Live Chat on GMC website....is this even helpful, you tell me:

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[kidsenclave]

Here is my conversation just now with the live chat on GMC's website.  You tell me, was I out of line with what I said, or is it crazy that they just pass the buck EVERY time back to the dealer?

Welcome to GMC. Please wait while we find an agent to assist you...
[You are now chatting with Laura.]
12:21:20
Laura:
Welcome to GMC! How may I assist you?
12:21:47
Customer:
Hi, was wondering on the 2013 Terrain, if you can get the same $120 individual remote start add on, like on the 2013 Equinox?
12:21:54
Customer:
It's not shown on the GMC site.
12:23:25
Laura:
Thank you for your interest in the Terrain. Are you asking about a remote start fob?
12:23:31
Customer:
yes
12:26:19
Laura:
Thanks! Please allow me a few moments to locate some information for you.
12:26:50
Customer:
Ok
12:27:18
Customer:
If you look at the Chevrolet site, build your own, under Equinox....it's on the last page of available option.
12:29:03
Laura:
Unfortunately, I am not showing the price for an additional keyfob for the remote start on the 2013 Terrain. I can direct you to contact your local GM dealership for this information and the price on it. Do you need the contact information for a dealer near you?
12:31:01
Customer:
I'm confused why you can't help me with this...are you not a resource for the website information?
12:31:22
Laura:
We typically are able to answer questions in regards to locating vehicles, current incentives and most other new vehicle product questions. We do have limited information on previous model years.
12:31:31
Customer:
You see it listed on Chevrolet, how come you can't check into that for me?
12:31:52
Customer:
It's not a previous model year question, it's about a 2013 brand new
12:32:06
Laura:
There are questions that we are not able to assist with, and in that case we can direct you to the best source for this information.
12:32:51
Laura:
In your case, we do not have availability and pricing information in our resources for the question you have asked. The dealership will be the next best source for this information.
12:33:53
Customer:
I see no value in this live chat with the majority of my questions being directed back to the dealer. We people who are doing research on the internet do NOT want to talk to the dealer about this stuff, that's the whole reason we use the websites.s
12:34:28
Customer:
I would really like to see the websites and live chat step it up and become something that's much more useful. It's so easy to just say, "see your dealer?
12:35:28
Laura:
I'm sorry to hear that you feel that way.
12:36:01
Customer:
Anyway.....I'll do some more checking on this at my dealer, but salespeople don't like getting calls like this....they would rather deal with customers actually in the dealership ready to buy. There's just not enough empowerment from customer service.
12:36:18
Customer:
Thanks for trying today.
12:36:28
Laura:
You're welcome. Thank you for visiting us at GMC! Have a wonderful day!
12:36:39
Customer:
You too.

Just curious what's the point, if all they do is say, "let me check", then say "contact your dealer"??.  Crap, I want a job like that.  What's so hard for THEM to call a dealer and find out FOR the customer?.  Basically, once the customer leaves their conversation....the control is derailed, and they assume the customer will continue to check beyond that.  Why not keep the customer engaged and get all the info they can.  I'm really scratching my head.  Guess GM really wants to just fail.  Seriously?

[2MuchCoffee]

Not out of line in my opinion, Kids. It's hard for me to remember any product-based website team that really knew much more than I did, about the Enclave or anything else! Because of our great Forum here, we are all able to frame intelligent questions and are pretty good at knowing if we're getting any cheery BS, instead of hard information we can use.  I have consistently found my dealer's service folks to know a lot more than the website crowd. Maybe I'm spoiled because of having a first-class service department to work with. Maybe somebody in the GM stratosphere will note your post and take the time to explain themselves! 

2Much

[Gave20]

I use GM's online order guide.  it has all the info I need for ordering details.

Live chat and dealers are one in the same.

And you can get remote start (RPO BTV) on the terrain it's available on SLE-2 and standard on trims above.

[rbarrios]

remote start is available on the SLE-2 if the convenience package (PDD) is ordered(remote start and heated cloth seats).

and included in the SLT-1 SLT-2 and Denali trims.

[GoldEnclave]

 

[kidsenclave]

I use GM's online order guide.  it has all the info I need for ordering details.

Live chat and dealers are one in the same.

And you can get remote start (RPO BTV) on the terrain it's available on SLE-2 and standard on trims above.

Correct, according to the website.  But on Chevy's website, when you book out a base Equinox LS, on the last page of the options there's a remote start option for $120.  Why would it be available on the base Chevy, and not the up level GMC?  And even if it's not, my main point was that this chat person (all of them) have no way to look up stuff for the customer, all they do is say "see your dealer".  Don't you think it would be wise to keep the customer on hold in the chat window, and let them know they could call somewhere, a dealer, or SOMEWHERE and find out if that option could be had on the GMC?  Once they derail the customer, there's a huge chance that customer will not pursue it more.  But had I got my answer then, at least they have an opportunity to do something else with me still online with them.  The way they do it is, just pass the buck and HOPE I will call the dealer.

[Gave20]

I agree the GM sales staff and live chat, are very poor when it comes to product knowledge.  It's a shame the customers know more about available options and where to look then the people selling.  Internet sales are the same way.

I tried emailing several internet managers for the best price.  " well when can you come into the showroom so we can talk?"  I don't want to come into the showroom that's why I'm internet shopping.

[Plague]

Correct, according to the website.  But on Chevy's website, when you book out a base Equinox LS, on the last page of the options there's a remote start option for $120.  Why would it be available on the base Chevy, and not the up level GMC?  And even if it's not, my main point was that this chat person (all of them) have no way to look up stuff for the customer, all they do is say "see your dealer".  Don't you think it would be wise to keep the customer on hold in the chat window, and let them know they could call somewhere, a dealer, or SOMEWHERE and find out if that option could be had on the GMC?  Once they derail the customer, there's a huge chance that customer will not pursue it more.  But had I got my answer then, at least they have an opportunity to do something else with me still online with them.  The way they do it is, just pass the buck and HOPE I will call the dealer.

I understand what you are saying and their product knowledge isn't that great.  But, they could have meant to contact your dealer for after market options that the dealer could install.

And to be honest, the website information is correct.  I am surprised that the SLE-1 doesn't have it as an option, but I am not sure you will fine many SLE-1's on dealer lots. 

[Buick Customer Service]

Correct, according to the website.  But on Chevy's website, when you book out a base Equinox LS, on the last page of the options there's a remote start option for $120.  Why would it be available on the base Chevy, and not the up level GMC?  And even if it's not, my main point was that this chat person (all of them) have no way to look up stuff for the customer, all they do is say "see your dealer".  Don't you think it would be wise to keep the customer on hold in the chat window, and let them know they could call somewhere, a dealer, or SOMEWHERE and find out if that option could be had on the GMC?  Once they derail the customer, there's a huge chance that customer will not pursue it more.  But had I got my answer then, at least they have an opportunity to do something else with me still online with them.  The way they do it is, just pass the buck and HOPE I will call the dealer.

kidsenclave,
I am sorry to hear that you were not pleased with your experience up to this point. As rbarrios has stated, you are able to get the remote start in the convenience package on the SLE2 as an available option. It comes standard on the SLT1, SLT2 and the Denali.

The current MSRP for the Convenience Package (includes remote start and heated front driver and passenger cloth seats) is $440.00. Keep in mind that all prices provided represent the current Manufacturer’s Suggested Retail Price and do not include tax, title, license, dealer fees and optional or dealer installed equipment.

If you have any other questions please feel free to contact me anytime; I am always happy to help.
Thank you,
Stacy Buick Customer Service

[kidsenclave]

kidsenclave,
I am sorry to hear that you were not pleased with your experience up to this point. As rbarrios has stated, you are able to get the remote start in the convenience package on the SLE2 as an available option. It comes standard on the SLT1, SLT2 and the Denali.

The current MSRP for the Convenience Package (includes remote start and heated front driver and passenger cloth seats) is $440.00. Keep in mind that all prices provided represent the current Manufacturer’s Suggested Retail Price and do not include tax, title, license, dealer fees and optional or dealer installed equipment.

If you have any other questions please feel free to contact me anytime; I am always happy to help.
Thank you,
Stacy Buick Customer Service

Thanks for the reply.  seems to me that if Chevy can add a remote start without being in a package on the Equinox, the same would be for the Terrain.  They are the same electronics, same platform.  Seems like once you go to the GMC, there's no cheap way to get anything.....so that vehicle will be off our list.  I will look more into the Equinox.  That's part of my gripe.  My next one is, why can't the chat personnel give a call to a dealer, any one....or my local one, while I'm still engaged in the chat window?  Just passing the buck for the customer to make the next move is recipe for fail, a lot less of a percent will go the next step on their own.

[rbarrios]

on the Chevy order guide--
the Noxs are LS, 1LT, 2LT, LTZ

remote start is
available on the 1LT- with the PDD convenience package. (like the Terrain). (I got the PDD on my 2013 Nox).
availabe on the 2LT with a particular equipment group
standard on the LTZ

[kidsenclave]

on the Chevy order guide--
the Noxs are LS, 1LT, 2LT, LTZ

remote start is
available on the 1LT- with the PDD convenience package. (like the Terrain). (I got the PDD on my 2013 Nox).
availabe on the 2LT with a particular equipment group
standard on the LTZ

Go to www.chevrolet.com.  Get to the Equinox page.  I'll try and link it here, but not sure if it will take you exactly where it is.  But anyway, in the build your own section, you select trim....so select LS, then next page is color, then next page is more options, then the NEXT page, page 4, last one before summary, you will see "remote start" as the first one listed there for $120.  THAT's what I want the GMC to have available.
http://www.chevrolet.com/equinox-crossover-suv/build-your-own.html?x-zipcode=48842#eyJzZXJpZXMiOiIxTEYyNl8xTFMiLCJ2ZWhpY2xlRGF0YVNvdXJjZSI6ImNocm9tZSIsImNvbmZpZ3VyYXRpb25Hcm91cElkIjpudWxsLCJzcyI6Ikg0c0lBQUFBQUFBQUFIV09QUXJDUUJDRlB6TW9OcmFDZFM1Z0NnbUN6VVkyUm9ncERDR21GUVFyVzgvcU1UeUI3dml6UVkydkdiNDNNMjhHR01OK1FyKytFQnhPQkZXSmVoL2NXMXpQUjFkUURaSFV6cEhjR21Tem15SlJYaUlyVXlCbTZ4b216WkNxc1Rjbm5ob2hZUmp5am5oc2VORDVGbHlDQjczalFROTQwT01lOUFrUFJhSTdBMis4M0dYYzVkcW93M1d2dDNGTk92c2RVU1BHa0dESldQUGQvYU03VHNacFBXMEJBQUE9IiwidGFiIjoiQUNDRVNTT1JJRVMifQ==@

[Plague]

Go to www.chevrolet.com.  Get to the Equinox page.  I'll try and link it here, but not sure if it will take you exactly where it is.  But anyway, in the build your own section, you select trim....so select LS, then next page is color, then next page is more options, then the NEXT page, page 4, last one before summary, you will see "remote start" as the first one listed there for $120.  THAT's what I want the GMC to have available.

Interesting.  It might be slightly different than the factory remote start.  Says it won't work with OnStar. 

Kind of odd that it is listed.  I wonder what the differences are between that and the other remote start.  Also, says that it includes a hood latch.  I don't know, maybe it is a difference with something on the GMC hood latch so this doesn't work?  Also, no idea why this would include a different hood latch, unless that is where it is installed.

[rbarrios]

the chevy one-- would be dealer installed.
The latch is an updated latch--- that turns off remote start if the hood is opened.

All GM remote starts--- installed at dealer-- do not work with Onstar.
For Onstar remote start to work-- it has to be a factory installed unit.

I guess enough people wanted Onstar remote start with dealer installed unit--only to find it did not work-- GM put out a bulletin indicating that it wont work-- and has made its way to the web site...



this was also put out recently.

Accessory Remote Start Kits
September 6, 2012
When installing an accessory remote start kit on a 2010-2013 Equinox or Terrain, the correct kit part number must be used.

 

Since changes have been made to the Equinox and Terrain, there are three kit part numbers.

 

MY 2010/11 Kit 20981996 – includes latch PN 20941413. This kit should only be used for model years 2010/11.

 

MY 2012 Kit 22924978 – includes latch PN 22787039. This kit should only be used for model year 2012 and not for model year 2013.

 

MY 2013 Kit 22957875 – includes latch PN 22909711. This is the only kit to date for model year 2013. This kit will be ready for sale in the near future.

 

Prior to the required programming event, Techline Customer Support Center agents will verify the compatibility of the kit part number and model year.

 

[rbarrios]

kid--- by the way---

if you get either-- you can skip the factory tow hitch.

its only 1.25 inch and about $350 option.

I instead installed a 2 inch and added the wiring myself for a total of $182.

[Buick Customer Service]

Thanks for the reply.  seems to me that if Chevy can add a remote start without being in a package on the Equinox, the same would be for the Terrain.  They are the same electronics, same platform.  Seems like once you go to the GMC, there's no cheap way to get anything.....so that vehicle will be off our list.  I will look more into the Equinox.  That's part of my gripe.  My next one is, why can't the chat personnel give a call to a dealer, any one....or my local one, while I'm still engaged in the chat window?  Just passing the buck for the customer to make the next move is recipe for fail, a lot less of a percent will go the next step on their own.

kidsenclave,
To clear this up a little; rbarrios was correct. The remote start that you see on the Equinox site would be a dealer installed accessory. This same dealer installed accessory is available on the GMC Terrain. Take a look at the following link: http://www.gmaccessorieszone.com/GMC/en-US/Terrain/2013/Accessories/Electronics/Remote%20Start/

In regards to your frustrations with the chat agents, I have forwarded this on to the chat supervisor for further review. Again, I would like to apologize for the experience that you had. If you have any questions, comments or concerns please feel free to contact me anytime.
Thank you,
Stacy Buick Customer Service

[kidsenclave]

kidsenclave,
To clear this up a little; rbarrios was correct. The remote start that you see on the Equinox site would be a dealer installed accessory. This same dealer installed accessory is available on the GMC Terrain. Take a look at the following link: http://www.gmaccessorieszone.com/GMC/en-US/Terrain/2013/Accessories/Electronics/Remote%20Start/

In regards to your frustrations with the chat agents, I have forwarded this on to the chat supervisor for further review. Again, I would like to apologize for the experience that you had. If you have any questions, comments or concerns please feel free to contact me anytime.
Thank you,
Stacy Buick Customer Service

Thank you, you have answered my question.  That was what I was trying to have the chat person do, why couldn't they had access to the same information, link, that you just posted?  But anyway, thanks for digging deeper into this.  From now on, I'll just PM you with specific questions like this, if that's OK?

rbarrios:  Thanks for the additional information.  I don't have any desire for the Onstar, start the car with your phone, unless my wife would want to pay extra for the trim level to get the factory one.  Also, thanks for the tow hitch idea.  Was not really sure if we were going to get a hitch on the next vehicle, because we already have it on the Enclave.....so the bike rack can be used on that.

[rbarrios]

Thank you, you have answered my question.  That was what I was trying to have the chat person do, why couldn't they had access to the same information, link, that you just posted?  But anyway, thanks for digging deeper into this.  From now on, I'll just PM you with specific questions like this, if that's OK?

rbarrios:  Thanks for the additional information.  I don't have any desire for the Onstar, start the car with your phone, unless my wife would want to pay extra for the trim level to get the factory one.  Also, thanks for the tow hitch idea.  Was not really sure if we were going to get a hitch on the next vehicle, because we already have it on the Enclave.....so the bike rack can be used on that.

I pondered the same...
But the way I see it now.. is..

if the trip includes grandparents of others--- we take Traverse...
if the trip is only the 4 of us... we take the Equinox... and we can hookup the cargo rack or bike rack...

pretty much-- if we can take the Nox (gives better MPG) then ill drive it.
If we need more capacity-- we take the Traverse.

[Buick Customer Service]

Thank you, you have answered my question.  That was what I was trying to have the chat person do, why couldn't they had access to the same information, link, that you just posted?  But anyway, thanks for digging deeper into this.  From now on, I'll just PM you with specific questions like this, if that's OK?

rbarrios:  Thanks for the additional information.  I don't have any desire for the Onstar, start the car with your phone, unless my wife would want to pay extra for the trim level to get the factory one.  Also, thanks for the tow hitch idea.  Was not really sure if we were going to get a hitch on the next vehicle, because we already have it on the Enclave.....so the bike rack can be used on that.

kidsenclave
Please feel free to contact me anytime with any questions, comments or concerns that you may have. I am always happy to help!
Thank you,
Stacy Buick Customer Service