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.