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.

GM Calls back

At 10:40AM today I got a call from Larry Beckham at GM. He apologized for not calling me at the time we had set up. He then told me that the case was considered closed as my seats were now working as per the bulletin that Chevrolet put out. I told him that I felt like that bulletin was created because they can't figure out how to get the seats working right. He assured me that was the way all Chevrolet vehicles were working and that was the design they were using. I disagreed with him but then told him this case was far from closed as I still had problems that had not been fixed, such as the random NAV unit reboots as well as the power-point issues with the cell phone charger. He asked me if the OnStar was working properly I told him that it was but that I had not really used it. I then asked him to what end do we stop repairing this vehicle. He stated we stop when its fixed, I then told him that I have no confidence that this vehicle will ever get fixed and that it was time to discuss replacing this one with another one like it. I told him that under Missouri's lemon law that this vehicle had been in the shop 4 times all for electrical problems which the state AG considers the same problem. I then said that we are just days away from meeting the other qualification for lemon of 30 days or more in the shop for repairs. I told him I felt at some point customer satisfaction needed to come into play and that if we needed to get someone higher up than him to make that decision that's what we should do. He then told me he was the District Specialist for customer service and it was his decision to make. Mr. Beckham then asked me to hold on while he called the dealership. After a few minutes Mr. Beckham got back on the line and that he had just talked to my service adviser Justin who had confirmed to him that my vehicle had indeed been in the shop 4 times as I had said and he wasn't sure how many days but estimated it too be 2 weeks I told him 18 days to be exact. He told me that there were indeed problems with the vehicle that needed to be addressed as well as some shortcomings with the dealership. I told him that "ANYTHING" he could do would be appreciated. I also told him that I felt that buying a new car was supposed to be exciting and what I would consider a happy time but this experience has left me severely wanting for that. He then set up an appointment to call me back on 10/2/09 between 11AM-1PM so he would have time to call the dealership up to discuss options. I told him to make sure he didn't forget about the appointment and he stated he would put a sticky note on his monitor to make sure I was called back. I thanked him and we hung up.

Called GM

This morning I called GM and I couldn't find Mr. Beckham's extension number so I let it go to the GM customer service operator. I told the person I was talking to that I had a case number and I had been working with Larry Beckham ond just needed to be put through to his extension to leave a message. He asked me for the case number and told me to please hold for 3 to 5 minutes while he reviewed my case. He then comes back and tells me that "Mr. Larry" would be calling me back tomorrow. I asked to be put through to his voice mail to leave a message and he told me "Mr. Larry" would be calling me back on 10/01/09 between the hours of 12PM and 2PM. I asked him if he knew why "Mr. Beckham" did not call me when he was scheduled to on 9/28/09 he said he would transfer me to "Mr. Larry's" voicemail. I then left Mr. Beckham a message asking him to call me back and asking why he didn't on Monday.

No Call from GM

Well the GM rep Mr. Beckham was supposed to call me yesterday 9/28/09 and didn't I thought I would give him another day in case he was busy and he didn't call today either. I suppose I will call him and leave a message tomorrow.

Here is the seat bulletin

This is the seat bulletin that I got from the dealer. The problem with the power seats is sometimes they don't move, sometimes they move to the right position, and sometimes the move to a position that makes you say WTF!!!!!!! I have had power seats with memory features in 2 other cars besides this one and they both would marry up to the key fob and no matter what position you would move the seats or mirrors to when you pushed the unlock button the seats and mirrors went back to the position associated with that key fob. That is how the salesman told me the memory seats worked and that is how the dealers own service department thought they worked too until they got this bulletin. Chevrolet's own tech told me that is the way the memory seat function was intended to work but they are working as designed.

OnStar Reset problem

Here is a video I took of the OnStar reset the message you hear is what you might expect when you use OnStar for the 1st time not after you have had the car for a month. This message was different than the one it had given my wife the night before when it told her that "OnStar was only available for emergency use only in this vehicle" I also had another message for the hands free calling that wouldn't work either but my phone number is in that video so I'm not going to post it.

Radio Video

Here is a video I shot with my phone that demonstrates the radio issue. I was later told by the service tech that my wife's cell phone charger was what was causing the problem. When I asked why the radio would work if I remote start the vehicle with the charger plugged in there was no problem, or if I plugged the charger in after the vehicle was turned on there was no problem. I was told the solution was just don't use the charger.