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Heisman Winner [80785]
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The Service Industry just ain't what it used to be. Case in
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Feb 14, 2023, 8:53 AM
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point. We recently got a recall notice for the backup camera on our GMC Acadia Denali. The recall said a defective cable could cause the camera to fail. (Ours in fact works intermittently already now.) The first Recall Notice said that parts were not yet in stock at the dealerships for the repairs, and that they would send out another letter when the parts became available.
So, we got that second letter last week, stating the parts were available, and we should contact our dealership to set up an appointment to have this work done, under warranty. This we did, telling them that we wanted an appointment for the Recall to replace the backup camera cable, as stated in the recall letters. When my wife took the vehicle in for the appointment yesterday morning, she called me to come pick her up, as they said the work could take up to four hours. OK, no problem.
Except, when I went to pick her up, she was waiting to drive out of the dealership parking lot. Come to find out, they had yet to ORDER THE PART for the recall. Siriusly? You schedule an appointment for us to come in and get recall work done, and you have not even ORDERED the part which you need to do that work yet?
I came home and lodged a phone complaint with the national GM Customer Service Complaint Department, for all the good it will do me. At least it made me feel a little better to vent to a live person about it. Or I should say, the second live person. I did not conceal my disgust with the service manager at the dealership. What a clown show.
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TigerNet Elite [74529]
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Re: The Service Industry just ain't what it used to be. Case in
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Feb 14, 2023, 8:58 AM
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Nobody has anything in stock anymore. It always has to be ordered. The recent ballon and flying object issues make me wonder what we have that is worth spying on. Maybe they are seeing how not to do things
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Game Changer [1984]
TigerPulse: 78%
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Re: The Service Industry just ain't what it used to be. Case in
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Feb 14, 2023, 9:12 AM
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We have decided for the last 40 years or so that short term profits are more important than long term growth and its all starting to fall apart. Literally.
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Top TigerNet [28169]
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Re: The Service Industry just ain't what it used to be. Case in
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Feb 14, 2023, 8:59 AM
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My Dad was a Buick customer for decades and the service department did that so regularly that he would tell them to just go ahead and make two appointments when he called.
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Top TigerNet [28984]
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Re: The Service Industry just ain't what it used to be. Case in
Feb 14, 2023, 9:35 AM
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Workmanship integrity is disappearing very fast in this country. Our ancestors took pride in to everything thing they made and did not release any work product until it met their satisfaction. Today, its get the customer out of the door as fast as possible so we don't have to deal with him. Very sad.
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Game Changer [1984]
TigerPulse: 78%
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Re: The Service Industry just ain't what it used to be. Case in
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Feb 14, 2023, 10:03 AM
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might have something to do with the fact that most people think service industry professionals should "get a real job" and all of them can feel that their customers think they are better than them.
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CU Guru [1559]
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See you know how to take an appointment...
Feb 14, 2023, 9:38 AM
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You just don't know how to complete the appointment.
[In my best Seinfeld voice]
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Game Day Hero [4122]
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Re: The Service Industry just ain't what it used to be. Case in
Feb 14, 2023, 9:51 AM
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You might could ask for a loner vehicle and offer to leave yours at the service department until it is fixed. If that works out then they have some skin in the game.
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110%er [3931]
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Re: The Service Industry just ain't what it used to be. Case in
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Feb 14, 2023, 10:31 AM
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The issue is that so many people don't show up for their appointment, the dealer ends up with thousands of dollars in parts on the shelf he can't get reimbursed for or sell. GM won't pay the warranty claim until the work is done. SOME of it can be returned, but not everything. If it is returned to GM, they charge the dealer a 35% restocking fee. (Thirty-five is not a typo).
It really is a no win situation for the customer, but also for the dealer.
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Top TigerNet [30239]
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You're exactly right, it's a 2 way street
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Feb 14, 2023, 11:18 AM
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It's like doctors and dentists and other healthcare professionals. You wonder why they make your appointment for 10 and don't see you until 10:30; why didn't they just make your appt for 10:30. They often intentionally overbook to make up for no shows; schedule appointments every 15 minutes, then take 20+ minutes per patient and get behind.
They obviously can't make insurance claims until they actually see a patient. A no show is a no money making dead space that could have potentially been filled by someone else. And these professionals still have to pay their staff and overhead costs. Some still charge for missed appointments, but may or may not get paid and may lose patients.
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Legend [6939]
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Even better when they won't see you if you are 15min late
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Feb 14, 2023, 3:42 PM
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but make you wait 30 minutes if you are on time.
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Heisman Winner [80785]
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Don't even get started on Doctors appointments. I never had
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Feb 14, 2023, 3:49 PM
[ in reply to You're exactly right, it's a 2 way street ] |
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a followup appointment with the heart surgeon who actually performed my triple bypass back in 2015. Why? Because I sat in his office waiting room until 1:30 pm for that 11:00 am appointment, and finally had to leave so that I would not be late for ANOTHER doctors appointment. I refused to reschedule. There were, literally, nearly a hundred people in this waiting room when I left. (A 12 surgeon practice, all running out of one office.) So, the one and only time I ever met that doctor was the couple of minute conversation we had before they put me under for the surgery, as I had seen one of the OTHER surgeons in the practice for the setup appointment.
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Game Day Hero [4437]
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Orange Elite [5179]
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110%er [3931]
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Re: The Service Industry just ain't what it used to be. Case in
Feb 14, 2023, 4:31 PM
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Then order a small amount of parts and order more as you work through them.
The answer isn't to make the customer go days without a car.
Hard to do when GM specifically puts in the recall bulletins to order CSO (Customer Special Order) only, and NOT to order for stock. If the dealer orders too many, GM will cancel the order, and you get none! It stinks for the customer, but it stinks for the dealer, too. Basically, this is not 100% on the dealer, but more on GM (and other manufacturers are the same way).
You should see the internal nightmare dealers are having to deal with concerning the chip shortage stuff.
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Letterman [191]
TigerPulse: 99%
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Re: The Service Industry just ain't what it used to be. Case in
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Feb 14, 2023, 3:35 PM
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I agree. We bought a new Chevy Suburban in November. It has 600 miles on it. We were having an issue
with front sensors. We also got a recall notice for something else so when we took it in
to get the recall fixed we told them to fix the sensor. We were told something, possibly a rock, must have hit the sensor which is the size of a nickel on the front bumper. It is considered an impact malfunction and not covered under warranty. I said prove it was from impact because I couldn't see
anything. They tried but I didn't see anything. Told me it would be $730 to fix it because it has to be painted, installed and calibrated.
I went absolutely ballistic. I raised so much cane they offered me a free car wash. I also called
and the GM number and complained. The quality on the new cars has dropped.
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