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Poll
Question: How do you rate your Buick dealer's service department?
EXCELLENT, always efficient and courteous - 142 (43.2%)
GOOD, gets things right most of the time - 63 (19.1%)
ACCEPTABLE, may try another dealer next time - 41 (12.5%)
TERRIBLE, will never go back - 23 (7%)
NEVER visited my Buick dealer's service dept - 60 (18.2%)
Total Voters: 327

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Author Topic: How do you rate your Buick dealer's service department?  (Read 40242 times, 61 Replies)
MRBUICK
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« on: August 10, 2007, 10:05:03 AM »

Excellent Grin
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« Reply #1 on: October 12, 2007, 11:20:50 AM »

I rate mine as" Excellent"
Always Courteous, offers door to door transportation and works with me on scheduling .
If I have a question they find out the information for me and if necessary call me back within a day or so.
I get a call to remind me of my appointment and their " Customer Service Rep." always calls me in a day or so to ask me about the Service Visit
And if I am satisfied everything was done as I requested.
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zman
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« Reply #2 on: October 12, 2007, 01:04:56 PM »

How about a "Thankfully I haven't been there enough to have an opinion" option?  Grin
« Last Edit: October 12, 2007, 01:06:31 PM by zman » Logged

2011 Enclave CXL-2 AWD Gray Green Metallic/Ebony, 20" Chrome Wheels, Sunroof, Trailering Package, Splash Guards, Engine Block Heater

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« Reply #3 on: October 12, 2007, 01:57:20 PM »

How about a "Thankfully I haven't been there enough to have an opinion" option?  Grin
Ditto

I've never visited my Buick dealer's service department.
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2013 Iridium Metallic Convenience Package

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MRBUICK
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« Reply #4 on: October 12, 2007, 02:18:30 PM »

Ditto

I've never visited my Buick dealer's service department.

I added that option to the poll. thumbs up
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MRBUICK/MODERATOR
08 Enclave CXL(Red Jewel)
05 Lesabre Limited Celebration Edition(Crimson Pearl)
92 Mercedes 500SL(Signal Red)
90 Cadillac Brougham d'Elegance(Black)
76 Cadillac Sedan deVille(Firethorn)
72 Chevrolet Monte Carlo(Black)
11 Ford Focus SEL(Black)
RIP 85/95 PARK AVES & 06LUCERNE
coop
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« Reply #5 on: October 12, 2007, 04:57:08 PM »

I have not used the service dept for any service work yet, but did visit them to have the transmission code upgrade. Now here is the story.....

I called the svc dept on tuesday to schedule an apt. The lady answered the phone didn't know about the voluntary recall, which was fine, I provided her the VIN number and she was able to locate it. Told me to pick anytime during the week, which was great I picked next day 9:30AM.

I arrived around 9:30AM next day, confronted by a fast talking less listening lady. I told her that I have a 9:30 apt for trans upgrade. She didn't know what the heck I am talking about (shouldn't it be in computer already?). Upon giving her the VIN number she still couldnt find anything regarding transmission, and said the only thing she sees is NAV software upgrade. Up on further looking she was able to find out. Took me two hours in an out.

The job was done right, I also told them to take care of the chrome trim surrounding driver side brake light, it was peeling. They fixed that right also.

The srvc dept was quiet old... they definitely need to update it, it is not good for spending a couple of hours, no high speed internet, though they do have jacks to hookup modems! (who uses dial-up, aside from cavemen?)

Anywho, since there are 2 more dealerships close to my home, I will try them next time before going back here.
« Last Edit: October 12, 2007, 04:59:38 PM by coop » Logged

Proud owner since 7/21/07 - Red Jewel CXL, AWD, Ent #4, Moonroof, Driver Conf, Lux Pkg,Trailer Pack, Cargo stuff,  Ebony Interior, 7 Passenger.
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« Reply #6 on: November 02, 2007, 11:20:34 PM »

My service department rates "Excellent"!  Started going there mid-2003, after purchasing my 04 Rendezvous at this dealer.  My sister, who took my 01 Olds minivan switched at this time to this dealers service department because we didn't care for the Olds dealer in town and the new dealers department was willing to do warranty work for her.  They have turned out to be totally terrific!  Flawless!  In fact we take them fruit baskets several times a year to show them we appreciate them.    angel
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~Gray is the new blonde~

♥Proud owner: Gold Mist Metallic, cashmere leather, CXL, FWD, 7 pass., entertainment package #1, confidence, luxury, sunroof/skylight
MRBUICK
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« Reply #7 on: March 25, 2008, 07:48:28 PM »

Rosita,
I thought no one else did things like that!!. I brought a large tray of cookies to my Buick dealer's service department at Christmas time.
They have maintained an excellent level of service for the 20+ years I have been going there. Cool

MRBUICK
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MRBUICK/MODERATOR
08 Enclave CXL(Red Jewel)
05 Lesabre Limited Celebration Edition(Crimson Pearl)
92 Mercedes 500SL(Signal Red)
90 Cadillac Brougham d'Elegance(Black)
76 Cadillac Sedan deVille(Firethorn)
72 Chevrolet Monte Carlo(Black)
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MLI11
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« Reply #8 on: April 09, 2008, 01:44:38 PM »

I had roof rails installed at my dealer.  The install was fine but they were dirty.  I don't have side steps so they stepped on the door sills to get a 'boost" and got the carpet dirty.  Then they had the audacity to ask me to rate them "10" in their survey!!
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MRBUICK
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« Reply #9 on: April 09, 2008, 02:13:03 PM »

MLI11
Welcome to the forum thumbs up
That would really annoy me about the dirty carpet. Rate them as you feel fit.
I have NEVER given my dealer other than a perfect score because they earned it.

MRBUICK
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MRBUICK/MODERATOR
08 Enclave CXL(Red Jewel)
05 Lesabre Limited Celebration Edition(Crimson Pearl)
92 Mercedes 500SL(Signal Red)
90 Cadillac Brougham d'Elegance(Black)
76 Cadillac Sedan deVille(Firethorn)
72 Chevrolet Monte Carlo(Black)
11 Ford Focus SEL(Black)
RIP 85/95 PARK AVES & 06LUCERNE
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« Reply #10 on: April 09, 2008, 04:44:11 PM »

I purchased an Enclave last month with a 10-12 week arrival date.  I will not be servicing it at the dealer, as he is too far away for regular visits.
Do you think that going to a dealer where I did not buy my car from affect service?
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junior7243
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« Reply #11 on: April 09, 2008, 04:52:05 PM »

In reality it shouldn't matter, as they are getting paid whether it's warranty work or not.  But there have been several members on here who have reported that when they took their Enclave for service to a different dealer, they were given attitudes.  I can't understand why they would care and should be happy to get the business regardless of where the car came from.
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MRBUICK
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« Reply #12 on: April 09, 2008, 04:52:44 PM »

A dealer usually makes more in service than in sales.
You shouldn't have a problem.

Good luck.

MRBUICK
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MRBUICK/MODERATOR
08 Enclave CXL(Red Jewel)
05 Lesabre Limited Celebration Edition(Crimson Pearl)
92 Mercedes 500SL(Signal Red)
90 Cadillac Brougham d'Elegance(Black)
76 Cadillac Sedan deVille(Firethorn)
72 Chevrolet Monte Carlo(Black)
11 Ford Focus SEL(Black)
RIP 85/95 PARK AVES & 06LUCERNE
colin
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« Reply #13 on: April 21, 2008, 08:52:30 AM »

I am thinking of trying out another dealer next time.  The past 2 trips for service left me somewhat dissatisfied.  The dealer has a drive through service bay where you meet with your Service Advisor to check-in your vehicle.  You discuss what is wrong, hand over the keys, sign the work order and done.  OK.  But when you pick up your vehicle you do not speak with your Service Advisor.  Instead, you go directly to the cashier who looks over the invoice and tells you that everything is OK.  I would prefer that I meet with the Service Advisor again who would explain in detail what the issues were and what work was done.  The irony is that GM will send you a survey to rate your Advisor and with the service described you have to wonder why GM Calls them "Advisor"when they don't advise on service but merely input the service request into the computer system.

My dealer also has a policy of requesting that you drop your car off in the early morning and leave it for every service request.  Appointments are made for a day - and not for a time.  They do provide a complimentary shuttle service to get you on your way, but, if I am looking for a simple oil change surely to goodness I should be able to get an appointment at a specific time and not be without my vehicle for most of the day.

My last service visit I was waiting over 45 minutes for my car to be delivered to me.  After going to the cashier to pick up my invoice (where I pay nothing as everything is covered by warranty), I was asked to wait as the service advisor wanted to speak with me.  After a 3 minute conversation with him, he told me that he would bring my car up for me.  I wait and wait and after a half an hour the service advisor came to me and asked if I were still waiting for the car.  I replied yes and he said he would go and get it.  Well, 15 minutes later I am frustrated and tired of waiting and go the cashier and request my keys.  The cashier asks for someone to go and get my car and 5 minutes later I am finally in my car.  Clearly a break-down in communication between the SA and cashier - but they work in the same area and both cashier and SA are able to see me sitting there waiting.  Both SA and cashier were clearly checked-out.

Finally, I have to ask why is it that your seats, mirrors, steering wheel and what not are never returned to the positions that you had them.  I am tall and I hate it when I go to sit into my vehicle after a service and cannot fit cause someone has moved the seats and whatnot and did not take the time to move them back.  I realize that they cannot get it back to the exact position in whci I had it, but when they get in the car and need to move these things to service it they should at least remember that they did move say the seat forward and to move the seat back when they finish the work.

There is a Buick dealer closer to me and I am will be checking them out next time.  My current dealer has not provided great service and has not always explained things thoroughly to me when I pick up my car. 

I have noticed that the service center rates at around 72% for completely satisfied  on GM's survey.  Isn't this somewhat low?

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colin
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« Reply #14 on: April 29, 2008, 08:10:46 AM »

Here is a follow-up to my earlier post.  The very same day that I made the earlier post my dealer called me to see if I would rate them "Completely Satisfied" on item 16 on the GM Satisfaction Questionnaire.  I replied no and explained what happened to me on my last visit.  The lady I spoke with said that she would send the details of my experience onto the Service Manager and have him call me to see what they could do so that I would rate them as Completely Satisfied.  Here's the kicker though - no one has called me yet.  Talk about a complete lack of follow through.  Seems that this is a systemic problem at that dealer.

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GerryL
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« Reply #15 on: July 13, 2008, 10:18:20 AM »

Here is a follow-up to my earlier post.  The very same day that I made the earlier post my dealer called me to see if I would rate them "Completely Satisfied" on item 16 on the GM Satisfaction Questionnaire.  I replied no and explained what happened to me on my last visit.  The lady I spoke with said that she would send the details of my experience onto the Service Manager and have him call me to see what they could do so that I would rate them as Completely Satisfied.  Here's the kicker though - no one has called me yet.  Talk about a complete lack of follow through.  Seems that this is a systemic problem at that dealer.


absolutely systemic... When I asked my dealer to balance a tire because I had a steering wheel vibration, he just rotated them and the vibration clearly moved to the back.  Also overfilled my oil by almost two quarts, (which is not acceptable to me).   When the underpaid office assistant called on "service followup", and wanted to know what they could do to make it right.  I told them they could reumburse me for having Discount tire do the balance that they should have done. She said, no problem,  the Service manager would call me back. Never happened.  I'm done with service there.
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MRBUICK
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« Reply #16 on: April 17, 2009, 03:09:26 PM »

There has not been a response on this poll for almost a year.
With the currect GM situation, and all our new members, I thought it was time to re-activate it.

MRBUICK
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MRBUICK/MODERATOR
08 Enclave CXL(Red Jewel)
05 Lesabre Limited Celebration Edition(Crimson Pearl)
92 Mercedes 500SL(Signal Red)
90 Cadillac Brougham d'Elegance(Black)
76 Cadillac Sedan deVille(Firethorn)
72 Chevrolet Monte Carlo(Black)
11 Ford Focus SEL(Black)
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« Reply #17 on: April 17, 2009, 04:04:00 PM »

Well I can't vote on polls on my phone but I am very satisfied with my dealers service dep. I forgot the coupons wed when I took it to have the oil changed and tires rotated and he automatically subtracted all available discounts and the $15 maintenance card we received in the mail.
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2009 Enclave CXL FWD Carbon Black, Dual Sunroofs, Ent. Package 1, Luxury, Driver Confidence, Towing, Heated Cooled Seats
Order Date: 8/1
Delivered to dealer: 9/22
Picked up: 9/23
Current Mileage: 12/13/10- 46,000
12/13/11- 63,000
When you turn your car on, does it return the favor?
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« Reply #18 on: July 03, 2009, 05:50:47 PM »

Only two minor visits......one to install splash guards and the second for the brake recall.  But, in neither case to I have anything even remotely resembling a complaint.  Thus far, the only way my dealer's Service Department could improve would be to relocate closer to my home.
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'09 CXL FWD (invoiced 9/4/08, delivered 12/18/08) replaced by a 2012 Subaru Outback 2.5 Limited on 3/16/12.  Added a Nissan Altima 2.5 SV on 3/2/16, a 2009 Buick Lucerne CXL on 4/21/15, and a 2002 Honda Accord SE on 5/22/14.
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« Reply #19 on: July 05, 2009, 10:06:28 PM »

I have to say that I received excellent service from a dealer in Yreka, California - a town of less than 10,000 people.  They did my first oil change and tire rotation and were accommodating, accurate and polite.

I took the Enclave to my purchasing dealer and it took 3 trips, (34 mile roundtrips,) to get the windshield wiper motor replaced and to make sure that the tire pressure monitor matched the actual pressure in the tires.  The first service advisor I dealt with wasn't prepared, even though I made a specific appointment for the windshield wiper motor, along with an oil change.  He didn't know about the recall and had to find it, order the part and send me back home, telling me he would call me when the part came in.  Well, he did call fairly promptly.  I couldn't get back in for about 1 1/2 weeks and then I called and made an appointment.  When I arrived, he was gone for the week, so another service advisor, which I liked better helped me, but he noted there was no appointment listed, nor any part on hold.  He finally found the part in the retail parts department.  They evidently put back into inventory.  After several hours in the waiting room, where the TV wasn't working, he came forth and announced that there was a nut that needed to be put onto this motor and they would have to order it.  So, another trip in to get it fixed.  This time they gave me a free rental car for a day.

While this was going on, the first trip rendered my tire pressure monitor to read 39 and 40 pounds PSI on cooled tires.  I asked them on the second trip to calibrate the monitor to the actual pressure.  Again, I came away with 39 and 40 PSI.  When the service advisor called, I mentioned it and he told me he found out that the tire tech had filled the tires with that much air, rather then keeping them at the recommended 35 PSI.  What a dufus. He had overinflated my tires.  So, needless to say, I wasn't happy.  Bottom line my tire pressure monitor is accurate and they put 35 PSI into my cold tires.  Then proceeded to educate me on how hot tires have higher pressure.  Really!  They could all be my children.  There is something about being a woman that makes men think we don't know these things.  But, then I guess that comes well deserved at times.  Grammas son, father and grandfather have all been journeyman mechanics, so I was somewhat educated.  My grandfather went to one of the first mechanic schools in Kansas City back in 1915.  The generation skipped me (which is ok with me).

So, do I look for another dealer???
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first Enclave: 2008 CXL-AWD blue-gold crystal, ebony leather interior,
New Enclave: 2014 CXL-AWD Champagne Silver, Hershey bar leather interior (My name for it), Loaded w/ lots of goodies, but no video this time.
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