CYK, Training is available. The old lead the horse to water thing. The "store" owner, service manager, and ultimately the mechanics all have a part to play. There are store owners out there who don't want the new electrified products. Others can't get the new technology fast enough. I have worked in dealerships for Ford, GMC, Oldsmobile, Chrysler, Dodge, Jeep, AMC, Mitsubishi. Some put great emphasis on certification and specific product training. Others were well... MEH.

 

my disclaimer here is that i don't know the op and can't speak to the condition of his chevy product and do note that he is not the first owner. i see more decrepit "new" vehicles than well care for ones so i can semi-understand how service centers must manage expectations.

with that said


i understand where you're coming from, but as someone who's not a brand fanboy, i've had the chance to visit with bmw, honda, porsche, lexus, toyota service centers with each car in my care under factory warranty (all w/ aftermarket wheels + more) and i'll say that each brand center has been consistently on point on fixes both mechanical and electrical in nature. the treatment that the op is getting is pi$$ poor at best. how the heck do they expect to have him buy another chevy product? do your research. access chevy tech. provide the client with some options toward resolution. be a partner in this and not just a transaction-based vendor dealing w/ client #123243454.

 

It's not really about being a 'fanboy' ... I have owned all brands of luxury and non luxury vehicles and my experiences have been mixed. I've gone to dealerships of lower cost vehicles and gotten outstanding service and gone to Land Rover service centers that aren't qualified to wash a Yugo. Type in Rosenthal Jaguar/Land Rover in Vienna VA and have a gander at the reviews .. you're lucky if more stuff isn't broken than when you took the vehicle in and if your property is still in the vehicle when you collect it. Heck they've been known to take your tires and swap them for older ones whilst your car is in service.

Some businesses understand and respect the benefits of customer service and pride in their work, others do not. But it has little to do with brand name.

 

you misunderstood me. my point wasn't that the other marques i've purchased from don't have their faults. you're not stupid, hyhoe, to think that someone would come into this thread pointing fingers at chevy as if they're the only ones who aren't perfect. no one is, no brand is.

my usage of word fanboy was to say that i'm don't have brand blinders on; rather, personally speaking, i've consistently had positive experiences with a number of car companies when it comes to service even with aftermarket wheels/mods.

i buy what i feel is a great value. if i were to receive this same type of response for running my 285/45/22s coming in to figure out a CEL, i would strongly consider selling it and going back to something else that's more familiar. how a chevy center don't have trained techs to handle something so simple as investigating a CEL is a bit concerning.

this ain't rocket science. the hybrid's been out in full size form since 2008. plenty of time to get things sorted.

 

Some TSB's are just an advisory for certain issues and not necessarily an automatic warranty type recall for a paid by manufacturer fix, Plus the ones that do pay warranty do end up expiring in time. I believe you are on a fine line of being covered or not with 76k on it if the problem is in need of a module reprogramming. Ultimately i would think it would be up to GM customer service asking the right service/warranty management team at GM to help you out with some type of coverage or possibly you're extended warranty company may have different policies that covers reprogramming while keeping in mind you would be looking at a warranty deductible going that route.

Warranty exclusions: Excluded from the powertrain coverage are sensors, wiring, connectors, engine radiator, coolant hoses, coolant, and heater core. Coverage on the engine cooling system begins at the inlet to the water pump and ends with the thermostat housing and/or outlet that attaches to the return hose. Also excluded is the starter motor, entire pressurized fuel system (in-tank fuel pump, pressure lines, fuel rail(s), regulator, injectors, and return line), as well as the Engine/ Powertrain Control Module and/or module programming.

Unfortunately being an second owner can give the OEM warranty team a little wiggle room at saying sorry but we can not help you out. I hope this is not the case here, Good luck.

 

the hybrid component warranty is 8 years/100k miles which is transferable. either go to another dealer that services hybrids. go to a caddy dealer. they will have the same know how since they have basically the same hybrid components.

 

UPDATE: GM service contacted me and said a District Specialist would contact me within 24 hrs. District Specialist contacted me the following day (Friday)...only to say the he was working on it and would contact me the next Tues afternoon. He also mentioned something about him going to be out for the holidays. He seemed more concerned about his vacation that taking care of the problem. So, Tues afternoon, NO CALLBACK from District Specialist!!! GM Customer Service is CRAP! I may have to take legal action if they don't want to do anything.

 

you need a little push to let them do it.

 

Btw, something worth noting that I just found out ... GM subscribes to the BBB Autoline program to settle warranty disputes. This is mentioned in your owners manual. It is free to file a claim and it can go to arbitration if GM doesn't back down. It is not likely IMO that an arbitrator would allow GM to skirt federal law.

 

Ponsta, I'm very sorry to hear this situation has continued to be frustrating for you. So, I just wanted to jump on this thread to reiterate that I'm happy to check for any updates on your case (when your agent is scheduled to call you back, etc.) anytime you wish. Please do feel free to send your full name or case number via private message, and I can check on that for you!

Best,

Katie
GM Customer Service