Three weeks ago I owned a 1999 Z71 Chevrolet Silverado. Bought originally from Team One Chevrolet in Charlotte Mi. I paid top dollar for the truck when I bought it used. February I missed a day of work, incurred a $85.00 towing fee and spent 8 hours waiting for the Team One service dept to repair a Mass Air Flow Sensor. Cost of repairs were $304.52 parts and labor. Mileage at the time was 81472. Understandable for original equipment!
On September 27 I again missed another day of work, incurred $85.00 towing fee, and and spent another 8 hours wating for the Team One service dept. To find that the Mass Air Flow sensor had again failed. Cost of repairs were $303.00 parts and labor. Mileage at that time was 95109.0.
When I found out that the first Sensor that was replaced came with only a 12,000 mile warranty and that I was only over by 1,637 miles I became rather upset since I got 81,000 miles from the original equipment. The service writer insisted that I pay the bill but was quite helpfull in giving me a number for Chevrolet customer service 1-800-222-1020 (reimbursement center). He also explained that they would more than likely reimburse my $ as he agreed that the part had failed prematurely.
Upon calling the 800 number I spoke with a woman named Paula Taylor (customer service rep) I assume. Her direct # 1-866-952-4368 ext. 57291. I gave her the story of what had happened with my repairs and expressed my dismay at the money that had to be spent.
At that time she gave me the list of necessary info to be submitted for reimbursement and let me know that once submitted, the case would be reviewed and decision would be made if reimbursement would be made. List of info need included 1) a copy of the repair order, 2) a copy of my cleared check, 3) a copy of my registration, 4) a cover letter explaing my request, file # 1-261594417. Durring that conversation I made Mrs. Taylor aware that I didn't recieve copies of my cleared checks. At that time she offered a sarcastic remark that if I expected consideration for reimbursement I would find a way to get a copy.
With that I rounded up the required info and sent it to the listed address. About two weeks later Mrs. Taylor phoned me to let me know that if the reimbursement was to be processed she needed a copy of the original repair order. I commented that it would have been nice to know that on my original call as I would have gladly sent it and assume it would have speeded up this process. Another sarcasatic remark from Mrs. Taylor suggested that I probobly wasn't listening at the time of the original call. I checked to see if I still had the address to send it to and after all this she commented that chevrolet had made a decision to reimburse me only for the amount of the part.
With this I made Mrs. Taylor aware of my question as to why Chevrolete would only return the $ for the part and not the labor. My thinking was that if this part wouldn't have prematurely expired I wouldn't have had any expense at all. With Chevrolet agreeing to return my $ for the part they too agreed that the part shouldn't have expired either. Mrs. Taylor offered no explanation as to why but asked me to hold for 3 to 5 minutes, which I did with no problems.
When she returned to our conversation she offered no explanation but offered yet another sarcastic remark that Mr. Iskra Chevrolet doesn't owe you anything! If you didn't like this offer it would be withdrawn! Upon hearing this remark I made the comment that in knowing Chevrolet didn't owe me anything I would give Dodge and Ford some serious consideration at my next purchase.
At that point Mrs. Taylor commented that rather than insult me with such an offer they would be withdrawing that offer. My next comment was that I was not insulted with any decision but rather with her sarcastic remarks, and would gladly except any offer to recover my expenses. Mrs. Taylors next comment was to disregard sending the original repair order as any offers were going to be withdrawn. Before Mrs Taylor was able to make any further sarcastic remarks I felt compeled to inform her that our conversation was being recorded. She asked me to confirm that the conversation was being recorded and when I did so, she said the conversation was over and it was.
Feeling rather cheated by this woman, I again called the original 800 number requesting to speak with a supervisor on October 25. This time I spoke to a woman named twilla Mittas who was very polite and informed me that the request normally took 24 hrs. I have not heard from Chevrolet since and don't expect to. Todays date October 30.
My disapointments are, 1) After 33 years of owning, driving, and repairing nothing but Chevrolets, I feel Chevrolet does owe me something even if no more than being professional and polite while trying to do business over the phone. 2) If Mrs. Taylor was qualified to make the decision on whether I should have been reinbursed or not, it should have been based on the quality of their defective GM parts and not the quality of our phone conversation. 3) Of the 33 years that I have been driving Chevrolets, I have never requested reimbursement for a single dime that has been spent on repairs. Chevrolet has never even heard my name before but has probobly seen it on plenty of purchases for their GM products. 4) I never even got the satisfaction of knowing why Chevrolet had contemplated reimbursing me for a part only. (which never actually happened.) 5) As for the conversation that I requested to have with a supervisor and didn't have the opportunity of... I suppose the thought of having to explain the bitter personality of there reprentatives was a bit too much! I intend to be driving for another 30 to 35 years and you can bet the next $303.00 that it won't be Chevrolet!
One last question to anyone out there reading this... Would that $303.00 request break Chevrolets budget or would it have gained them the reassurance that they could have sold another $600,000.00 worth of vehicles to me in the next 30 years?
All of this is very disapointing since had I not been so dedicated to the entire GM family, I could have went to a discount auto parts store and spent $9.00 on the Mass Air Flow Sensor and installed it myself in less than 15 minutes and wouldn't have had to tollerate the very un professional attitude of one of their representatives. Gm... See if I EVER kiss your butt!!!
Bradley
mulliken, Michigan
U.S.A.
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