2024 AT4 1500 Black Chrome Peeling Upper Grill

[jakrbt]

@jakrbt I appreciate your input, especially being from the otherside of the service desk. I do not think I received a survey. I will double check my spam box.

I cant believe that they broke BOTH door handles on the Eclipse! Unreal. Makes my situation seem a bit better.

I agree with how "service" in general is hit or miss with dealerships. I service my own vehicles usually and if I need to get work done that is more in depth / out of my wheelhouse then I will usually bring it to a local independent shop I use. But being as this is a BRAND NEW DIESEL, I opted to get the factroy extended warranty to potentially cover my ass in an event. I also thought that since we purchased the vehicle there, they would want to take good care of us considering it could be another future transaction for them. Just seems like good business to me, but like you said, the SA probably cares a little less then the SM or the GM/Owner.

Integrity is not a common trait in people these days it seems. Everyone is always trying to go faster and cut corners for maximum profit. Sign of the times I guess. But I don't understand where people think doing it twice is more cost effective or faster then taking the time to do it correct and clean the first time.

I don't come from a trust fund and every dollar I've earned by scraping and grinding. I treat my stuff like gold because I know how much blood, sweat and tears it took to get here. So I am very anal attentive when it comes to certain things. I do try to keep an even view however. I understand things happen and stuff breaks, especially plastic. Might have even been unavoidable. I also understand that the tech might be liable to pay for broken components at his doing and probably doesn't want that cutting into his already nerfed "warranty work" rate. But that tech knew when he put that bumper cover / valance back on that it didnt snap in like it should have and sent it out the door anyway.

I am definitely not the average customer there. Lots of older folks and business owners that move in and out of vehicles every few years. Don't know enough or care enough to take a closer look when something has been repaired or replaced. I must be the type of customers the SA and SM hate lol. But it's the business they choose to be in...

Dropping it off at Dealership #2 tomorrow to rotate the tires and diagnose the CEL codes. I already gave the SA the very respectful "Sorry in advance, I'm the nightmare anal customer" speech. Figured I'd get the expectations out there immediately haha.

Fingers Crossed.

@Wink, did you get yours replaced yet? Curious to know how yours goes.

Yeah, when I drop a vehicle off and it's a SA I haven't worked with berore, I always let them know up front that I've been an SA in my past life and know what I should expect. You'd think that would clue them in a bit but some of them just don't seem to get it. And I'm like you. My wife and I have money. We're not "rich" by any means but we have a very comfortable lifestyle. I typically keep a vehicle 2-3 years then trade it in. But we'e worked for every dime we've ever made and started at the very bottom with no hand outs/trust fund from our parents. We both grew up fairly poor and worked hard when we were yonger to get where we are now. So just like you I try to keep my stuff in tip top shape and take care of it, if for no other reason than higher trade-in value later.

Hope you have better luck with # 2!

 

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[Leo581]

Yeah, when I drop a vehicle off and it's a SA I haven't worked with berore, I always let them know up front that I've been an SA in my past life and know what I should expect. You'd think that would clue them in a bit but some of them just don't seem to get it. And I'm like you. My wife and I have money. We're not "rich" by any means but we have a very comfortable lifestyle. I typically keep a vehicle 2-3 years then trade it in. But we'e worked for every dime we've ever made and started at the very bottom with no hand outs/trust fund from our parents. We both grew up fairly poor and worked hard when we were yonger to get where we are now. So just like you I try to keep my stuff in tip top shape and take care of it, if for no other reason than higher trade-in value later.

Hope you have better luck with # 2!

Do dealerships know if a customer does not fill out a survey? I've never filled one out, admittedly, just out of pure laziness. Just wondering if they somehow mark that on your file or not.

 

[bookemdanno]

I fill out just about 90% of the surveys that I get....now. I didn't do it in the past before my retirement job. I'm retired and did a short stint at my local Home Depot afterwards. I just wanted a part time gig, but ultimately went full time and then to assistant store manager in 6 months. I've since left, as I realized I was working harder in retirement and didn't need the headaches....sorry, I digress. Anywho...Every Wednesday afternoon we would go thru the previous weeks surveys in the manager meeting. Most were brutal...because let's face it...we all know that no one completes the survey unless they had a problem, but those problems were addressed if deemed legitimate. Some people did give good surveys and when those good survey's mentioned the employee by name, they were recognized with some sort of reward and a gold star to put on their apron....we had 1 guy that I called the general because he must have had 50 gold stars on his apron. Before I left, I asked him he was paying people to mention him by name! My point is, try your darnedest to complete the surveys...they actually matter!

 

[CarbonProLZ0]

No survey was sent to me. Checked every folder in my email.

Heading to drop off the truck at the second dealership at 745am. This will be warranty work as well so we will see if i get a survey with this dealer....

 

[jakrbt]

Do dealerships know if a customer does not fill out a survey? I've never filled one out, admittedly, just out of pure laziness. Just wondering if they somehow mark that on your file or not.

Actually, no, because the dealerships never know for certain whether a customer is getting a survey or not. It's almost guaranteed if there was warranty work done and the dealership filed a warranty claim. The only way a customer wouldn't get a survey for warranty work completed is if the dealership didn't file a claim with GM. I've seen that done, too.

But they never know 100% whether a customer gets a survey or not. I will say though, that some of the questions on the survey seem like they'r edesigned to make the dealership fail. I remember getting surveys where the service I provided was perfect, work completed was perfect, every category was checked as "Excellent".....except amenities. I was at a Honda dealer at the time and it happened more than a couple times. Surveys are either all "excellent" or it's considered a fail. So it's a 100 or a 0. I did everything right......except our coffee wasn't the right brand. Or we didn't have enough movies to choose from in our theater. Or the soft drinks/snacks in the vending machines weren't free.

So if you do get a survey from GM and you want the SA and dealership to get a good report.....fill it out as all excellent. Because anything else counts as a negative.

 

[Leo581]

Actually, no, because the dealerships never know for certain whether a customer is getting a survey or not. It's almost guaranteed if there was warranty work done and the dealership filed a warranty claim. The only way a customer wouldn't get a survey for warranty work completed is if the dealership didn't file a claim with GM. I've seen that done, too.

But they never know 100% whether a customer gets a survey or not. I will say though, that some of the questions on the survey seem like they'r edesigned to make the dealership fail. I remember getting surveys where the service I provided was perfect, work completed was perfect, every category was checked as "Excellent".....except amenities. I was at a Honda dealer at the time and it happened more than a couple times. Surveys are either all "excellent" or it's considered a fail. So it's a 100 or a 0. I did everything right......except our coffee wasn't the right brand. Or we didn't have enough movies to choose from in our theater. Or the soft drinks/snacks in the vending machines weren't free.

So if you do get a survey from GM and you want the SA and dealership to get a good report.....fill it out as all excellent. Because anything else counts as a negative.

Thanks for your input. It certainly gives me a whole new perspective on these things. Personally if my dealership had a theatre I wouldn't care what kind of movies they had. I will definitely fill these out in the future.

 

[CarbonProLZ0]

Update: Dealer #2 experience.

Well, let's just say these guys did much better, so far.

Diagnosed the CEL appropriately. Didn't just start throwing parts at it (Dealer #1s move). CEL is off. Fans are off. Turned out to be open circuit between connectors X618A and J109. Repaired harness at grid E-5.

Rotated the tires also, free of charge.

Paid nothing. Detailed write up on work performed. I looked the truck over (raining when I picked it up) and all looks OK to my anal eye lol.

Let's hope the CEL doesn't come back.

Dealer #1 is telling me the replacement parts they broke when replacing the grill are in and to schedule to install. Unsure of how I'm going to handle that yet. But Dealer #2 will have my business going forward.

 

[jakrbt]

Glad you had a much better experience with another dealer. Some are great, others are crap!

 

[JDAT4X]

You had a shit service advisor. And unfortunately in my experience, this is typically the entire customer service industry these days. Spent a little over 8 years as a SA myself and this kind of service would never have been tolerated before. Since you had a warranty repair done during your visit, you should receive a satisfaction survey from GM. If you weren't already aware, survey scores directly affect the SA's paycheck, as they get bonuses for being at/above a certain customer satisfaction score. Not only is the SA graded on this, but the dealership as a whole, too. This also affects the dealership's warranty labor rate, i.e. the dollars per labor they get reimbursed from GM for warranty work, as well as their price for warranty parts. Low scores equal a lower warranty labor/parts reimbursement rate. Unfortunatley THIS is another reason some dealerships try to deny warranty work....because they get paid less for doing a job under warranty than they do for customer pay work. Your "better" (and I use that term very loosely) dealerships have a warranty rate that's very near or equal to their customer pay rate so they're more apt to cover repairs under warranty since they get pair nearly the same regardless.

I've said all of that to say this: Complete your GM survey and be honest. If they gave you shit service....give them a shit survey. They've earned it. Now if you get good service, fill the survey out as all "excellent" or whatever the highest level is. Otherwise, it's counted as a bad survey and goes against that customer satisfaction score. Honestly, it's really pretty crappy how the industry works and sometimes, even though it's not exactly allowed, if the SA knows they're going to get a bad survey, they'll change or delete the customer contact information. So if you ever return to that dealership for service and they say they don't have your contact info in the system....that's what they did.

Hopefully you can get this issue resolved without too much more hassle. Sorry you've had bad luck so far. Just FYI....it may be in your best interest to call and speak to the service manager, too. They tend to be a little more understanding than the SA and will do more to ensure you give them that good survey.

Oh....also, I picked up my car from a dealership years ago (1998 Mitsubishi Eclipse) and BOTH of the outer door handles had been broken off while it was there. They claimed it was like that when it arrived and absolutely would not do anything to correct the situation. And since it wasn't a warranty visit, I really didn't have much recourse other than filing a claim in court, and my girlfriend at the time (now wife) and I were young and in college so that wasn't going to happen. Bottom line.....STEALERSHIPS suck and I'm grateful that I no longer have to work in that industry

That’s pretty enlightening. Thanks for that detail.

I had a pretty crappy experience on first service of my 24’ AT4X - SA seemed to know nothing about cars and didn’t seem to care (took a personal call while I was checking out).

Next visit was to another dealer last week and they said the previous dealer had not uploaded the service records yet (I did am early oil change). 100% different experience. SA knew what was up, said we’ll get all your concerns squared away. Had a few items I needed checked out. Pick truck up next week and we’ll see what’s up.

 

[Wink]

Dealership replaced my grills today. It took about 3 hours from the time I arrived and was able to leave. Didn’t think that was too long to wait, considering the labor involved. It was covered under factory warranty. Currently the truck is about 5 months old with 11,000 miles.

I did have to call GMC warranty customer service and start a case. Once I did that it was resolved in no time. I called customer service 4/2/24 and by 4/9/24 they had called me back to inform me the dealership had the parts and worked with me to schedule a date to have them installed.

Totally satisfied with GMC customer service. They called me back when they said they would, provided me with the case number and contact name, extension number, and email.

 

[teo3us1]

I have a 2024 AT4, almost 2 months old with 5800 miles and the black chrome is peeling on the front upper grill. Anyone having this problem

I have a 2024 AT4, almost 2 months old with 5800 miles and the black chrome is peeling on the front upper grill. Anyone having this problem and dealers response?

I have a 21 AT4 and mine started to peel and took it to my dealership and they told me that everyone’s is doing it and GMC is well aware of it and as far as they know, nothing is going to be done about it. I guess they are going to let it get into the 700,000 and some thousands before they do a recall on it, like they did with the 6.2, which I just got mine back!!!

 

[gemarsh]

I have a 21 AT4 and mine started to peel and took it to my dealership and they told me that everyone’s is doing it and GMC is well aware of it and as far as they know, nothing is going to be done about it. I guess they are going to let it get into the 700,000 and some thousands before they do a recall on it, like they did with the 6.2, which I just got mine back!!!

Welcome.