What happens when a dealer escalates an issue to engineering?

[94cruiser]

What's the expected response time window from GM engineers if a dealer contacts them for support?

 

[2007LucerneCXL]

Assuming it would be dependent on the problem, death vs discomfort. What did the dealer say on the response time?

 

[94cruiser]

This is what I know.

Scheduled service visit for 3/23.
Part was replaced but unable to program and the vehicle is unable to be drive. Period.

Dealer contacted Tech Dept around 3/26. Wrong part was delivered initially (not for this model?)

New part arrived 4/3, and the technician working on the vehicle was back on site on 4/6.

The dealer tech escalated the issue to engineering on 4/6. So far no response from that team.

 

[autocomman]

Most issues under warranty like this they have to contact a gm support line so GM really controls what parts are replaced. All that means is they are in communication with their tech line cause they are having issues. It's possible it's been escalated beyond the normal techs they talk to.

It took them 3 weeks to replace a radio module in my tourx cause they had to deal with gm and the weren't exactly quick in dealing with the tech at the dealer.

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[2007LucerneCXL]

It happened sometime on 4/6 and it's 4/7 it may take 24 hours at least. Again what did the dealer tell you would be the normal response time from GM?

 

[94cruiser]

Nothing concrete.

“maybe tonight, maybe tomorrow”

 

[2007LucerneCXL]

Follow up with the dealer on 4/9 for status updates, proceed from that point.

 

[94cruiser]

Dealer unable to program the module. They tell me there is an error in the XML file they are given.
Tried to program several times. When the tech contacts entineering, it takes a day or more to hear back from them.

I used to get daily calls from my service writer about an update that there is no update.
Those calls have stopped.

During this time I've put on 700 miles on a loaner that originally had 1200 miles on it.

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[HotZ28]

Dealer unable to program the module. They tell me there is an error in the XML file they are given.
Tried to program several times. When the tech contacts entineering, it takes a day or more to hear back from them.

I used to get daily calls from my service writer about an update that there is no update.
Those calls have stopped.

During this time I've put on 700 miles on a loaner that originally had 1200 miles on it.

GM Engineers!

 

[PrincipalDan]

The engineers GM needs...

 

[2007LucerneCXL]

 

[Rk54Strat]

Why do I suspect that escalating a service issue up the chain of command to GM engineering results in something like this :

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