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Discuss Inept GM Service - Another customer lost in the alt.autos.gm forum at Car Dealer Forums; My mom was experiencing problems with her otherwise reliable 2000 Buick LeSabre. Every so often, ...
  1. #1
    rdant
    Guest

    Default Inept GM Service - Another customer lost

    My mom was experiencing problems with her otherwise reliable 2000 Buick
    LeSabre. Every so often, out of the blue, the car would run rough and
    lots of warning lights to come on. There were numerous, seemingly
    unrelated computer codes that 2 Buick dealers in 6 visits over 6 months
    could not figure out. They basically threw up their hands at the
    problem. So, she got fed up and we bought her a Civic. My brother
    agreed to buy the car off of her and try to fix it.

    He took the car to his local independent shop and asked them to analyze
    the codes and find a common denominator. This guy looked them all up in
    the schematics and noticed that they all had the same ground. He
    checked the ground at the engine and found it to be loose and corroded.
    Twenty minutes later, the problem was solved. Cost $30 labor. The guy
    apologized for having to charge that much!

    So, for an incredibly simple $30 repair, GM lost another customer to
    Honda due to inept customer service.




    › See More: Inept GM Service - Another customer lost

  2. #2
    Mike Marlow
    Guest

    Default Re: Inept GM Service - Another customer lost


    "rdant" <rdant@yahoo.com> wrote in message
    news:1157643253.112219.122710@m79g2000cwm.googlegr oups.com...
    > My mom was experiencing problems with her otherwise reliable 2000 Buick
    > LeSabre. Every so often, out of the blue, the car would run rough and
    > lots of warning lights to come on. There were numerous, seemingly
    > unrelated computer codes that 2 Buick dealers in 6 visits over 6 months
    > could not figure out. They basically threw up their hands at the
    > problem. So, she got fed up and we bought her a Civic. My brother
    > agreed to buy the car off of her and try to fix it.
    >
    > He took the car to his local independent shop and asked them to analyze
    > the codes and find a common denominator. This guy looked them all up in
    > the schematics and noticed that they all had the same ground. He
    > checked the ground at the engine and found it to be loose and corroded.
    > Twenty minutes later, the problem was solved. Cost $30 labor. The guy
    > apologized for having to charge that much!
    >
    > So, for an incredibly simple $30 repair, GM lost another customer to
    > Honda due to inept customer service.
    >


    Great story, great information, and unfortunately, sad ending - at least for
    your mom.

    --

    -Mike-
    mmarlowREMOVE@alltel.net



  3. #3
    John Horner
    Guest

    Default Re: Inept GM Service - Another customer lost

    rdant wrote:

    > He took the car to his local independent shop and asked them to analyze
    > the codes and find a common denominator. This guy looked them all up in
    > the schematics and noticed that they all had the same ground. He
    > checked the ground at the engine and found it to be loose and corroded.
    > Twenty minutes later, the problem was solved. Cost $30 labor. The guy
    > apologized for having to charge that much!
    >


    It sounds like he found a real mechanic instead of a parts-swapper.
    Unfortunately these are in the minority. The auto makers encourage this
    parts swapping behaviour with their computer codes and flow charts.

    Unfortunately this is not a GM only problem and could happen at a Honda
    dealer as well.

    The real take away from your story is to find a really good mechanic and
    use them!

    John

  4. #4
    rdant
    Guest

    Default Re: Inept GM Service - Another customer lost

    I agree. This is not unique to GM, but you'd think a car company in
    dire straights would be going out of their way to retain customers, and
    you'd think they'd be working with their dealers help achieve this. In
    this case, it was two different dealerships and neither responded with
    a solution. Neither offered recommendations; Neither offered a loaner
    while she waited for them to diagnose the problem.

    In contrast, I recently took my Honda Element in for a problem. It was
    just out of warranty and I asked what it would cost me. The dealer told
    me not to worry; he'd cover it. I know other cases where Honda paid for
    out of warranty service on items they felt should not have broken. At
    least I know they are standing behind their product. Can't say the same
    about GM (despite their new 100,000 warranty).

    The LeSabre was a good car, really, and got good gas mileage. But once
    lost, a customer may be lost forever.


  5. #5
    Mike Hunter
    Guest

    Default Re: Inept GM Service - Another customer lost

    When her Honda fails, and it will, will she switch to another brand?
    Judging all of the models and dealerships buy one, good or bad, is an effort
    in futility. I see lot of Honda is GM dealers lots as well.


    mike hunt


    "rdant" <rdant@yahoo.com> wrote in message
    news:1157643253.112219.122710@m79g2000cwm.googlegr oups.com...
    > My mom was experiencing problems with her otherwise reliable 2000 Buick
    > LeSabre. Every so often, out of the blue, the car would run rough and
    > lots of warning lights to come on. There were numerous, seemingly
    > unrelated computer codes that 2 Buick dealers in 6 visits over 6 months
    > could not figure out. They basically threw up their hands at the
    > problem. So, she got fed up and we bought her a Civic. My brother
    > agreed to buy the car off of her and try to fix it.
    >
    > He took the car to his local independent shop and asked them to analyze
    > the codes and find a common denominator. This guy looked them all up in
    > the schematics and noticed that they all had the same ground. He
    > checked the ground at the engine and found it to be loose and corroded.
    > Twenty minutes later, the problem was solved. Cost $30 labor. The guy
    > apologized for having to charge that much!
    >
    > So, for an incredibly simple $30 repair, GM lost another customer to
    > Honda due to inept customer service.
    >




  6. #6
    Mike Hunter
    Guest

    Default Re: Inept GM Service - Another customer lost

    Hogwash. All manufactures and dealerships encourage the techs to first do
    the basics and change parts only when they prove, by diagnosis, to be the
    causal part.


    mike hunt


    "John Horner" <jthorner@yahoo.com> wrote in message
    news:MmYLg.40088$ub5.36407@trnddc07...
    > rdant wrote:
    >
    >> He took the car to his local independent shop and asked them to analyze
    >> the codes and find a common denominator. This guy looked them all up in
    >> the schematics and noticed that they all had the same ground. He
    >> checked the ground at the engine and found it to be loose and corroded.
    >> Twenty minutes later, the problem was solved. Cost $30 labor. The guy
    >> apologized for having to charge that much!
    >>

    >
    > It sounds like he found a real mechanic instead of a parts-swapper.
    > Unfortunately these are in the minority. The auto makers encourage this
    > parts swapping behaviour with their computer codes and flow charts.
    >
    > Unfortunately this is not a GM only problem and could happen at a Honda
    > dealer as well.
    >
    > The real take away from your story is to find a really good mechanic and
    > use them!
    >
    > John




  7. #7
    Mike Hunter
    Guest

    Default Re: Inept GM Service - Another customer lost

    All manufacture offer dealers after warranty reimbursement for resemble
    claims


    mike


    "rdant" <rdant@yahoo.com> wrote in message
    news:1157650679.168664.15770@h48g2000cwc.googlegro ups.com...
    >I agree. This is not unique to GM, but you'd think a car company in
    > dire straights would be going out of their way to retain customers, and
    > you'd think they'd be working with their dealers help achieve this. In
    > this case, it was two different dealerships and neither responded with
    > a solution. Neither offered recommendations; Neither offered a loaner
    > while she waited for them to diagnose the problem.
    >
    > In contrast, I recently took my Honda Element in for a problem. It was
    > just out of warranty and I asked what it would cost me. The dealer told
    > me not to worry; he'd cover it. I know other cases where Honda paid for
    > out of warranty service on items they felt should not have broken. At
    > least I know they are standing behind their product. Can't say the same
    > about GM (despite their new 100,000 warranty).
    >
    > The LeSabre was a good car, really, and got good gas mileage. But once
    > lost, a customer may be lost forever.
    >




  8. #8
    rdant
    Guest

    Default Re: Inept GM Service - Another customer lost


    Mike Hunter wrote:
    > When her Honda fails, and it will, will she switch to another brand?


    That depends on how Honda and their dealers respond to her problems.
    This is not a question of the product quality, but rather, how does the
    company stand behind their product. In my experience so far, Honda
    stands behind their product better than GM or Chrysler.

    As an example, Chrysler minivans have historically had terrible
    reliability with their transmissions. One is lucky to get 80,000 out of
    a tranny on their older models. But, they have never offered to give
    their customers restitution for these problems. I know people that have
    put 2 or 3 trannies in their vans.

    When the Honda Odyssy and TL's had tranny problems recently, Honda
    immediatly extended the warranty on all vehicles with that tranny.They
    provided a free repair, along with courtesy vehicles while they were
    being repaired.

    People perceive reliability not just by how few problems a product has,
    but by how easy it is to repair the problem when something goes wrong.


  9. #9
    Guest

    Default Re: Inept GM Service - Another customer lost


    "rdant" <rdant@yahoo.com> wrote in message
    news:1157652436.080517.85120@m73g2000cwd.googlegro ups.com...
    >
    > Mike Hunter wrote:
    > > When her Honda fails, and it will, will she switch to another brand?

    >
    > That depends on how Honda and their dealers respond to her problems.
    > This is not a question of the product quality, but rather, how does the
    > company stand behind their product. In my experience so far, Honda
    > stands behind their product better than GM or Chrysler.


    Excellent point. We all know that some problems are eventually inevitable.
    If the problem is resolved courteously and competently, we usually 'get
    over it'.

    GM's tendency to live with a long run of known weaknesses, and to avoid
    dealing with them as much as possible, has lost them a lot of credibility.

    Is the Honda less likely to have a failure? Probably yes, overall. Honda
    has
    had lower than industry average failure rates for a while.

    We just had another failure on this damn Buick. The air conditioner has
    decided to have a nervous breakdown again. Buick and their AC computers
    are known for failure, and are expensive to replace. Thank God it is
    nearing
    autumn weather, and we can tolerate it until we get ready to buy a new car.

    Will the new one be another Buick? I will have to take a look at the new
    warranty
    provisions before saying conclusively 'no'. Had extended warranty not been
    announced, the answer would have been 'Hell, no!"



  10. #10
    Some O
    Guest

    Default Re: Inept GM Service - Another customer lost

    In article <7u2dnUlP46DcwJ3YUSdV9g@ptd.net>,
    "Mike Hunter" <mikehunt2@mailcity.com> wrote:

    > Hogwash. All manufactures and dealerships encourage the techs to first do
    > the basics and change parts only when they prove, by diagnosis, to be the
    > causal part.


    You are a dreamer and full of your own hogwash.
    In this case they obviously didn't give the problem adequate thought.

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