Update #3.
My previous posts, and in particular the one from June 11, cover my experience with a local dealer in getting my TourX into repairs. Since my 3-month ‘forced wait’, I’ve put less than 500 miles on the odometer, meaning this car has been sitting because of the sunshade issue. When my Aug 16 appointment rolled round, I drop off, confirm follow-on actions for the Service Advisor, and then I start the waiting game again.
Weeks before dropping off the car, I personally spoke to the Parts Department and confirmed they had ordered the core parts; I had also spoken to the upholstery shop to confirm their experience with these types of repairs, and of course, a thorough talk-through with the Service Advisor so I’m aware of the various the stages of repair.
As a 20-year Infantry Marine, and a (multiple brand) franchise Service Department Manager, procedures and contingency management are critical, so yes, this repair will be scrutinized, just like any others.
After seven days, I decided to call and find out why I haven’t been updated on my repair (especially since I was told it would take less than a week) and I get the typical run-around: ‘’we ran into a problem.’’
I‘m told the upholstery shop only had the car for two days, did minimal disassembly to confirm the damage, sent it back to the dealership, and that’s when the story starts getting muddy.
At first I‘m told at the upholstery shop broke something, but I’m also told that there’s something broken in the sunshade mechanism that they didn’t order! To make matters worse, this new part is not even available and there’s no timeline to give us an idea of when it can be expected. None of this was relayed to me—I had to press the Service Advisor for this information; the icing on the cake is my car is been sitting in the middle of their lot for a week, with no sunshine, during some of the hottest days of the year…
Livid, I make a beeline straight for the Service Manager, who is new and had just recently started to wrap his head around the issue with my car. After a drawn out pow-wow, I’m still where I found myself almost 4 months ago: a low-mileage car with a broken sunshade and no clear idea of when it can be fixed; either my car is jinxed or I’m jinxed because I have yet to experience a neutral (or positive) experience with a Buick dealership.
Common sense and truth seem to be a lost attribute at these franchises, and I would never tolerate anything along the lines of what I’ve experienced at these three stores. I applaud G.M., Buick and it’s dealership networks for a fantastic product and a commendable customer service network…..barf.
r.
