Friday, July 1, 2016

Today I opened a complaint with GM because emails like this went unacknowledged

EMAIL OF 5/20/2016 to service manager of Davidson of Rome.
I have a few complaints about the service recently done to my 2011 Traverse and the customer service given to my husband and I at Davidson's of Rome.   I know that my husband has written about some of them in a recent email and that he talked with Mr. B this morning. By the way, congratulations to Mr. B on his promotion, since it says on his card that he is the assistant service manager. You might want to get the website updated because on that he is a service advisor. But we will get back to Mr. B role in this fiasco in a few paragraphs.
Forgive me if I reiterate what was in my husband's email. I do not want the insinuation made again (it was made twice by LC) that my husband and I do not talk to each other.
During the week of the 25th of April we took our Traverse into Davidson Automotive Rome, New York, because the air conditioner did not work. At that time it was understandable that the service technician, unable to find a problem, would fill the air conditioner and add dye in order to see where the problem was occurring. When I picked up the vehicle I was asked to make another appointment. I wanted one later in May because the first two weeks were going to be hectic, I needed my vehicle, and I despised the loaner I had used during a different service appointment a month earlier. LC fairly well insisted that I make the appointment for May 9th. I did inform her that I needed the Traverse later that week to pick up my daughter from college.
On Mother's Day evening my husband and I left the Traverse at Davidson's in order to make sure it was there at 7:30 am the next day. I do not understand why, if the Traverse appointment was at 7:30 AND it was known at the prior appointment that the problem was NOT visible nor apparent, my vehicle was not seen until 10:56am. If the Traverse had been seen earlier, and the phone call made to GM earlier, then the warranty company would have been contacted earlier and it is probable that the vehicle could have been ready sooner.  LC had told me that there were other cars that needed servicing. I get that, I do.  So be honest, say that it might not get worked on when I need to be, but when it suits your dealership.
LC then called my husband and got us a loaner (ugh, I despise the Impala- the rear window is too small). We were told that the Traverse would not be ready Tuesday, but that she would call us Wednesday. Wednesday we got the call that the job would take about 10 hours and my      husband reminded her that we needed the Traverse back before we left the area on Friday morning. My husband called LC Thursday after 1pm and reiterated that I get out of work at 2:30. I arrived about 2:50 and was told that the Traverse was not done and that I  could come back in an hour. I explained that I lived in Westmoreland and was not going to drive there to just turn around and come back. I also said I was absolutely not happy and wanted to see the date and time stamps on the work that had been done. Lisa did show them to me, but when I began to ask questions, well, answers were not what I got.
LC was being a great service advisor, but not a great customer service representative. I heard her explain that she had seen pieces all over the place just an hour earlier and that things happen and it was a major job and I just needed to understand. Well, I am an extremely well educated human being and have a tremendous lexicon, but it is hard to understand why my vehicle was not done when I was asking questions and the person who could give the answers was too busy spewing the party line to hear the questions, much less give concrete answers. I also heard quite well the two times she made the inquiry about whether or not my husband and I talk. For a dealership that states that they are "Nice People to Do Business With' snarky comments like that belie your slogan.
While Lisa was pontificating and I was attempting to get her to give me details (to be fair, she did hear what I said once in a while and give an answer) in comes Mr. B.  Davidson chose a great assistant service manager because without my request (but perhaps hers) he came to the assistance of LC. The problem was, now I had not one, but two people talking- AT THE SAME TIME- and neither of them listening nor responding to what I was asking.  Having worked customer service, having taught middle school and recalcitrant students I knew that mollifying them was probably the only way to stop them. So I said I wasn't mad at Davidson's, I knew they did a great job, it was a design flaw that made getting to the problem so difficult. I even told that I hated the other major design flaw - the buffeting noise when one or more windows are down. LC understood immediately, but Mr B. said that you just had to open more than one window. Not nice, patronizing and dead wrong (really, I am bright enough to try everything), but 'nice person' to work with. Uh. no.
Stan was also not really a nice person when I was going to leave. When my Traverse was ready I went out and got in; and could not find the female end of the seatbelt. I re-entered the office area and told LC. Mr.B jumped to help; and pulled out the male end and saying "Here it is." I replied "Not that one." Mr. B  reached in, between the driver's seat and middle console, and told me "It is right here, it moves back and forth." Unless the female end of the seatbelt is left in the wrong place, it is quite difficult to push. I know. I have since tried. To say that I felt patronized and insulted is an understatement. To say that I thought that Mr. B was not a nice person and was perhaps a throwback to the era of chauvinist males who do not believe that women have a brain in their heads- well that is also an understatement.
As I pulled out of the bay, I noticed a rattling noise, but thought it might be something we left in the console or somewhere. I checked the air conditioning and it did work. When I got home I noticed the numerous grease/oil marks. The next day before leaving, my husband left a voicemail about the rattle and marks. He called again late that afternoon because no one called us back. (Just so you know, nice people to do business with promptly call back customers.) He was told to stop by that afternoon. Uh, yeah, because we hadn't made it abundantly clear to multiple people that we were going out of town.
Today my husband spoke with Mr. B for about 45 minutes. Mr. B was astonished that the comment had been made about Bob and I not talking (that doesn't surprise me since, even though he was standing next to LC one of the times, Mr B was too fond of the sound of his own voice and never was quiet long enough to hear anyone else say anything.) My husband was told that the warranty company sometimes takes a day to decide what to do, which I understand. Bob brought up the fact that two people had been talking at me and not listening. Never once in the forty-five minutes did Mr. B identify himself as one of those people, nor tell my husband that he (Mr. B) had had any interaction with me whatsoever on May 12th. Nice people to do business with don't prevaricate or commit sins of omission.

By the way, the air conditioner no longer works as of 7:18 this evening 20 May 2016. 

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