First service experience at Criswell....disappointed
12-02-2015, 04:51 PM
#41
Burning Brakes
Member Since: Aug 2014
Location: Richmond VA
Posts: 1,171
Received 270 Likes
on
198 Posts
St. Jude Donor '18
Damn Internet stalkers. 
Don't tell anyone you saw me here. My GF only knows I hang out with the C5 crowd. If she catches wind I'm investigating C7s, she's going to either kick me out, or demand a specific color combo.
Don't tell anyone you saw me here. My GF only knows I hang out with the C5 crowd. If she catches wind I'm investigating C7s, she's going to either kick me out, or demand a specific color combo.
Last edited by Sydwayz; 12-02-2015 at 04:56 PM.
12-02-2015, 05:01 PM
#42
Safety Car
And here's an email followup on the PDR:
"We have contacted GM Technical Assistance on the PDR issue we had today. They said that they have been having problems with this software programming on a specific PDR part number which happened to be the one that your Corvette has. They directed us to replace the PDR, which we knew that already...but they also will have to write us a specific program for this repair. Basically, when we replace that PDR we will have to call GM and they will write us the program and send it to us to install in your car."
If I'm interpreting this correctly, this PDR for this car requires unique custom coding to make it work. Hell, it worked when I brought it in, but the flash/upgrade killed it.
"We have contacted GM Technical Assistance on the PDR issue we had today. They said that they have been having problems with this software programming on a specific PDR part number which happened to be the one that your Corvette has. They directed us to replace the PDR, which we knew that already...but they also will have to write us a specific program for this repair. Basically, when we replace that PDR we will have to call GM and they will write us the program and send it to us to install in your car."
If I'm interpreting this correctly, this PDR for this car requires unique custom coding to make it work. Hell, it worked when I brought it in, but the flash/upgrade killed it.
But the other issue is disheartening to hear about.
I've been to Criswell for service twice. Once for the first free oil and filter change (they use Mobil 1, no hassle there), and once to fix something that got scratched up on the first visit. On the positive side, they didn't argue about whether it was their fault or not, and replaced it at their cost.
12-02-2015, 05:36 PM
#43
Team Owner
Member Since: Sep 2005
Location: Big Bend Country, TX
Posts: 29,114
Received 2,186 Likes
on
1,337 Posts
St. Jude Donor '06-'07-'08-'09-'10-'11-'12-'13-'14-'15- '16-'17-‘18-‘19-'20-'21
NCM Lifetime Member
Ironic how that works. Vastly different by dealership/location. we have some cracker jack service departments in my area of TX. It is the front end of the business that is lacking.
12-02-2015, 06:28 PM
#44
Racer
This was years ago when I lived in Princeton, NJ. The worst customer service I have ever received in my life. Hopefully, it is much better here in NOVA. I loved the car, but was constantly in the shop and the manager threatened me when I caught his GF or whoever she was out driving my car. I was done.
12-03-2015, 01:53 AM
#45
Tech Contributor
Member Since: Oct 1999
Location: Charlotte, NC (formerly Endicott, NY)
Posts: 40,094
Received 8,929 Likes
on
5,333 Posts
Unfortunately, it seems that many dealers (but not all) drop the ball with how service handles the customers. They place a lot of resources to make the sales department top notch with training, slick ads and point of purchase material, slick showrooms and lighting and then don't train the service department how to keep the ball rolling. In a case of the above, it's now a widely known issue regarding the creaking roof (they should keep a quantity of these parts on hand), they knew you had an appointment for this issue two weeks ahead of time and you drove 2 hours to get there. Why not have someone in service double check the appointments and make sure the parts are in stock or notify you ahead of time of an out of stock issue. Seems like common sense but as many people noted in other threads, the sales department and the service department are like two separate entities at some dealerships. When I call any place regarding service (not just dealerships), I shouldn't have to but I do the thinking for the person on the phone. I ask do you have the parts in stock for this issue? Will you be able to get to it as soon as I get there or will there be a wait? Do you expect any other issues that may delay the repair of the problem? etc.
Bill
The following users liked this post:
Steve_R (12-03-2015)
The following users liked this post:
Steve_R (12-03-2015)
12-03-2015, 06:17 AM
#47
Safety Car
I would agree that for most issues, the dealer needs to confirm parts are needed before they order.....In this case I don't buy it. There is a TSB for the roof. If you make an appointment to have this fixed and you give them the TSB, there is no reason why they should not have had the parts available for your repair. This sounds like they looked at their inventory on the computer but never verified. This is not an uncommon scenerio.
12-03-2015, 08:23 AM
#48
Melting Slicks
And here's an email followup on the PDR:
"We have contacted GM Technical Assistance on the PDR issue we had today. They said that they have been having problems with this software programming on a specific PDR part number which happened to be the one that your Corvette has. They directed us to replace the PDR, which we knew that already...but they also will have to write us a specific program for this repair. Basically, when we replace that PDR we will have to call GM and they will write us the program and send it to us to install in your car."
If I'm interpreting this correctly, this PDR for this car requires unique custom coding to make it work. Hell, it worked when I brought it in, but the flash/upgrade killed it.
"We have contacted GM Technical Assistance on the PDR issue we had today. They said that they have been having problems with this software programming on a specific PDR part number which happened to be the one that your Corvette has. They directed us to replace the PDR, which we knew that already...but they also will have to write us a specific program for this repair. Basically, when we replace that PDR we will have to call GM and they will write us the program and send it to us to install in your car."
If I'm interpreting this correctly, this PDR for this car requires unique custom coding to make it work. Hell, it worked when I brought it in, but the flash/upgrade killed it.
I'm sorry but GM doesn't just "write" software for 1 individual PDR unit. Sounds like the reprogram was interrupted/corrupted. You'll get a new screen, and you'll get the same software that everyone else receives. I hate it when dealers try to direct the blame else where by making things up. Anytime I screw up, I am upfront and honest with a customer. Whether I forgot to call someone back, or forgot to order a part, I confess. Honesty goes a long way, people are understanding that mistakes happen and if you're honest you'll get a second chance.
12-03-2015, 08:37 AM
#49
Le Mans Master
So sorry to hear about your negative ordeal at Criswell. I have been buying new Chevrolets (Corvettes and Camaros) in the DC area for over 40 years now, and I have bought them at several dealerships, including dealership (no longer in business) owned by a personal friend. Of all the dealerships I have dealt with, even my friends Chevy dealership, Criswell has treated me the best, completed the work on time, and I have had no problems. Fair is fair, I too drive from Virginia out near Winchester to Criswell to get serviced, as I much rather go there then any other dealership. I just go on Saturday, or a day off on weekday so I do not worry about time constraints, as its not the dealers fault about DC traffic. You know as well as I do, DC, MD and VA traffic is the pits period, no matter if you drive 150 miles of 15 miles, you end up in a bad traffic jam that takes you an hour to get anywhere. It's the regional culture, TRAFFIC, POOR ROADS, and too many cars.
Last edited by 1KULC7; 12-03-2015 at 08:40 AM.
12-03-2015, 08:45 AM
#50
Drifting
Its a sucky situation but being a business owner myself who orders ALOT of parts sometimes sh*t happens unfortunately. Vendors/distributors drop the ball on me all of the time and leave me high and dry when parts are promised, incorrect parts or partial orders. I'm not saying that its right, and maybe they should have caught it but it happens even when trying to be the best prepared as you can. They most likely ordered it, possibly it even showed it was shipped from GM on their packing slip when they received their shipment, or someone made a mistake there,
Hope it all turns out OK for you.
Hope it all turns out OK for you.
The following users liked this post:
MarCorpsMustang (12-03-2015)
12-03-2015, 08:46 AM
#51
Le Mans Master
If that's the case their "programmers" violated the first rule of software updating... Never, NEVER, make an update without a backup plan, or copy in this situation, before one attempts the update.
Some extra memory in the PDR, to which they could copy the existing verion, would have solved this problem without needing custom code to make it work...
Some extra memory in the PDR, to which they could copy the existing verion, would have solved this problem without needing custom code to make it work...
The first step is the machine throws an error code, kept on the systems log, then performs a self diagnosis, resets its threshold, then tries a reload. The service technician follows a set practice and its automated. If it fails the replace the module, they do not troubleshoot, the are NOT application engineers. Their backup is to get a new module, replace and program. If a failure of this type causes the system to freeze, or not accept the reprogram, it just re-enforces there is a serious enough problem with the PDR which it should be replaced. I would much rather have a new module then have a service technician implement a Back UP that would only disguise or over ride the actual problem.
Last edited by 1KULC7; 12-03-2015 at 08:54 AM.
12-03-2015, 08:51 AM
#52
Drifting
I'm sorry but GM doesn't just "write" software for 1 individual PDR unit. Sounds like the reprogram was interrupted/corrupted. You'll get a new screen, and you'll get the same software that everyone else receives. I hate it when dealers try to direct the blame else where by making things up. Anytime I screw up, I am upfront and honest with a customer. Whether I forgot to call someone back, or forgot to order a part, I confess. Honesty goes a long way, people are understanding that mistakes happen and if you're honest you'll get a second chance.That's when I usually go outside to may van, close the door and scream profanities at the top of my lungs.
12-03-2015, 10:52 AM
#53
3rd Gear
Member Since: Dec 2015
Posts: 3
Likes: 0
Received 0 Likes
on
0 Posts
To my utter amazement, my first service experience at Criswell has been a flop. I made an appointment two weeks ago to have the creaking roof issued resolved today, along with flash/upgrades for the transmission, PDR, and infotainment system. Despite the two-week lead time, two hours into my wait in the lounge (and a two-hour drive to get here), Dina let me know they don't have all the parts needed to fix the roof. The roof repair requires four parts: two pins and two striker plates. Strangely, they only have three of the four in stock. Although Dina offered profuse apologies and an option to take a loaner and return tomorrow or Friday, I declined. I did not wish to make another four-hour round trip to return for something that I unambiguously implored them to repair today and gave two weeks lead time to prepare. I cannot stand that creaking roof for another day, but I also cannot stand four hours in Washington Metro Area traffic. Although I bought the car here at Criswell, it is unlikely I'll be back for any further service.
12-03-2015, 01:01 PM
#54
Le Mans Master
12-03-2015, 01:39 PM
#55
Le Mans Master
Member Since: Sep 2012
Location: Hagerstown MD
Posts: 6,876
Received 1,738 Likes
on
1,174 Posts
St. Jude Donor '15-'16,'18
Mike treated me very well and I am a happy customer on the sales side. I have not had any experience with the service department yet.
12-03-2015, 02:00 PM
#56
Advanced
No, I did not. When the salesman I was communicating with was not answering e-mails, I called Criswell and asked for another salesman and their response was to put me on hold and hang up on me. The new car sales manager called my business, my employee answered the phone and took a message - but at that point I was too angry to deal with them.
12-03-2015, 02:29 PM
#57
I would agree that for most issues, the dealer needs to confirm parts are needed before they order.....In this case I don't buy it. There is a TSB for the roof. If you make an appointment to have this fixed and you give them the TSB, there is no reason why they should not have had the parts available for your repair. This sounds like they looked at their inventory on the computer but never verified. This is not an uncommon scenerio.
the way it works.
-you make appointment
-they look at car to see what the problem is.
-they order parts or have it in stock to fix car.
I am telling you dealerships are not going to order parts just going off what you say. They want to verify it.
Same reason why people get pissed when the car wont duplicate a problem while at the dealership. Then it doesnt get fixed, dealerships must "see" the problem.
12-03-2015, 02:36 PM
#58
Safety Car
I initially placed my vette order from Criswell, but had to cancel and go with Les Stanford since they let me use a Employee Discount and Criswell didnt. I took it twice in for service at Criswell and they are definitely better than others in the area. But I feel your pain, I feel as if Corvettes need to have the same service level as a Benz or BMW service.
12-03-2015, 03:24 PM
#59
Le Mans Master
I had my car in for hard shifting and roof recall and blank dash. I was surprised they had no roof parts. Parts ordered on Thursday came in on Monday car set till Thursday I came in found car not touched parts in floor board car covered in tree sap and bird pop. I was livid they jumped on it. I was out the door in 2 hours. This was at dealer in Atlanta ga. they have always done bang up work was this a let down. Management wanted to know what would make me happy fix my car don't crap it up with tree sap and pop. They wanted to wash no way I'm letting someone broom brush wash my car.
z51vett
Doug
z51vett
Doug
Last edited by z51vett; 12-03-2015 at 03:25 PM.
12-03-2015, 04:16 PM
#60
Burning Brakes
The service technicians, are not computer or application engineers. Their training is very limited, and must follow strict plan of actions, and instructions, developed and enforced by Chevrolet. The Operating Systems are not like a home computer and are priority developed, not for open systems, which is done on purpose.
The first step is the machine throws an error code, kept on the systems log, then performs a self diagnosis, resets its threshold, then tries a reload. The service technician follows a set practice and its automated. If it fails the replace the module, they do not troubleshoot, the are NOT application engineers. Their backup is to get a new module, replace and program. If a failure of this type causes the system to freeze, or not accept the reprogram, it just re-enforces there is a serious enough problem with the PDR which it should be replaced. I would much rather have a new module then have a service technician implement a Back UP that would only disguise or over ride the actual problem.
The first step is the machine throws an error code, kept on the systems log, then performs a self diagnosis, resets its threshold, then tries a reload. The service technician follows a set practice and its automated. If it fails the replace the module, they do not troubleshoot, the are NOT application engineers. Their backup is to get a new module, replace and program. If a failure of this type causes the system to freeze, or not accept the reprogram, it just re-enforces there is a serious enough problem with the PDR which it should be replaced. I would much rather have a new module then have a service technician implement a Back UP that would only disguise or over ride the actual problem.
I was not referring to the techs writing the software, I meant whoever at GM was doing it; although as another forum member pointed out, that is unlikely...
As for the "backup", that support and process should have been included in the update or install process/software. i.e. the update being applied.
The following users liked this post:
cyberay (12-03-2015)