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

[rcracedriver]

I had a dealer lend me a truck so that my club could have something to tow a trailer we needed out to the track for about 3 weekends. That goes beyond nice.

What about that infamous story the guy called Saturn customer service to help his daughter with a broken down car?

http://www.businessweek.com/innovate...021_798771.htm

Recently, a man called Saturn's customer-service number with a big problem: His daughter's car had broken down in Arizona, and she was stranded. He reported her location, her license plate number -- and the fact that her car was a Honda (HMC).

DIRECT ACTION. When the Saturn representative pointed this out to the upset father, he said "You're the company that cares about people, and that's why I called you." What would your company do? Saturn sent out a truck to pick her up, towed her Honda, and let her father know that she was safe.

Think about it: competitive brand, no warranty card, absolutely no reason to help. Except that there's no substitute for this kind of concrete action when it comes to creating a brand with real meaning. After hearing this anecdote, it's pretty clear what Saturn stands for.

[sstrailmontvett]

ill try the readers digest version of this story. i am a service manager of a chevy dealership in nj, on a mondaymorn about 2 weeks ago i get a phone call from roadside asst. they have a customer stuck in a new silverado classic z71. the customer asst rep tells me the customer is on the line with his cell on what is a 3 way call. customer tells me shifter is not doing anything feels loose. he is on a mountain and its cold and dark.i ask if he has a flashlight and can get under the truck. lead him to refasten his shifter cable under the truck that came loose from the cable bracket near the transmission. he fixes it thanks me and that when i find out hes on a mountain in baja mexico.gm roadside must have called the east coast until they found a dealer that was open and could help. i've seen alot but this was a new one

[01sunfire01]

i have never had anything but good servise with GM dealers. they are very good to me and they take care of me and dont try to rip me off. my friends chevy needed a tune up and so she brought it to carter chevy in manchester CT and they had the car all day because it needed to have the computer scaned and they fixed the proplem and the cars great now. my family has gotten 3 cars from that dealer and all great ones. the dealer i bought my G5 from lynch pontaic buick in manchester CT is also another great dealer. going in for the oil changes i just hang out and talk to the sales guys and then they call for me when the cars done and i leave. the other dealer is scranton motors they sell pontaic caddys and GMC and its right next to my work. when i had the proplem with the G5 they where very nice i had to car towed in sunday night and monday morneing i called and the told me to leave a number so i can be reached 30min later they call me tell me to come pick up my car is all set. on my break walked over and got my car and that was it. it was very quick and they have great additudes there. when i had to use the pontiacs roadside help the lady i was on the phone with was also really kind and was makeing sure she new where i was and if my car was off the road so i have nothing but good things to say about GM dealers there all very kind to my family. theres 1 dealer where we bought the malibu from its also a hummer dealer there a little stupid when it comes to ordering parts thats all.

[Powerflt]

I have a great story to tell about my experience at Husker Auto in Lincoln, NE. I took my 03 Cadillac DTS in because of a quiet, but very annoying metallic rattle in the dash around the speedo. I had taken the car to an Omaha Cadillac dealer three times for the same problem. That dealer kept throwing new parts into the car but finally gave up and said it could not be fixed. That is when I went to Lincoln to visit Husker Auto.

Husker took my car and had the tech tear it apart. He could not find anything and called me at work to ask if I could go on a service ride with him to point out the rattle. When I arrived at the dealership, I met the tech and we drove around for 20 minutes until the rattle reappeared. As we drove down the road he was disassembling parts of the dash board and localized the noise, it was coming from behind the steering column. We went back to the dealership, they put me into a brand new 06 DTS for the evening and homeward bound I went. The next afternoon the dealer called and told me the car was fixed.

Upon picking up the car the tech and service adviser met with me. The tech was so determined to fix my car where others had failed, he stayed until 11 PM working on it. In the end, a small metal piece near the shift indicator was rattling against the steering column. Some two sided tape and the dreaded rattle was banished forever! After almost $3000 in new parts, it was a piece of $.10 tape that solved the problem, and a dedicated service technician. [/size]

This is the reason I will buy my next Cadillac and other GM products from this dealership!

[johnmsp]

I've noticed that service at their many dealerships can vary greatly from one to the next. The place where I bought my impala had horrible service for fixing the car. I scheduled an appointment and ended up waiting over an hour and nobody looked at my car. I ended up leaving. When they did look at my car for other issues. They did a poor job at fixing it or said the parts were on back order and then never followed up with me on it.

However I have found a newer dealership near my home and they have been top notch. They fixed everything promptly and offered great service. The same parts the first dealership said was on back-order they had in stock and fixed the same day.

[ab348]

I have a good GM service story, made better because they fixed a bad service story.

I bought my 2009 Allure in July of 2009 brand-new from Carroll Pontiac-Buick in Halifax, NS. I had no knowledge of or experience with the dealer previously, and the sales experience was fine.

The car almost immediately evidenced a shudder when starting from rest with mild throttle pressure. It was originally misdiagnosed as a brake problem. After 4 repair attempts, this past June, Carroll determined it was an input shaft clutch problem in the transmission as per GM bulletin PIP4618. They had the car 3 weeks between waiting for parts and getting the transmission tech back from vacation.

The Carroll service department experience had been nightmarish on each visit, but when I picked the car up after 3 weeks in their shop it seemed to be fixed. The next day I inspected the car and not only found it filthy dirty as I had seen when I picked it up, but found damage under the hood, a wrench left in the engine compartment, and paint damage to the exterior. I was extremely upset to say the least. GM Canada got involved, and in July Carroll took it back for another week and fixed the damage.

Carroll went out of business in August. Right around that same time the transmission problem returned. At that point I was despairing about it ever being fixed right and was ready to unload the car, and even went so far as to get a trade-in appraisal at another Buick dealer in town on either a new Lacrosse or Regal.

In early September I took it to this dealer, MacPhee Chevrolet-Cadillac-Buick in Dartmouth, and told them about the bulletin and the problem. This service experience was the total opposite of my previous visits to Carroll. The service department was clean, big, and seemed well-run. The service advisor, Stewart Malloy, was professional and attentive. They communicated everything to me promptly, and ordered in the necessary parts. They had the car for 3 days after the parts arrived, and returned it to me clean and shiny.

Most importantly, they fixed the problem! The Allure now drives in a way it never had previously. The transmission no longer feels like it is slipping, and the torque of the 3800 feels like it is being delivered to the drive wheels properly. I now love the car. The experience at MacPhee is exactly the way it should have been handled by any dealer. I give them top marks and will definitely go back there when it is time for my next car. Well done!

[rc477]

Hi,

my local chevy dealer is called elkins chevrolet in south jersey. I was taking my young son to day care on a very hot summer morning 4 years ago. I noticed a bike behind me in the driveway and shut my truck off to open the garage door and put it away. I inadvertantly locked myself out of my truck and my wife was at work with the spare key. I called the dealer frantically asking if they could help me out and I told them what happened. I was ready to break the window. 5 minutes later a guy pulls up and unlocks the door and hands me the key. Said just go up to the shop and pay for it. i was like "no problem" so I go up to the shop to pay and the service manager said to forget about it glad we can help. They have always taken good care of me and my wife. We just bought an 11 traverse and they gave us the best deal in the area.

[bill55az]

We have a 2000 Impala LS, 3.8L engine, 83K miles, and in 12 years we have had to replace the ignition switch, one power window motor, heater core, and tie rod ends (did those myself). So 3 times we went to Axtell Taylor GM dealership in Logan, UT and NOT ONCE did they try to fix what ain't broke. We have gotten as high as 37mpg going from Logan, UT and Idaho Falls, ID and back, worst we ever got on a trip was 32mpg, but we were doing a lot of 75 mph speeds....
So now we also have a 2011 Impala LT.....and there I have a complaint....why no Impala emblem on the back?

[lt1george]

Cavallaro-Neubauer Chevrolet in Williamson, NY. Nice friendly, everyone smiles, no hassles. Treats people right. Highly Recommend this Chevrolet Dealer. Nicole Traas, Service Manager. This is how it should be.

[GM Customer Service]

Lt1george, your recent post brought my attention to this wonderful thread, so thank you! I'm going to document the positive feedback and if anyone would ever like me to officially document their great GM service story further, then I'm just a private message away.

Best,

Katie
GM Customer Service