Hendrick Chevy [Dispute]
12-16-2011, 11:57 AM
#41
Melting Slicks
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St. Jude Donor '10-'11-'12-'13-'14-'15-'16-'17-'18
No questions asked!....replace the damn wheel.
...Hendrick expected ArticBlast to drive all the way back so they could inspect the wheel?....put a couple of hundred miles on a new vehicle just to appease the curiosity of Hendrick? And then Hendrick would 'fix' the wheel!?
Absurd!...
It is just another reason to question the motive of the dealership.
If they have a bad reputation, they have certainly earned it.
12-16-2011, 11:58 AM
#42
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12-16-2011, 12:02 PM
#43
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No questions asked!....replace the damn wheel.
...Hendrick expected ArticBlast to drive all the way back so they could inspect the wheel?....put a couple of hundred miles on a new vehicle just to appease the curiosity of Hendrick? And then Hendrick would 'fix' the wheel!?
Absurd!...
It is just another reason to question the motive of the dealership.
If they have a bad reputation, they have certainly earned it.
12-16-2011, 12:36 PM
#45
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ArticBlast has presented his side. Rick Daniel has submitted his response for himself and the Rick Hendrick dealership.
Orginally the wheel was the root cause for ArticBlast's concern. He did what he thought was right about going to his local GM dealership and pursuing resolution. GM customer service working with the "local dealership" agreed to replace the wheel under warranty. Complete resolution forthcoming. Will Bowling Green Assembly ship 1 wheel to the dealership for replacement? ABSOLUTELY! Assembly plants are not GM parts distribution system, but they do ship some parts to satisfy customers complaints when there are no parts in GM parts distribution inventory.
Now, why did this entire thread come about? The ROOT CAUSE for this posting by ArticBlast is the comments by George Clark, Sales Manager.
It becomes a "he said..you said" situation. Do most believe that these comments were said by George Clark? Yes, I think that most DO believe that it was said.
All car dealerships are constantly fighting a historical past. Whether it is new or use, domestic or foreign; the buying consumers are not TRUSTING of car sales people and are alarmingly becoming distrustful of service departments. The past will always be a variable in consumers purchasing decision. Can "this past" be overcome by dealerships...never.
Consumers automatically know what the expectations are and know what they will tolerate to make a purchase. YES CONSUMERS TOLERATE A LOT TO MAKE A PURCHASE. It is easy to look at this from the dealership side and say that dealerships tolerate a lot from customers.
Bottom line: Dealerships are in the business to make a profit...without the CONSUMERS.....there is no profit! It may be easy for a dealership of this size to think GM would never close it. Remember the old adage...."NEVER SAY NEVER"
Orginally the wheel was the root cause for ArticBlast's concern. He did what he thought was right about going to his local GM dealership and pursuing resolution. GM customer service working with the "local dealership" agreed to replace the wheel under warranty. Complete resolution forthcoming. Will Bowling Green Assembly ship 1 wheel to the dealership for replacement? ABSOLUTELY! Assembly plants are not GM parts distribution system, but they do ship some parts to satisfy customers complaints when there are no parts in GM parts distribution inventory.
Now, why did this entire thread come about? The ROOT CAUSE for this posting by ArticBlast is the comments by George Clark, Sales Manager.
It becomes a "he said..you said" situation. Do most believe that these comments were said by George Clark? Yes, I think that most DO believe that it was said.
All car dealerships are constantly fighting a historical past. Whether it is new or use, domestic or foreign; the buying consumers are not TRUSTING of car sales people and are alarmingly becoming distrustful of service departments. The past will always be a variable in consumers purchasing decision. Can "this past" be overcome by dealerships...never.
Consumers automatically know what the expectations are and know what they will tolerate to make a purchase. YES CONSUMERS TOLERATE A LOT TO MAKE A PURCHASE. It is easy to look at this from the dealership side and say that dealerships tolerate a lot from customers.
Bottom line: Dealerships are in the business to make a profit...without the CONSUMERS.....there is no profit! It may be easy for a dealership of this size to think GM would never close it. Remember the old adage...."NEVER SAY NEVER"
12-16-2011, 12:44 PM
#46
Safety Car
Based on the facts that are presented by Rick saying the wheel was NOT damaged when it left the lot, my question is.....why should the wheel be replaced on warranty? AGAIN, based on the fact Rick says the wheel was not damaged when it left.
That would mean, if I picked up my new Corvette and drove it into the side of the garage backing it in, I should be able to have the damage fixed on warranty. Yea, I just don't think that is how it works. AGAIN, based on the fact Rick said there was NO damage on the wheel when it left.
As for the rude employee, wasn't there so can't comment.
That would mean, if I picked up my new Corvette and drove it into the side of the garage backing it in, I should be able to have the damage fixed on warranty. Yea, I just don't think that is how it works. AGAIN, based on the fact Rick said there was NO damage on the wheel when it left.
As for the rude employee, wasn't there so can't comment.
12-16-2011, 12:54 PM
#47
Melting Slicks
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12-16-2011, 01:01 PM
#48
Racer
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I think anyone who buys a new car can miss "little things" that may only be apparent after you get the vehicle home and wash it, dry it..look it over when things are calm.
Usually when you buy a vehicle, you have the salesman running around, finance guy trying to get you into his office, etc. Many times when I have bought a vehicle, its pure chaos while I'm at the dealer.
As far as Hendrick in general- I have done business with them in Concord, NC and Charlotte NC. The Honda store in Concord was EXCELLENT..very accomodating sales people, managers, etc.
The Hendrick Range Rover dealer was a PITA to work with, managers were stuffy, and I actually ended up pulling out of the deal because they honestly were trying to run a number on me.
From all accounts Rick Hendrick tries to run a tight ship- but its obvious that doesn't trickle down to all his "2nd in commands".
Sounds like the OP got his problem resolved- and shame on the manager for not handling the issue with professionalism.
Its a rim, not a whole car that had to be replaced.
Usually when you buy a vehicle, you have the salesman running around, finance guy trying to get you into his office, etc. Many times when I have bought a vehicle, its pure chaos while I'm at the dealer.
As far as Hendrick in general- I have done business with them in Concord, NC and Charlotte NC. The Honda store in Concord was EXCELLENT..very accomodating sales people, managers, etc.
The Hendrick Range Rover dealer was a PITA to work with, managers were stuffy, and I actually ended up pulling out of the deal because they honestly were trying to run a number on me.
From all accounts Rick Hendrick tries to run a tight ship- but its obvious that doesn't trickle down to all his "2nd in commands".
Sounds like the OP got his problem resolved- and shame on the manager for not handling the issue with professionalism.
Its a rim, not a whole car that had to be replaced.
12-16-2011, 01:06 PM
#49
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ArticBlast has presented his side. Rick Daniel has submitted his response for himself and the Rick Hendrick dealership.
Orginally the wheel was the root cause for ArticBlast's concern. He did what he thought was right about going to his local GM dealership and pursuing resolution. GM customer service working with the "local dealership" agreed to replace the wheel under warranty. Complete resolution forthcoming. Will Bowling Green Assembly ship 1 wheel to the dealership for replacement? ABSOLUTELY! Assembly plants are not GM parts distribution system, but they do ship some parts to satisfy customers complaints when there are no parts in GM parts distribution inventory.
Now, why did this entire thread come about? The ROOT CAUSE for this posting by ArticBlast is the comments by George Clark, Sales Manager.
It becomes a "he said..you said" situation. Do most believe that these comments were said by George Clark? Yes, I think that most DO believe that it was said.
All car dealerships are constantly fighting a historical past. Whether it is new or use, domestic or foreign; the buying consumers are not TRUSTING of car sales people and are alarmingly becoming distrustful of service departments. The past will always be a variable in consumers purchasing decision. Can "this past" be overcome by dealerships...never.
Consumers automatically know what the expectations are and know what they will tolerate to make a purchase. YES CONSUMERS TOLERATE A LOT TO MAKE A PURCHASE. It is easy to look at this from the dealership side and say that dealerships tolerate a lot from customers.
Bottom line: Dealerships are in the business to make a profit...without the CONSUMERS.....there is no profit! It may be easy for a dealership of this size to think GM would never close it. Remember the old adage...."NEVER SAY NEVER"
Orginally the wheel was the root cause for ArticBlast's concern. He did what he thought was right about going to his local GM dealership and pursuing resolution. GM customer service working with the "local dealership" agreed to replace the wheel under warranty. Complete resolution forthcoming. Will Bowling Green Assembly ship 1 wheel to the dealership for replacement? ABSOLUTELY! Assembly plants are not GM parts distribution system, but they do ship some parts to satisfy customers complaints when there are no parts in GM parts distribution inventory.
Now, why did this entire thread come about? The ROOT CAUSE for this posting by ArticBlast is the comments by George Clark, Sales Manager.
It becomes a "he said..you said" situation. Do most believe that these comments were said by George Clark? Yes, I think that most DO believe that it was said.
All car dealerships are constantly fighting a historical past. Whether it is new or use, domestic or foreign; the buying consumers are not TRUSTING of car sales people and are alarmingly becoming distrustful of service departments. The past will always be a variable in consumers purchasing decision. Can "this past" be overcome by dealerships...never.
Consumers automatically know what the expectations are and know what they will tolerate to make a purchase. YES CONSUMERS TOLERATE A LOT TO MAKE A PURCHASE. It is easy to look at this from the dealership side and say that dealerships tolerate a lot from customers.
Bottom line: Dealerships are in the business to make a profit...without the CONSUMERS.....there is no profit! It may be easy for a dealership of this size to think GM would never close it. Remember the old adage...."NEVER SAY NEVER"
I bought a car from Rick when he was at Les Stanford Chevrolet in michigan- another forum dealer- If Rick remembers I had a smudge that wouldn't come off my door panel- and when I did get it off it discolored the materials. I actually damaged it by using too severe of a cleaner. I called Rick and he got with the MGMT of Les STanford and they handled it no questions asked. This certainly had nothing to do with warranty but they sent me a door panel and paid the labor for my hometown dealer to install it and even flipped the bill for a rental car since the car was down. THAT'S how you service a customer- Rick is a good guy and it sounds like his boss at Hendrick- is an A**Hole-
12-16-2011, 01:16 PM
#50
Safety Car
It's called a strawman debate. The real issue is about how the salesmanager acted, but the discussion has focused on the questionable wheel issue (strawman) which, by the way, has been resolved. The real issue is about perception (i.e. what Arctic perceived to be confrontational versus what the SM perceived). For instance, if your from a place like the New York Bronx, you may see a heated discussion as normal, but people from Utah, might see that as being rude. Since none of us were there at the time we can only go on Arctic's perception of the discussion and, until we can hear from the salesmanager, we may never know the whole story. Maybe he thought he was acting normal. Just Saying... In any case if the buyer felt insulted then that was a bad move.
12-16-2011, 01:19 PM
#51
Burning Brakes
Hope they find one to get that Centennial Z back on the road.
12-16-2011, 01:36 PM
#52
Melting Slicks
Kudos to the local dealership who did not get the sale, but chose to replace the wheel for him. Most dealers get a hard on when they find out you went "around" them and bought from a out of town dealership.
That tells me it was fairly obvious that the damage was caused by some sort of workmanship problem or that they saw the big picture and chose to make a small sacrifice and foster a good reputation with a "new" customer in the hopes of getting his business next time and in the future.
Very refreshing attitude from a car dealership indeed. Two thumbs up!
That tells me it was fairly obvious that the damage was caused by some sort of workmanship problem or that they saw the big picture and chose to make a small sacrifice and foster a good reputation with a "new" customer in the hopes of getting his business next time and in the future.
Very refreshing attitude from a car dealership indeed. Two thumbs up!
12-16-2011, 01:54 PM
#53
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If you want to be a dealer sponsor on the Corvette Forum and the exclusivity it entails, you better have the best CSI possible, for you can get crucified on here for one small bobble. I realize they pay the bills on here, but it is sometimes shark infested waters....
12-16-2011, 02:30 PM
#54
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Before I start let me say I bought a 2012 GS from Hendrick. I pretty much dealt with George directly. My car was detailed perfect including the correct tire pressure which never happens.
Maybe we push to hard for lower & lower prices? To ask a dealer to commit to replace a wheel without looking at is wrong. I bet there is less than a 1 percent chance that a wheel could be defective have a runcrap tire mounted, installed on a car then shipped, & finally inspected by yourself & the dealership. Then 300 miles later while still very much in the breaking period fail. We can't have it both ways by asking these dealers to make less & less, there is less cushion for this kind off loss. Which would have been the case if he would have stated they would replace the wheel & GM had said it was caused by an impact. If you had a dealer willing to replace the wheel locally why not let him do it?
Maybe we push to hard for lower & lower prices? To ask a dealer to commit to replace a wheel without looking at is wrong. I bet there is less than a 1 percent chance that a wheel could be defective have a runcrap tire mounted, installed on a car then shipped, & finally inspected by yourself & the dealership. Then 300 miles later while still very much in the breaking period fail. We can't have it both ways by asking these dealers to make less & less, there is less cushion for this kind off loss. Which would have been the case if he would have stated they would replace the wheel & GM had said it was caused by an impact. If you had a dealer willing to replace the wheel locally why not let him do it?
12-16-2011, 02:43 PM
#55
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Before I start let me say I bought a 2012 GS from Hendrick. I pretty much dealt with George directly. My car was detailed perfect including the correct tire pressure which never happens.
Maybe we push to hard for lower & lower prices? To ask a dealer to commit to replace a wheel without looking at is wrong. I bet there is less than a 1 percent chance that a wheel could be defective have a runcrap tire mounted, installed on a car then shipped, & finally inspected by yourself & the dealership. Then 300 miles later while still very much in the breaking period fail. We can't have it both ways by asking these dealers to make less & less, there is less cushion for this kind off loss. Which would have been the case if he would have stated they would replace the wheel & GM had said it was caused by an impact. If you had a dealer willing to replace the wheel locally why not let him do it?
Maybe we push to hard for lower & lower prices? To ask a dealer to commit to replace a wheel without looking at is wrong. I bet there is less than a 1 percent chance that a wheel could be defective have a runcrap tire mounted, installed on a car then shipped, & finally inspected by yourself & the dealership. Then 300 miles later while still very much in the breaking period fail. We can't have it both ways by asking these dealers to make less & less, there is less cushion for this kind off loss. Which would have been the case if he would have stated they would replace the wheel & GM had said it was caused by an impact. If you had a dealer willing to replace the wheel locally why not let him do it?
12-16-2011, 03:04 PM
#57
I think in order to be fair, as someone else stated, it isn't right to make judgement without seeing the wheel close up. REALLY close up. I can see the picture of the car that the dealer showed, but I don't think the photo is good enough to see a flaw or a chip in the paint. If it is wrinkled or peeling, I think any one of us would be able to judge if the damage was done before or after the sale of the car. On the other hand, I think we would also need to see a closeup of the damage that the buyer says was there and see the pictures he took. I believe most of us could distinguish between wrinkled/chipping/peeling paint and a wheel that has hit the curb. Until then, I would be hesitant to make a comment about the situation. One way or another. As for a grumpy salesman/mechanic, I would say that everyone has a bad day from time to time and that is understandable. But if that situation continued to get the same responses from many customers, then I think that situation should be dealt with also.
12-16-2011, 03:20 PM
#60
Team Owner
I think in order to be fair, as someone else stated, it isn't right to make judgement without seeing the wheel close up. REALLY close up. I can see the picture of the car that the dealer showed, but I don't think the photo is good enough to see a flaw or a chip in the paint. If it is wrinkled or peeling, I think any one of us would be able to judge if the damage was done before or after the sale of the car. On the other hand, I think we would also need to see a closeup of the damage that the buyer says was there and see the pictures he took. I believe most of us could distinguish between wrinkled/chipping/peeling paint and a wheel that has hit the curb. Until then, I would be hesitant to make a comment about the situation. One way or another. As for a grumpy salesman/mechanic, I would say that everyone has a bad day from time to time and that is understandable. But if that situation continued to get the same responses from many customers, then I think that situation should be dealt with also.
