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Fun at the dealership today

alrock

alrock

El Diablo
Staff member
Messages
10,677
Location
Scottsdale
I called Van Chevrolet in Scottsdale last night as I was getting Passlock issues when trying to start the H3. I wanted to see if they could work on it today and if they had the ignition housings in stock.

Me:"Hi, I'm calling to see if you can replace the ignition housing in my H3 tomorrow. The truck won't start and the symptoms match the Passlock issues that I've seen others experience."

Them: "Well, we can run a full diagnostic on the vehicle and let you know what needs to be addressed. The Passlock system tells you that the truck thinks its being stolen."

Me: "Thanks, but I don't think the vehicle needs a full diagnostic. I just want the ignition housing replaced."

Them: "Well I don't know if there are any recalls on the ignition."

Me: "There is not a recall on this ignition. I plan on paying for the repair. Can you do the work tomorrow?"

Them: "I"ll transfer you to parts to see if the part is in stock"

Phone disconnects, I call back and confirm with Parts that they have two in stock.

Today when I drop if off. . .
Me: "I'd like to get the ignition housing replaced due to Passlock issues"

Them: "I don't know if there are any recalls on this part. I'm new and I don't know GM vehicles"

Me: "There are no recalls. I just want to get the ignition housing replaced"

Them: "Well, I don't know GM vehicles so I don't know what you need. Can you leave the vehicle here?"

Me: "Yes, I can leave it here. I just need the ignition housing replaced. They will not be able to replicate the problem because it is extremely intermittent, so please just replace the ignition housing."

Five hours later . . .
Them: "You're using an aftermarket key."

Me: "Yes, I am. What does that have to do with it?"

Them: "Well, the tech says you're going to need two new transponder keys. That's why the Passlock is giving you the security issues"

Me: "Please have your tech do a little homework. This truck did not come with transponder keys. There is no chip in the keys, and that is not the issue. All I asked was for you to replace the ignition housing. However, I did anticipate you coming back with this answer so I placed an original, nearly unused key in the center console. Please have your tech test that key and verify the transponder in it if he believes it is a transponder issue."

Them: "Sorry, I will talk to the tech and another service advisor. I'm new and I don't know GM vehicles"

An hour later . . .
Them: "Well, it looks like you could use a new air filter, wiper blades, maybe a water pump and there's a note here about a shaft. The tech is willing to do the housing. That will be $339 for the housing and labor, before tax."

Me: "The estimate for the housing is approved, please do not do any other work."
 
J

jakesz28

Well-Known Member
Messages
1,056
Location
Cabool MO
Reminds me of when our Camaro was the grocery getter. GM really screwed up when they made the LT1 with the optispark distributor. I knew what was bad and did not want to fix it. The problem was they did not want to fix it either. It was out of warranty and was going to cost about $1200. After going back and forth a while, I was not worried about the cost. They still did not think that was it a did not want to fix it I finally asked them if I should call they junk yard and scrap it? I said put the distributor in and don't worry about the cost, I want a car I can drive and not have to worry about what happens when it is humid or raining.
 
Last edited:
chaos254

chaos254

Well-Known Member
Messages
577
Location
United States
I work at a ford dealer and we usually recommmend the diag also because we have had people tell us to replace parts and then its not fixed and are mad at us. We have no problem doing what the customer wants as long as they understand we cant guarantee it will fix their problem.

Sounds like the advisor didnt have much experience which makes it tough. At least it got fixed lol
 
alrock

alrock

El Diablo
Staff member
Messages
10,677
Location
Scottsdale
Update

3:30
Them: "the tech isn't going to be able to fix the truck today, is that okay?"

Me: "No as the truck is going on a road trip tomorrow, I need it back tonight."

4:15 I go to pick up the truck and my work order has the instructions that I gave of Do Not Wash. So of course they wash it. At least they didn't charge me anything for the day.

I do understand troubleshooting but like was said, I just asked them to replace a part and not tell me what was wrong. Yep, it would be my responsibility if the work didn't fix.

Time to find another dealership
 
DJinCO

DJinCO

Well-Known Member
Messages
1,565
Location
Colorado - Sometimes Park County; usually Colo Spr
That is why I use a mechanic that is not at the dealership. I took the H3 in for preventive maintenance and a thermostat replacement this week. I wanted the hoses changed and the belt changed while they replaced the thermostat (threw code a couple of times... Not heating up correctly P028).
the tech came back and said that the hoses looked ok and the belt wasn't too bad - only starting some fraying.

i said thanks, I would like those items changed as preventive maintenance. He said, ok, sounds good!
No BS, no trying to UP-sell. No games.

BTW, I called the dealer first and he gave me a long song and dance about how hard it is to get to the thermostat et cetera...
 
Bigunit

Bigunit

Hammer Down!
Staff member
Messages
6,561
Location
Arizona
Alex, sorry to hear about your night at the museum. Should've brought it down to Tucson. Dave and Nick would've had you in and out and back in Phoenix by now!
 
alrock

alrock

El Diablo
Staff member
Messages
10,677
Location
Scottsdale
I believe there's some programming required for the new lock housing which is why we didn't do the work. I wasn't sure if all mechanics could do the work and I didn't have time to shop around for this repair.
 
3

3Hummers

Super Moderator
Staff member
Messages
10,533
Location
Central Texas
It is called up selling Alex. Amazing how many people just say yes. I would have gone ballistic that they wasted time even looking at the other items.
 
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L

LagunaH1

Well-Known Member
Messages
3,733
Location
Idaho
Sorry to hear about such an experience. Definitely X2 on what Dave said about up selling. Just say no :)
 
Zach

Zach

Mall Crawler
Messages
4,812
Location
So Cal
A regular mechanic, Alex's tech would have been able to replace it, but it would have had to be programmed. I understand the, it's better to diagnose the concern. But when a customer comes in and says I want this replaced, you do it with the condition of if it doesn't fix the problem. We are not responsible. Sounds like you got a rookie that had no clue. Just makes the dealerships look bad. Not all of them are like this. As you said, find another one.

And hopefully you are on your way to Co. I know Neo is jelly [emoji15]
 
J

jorallo

Member
Messages
11
Location
jacksonville
thermostat

DJinCO said:
That is why I use a mechanic that is not at the dealership. I took the H3 in for preventive maintenance and a thermostat replacement this week. I wanted the hoses changed and the belt changed while they replaced the thermostat (threw code a couple of times... Not heating up correctly P028).
the tech came back and said that the hoses looked ok and the belt wasn't too bad - only starting some fraying.

i said thanks, I would like those items changed as preventive maintenance. He said, ok, sounds good!
No BS, no trying to UP-sell. No games.

BTW, I called the dealer first and he gave me a long song and dance about how hard it is to get to the thermostat et cetera...
Click to expand...




That thermostat was no joke to replace.. i had to remove the belt, the alternator, to access the bolts through the driver side wheel well with a super long extension. This was all due to that radiator crack, I thought it would be a bright idea to change the thermostat as well. All in all it took me 5 hrs to replace a radiator and a thermostat. Why on God's green earth do we have plastic radiators.. humph
 
bebe

bebe

Moderator
Messages
1,375
Location
Dayton, NV
jorallo said:
That thermostat was no joke to replace.. i had to remove the belt, the alternator, to access the bolts through the driver side wheel well with a super long extension. This was all due to that radiator crack, I thought it would be a bright idea to change the thermostat as well. All in all it took me 5 hrs to replace a radiator and a thermostat. Why on God's green earth do we have plastic radiators.. humph
Click to expand...

Some of us don't :)
 
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