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Careless and unreliable Chevy service

3230 Views 38 Replies 20 Participants Last post by Purple Penelope, Jul 15, 2005

Rollex

Discussion Starter · Jun 19, 2005 (Edited)

I recently took in my 04' ssr for an oil change at my nearby Chevy Service center. I had dropped er' off at 8am and picked it up around 12. It wasn't until later that day when I dropped the car off at my storage garage downtown that I openned the hood to much discgust. They had torn the black fabric cover on my hood where you prop up the hood. Then I look down to the black plastic covering around the SSr logo housed in the middle of the engine that I saw a large chemical stain that will ot come out. :banghead. I went over and talked the manager/supervisor at the service and told him what had occured. The peice of garbage looks at like me like I'm lying thru my teeth about the whole incident. :mad. I didn't have my SSr with me when I went back since I had just finished storing it when I discovered it. I'm going to take it in next week and see what comes of it.

Has stuff like this happenned to any of your cars when taken in for "service"?

21 - 39 of 39 Posts

G

· #21 · Jul 1, 2005

Protect your rig...

I still cringe when I go to the dealer for service. A couple things...

1. Get to know the guy at your dealer. Call first, get his name. Get on their mailing list for oil changes etc. Call him by his first name and give him yours. My chevy dealer and I get along pretty well.

2. If you can, bring a book and sit in the waiting area for your car. This is a calculated risk. You don't want them to hurry, but you want them to know that you have nothing to do while your baby is in the shop.

3. Wash your car and clean the inside before you take it in. New looking cars get like new treatment.

4. Wipe down the engine area before going in. That way, you've looked at it at least once and it will look tarted up for the wrench-turners.

5. Learn to change oil yourself. You will always be certain you are getting the oil that you are buying (and not cheap brand X). *And* you can send your oil samples to someplace cool like Blackstone labs and for $20 get an oil assessment.

You results may vary, but these have always worked for me. In fact, they will even coach you on service. I once over-filled my 134a and they straightened me out free of charge (on a chevy venture, though)

My first post--I've got that feeling :thumbs

Doug

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BlastfromPast

· #22 · Jul 1, 2005

Vaquero said:
My first post--I've got that feeling :thumbs Doug

Welcome!
Doug, your first post is a dandy! I have worked at a GM dealership in the past, and your advise is spot on. Not confrontational in any way, but certainly swaying the odds of more professional service in your direction.

Once again, welcome aboard!

Blast

Rollex

Discussion Starter · #23 · Jul 13, 2005

I went down to the service center today to find out what they were going to do about my ripped hood fabric and chemical stained engine cowl that they damaged while servicing a few weeks back. They absolutely refused to admit they did it. They ended up saying, with a @#$-poor attitude, that: "We didn't do it but it looks like we'll accept the blame and replace it...." God, these guys are just asking for it... :cuss :boxing

JimGnitecki

· #24 · Jul 13, 2005

Rollex: INSIST on replacement of damaged parts. The Santa Fe dealer that ripped my hood insulator with the prop rod ended up cutting me a check for the MSRP of the replacement insulator.

This is a COMMON error made by Chevy technicians, and they DO pay.

Jim G

wildcat66

· #25 · Jul 14, 2005

Do these techs think we don't know our rides Stick to your guns and get it replaced!!!

Rollex

Discussion Starter · #26 · Jul 14, 2005

I argued with them and they have begrudgingly agreed to replace the parts...But they have poor business methods down there. It was like pulling teeth :mad

JimGnitecki

· #27 · Jul 14, 2005

Rollex: The way you handle this is by:

1. Meeting with your service manager or general manager and telling him how you cannot in good faith give the dealership good scores on the service survey you will get from GM, and wish you could, but it would require his people changing their approach

2. If he does not respond to that, go to a different Chevy dealership. Life is too short to deal with losers.

Jim G

kwhopper89

· #28 · Jul 14, 2005 (Edited)

Might I add...

I've had my share of service folks that were less than helpful - OK, the last dealership ripped the insulated cover too. BUT, IF you do get exceptional service - a hand written letter/note to the Service Manager or General manager really does go a long way! (I think it was Wildcat that takes cookies in for the service dept - that works too!)

The current dealership I patronize was more that helpful in my last service visit - and I made sure to send kudos. Now when they see me coming - I get red carpet treatment. Heck I was filling my Roadster up in the small town (Reedley) where the dealership is - a couple blocks away - and looked up to see the Owner of the dealership pull in - just to say HI - and give me an update on my order!!! (These are the folks that I am buying my HHR from...)

Speaking of HHR - it has struts...

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Marc NY

· #29 · Jul 14, 2005

Side Note

kwhopper89 said:
... (These are the folks that I am buying my HHR from...)

Speaking of HHR - it has struts...

Hey Keith,

I think you will really like the new HHRs... I sat in one at our Plant and I liked it a lot. Nice touches on the interior and plenty of room for us taller guys! :thumbs

msears

· #30 · Jul 14, 2005

My Experience

A week ago I took my baby into for service.

They miss diagnosed a problem, with and imiginary feature/part (see skip shift thread) on my six speed manual transmission

They never called me to tell me truck was ready. I showed up at closing to get it. :cuss

I have lodged several complaints, and calls are not returned. the only guy I can get on the horn, is my sales guy. He tells about all the cars they are selling, and how busy the service department is preping cars for delivery, and that is why they do not have time to return my calls, or call me when my truck was done for service.

So apparently it is more important to sell cars than fix them. My blood was boiling when they never called to tell me my truck was ready, but now that I find out service is second to sales. :cuss I am speechless

This the first Chevy I have ever owned. I love the SSR, and everything about it. I have to say I am not impressed with their service ethic. This is the worse service, I have ever had.

Is there a way to check on a service department rating? I'd really like to find a good one.

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Marc NY

· #31 · Jul 14, 2005

Being a Good Customer does work!

msears said:
... This the first Chevy I have ever owned. I love the SSR, and everything about it. I have to say I am not impressed with their service ethic. This is the worse service, I have ever had.

How to be a satisfied customer!

You are wondering why should I have to know how to be a satisfied customer heck I am the one with the money and they should bend over to make me happy right? Please remeber you are dealing with people and don't we all like to be "appreciated"? So here are some of my helpful pointers to get the most out of your new sales, service personnel and dealer(s)

First I have learned the very best way to head off poor service is to get to know your dealership people. Getting that extra “great service” is just usually as simple as being courteous and friendly. You might laugh and said I am always nice etc... but bear with me here. Try to always say Hello with a sincere smile and a pleasant "thank you" for your time, help and assistance it surely goes a long way. Usually a friendly "how are you doing today"… breaks the ice and helps significantly especially if the service person has been having a bad day or week.

Secondly make sure you not only talk to their Service personnel but those guys/gals that work behind the counters whom I call the "hidden" parts people. They like to be recognized and treated nicely too!

To give you one example I just brought my new 06 Hummer in for service yesterday at a dealer that I have never had serviced preformed there before. Since I was getting some new mud flaps installed I first went to the parts desk and talked to the guys for a few minutes before my truck was serviced and chatted with them and asked if I was able to get a small discount. They said they would be happy to help me out. Then I went to the service rep and asked him if I could get a “good will” discount perhaps on my installation since I had waited an extra 3 weeks to get my new truck. The service writer said he would check with the manager and let me know later. Low and behold when I got back to pay for my services not only was the parts discounted but there was N/C for my installation. The Manager had waived the installation charges for me. :thumbs

Lessons to be learned... treating all the sales, service people and managers with respect and interest you will find that they in turn will usually "bend over backwards" to show you their eagerness to keep you as a satisfied customer. It is much easier to deal with a friendly smile than an angry and upset customer. :thumbs

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wildcat66

· #32 · Jul 14, 2005

I agree that you sometimes have to treat them nice first before you get treated nice back. It does sound backwards but put yoursef in their place of dealing with hundreds of people in person and on the phone all day with out one nice word or attitude. I am on very friendly terms with my sales, tech and parts guys, They all know what I drive and how much I love it.

They installed my new gas pedal at no charge and it took at least 20 -30 minutes. I brought them cookies as a gift. Now I get hugs and they know me by name.

comley

· #33 · Jul 14, 2005

no hugs

wildcat66 said:
I agree that you sometimes have to treat them nice first before you get treated nice back. It does sound backwards but put yoursef in their place of dealing with hundreds of people in person and on the phone all day with out one nice word or attitude. I am on very friendly terms with my sales, tech and parts guys, They all know what I drive and how much I love it.

They installed my new gas pedal at no charge and it took at least 20 -30 minutes. I brought them cookies as a gift. Now I get hugs and they know me by name.

Somehow I don't think I would get the same response as you if I passed out cookies and tried to hug everybody at the dealership! :jester :lol :lol :lol

JimGnitecki

· #34 · Jul 14, 2005

USE that mail-in service survey that you get after every service visit to a Chevy dealer. I am told that if you give them ANYTHING less than perfect scores on EVERY question, it costs the service advisor and dealership money. Discuss with an errant dealership how you will respond to that survey,unless they fix whatever problem is bothering you. If they still don't respond, they DESERVE the punishment from GM, and you should feel no guilt.

Jim G

C.C.Rider

· #35 · Jul 15, 2005

G.M. Service

We purchased a new Cadillac and on the second oil change at the dearship they left the filler cap off and the hood liner was soaked with oil. They said that they would order a new one and call me when it came in. They never called and I don't go there anymore.

We purchased a new Yukon XL that after 22,000 miles developed a steering problem. A different dealership told us that there was a service bulletin out on it but the parts were on back order. I called 1-800 G.M. and the dealer called back right a way to say that he had found the parts. When I came to pick-up the vehicle I showed the service manager where the tech. had scratched the painted top of the bumper by standing on it.

When I went to buy my SSR. the salesmen asked if he could help me and I told him that I would like to me the sevice manager. The service manager introduced me to the the tech. that had been trained to service SSR.s So thats where I bought.
Wish Me Luck C.C. Rider!

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Rollex

Discussion Starter · #36 · Jul 15, 2005 (Edited)

These guys can't get it together...

Get this everybody......

The replacements parts that the "service" department ordered came in this morning and they were the wrong things. Instead of an engine cowl I got a engine belt cover and an 05 hood fabric instead of an o4. I was going to just take the 05 hood insulater but they said since they got the other part wrong that they might as well send that back too, to get an 04 instead. I swear...these guys have their heads up their @#$%'

When and if the right replacement parts come in, I'm installing them myself

I

Rollex

Discussion Starter · #37 · Jul 15, 2005

Marc NY said:
How to be a satisfied customer!

You are wondering why should I have to know how to be a satisfied customer heck I am the one with the money and they should bend over to make me happy right? Please remeber you are dealing with people and don't we all like to be "appreciated"? So here are some of my helpful pointers to get the most out of your new sales, service personnel and dealer(s)

First I have learned the very best way to head off poor service is to get to know your dealership people. Getting that extra “great service” is just usually as simple as being courteous and friendly. You might laugh and said I am always nice etc... but bear with me here. Try to always say Hello with a sincere smile and a pleasant "thank you" for your time, help and assistance it surely goes a long way. Usually a friendly "how are you doing today"… breaks the ice and helps significantly especially if the service person has been having a bad day or week.

Secondly make sure you not only talk to their Service personnel but those guys/gals that work behind the counters whom I call the "hidden" parts people. They like to be recognized and treated nicely too!

To give you one example I just brought my new 06 Hummer in for service yesterday at a dealer that I have never had serviced preformed there before. Since I was getting some new mud flaps installed I first went to the parts desk and talked to the guys for a few minutes before my truck was serviced and chatted with them and asked if I was able to get a small discount. They said they would be happy to help me out. Then I went to the service rep and asked him if I could get a “good will” discount perhaps on my installation since I had waited an extra 3 weeks to get my new truck. The service writer said he would check with the manager and let me know later. Low and behold when I got back to pay for my services not only was the parts discounted but there was N/C for my installation. The Manager had waived the installation charges for me. :thumbs

Lessons to be learned... treating all the sales, service people and managers with respect and interest you will find that they in turn will usually "bend over backwards" to show you their eagerness to keep you as a satisfied customer. It is much easier to deal with a friendly smile than an angry and upset customer. :thumbs

I've chatted and been friendly with the service folks at my service center as well but to no avail it seems...It shocks me that these people can hold their jobs with this kind of stuff happening. They must be doing this kind of shotty work to other customers as well.

G

· #38 · Jul 15, 2005

msears said:
A week ago I took my baby into for service.

This the first Chevy I have ever owned. I love the SSR, and everything about it. I have to say I am not impressed with their service ethic. This is the worse service, I have ever had.

Is there a way to check on a service department rating? I'd really like to find a good one.

That is a good Question. Is there? Inquiring SSr's want to know. There should be, Kinda like feedback on sellers on other sites. Would not be that hard if you had a listing for every chevy dealership, A rating of 1 to 5 or 10. I would give my dealerships service dept. a 10 I believe :flag :ssr :seeya .

Purple Penelope

· #39 · Jul 15, 2005

Gotta laugh at some comments...

because I've seen the same thing. Cupholder mount on the passenger side is broken. Order the console side panel. Parts in, I go in, wait 1.5 hours and they tell me the ordered the dash cupholder.

Reordered, parts in, I go in, ask if the right part is there. Yep. 1.5 hours later they bring the panel to show me that someone put the mounting piece on sideways. Really busting a gut w/o showing it....they ordered an '05 panel instead of an '04.

Appointment for Thursday last week, cupholder change AND windshield replacement for gap in the antenna. Call me home thursday morning, don't come in because its raining. Windshield guy says if water gets in the seal the windshield might leak, and they don't want me to have to come back AGAIN to get it fixed!!! Honestly, this must be a comedy routine.

Before leaving they said make an appointment for this Tuesday. OK. Do both repacements at once. We'll give you a loaner. OK. Now Tuesday is the first work day after DENNIS' visit...I call...don't come in today the windshield guy can't do your windshield. What happened...not sure, can't get a hold of the glass guy. How about Thursday?? I said the weather will be OK, will the glass guy be OK?? He better.

Today I go in. Sunny day, 1 adversity defeated. My service advisor, bless her heart, tells me we're Good to Go. Gives me the loaner, a trailblazer, at which point I start laughing, thinking about Jim G's situation when he got a TB for a loaner.

I told the advisor I expected my time card in the rack tomorrow so I could punch in and I'd be on the payroll I've been there so many times. She said the guys in the parts department call me her "boyfriend" I've been there so many times.

Seriously, they know I know that question 16 on the survey is "Are you completekly satisfied with the service you received" They also know I have received two surveys which I have not sent in. I said I won't lie, but the service advisor isn't responsible for screwups outside her area, but suffers the bonus loss when I right anything except "Completely satisfied" Maybe I should call it the way it is....but I'm sure the red carpet wouldn't be out there for me...as it has been until now.

P/P

Peace :flag

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