Dealer won't service car because of a bad survey
09-11-2015, 11:43 AM
#2
Race Director
Member Since: Sep 2013
Location: Ft Lauderdale
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Tech Contributor
yup, no matter if you like it or not, that's the way it is. Yeah you can call GM and bitch, easier just to find another dealer. And discuss the survey with them BEFORE you submit it.
09-11-2015, 11:45 AM
#3
That's crazy. The manager should be reaching out to you to see what went wrong and try to fix it not refusing to service the car because of a bad survey!! You need to call GM and report this. Good luck!
09-11-2015, 11:55 AM
#4
Drifting
Dealer won't service car because of a bad survey
Originally Posted by AliZ51
That's crazy. The manager should be reaching out to you to see what went wrong and try to fix it not refusing to service the car because of a bad survey!! You need to call GM and report this. Good luck!
I hate that this stuff happens but I understand it from both sides, unfortunately.
Having a good dealer that will understand and work with you is the best thing possible but they all are so scared of the weight that the surveys hold from a money standpoint. It tends to make people very gun shy as the risk reward gets lopsided very quickly if your service index drops too low.
09-11-2015, 12:03 PM
#5
Le Mans Master
Hate your having these issues with your car and the dealership. I hope there is no truth to the "driving it in eco mode to much" because that is what mine stays in the majority of the time. 
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09-11-2015, 12:44 PM
#6
Safety Car
That sucks that the dealer is doing that to you. They do reserve the right to refuse service but if they had done it right at first, it should never be an issue for the survey.
I guess I'm very lucky to have a great dealer. They ask when my car is returned if they performed at 100%. They ask me to call them if I find any issues. They never mention the survey.
My dealer has an amazing Corvette tech and are mod friendly, to a point. Obviously they can't help me if I blow up my motor as GM requires them to send ECM data before approving an engine swap/repair. My car is pretty heavily modified and quite noticibaly when you start it
I guess I'm very lucky to have a great dealer. They ask when my car is returned if they performed at 100%. They ask me to call them if I find any issues. They never mention the survey.
My dealer has an amazing Corvette tech and are mod friendly, to a point. Obviously they can't help me if I blow up my motor as GM requires them to send ECM data before approving an engine swap/repair. My car is pretty heavily modified and quite noticibaly when you start it
09-11-2015, 12:49 PM
#8
Race Director
I've never wasted my time on a survey.
09-11-2015, 12:55 PM
#9
It is annoying that the manufacturers all share with the dealer the source of a bad survey. Equally annoying when the service department badgers you for a perfect survey "all 10's" sometimes before they even perform the repair.
It will never get fixed if we don't complain to the manufacturers so my advice is complain in writing and find another dealer.
It will never get fixed if we don't complain to the manufacturers so my advice is complain in writing and find another dealer.
09-11-2015, 01:20 PM
#10
Melting Slicks
Don't know what's the issue with the engines and sorry the OP is having the issue, he shouldn't have.
Any car is a significant item, the C7 certainly rates as a premium car. All cars at the manufacturer's dealer should be serviced properly, high end cars should get a bit more attention in my view. Don
Any car is a significant item, the C7 certainly rates as a premium car. All cars at the manufacturer's dealer should be serviced properly, high end cars should get a bit more attention in my view. Don
09-11-2015, 01:24 PM
#11
Burning Brakes
F em. If they want a good survey, provide good service.
That being said, if a dealership provides crap service, why would you want to go back there anyhow?
That being said, if a dealership provides crap service, why would you want to go back there anyhow?
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09-11-2015, 01:27 PM
#12
Pro
Member Since: Apr 2005
Location: Ronkonkoma NY
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St. Jude Donor '08-'09
Title explains most of this issue.
I'll try to keep the story short.
Car has loud ticking noise @4200 miles. Metal found in oil. Dealer replaces engine. I give a good survey.
500 miles later, ticking is back but not as loud. Bring in for diagnosis and oil change just incase. Tech says everything is normal.
Week later, ticking is loud again, vibrations at 1500-2500 rpm and at certain speeds under load. Bring car in, they didn't even drive the car. I have proof. I give a bad survey with detail of why it's a bad survey.
File paperwork for lemon law- car goes in for final repair attempt. No repair attempt on anything, told most issues are from driving in Eco mode (which I rarely do) and I should be driving in touring mode. One issue they didn't fix, bad glue on armrest leather. Told me to take it to another dealer because I gave them a bad survey.
So what is the point of a survey? Basically I have to lie on a survey to get my car serviced? This is ridiculous.
I'll try to keep the story short.
Car has loud ticking noise @4200 miles. Metal found in oil. Dealer replaces engine. I give a good survey.
500 miles later, ticking is back but not as loud. Bring in for diagnosis and oil change just incase. Tech says everything is normal.
Week later, ticking is loud again, vibrations at 1500-2500 rpm and at certain speeds under load. Bring car in, they didn't even drive the car. I have proof. I give a bad survey with detail of why it's a bad survey.
File paperwork for lemon law- car goes in for final repair attempt. No repair attempt on anything, told most issues are from driving in Eco mode (which I rarely do) and I should be driving in touring mode. One issue they didn't fix, bad glue on armrest leather. Told me to take it to another dealer because I gave them a bad survey.
So what is the point of a survey? Basically I have to lie on a survey to get my car serviced? This is ridiculous.
This is not just a GM issue. My DD is a Honda CRV and I was barred for "life" from Nardy Honda in NY because I gave them an honest but less than perfect survey..
09-11-2015, 02:15 PM
#14
this dealer clearly sucks and you don't want to go back there anyhow. If you've got a lemon law action in the works....I wonder if their refusal to service your car clinches it for you? Would be nice if you could get that in writing, but they can't be that dumb. But does an affidavit from you act as "good enough?" Not sure what each state requires for the lemon law to be properly invoked and enforced.
09-11-2015, 02:16 PM
#15
Pro
The best service will be from a dealer who you have given a good survey. That rewards them in their pocket and makes for a good customer/service relationship.
If you feel you must vent with a bad survey, do yourself a favor and after filling out the form, drop it in the trash rather than the mailbox. You will have a better relationship with the service department.
You felt good about the bad survey, but now you know your reward in the end...you are invited to not return. If you do not return, the service department will continue to be busy with customers who are not as demanding and will not be reprimanded in their paycheck.
Sometimes we must put our pride aside and play the game. You will be rewarded in the long run by a friendly greeting from the service manager and that is the time you can have a friendly conversation about expectations.
Friendly customers make for friendly dealers.
If you feel you must vent with a bad survey, do yourself a favor and after filling out the form, drop it in the trash rather than the mailbox. You will have a better relationship with the service department.
You felt good about the bad survey, but now you know your reward in the end...you are invited to not return. If you do not return, the service department will continue to be busy with customers who are not as demanding and will not be reprimanded in their paycheck.
Sometimes we must put our pride aside and play the game. You will be rewarded in the long run by a friendly greeting from the service manager and that is the time you can have a friendly conversation about expectations.
Friendly customers make for friendly dealers.
09-11-2015, 02:19 PM
#16
Burning Brakes
The best service will be from a dealer who you have given a good survey. That rewards them in their pocket and makes for a good customer/service relationship.
If you feel you must vent with a bad survey, do yourself a favor and after filling out the form, drop it in the trash rather than the mailbox. You will have a better relationship with the service department.
You felt good about the bad survey, but now you know your reward in the end...you are invited to not return. If you do not return, the service department will continue to be busy with customers who are not as demanding and will not be reprimanded in their paycheck.
Sometimes we must put our pride aside and play the game. You will be rewarded in the long run by a friendly greeting from the service manager and that is the time you can have a friendly conversation about expectations.
Friendly customers make for friendly dealers.
If you feel you must vent with a bad survey, do yourself a favor and after filling out the form, drop it in the trash rather than the mailbox. You will have a better relationship with the service department.
You felt good about the bad survey, but now you know your reward in the end...you are invited to not return. If you do not return, the service department will continue to be busy with customers who are not as demanding and will not be reprimanded in their paycheck.
Sometimes we must put our pride aside and play the game. You will be rewarded in the long run by a friendly greeting from the service manager and that is the time you can have a friendly conversation about expectations.
Friendly customers make for friendly dealers.
No one wins when you BS the survey, and the next guy thinks the place is great, and the service department thinks they are great.............but they really suck. YOU screwed the next customer. And whether or not the dealership likes it or not, you have helped them become better instead of blowing smoke up their butt..........when you tell the truth.
09-11-2015, 02:23 PM
#17
Team Owner
The best service will be from a dealer who you have given a good survey. That rewards them in their pocket and makes for a good customer/service relationship.
If you feel you must vent with a bad survey, do yourself a favor and after filling out the form, drop it in the trash rather than the mailbox. You will have a better relationship with the service department.
You felt good about the bad survey, but now you know your reward in the end...you are invited to not return. If you do not return, the service department will continue to be busy with customers who are not as demanding and will not be reprimanded in their paycheck.
Sometimes we must put our pride aside and play the game. You will be rewarded in the long run by a friendly greeting from the service manager and that is the time you can have a friendly conversation about expectations.
Friendly customers make for friendly dealers.
If you feel you must vent with a bad survey, do yourself a favor and after filling out the form, drop it in the trash rather than the mailbox. You will have a better relationship with the service department.
You felt good about the bad survey, but now you know your reward in the end...you are invited to not return. If you do not return, the service department will continue to be busy with customers who are not as demanding and will not be reprimanded in their paycheck.
Sometimes we must put our pride aside and play the game. You will be rewarded in the long run by a friendly greeting from the service manager and that is the time you can have a friendly conversation about expectations.
Friendly customers make for friendly dealers.
Enough of the "everyone gets a trophy" mentality.
If the dealer does a good job, he gets a blue ribbon. If he does a bad job, he doesn't.
Why should a dealer strive to do a good job, if he knows he's going to get a blue ribbon either way?
Last edited by JoesC5; 09-11-2015 at 02:27 PM.
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09-11-2015, 02:23 PM
#18
Race Director
I, on the other hand, believe in telling the truth about my experiences. If it's great, say so. If it sucks, say so.
No one wins when you BS the survey, and the next guy thinks the place is great, and the service department thinks they are great.............but they really suck. YOU screwed the next customer. And whether or not the dealership likes it or not, you have helped them become better instead of blowing smoke up their butt..........when you tell the truth.
No one wins when you BS the survey, and the next guy thinks the place is great, and the service department thinks they are great.............but they really suck. YOU screwed the next customer. And whether or not the dealership likes it or not, you have helped them become better instead of blowing smoke up their butt..........when you tell the truth.
totally. Joe's right as well. Competence stands on its own merits.
09-11-2015, 02:29 PM
#19
Safety Car
Those surveys should be confidential. GM should share only the satisfaction data, and nothing that allows the dealer to identify the customer. Of course, if you're the only C7 owner at a small dealer, that doesn't matter, but GM isn't helping the situation.
09-11-2015, 02:44 PM
#20
I, on the other hand, believe in telling the truth about my experiences. If it's great, say so. If it sucks, say so.
No one wins when you BS the survey, and the next guy thinks the place is great, and the service department thinks they are great.............but they really suck. YOU screwed the next customer. And whether or not the dealership likes it or not, you have helped them become better instead of blowing smoke up their butt..........when you tell the truth.
No one wins when you BS the survey, and the next guy thinks the place is great, and the service department thinks they are great.............but they really suck. YOU screwed the next customer. And whether or not the dealership likes it or not, you have helped them become better instead of blowing smoke up their butt..........when you tell the truth.
I agree with you on this. BUT, if I am gonna give a bad survey, I will assume that my bridge with that dealership is burned and I would be prepared to use a different dealer....
I am sitting on a survey for a boat I recently bought; not happy about a few things but am working with the dealer to get them sorted. They are the only dealer anywhere near me.....so I am not prepared nor able to burn the bridge. 5 year warranty. But, as of now, they are really trying to make me happy and that is all I can really ask for.