your shoulders. I can count the U-Joints I have replaced on front drive shafts on 4X4s on about 1 finger so be careful. Front differentials have know bearing problems. Please understand, I am just trying to help. When a customer comes in and tells what he whats replaced, I do just that. Then he pays to fix the problem.

<{POST_SNAPBACK}>

The dealership that I take my truck to is open for service work from 7am - 9pm.

I didn't tell them to replace the universale joint, I told them it's making a noise and another certified GM technican with 30 years experience told me. They checked and told me no trouble. That took 1.5 days. I brought it back the same day and they checked again....oh look, the universal joint is bad.

So, you may not have replaced that many....I got the winner. Perhaps I should go buy a lotery ticket.

My point....shouldn't take 3 days to check and replace a bad universal joint. period.