Service Managers

[all4glh]

For those of you that are service managers at dealerships or work for Saturn Corporate (not the customer care), please send me a PM or e-mail to longwaydownit@yahoo.com

Thanks.

[MGM1979]

uh oh - I smell drama...

[all4glh]

For short, Saturn roadside assist had to pay to have my car towed 70 miles because the Saturn that is 1.2 miles away refused to service my car. I had problems with that service manager about a year ago about warranty work that he refused to do, it was metallic clicking in the front end anytime I shifted gears or went from a stand still to reverse that he said was "normal", all of that without even looking at it. Needless to say that I now have to drive 70 miles to get my oil changed or have service done at a saturn dealership. That pretty much means that I will never own a Saturn ever again. I am wondering WTF can I do from a customer service point of view. If I didn't love my car so much I would have traded it TODAY on the caliber SRT-4, and if the dealer had one in stock. :D Luckily, the Saturn that is 70 miles away is taking care of everything and have once again gone above and beyond IMHO.

OK that ends me on the :soapbox:

Any suggestions?

[Cat Ion]

Formal complaint against then with Saturn Corporate. And also file a complaint with the BBB for them failing to repair items covered by manufacturer warranty. That should get some people involved real quick.

[rlinbatonrouge]

You are pretty much screwed. You can file a complaint with the BBB but that's about it. Saturn corporate will tell you to just go to the next dealership.

[Cat Ion]

Unfortunately with the BBB, you really don't get anywhere either. They log your complaint and that's about it. The only time your complaint gets viewed is if someone personally requests info on a particular business. But still, if you told the service manager you were filing a complaint with both, he might open an ear for a moment.

[MGM1979]

I've filed with BBB before and received FULL refunds - not against a dealership, but the process played out ok...worth a shot.

I'd still call corporate and explain to THEM what you plan on doing (BBB, etc) and see what they say...they may not be happy with the offending dealership and throw you a bone, while scolding them :shrug: Again, worth a shot...

[rlinbatonrouge]

Remember, the people that you talk to at "corporate" don't work for Saturn. They aren't even GM employees. They work for a sub-contractor that just answers phone calls and then act as a type of mediator when they call the dealership. For the most part, they know NOTHING about cars. The old system worked much better when they actually worked for the manufacturers but now that is a different situtation. It reminds me of calling for tech support on my phone service.

[bc3tech]

Remember, the people that you talk to at "corporate" don't work for Saturn. They aren't even GM employees. They work for a sub-contractor that just answers phone calls and then act as a type of mediator when they call the dealership. For the most part, they know NOTHING about cars. The old system worked much better when they actually worked for the manufacturers but now that is a different situtation. It reminds me of calling for tech support on my phone service.
which is probably still better than calling Dell tech support
:killtard:

[MGM1979]

It reminds me of calling for tech support on my phone service.


Oh shit - does the future of GM/Saturn corporate include calling in to get some dude who works nights at 7-11, but who's name is "Robert" :freak:

:shrug:

[bc3tech]

Oh shit - does the future of GM/Saturn corporate include calling in to get some dude who works nights at 7-11, but who's name is "Robert" :freak:

:shrug:
or who's city you can't pronounce, who's greeting you can't understand, but who's name is "steve"? :no:

[all4glh]

The problem that I have is that the local dealer is 1.2 miles from my house and the next closest dealer is 70 miles away. The local place refuses to do ANY work on my car AT ALL. So tell me how this sounds to you guys? Call Saturn corporate, tell them that I want out of my Saturn because of the dealer here refusing to do ANYTHING for me, and see if they can give me GM employee pricing PLUS a hefty rebate to get me into another GM vehicle. I also plan on calling the owner of the franchise or general manager of the local dealer to see about what the service manager is doing? And, wouldn't you know, the last time that Saturn customer service called the local dealer and asked to speak to the general manager the service manager said that they didn't have a general manager and that the department managers do as they please. WOW!!!!!!

What are my odds with the request that I'm going to make to corporate?

BTW, got my car back today from the dealer that is a light year away. FULLY warrantied the work, gave me a rental and apologized for my horrible experience with the local dealer. THAT is the service that I expect as a customer.

[MGM1979]

have you tried a Chevy dealer???

They should be able to get all the same parts and warranty the same work...

[Cat Ion]

Don't even waste your time threatening to go to the BBB. Just do it, then tell them that you already filed a complaint there. Then threaten that you will be calling Saturn Corporate to file another complaint. Get them to see you're laying a paper trail of complaints. Then the local GM might actually get involved.

[all4glh]

I will be calling the BBB on Monday. I already have several complaints on file with Saturn customer care, even the lady who set up my towing wrote a note about the guy being sub-par. I just sent an e-mail, I think to one of the owners, and asked to be contacted either by phone or e-mail. We'll see how it goes.

And it has to be bad if the lady at roadside assistance wrote a note about the guy. Right?

[italianjoe1]

have you tried a Chevy dealer???

They should be able to get all the same parts and warranty the same work...

Chevy can't do warranty work on a Saturn, or GMC or any other GM brand.