To begin, I have been a loyal Chevrolet customer basically my whole life. Starting 10 years ago, I began to buy a new Silverado and Corvette at least every three years or on the onset of a new body style. Generally I buy a new truck every 1-2 years as I put a lot of miles on my vehicles. I flew across the country in July of 2013 to get the very first 2014 LTZ Silverado. To say it was a lemon is an understatement. After taking it in to fix all those bells and whistles I paid so much for, and the service at many different dealerships being so poor that I rode around for 36,000 miles in a truck with a broken seat... I gave up and traded it in for an ugly Dodge Ram a year ago. Its sore on the eyes, but its reliable.
As I cant imagine NOT owning a Corvette, I traded in my C6 Corvette for the C7 Stingray a year ago. Its a beautiful car, but prior to my first oil change I started having similar issues as I did with my Silverado. My touch screen navigation system shorts out and stays blacked out for extensive periods of time. Its annoying if you are driving 600 miles and you cant end your program navigation so every 15 seconds it say 'make a U-turn when possible'. My back up cameras malfunction and give me warnings that they need to be serviced. Just like the Silverado... I make an appointment for an oil change and to fix whatever widget is broke this 5,000 miles and I pick it up a day later and the receipt just says 'oil change' with no other repair. As I am now just shy of my warranty expiring (24,000 miles) I take it in and low and behold my 10 videos don't count of my radio not working... and it doesn't do it for the 10 minutes the technician runs the vehicle... so therefore it cannot be fixed. In fact, my husband waited for the car for FIVE HOURS as they ran a patch and conveniently wiped out the error codes and therefore there is nothing they can do. My receipt is for an oil change so there is no record of the 24,000 miles I rode in a BRAND NEW CORVETTE without the use of the nav system and radio and what seems like a constant annoyance in... let me say again... a brand new freaking corvette!!!!!!!! More so, the technician had a complete attitude with my husband. And when I left bad customer service survey, the manager was also rude and acted pissed off. He said we 'didn't give him a chance to fix it." Apparently the four appointments without an attempt was not enough chances. They have had my car for 5 days, with no intentions of fixing it, and want to give ME an attitude???? When I am without my car... AGAIN!!!!!!!
Its not one customer service department or dealership. I move non-stop for my job (which is how I put 40,000+ miles a year on my vehicles). From Jackson MS, Rosenberg TX, and Sugarland TX I have seen (4) different dealers. I have expressed my unhappiness, my expectation, the fact that it hasn't been fixed and yet I am always blown off.
So... do the math Chevy. I spend a minimum of $120,000 every three years on your vehicles. I'm 37 years old. I will be trading in my Stingray for an uglier (and yet I hope more reliable) Viper. I am no longer the loyal customer which I figure results in $1.6M loss in revenue over my lifetime. I don't have time to chase Chevrolet around to fix their products. In my opinion, at 5,000 miles your customer service should have experienced some shame that a $70,000 car screen wouldn't work and fixed it. But instead, you let the paying consumer drive it like that for 24,000 miles. 4 failed opportunities for appointments made at TWO different locations.
My commitment to you now, is to explain to you why your brand is crumbling: Customer Service and Quality Products. Furthermore, I now feel committed to sharing my experience and dissatisfaction with your brand to my community. With the Silverado, you had the opportunity to make things right with the "Chevy Buy Back Program." And you did not. Had it been one bad experience, I may have been forgiving. But a 2014 Silverado coupled with a 2014 Stingray points to a larger problem that you probably need to address. As is evident every time I am sitting at your facility, waiting for my vehicle to NOT be fixed AGAIN... I am always completely surrounded by people with the SAME EXACT ISSUE- Constantly having to take back their vehicles to be fixed... in which case they don't get FIXED until it is out of warranty. UNACCEPTABLE!!!!!!!