Worthless District Manager Aftersales (DMA)

[Ichabod Farquar]

I have been at GM dealerships since 1979. I have watched factory reps come and go. Some have been good, some very good and others not so good. Current DMA is worst I have ever dealt with. Some examples:

1 - Doesn't want to be contacted by phone. Must text or email. I refuse to text because my cell is not company owned.

2 - Will not answer an email if s/he doesn't know the answer.

3 - Will not get involved in an issue if doesn't feel it is s/he's responsibility. Even if other wholesale people agree it is the DMA responsibility.

4 - Doesn't respond to direct DEALER (owner) requests.

5 - Complains about being overworked.

6 - Believes ALL customer issues are responsibilities of dealership - not GM or DMA.

I have spoken with DMA's boss and region office. Nothing getting done. Suggestions?

[Mike Nicholes]

This has, unfortunatley, become the culture of many, but not all of the factory representitives. I fully understand your quandry, and I have seen it many time; the most unfortunate part of all of this is that 'some' factories permit it, but there are still, out there in 'the real world' factory representatives of honor who take their jobs seriously; and try and do their best. Sort of like current politics, don't you think?

[Stevenspeaking]

On every issue start sending them to every single contact you have that is for a GM rep whether it is their department or not. When they try to redirect you explain to them that you are just trying to find someone that will assist you cause XXX will/cannot. Word will spread in the GM world about your rep being a loser and peer pressure my be more to deal with than you. Just become a pitbull and sink your teeth in as hard as you can and shake.

[cville1987]

Try the sales rep too, they seem to get farther than the service ones. One thing that we did here was many years ago they started a service and parts club. All the local dealers paid an annual dues and the managers would have monthly dinners. After several years the reps got involved and it became a GM thing. It isn't monthly but they bring reps from various areas as well as field engineers, reps for tires and accessories and it's a Q&A session along with presentations and they pay for it now so no dues. I'll admit it can be boring and sometimes you hit a brick wall but at least it's all of you together so it's harder for them to ignore issues. It's always more service oriented of course because they all hate us parts people because we are cantankerous and jaded and mean. LOL It was funny when we had the first one after they introduced SLP, for the first time virtually all the parts managers actually showed up but they anticipated the venom and hostility so they brought the big guns to try and shut us down.

[Ichabod Farquar]

Unfortunately, we only have one rep who handles everything sales & service. I would say this rep also handles parts but the rep has NEVER returned to the parts department since the initial introduction - which was several months ago.

How would you currently "grade" your current DMA? If you have more than one grade each please.

[Zep33]

We used to have an A+ rep, now we have a C- rep

One thing I've noticed with GM over the years, is they really practice the Peter Principle.

Every time I end up with a good contact for someone that can solve an issue I have, when I need them the next time, they are no longer in that position and some other dope has it now who more often than not, can't fix the issue the last one could.

For example, earlier this week, I notice GM hasn't updated any of the pictures to use in their Digital Signage program. I had some issues getting it set up a couple years ago and ended up with a great contact at GM that worked through everything with me. I gave her a call on Tuesday and of course she picked the phone right up but told me she hasn't been in that position for over a year. She gave me the number for the guy that took over. I called, it went to voicemail, and 3 days later, I'm still waiting for a return call. This is the norm for GM, not the exception.

[bigGman]

Search Careerbuilders and other Job webisites and anonymously email some job opportunities to this person. Maybe they will take another job. This recently worked for me.

[CMayne]

This has, unfortunatley, become the culture of many, but not all of the factory representitives. I fully understand your quandry, and I have seen it many time; the most unfortunate part of all of this is that 'some' factories permit it, but there are still, out there in 'the real world' factory representatives of honor who take their jobs seriously; and try and do their best. Sort of like current politics, don't you think?

And quote Stevenspeaking "On every issue start sending them to every single contact you have that is for a GM rep whether it is their department or not. When they try to redirect you explain to them that you are just trying to find someone that will assist you cause XXX will/cannot. Word will spread in the GM world about your rep being a loser and peer pressure my be more to deal with than you. Just become a pitbull and sink your teeth in as hard as you can and shake."

Unfortunately this is now a program "by design". There are several good long time Reps out there that know who to contact and how to get it done. They are still there because GM "stiffed" them on part of their retirement or else they would have bailed along time ago. The reality is that GM has taken vertually ALL authority away from the Reps and replace the ones that did not "stick it out" with under trained tire salesmen and they have no intention of changing that. Those Dealerships that are fortunate enough to have seperate slaes/service/parts Reps are more that likely GM's "target" stores to keep in the marketplace as they attrition down to their target number of Dealers. The balance are left with a "phone contact" they never see or a one size fits all Reps for sales/service/parts that they "might" see every few months. This is typically the "newbe" that does not have a clue nor do they give a damned as they are overwhelmed and spread as thin as warm butter along with the fact they were probably a Wal-Mart greeter before they got hired on and hane NO history in the automotive business. If your Dealership fits in the later part, good luck you are on your own. I tried the shotgun approach Stevenspeaking several years ago. Took it all the way up to the VP of GM (Ifigured out his e-mail)and caught a real ration of crap over that. "I did not follow the chain". Seems to me that if you are the head honcho in any business he would want to know if his Reps are worthless, but given the scenario they already do.
Like I said, "good luck" and yup, I'll leave the light on for ya!!

[B964]

I had a worthless rep once for an import line. Dealt with him for a year with no improvement. A factory survey comes out for PM's relating to Rep performance.
All questions were answered accurately and professionally as I assumed factory wanted to know facts and not sunshine story.

Sat in pissed off GMs office for an hour hearing about how I can't do that and how now rep will cause problems and delay claims etc.
Month later laid off with reason stated as "none".

[Denise T]

If your DP can't have the issue resolved, and all other resources have been exhausted, you may have to wait until your next one rolls along! We had three in a row who never even set foot inside our building, then we had a great one immediately following that, then a good one, and now a jerk, but he will answer your call at least. Good luck to you!