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Old 12-03-2004, 09:54 PM   #1
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Default A Bad Service Department

Okay,

i didn't learn the first time. i thought i would speak with the service manager and everything would be fine. Sounds great! Had a nice long talk with the service manager about his service people from the last time and he agreed that they had made some mistakes, the guy handling my car that time was new, and he was sure it would not happen again.

Well, here i sit writing for some advice. Low and behold my oil pressure sending unit went out again and i had a pesky service security system fault flashing at me intermitantly. the repair replace the sending unit and the security system "brain" is on GM backorder.

i drop my car off on Tues afternoon. Wait all day Wednesday for a call from the service department on my car. at ~1710 the service department calls and says they are waiting on a call back from GM on the "brain" and i have been authorized a rental car. But i need to get there by 1800. great, only 50 min to find a ride from my work accross town to the rental agency. no luck. yeah, i could have called and had the rental company come and get me but i did not think of that until 15 or so minutes later and by then it was too late for them to drive over and get me.

So this is the first quandry . . . shouldn't the service department have given me an earlier call seeing that they had my car?

next morning, Thursday, i went to the rental car company and picked up my Grand Prix GT. Nice car, but the Bonneville is the one for me. anyway, i am sitting at work taking care of protecting the world (as i do everyday ) and i get a call from the service department. "Mr. Xac Xado i have some good news and some bad news for you" oh yeah just what i need to hear from a guy that has my baby! i thinking he dropped my car off the lift or while out on a test drive the employee totalled my car. no, someone decided to use my windshield for target practcice. shattered it, he says. Glass all over . . . .it wasn't like that when you brought it in was it . . . .here is the local sheriff to take down some infomation from you. okay, where is the good news??? well, they were going to be nice and replace the windshield for me at their cost. WOO-HOO!!! Excuse me, but it happened on their lot with their security aren't they responsible (in short no - but i will get to that later). cool, they are gonna take care of me. maybe they aren't as bad as i thought.

Cut to the end of the day. i head to the dealership with family in tow so i can pick up the car, return the rental and get the wife to some shopping. i pick up the keys hand them to the wife after a quick look at the car we are off to the return the rental - new windshield looks fine and the pressure gage works. yee haa!

turn in the rental and head back to the comfort of my Bonne. the wife comes out of the drivers seat brushing off her bottom, which i normally don't mind seeing, but see is saying that there is glass on the seats!!! what??? sure enough i look inside and there is glass shards on the dash, seats and rubber strips hanging out partying with the glass. i call the dealership and they are very apologetic - they thought it was clean, bring it back and we will take care of it. cool, not much harm done just another 30 min i have to spend at the dealearship.

they "clean" my Bonne. NOT! right on the center console, in plain view is stirps of window rubber and glass. oh boy. i grab the pieces i readily see and walk back in. show them to the other service tech and tell him i want the service manager to call me.

So, here is the second point of reflection . . . shouldn't they have cleaned it right the first time? What about the second time? am i being unreasonable here? and that is just what i asked the service manager later.

20 min later still no call. So, i call him and here is the gist of the conversation. he believes they went above and beyond by replacing the windsheild as they are not "technically" required to replace it. as he explained it they dealership is not responsible for damage done to a vehicle on their lot?!?!? WHAT???? And they did try to clean it. he understands if i take my business elsewhere. it is up to me to clean up my car.

WOW!! see if i am heading down the wrong track here in my apraisal of this conversation.
- i am responsible for damage to my car even when i leave it with the dealership
- they do not have to clean it, even though they offered to, to the point of being clean
- and last but certainly not least . . . .He does NOT care if i bring my business back there again!!

HELP!!!!!
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Old 12-03-2004, 09:59 PM   #2
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Report them to GM, and find another dealer. You shouldn't have to put up with that.
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Old 12-03-2004, 10:14 PM   #3
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yea that is not acceptable for a GM Service Department
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Old 12-04-2004, 12:04 AM   #4
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Hey XAC-

Actually I believe YOU are at fault. You should exercise more patience with these nice people.

I wish you had called me! I'm over at DPL Inc., Woodman Drive all day. I live in Bellbrook. If you are protecting the country all day, you must work at WPAFB. Right?

Sorry to hear about your trouble. You are absolutely correct in your thinking. Well, is it Moorman, Rodgers, or the place out by the Dayton Mall (can't remember the name).?

I have run into the same type of problems with dealers, EVERY ONE! That is one reason why I NEVER buy new, AND why I'll go to the ends of the earth to research how to fix my own. I'm about to tackle the intermediate joint in a few weeks. I would not take my Bonne to a dealer for love or money.
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Old 12-04-2004, 12:06 AM   #5
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Oops! I meant "intermediate steering shaft".
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Old 12-04-2004, 01:38 AM   #6
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File a complaint with the Pontiac Customer Assistance Center.
That dealership needs to be reprimanded.
I PM'd you their number.
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Old 12-04-2004, 10:15 AM   #7
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compyelc4,

Yeah, i work at WPAFB and yes it was the dealer by the mall (i don't want to name names unless we are allowed to). what dealership have you heard good things about? i am still under warranty until 79k about 18K to go. i heard that, and have a good experience with Jeff Schmidt in Fairborn. i am thinking about calling them to get the Security System "brain" installed.

i know that some people hate the dealers but with all of the electronics and computers on these new cars it makes it difficult to work on. i love the old cars.

anyway, i don't think we should have such poor service from a dealer. the funny thing is the service manager agreed with me on that point - why would i want to come back and buy a car from them if i can't get great service????
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Old 12-04-2004, 12:03 PM   #8
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Quote:
Originally Posted by Xac Xado
(i don't want to name names unless we are allowed to)
Throw names out there, especially if you are having problems with them, you don't want someone else getting hosed by them.
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Old 12-04-2004, 08:10 PM   #9
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I am certain the dealership has insurance to cover any damage to your property while in the care of their personnel on their property. I encountered a break-in once to my Pontiac while on the dealer'* lot. The dealer bent over backwards to let me know I was covered by their insurance. That place was Lang'*, in Fairborn, Ohio. I think it is now called Jeff Schmidt. An auto carwash broke a brush spring and broke my outside rearview mirror (300ZX LOL). Again, no problems. That little guy cost the car wash'* insurance company $160. Someone backed into my 92 Bonne SSE while parked in a local tire dealership'* lot. Yep, you guessed it, 100% satifisfaction. Another tire dealership sat my 300ZX wheel down on a dirty floor scratched the heck out of the polished alum wheel. Again, no talking back from the tire place. Just a brand new wheel in about 3 days!

If I were you I would write a letter to the president/owner of WALKER PONTIAC, SR741 Miamisburg, Ohio. I am certain that he would be quite interested in your story. A polite but firm comment from you, in writing, may work wonders. Now whether you will ever deal with them again is another matter...........................
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Old 12-04-2004, 10:25 PM   #10
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One and ALL,

Let it be known that Walker Pontiac in Dayton OHIO is not the place to go for good service!!

i will call the owner, write a letter, and calll GM/Pontiac.

Thanks everyone.
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