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GM Social Media Customer Assistance Representative

91800 Views 194 Replies 77 Participants Last post by  obermd
Hello,
I would like to introduce myself as a Chevrolet Customer Assistance Representative from the GM Social Media group. The GM Social Media team is responsible for scanning over sixty forums, including this one, in order to provide customer service to those who utilize them. While we are not able to provide technical assistance, we are able to help in terms of customer assistance. This would include interacting with the customer in hopes that we can reach some kind of resolution together. We are looking forward to assisting those with concerns on the site. I can understand and appreciate you wanting to ensure that this is a legitimate outreach from GM. We are eager to be joining this online community and hope that we are able to provide some assistance here. Thank you.
Stacy Chevrolet Customer Service
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Discussion Starter · #45 ·
I would like to say that for a period of time after I had made my introduction that I was unable to post on this thread due to technical issues. Like I have stated I am a Customer Service Representative for Chevrolet. I am here to assist you with any issues that you may have as well as answer any questions that you may have. Please feel free to message me.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #47 ·
Welcome Stacy Chevrolet.
If indeed it is true you are here to provide customer service, how about getting GM to offer a spare tire for the Cruze Eco? The dealer can't even get me one, so I got my own through DISCOUNT TIRE.(Great Company!) Threw away the air pump and gunk canister, found a jack that will work, and put it all in the hole that appears to be originally designed for a spare tire! Yeah, it sticks up a little too high so I lost some trunk space, but hey, that is my solution to a BIG problem for GM. I feel much better now knowing that if I bend a rim or have a blowout, I am on my way in sort order.
As far as gas mileage goes, adding the 40# full size spare didn't change my mileage enough to be calculated. So what is up with no "option" for a spare tire?

Love the Cruze Eco, still love Chevy's. GM, not so much.

newcruzer17,
Thank you for your feedback. I am very happy to hear that you are happy with your Cruze Eco. GM does currently offer a compact spare tire as an option but does not offer a full size. I would like to apologize for any inconvenience that this has caused you. I will pass along your comments. If you have any further questions, comments or concerns please feel free to message me.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #51 ·
Stacey-

In the original topic where you introduced yourself, I wrote that MAYBE you should put THAT link as to who you are, in your signature, so that people like me who have not been in the Cruze topics for quite a while, will know who you are without having to ask or search all over.


fastdriver,
I would like to thank you for your suggestion. I have added a link to this thread to my signature line. Please continue providing me with your feedback as well as suggestions.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #52 ·
My problem is that the compact spare seems to be unavailable from the dealer. It has been two months that I waited for one, and not so much as a phone call. Their silence seems to be verification that the spare is not available. I will take you at your word that one is. I have solved my problem to my satisfaction (with no help from the dealer), but others may want the compact spare, if it is indeed available.

Thank you for passing along my comments. You may be able to help GM significantly.

newcruzer17,
The Compact Spare is required when the automatic transmission is ordered and is not available with the 6 speed manual transmission with the Cruze Eco model. I am happy that you are satisfied with this issue. Again please feel free to message me with any questions, comments or concerns; I am here to assist you.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #56 ·
Well like everyone else here, mine is doing the same thing, except that I don't have the auto climate control. If I put the heater control on high,,it will blow hot air,,,crank it down to outside air only,,,still blows VERY warm air,,,car has only 545 miles on it. What gives.....???? Unfortunately out of town on business with the car,,,sooooo I guess I have to have it set on air to keep it comfortable.....then take it to the delaer,,,,,another wasted day. Too bad this isn't a shirt,,,,I would take it back and get my money..!!

buckeyewalt,
I understand your frustration with this issue. I would like you to keep me posted on the outcome of your visit to the dealership. If you have any further questions, comments or concerns please feel free to contact me.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #61 ·
Stacy,

Since you monitor this forum you have obviously seen a lot of threads about various tunes that improve the performance of the Cruze. Do you feed back the fact that the Cruze can be tuned to perform better (not who is using the tunes, but just the results they are reporting) so that Chevy/GM can work with these tuning companies to improve the vehicles?


obermd,
I do take the feedback and information that I obtain on this forum and pass it along. Thank you for your concern as well as your feedback. If you have any further questions please feel free to contact me.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #71 ·
I've really been impressed with some aspects of GM's customer service. When I was Volt shopping, they assigned me a "personal Volt Assistant" or something like that. It was an actual specific person with number I could call and either talk to them or leave a message on their voice mail. Pretty amazing.


Eugene_C,
I am very happy to hear that you are happy with the customer service aspects of GM. I am always here to assist you and answer any questions you may have.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #74 ·
Stacy, I kind of fixed the heater problem myself. You people need to do something about it.My fix looks kinda Mickey mouse. What I did, was I took a peice of black paper and covered the top of the light sensor, the automatic lights still work, and the heater works the way it should. I think bright light messes up the temperature sensor, because at night it worked alright. Chevy needs to come up with a fix, the paper looks stupid on the dash, but it works. I have not had a chance to go back to my dealer, but will soon. rayw


rayw,
Thank you for your feedback. I understand your frustration with this issue. I will pass this information along. If you have any further questions, comments or concerns please feel free to contact me.
Thank you,
Stacy Chevrolet Customer
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #85 ·
Dear Chevrolet Customer Service,

Please, please help. Bought by Cruze new in October 2010. Like others on this site, went to use the A/C here in March 2012 and it would not cool the car. Dealership checked it last week and informed me I have a tiny leak right in line with the large air intake in the bumper, due to stone damage. Charged me $70.00 for the non-warrenty diagnosis - and that diagnosis being that I need a $700.00 condenser replacement on my 18-month old vehicle. I think SOME kind of relief is due me by GM. This is our household's third (new) GM vehicle in the last 5 years, and I strongly feel I deserve better than this. Please help !


paulbar,
I understand that this can be frustrating. I would like to look into this for you. Can you please send me a PM with your name, address, phone number, VIN, current mileage and the name of the dealership that you took your vehicle to? I look forward to hearing back from you as well as being able to assist you.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #95 ·
How do I send you a Private Message?


The Wolf Wagon,
You can send a Private Massage by clicking on the user name and then click on Private Message.
~Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #96 ·
I have sent you all the information that you requested several times over the last few weeks and I have still received no response. ...

TacoMEDIC,
I have sent you a PM in regards to your case.
~Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #103 ·
Sorry, order number qgtkd2, dealer, NY

kevinolson,
I have sent you a PM with the information that you have requested.
~Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #105 ·
Stacy,

I am also waiting to here back from you. Have already sent you a PM.


rbtec,
I have sent you a PM. If you did not receive it please let me know and I will send you another one.
~Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #110 ·
Stacy
I was thinking of purchasing a 2012 Cruze with a 1.4-turbo and Manual transmission this Saturday at Clements Chevrolet in Rochester, MN but after looking at posts on Cruse Talk I’m having second thoughts. Can you give me some real answers as to what I can expect as far as service issues if I buy this model? Also is Chevrolet going to stand behind my purchase fix any problems I may have with the Clutch and Anti freeze smell? Can you tell me the amount of issues that you are seeing vs. total number of sales?
Thanks!
roadlesstraveledguy


roadlesstraveledguy,
I understand that reading this forum may be unsettling. The forum is a place for people to discuss their concerns and get opinions. In my experience, this can often result in making a vehicle look like it has more concerns than it actually might. I do not have information on total number of sales vs. total number of issues in my resources. I am sorry for that inconvenience to you. I would suggest that you speak with your dealership as well as the service department about the Cruze. Also make sure you are working with someone that you feel comfortable with, I believe that is very important. When you purchase a new Chevrolet vehicle it comes with a 3yr/36,000 mile Bumper to Bumper warranty. It covers the vehicle from bumper to bumper on any vehicle defect related to materials or workmanship. Original tires are covered but prorated after 12,000 miles during the terms of the Bumper to Bumper Limited Warranty. The Powertrain Limited Warranty is 100,000 miles or 5-years, whichever comes first. It is fully transferable and there are no fees and no deductibles. In addition, the Roadside Assistance and Courtesy Transportation programs are also 100,000 miles or 5-years (whichever comes first). GM will stand behind their products and will correct any issues related to defect or workmanship within the warranty period. In my opinion, as many others would agree, the Chevrolet Cruze is a great vehicle! It is fun to drive, safe, and great on fuel economy. If you have any other questions or would like any other assistance throughout your purchasing process please feel free to contact me; I would be happy to help you in any way that I can.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #115 ·
I had the same problem with the AC Condensor. The dealership told me it was not covered by the warranty and would cost me $875+ to fix. I drove home in a hot car. Then I started checkingthe forums. When I found out this was a common issue, I called GM. They raised hte issue one level. She contacted the dealership and "worked out" a deal that I could get the repair done for a $100 deductable. But after seeing the S.I. Bulletin P10461, I think they owe me the $100. I was not totally satisfied with my result but $100 is alot better than $875.
Lilsleep72,
I would like to apologize for the experience that you had with your Cruze. I am happy to hear that you have had this matter taken care of. I would be happy to look into your case further for you. Can you please send me a PM with either your Service Request number or your VIN? I look forward to hearing back from you as well as assisting you.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #118 ·
Hello Stacy, I don't know if you can help, but GM Canada seems to have washed their hands of our problem. In May 2012 my wife & I purchased a new 2012 Cruze. In less than 200 kilometers the transmission would go into neutral. To make a long story short, GM bought the first Cruze back & gave us another one. This second 2012 Cruze now has approximately 2,100 kilometers on it. The transmission on this one is far from what I would expect from a 2012 GM product. Hard shifting (my wife thought she was rear-ended the other day, but it was the transmission shifting into second gear) slipping (like it can't decide to down-shift or up-shift) & reving excessively before it does shift. The car is horrible to drive in busy stop & go traffic & this from a brand new 2012! You know it's bad when your passenger asks what is wrong with your new car. The following entry is from a forum user & pretty well duplicates our thoughts.

Junior Member

--------------------------------------------------------------------------------

Join Date:May 2012
Posts:1I have a 2012 Cruze LS with 200 miles. i like everything on the car except the auto transmission. Chevy has been in the car business WAY to long to put a piece of _ _ _ _ like this on the Market. I applaude the attempt to go to a 6 speed, but some one in engineering has really goofed big time with this box. As I recall, even the 1951 Power-glide tranny was smoother. Let them tell you what ever makes THEM feel good about this box, it sucks! Will be contacting the area rep on this one. Bad Karma.

Like I said, GM Canada has basically said that's how the car was designed.....live with it. I find this attitude unacceptable. This new car purchase has certainly been frustrating for us & we do not enjoy driving the car. I have talked to the local Mazda dealer (which is what we wish we had purchased). He knows all about the Cruze transmission problems & won't take it in trade. Can you say "LEMON!" All we would like to see is for GM to come out with a new program for the transmission to correct the problems. AS a long time GM customer/fan, I will never consider another GM product......there are too many other good brands out there.
Sincerely,
Bob Rigby.


Cruze Blues,
I would like to apologize for the issues that you have experienced with your Cruze. I completely understand your concerns with this. I would be happy to get you in contact with someone to get you further assistance. Can you please send me a PM with your name, address, phone number, VIN, current mileage and the name of your dealer? I look forward to hearing back from you.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #119 ·
I see that you are a customer service rep for Chevy...My issue i bought a 2011 RS LTZ cruze, certified used at the end of April 2012. It worked and drove great, then an A/C noise started, then it shifted whenever it felt like it. Brought to dealer they fixed A/C condensor problem, found my cooling fan did work at all. They couldnt believe my car never overheated. They also found my car was shifting from 2nd to 6th gear randomly. They thought updating they TCM would fix it...Well that was six weeks ago, still having problems. No power , practically have to stand on gas pedal for it to start moving, then when it does it throws you back into the seat. It hesitates very badly when you takes foot of ghas pedal to turn corner then hit it again. Hestitates so bad sometimes im surprised it has not stalled.. They have it again right now, they have already called me and said nothing is wrong, made me come drive with them and explain what is happening. Im scared to drive my car, have been almost hit by another car because of this hesitation. All I have to say is if I get hurt, there will be a LAWSUIT because this has not been fixed. I dont pay $23000 for a piece of **** car.


CruzeBlues,
I understand your concerns with your vehicle. I would like to look into this further for you. Can you please send me a PM with your name, address, phone number, VIN, current mileage and the name of your dealer? I look forward to hearing back from you as well as assisting you with your concerns.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #121 ·
I've got a 2012 Cruze LT with 6000km on it. At highway speeds the car starts a slow drift to the left. When I go to give it a slight correction it feels like the steering wheel sticks. There is a minor resistance to my input and then if I push a a bit harder the steering re-engages and the car straightens out. Last night I took it out for a drive on the highway and it did it 12 times in 20 minutes. Had it in to the dealer and a service tech did duplicate the problem but the computer says there is nothing wrong. Well, there is something wrong. GM TAC says there are no reported problems but based on blogs I've read there are others out there who do have the same problem. Suggestions?

westbrook,
I would like to apologize for the issues that you are experiencing with your Cruze. I understand your concerns with this. Have you been in contact with GM of Canada in regards to your concerns? If you have not you can contact them at 800-263-3777 Monday-Friday 7:30am - 11:30pm or Saturday 7:30am - 6:00 EST. Unfortunately, I am only able to assist customers in the US. I would like you to let me know if you have been in contact with GM of Canada and if they have been able to assist you at all with this. I look forward to hearing back from you.
Thank you,
Stacy Chevrolet Customer Service
 

· Chevrolet Customer Assistance Representative
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Discussion Starter · #123 ·
Stacy, I don't know if you got my e-mail or not regarding my radio issues....if not I will resend..........

Thanks Walt

Walt,
I am sorry but I did just check again and I have not received an email from you. I look forward to hearing from you.
Thank you,
Stacy Chevrolet Customer Service
 
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