Dealers and report cards

[AllenL]

I just recently took my 3369 into the dealer to have the software updated. My prior experience with the dealer was so-so, just like those that want to do the minimum of service. I went back to the same dealer to perform the software update because basically theres no other choice inside a 10 mile radius (this is the Silicon Valley).

To get to the point, the dealer performed flawlessly. Highlights were, 1) automatically giving me a loaner car without asking 2) Each detail of the software upgrade and printout was given, 3) The Volt specialist tech was sitting along with the service manager talking to me and manager about how to go about getting the things fixed the best way. 4) car was charged (dealer known not to) 5) washed, 6) most important of all, fixed a rattling of the B pillar airbag unit from driver side that the field engineer was on site to examine and was recommended to replace because of safety issues (it was not looked at last time).

At the end of the 2 day service, I was told I will receive a survey which was his report card. Therefore the extra mile was to get the best grade possible. The problem I have is this is nearly a 180 service experience from last. If I were to average the grade between my two trips, he'd get average. If I were to grade just this trip, of course he gave me an A+ service. However I'm skeptical that this kind of service will continue. I should add that I was sent to the same dealer after speaking with my VA so that probably had something to do with the report card. I gave a A+ report to the selling dealer in which they 1) haven't sent me my plates yet 2) ignored my request for a shorter air dam.

So I ask Volt owners and VAs here, what would you think of this? If the service were to continue being A+, I can be easily convinced. But again, I'm skeptical.

[stephent]

Don't you get a separate survey for the prior purchase experience? I'd give good grades on the service survey, which is presumably just supposed to be about your previous visit, and poor grades on the selling report card if you feel they did a bad job. If you previously gave good grades anyway despite poor performance, I think it's too late to do a make-up bad grade especially since it might be some other guy getting dinged for it, which would be extremely fair to him, since this time they took good care of you.

I wouldn't downgrade for the plates issue, doesn't the DMV handle that, not the dealer; there's nothing the dealer can do about the delay?

[tboult]

Either they learned from past errors or they are just gameing the survey process. You cannot tell and we readers certainly cannot.

I would expect the survey to have a free form section.. make it clear this is for this recent service and the past would have been a B (or C or whatever). Also say there should be a survey for each service call. Then if they are just responding to the survey, keep them on their toes with constant surveys.

[DonC]

No brainer. Grade for this service. Grading for prior experiences is counter productive. It could be different people or the dealership may be working on improving the service. You'll go again. If your next experience is poor then make that known. But at this point you need to grade this service.

In a sense, grading on the last service would be like a teacher giving a student a "B" on an exam which deserved an "A" because they didn't do well on the last exam.

[Loboc]

I am an analyst by trade working in Change Management. Past experience *does* predict future performance. No matter how much I communicate defects in their paperwork, the same ones continue to have the same issues.

That said, I wouldn't downgrade anyone that is improving because of past performance.

As far as license plates, it' been a real crap-shoot in my experience. Anywhere from days to weeks. I think some dealers batch them up and do them like all on a Friday, for example. There is some cost involved and they may be managing cash flow within the licensing process.

Maybe one of the dealers that posts here has insight.

[AllenL]

I'm just getting the feeling that the service was better this time because theres a report card. You don't send a report card back to GM each time you get your car serviced. BTW the rattling in the ceiling isn't completely fixed, I found today.

[AllenL]

Im surprised to see little response to this. And, my rattle isnt fixed. Dealer wrote 'test drove with owner', which is a flat out lie.

[AllenL]

I guess as the saying goes, third times the charm.

I got 3369 back today and boy, what a difference. The rattles are gone. Finally replaced the airbag on the driver's side and padded the front dash cover. Now going over bumps is just a thump with no rattles. It really gives me a feeling of quality.

Kudos to Fremont Chevrolet in CA. Report card or not, service is good.

[Bird44]

Somewhere I read that 25% of the dealers are excellent, 50% are so-so and 25% are lousy. Is there anyway to let us know which, so that we don't take our cars to dealers that are going to screw them up? I have a rattle in the pass side, and water in the driver side tail light, (which the dealer said wasn't bad enough to replace. Time to find a new dealer) Drives me nuts every time I see it. I am not a big shot, so I guess I will either have to live with it, or replace it myself.
Which brings me to a bigger point, for all the news about the "New GM", you still have the same dealer network. If you have ever been to one (as a normal person, not the pres. of GM) you still get treated like your problems don't matter.
Thanks for letting me vent.

[tedbe]

Somewhere I read that 25% of the dealers are excellent, 50% are so-so and 25% are lousy. Is there anyway to let us know which, so that we don't take our cars to dealers that are going to screw them up? I have a rattle in the pass side, and water in the driver side tail light, (which the dealer said wasn't bad enough to replace. Time to find a new dealer) Drives me nuts every time I see it. I am not a big shot, so I guess I will either have to live with it, or replace it myself.
Which brings me to a bigger point, for all the news about the "New GM", you still have the same dealer network. If you have ever been to one (as a normal person, not the pres. of GM) you still get treated like your problems don't matter.
Thanks for letting me vent.

Went in to the dealer to pick up the new charge cord, which went well. Then I asked them to please check the tire pressure because one of them looked a bit low. I got the impression they thought my request was odd. The service person looked at the tire and asked me if I had gotten a low-pressure warning. I said no and he said the tire was fine. Shortly after that I discovered my OnStar remote was reporting 33 psi in one tire and 34 psi in another. The dealer couldn't be bothered to check the tire pressure. It's a good thing I don't have water in a tail light; I am very good at complaining and I get results, much to the consternation of various service people who have attempted to blow me off :-) (I've even had success with airlines).