Quote:
Originally Posted by unkillsam
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.
|
WHAT! I NEVER knew ANYONE who ever wanted to bring their car in to a dealer just because they like to complain. I cannot even imagine such a person. If such nut cases like that exist, then just ignore them because they'll NEVER be satisified.
Quote:
Originally Posted by unkillsam
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?
|
MAYBE get the factory rep involved OR use their GM computer to contact GM engineering and see if there is a pattern of problems like this popping up OR let GM contact the manufacturer of the interval wiper module to inquire about any problems OR let THEM know that there is a problem with their part. Telling a customer you cannot duplicate the problem is understandable if it's intermittent, but that does NOT solve the customer's problem. REAL customer service goes ONE step farther to try and resolve the problem and not just fluff it off. That's the difference between a good service department and a lousy one! There are enough lousy ones out there. We certainly do not need anymore!
Quote:
Originally Posted by unkillsam
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.
|
ALL the more reason to get to the bottom of the problem before it becomes this big!
Quote:
Originally Posted by unkillsam
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.
|
Then, maybe all the dealers need to get together and let GM know that there is a problem with their reimbursement rates for warranty work.
Quote:
Originally Posted by unkillsam
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.
|
I agree, but the dealer does have to make that extra effort to look into the matter for the customer.