DealersEdge Professional Forums

Anyone else getting a lot of pointless GM Customer Service calls lately?

GM has a Customer Service Department dedicated to communicating with the customers directly. This happens when the customer doesn't like what the dealership tells them when a part is on backorder and doesn't like the unknown timeline given from GM. So GM is calling Dealerships to get info from GM (themselves). And this Dept at GM has no access to Global Parts Workbench/ordering or SPAC case information...why not? So they pay people to waste your time at the Dealership to have someone from GM call and get info from someone at GM.

Shortest version
-Customer calls GM Customer Service with a problem
-GM CS calls Dealership to find out why
-Dealership calls GM to get the info they already gave the customer
-GM gives unchanged information back to Dealership
-Dealer gives info back to GM Customer Service
-GM calls customer back to tell them the same thing the Dealership already told them

Its a complete waste of time and money to pay a DEPT of GM to talk to GM.

I had one of these once, the "Customer Service Agent" kept pushing me, demanding an answer. Couldn't understand why I couldn't give her one. But to answer your question, no, I haven't gotten a call in several years now.

Happens quite frequently in service department. It seems the first call customer assistance makes is to the dealer to find out (verify?) what the customer is telling them. Same as in parts department, the information is there for them to see. We run a policy evaluation tool (PET) and it says no assistance. Customer assistance calls to ask why no assistance. They could look up the PET and see the results - NO, they call us because we have nothing else to do --- phones ringing, people standing in front of us, trying to close repair order, trying to explain to a tech why it only paid 2/10ths of an hour under warranty, trying to explain to a customer we can't fix their car because GM can't get us the part.

Got to love this job!! I really wish I was smarter so I could do something else.

I've had several of these calls lately. I always tell them that they should be able to tell me all this information, since after all I did order it from GM!!! Usually crickets

Service Advisor came by just minutes ago after GM Customer Service Agent called him because a customer called in regarding Field Action N202308930 which doesn’t have a fix yet or any parts listed. We are to send an email to a guy at GM and he would send us parts and tell us how to fix it. YAH OK……
Now the customer is under the impression we will fix her car pronto. Who are these jelly beans they have working in this call center. Just throw the dealer under the bus! I don’t think these people have any training in customer handling or conflict resolution. What is the purpose of this department………..just to keep throwing gas so the fire doesn’t go out. This is the second call we had in the past couple weeks. The other one was on the DEF tank. I asked why are you calling me because I have called numerous people at GM from APM , SPAC, Sales and Zone personnel and somehow by you calling me its going to be fixed. Just dumb...……….

FordGuyatGM wrote:I've had several of these calls lately. I always tell them that they should be able to tell me all this information, since after all I did order it from GM!!! Usually crickets

That's what I said to the one GM caller. I said "You realize I need to contact GM for "further information" about this right? Why can't YOU do this part of the job?"

CHUCKINPARTS wrote:Service Advisor came by just minutes ago after GM Customer Service Agent called him because a customer called in regarding Field Action N202308930 which doesn’t have a fix yet or any parts listed. We are to send an email to a guy at GM and he would send us parts and tell us how to fix it. YAH OK……
Now the customer is under the impression we will fix her car pronto. Who are these jelly beans they have working in this call center. Just throw the dealer under the bus! I don’t think these people have any training in customer handling or conflict resolution. What is the purpose of this department………..just to keep throwing gas so the fire doesn’t go out. This is the second call we had in the past couple weeks. The other one was on the DEF tank. I asked why are you calling me because I have called numerous people at GM from APM , SPAC, Sales and Zone personnel and somehow by you calling me its going to be fixed. Just dumb...……….

Its the biggest waste of time/money and most pointless department I've seen from GM yet.

In my experiences they usually have the customer also listening in on the line, so I usually go well over the top as soon as I realize it's the useless customer care center.

"Oh man, I'm so glad you called, listen, I've got a customer broke down and we've been waiting for a real answer on when we will get this Duramax intake manifold and I want to be able to give the customer more than just 'soon' as an answer, so what news do you have for me on it?"

Like others said, it's just crickets after that, they are dumbfounded and don't know how to respond as it's so far off script for them.

This happened to me as well. Painted fender flares for a 21+ pickup are back ordered with gm, local adi. Parts are red listed for LPO only. I explain to customer and customer calls GM. Service agent calls me to ask for a spac case. I went over and over how there isn’t a spac case for an adi order and they couldn’t understand. Also it’s “GM” they should know the answer. It shouldn’t be a dealers fault for gm not being able to provide a part.

gmsubparts wrote:This happened to me as well. Painted fender flares for a 21+ pickup are back ordered with gm, local adi. Parts are red listed for LPO only. I explain to customer and customer calls GM. Service agent calls me to ask for a spac case. I went over and over how there isn’t a spac case for an adi order and they couldn’t understand. Also it’s “GM” they should know the answer. It shouldn’t be a dealers fault for gm not being able to provide a part.

Ugh...there are a whole bunch of accessories like that right now...floor mats, mud guards etc. Ear marked for future LPOs....yet I have customers who will buy now and we can't get. Brutal.

Sorry Mr. person who just bought a $100K C8...we can't sell you mud guards because GM says you should have ordered them with the car...so now they're holding all the stock for those who may order theirs like that. Goes over well....I just got a set in I ordered in early November.