New Dealer Service much better

Yesterday I took my vehicle to Greg Chevrolet and I have to say on the service end they were MUCH better. I still have the same problems with the cell phone charger and the NAV system reboots. However the way this dealer went about explaining things to me I felt much better. Also Mr. Beckham called me today as he promised to see how things went at the new dealer. I explained that while things weren't working right I felt like the cell phone charger issue was resolved. However the NAV system reboots were still a problem. He then told me another District Specialist for customer service would be handling me now because Greg Chevrolet was not in his district. I asked him when I could expect a call from the new person and he stated within 24 hours but if I did not hear from them I could call with my case number and they would contact me.

New Dealer Service New hope?

This morning I set up an appointment with Greg Chevrolet. The service person I talked to was very friendly. I explained the issues such a s the power-point and the NAV unit rebooting. I also asked if they would go ahead and do the transmission software update that was in the TSB issued on 10/1/09 he asked me if I was experiencing the problems that the TSB fixed. I told him that the car does downshift at what I considered inopportune times. He asked me when I wanted to bring it in and I told him Monday 10/12/09 would work for me. He said ok and put me down for theat morning. I am keeping my fingers crossed that they might find a fix Cable/Dahmer didn't. I can't help but wonder though if Mr. Beckham from GM doesn't have some ulterior motive in sending me to another dealer.

Yet another chinese fire drill

Tonight at 6:00PM Mr. Beckham called me. He apologized for calling late and told me that he had talked to Cable/Dahmer and that the service manager told him that he was indeed mistaken and the fixes that he had told Mr. Beckham that were available for my care were actually for the Traverse. I reminded Mr. Beckham that that is what I told him when he recommended that I go get the fixes. He said Cable/Dahmer told him that I shouldn't use my charger in the car while starting it but that it would work fine and was safe to use once the car was started. Once again I asked him if he knew how they arrived at that solution and then told him because that was the way I described the problem to them and to me that is NO solution. He then told me that Cable/Dahmer had been unable to reproduce the problem with my NAV unit so as far as they were concerned there was no problem with it and that they were now done fixing my vehicle. I asked Mr. Beckham so now where does that leave me? The NAV unit re-boot is intermittent but still a problem I told him it had just happened again on Friday. He then suggested we try another dealership. I told him I would make an appointment with Greg Chevrolet the next day and asked Mr. Beckham to call me back tomorrow so I could tell him what time my appointment was.

I am getting tired of dealing with these yahoos

Today at 4:25PM Mr. Beckham from GM called. He immediately asked me why I didn't take my vehicle into Cable/Dahmer as he instructed me to do. I told him that I called Cable/Dahmer on Friday to make the appointment and to verify what he told me about the TSB before I drove the 150 mile round trip. I then said I was told that the TSB was for the transmission/engine software update and not for my radio/NAV unit or the electrical problems. I than told him that he as a customer service rep should have verified the TSB before he told me to go to the dealer. He then told me that he was merely relying on what the service manager at Cable/Dahmer had told him and that it wasn't his fault that the information was wrong. (This is the "District Specialist" for customer service) I once again told him he should have verified the information and asked him how a transmission software update would help me. I told him that my NAV unit rebooted once again on Friday and I want my vehicle fixed. He asked me to hold while he called the dealer. After about 3 or 4 minutes he got back on the line and told me the service manager was unavailable but he left a message for him to call him back. I asked him so what now? He then asked me to hold on and came back after a couple minutes. He then told me that he saw several other dealers in my area and perhaps a fresh set of eyes might find a solution. I told him that I doubt that it would and if Chevrolet had no fix for it what did he think another dealer might do. he then asked me if he could set another appointment up for 10/7/09 between 1:30PM and 3:30PM. I told him I will talk to him tomorrow then and hung up.

Nav/Radio screws up again

Well its been about a week since the radio flipped out but it did it again today. Its so random so its hard to know when to video but basically you are driving down the road and the radio does this

Followed by this screen which I could take a picture tonight of because it stays up till you clear it

Called Cable/Dahmer

Evidently I wasn't clear enough when I gave John my name and phone number and told him to have Justin call me back. So at 5:00PM I decided to call Cable/Dahmer and ask for Justin who tells me nobody had given him the message to call him. I explain to Justin that I was told I needed to bring the vehicle to then to apply the software update for my vehicle. I then asked him about the TSB for the software update and he told me he would look it up. He then told me that there was no TSB issued for the Radio/NAV system and he wasn't quite sure what Mr. Beckham was talking about. He told me there was a TSB issued for my Equinox on 10/01/09 regarding a software update for my motor and transmission but since I hadn't reported those problems I probably wouldn't need it. When I asked him if was to address the downshifting issue with the transmission he said yes. I told him I had that problem but I didn't think it was really that big of a deal and I wanted to get my electronic stuff fixed first. I told him Mr. Beckham was supposed to call me back on Tuesday next week and I would once again ask him to clarify where he got the info that there was a fix because I didnt want to drive 75 miles down and 75 miles back from the dealer only to confirm what he had just told me on the phone. I thanked Justin for his help and hung up.

Yet another GM Phone Disappointment

Today at 11:45 Larry Beckham from GM called and told me he had been in contact with the service manager at Cable/Dahmer and he was told that there was a TSB on my car for the NAV reboots and the a fix for the power-point as well. I asked him when the bulletin came out and he said he was not sure but the service manager told him that there was a fix. I told him that unless one came out in the past couple days I highly doubted that there was a fix. I even went so far as to say that I felt that the Service manager was lying to him if in fact is was for my vehicle. My basis being is I had talked to someone in the service department who got my hopes up on the same bulletin only to find that is was for a Traverse and not my vehicle. He assured me it was for my vehicle and he apologized but told me once again I would need to bring it in for service to apply the update. I told him that I suppose I would and that this would be the 5th time in for service and that we needed to discuss lemon lawing this vehicle. That was when he told me that vehicle replacement was not an option and the only option was to keep getting mine fixed until it was fixed and then discuss some compensation.

I asked him so I need to continue my option with the Missouri AG's office and send a letter to Chevrolet along with all the service records indicating how many times it has been in the shop and it has either not been fixed properly or not at all and that all of the problems indicated have been electrical in nature and constitute all part of the same component. He then told me that we needed to get my vehicle fixed and we needed to make an appointment at the dealership. I told him sure it will be just one more service ticket and I could then claim 5 trips in less than 2 months ownership in my letter to GM.

He then called Cable/Dahmer where I talked to John who asked me what was wrong with my vehicle. (Words can't describe the sense of frustration I was feeling when he said that.) I told him I wasn't exactly sure what they needed to do other than I was told there was a software update for my vehicle and it would fix my problems, Mr. Beckham then explained that there was a bulletin for my vehicle to John and I needed an appointment to fix it. He then told me to I could bring the vehicle in anytime between the hours of 7AM and 5PM. I asked how long it might take to fix it and he told me that they had loaners to give me if I didn't want to wait. I then asked for Justin my service advisor and was told he was out to lunch. I told John to have Justin to call me back when he got back and gave him my number and name to give to him. He said he would and then hung up.

Mr. Beckham then told me he would call me back on 10/6/09 between 3:30pm and 5:30PM.