Berger service dept not as good as it usd to be.

[berger21]

They used to be good. I never had a problem there until today. I took my car in to have the headlamp reflective bezel replaced under my extended warranty as it is cracked. The technician told me he did not think it would be covered because it is a "trim piece". I told him it is functional and should not be considered trim as it focuses the light from the headlamp bulb. It has a function and I believe it to be safety related. He said I would have to call GMPP to get it covered. I did, they covered it and everything was fine. Then he called them and convinced them it was a trim piece so they decided not to cover it. I got them both on the phone through General motors customer service and they decided it was not a trim piece because it had a function. So they called it a body panel and still will not cover it. Where does a technician get off convincing the warranty group something is not covered when they already decided it was? I am a bit irrate about this and everyong is going to know.

[bad1racing]

Berger21,We are almost neighbors compared to most people on this board.The problem is that most techs dont want to get paid GMPP time for replacing that part when they can get you to pay for it out of your own pocket at customer pay time.Our techs grumble about it all of the time."Gettin screwed by warranty again."I can understand it when you are trying to support a family and household,but,you have to as a tech take the good with the bad.Most warranty time is half to two thirds of what customer pay is.
Kendall

[berger21]

He won't get customer pay by me.I will not pay their price to change something I can do myself in about an hour. I will not even buy the part from them. I would think warranty pay is better than no pay, especially when they are not very busy.

[Xplantdad]

Ahh...customer service at it's best...

Much easier to please the customer...but the tech is thinking solely about his bank account. Not a good way to do business. It should never have gotten to the point of having both GMPP and the tech on the phone line together.

The tech will always have plenty of oppurtunity to make up the warranty wages on some other repair. Heck, he wasted more time by arguing what was covered and what wasn't. That alone cost him money.

Worked at a dealership for 4 years...been there done that.

[JChlupsa]

My question is why was the technician setting the rules on what is/not?? Where was the Service Dept Supervisor or someone in Management for the Dealership?

[berger21]

The service dept manager came in and backed him up. I don't know how either have the authority to tell GMPP it is not covered.

[Tom Hartman]

I am a writer at our Chevrolet Dealer, I will bend over backwards to get stuff covered for my customers. I will also take care of the tech. with some good customer pay job or some extra time on a standard warranty job. Our Tech's do not interact with the customers!

[bad1racing]

#1 the tech should not be on the phone with GMPP.We are a small dealership and anytime a tech is not working they are not making $$$ for themselves or the dealership.We have service advisors that handle getting ok's and labor times from GMPP.
#2 The customer needs to be satisified.......Not only did the dealership lose money for a repair and for a part.But they also lost the trust of a loyal customer.Two major no-no's in the auto business.
Some of the bigger dealerships think they can make anyone mad and there are more customers out there just waiting to come through the door.As they say "give a person good service,and they tell three friends."Give a person bad service,and they tell 10-12 people.It doesn"t take long to get a bad reputation.
Kendall

[camarojoe]

Just wondering... how did this headlight reflector get broken in the first place? Was it a factory defect that caused it to crack, or did something smack into it and crack it? (ie. whos fault was it that it is cracked?) Did this question come up in the discussions of if it was covered or not? This is a good example of why i never buy extended warrantys on anything.

[J_D]

Before posting this on this board where Berger Chevrolet is a good sponsor, I would have suggested you speak with a higher authority at Berger Chevrolet (i.e., Matt Berger). I seriously think he would have handled this situation and taken care of the issue for you. Now that you have "blasted" his business on this board, he may not be quite as willing to serve you.

As I own my own business, I can't control what all my employees do or don't do. And yes, I am in the automotive repair business too. However, if it is brought to my attention, I can choose either to help the customer "if" I feel his request is reasonable, or deny it if I feel it is unreasonable.

If this situation occured in my shop and it was posted on the board instead of being brought to my attention first, I might not be as willing to help now as I might have before you seemly sought to discredit my business.

Just my humble opinion.