Tsb On Ebony Seat

jrrod2004 · April 3, 2008

Regarding the address and attention to the CEO, it will more than likely be routed to the corporate customer service department (the 15 or so call center reps that are actually employed by GM and not an outside vendor). I know because I used to setup, participate, and facilitate the conference calls between GM, the SM, customer and tech here in the SW region. You can write, call, email, fax, or use whatever method that you want to utilize to complain, it will end up in one of the three areas: 1) General CAC (Customer Assistance Center - Most likely) 2) Executive CAC (Customer Assistance Center - If you write to the CEO) 3) Premium CAC (If you have the Ambassador 2 number and/or you own either a Cadillac, Hummer, or a SAAB). It is then routed from one of these three departments to the dealership (usually a phone call) and then the DVM is contacted. Once the DVM is contacted (Never direct live unless an emergency, voicemails are usually left), the DVM forwards the case over from his office (out in the field where all of you guys live) to the Austin or Detroit or Phoenix Regional Field Offices. At that point, an employee (like myself) would review the case, see what the true status was from the OEM supplier, production line, and call back the DVM (again leaving a voicemail) advising of what is the recommended recourse of action should be. In addition to the voicemail at the DVM's field office, a call is made to the SM, advising him/her to call the customer to setup a conference call. Call time is then setup, call is executed, logged, notated and then filed; anywhere from 7-15 BUSINESS DAYS to allow for additional solutions to be obtained by engineering. If necessary, a copy is sent over to BRC (Business Resource Center - fancy name for Legal) and ADR (Advanced Dispute Resolution - used if the BBB gets involved).

WHEW, that took alot out of me just typing my former job function. hopefully this will provide some insight as to what REALLY happens with your complaints. By the way, I will notate that GM CORPORATE only reviews the mass complaints at home office (Detroit) once every quarter or twice a year.

to give a typical idea, I usually handled anywhere from 8 conference calls a day to 25. Depended on the problem and the solution that was found (if any).

jrrod2004 · April 3, 2008

Sorry for the long post, but I figured it would serve the family best if everybody actually knew how GM handles these types of cases. The irony is when I was leaving (late last year), I remember hearing that the whole process was going to be streamlined....so this may be out of date, but judging from what I am hearing, it does not sound too different from what I am used to seeing. By the way, did any of your case numbers issued by CAC start with 71- or 1-?

tobias · April 3, 2008

71-589599564

What's up?

jrrod2004 · April 3, 2008

just looking at your case number, it tells me it is low priority the 5 after the 71- means that it started in regular CAC and it is working its way 'up the food chain'. I can almost guarentee that it will 'float' around the system for several months before it is 'offically' reviewed. Sad isnt it. The only reason I asked about the case number is the old scheme of what the numbers actually meant. The funny part is not even the GM DVM knew about this setup, it came directly from the IT gurus (IBM Contract). I just tried to look it up, problem is I am not affiliated with that dealership (BAC - Business Associate Code) and I cannot see the actual status. I was always forwarded the cases, never looked at them unless they were directly assigned to my BAC and not the dealership (or they were changed in the customer service dept)

jrrod2004 · April 3, 2008

I am glad you didnt tell me it started with a 1-, because that would mean that you called it in on the old system (right after the NBS was released) and that you have been dicking with GM right from the start of the NBS model year launch

tobias · April 3, 2008

just looking at your case number, it tells me it is low priority the 5 after the 71- means that it started in regular CAC and it is working its way 'up the food chain'. I can almost guarentee that it will 'float' around the system for several months before it is 'offically' reviewed. Sad isnt it. The only reason I asked about the case number is the old scheme of what the numbers actually meant. The funny part is not even the GM DVM knew about this setup, it came directly from the IT gurus (IBM Contract). I just tried to look it up, problem is I am not affiliated with that dealership (BAC - Business Associate Code) and I cannot see the actual status. I was always forwarded the cases, never looked at them unless they were directly assigned to my BAC and not the dealership (or they were changed in the customer service dept)

BlownChevelle · April 3, 2008

This whole situation is just sad.

dannynoonan · April 3, 2008

71-613891534

I guess this means I am significantly more important than Daddy. I really get that impression when I am on the phone with GM.

tobias · April 3, 2008

71-613891534

I guess this means I am significantly more important than Daddy. I really get that impression when I am on the phone with GM.

Remember, people strive to be number 1, not number 6!

Yo, M.Cueva, is it an ascending or descending order of significance we're working with here?

dannynoonan · April 3, 2008

Are you trying to imply that bigger is not better? That's just not American.

jrrod2004 · April 3, 2008

haha it is 71-1 (usually means executive cac - highest priority) and 71-9 (regular cac - lowest priority), think football.......when you are number 1, you are top dog

jrrod2004 · April 3, 2008

I will call to see if that ordering number has changed......

jrrod2004 · April 3, 2008

bu the way, everybody is on the right track though, IF you manage to flood the entire system with complaints, ie every other case is about this issue, then GM will have no choice to address it (remember the piston slap or the injectors on the DMAX back in 2001-2004 models or the rear disc brakes on the earlier GMT800 series? those got huge complaints and were addressed)

jrrod2004 · April 3, 2008

just got off the phone with my old field assistance dept (IT division) and they said that this was one of the things that were 'overhauled' with the 'streamlining' of the complaints filed, no more numbers game (at least with the case number), the process is now "First Come, First Served"

(Highest being most important)

1) Executive CAC (Complain to coporate)

2) Premium CAC (Complain to CAC about your Cadillac, Saab or Hummer)

3) Complain about any other vehicle (yes Corvettes are Chevrolet, so they get the LOWEST priority, ironic huh).

No more hidden number game, as this allows the Field Assistance Team to take a more 'common sense' approach to cases; First Come, First Serve. IMHO, that ****ing process should have been implemented a long time ago... I know that when YOU buy a truck off the lot, they dont say....'wait we are going to get the customer that has the cashiers check and is ready to drive off the lot and take care of him first...since you dont know what you want just yet." I guess GM finally said, 'Hey, we will implement the same system that is used to ORDER new truck off the line by customers....FIRST COME, FIRST SERVED!!!!" DUH!!!!!!!!!!!

Sorry guys, I was wrong in the information that I gave the family, that system is now out of date and has been replaced by the "FIRST COME, FIRST SERVED" system...........

If only I had stayed a little longer to enjoy this new system