[darjae]

So, I called the service department of the dealership where I bought my V. I wanted to schedule an oil change and have 2 TSBs applied to my car (clicking in the left front wheel when I turn sharp right and the battery cable routing issue). Both TSBs have been documented here on the forum and I've checked to ensure that my VIN was affected by the cable routing issue.

The response I got was "what problems are you having?" I responded that I had the clicking and that my cable needed to be checked as I was on the list. The guy told me that wasn't good enough and that I had to meet some other criteria to have the cable checked. I had to have some problem before they could check it. I assured him that I was on the list of vehicles to check.

We set up the appointment for later in the week. I told him that I would need a loaner vehicle for the day so that I could drop it off on my way into the office and pick it back up on the way home. He then told me that it would take at least 2 weeks before a loaner would be available.

He seemed very confrontational on the phone (like I was trying to pull something). I know from reading the salesman literature for the V that the salesman were told that the target market for this car would know more about the car than they did. Were the people in the service department not told the same thing? Is it normal to have to wait 2 weeks for a loaner?

This one phone call has left a really sour taste in my mouth about this dealership. Sales is one thing. But, I've already bought the car. Service is what I need now and that's part of the Cadillac experience.

Am I over-reacting in my distaste?

 

[Razorecko]

^ go to another dealer. My dealer will get me a loaner that day if necessary.

 

[Ketzer]

Sounds familiar, good luck getting anyone at GM to care.

 

[darjae]

^ go to another dealer. My dealer will get me a loaner that day if necessary.

Leaning that way.. I'm talking to the GM tomorrow. They are right on my way to the office, so it's very convenient. But, I'm not going to deal with them if the attitude is this crappy. They are not doing me a favor by servicing my car.

 

[GMX322V S/C]

^ I wonder if there is a way to see how all of your local dealers are doing in their customer sat surveys. My local Cadillac and Mazda dealers blatantly ask if there is anything else they could do so that I would not give them anything other than top marks on their surveys. My Caddy dealer hasn't nailed every problem the first time, but they've been trying very hard so far--they've offered me a loaner for warranty work twice now, before I had a chance to bring it up...

 

[digital1021]

The dealer that I go to is really good about having loaners available and the longest I have had to wait because of a loaner is 1 day. They had said that IF it was an emergency issue, they could pull a car from the lot for me to use until they got a loaner for me... I am sorry to hear that your dealer might be one of the bad ones. It is a shame, the service department can really make or break the experience of a car.

 

[Hawkeye2]

It is not GM. It is just that dealer. My son has a 2008 CTS4 with the 3.6. He thought his engine
was making a funny noise. He stopped in to see the dealer. They asked him to leave the car for a
day. Since they had no loaners available they rented a new Malibu for him from a local rental agency
to use. No charge to him at all.

 

[odla]

i have never had to leave the dealer without a car. heck they have even paid for a rental in a non warranty situation just because they couldn't finish my car before i needed to pick it up. A lot of dealerships are in panic mode because GM is looking at their csi reports ( customer satisfaction reports ) to determine if they will be shutdown.

 

[CIWS]

It is not GM. It is just that dealer.

:yeah:



If you have a dealership that you don't feel is treating you like the customer should be, find another. There are some decent ones out there as well as the ones that suck. The dealership I deal with has always had a loaner car for me when it was a scheduled appointment or a drop in cause something came up. But I would write a letter to the General Manager and express how unhappy you are with this treatment from his service department for this car purchased from them.

A lot of dealerships are in panic mode because GM is looking at their csi reports ( customer satisfaction reports ) to determine if they will be shutdown.

Which one would think would have them bending over backwards to have a satisfied customer to fill out those surveys to the positive.

 

[ewill3rd]

Sorry you are all the way down in TX, we don't treat our customers like that.
We have an Enterprise office in the front lobby, we do run out of cars but they are pretty good about arranging to have one here if you make an appointment and we know you need a loaner.

The battery cable issue is a recall that applies to certain VINs. He should be able to check in 2 minutes to see if it applies to your car.

 

[Kadonny]

I had my battery cable TSB done no charge with no symptoms AND a free loaner car to boot. Go to a different dealer asap.

 

[darjae]

The battery cable issue is a recall that applies to certain VINs. He should be able to check in 2 minutes to see if it applies to your car.

I know. Lindsey Cadillac checked the list for me and my car is on the list. The worst about that is that the service guy never asked for my VIN. He actually didn't even ask what car I was driving.

 

[Krug Ford]

If you were here I would take care of you.

 

[vperl]

If you were here I would take care of you.

********************************

Scott, move the dealership here.

I'd stop by everyday for coffee, and a lesson on all the stuff on the V

 

[neuronbob]

This sort of stuff is clearly dealer dependent. Some Lexus and Acura dealers are awful and cheap, as well (though my Acura dealer was absolutely awesome). I'm hoping that the local dealer I choose for service on the V will be helpful, I plan to use the same one my MIL does and which treats her very well.

If I could easily drive to Superior for service, though, I would. :thumbsup:

 

[Luna.]

Sounds familiar, good luck getting anyone at GM to care.

I disagree with this. This seems like dubious propaganda...:hmm:

 

[Vlakaz]

It seems to be hit and miss between dealers. Some dealers have great sales departments but Service is horrible....

 

[vperl]

It seems to be hit and miss between dealers. Some dealers have great sales departments but Service is horrible....

*********************************

Service, in most dealers are Great, some are very, very good, others not as good.

My problem is the sales, they seem, is some dealers store, stock, and place vehicles on the lot. Others, like the dealers here, Superior, and Tony's dealership seem to have the correct attitude.

The Sales manager of Superior told me, "we price cars to sell, we are not a museum"

Plus, they actually backup those words with action. All the folks that really want a V they have them NOW to buy. Lookie loos, can look,
the folks here actually buy.

Ask the ones that have V's, sales from dealers that hold hostage a V
are just slow.

 

[jwa999]

Crest Caddilac in Plano,tx is ok sofar. They fixed the battery cable by themselfs during oil change, had them look at the rear door closing a little easier. Got a enterprise rental, a Cobalt, yak!
Only thing I didn't like was I brought it in one a thursday to one service advisor, but then that service advisor was gone friday, so i had to track down his partner...
And they will wash your car anytime you ask for it, but i'm not a big fan. I enjoy washing it myself and I want to insure that the brake rotors are cold.
Now I have to restore stock tune if I want to bring it in for the from wheel clicking, but i'm just enjoying the heck out of jesse's tune, i'm going to wait a while!

 

[CTSV_510]

I know from reading the salesman literature for the V that the salesman were told that the target market for this car would know more about the car than they did. Were the people in the service department not told the same thing? Is it normal to have to wait 2 weeks for a loaner?

That is cool, as least they gave them a heads up.

My two local dealers always had a car waiting for me when I had warranty work done. Never argued with me about anything, just made of list of my concerns, checked them out, and fixed them.

I had my battery cable TSB done no charge with no symptoms AND a free loaner car to boot. Go to a different dealer asap.

^^General Sales was one of the dealers I have used and have been very pleased with. I bought my car used and rolled up to their dealership to ask a couple questions and they sent a tech out to the parking lot with me to go over the car and answer all my questions and recalibrate my tire pressure sensors and keyless remotes. He spent at least 45 minutes with me and I didn't even buy my car from them.


OP - Find a new dealer.