DealersEdge Professional Forums

Our customers began receiving recall reminder post cards for the ignition switch recalls yesterday. We have been flooded with angry customers. The post cards appear to be sent from us - they are sent by GM as a subscription we participate in. The card states the customer has not yet had their vehicle repaired and needs to contact the dealer for an appointment. Customers are calling saying "I thought you were going to call me as soon as the parts were received and now I get this post card." Most of the customers are confused and angry.

DMA states NHTSA forced GM to send the cards at 2 months instead of 5 months. Unbelievable. Each one of these calls takes at least 3-5 minutes and we have had many.

I realize this is more of a service issue but the recall "rants" seem to be listed here - sorry.

and news reports are stating that GM has even sent the postcards to the victims killed in the accidents as well

and you expected any less confusion from the giant mess?

sounds like we need another shipment of the GM pills (brainwash pills)

I have had 7 in the last 2 days. Only one of them had part here. By the way who do you have contacting the customers when parts arrive. Our Service Advisers are suppose to (they know the schedule) but I really don't think they are doing it as quickly as they could. We are not that busy in service and I'm sure we could do more than 3-5 a day. We have well over 100 here waiting for the customers to come in. Still have 60+ cars on lot in rentals that we no switch for.

GM2FOCUS wrote:sounds like we need another shipment of the GM pills (brainwash pills)

I think this is why our DMAs have to go back to Detroit several times a year, to get re-nourished with their GM pills.

For those familiar with "soma" from Aldous Huxley's novel Brave New World, you might remember the quote,

"A gram of soma makes everything okay."

Or, "there's always soma to give you a holiday from the facts."

Sound familiar ??

~ gt is typing out loud again...

Service is calling after parts cuts keys and codes cylinder.

Here, I call the customer and tell them when the parts get here. I dont want to chance these things staying here. I tell the customer that the parts are here and they can either call for an appointment, or I can transfer them to service now.

X476 wrote: By the way who do you have contacting the customers when parts arrive.

We (Parts Dept) mail them a notification that their parts have arrived.
Service gets daily copies of SPORD parts that arrive and they are to contact customer to set up appt.

After 10 days, we (Parts Dept) attempt to contact via phone and we inform the customer the date the part arrived and that they have 5 business days to schedule install or parts will be returned. We also send a final notice.