Ive been trying to get my car fixed for some time now, since around 20k im now at 38k. I had the car in not to long ago and they went as far as to change the steering column and lubing the strut mounts but wouldnt replace the strut, said the strut wasnt the problem and if could not be the strut but nothing they have done has fixed it yet, and they were also going to give me a new key fob since one was broken and they didnt do that either.

So I finally get my survey emailed to me and I wasnt nice while filling it out. Gave quite the comment at the end and just today they the service manager called and asked to remedy the problem. I told him I would give them a chance and expressed my concerns with his shop and he said he would take of the car and make sure its fixed and get me a new fob.

He supposably went to go and order the parts in and will be calling me next week when they come in, so we'll see what happens with this again. Last time I had to call them to see if parts were in and they had been there for a few days just waiting for me to come back in, and they wonder why people go out of town to by a car and that was one thing I was sure to point out. But I'll give them the chance to "win me back as a customer" as he put it.

 

The surveys are definitely important. A dealer once offered me $10 for each one I filled out favorably. And I was told the written comments are passed directly back to the dealership involved.

 

I recommend that everyone fill out the survey and send them in. GM and the dealer place a lot of weight on them.
Think twice before sending a negative one unless the dealer really deserves it.
Write in constructive comments (good or bad) as the dealers do get these and really seem to react to them. If the dealer does a good job, reward them by sending in a positive survey with good comments. You may want to mention an employee by name so the dealers know who is satisfying their customers.... or visa versa.

 

This is my third one to fill out but first for this dealer. The dealer I bought the car was great but its a 2 and half hour drive out of town and no time to visit that one so I had to deal with the local dealer.This dealer definatly deserved the bad one. They dont care about their customers at all, this is not my first run in with this dealer. Before I bought my car I looked locally but they were to pushy and didnt want to help me get the car I wanted. They didnt even have any hhrs and didnt want to get any in to make a sale, told me this is the best deal any one will give me and that I shouldnt look else were, I had to get up and walk out and told them because they are to pushy and I will not be buying a car here. Just sucks that I have to deal with them now since they were working on it before the warranty ended and now no other dealer will fix it under warranty cause im over my mileage limit, other wise I would go else where.

 

Well finally have an update. Just got the car back last night, only took them a couple hours to fix it they replaced the strut and some bearings, however noise is still there. Now they are being way nice and trying to fix it, and I really appreciate it, but if they cant find the problem should I still keep taking it in? I dont want to jump the gun but isnt it if goes into the shop for the same problem 3 times and they cant fix it a lemon law thing? I really dont want to do that but I do want my car fixed right.

What should I do now:
1.give them another chance(making it the fourth time worked on 5th time actually in the shop),
2. live with it(drives fine just makes all kinds of noise of bumps),
3. question lemon law and go from there(dont really want to go through the hassel)

 

Seems like they are trying to figure it out.

 

Is this the squeaking over bumps? Have they already tried replacing the swaybar bushings?

 

Yes its over bumps and no i dont think so. They replaced the steering column, lubed up the strut mounts, replaced the strut and then some bearings.

 

I returned a survey and included a complaint about the sales dept. In less than 48 hours of placing the envelope in the mailbox the General Mgr. of the dealership was on the phone begging to to know what would make me happy, Unfortunately nothing he could have done would have made me happy, but he tried!
Don

 

My experience with GM surveys in the last 20 years is that when it comes to service, evaluations definately makes a difference.

When it comes to sales, GM doesn't seem to care, almost like they are protecting the shuysters.

In the cases where I had horrible purchasing experiences, I made my point to GM, but the dealers are still in business today.

In the cases where I had great attentiveness and an extremely positive purchasing experience from alternate GM dealers outside of my neighborhood, those dealers were taken away by GM. I made my point to GM with these experiences as well.

Again, this opinion is based upon my experience within the last 20 years. Others might have had better luck with sales.