Good advice.
I feel as though the service department at this dealership is not putting Techs in rotation. A new-hire they've been training lately seems brand new to the automotive field. That said, my Service Adviser seems quite knowledgeable and recently moved here from Idaho ... perhaps, she was a Tech there. Either way, I feel pretty comfy working with her.
I've also employed my mother's philosophy of "you catch more flies with honey ... ". Any time I've had issues (especially with having my car act up ON MY WAY HOME from the dealership), I've just called and told her that the issue seems to still be present. That has gone a long way towards us working together, rather than being at odds. Inside, I've wanted to set it off ... but doing that in the past seems to get me nowhere.
Quote Originally Posted by ccclarke View Post
Anytime I move to a new area, I make it a point to meet the local dealership Service Manager. (Remember, their main interactions with customers are negative, so a friendly opportunity to introduce yourself is worth the time.) Whenever I'm at the dealership for anything, I always make it a point to say hi. If I have an issue and the Service Adviser doesn't deal with it after the first chance, I head right over to the Service Manager's office. I've only had to play this card twice, and it's worked each time.
Don't put up with any runarounds. If the dealership can't fix it, they can reach out to the GM Tech Center where a system expert is ready to provide a tech assist and has access to all system-related problems.
The best Service departments have Service Advisers that are techs assigned to desk duty on a rotating basis. Some dealerships just place warm bodies with data entry skills and little or no technical expertise in the seat. Determine what kind of SA you're dealing with and if necessary, read the problem description they submit to the tech before it leaves their screen to ensure they are properly documenting the symptoms you've described. I've had that problem happen more than once, and it's responsible for a lot of, "Could Not Duplicate Customer's Concerns" feedback on the invoice.
Most dealerships insulate the Techs from the customers - preferring to have the Service Manager intervene when emotions are running hot.
You're supposed to be presented with a survey after a dealership visit as well. These are very important. Dealerships are rated by GM and awards in the form of trips/cash are passed out to the highest rated shops in a region accordingly. Any professional Service Manager wants you to be satisfied with your experience. Let them know ASAP if you aren't.
This is all well and good as I handle things pretty much the same too but unfortunately it does not always work. This is especially true when issues are complicated as IMO service departments nor Cadillac do well when it comes to complicated issues. For them it seems as though it is much easier to say unable to duplicate the customers concern, performs as designed and normal characteristic of the car, than to properly address the issue. This is what they did with both the 8L90 and 8L45 transmission issue and they are trying to pull the same stunt with the CUE.
All to often the customer is made to feel like they are dummer than a bunch of rocks. If Cadillac would spend more time listening to the customer and properly addressing issues opposed to looking for scape goats and easy ways out they just might be able to get more done and sell more cars.
My recent concern has gone from service to the Cadillac Engineering department and now going on two weeks has been forwarded to the Cadillac Brand Specific Infotainment Quality Group. Here is the deal Cadillac knows the CUE has issues that they tried to resolve with this updated CUE and going with a new vendor and after all of this the CUE is still problematic.
hthedrama:
