issue Diary of my Silverado's problems.

[cmpcpro]

It is possible they could repaint the door and you would never know, while it would be nice to have them take the truck back and get you another one I think that will be a long shot personally but who knows, it may happen.

 

I'm sorry but I feel this kind of thinking is exactly why these companies get away with the things they do. Has anyone ever noticed now-adays that when you call any big company, or any customer support, they are very apt to tell you "NO" on alot of things. Or tell you why their policy won't let you do or have something.. I feel these companies have realized that customer service isn't as important as it used to be. People don't have the same convictions, or backbone anymore. People are conditioned to just accept things, and deal with things, and these companies know it! It used to be the customer was always right. If there was an issue management would bend over backwards to take care of you. That is not the case anymore. Half the time, if you try to contact one of the higher ups you don't even get a call back. If you do they just tell you the same thing, basically "Oh well"..

 

I think if people didn't just easily accept these things anymore we would all be alot better off. Why should GM or this dealer ever even expect this guy to accept a brand new $50k truck they damaged? Because they know half the people now adays don't know how to stick up for themselves and just accept whatever is handed to them..

 

With all our children sitting in their bedrooms all day on the computers, cell phones and gaming consoles communication and people skills will continue to decline, and these companies will continue to realize they can produce a subpar product and offer poor customer support and people will just accept it, as it's becoming the norm...

 

Instead of taking the opinion it would be nice to have a new truck, but they probably won't let me, start thinking, I am paying $50k for a truck, if they think I am going to accept this, they are sadly mistaken.

 

Anyway, this is my opinion on it..

[robman8023]

 

I'm sorry but I feel this kind of thinking is exactly why these companies get away with the things they do. Has anyone ever noticed now-adays that when you call any big company, or any customer support, they are very apt to tell you "NO" on alot of things. Or tell you why their policy won't let you do or have something.. I feel these companies have realized that customer service isn't as important as it used to be. People don't have the same convictions, or backbone anymore. People are conditioned to just accept things, and deal with things, and these companies know it! It used to be the customer was always right. If there was an issue management would bend over backwards to take care of you. That is not the case anymore. Half the time, if you try to contact one of the higher ups you don't even get a call back. If you do they just tell you the same thing, basically "Oh well"..

 

I think if people didn't just easily accept these things anymore we would all be alot better off. Why should GM or this dealer ever even expect this guy to accept a brand new $50k truck they damaged? Because they know half the people now adays don't know how to stick up for themselves and just accept whatever is handed to them..

 

I'm sorry, but allow me to play devil's advocate for a moment and comment on what I would assume to be the dealership's perspective. I deal with hundreds of customers in my line of work, and do my best to exceed expectations. However, to be quite honest, sometimes a customers' expectations are simply not reasonable, and there's nothing you can do to make them happy without destroying your business in terms of profit or employee morale. In those instances it can be so bad I am forced to apologize (for not meeting their expectations) and ask the customer to simply take their business elsewhere in the future. It sucks, and they have to be pretty bad customers, and it's rare, but it does happen. I call it "breaking up with a customer." That said, I am NOT implying the OP is this type of customer - but I am trying to illustrate a point.

 

Customer service is important. Nobody will disagree with that. However, customers should also be reasonable in their expectations as well. In this very specific instance, I don't think that these two minor issues rise to the level of an entirely new truck. It's that simple in my mind. Are their cases where a whole new truck would be reasonable? You bet! It's just that this is not one of them.

 

At this point, this is what we know as stated by the OP:

1. The car has failed to start on at least two occasions. This is reported to the dealership, and they were unable to duplicate the problem. What would you have them do? Swap out a $50k truck for a "customer states" issue that they cannot confirm? That is not reasonable. What is reasonable is to trust the dealership at their word that they cannot replicate the problem, but if it happens again, contact them immediately or document it in a verifiable way to provide evidence to the "customer states" issue that they can then proceed with.
2. There is a 3-inch scratch that needs to be repaired. Paint repairs these days can be accomplished in a way that is nearly perfect to the naked eye. That's right, I said nearly perfect. Will you be able to tell? Who knows. Should you accept a paint repair that is obviously not nearly perfect? No, not a chance. You deserve the vehicle to be repaired in a way that is as close to factory as is humanly possible - on that point I agree wholeheartedly.

I do not think these two issues, taken at face value through the distant lens of an internet forum, come anywhere close to a customer being justified in asking the dealership to replace the entire vehicle - I'm sorry, but I think that is patently absurd. What is reasonable in my mind is to allow them to repair the scratch and fix the starter and probably throw in an accessory or free maintenance for a period of time for your trouble. I really think the OP is somewhat out of line in demanding a whole new truck, and from everything that has been alluded to up to now, the dealership and GM have done everything reasonably possible to satisfy the OP and address the issues discussed.

 

One takeaway we can all learn is this: DO NOT accept delivery of a new vehicle without doing a thorough inspection of the vehicle in person in daylight on a clear day. Especially if you are super anal about your vehicle like a lot of us are.

 

Absolutely no disrespect intended to the OP or those that are in his camp. I just mean to give another perspective on the above. As always, good luck with your negotiations, and keep us posted.

[cmpcpro]

 

I'm sorry, but allow me to play devil's advocate for a moment and comment on what I would assume to be the dealership's perspective. I deal with hundreds of customers in my line of work, and do my best to exceed expectations. However, to be quite honest, sometimes a customers' expectations are simply not reasonable, and there's nothing you can do to make them happy without destroying your business in terms of profit or employee morale. In those instances it can be so bad I am forced to apologize (for not meeting their expectations) and ask the customer to simply take their business elsewhere in the future. It sucks, and they have to be pretty bad customers, and it's rare, but it does happen. I call it "breaking up with a customer." That said, I am NOT implying the OP is this type of customer - but I am trying to illustrate a point.

 

Customer service is important. Nobody will disagree with that. However, customers should also be reasonable in their expectations as well. In this very specific instance, I don't think that these two minor issues rise to the level of an entirely new truck. It's that simple in my mind. Are their cases where a whole new truck would be reasonable? You bet! It's just that this is not one of them.

 

At this point, this is what we know as stated by the OP:

1. The car has failed to start on at least two occasions. This is reported to the dealership, and they were unable to duplicate the problem. What would you have them do? Swap out a $50k truck for a "customer states" issue that they cannot confirm? That is not reasonable. What is reasonable is to trust the dealership at their word that they cannot replicate the problem, but if it happens again, contact them immediately or document it in a verifiable way to provide evidence to the "customer states" issue that they can then proceed with.
2. There is a 3-inch scratch that needs to be repaired. Paint repairs these days can be accomplished in a way that is nearly perfect to the naked eye. That's right, I said nearly perfect. Will you be able to tell? Who knows. Should you accept a paint repair that is obviously not nearly perfect? No, not a chance. You deserve the vehicle to be repaired in a way that is as close to factory as is humanly possible - on that point I agree wholeheartedly.

I do not think these two issues, taken at face value through the distant lens of an internet forum, come anywhere close to a customer being justified in asking the dealership to replace the entire vehicle - I'm sorry, but I think that is patently absurd. What is reasonable in my mind is to allow them to repair the scratch and fix the starter and probably throw in an accessory or free maintenance for a period of time for your trouble. I really think the OP is somewhat out of line in demanding a whole new truck, and from everything that has been alluded to up to now, the dealership and GM have done everything reasonably possible to satisfy the OP and address the issues discussed.

 

One takeaway we can all learn is this: DO NOT accept delivery of a new vehicle without doing a thorough inspection of the vehicle in person in daylight on a clear day. Especially if you are super anal about your vehicle like a lot of us are.

 

Absolutely no disrespect intended to the OP or those that are in his camp. I just mean to give another perspective on the above. As always, good luck with your negotiations, and keep us posted.

I am always eager to hear other's opinions, and I do agree with you, as a business owner myself, there are many times where customer's just aren't being realistic. They simply want what they want, and there is no logic or reason behind it. They have no care for the business at hand. However, these are not the type I am talking about. I am talking about, when customer's have valid complaints or issues, these companies now adays seem to be very eager to say what they can't do, and why they can't. I guess I am just old school, but in my business I am all about doing whatever it takes to say YES. It seems like alot of times now adays, there IS a way to please the customer, but because it may take a little work the rep will say no. I am not talking about the times where they are being unreasonable. That will always happen. People are great at making themselves believe they are right, with no valid reason or proof.

 

As for this deal. I do have to dissagree with you. The customer bought a brand new truck that was damaged AND has a starting issue, making it unreliable. If I bought a brand new vehicle and it didn't start the very first time I tried to start it, I wouldn't be taking that vehicle. Like I mentioned a week ago, if the truck had the issue a week or month down the line, well I could understand, things happen, take it in. But if you buy a brand new car that can't start the first time you try, thats a big deal. Now on top of that, the dealer has damaged it, before you have even got to drive it around the block.. No way.. a new vehicle should be given to him right then. As for taking delivery, I don't feel he did. They dropped the vehicle off at his house but he was not home. He wasn't able to see the damage. Also another reason why you should never take delivery of something so pricey in this fashion..

[hopin to cash]

I'm sorry, but allow me to play devil's advocate for a moment and comment on what I would assume to be the dealership's perspective. I deal with hundreds of customers in my line of work, and do my best to exceed expectations. However, to be quite honest, sometimes a customers' expectations are simply not reasonable, and there's nothing you can do to make them happy without destroying your business in terms of profit or employee morale. In those instances it can be so bad I am forced to apologize (for not meeting their expectations) and ask the customer to simply take their business elsewhere in the future. It sucks, and they have to be pretty bad customers, and it's rare, but it does happen. I call it "breaking up with a customer." That said, I am NOT implying the OP is this type of customer - but I am trying to illustrate a point.

 

Customer service is important. Nobody will disagree with that. However, customers should also be reasonable in their expectations as well. In this very specific instance, I don't think that these two minor issues rise to the level of an entirely new truck. It's that simple in my mind. Are their cases where a whole new truck would be reasonable? You bet! It's just that this is not one of them.

 

At this point, this is what we know as stated by the OP:

•  

• The car has failed to start on at least two occasions. This is reported to the dealership, and they were unable to duplicate the problem. What would you have them do? Swap out a $50k truck for a "customer states" issue that they cannot confirm? That is not reasonable. What is reasonable is to trust the dealership at their word that they cannot replicate the problem, but if it happens again, contact them immediately or document it in a verifiable way to provide evidence to the "customer states" issue that they can then proceed with.
• There is a 3-inch scratch that needs to be repaired. Paint repairs these days can be accomplished in a way that is nearly perfect to the naked eye. That's right, I said nearly perfect. Will you be able to tell? Who knows. Should you accept a paint repair that is obviously not nearly perfect? No, not a chance. You deserve the vehicle to be repaired in a way that is as close to factory as is humanly possible - on that point I agree wholeheartedly.

I do not think these two issues, taken at face value through the distant lens of an internet forum, come anywhere close to a customer being justified in asking the dealership to replace the entire vehicle - I'm sorry, but I think that is patently absurd. What is reasonable in my mind is to allow them to repair the scratch and fix the starter and probably throw in an accessory or free maintenance for a period of time for your trouble. I really think the OP is somewhat out of line in demanding a whole new truck, and from everything that has been alluded to up to now, the dealership and GM have done everything reasonably possible to satisfy the OP and address the issues discussed.

 

One takeaway we can all learn is this: DO NOT accept delivery of a new vehicle without doing a thorough inspection of the vehicle in person in daylight on a clear day. Especially if you are super anal about your vehicle like a lot of us are.

 

Absolutely no disrespect intended to the OP or those that are in his camp. I just mean to give another perspective on the above. As always, good luck with your negotiations, and keep us posted.

 

My wife and I certainly understand your thought process about pleasing the buying public. There are certainly those that complain and are looking for something for nothing at every opportunity. My wife worked as waitress for nearly 20 years at a chain pizza store and was meant sometimes weekly by the same people looking for discount pizza because it was burnt or delayed. We have bought over 20 GM vehicles over the last 27 years as previously stated and this the first and hopefully last time we looked for customer support on an issue. Sure there were a few issues here and there over the 27 years and even a scratch or two, but this scenario played out just a little different.

 

The dealership has been very supportive over the last few days of our stance and there are just a few details that make an even exchange difficult. We did not realize when we picked this truck it was on so called "old invoice". Therefor to locate or order the identical truck at this time it would be about $2,000.00 more due to a invoice price increase. We have offered to pay the difference if they can find an old invoice crew cab even, identical options. (don't really want the crew cab as our 2012 Sierra is a crew to haul the grandkids around anyway) but were willing to do it.

 

I am hoping by the end of the week that this all over and my wife has a fantastic new 2014 "Victory Red" Chevy Silverado.

 

I know some look at this as little ridiculous and say lay down your silver spoon already and take the damn truck as is. We have both worked very hard over the years to spoil ourselves and our family. My wife is currently moonlighting after her regular job cleaning houses even today. So I guess you could say no silver spoon just hard work to get ahead and at times spoil ourselves and family.

[gmissed]

hopin to cash.....How did the dealer propose fixing the scratch? Repaint the door, buff it out or some other means. Anyone have an opinion on the best way to remove the scratch without the result being noticeable? If it's not noticeable then perhaps the OP would be satisfied.

[hopin to cash]

hopin to cash.....How did the dealer propose fixing the scratch? Repaint the door, buff it out or some other means. Anyone have an opinion on the best way to remove the scratch without the result being noticeable? If it's not noticeable then perhaps the OP would be satisfied.

The door was painted but they can not fix the starting issue because they can't find one. I am not going to give my wife this truck and say drive it until the starting issue happens again and take pictures of the process. "NOT GOING TO HAPPEN" We had this truck for approximately 18 hours and two out of the first three times we tried to start it failed. Remember nobody told the salesman that night they dropped off we would accept the truck, he only stated that they scratched the truck and he would call us the next day how to proceed. It was at 1:00 a.m. when I got home from work that night and saw how deep the scratch was combined with the fact I could not start the truck, "the very first time I tried" I made up my mind we were not excepting it.

[hopin to cash]

The door was painted as this was not a scratch it was all the way down to the bare metal. I don't believe they painted the whole door as we could see swirle marks ex specially when both doors are open. We have never taken the truck but that one day. It has been at the dealership since

[KARNUT]

I still cant imagine why they title that truck without making sure you were happy. Now they have a used truck no matter the miles.

[hopin to cash]

I still cant imagine why they title that truck without making sure you were happy. Now they have a used truck no matter the miles.

I don't know this for sure but I think our paper work was fast tracked as one of our trades sold the next day. I know they will tell about money invested in taking trades and how they need to a (something point inspection) but I know for a fact both our trades went straight to the front line lot and new car showroom. Granted the dealer new both the vehicles and service history. These two cars didn't even need washed and it was -10 and snowing here that day.

[Silverado Steve]

Im surprised that this ordeal is still going on. So the dealer fixed the scratch, but there is still evidence of the repair job? Did they offer to fix it again?

 

Second order, your truck didn't start 2 of 3 times while you had it, but the dealer has had no issues? Hmmm....was it cold outside when you attempted to start it....like below freezing cold? If so, have you read about the frozen exhaust flapper? Maybe the dealer has had it in the garage overnight, hence why the truck starts right up.

[chelmer]

I can tell you I had the exact same issue with my truck not starting. First off, it's not the flapper. The flapper is a completely mechanical device that has absolutely nothing to do with the starter not turning. There's no sensor in there.

 

My dealer told me that this is a known issue at GM. GM told them to replace the starter among other things (I think a battery cable at least). They didn't have to wait to recreate the problem.

[Silverado Steve]

Cant remember if he said his truck cranked or not....thats how long this thread has been going on. Surprised the dealer wouldn't or hasn't already replaced the starter and or battery. It just seems like this whole ordeal has gone on too long....neither party seems interested in a compromise. The OP wants nothing more than a new truck and wont give the dealer or GM the opportunity to fix the truck, and the dealer wants to fix the problem. Getting a new truck should be the lat step in this whole process not the first....stalemate ensues.

[hopin to cash]

I have told the service manager at the dealership everything you guys have posted or what I have found on my own as far as the starter issue goes. They continue to tell me they simply can not find anything wrong. The scratch was painted and yes I can see swirl marks. Stalemate is a good word to describe the current situation. My wife insisted on going down there Monday night and I won't disclose what was offered for us to take the truck but as she stood there with tears in her eyes and simply asked the general manager will that make the scratch unnoticeable and the starting issue go away, before he could reply I said I appreciate the offer but please contact your GM rep and let me know what your final determination is.

 

So yes, we still wait and our first payment is due next week...

 

The worst part is... I really like these guys, the small dealership feel, the joking around in the finance office (he found me a great interest rate and I returned the favor by buying some tire and dent warranty)

 

almost forgot... truck would cycle all the way through the lights flash dash board comes up to the point where starter should engage and there was nothing. The remote and the key do the same thing and a few turns of the key over and over all of sudden varoom starts right up. The exact same thing that I believe happened to the Edmonds test Z71 2014 test truck.

[cmpcpro]

There is still no news? I thought GM was agreeing with you on a replacement truck? I can tell you they do watch these boards closely as they weren't going to replace one guys truck with similar problems until a bunch of people stepped in sticking up for the guy then they had a sudden change of heart.

[Silverado Steve]

Maybe they cant find an exact match truck the OP wants?