Problem: Service Writers did not update me on unexpected service delays of 8 days spread over two long trips to the dealer (45 minutes one way)
Writer did not answer phone calls. Truck in limbo.
Question: Is this typical (non) service? Are phone calls ignored?
There are two GMC dealers in 100 mile radius of my home, both are about 1.5 hours round trip for me.
Repairs were great, not setting reasonable expectations and not updating me on delays strikes me a unacceptable.
I service that bad? Am I likely to have the same kind of issues if I try the other dealer?
Details below
I have had two bad service calls in just over a month. The truck was 3 months old.
I went in for the. big firmware update in September , just days before the it was available over the air. I also needed a covered repair.
I suspected that the warrantee item would require a delay for parts.
I sat in the dealership for 4 hours before they said they needed it overnight. OK. They gave me a low end rental car from Enterprise for 6 days. Big clue.
They took 5days to decide that they needed to order parts.
Several weeks later, parts were available and I could wait and the truck would likely take most of the day. With a 3:00 business meeting, I had to leave the truck overnight. Not a huge problem on the face. I called my wife to pick me up (no loaner was offered). (45 minutes one-way wait)
Per the service writer, he would update me daily with the progress. The car should be available tomorrow morning.
Tomorrow comes… No text update. No online Status change beyond Arrived for Service. No personal calls. Calls from me range for 2 minutes, then voice mail which was never returned. Called front desk to leave a paper message. Still no reply.
On this second day, I did not want to drive 1..5 hours to find that the truck was not ready.
Wait another day. Same as above. No change in status board, no texts, no phone.,
Finally, just before closing, I got a text “Your vehicle is ready”.
I understood and anticipated the need to order parts. That could have happened on the first day with me driving home in my truck.
Each day I tried to get a status. Same no calls. No updates.
Writer did not answer phone calls. Truck in limbo.
Question: Is this typical (non) service? Are phone calls ignored?
There are two GMC dealers in 100 mile radius of my home, both are about 1.5 hours round trip for me.
Repairs were great, not setting reasonable expectations and not updating me on delays strikes me a unacceptable.
I service that bad? Am I likely to have the same kind of issues if I try the other dealer?
Details below
I have had two bad service calls in just over a month. The truck was 3 months old.
I went in for the. big firmware update in September , just days before the it was available over the air. I also needed a covered repair.
I suspected that the warrantee item would require a delay for parts.
I sat in the dealership for 4 hours before they said they needed it overnight. OK. They gave me a low end rental car from Enterprise for 6 days. Big clue.
They took 5days to decide that they needed to order parts.
Several weeks later, parts were available and I could wait and the truck would likely take most of the day. With a 3:00 business meeting, I had to leave the truck overnight. Not a huge problem on the face. I called my wife to pick me up (no loaner was offered). (45 minutes one-way wait)
Per the service writer, he would update me daily with the progress. The car should be available tomorrow morning.
Tomorrow comes… No text update. No online Status change beyond Arrived for Service. No personal calls. Calls from me range for 2 minutes, then voice mail which was never returned. Called front desk to leave a paper message. Still no reply.
On this second day, I did not want to drive 1..5 hours to find that the truck was not ready.
Wait another day. Same as above. No change in status board, no texts, no phone.,
Finally, just before closing, I got a text “Your vehicle is ready”.
I understood and anticipated the need to order parts. That could have happened on the first day with me driving home in my truck.
Each day I tried to get a status. Same no calls. No updates.
