Sprinting/d2d methods

[PartsDanager]

I'd like to know how successful you guys are in getting other dealers to fill SPACs in d2d exp and if you have any methods/word tracks that increase your success.

I just called a dealer yesterday for a part that is backordered. The vehicle is down, that customer is from Canada and looking to drive home to his wife. He has the kids as he was going to a baseball game, and is desperate to get them out of a hotel and home. The dealer let me know they could do the order, I was happy. Not happy enough to tell anyone, because I tell no one anything until I see a fedex shipment number that is picked up. I'm glad I didn't tell anyone.

I called them again about an hour after submitting the d2d express on PWB in the SPAC. The same guy assured me they were just busy, but he had hands on the part and would process it ASAP. I left for the day shortly after. One of the counter people saw the dealer deny the spac case right before she left, but it looked like it timed out. She resubmitted. It was cancelled again this morning.

I called again. The guy wasn't there for 20 more minutes, but told me there was a shipping label on the part... TO A DIFFERENT DEALER. I called again 20 minutes later. The guy proceeds to ask "did I tell you that you were 2nd in line for the part?"
"No."
"I'm 100% sure I told you that you were second in line."
"I'm 100% sure you did not."

First asks me if he told me that, then tells me he for sure did. It's one thing to mess up and not realize you double booked a part or accidentally sold to the wrong buyer, and another entirely to lie to me about it like I can't remember yesterday. I was half tempted to pull a call recording, but decided it wasn't worth throwing more time at this problem when that time wouldn't lead to a solution.

So anyway, I have next to no faith in the SPAC system. What are you guys doing that works, if anything?

Side note: I'm sure we've all messed up a SPAC case as the selling dealer. But I'm also sure that like me, you told the receiving dealer, tail between legs. I don't have the audacity to f it up and then straight lie about it.

[FairyGodMother]

It honestly feels like no one wants to bother with it. I get it, it takes actual effort to go through the pages but it doesn't take anywhere near as long as some people make it out. You accept it, go grab the part to make sure it is physcially there, take it back and finish the process, slap a sticker on it and boom out the door (for the most part). My guy that does them does at least 3-6 an hour depending on how often we get them in. He also handles the ones for us so I don't know how he specifically talks to the person, but he usually can sway someone fairly easily by just being like "Hey I need the part you got it GM will pay for it, send it to me please".

[AlanHomes]

It honestly feels like no one wants to bother with it. I get it, it takes actual effort to go through the pages but it doesn't take anywhere near as long as some people make it out. You accept it, go grab the part to make sure it is physcially there, take it back and finish the process, slap a sticker on it and boom out the door (for the most part). My guy that does them does at least 3-6 an hour depending on how often we get them in. He also handles the ones for us so I don't know how he specifically talks to the person, but he usually can sway someone fairly easily by just being like "Hey I need the part you got it GM will pay for it, send it to me please".

I agree, there are times when you go through the motions and there is always a dealer that does not give a damm. Had this happen to me not so long ago, a few days went by and had to call the dealer back. Got the "Dude, it was for someone else, like why are you bothering me, like"..... Look you pimply faced punk, my name is not dude, I do not use the word like as a filler in a sentence.

[FairyGodMother]

It honestly feels like no one wants to bother with it. I get it, it takes actual effort to go through the pages but it doesn't take anywhere near as long as some people make it out. You accept it, go grab the part to make sure it is physcially there, take it back and finish the process, slap a sticker on it and boom out the door (for the most part). My guy that does them does at least 3-6 an hour depending on how often we get them in. He also handles the ones for us so I don't know how he specifically talks to the person, but he usually can sway someone fairly easily by just being like "Hey I need the part you got it GM will pay for it, send it to me please".

I agree, there are times when you go through the motions and there is always a dealer that does not give a damm. Had this happen to me not so long ago, a few days went by and had to call the dealer back. Got the "Dude, it was for someone else, like why are you bothering me, like"..... Look you pimply faced punk, my name is not dude, I do not use the word like as a filler in a sentence.

Yup. I know those kids all too well. I say kids because they are usually kids in their early 20s who think they know everything. Thankfully not all are like that, but most are. And when we have the situation where we get ghosted by another dealer after they pick our SPRINT up in the system, we have to call DPAC to have them do an escalation because we now have to reorder our order and if we don't do the escalation it cancels. So much fun.

[MMiles@CrestCadillac]

The problem is there is no desire / good attitudes instilled in the "kids", but that is another conversation for another thread...

Truthfully, if we were smart, we would make all the points of contacts in D2D Link responsible individuals (ie. parts managers, assist parts managers, lead wholesale, lead counter guys/girls (see screenshot below)) then you know you have a solid point of contact who, in theory, should know the In's and Out's of the D2D program to reach / touch base in the event you need something or are purchasing something.

It makes life easier for everyone involved.

[FairyGodMother]

The problem is there is no desire / good attitudes instilled in the "kids", but that is another conversation for another thread...

Truthfully, if we were smart, we would make all the points of contacts in D2D Link responsible individuals (ie. parts managers, assist parts managers, lead wholesale, lead counter guys/girls (see screenshot below)) then you know you have a solid point of contact who, in theory, should know the In's and Out's of the D2D program to reach / touch base in the event you need something or are purchasing something.

It makes life easier for everyone involved.

I know how to operate it, but I haven't done it in probably a solid 6 months or so. We trained one of our parts guys and made him the sole maintainer of the D2D system so he is in charge of not only handling the sprints from us but to us too. I handle the actual inventory aspect of everything and adding the spacs and tracking them so on and so forth, he handles everything sprint. I handle the computer parts of inventory management, he handles the physical parts of inventory management (basically if we receive parts, he confirms them on the paperwork and notes their location on said paperwork, and then brings it to me and I confirm it in the system) He has established relationships with specific parts managers at various other places throughout the US, and does all the calling and everything. Splitting it like this makes it a whole lot less of a nightmare. And when he is on vacation I do both sets of tasks, when I am he does them.

[AlanHomes]

Had one yesterday, this tells you how screwed up GM's Express Direct system is. Part has to shop for two days before an Express Direct can take place. Had a dealer willing to let it go, but could not do the Express Direct because two days had not passed. Went ahead and purchased it outright, will bill the difference and freight on the RO, let warranty fight it out.
Let our DMA know AGAIN how screwed up their system is, his response is "If you work out a deal with another dealer and GM has sent them a request for the part via Express Direct (SPINT), that dealer can except right away and ship the part. This can done via the normal GM Sprint process on day 1."

"Day 2, I recommend contacting that dealer ASAP and have them do a manual Sprint."

On day 2 I could have the part in my hand, hand it out, get the vehicle repaired, customer back on the road.

So we have to waste time on the phone with SPAC, a call that is routed somewhere to an agent that speaks broken English, waste another hour on hold.

My response to the DMA was "Let us do it ourselves, give us the ability to handle this more efficiently, after all the customer is the center of GM's world." Crickets as usual.

[Denise Trimble]

Part has to shop for two days before an Express Direct can take place.

This is the part that seems most fixable by GM. They already know the part availability. THEY CHOOSE to make customers wait two days PLUS shipping days for a dealer to receive the part.

[FairyGodMother]

Had one yesterday, this tells you how screwed up GM's Express Direct system is. Part has to shop for two days before an Express Direct can take place. Had a dealer willing to let it go, but could not do the Express Direct because two days had not passed. Went ahead and purchased it outright, will bill the difference and freight on the RO, let warranty fight it out.
Let our DMA know AGAIN how screwed up their system is, his response is "If you work out a deal with another dealer and GM has sent them a request for the part via Express Direct (SPINT), that dealer can except right away and ship the part. This can done via the normal GM Sprint process on day 1."

"Day 2, I recommend contacting that dealer ASAP and have them do a manual Sprint."

On day 2 I could have the part in my hand, hand it out, get the vehicle repaired, customer back on the road.

So we have to waste time on the phone with SPAC, a call that is routed somewhere to an agent that speaks broken English, waste another hour on hold.

My response to the DMA was "Let us do it ourselves, give us the ability to handle this more efficiently, after all the customer is the center of GM's world." Crickets as usual.

What do you mean it has to shop for 2 days? Whoever told you that is incorrect. Part has to go into its first shopping immediately, then that lasts about 2-3 hours. After it is done you should see a message saying either it got picked up or that the sprint was exhausted or whatever. Between then and when it goes out the second time the next business day (unless it is a local only part which you can't express direct anyway), you can send it express direct. I have one that my guy just sent that shopped yesterday and he sent it out this morning when he first got here and it got picked up so it didn't even have to do its second shopping phase.

Regarding the broken English thing, I feel that. Usually if I get anyone with broken English (and I know this sounds like a horrible thing to do but I am tired of being lied to) I hang up and try again until I get someone who doesn't speak broken English. I now also avoid the chat option because none of the US agents are in chat anymore. I got told by one of them a few months ago that the US agents were removed from chat and it was only the foreign ones now in chat because we the dealer complained too much about talking to them on the phones. Yet they didn't remove the non English ones from the phones. Yes GM, that makes total sense.

[Denise Trimble]

What do you mean it has to shop for 2 days? Whoever told you that is incorrect. Part has to go into its first shopping immediately, then that lasts about 2-3 hours. After it is done you should see a message saying either it got picked up or that the sprint was exhausted or whatever. Between then and when it goes out the second time the next business day (unless it is a local only part which you can't express direct anyway), you can send it express direct. I have one that my guy just sent that shopped yesterday and he sent it out this morning when he first got here and it got picked up so it didn't even have to do its second shopping phase.

Thank you for the clarification, FairyGodMother.
That time frame wasthe cadence for years. GM used to preach it from the pulpit. Even if that is not their written process these days, there are times the part does not shop at all. (Those are the ones usually needed most desperately and tying up a rack.) I have had to call and chat, multiple times, to kick-start the shopping with a SPAC Case; after waiting two days.