But, hey, enjoy it whenever it arrives!!! 
Order tracking displeasure
Thread Starter
Intermediate
Joined: May 2018
Posts: 26
Likes: 2
From: Pace Florida
Order tracking displeasure
Hi All,
First and foremost, I love that there is a sticky for order tracking and LOVE what Angela has been doing for the community. That said, with over 21,000 posts and over 1,000,000 views, this process screams of automation... Why wouldn't GM create a simple tracking page that actually gives full and complete tracking information? Its a shame we get better tracking on $5 items off amazon then we do on 70k+ cars.
Currently, only the salesperson can tell me my status, besides posting on here. This bottle necks / silos the entire process of something incredibly simple that the customer should be able to do any time they want without having to get a hold of their sales person and then wait for a reply... Not with technology today...
Just a small rant, that I'm sure many other people have felt.
First and foremost, I love that there is a sticky for order tracking and LOVE what Angela has been doing for the community. That said, with over 21,000 posts and over 1,000,000 views, this process screams of automation... Why wouldn't GM create a simple tracking page that actually gives full and complete tracking information? Its a shame we get better tracking on $5 items off amazon then we do on 70k+ cars.
Currently, only the salesperson can tell me my status, besides posting on here. This bottle necks / silos the entire process of something incredibly simple that the customer should be able to do any time they want without having to get a hold of their sales person and then wait for a reply... Not with technology today...
Just a small rant, that I'm sure many other people have felt.
Thread Starter
Intermediate
Joined: May 2018
Posts: 26
Likes: 2
From: Pace Florida
You're absolutely correct!
I was speaking to the broader picture of tracking. In my researching, it looks like there are 2 sets of tracking information. 1. Standard GM codes and 2. TXXW (I think that is the 4 chars) which shows much deeper tracking analysis, which only GM has.
All I'm saying is make this easier for the customer and be transparent. Making things transparent then makes "people" accountable for delays that a customer would have no insight into without seeing the tracking information...
The customer should have every piece of information about the car any time they want and the order tracking sticky is my proof of the demand for it...
That is my main theme
I was speaking to the broader picture of tracking. In my researching, it looks like there are 2 sets of tracking information. 1. Standard GM codes and 2. TXXW (I think that is the 4 chars) which shows much deeper tracking analysis, which only GM has.
All I'm saying is make this easier for the customer and be transparent. Making things transparent then makes "people" accountable for delays that a customer would have no insight into without seeing the tracking information...
The customer should have every piece of information about the car any time they want and the order tracking sticky is my proof of the demand for it...
That is my main theme
Last edited by Trucon01; Jul 6, 2018 at 01:19 PM.
Thread Starter
Intermediate
Joined: May 2018
Posts: 26
Likes: 2
From: Pace Florida
Moderator
Joined: Feb 2006
Posts: 39,159
Likes: 18,002
From: DFW Area TX
GM actually used to have a website where you could enter your order # and state and get some limited tracking information. They shut it down. The process of building a car to order is a lot more complicated that delivering a package from a warehouse.
Tech Contributor
Joined: Oct 1999
Posts: 41,063
Likes: 9,825
From: Charlotte, NC (formerly Endicott, NY)
There may be other business reasons why the data is presented the way it is. Some dealers may not want their Customer's easily getting the information through anybody but them.
Bill
Bill
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Le Mans Master
Joined: Aug 2000
Posts: 6,486
Likes: 1,659
From: Las Vegas NV
GM manufactures well over 5 MILLION cars per year. Some years its been closer to 10 million a year.
How many of those cars are "customer special orders" where the customer would really care about tracking? I don't know, but I think it would be a VERY safe bet to say FAR less than 1%, and probably closer to 0.1%. (5mil total, 50k of those are Corvettes, and a very small fraction of those 50k are customer special order. Sure, there might be a few Camaros in that mix, and the odd special order truck that someone is really hot for, but not enough to really change the percentages significantly)
Hard to justify spending literally millions of dollars creating and supporting/maintaining a "Customer Special Order" webpage for that kind of return/percentage.
ROI and all that jazz...
How many of those cars are "customer special orders" where the customer would really care about tracking? I don't know, but I think it would be a VERY safe bet to say FAR less than 1%, and probably closer to 0.1%. (5mil total, 50k of those are Corvettes, and a very small fraction of those 50k are customer special order. Sure, there might be a few Camaros in that mix, and the odd special order truck that someone is really hot for, but not enough to really change the percentages significantly)
Hard to justify spending literally millions of dollars creating and supporting/maintaining a "Customer Special Order" webpage for that kind of return/percentage.
ROI and all that jazz...
Last edited by Kent1999; Jul 6, 2018 at 08:32 PM.
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That's what I did last week and the Chat rep told me he could send me updates on email and as I was reading this thread, the following email came in.
Dear __________
Here is the current status for your 2019 Chevrolet Corvette order:
Your Targeted Production Week (TPW) is 7/9/2018. This means the vehicle order has been picked up by GM and is in line waiting to move towards production at the plant. This process can take time, is subject to change, and does not mean that the vehicle is physically being built at this time, and we are unable to provide any estimates or ETAs.
I will send you another update next 7/13/18.
If you would like to check on your vehicle order status before then, please feel free to chat from www.Chevrolet.com, or you may contact me directly at my phone number listed below.
For faster service, please reference your case number ______________or your order number _____________.
Thank you for choosing for your new vehicle!
Sincerely,
__________
Chevrolet Customer Assistance
Phone Number: 1-866-790-3600
My question is when does the VIN# become available?
Last edited by MSG C5; Jul 6, 2018 at 08:38 PM.
Thread Starter
Intermediate
Joined: May 2018
Posts: 26
Likes: 2
From: Pace Florida
GM manufactures well over 5 MILLION cars per year. Some years its been closer to 10 million a year.
How many of those cars are "customer special orders" where the customer would really care about tracking? I don't know, but I think it would be a VERY safe bet to say FAR less than 1%, and probably closer to 0.1%. (5mil total, 50k of those are Corvettes, and a very small fraction of those 50k are customer special order. Sure, there might be a few Camaros in that mix, and the odd special order truck that someone is really hot for, but not enough to really change the percentages significantly)
Hard to justify spending literally millions of dollars creating and supporting/maintaining a "Customer Special Order" webpage for that kind of return/percentage.
ROI and all that jazz...
How many of those cars are "customer special orders" where the customer would really care about tracking? I don't know, but I think it would be a VERY safe bet to say FAR less than 1%, and probably closer to 0.1%. (5mil total, 50k of those are Corvettes, and a very small fraction of those 50k are customer special order. Sure, there might be a few Camaros in that mix, and the odd special order truck that someone is really hot for, but not enough to really change the percentages significantly)
Hard to justify spending literally millions of dollars creating and supporting/maintaining a "Customer Special Order" webpage for that kind of return/percentage.
ROI and all that jazz...
I'm in the IT field and this would take no longer than 1 day to write some code that either hits a database or a cache cluster and displays real time updates. Not millions of dollars.
Le Mans Master
Joined: Aug 2000
Posts: 6,486
Likes: 1,659
From: Las Vegas NV
I understand your point, but that's not how technology works... You build it once and then it services requests for years with very little updating. As aposed to the time and money spend by individual sales people, Angela, gm chat support, etc.
I'm in the IT field and this would take no longer than 1 day to write some code that either hits a database or a cache cluster and displays real time updates. Not millions of dollars.
I'm in the IT field and this would take no longer than 1 day to write some code that either hits a database or a cache cluster and displays real time updates. Not millions of dollars.
I've spent the last few decades in IT, everything from systems design, testing, coding, integration, deployment -- on small office systems to huge multinational ones. I've yet to see any system of even moderate complexity that wasn't in a state of constant updating, bug fixing, hardware upgrades (with the accompanying SW updates). And that's just the code. Now, for a huge multinational like GM, you can bet it isn't just 1 person sitting in a cube answering support calls. Most of the small projects I've worked on in the past were between $500k and $700k of internal costs (not retail, no profits in that figure), and typically, that was just an upgrade, not a brand new project deploy.
Instructor
Joined: Jul 2018
Posts: 100
Likes: 30
From: NJ
GM Order Tracking
GM manufactures well over 5 MILLION cars per year. Some years its been closer to 10 million a year.
How many of those cars are "customer special orders" where the customer would really care about tracking? I don't know, but I think it would be a VERY safe bet to say FAR less than 1%, and probably closer to 0.1%. (5mil total, 50k of those are Corvettes, and a very small fraction of those 50k are customer special order. Sure, there might be a few Camaros in that mix, and the odd special order truck that someone is really hot for, but not enough to really change the percentages significantly)
Hard to justify spending literally millions of dollars creating and supporting/maintaining a "Customer Special Order" webpage for that kind of return/percentage.
ROI and all that jazz...
How many of those cars are "customer special orders" where the customer would really care about tracking? I don't know, but I think it would be a VERY safe bet to say FAR less than 1%, and probably closer to 0.1%. (5mil total, 50k of those are Corvettes, and a very small fraction of those 50k are customer special order. Sure, there might be a few Camaros in that mix, and the odd special order truck that someone is really hot for, but not enough to really change the percentages significantly)
Hard to justify spending literally millions of dollars creating and supporting/maintaining a "Customer Special Order" webpage for that kind of return/percentage.
ROI and all that jazz...
I know if I had access to a system like that, I would be inquiring several times a day to see updates. With GM being about 30% of the US car market of 16 million vehicles per year and with roughly an eight week lead time from order to delivery, that could add up to over a million inquiries a day just from consumers, and it would put the dealer relationship to consumers another step away. If I were a dealer, I would be worried about my future to becoming nothing more than a test drive center, so I think they probably encouraged a stop to the former inquiry website.
Racer
Joined: Dec 2010
Posts: 316
Likes: 120
From: Olathe Kansas
As mentioned, use the chat feature on chevrolet.com. I did, and they asked me if I'd like to receive a weekly status email, which of course I said I did. So, now I receive a weekly email. Boom. Done.
Team Owner
Joined: May 2004
Posts: 31,802
Likes: 2,423
From: DFW/Long Island
Hi All,
First and foremost, I love that there is a sticky for order tracking and LOVE what Angela has been doing for the community. That said, with over 21,000 posts and over 1,000,000 views, this process screams of automation... Why wouldn't GM create a simple tracking page that actually gives full and complete tracking information? Its a shame we get better tracking on $5 items off amazon then we do on 70k+ cars.
Currently, only the salesperson can tell me my status, besides posting on here. This bottle necks / silos the entire process of something incredibly simple that the customer should be able to do any time they want without having to get a hold of their sales person and then wait for a reply... Not with technology today...
Just a small rant, that I'm sure many other people have felt.
First and foremost, I love that there is a sticky for order tracking and LOVE what Angela has been doing for the community. That said, with over 21,000 posts and over 1,000,000 views, this process screams of automation... Why wouldn't GM create a simple tracking page that actually gives full and complete tracking information? Its a shame we get better tracking on $5 items off amazon then we do on 70k+ cars.
Currently, only the salesperson can tell me my status, besides posting on here. This bottle necks / silos the entire process of something incredibly simple that the customer should be able to do any time they want without having to get a hold of their sales person and then wait for a reply... Not with technology today...
Just a small rant, that I'm sure many other people have felt.
ez pz. No need to rant.
Burning Brakes
Joined: May 2009
Posts: 1,053
Likes: 194
From: So Cal
Part of it depends on how well your selling dealer is willing to help. Since I live on the west coast my cars have to arrive by train. This is a nightmare all unto itself, anyway. as a result, as you know, only the selling dealer is supposed to have access to your order, now some like McMulkin and others can track your number but G/M frowns on this but they do it anyway. But tracking an order from B/G to the west coast is a long and nerve wracking ordeal. Now some dealers will give you your order tracking number and your train car number so if you know the ways to do it you can track it all the way from B/G to the west coast. Other dealers will tell you they can't access that information. That's a lie it's all right there on the computer. G/M knows exactly where that car is at any given moment in time. G/M chooses not to let you have the access to that information .They will give you an estimated location and delivery time, but that's all.
Instructor
Joined: Jul 2018
Posts: 100
Likes: 30
From: NJ
Dave (FZ1)