Very Strange Call to Service on my Clutch Problems

dougnc · 10-13-2006, 11:14 AM

When I had my oil changed on Sept 6 I had them look at my clutch. They said they ordered a new clutch. I've been calling every week to check on it, but they started getting short with me, "We'll call you when it comes in!" sort of thing.

So I gave them a couple weeks. I called today, only this time the service guy passes me to parts. I figure it's a mistake, she can't find anything.

So after about an hour she calls back and says they forgot to order the parts. WTFart? Then she says they'll be in next week. It sounded a bit like they're ordering the pieces to the clutch, instead of the whole thing, tho, but I can't be sure.

I'm not complaining at all, if they fix it next week I'll be very happy! It's just this GM stuff is a whole new world to me, I'd like to know how to work with these guys.

Should I have done something differently?

Beach potato · 10-13-2006, 12:09 PM

Start documentation, get the fax number to the service dept mgr and send a letter by fax outlining what has happened so far. The Owner of the dealership will have an assistant, find out who this is and copy that person with your fax. Dont wait for them - be proactive. Good luck!!

WOW_FCTR · 10-13-2006, 12:31 PM

I've talked very friendly with my service writer from the very first visit and after a couple of visits I bought him a $40 gift certificate to a restaurant down the street. He has treated me very well since. When go outside to "check the vehicle", he then tells me what is really going on. Eventhough the owner has changed a bunch of rules (like they stopped dealing with any aftermarket warranties, except GM), this writer still handles my claims for me.

Now it's a shame that every in the service department knows me because I've been in there so much, but this morning I had a pleasant surprise because of it. I've had a vibration for about a week now...my guess was one of my rear wheels threw a weight (had new tires put on a couple of weeks ago). So I decide to take it to a place the does Road Force Balancing. When I walked in and asked the guy how much a Road Force Balance was, he responded "Is it for your SSR?" I looked around....you couldn't see my truck from where I was standing and he couldn't have seen my drive it up either.....SO I had to ask "How did you know I drive an SSR?"...he replied "I used to work at the dealership." I was in and out of there pretty quickly.....after work I get to find out if it was my tires or something else causing the vibrations (as I had other parts replaced yesterday as well)

So long story short.....find a friend (or 2) at the dealers

vettegirl · 10-13-2006, 12:51 PM

Quote:

Originally Posted by WOW_FCTR

I've talked very friendly with my service writer from the very first visit and after a couple of visits I bought him a $40 gift certificate to a restaurant down the street.

I have to admit we use the bribery scam too. We slip a little cash to the mechanic every now and then , and this has resulted in no trouble so far getting things done - even getting replacement door lock assemblies in warranty for Sinister after Lonnie shaved the door handles. Whatever works.

WOW_FCTR · 10-13-2006, 01:47 PM

Quote:

Originally Posted by vettegirl

I have to admit we use the bribery scam too. We slip a little cash to the mechanic every now and then , and this has resulted in no trouble so far getting things done - even getting replacement door lock assemblies in warranty for Sinister after Lonnie shaved the door handles. Whatever works.

Well after my warranty runs out, I'm going to have to find a local mechanic who will install parts I buy from Frank Belk and start treating him well.....the dealer will cost me too much for repairs.

XSELER8 · 01-14-2007, 01:20 PM

Quote:

Originally Posted by vettegirl

I have to admit we use the bribery scam too. We slip a little cash to the mechanic every now and then. Whatever works.

A Hundred "thanks you's" do not equal $10.

Focks · 01-14-2007, 01:24 PM

Huffines treats me very well, and in return I have treated them to tickets to the farm league hockey club, and even an SSR calender or two.

Asphalt_04 · 01-14-2007, 01:56 PM

It seems absurd to me that anyone would have to bribe a service manager or mechanic in order to get prompt, proper service for a warranty claim or paid service. I won't do it. If I get bad service, I complain (in writing) to the owner of the dealership and the manufacturer. At the rates dealerships are charging for labor these days, the customer deserves prompt, proper service without having to grease someone's palm with a bribe.
Just my two cents on this matter.

XSELER8 · 01-14-2007, 02:06 PM

Quote:

Originally Posted by Jax

It seems absurd to me that anyone would have to bribe a service manager or mechanic in order to get prompt, proper service for a warranty claim or paid service. I won't do it. If I get bad service, I complain (in writing) to the owner of the dealership and the manufacturer. At the rates dealerships are charging for labor these days, the customer deserves prompt, proper service without having to grease someone's palm with a bribe.
Just my two cents on this matter.

I agree with you 100%. However, I WILL tip the service writer & Tech for quality services provided. We tip in restaurants. I like to tip my Techicians for a job well done.. I would never bribe..it does no good. At my Ford agency I have to break the techs arm to take it. And Chevy the same way lately. They do appreciate it. And I would not ask for anything unreasonable to go along with that. Tipping doesn't obligate.

Asphalt_04 · 01-14-2007, 02:20 PM

I tip generously to waiters & waitresses for good service because most only make below the minimum wage (on an hourly basis) and depend on tips to make a living..

I don't tip service writers and mechanics because they make decent salaries. If I pay for "X" service at the posted rate, that is all that should be necessary to receive a quality job at an auto dealer. You may create a monster when you start tipping people that are not customarily tipped because they may begin to expect it every time and when they don't receive their gratuity, your service may become sub-standard..
Again, that's only my two cents. Your mileage may vary.

SSRENITY · 01-14-2007, 03:39 PM

When I feel I have received exceptional service I write a letter. The one below went to the owner of Denecker Chevrolet and a copy to County Tire. When I worked for IBM nothing meant more to me than to have one of my customers take the time to write a complimentary letter.

December 13, 2006

Ryan Denecker
14 North Main Street
Vergennes, VT 05491

Dear Ryan,

I want to let you know that I am very pleased with the way your service and parts department handled the situation with my 2006 Chevy SSR. There was a great amount of difficulty associated with getting the correct part from GM but your staff tenaciously kept up their efforts and I am happy to report that the shimmy problem I had with the truck is now gone. I also appreciate the fact that you utilized County Tire in Middlebury to mount and balance the special chrome wheel associated with my SSR. They were very professional and pleasant to work with.

Please pass my thanks on to Cliff, Tom and anyone else who I may have overlooked on your staff who I know spent a great deal of time getting my problem resolved.

Many Thanks!!

Sincerely,

Bagger · 01-14-2007, 04:12 PM

Quote:

Originally Posted by Jax

I tip generously to waiters & waitresses for good service because most only make below the minimum wage (on an hourly basis) and depend on tips to make a living..

I don't tip service writers and mechanics because they make decent salaries. If I pay for "X" service at the posted rate, that is all that should be necessary to receive a quality job at an auto dealer. You may create a monster when you start tipping people that are not customarily tipped because they may begin to expect it every time and when they don't receive their gratuity, your service may become sub-standard..
Again, that's only my two cents. Your mileage may vary.

I'll think twice before I do it again. I heard nothing but good things about one of the service writers and the techies at the Chevy dealer next door to me. This is where I bought the lemon SSR in July. Knowing how hard it can be to chase electrically problems, I dropped off a bunch of F-22 Raptor goodies (patches, stickers, pins, hats and coozies) for them after I got the truck back. I got it home and the rear release still didn't work, and I still had a tranny leak.

Ron · 01-17-2007, 09:19 PM

Back in the '70's I bought a new Opel station wagon from the Buick/Opel dealer in Tampa. I worked a four day week so I had plenty of time to take the car in for every little thing that went wrong. They had two service techs that were trained to work on Opels and they treated me very well. As an example, I took it in once complaining of a valve tick and they replaced all of the rocker arms and lifters.

I bought two cases of beer and put them in the back of the wagon. I went back to the service area and asked them to come out and see if they could figure out what was rattling in the back. I opened the lift gate and said "I'll bet that's what is causing the rattle. How about taking those out for me".
Wasn't a bribe but a thank you token. Either way, I felt good about it and the service techs always treated me like family.

Bagger · 01-18-2007, 08:47 PM

I like your LS2 logo. Is that an altered R from the SSR logo?

waysouth6speed · 01-18-2007, 09:51 PM

Quote:

Originally Posted by Ron

Back in the '70's I bought a new Opel station wagon from the Buick/Opel dealer in Tampa. I worked a four day week so I had plenty of time to take the car in for every little thing that went wrong. They had two service techs that were trained to work on Opels and they treated me very well. As an example, I took it in once complaining of a valve tick and they replaced all of the rocker arms and lifters.

I bought two cases of beer and put them in the back of the wagon. I went back to the service area and asked them to come out and see if they could figure out what was rattling in the back. I opened the lift gate and said "I'll bet that's what is causing the rattle. How about taking those out for me".
Wasn't a bribe but a thank you token. Either way, I felt good about it and the service techs always treated me like family.

I don't tip my "boys" at the dealership but I did something similar at Christmas. I pulled into the service drive at 4:45 on the friday before Christmas and just got out and waited till Miguel saw me and came over saying "is everything o.k? I said "You're not gonna believe this...(poor guy thought he was gonna have to stay late).... Here's your Christmas present! A bottle of Cabo Wabo and a gift certificate for dinner were the least I could do for someone who gives me such great service!