Quote:
Originally Posted by fastdriver
While that's true, I still think it is something that GM needs to check out. It's piddly problems like that that annoy the hell out of people who have to bring their car to the dealer, explain the problem, leave the car, get a ride home/work and then pick up the car and have them say "could not duplicate the problem"! That may well be true, but the fact is, the customer would not have brought the car in in the first place if there wasn't a problem! This could be a potentially serious situation if the wipers stopped working altogether. WHY not just replace the part in question and return the part to the manufacturer so they can test it at THEIR facility and see what the problem is? Then again, in this throw away society, no one can be bothered to see if there is a defect. Just throw the part out and replace it and hope the replacement one works better!
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But there are people out there that bring their car in becase they like to complain. They make up a small percentage of customers, but they do exist.
If the dealer really tries, I mean makes a really good effort to replicate the problem and they can't do it, then what are they supposed to do?
Just a replacement wiper arm costs GM like $15.00 Multiply that by 100,000 and thats 1.5 million dollars. It adds up quickly.
The problem lies with the dealers that don't make a good effort to try and locate the problem. That problem lies with GM because they don't pay the dealers enought for warranty work.
It is a complex issue but the answer does not lie within replacing every part a customer complains about if they cannot replicate the problem.
GM needs to come up with some kind of customer sercive program where they will cover 1 hour guaranteed of diagnostic time with a qualified technichian (not the oil change guy).
Also, the customer should be warned that they must pay a fee if the problem cannot be reproduced after working on the car for a certain period of time. Make the fee small so that it doens't hurt people, but make it big enought so that the consistant complainers will not show up like they do now.