Domestic dealers service make me want to run screaming from buying another

[kwtoxman]

The service I get at domestic dealers makes me want to run away screaming from every buying another domestic vehicle.

Bad service. Consistenly bad service. Incompetence. A few examples.

I took my gxp in for a few warranty fixes and oil change before winter here. I took it to the dealer where I purchased it because I have a free oil change coupon. Even though service there has not been optimal.

This time, I took it in about 1.5 weeks ago to have them check the issues and order the parts for a subsequent appointment. I showed the dealer the door striker issue and a completely ripped elastic on the top on on side. The service advisor said take it to their body shop. Okay, it's 5 minutes away, but not big deal. I still felt that this was not a bodyshop responsibility. At their bodyshop I the manager agreed with the two issues, took pictures and told me that they'd get fixed. Although it would be done at the dealership service not by the autobody shop. A week later no call yet. I call the autobody shop to find out what is going on.... and had to leave a message for the manager because he wasn't in. 4 hours later the dealer service department phones me to book an appointment for the issue. I take the car in 2 days later to the service department. Guess what. They didn't know what the specifics were on the issues, had no records and hadn't ordered any parts or made any appointments to get the top fix in. . I make sarcastic remarks about their service (lack thereof) noting why they hell they can't communicate between issues and that I already had the car in a week ago to get the parts ordered and the service booked. I got a monotonic apology and that was it. The oil change was done, but the top fixer could not come in until the next day to fix it. So I couldn't get the car top fixed and pick up the car until the next day. And then the door striker wasn't in stock. So that still isn't fixed and I'm waiting for it to come it. They said they want me to bring the car in to have them replace the door striker (two bolts). I said I'd like to bring it in but the car is going away for winter very soon, especially if the weather continues as bad as it is. And if that was the case I will take the striker from them and install it myself. They aren't overly keen on that, but I said I'm not going to drive the car after it snows to their shop, especially considering their poor service in getting it ordered. Sad stuff.

The last time I had it at this dealer for the pinion seal they replaced the fluid in the diff at my request, but didn't add any additive (at my request), and then swore it didn't need it. It took my own initiative to find the TSB here to show them that they were wrong. Sad when a customer knows more than the dealer. And a hassle to go back again on my own work time and dime. And it isn't great for the limited slip to be driven without the additive.


I have no luck with domestic dealers at all.

Another example. I took my truck into the ford dealer for a scheduled appointment oil change, waiting there. It took 105 minutes for an oil change. After some pointed complaining I got the oil change for free at least. It was even sadder when the dealer brought out the wrong vehicle from service to give to me.

The previous time with this dealer and my truck I had it in to get some front end work. They called me that it was done. When I went in to pick up the truck the service advisor realized they forgot to replace the lower ball joints. . Another apology and was told it would take another 4-5 hours to fix that error.

Again, I hope manufacturers realize that many of their dealers are killing their reputation. I know many import dealers are not any better. But it doesn't take a rocket scientist to realize that my solstice and F150 are not as reliable as the import versions, so at least I wouldn't have to take an import in as often to deal with such crap.

Rant off.

kw..........

[chuckdoc]

I am so sorry for your experience. Unfortunately it is all to common. There are some good dealers but they are at a minimum.

GM will either disappear, merge and then disappear, or get a government bailout and then disappear several years later. Their only hope is they get rid of Wagnor as a CEO and get someone who really believes in building a company from service up. First emphasis must be on the customer and the product a customer wants. As long as they pretend that they have no control over the dealers and let lawyers and accountants (save a couple of pennies buy making a door handles internal parts plastic instead of metal etc) make the decisions instead of car people. They are doomed.

Pity, isn't it? The good news is eventually they will be replaced by a company that understands. Think of all the car companies that have disappeared. Everything from Hudsons to American motors.

Chuck

GM stock holder who has given up on GM as a viable company. Good workers who have been given lousy management.

[Lucy'sDaddy]

I've had a good relationship with the Chevy garage in Sturgis MI, which is the town I work in. The Pontiac garage has been impossible to deal with. Recently yho, the Chevy dealer has stung me on several issues, not doing requested work, but still charging for it, doing warranty work, and charging GM for it, but NOT doing the work charged for, and on and on. And their prices just keep going up. Recently I had to use the Pontiac garage to have a tire repaired at almost 6pm, when every other garage in town was closed.
The Chevy parts girl is AWESOME, but the Pontiac parts guy is a TOTAL idiot!
I know from other co-workers experiences that the F__d dealer isn't any better.
Are the Japan car garages really any better?

[silversolstice]

I almost posted my email to the dealership I just worked with, but it was incredibly long. I will echo the sentiment of your thread. They are horrible, I will never buy another new car again, because the warranty is not worth the nonsense of dealing with these idiots.

I really feel like if you have to take your car in for service they should be sweet as pie. Essentially, they built you a product and said it was new and then you had to have them fix it. Instead they make it seem like it's your fault.

If I am being ridiculous in assuming that the car should be near perfect when I pay 25k for it, that's fine. That is my fault for expecting too much, but I will never buy another new car again its just not worth it. I need to find a late sixties Dart and quick mechanic.

[chuckdoc]

Your asking are the foreign car dealers any better, well I can tell you the real question is quality. I know all the surveys say domestic is catching up or equaling imports (I know, they are built here for the most part) but that is initial quality and 90 day quality. After two times of going on the factory tour, it was quite clear to me that the problem is not the workers, as these are hard working employees with pride in their efforts. The problem is the cheap parts and poor decisions from the top. I do not know anyone who would buy one car over another just because it is 100 bucks cheaper. People want a car that fulfills a purpose for them as well as being reliable for 100,000 miles. That is where the real difference comes about.

My Dad bought a new lexis 6 years ago and I can not tell you how the lexis experience was because nothing, I MEAN NOTHING, broke. There was no need for a dealer repair service. Unfortunately, my father has passed away and we took the car to car max and they found nothing wrong with it and gave us the price we thought was fair.

My other experience is with a Jaguar. We have had quite a few repairs but honestly I knew that before buying. Now the major difference is in how we are treated by the Jag dealer in Annapolis. Wow, it is night and day from a GM dealer (even the good ones). A fantastic though expensive experience. And Jag mechanics know the car inside and out.

Again, the real shame is I love the car and fully expect to replace the engine when it goes with an LS2 but I will get a private mechanic. I have free oil changes on my solstice but who can deal with the hassle of having to wait 3 hours for a oil change, wonder if they put in Mobil one, and lifted the car correctly and this is with scheduling three weeks in advance. It is just too easy to do it myself. Also when I had intermittent problems with idling, I took it to my friend Joe whether dealing with the hassle of dealers. My car is still under warranty but I try as much as possible to avoid dealers. There is a dealer in Annapolis, who is very easy to get to for me but after two horrible experiences, I drive to Laural or Manasas, both quite a drive, rather that deal with the rude and incompetent service people in Annapolis. Think it is just me, well how would you feel if you went in with a check engine light 1/2 hour before closing and service writer laughed at you and made a joke at your expense, thinking you could show up without an appointment. Second time, I walked out because the two service writers were fighting with each other. I mean screaming and calling each other names. There was a women boss who came out, but they then started yelling at her. By the time one paid attention to me, I told him my concern, which I learned from this forum, and he said "oh no, another internet expert." I walked out. I am the boss of 92 employees and would never have this happen without immediate correction.

Well that's my experiences and I know nobody from GM management would ever ask customers what they think. The surveys are not designed to really illicit a complete picture of what our problems are. Maybe, just maybe, someone from management will read this thread. That is why I have taken so much time in posting.

Please do not assume I do not love this car. Check my many other posts. But I do resent GM, for what they have done to their workers and to our country. I will really be upset if my tax money goes to support their corporate misadventures.

[Lucy'sDaddy]

I agree about being upset if my tax dollars bail out GM or Chrysler. This is corporate global economy, and if you can't compete, move over! I agree about the Lexus. I REALLY wanted to buy one when I bought MY daily driver, my 04 Monte Carlo Intimidator SS, but the Intimidator was bought off Ebay 7 months old with less than 5,000 miles from a reputable F__d dealer in PA, for $17,900, for a $33,400 car.
Where can you buy a Lexus like that for that kind of money? OR a Toyota Camry? OR a Honda Accord? I tried!
As far as the Solstice GXP, she's a 4th car, been modded, and I basically knew that the warranty wasn't worth a hill of beans when I bought the car. I was looking to buy LadyT a used late model Corvette, but she wanted the Solstice, cuz it was FAR more noticeable.
I agree also, if the engine goes poof, there are a TON of quality options for dropping in a V8. We've seen many conversions, including Wade's LS7. WAY COOL! THAT'S one BAD sounding 'Vette, er, Solstice!
I will NEVER buy another new car, and honestly, I am thinking about buying a 5th car, to retire my Intimidator SS, but it will be an 80's or 90's car, for sure! Like an '88 Monte Carlo SS? NAH! I NEED a 4 door! Maybe a '96 Roadmaster w/ LT1? Maybe a '65 Rambler?

[Mach2Plus]

If they put your Solstice up on the rack--I hope you checked for body damage!!

[Lucy'sDaddy]

Originally Posted by Mach2Plus If they put your Solstice up on the rack--I hope you checked for body damage!!

Been there, done that, Yes they did. Yes they DID fix it. Yes I did put on the BMW support pads so it won't happen again. The dealership tech' are TOTAL IDIOTS! And the "service" advisers, well some are cute, but smart?????

[kwtoxman]

Well, I got pissed on again by the dealer where I bought the solstice. I figure I will make sure that I spread the info as far and wide as possible.

After filling out a negative service survey GM Canada called me. They got my info and called the dealer to make things right. Now the dealer told GM Canada that the striker part did come in and that I declined service because the car was away for winter. That is a COMPLETE LIE. I had to call the dealer back in october to find out any news and they told me that the part was on order, it looked like it had come in but they couldn't find it, and thus it was on backorder.

And GM Canada won't do anything because of the different stories. GM Canada is totally useless here too and washed themselves of any dealership accountability noting that dealerships are independently owned. No accountability.

And GM wonders why so many people intensely dislike them, why people aren't buying their cars, governments aren't loaning them money and why over half the population is against a bailout.

[chuckdoc]

If the liberal commie George Bush does not interfere, the free market will solve these issues.

What a disappointment. How amazing he manage to make both the left and right hate him. The center does not think much of him also.

Chuck

Mods can delete this as it belongs in wild west but at least someone will see it here.

[madmods]

Yep, I agree. This is the last pontiac I buy. I love my sol, but the dealer experiences I have had make me totally against the bail-out. Bad experiences = no future business from me.

[rsrider]

Can someone point me in the direction I need to go so that I can understand "putting the Solstice up on the rack" problem? Thank You. I think car dealerships are just like any other business, some are good and some are bad. I can't even count how many times I've walked out of a restaurant because of the bad service. But today I went back to the dealership that sold me the Solstice a few weeks back with a couple of problems. The plastic trim around the gauge cluster was broken off and was laying against the gauges, and they ordered a new part for me. I only got one license plate (in CA you suppose to have both) with the car, and they ordered a new set from the DMV. I also received an owners manual (the correct year) from the dealer, since the car didn't have one when I bought it. Nothing major mind you, but every gripe that I've had has been handled to my satisfaction, so far.

[Yonnie]

We have a Jeep, Dodge Ram, and the Solstice. Never had a bad experience with any of the dealers. Never had a problem with the Honda, Subaru, or Volkswagon dealers either.
Dealers are people and all people are different. If you want to live in a country with no manufacturing base go ahead and send your money to Japan, Korea, or wherever. See what the quality of life will be for your children. I have no kids, but I care anyway. No imports in my garage-ever!

[Fformula88]

GM's dealers are one of GM's biggest problems. Some are great, some are horrible, and overall results are very inconsistent. Yet, when you own a GM car, it has a problem, and you subsequently have a lousy dealer experience, your probably far more likely to try somebody else next time you make a purchase.

[mena661]

Originally Posted by Fformula88 GM's dealers are one of GM's biggest problems. Some are great, some are horrible, and overall results are very inconsistent. Yet, when you own a GM car, it has a problem, and you subsequently have a lousy dealer experience, your probably far more likely to try somebody else next time you make a purchase.

It's one of every automakers biggest problems. I used to buy primarily Japanese and their dealerships are hit and miss too. Bought VW a long time ago and theirs dealers were hit and miss also. It's dealership thing.