GM parts return debits

[Michael White]

We are having a real problem with GM using their parts return system. Within 2 days we ship out the returns as requested and in fact can get proof they recieved it. We still have debits and find it imposssible to communicate with them. Lots of poeple must be having complaints recently because their mail box is always full and you can never talk to a person.
When we get a request for return, there is never a date on the form to show when the "clock" starts to tick. Not being able to physically talk to a person makes it real annoying. We received a debit of about $1000, (1 part).We have can tell them the time, date, and person who signed recieving it. Copies of the RO was also included. It is a absolutely terrible system to deal with. I think a better system would be to have it go through GM Tracs, rather than GM Access. Are others having the same problem?? What are you doing about it?

[Note: This message has been edited by robc]

[jrcal]

We have had many problems with the Warranty Parts Return System. We have been lucky in that we have not had a debit yet.

The problem seems to center around who at the Return Center opens your packages you sent with the returned parts. If that person can't match up the parts with the attached paperwork, the returned parts go to an "orphan pile" to be looked at later. If no one can match the paperwork, you get the debit. What makes me mad is you (the dealer) have no control over what happens to the part once you ship it to the WPC center. No matter how carefully you package the returned parts, you can still be debited if the WPC person can't match parts and paperwork. No arbitration for mistakes on the WPC's part at all!

I will say that every problem I have had so far has been taken care of by whoever answers the phone. The people I have dealt with have been very helpful and went out of their way to try to remedy the problem. That is, once you get them on the phone.

This is a terrible system that needs some changes. Dealers don't like having the outcome of debits for returned parts decided by some person in shipping and recieving!!!

[dmroper]

We've had trouble in the last week or so with two debits on compressor/condensors that someone from the proving grounds, has taken and sent to Lockport. He left us with a signed and filled out waiver form, when we got the request I finished filling it out, and faxed it. Suddenly, without any 14-21 day notice or anything, we have had those two debits. We had some trouble a while ago, but we were able to clear everything up with Barbara at WPC. She still hasn't returned my calls about these two debits, but our DSM has been shown what he needs to see (fax journal, the waiver form, etc..) to pay it if we h-route the claim.

Maybe the reason Barbara has not returned my calls is that she's been dealing with a lot of calls like mine lately..

[Michael White]

We complained to the zone about the warranty parts center. They told us there was a water main that broke and the entire center is closed. GM tells us everything in the world. Why didn't they tell us this thru GM ACCESS??
The hole system does not have enough checks and balances. GM should pay us for time it takes to make the calls and get all the info. I also wonder if they really need all the parts they ask for. There are times we have submitted over $1000 in reimbursement shipping and handling expenses because of the very large volume of requests.

Most of you should be aware there is a problem with the 4t65E transmission. We had 2 of them in our shop at the same time. Called TAC. They referred us to the assembly plant in Canada. To my better judgement, I shipped a complete, transmission and a valve body assembly to them that has the failures they are concerned about. There is a $800 core charge on the transmission. They promised to pay us the core charge within 2 weeks. It is now going on three months and still no core charge reimbursment. This will be the last time I ever send a part like this to anyone in GM. My DSM is aware of ity and will not allow a add credit claim until we wait alittle longer. So my suggestion to everyone is do not send anything to GM unless it is through the parts return center if there is a core charge involved. I hope this is not one of the ways the "new GM" will become more profitable
Mike White

[Alan Nicholson]

The trick here is simple. Send the parts from one repair order request in one box regardless of how many RO requests are listed on the WPC form. If you have 6 RO requests, box them all seperately and ship them seperately. I have not had one problem since we changed our policy. Even if something went wrong with one box, I do not have all of my eggs in one basket. Works for me


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Alan1149@aol.com

[Michael White]

We finally got ahold of the parts center and found out what they did.We had the repair order taped to the part they returned. Their poeple said they have a hole group of folks just opening up boxes and filing. When they opened up our box and separated the part and the ro, which was a screw up, they had the part, and not knowing what it went to, they scrapped it. 4 days later they found the paperwork, but no part since they scrapped it and also sent us the debit. All of our problems have been related to their errors and not ours.We now have to get our DSM to do a add credit, which now influences our warranty numbers. I think when they take moneys away, it does not credit our warranty numbers. But when we hav eto do a add credit, it influences our numbers. This is a gross negligence and system on their part. As a dealer we should be compensated for the times ands labor we spent for their errors. It is so annoying.

Mike White

[dmroper]

That administrative message about the 4L80E transmissions should make it interesting. They requested one two days before we got the message.. Shipping those things truck sometimes takes 14-21 days- It's scary to see one of those reminders when you're talking about a $2400 claim.