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The saga continues....
I posted several weeks ago how the Dealer said I blew up the BCM in my '02 Z by using the "Accessory Power Connector" located behind the passenger toe board. The original thread is here:
https://www.corvetteforums.com/m_42716/tm.htm I filed a formal Service Request with GM's Customer Care Center seeking to be reimbursed for the cost of replacement. Of course, the Rep was all apologetic for my troubles (as best as I could tell through the thick accent) and promised me he'd research it and he - or the Regional GM Service Manager - would get back to me later that week (I filed the request on a Monday) or, at the very latest, the following Monday. Well surprise surprise. The following Monday came and went and no call. So I called the Rep back on Tuesday and left a voice mail (of course the voice mail prompt said I could expect a call back within 24 hours). 24 hours later and nothing. So I called back, this time requesting a different Rep to help me. Once again, apologies came flowing for my inconvenience and was told they'd get to the bottom of it but needed a "few days" to investigate and get back to men. By now, dear reader, I'm sure you realize that I never received a call back. As a matter of fact, another week went by so I called again, this time demanding to escalate this to a supervisor. A person came on the line, identifying themselves as a Customer Care Supervisor and asked for a few minutes to review the file. Before the Supervisor put me on hold, I explained I felt like I have been shuffled around and ignored in the hopes I'd simply go away. The Supervisor (of course) promised me that GM is concerned with every one of its customers.. "Riiiggghhtttt".. I thought to myself. A few minutes later, the Supervisor came back on the line stating that the Regional Manager had not yet responded to the Customer Care Center's request and they (the Center) was still waiting. I stated that I found it pretty unbelievable that a Regional Service Manager would ignore a request from another department within the company. Once more, apolgies were offered and a promise of a call back in 2 days was given... Uhhhhh. fool me once, shame on you. Fool me twice, shame on me... I told the Supervisor that if I didn't receive a call back within the promised period that I would "escalate this". Shock of shocks! The Supervisor called back the very next day! Woohoo!!!! Now we're getting somewhere! Except the Supervisor told me the Regional Service Manager denied by claim because the servicing Dealer said it was my fault. I explained that I had spoken with the Dealership's Service Supervisor, Service Manager and the actual Tech who worked on my Z and they all said I had wired things exactly as the manual said to, therefore I was only following what GM said to do. How could that be my fault. The Supervisor once more apologized and said there was nothing she could do. I told her the situation was simple - either the Dealer or the Service Manager was lying and that I was not going to let this go. With that, our conversation ended. I went to the Better Business Bureau's website and found that GM participates in their arbitration program. So I filed a formal complaint that same day (this was a Wednesday). After filing my complaint on the web, I was informed that I'd be sent a pack by snail mail within 5 to 7 days to complete the process (so I could attach copies of the service invoice from the Dealer, proof of payment, etc). That Friday I received a phone call from someone identifying themselves as with GM's Customer Resolution Center and that she was calling regarding my BBB complaint. Sie also pointed out that hers was a different department from "regular" Customer Care" (I figured that meant she had an office instead on being a cubical with the rest of the Customer Care Reps). After giving her the history of this issue (which by this point happened more than 4 weeks ago) and after "reading my file" she promised me "immediate action" and that, come Hell or highwater, she'd call back on Tuesday, as Monday was Columbus Day). I thanked her and told her I looked forward to a resolution to this issue. Well... Tuesday came and went with no call. So I left her a voice mail on Wednesday. No response. I left another voice mail on Friday. No response. As a final effort I left one last voice mail for her yesterday (on Monday). No response. So.. I have now filed a 2nd complaint with the BBB. GM or no GM, if this is not resolved by the end of this week, I'm filing suit against the Dealer & GM (already talked to a lawyer who'll take it on a contingency basis) And you can damn well bet the suit is going to include punitive damages. Not that $500 is all that much but it's now the principle of the thing.. |
RE: The saga continues....
That sucks and I would be totally pissed. And GM wonders why Toyota has passed them as the biggest car company on the planet......
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RE: The saga continues....
Give'm Hell! I can't believe GM would do business this way. I hope you get this situation resolved. Keep us all posted.
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RE: The saga continues....
ORIGINAL: KenHorse I posted several weeks ago how the Dealer said I blew up the BCM in my '02 Z by using the "Accessory Power Connector" located behind the passenger toe board. The original thread is here: https://www.corvetteforums.com/m_42716/tm.htm I filed a formal Service Request with GM's Customer Care Center seeking to be reimbursed for the cost of replacement. Of course, the Rep was all apologetic for my troubles (as best as I could tell through the thick accent) and promised me he'd research it and he - or the Regional GM Service Manager - would get back to me later that week (I filed the request on a Monday) or, at the very latest, the following Monday. Well surprise surprise. The following Monday came and went and no call. So I called the Rep back on Tuesday and left a voice mail (of course the voice mail prompt said I could expect a call back within 24 hours). 24 hours later and nothing. So I called back, this time requesting a different Rep to help me. Once again, apologies came flowing for my inconvenience and was told they'd get to the bottom of it but needed a "few days" to investigate and get back to men. By now, dear reader, I'm sure you realize that I never received a call back. As a matter of fact, another week went by so I called again, this time demanding to escalate this to a supervisor. A person came on the line, identifying themselves as a Customer Care Supervisor and asked for a few minutes to review the file. Before the Supervisor put me on hold, I explained I felt like I have been shuffled around and ignored in the hopes I'd simply go away. The Supervisor (of course) promised me that GM is concerned with every one of its customers.. "Riiiggghhtttt".. I thought to myself. A few minutes later, the Supervisor came back on the line stating that the Regional Manager had not yet responded to the Customer Care Center's request and they (the Center) was still waiting. I stated that I found it pretty unbelievable that a Regional Service Manager would ignore a request from another department within the company. Once more, apolgies were offered and a promise of a call back in 2 days was given... Uhhhhh. fool me once, shame on you. Fool me twice, shame on me... I told the Supervisor that if I didn't receive a call back within the promised period that I would "escalate this". Shock of shocks! The Supervisor called back the very next day! Woohoo!!!! Now we're getting somewhere! Except the Supervisor told me the Regional Service Manager denied by claim because the servicing Dealer said it was my fault. I explained that I had spoken with the Dealership's Service Supervisor, Service Manager and the actual Tech who worked on my Z and they all said I had wired things exactly as the manual said to, therefore I was only following what GM said to do. How could that be my fault. The Supervisor once more apologized and said there was nothing she could do. I told her the situation was simple - either the Dealer or the Service Manager was lying and that I was not going to let this go. With that, our conversation ended. I went to the Better Business Bureau's website and found that GM participates in their arbitration program. So I filed a formal complaint that same day (this was a Wednesday). After filing my complaint on the web, I was informed that I'd be sent a pack by snail mail within 5 to 7 days to complete the process (so I could attach copies of the service invoice from the Dealer, proof of payment, etc). That Friday I received a phone call from someone identifying themselves as with GM's Customer Resolution Center and that she was calling regarding my BBB complaint. Sie also pointed out that hers was a different department from "regular" Customer Care" (I figured that meant she had an office instead on being a cubical with the rest of the Customer Care Reps). After giving her the history of this issue (which by this point happened more than 4 weeks ago) and after "reading my file" she promised me "immediate action" and that, come Hell or highwater, she'd call back on Tuesday, as Monday was Columbus Day). I thanked her and told her I looked forward to a resolution to this issue. Well... Tuesday came and went with no call. So I left her a voice mail on Wednesday. No response. I left another voice mail on Friday. No response. As a final effort I left one last voice mail for her yesterday (on Monday). No response. So.. I have now filed a 2nd complaint with the BBB. GM or no GM, if this is not resolved by the end of this week, I'm filing suit against the Dealer & GM (already talked to a lawyer who'll take it on a contingency basis) And you can damn well bet the suit is going to include punitive damages. Not that $500 is all that much but it's now the principle of the thing.. They're professionally indoctrinated, at every administrative and customer service level, to delay, ignore, dodge, defer back and forward and sideways, etc., ... Games and stories are for kids. Inconvenience apologies aren't recognized at mostbanks, so they're for no one. Let's dance. |
RE: The saga continues....
The next chapter......
Finally got a return call from the GM District Manager for my area (whose name Matt Mindy) on Monday (10/22). Based on his questions like "How did you get my number?" and "you should follow channels.", it was obvious to me from the start that I was already under this guy's skin and he wasn't going to be terribly cooperative. I wasn't disappointed. He wanted me to make a photocopy of the relevant owner's manual section regarding the use of the connector and drop that off, along with documentation showing the connections I made and a copy of the repair invoice, at the servicing dealer. I asked him "you mean an authorized Chevy dealer wouldn't have a recent owner's manual on hand and doesn't have a copy of the invoice already?". He wasn't amused, yet I knew he was trying to bust my chops over this. Fine, I'll play his game. So I delivered everything he asked for to the dealer bright and early the next morning (Tuesday). While there I reiterated to the dealer's service manager that he was going to provide me, in writing, that they had determined I made the connections exactly as the owner's manual had specified. I left with that letter. Late the next day (today - Wednesday), I received a call from Matt Mindy, who was at the dealership (I could tell from the caller ID). He said that after carefully examining the issue, he had decided to decline my request for reimbursement. I asked on what grounds and he stated (I'm paraphrasing here) "Your car is too old to be under warranty and you didn't check with the dealer before installing your radio, which the owner's manual clearly says to do". I responded by asking him how he knew I hadn't checked with a dealer and where does it state in the manual I must check with the dealer who ultimately does the repair prior to installing a CB radio? I further pointed out to him that the manual SPECIFICALLY mentions (and this is a direct cut and paste quote from the manual): "The accessory power plug can be used to connect electrical equipment such as a cellular phone or CB radio. It is located behind the carpeting, on the passenger’s side toe-board, at the top left corner near the body control module. Be sure to follow the installation instructions included with the equipment." I finally pointed out that the manual CLEARLY shows that it is intended that the connector be used for a CB radio. He refused to budge, so I thanked him for his time and to expect that this wasn't going away. I have since identified his immediate boss as the General Motors Western Regional General Manager Susan Docherty. But I'm going to sit on this info for the moment... After consulting with an attorney about this (who was amazed Matt Mindy would take this position as in his opinion, this is a slam dunk case.) So much, he's going to take in on a contingency basis. A demand letter is being sent directly to GM within the next few days. I'll keep you posted as I can... |
RE: The saga continues....
GIVE THEM HELL MAN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!1:D
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