Finally got my car back!

[Natalie]

Okay...took my '08 Redline in for a sticky buttress. They "fixed" the problem and two days later...same thing. So, I made another appt. and when I brought it in had the service manager do a walk-through with me since the last time there was a small ding on the center console. Now I LOVE the center console, it's one of the reasons I chose the Sky over the Solstice. I didn't make a big deal about it, simply said "this happened last time I had it in so could you please ask them to be gentle with my baby". He said "we have to replace it". Okay, that's nice!

Well, they decide to replace the entire buttress system and in the process the center console. Something happened while replacing the console and the dash got scratched so they call to say they are replacing it. Okay, I understand and appreciate their honesty. The next day I get a call saying the new dash arrived...broken.

So yesterday the service writer calls to say it's ready...yay! I go pick it up and guess what...a ding in the center console. Ahhhhhh......!

It's small, well, about the same size as the first one but I am just going to pretend I don't see it. Really, REALLY frustrating!

At least I have my car back and the sun is shining all weekend in Seattle!!~

[compdoc777]

Originally Posted by Natalie

Okay...took my '08 Redline in for a sticky buttress. They "fixed" the problem and two days later...same thing. So, I made another appt. and when I brought it in had the service manager do a walk-through with me since the last time there was a small ding on the center console. Now I LOVE the center console, it's one of the reasons I chose the Sky over the Solstice. I didn't make a big deal about it, simply said "this happened last time I had it in so could you please ask them to be gentle with my baby". He said "we have to replace it". Okay, that's nice!

Well, they decide to replace the entire buttress system and in the process the center console. Something happened while replacing the console and the dash got scratched so they call to say they are replacing it. Okay, I understand and appreciate their honesty. The next day I get a call saying the new dash arrived...broken.

So yesterday the service writer calls to say it's ready...yay! I go pick it up and guess what...a ding in the center console. Ahhhhhh......!

It's small, well, about the same size as the first one but I am just going to pretend I don't see it. Really, REALLY frustrating!

At least I have my car back and the sun is shining all weekend in Seattle!!~

Contact JPM one of the venders on this site and get a leather dash. I did and it looks awesome now.

[SkyBaby]

That is good to hear that it got fixed....... SkyBaby

[SteveSky67]

Originally Posted by Natalie

Okay...took my '08 Redline in for a sticky buttress. They "fixed" the problem and two days later...same thing. So, I made another appt. and when I brought it in had the service manager do a walk-through with me since the last time there was a small ding on the center console. Now I LOVE the center console, it's one of the reasons I chose the Sky over the Solstice. I didn't make a big deal about it, simply said "this happened last time I had it in so could you please ask them to be gentle with my baby". He said "we have to replace it". Okay, that's nice!

Well, they decide to replace the entire buttress system and in the process the center console. Something happened while replacing the console and the dash got scratched so they call to say they are replacing it. Okay, I understand and appreciate their honesty. The next day I get a call saying the new dash arrived...broken.

So yesterday the service writer calls to say it's ready...yay! I go pick it up and guess what...a ding in the center console. Ahhhhhh......!

It's small, well, about the same size as the first one but I am just going to pretend I don't see it. Really, REALLY frustrating!

At least I have my car back and the sun is shining all weekend in Seattle!!~

I'm glad you have your car back, believe me, I check the car before I drive away and if there are any problems I let them know so they can't say I did it....I don't get all the service problems with this car, this the largest auto maker and they can't fix something simple the first time, ..SteveSky67

[Bogie]

there was a small ding on the center console.

while replacing the console and the dash got scratched

I go pick it up and guess what...a ding in the center console.

I had a discussion about this problem in another thread. GM Corporate refers to these incidents as mutilations, as in the mutilation of the vehicle in some way (i.e., scratches, dings, dents, etc.). During our factory tour at Wilmington, they were very gung ho about avoiding mutilations. They had special covers for belt buckles, rings, watches...anything that might bump a vehicle and scratch it. There were posters and signs all over the factory reminding the workers about mutilation protocols. We (the visitors) even had a briefing on it before the tour, and were issued the protective equipment mentioned above.

I asked whether this mindset was passed down from Saturn Corporate to their dealerships, and the answer was basically "no". There is no Saturn Corporate culture to prevent mutilations once a vehicle leaves the factory. I was told each dealer has to be do that job. And, in my further discussions, no dealer chimed in and said they have a program to avoid mutilations. No briefings. No constant reminders. No protocols for equipment.

I believe your situation is endemic of the entire Saturn Service experience. The dealer who avoids or minimizes mutilations seems to be the exception, as opposed to the norm.

Part of this problem is the "old" Saturn didn't attract a group of customers who care about such things. So there was no need for such special care. Scratch the console? Who cares? Now Saturn has a car (cars?) where the owners care. It's the "new" Saturn. Saturn is trying to change its image. But you gotta match the image of the car(s) with the Service that goes behind them. And if your "new" image involves nice looking cars that owners want to keep looking nice, then you better communicate that to the Service line, and change how you touch those vehicles in the Service Bay.

This is bigger than the dealer. It is a Corporate vision. And I must say...sadly....Saturn seems to have failed to deliver that vision to their dealerships.

Such a vision won't stop mutilations; mistakes do happen. But it will reduce how often they occur. This not only saves the dealership money (how much is a console & dash, plus labor?) but will give owners the confidence that when they drop off their car, it is in the hands of Saturn employees who will provide the same loving care as the owner. Is that really too much to ask?

[Natalie]

I think you are so right Bogie, Saturn now has a car that people care about. It's not the same old status quo and can't be treated as such.

I will say that the dealership was very apologetic and did make it right for the most part. The second ding in the console is barely noticable but that's not the point.

This is the first time I've purchased a GM product, I've been driving Acuras for years and the level of customer service and quality just does not compare. I love the Sky, I do, but the difference is very apparent. The interior scuffs so easily, I wish they had spent a little extra on the plastics, even our Jeep Cherokee holds up better.