GMI Asks: Have a great GM Service Story? Tell us about it!

[Ming]

So we've all heard the horror stories of service visits gone wrong from any number of automakers, but how about the really good ones?

Here's a great Pontiac service story from an old 'net friend of mine he posted here a couple of days ago regarding his 3-year old GTO that I thought you all might enjoy: Pontiac pukes in Pontiac. Pontiac performs philanthropy.

And another this week from one of our members about a great Chevrolet dealer visit: Yet another wonderful visit to the local GM service dept!

Have anything similar that you can share with us?

I once had my Chevy Express passenger van break down (fuel delivery issue) after a trip back from Japan. My other half and I had just been to the vet to pick up our two small dogs and went to crank up the van with no luck. It was hot and we were exhausted from the long trip, and I had already brought the van in for this issue once before. It was a Sunday, and I called my dealership. Amazingly someone answered, but the place was closed. They asked for my number and I gave it. I must have sounded irritable over the phone, because I was. I got a call back from the owner of the dealership, Parkway Chevrolet of Tomball, and next thing you know she's driving up alongside my van. The van was taken for service and we got a ride home. From that time on I've always given that dealership the first chance at my service dollars (even for other non-Chevy cars for non-warranty work), and new car sales as long as GM offers the car I want, that is.

What's your story? - Ming

[Lewie]

I love hearing stories like this, regardless of who the dealership/store/company is. It's just nice to hear of people going out of their way to help someone.

I always make sure to let the manager know whenever I've had a good experience at a store/dealership, and make sure the employee is praised (verbal, written, etc). It's always nice for a manager to hear how well his employees are doing, and it's especially nice for the employee to get a compliment and recognition from his manager!

[jwrebholz]

I'm afraid I have more bad dealer stories than good, but I don't have many stories at all. I take my car to a private mechanic 90% of the time.

There is one time though. I had a 1999 Chevy S-10 pickup. I'd only had it a month or two used, but it still had the factory warranty. It had about 20,000 miles on it, and the extended-cab door handle broke off. Literally snapped off in my hand as I was opening it. To say I was annoyed would be an understatement, and since I had nothing better to do that day I drove the truck straight to the dealer (Reliable Chevrolet in Albuquerque, NM--their service dept is good but don't ever buy a car from those ripoff artists!) The service manager took one look at the part and said "Wait here, I'll be right back." He came back about two or three minutes later with a mechanic and a new door handle, and ten minutes later I was on my way. I figure that's pretty good, considering I was expecting to lose it for the day.

[Ming]

That S-10 door handle thing is pretty common from what I've heard & read, jwrebholz. Even a couple of threads here at GMI on it.

[ChevyRules]

My local Chevy dealership is top notch. When our 2006 Equinox was having its whine issue keep coming back. They first thought it was a bad bearing. Replaced, noise went away. 3000 miles later noise came back. Replaced whole bearing assembly. Noise went away again. 3000 miles later the noise came back again( convenient that the problem comes back in time for the oil change right? ) This time the dealer was going to keep the 'Nox until they find the true cause. After 2 days they found out it was the rear driveshaft. Replaced it and the noise hasn't been back since.

[nascarnate326]

I to have herd more bad stories then good, though I do have one to contribute. Buddy of mine has a 2005 Cobalt SS/SC, and we were going to "finish" his factory tires. On the way to a place where we wouldnt get in trouble, his car lost 1st, 3rd, and 5th gears. I happen to notice, when this happen the miles were at 35998. We quickly pulled over. He was going to have the car towed 9 miles up the road to Team One Chevy, to avoid paying big bucks for tranny parts. We called Team One and they told us to just get it there and it would still be covered. So with 36007 miles on the car, they replaced the whole tranny for some silly amount like $75 and a 12 pack of Pepsi. I just thought it was cool how they saved my buddy the cost of a tow truck, and alot of BS. His car isnt drove lightly, but they sill replaced it. Things like this get respect from me. If I were to buy a new Chevy, it would be from Team One.

[NationsKappatol]

I have had nighmare stories trying to service the Solstice until I found someone who respects me and my car.

The first dealer I brought it to for an oil change promply put it on the wrong lift and bent two panels. The car spent two weeks in the body shop.

After complaining and complaining about that, I took it someplace else. The guy would not fix problems that he said were caused by my aftermarket mods, which they were not. He also charged me $80 for oil for a synthetic oil change. I get free oil changes with my GMPP.

I then had enough and asked on solsticeforum.com for a recommendation. There is a service manager who has rolled out the red carpet for me at Koons of Manassas. A schlep from Northeast DC but worth it.

I had an issue where my brake lights went out twice in the same week. I could not find the right fuse for it. I went to visit Jeff at Koons, and he knew exactly what to do and even handed mne a free fuse. He did not even know my address or phone number...he figured he would earn my business and he did. I went there for an oil change and he only charged me $30 for the Mobil 1. I am very happy with him and will continue to drive 1 hour and 15 minutes to see him.

[tom3]

Originally Posted by Ming

I once had my Chevy Express passenger van break down (fuel delivery issue) after a trip back from Japan. My other half and I had just been to the vet to pick up our two small dogs and went to crank up the van with no luck. It was hot and we were exhausted from the long trip,
- Ming

Driving from Japan I'd guess the salt water did it in? LOL (couldn't resist, now I'm banned?)

[SUPERBADD75]

Originally Posted by Ming

That S-10 door handle thing is pretty common from what I've heard & read, jwrebholz. Even a couple of threads here at GMI on it.

if you have an S-10 that hasn't had the handle break on the 3rd door, that would be extremely rare. every one i've seen so far has had the broken part. sometimes it's the clips that connect the handle to the rods, sometimes it's the handle itself, but it happens on nearly every one.


from a service standpoint, i know we try to help every customer we can here, and sometimes it means we must "goodwill warranty" something. a lot of times if a problem is documented in a car but not found and fixed, we'll take that into account even after the warranty has expired. GM's warranty reps, from my experience, are typically reasonable people and understand that fixing a problem for a customer with no hassle may be the difference that brings them back for another GM product. the sad part is that there are many dealers that don't seem to get that, or don't care. our philosophy is that spending money to keep a customer is a lot cheaper than losing that customer to another brand/dealership.

[AndrewGS]

Back in 2002 I was driving my 2000 GMC Sonoma home from work (a Nissan/GM dealer) on a friday. About a mile from work I went to slow down behind an 18-wheeler and I had no brake pressure. I downshifted to second and used the parking brake to slow down, pull over into a parking lot and stop. I looked under the truck and I lost all the brake fluid from the passenger's side front hose.

I called my father and he met me and I moved the truck to a parking space I felt safe leaving it in overnight. Late the next day I took my father's Suburban and rented a U-Haul trailer, went and got my truck and towed it to my GMC dealer, Beck & Masten. I left the keys with the receptionist and called monday morning to see what they could do.

The truck had just over 38,000 miles on it and was therefore out of warranty, but the dealer said since it was such a major issue they'd take care of it. I went back two days later to pick up my truck and they asked me if I had changed the pads and I said yes, so they told me I might have twisted the hose and it rubbed against the lower control arm and made a hole, but they fixed it anyways as well as replaced my slightly leaking original battery and battery cable. I was quite pleased since the battery was almost two years old and I'm sure about to die.

Pretty much every time I've had them service either of my two GMCs I was a happy camper. Since then I've sent them lots of business.

Originally Posted by Ming

I once had my Chevy Express passenger van break down (fuel delivery issue) after a trip back from Japan. My other half and I had just been to the vet to pick up our two small dogs and went to crank up the van with no luck. It was hot and we were exhausted from the long trip, and I had already brought the van in for this issue once before. It was a Sunday, and I called my dealership. Amazingly someone answered, but the place was closed. They asked for my number and I gave it. I must have sounded irritable over the phone, because I was. I got a call back from the owner of the dealership, Parkway Chevrolet of Tomball, and next thing you know she's driving up alongside my van. The van was taken for service and we got a ride home. From that time on I've always given that dealership the first chance at my service dollars (even for other non-Chevy cars for non-warranty work), and new car sales as long as GM offers the car I want, that is.

Was that before or after they moved to the new location? I've heard they've lost some of their "small town" qualities since they moved to the big building, but I don't know how true that is.

[Whitesky]

Taking my Sky in for some minor cosmetic problems that they should take care of for me. Hopefully I'll have a story to post for you in a week.

[nascarnate326]

Originally Posted by Whitesky

Taking my Sky in for some minor cosmetic problems that they should take care of for me. Hopefully I'll have a story to post for you in a week.

Saturn of Grand Leadge....great guys.

[Ming]

Originally Posted by AndrewGS

Was that before or after they moved to the new location? I've heard they've lost some of their "small town" qualities since they moved to the big building, but I don't know how true that is.

Might be a good point. That was before they moved.

[TORRED1]

My local dealer has taken care of me, they resolved a E-brake that went bad, but beyond that, last August just before I took a trip out west in my GTO, i changed the oil and discovered that my battery was leaking and corroding the battery tray. I had the car almost 2 yrs and did not expect to have the battery replaced under warrenty, kinda like the tire thing where they will tell you to take up any problem with the mfr of the tire. To my satisfaction not only did they replace the battery, but they also replaced the battery tray, a front sway bar bushing clamp, and the battery blanket that were ruined by the battery acid. this is the kind of service that will keep me comming back and that GM should be giving to everone, the dealer is Bowser Pontiac, they are a mega dealer they also sell Buick, Subaru, Hyundai, GMC, and they purchased the local Olds dealer and now sell Cadillac . I have been happy with their service and the extra effort put forward to take care of the customer

[IAMCANADIAN]

We've always had great service at the Saturn/Saab dealer and my nearby Pontiac dealer when I had the Alero. I haven't had to have anything done for my Grand Prix since I've bought it (even oil change since it won't need it for another 1,000 kms).