GM & Customer "Satisfaction"

[Richard]

I think most of you will agree, GM doesn't give a crap about the end customer anymore. They sure don't care about the dealer body. They have stacked the deck against us with RIM and SLP, and now the recall fiasco.

There is NO reason they can't ship us a decent amount of Recall Parts (ok, 1 reason, some jackass somewhere ordered 1,100 of them and is sitting on them) and let us get customer's in and out in a decent timeframe.

Then they add insult to the injury by making us ship back all this junk in a timely manner, and paying us peanuts (peanuts that the service department usually steals) to do so. I've shipped 50 back in the last few days and there is no end in sight.

14117 opened for ordering today, but you have to look back in history to see if any parts have been replaced under warranty before now. Another step that I'm sure will be foisted on Parts, as if we don't have enough to do.

[Zep33]

Check DFOAB out their ridiculous answer as to why they don't ship some SLP parts overnight and their refusal to just remove them from the SLP program.

I added a few comments to that one

[CMayne]

Send me a copy if you can Zepp. I do not and have never had access to DFOAB. Probably a good thing in as much as what they have "accomplished" on the Dealers behalf. Comments would probably go down hill from here. Nuff said!

[Richard]

I no longer even look at the DFOAB. They flat lied about calling and talking to me about an issue, and when I commented on it, they deleted the entire Issue.

The DFOAB is like US Airport Security, It's pretty useless, it causes inconvience, it's there to give the illusion that someone cares.

[Zep33]

I'll just post it here:

Original complaint:

"I ORDERED A PART (10346523) ON CONROL D189 IT IS A SERVICE LANE PART. I DID NOT GET THE PART SO WHEN I CHECKED THE SHIPPING IT STATES THE PART IS DUE AT MY DEALERSHIP ON 7-11-2014. WHY WOULD A SERVICE LANE PART NOT BE SHIPPED OVERNIGHT. CUSTOMER CAN NOT WAIT UNTILL 7-11 SO I HAD TO BUY AT ANOTHER DEALER. "

GM Answer:

07/10/2014 - Stacy Merrill (Senior Supervisor -Distribution, Deployment Planning) I spoke with Ed. I explained that this part did not ship overnight because of its large size (100” length) and that we do not have the capability to remove individual parts from being “service lane” parts. The determination is made at a product group level. We would have to remove the entire product group and that would mean losing many other parts that should be SLP. He mentioned that he checked his system and it indicated that the part was overnight shippable if he were to pay the freight, and he didn’t understand why it wouldn’t ship through SLP. I explained that when the dealer pays the shipping that special oversize shipping is made available, but the SLP program does not utilize oversize overnight shipping. I offered that the only way to be sure on these parts is to check the answerback to see the expected delivery timing, and that if he knows a part is pushing the 100” size, that those are the parts that are likely to encounter this issue and to pay close attention to the answer back for those.


My comments:

1st one before GM's answer:

You'd think they could have figured this out by now but that must be asking too much. How about this? - The first time you are unable to ship a SLP overnight, it comes off the SLP list.


2 additional after reading GM answer:

I disagree 110% that the entire part group would need to be removed - please check that. Individual parts should (if they aren't already) be able to be removed from the SLP program. Case in point - the clips (5297428) for the recall that started off as SLP parts but you got tired of paying the overnight shipping on them and the SLP indicator was removed from it. There are other parts in the same group that are still SLP

&

I'd also like to add that your comment about checking answerbacks is the dealer has already committed to the customer as to when a part would arrive before placing the order and the answerbacks come after placing the order. If you can't take the time for someone to through the catalog and remove all those long fuel and evap lines from the SLP program then the only other solution to this ongoing issue would be to remove these parts one at a time on the first instance that they do not ship overnight.

[possum]

Quote:

"Ignorance compounded by Apathy"

Anon.

[CMayne]

Quote:

"Ignorance compounded by Apathy"

Anon.

Or Visa Versa: Apathy in as much as "well damn they realize we are doing this already, that requires me to actually get off my ass and do something". That scenario has been there way to long (think multi years recall) compounded by the "ignorance" that they think we are stupid enough to believe it. What we have here is the prime example of a POST TURTLE!