DealersEdge Professional Forums

Okay, I took the training on this fiasco last month, I do not remember anywhere in the training on how the "points" get entered under the customers name. We have a customer claiming that we have shorted him 400 points. Gm calls us and wants to know why we haven't entered any of his sales.
1. No one here knows anything about us entering points into a system. Did we miss something?
2. Customers purchases were before program started but GM has assured him that we will fix this?

anybody have any info on this crap.

X476 wrote:Okay, I took the training on this fiasco last month, I do not remember anywhere in the training on how the "points" get entered under the customers name. We have a customer claiming that we have shorted him 400 points. Gm calls us and wants to know why we haven't entered any of his sales.
1. No one here knows anything about us entering points into a system. Did we miss something?
2. Customers purchases were before program started but GM has assured him that we will fix this?

anybody have any info on this crap.

That is GM's answer to everything the Dealer will fix it. A customer orders an accessory online chooses to pick it up at the dealer, does not see that the dealer is an hour away, customer calls said dealer and wants dealer to ship him the part no charge because he wanted to pick it up at his local dealer and it is the dealers fault. Dealer says no and says he will refund money. 20 minutes later GM calls and wants to know why dealer will not ship part to customer that WE need to fix it! I fixed it! I called the customer and told him his money has been refunded buy it down the street!

So the dealer is always at fault, NOT GM!

Dealer cannot fix this. This is not a CAC issue, but directly with the GM program vendor. We have NO admin on this program, except selling Service to the customer. GM picks up all of their VIN's (I think when I signed up I could only put in 3 of my 4 GM vehicles) and GM (or their sublet vendor) puts the points on the customer balance.
Purchases prior to the program start date have no way of getting added by the dealer, and I don't think it fair for the customer to even ask.
Otherwise I personally would have 25 million billion points!

Any points used must be on a repair order. You cannot use them on a parts ticket, since the vendor pulls the information from your system. If they want earn or use points you will have to run it through service on an RO. Gotta Love that Great GM Feeling!!!

Thanks to all. I retook the course in the Center of Learning and found the directions for dealer sign up that states what you have stated. I passed this on to a highed power.

thanks again

X476 wrote:Okay, I took the training on this fiasco last month, I do not remember anywhere in the training on how the "points" get entered under the customers name. We have a customer claiming that we have shorted him 400 points. Gm calls us and wants to know why we haven't entered any of his sales.
1. No one here knows anything about us entering points into a system. Did we miss something?
2. Customers purchases were before program started but GM has assured him that we will fix this?

anybody have any info on this crap.

GM pulls the repair order info, with their download each night. Dealers are charged 2% of the c/p R.O. , per Rewards Member, right off the bat. Not money which is reimbursable, by GM at any point. ONLY the voucher amount is reimbursable. They feel the customer will return to redeem the Rewards voucher(s) and spend more money with you OR any other dealer in the My Rewards program. The points are portable, stackable and do not expire for 5 years.

I refuse to participate, as a Rewards Member, so my dealership is not being charged 2% for everything I do in Service!

I also think the Parts Invoices, for accessories/etc., are able to be entered in the Sales Voucher section of the ap in GlobalConnect. But GM should really clarify that further.

I have done 3 on counter tickets. All were paid.

[quote="Denise Trimble"]

" ONLY the voucher amount is reimbursable. They feel the customer will return to redeem the Rewards voucher(s) and spend more money with you OR any other dealer in the My Rewards program."

Remember when treating the customer right and fair pricing was what brought the customer back. Now it's some corporate goon that thinks no matter what you charge ( you need to make up the 2% somewhere), if you dangle a twinky in front of their nose they will come to it. Not only that but we can charge you for the twinkies and if the customer never come back, well you still owe for the twinky. Kind of like the money laundering done in the back alleys of NY back in the 30s. LMAO, their concept of reality keeps going further and further away.

CMayne wrote:

Denise Trimble wrote:
"we can charge you for the twinkies and if the customer never come back, well you still owe for the twinky. Kind of like the money laundering done in the back alleys of NY back in the 30s. LMAO, their concept of reality keeps going further and further away."

Hey there, Cliff! Boy, you said it!! As long as their programs are dealer funded, all or in part, in a do-or-be-damned manner; forever ...........shame on GM! (And that f'n Twinkie is full of poison fluff!)

I have also done several on parts counter tickets that have been paid promptly. Funny program they have though. You have to go through the "Service" desktop, bill a "Parts" ticket, and oddly enough you get reimbursed on the "Sales" invoice, not the parts invoice. Well played GM, well played!!

I had a guy today that had 4 different vouchers. It took well over 20 minutes for the entire process from start to finish, as we've been doing these while the customers here, because for all we know, people could be making copies of these vouchers and trying to use them more than once.