GM TRACS

Parts007 · Post by **Parts007** » Tue Jul 30, 2002 6:41 pm

Has anyone else had problems over the last few weeks with tracs? I have noticed a MUCH longer wait time to talk to SPAC and Partech. I also get busy signals when trying to call much too often. Since the parts catalog is far from perfect, we find ourselves calling partech quite often. It is embarassing to make a retail or internal (technician) customer wait 12 to 30 minutes to get an operator on the phone to get the right part number. I certainly don't have the time to waste on the phone!

Gerry Laughlin · Post by **Gerry Laughlin** » Wed Jul 31, 2002 7:39 am

I asked one of the guys at Partech what was up and he said that they had gotten taken over by a new company, and that they were upset by the package the new company was offering them, some of the advisors to the point of leaving the company. So the people that are left are not only upset about their new package, they are also having to pick up the slack for the people that left. From his response it did not sound like much was being done to correct the problem though.
Don't you love this "World Class Service" we are getting from GMSPO?

Gerry

kenm · Post by **kenm** » Wed Jul 31, 2002 12:10 pm

well, according to my rep, partec was transferred from EDS to another provider, and only 60% of the then current people were kept on. So you have a 40% new person factor, plus new situation etc. rep says soon it will be better than it was before....I hope it just gets back to how it was

Gerry Laughlin · Post by **Gerry Laughlin** » Wed Jul 31, 2002 1:32 pm

Ken,
Sounds like your rep said just about the same thing the guy at partech said, except your rep sugar coated it.
Gerry

Parts007 · Post by **Parts007** » Sat Aug 03, 2002 1:37 pm

Thanks for the response gentlemen. Kenm, you hit the nail on the head!! "I hope it just gets back to HOW IT WAS!!!" ANYONE FROM GM LISTENING?

partsray · Post by **partsray** » Tue Aug 06, 2002 11:44 am

Yes, gentlemen. I too am experiencing poor service from TRACS. I would like to see a return to good old American service standards. The 11 to 18 minute wait for an attendant seems like "3rd world class" service to me.

teamparts · Post by **teamparts** » Tue Aug 06, 2002 7:26 pm

Maybe it was the same guy who decided to switch chemical companies a few years back. That was a huge sucess!

vaxley · Post by **vaxley** » Thu Aug 08, 2002 4:09 pm

Yes, TRACS is busy every day during 11-3 hours PDT - I can top the 33 minutes - 1 hour and 19 minutes was a record - and it turned out that GM did not have a part # for the part I needed, so it seemed like a waste of time. MAybe they should take our discount funds they took away from us and spend it on quality people to answer questions about stuff that SHOULD be in the catalog - or have a parts person build the catalog so we as parts people could understand it.