Starting on Week Three With Volt in the Shop

[mikeg3]

I have not had the bad experience recounted here, but I can see that part of the problem is that GM's logistics are stuck in the 20th century. Online retailers know exactly where every item is at all times, when it will show up, how many to stock, and how to respond to contingencies. If a DVD gets a favorable review, the factory is cranking out more copies by noon.

There is software that does an excellent job of putting optimum spare parts inventories at each depot and each service site. The airlines swear by it.

When Amazon misshipped a $15 book, they overnighted another copy to me. I'm not a VIP. That's the new normal for customer service. If the initial parts shipment does not get the car back to the customer, all other shipments should be overnight.

If GM can't fix their system quickly, they should outsource it to UPS. UPS offers end-to-end logistics to major companies on a "my warehouse or yours" basis.

Some years ago, GM and other US manufacturers thought that the only way to ship zero-defect cars was to spend unacceptable amounts on QAing the finished cars coming off the line. Honda showed them different. Now it's time for GM to learn from Amazon.

[FrankIII]

Years ago when I was working auto repair, if I needed a part, the GM dealer I was working with would "VIP" (Very Important Part) it for me and I would get the part overnight when I did request it at the GM dealer. That dealer has gone under since that time, and I do not know if GM still "VIP"s parts like that.

[AtlantaVolt]

Several other brands, this is the "normal" for parts ordering. You order before 4PM, it will be at the parts counter the next day.

[cruiserlarry]

I really appreciate all the support, folks - for I while I was beginning to feel like I missed something.

Communication is absolutely the biggest issue to me, in addition to the fact that having no replacement parts available is ridiculous.
The idea behind the "Volt Advisor" is great - but GM has not implemented a functional system, but rather a superficial one. My Advisor, while likely doing all he was trained to do, provided no useful information or assistance - in fact, I've had no communication from him in almost 2 weeks. It seems this service is run by a marketing firm, as opposed to an internal GM group that can provide real technical assistance and information. This is not acceptable to me, regardless of my attitude (which was very professional, but to the point). I was told he was tracking my case, working to expedite the parts, and would follow to make sure everything went well - but NOTHING.

My issue with the dealer is more minor, but still important. The Service Writer should be following up on the parts situation, and the Service Manager, who seems to be avoiding my calls, should be communicating directly with me, every day if necessary, until I'm comfortable with what's going on, and the job is done. I've experienced excellent customer service from many companies in different industries, and from many manufacturers whose products I distribute and sell. But GM seems to be missing an important opportunity, to quote an earlier post, to make lemonade here.

Additionally, despite my posts here, and the monitoring of this forum by the Volt Social Media Advisor here (also missing in action for the last 2 weeks), still no change in procedure. I was supposed to hear from the dealer to let me know if the delayed part showed up, so I know when to pick up the Volt, but I never received a call today from anyone. And I still have not heard from the GM area rep, who was supposed to go over my case with me before the work began. Nothing.

This should be a 2-3 day job at most - but I have no idea, after more than 3 weeks, when this will be done...and that is wrong.

[cruiserlarry]

Well, my ordeal is finally over...I got my Volt back on Friday, a month after dropping it off.

The good news is my Volt seems to be running fine - and driving the Aveo and Camaro rentals just reinforced how much I really do love the Volt (and ironically, none of the other GM products I've driven). The Volt feels better constructed, performs better, rides smoother, and is more comfortable than either of the rentals I used (both were 2013 models with about the same mileage as my Volt). Even with the decent fuel mileage the Aveo and Camaro get, I still spent almost $300 driving them only part-time - demonstrating something else I really love about the Volt - virtually no gas needed in my normal commute. I was at gas stations more during the month with the rental cars than the entire time I've owned the Volt.

So, after all the drama, I've come to a few conclusions:

On the negative side, General Motors factory service, and the way they deal with their customers, is still as awful as it ever was. It was my biggest fear when originally considering purchasing the Volt, and my fears were confirmed with an exclamation point. GM is still completely out of touch with their customer base, with their dealers, and with modern logistics. Despite the huge effort put forth to create a technological marvel, one with the possibility of altering the public's perception of electric and alternative fuel vehicles, GM has failed to integrate an equally progressive customer service protocol. The Volt Advisor program, while sounding like a great service, is nothing more than a marketing joke to make the customer think someone is helping them - but no actual help is either provided or demonstrated at any time. For the record, I've had no contact with either my personal Advisor Jake, or the forum Advisor here, for over 2 weeks. If this is the extra service GM is instituting to make Volt owners feel special, they need to hire a new marketing company - quickly. Better yet, bring it in-house, and assign real Volt techs to handle the phone lines - and see how much better folks react when they receive accurate, timely information to their questions and concerns.

On the plus side, my local dealer employs a highly qualified Volt technician, and a service manager who wants to make sure customers go away satisfied. While their efforts seem to be hampered at every turn by an inefficient system outside of their control, I was told they would make it right for me, and they have done what they can to make that happen. From making sure my rental car headaches were handled, to taking care of my fuel charges, and now today, with an offer to reimburse me for 2 car payments for my inconvenience, Matt Gooding at Power Chevrolet in Valencia made sure I knew they were on my side.

Finally, I realize some of my frustration with this entire situation was a result of just how much I have become attached to my Volt.
I love the quiet, smooth ride, the modern look, the convenience and time savings of the HOV lane, and the economy of being able to complete my daily commute without consuming any gas.

Thank you to all who listened to, and commented on my posts - I appreciate the feedback, both good an bad, and hope all of it leads to a better customer service experience for all Volt owners in the future...

[Volusiano]

^^^ Please follow up and post here in a week or two to let us know if the problem recurs at all. It looks like many others who had the bearing noise problem thought they had the problem finally resolved, only to have the problem recurring again shortly afterward.

[Ron C]

Many? I saw one report of re-occurrence here. Still, pay attention as it could happen.

[Volt]

Larry, my guess is you haven't had a phone call because you're a customer from hell and no one wants to deal with you. I say this in the nicest possible way and as a purely personal observation -- I am in not in any way, shape, or form affiliated with GM.

When looking at your posts, from day one you were histrionic, talking about an "ordeal" and whether you could get "compensation". This quickly moved to musing about whether the problem entitled you to return the car under a lemon law, an idea so far out of the frame as to be comical, especially given that you have 40 years of experience in the automotive business. Then the loaner car wasn't up to snuff and you were suffering because you couldn't use the HOV lane. Finally it's come down to ranting about people not keeping you informed by the minute 24/7 and not taking your rather misguided concerns about how the wait for repairs will damage your HV and 12v batteries (it's a non-issue as your advisor told you).

Your mother may have told you that you were special. She lied. You're not. As far as I can tell:

1. Your problem was diagnosed quickly and accurately
2. You were given a loaner and they are paying for gas -- above and beyond IMO
3. Your part showed up in a week -- not ideal perhaps but not a bad wait at all (I've waited weeks for a Leaf part and a friend had to wait several weeks for a replacment part for his Leaf charger)
4. The part is being put in quickly and presumably competently

IMHO I don't think you have any basis for complaining about the service.

Wow, this was a really harsh and unnecessary post, and from a Moderator no less. I would've expected more professionalism from a mod. If I were Larry I would've ripped you to shreds. I'd be just as pissed about my car being out of commission for so long and for the complete lack of competency and communication. I'm the type that if you tell me it's going to take 2 weeks, and it actually takes 2 weeks, sure I'll be a little upset but I can understand. If you tell me it's going to be a couple of days every couple of days, I'm going to grow tired of that situation really quickly. Communication and follow through are key in customer service.

[cruiserlarry]

Wow, this was a really harsh and unnecessary post, and from a Moderator no less. I would've expected more professionalism from a mod. If I were Larry I would've ripped you to shreds. I'd be just as pissed about my car being out of commission for so long and for the complete lack of competency and communication. I'm the type that if you tell me it's going to take 2 weeks, and it actually takes 2 weeks, sure I'll be a little upset but I can understand. If you tell me it's going to be a couple of days every couple of days, I'm going to grow tired of that situation really quickly. Communication and follow through are key in customer service.

Thanks for your support.

I did respond to his post, but I didn't feel the need to "rip him apart" - I just wanted set the record straight.

If I had I known at the time he was a moderator here, I would have added some additional commentary, as his diatribe was completely rude and unrepresentative of what this forum (or any forum) is about. But it was his opinion, and in all fairness, he based it off of the parts of my posts he actually read, as opposed to all of them in their entirety. It demonstrated how a little knowledge can be a dangerous thing. As far as his comments about my mother, while I'm sure they were tongue in cheek, it seems to suggest he might have had a less than idyllic upbringing, and that resulted in a lack of empathy towards the issues of others.

If his Volt (or Leaf) should ever encounter a serious problem, I'm glad to know he will allow GM (or Nissan) and their representatives, to do whatever they want to do, in whatever time frame they find appropriate, without complaint. So, if others are not satisfied with the way the system works, they will have folks like DonC to thank for the apathy and delay perpetrated on them by GM.

But that is not OK with me. IMHO, if a consumer does not pursue the level of customer service they feel they are entitled to, they will get the level of service they deserve; and in this case, I felt I deserved better from GM.