GM CANADA LACKING FAIR CUSTOMER SERVICE - Camaro5 Chevy Camaro Forum / Camaro ZL1, SS and V6 Forums

2012ZL1 · 08-10-2012, 04:05 PM

For those of you that have followed or been interested in the hood insert credit debacle, I received a call from GM Customer service about the hood insert credit this morning.

First let me say, there are what, 85 ZL1's sold in Canada for 2012 ? I feel honored to own one. My dealer has been excellent throughout the process. I love my car, I appreciate the workers, the builders,the engineers, the salesman,the managers and general managers, everyone else who built such a wonderful machine and supplied it to me to enjoy..
But, as honored as I feel, it is still just a car, and a retail purchase with a large company and a relatively large dollar amount. Yes, as honored as I am, I still expect fair and proper treatment from that company for my purchase.

Apparently, GM CANADA has no intention of providing an equality in the level of customer service and appreciation that GM U.S. does for U.S. customers.

They have denied any credit for the hood insert for Canadian customers.
This from the top guy at GM or so says the rep who has been working to try and get me the credit.

How unfortunate for GM Canada.

I, and others on this site, have been devoted General Motors customers for decades. Heck in my family that goes back several generations. That is all about to change.

Before someone rips me a new one for saying anything about how petty the amount involved is, realize that this is not about the money. Its about principle and customer satisfaction, Its about equality in the North American market, Its about fair business practices, free trade, its about treating customers right. The credit is but 1% of MSRP, and apparently that amount is worth losing customers over.

I, and anyone I have talked to on the subject, see no reason why Canadian customers should be treated any differently than their American counterparts with regard to this credit, other than GM Canada feels that we, as their customers, are simply not worth it.

If GM Canada feels (630.00 x 85 or $53,000 (if everyone got their credit) is worth losing hundreds of thousands no ..millions, in future vehicle sales, then no problem. But I find it bizarre. It goes against everything I know of customer service. forget the dollar value it just boggles the mind from purely a customer service perspective.

This may be the reason why GM Canada struggles to maintain Canadian customers when people can just go a few miles south and be treated like a king.
I know of several ZL1's in Canada that were brought up from or purchased in the U.S. by Canadians in this province alone. They got the credit. They bought it cheaper. Yes, because of GM Canada warranty sanctions they lost 6 mos. of warranty off the get go. seems a pittance. And why would such a sanction exist if every thing was fair one must ask themselves.
A part..even a part, made in Canada, purchased in Canada from GM Canada, is FOUR times the cost of the same part in the U.S. FOUR TIMES!. I priced a cylinder head a few days ago. 743.00 bought in Canada, 187.00 in the U.S. Don't believe me, price it yourself. Bare ZL1 cylinder head.

GM U.S had no problem in an 1800 some-odd vehicle credit amounting to over 1 million dollars to make their customers happy, and treat them with repect and what is fair.

In the last 2 years I have spent on vehicle purchases roughly $142,000 dollars. That has now ended. I will keep my current vehicles.
For the time being.

But.. I only keep vehicles an average of 2 to 3 years before getting something different. My next and all future business will, unfortunately be with another manufacturer, and before you shake your heads..yes I AM that stubborn.

If I set my mind to it there is nothing that is within my grasp of changing that I can't change.

When I was a little kid I was kinda chunky.I liked Hockey, but wasn't very good at it. I wanted to play goal and no one would let me. I decided I would be a goalie and I would be a good one. Went from "b" house league (lowest of low) to rep. level as a goalie in 1 year between Bantam and Peewee. Played right on up to Junior A hockey, never looked back.

I got rhumatoid arthritis to the degree I was hospitalized for over a month when I was 30, and told I wouldn't walk again. 2 small kids and a wife to support. 6 mos later I was walking about, 8 mos I was off all meds and still am. Doctors are still mystified.

Got diagnosed with cancer in 2006. Radiation, surgery the whole nine yards beat that. clear to this day.
Quit smoking after 25 years of smoking. Cold turkey in 1 day never looked back.. beat that.
So if anyone should doubt my resolve, think again.

Anyway just thought other Canadian customers of GM would like to know how thier car company feels about them, and how things work up here in the North.

blackcam2ss · 08-10-2012, 04:11 PM

in my opinion there should be no different between Canada and US customers, that’s just poor customer service!!

Bad@ssCamaro · 08-10-2012, 04:19 PM

I agree with what you say about the service level. Since GM is a global company, one would think that the credit would apply to all NORTH american vehicles. I stand by your convictions and I hope that you can get more people to agree and sway GM Canada to change their practices towards their customers.

2012ZL1 · 08-10-2012, 07:31 PM

Thanks.
Most people get what I am talking about here. Its really common sense.

Max536 · 08-10-2012, 08:39 PM

AMEN TO THAT!!!!! When I first picked up my ZL1, I looked like an idiot asking about the deduction of the ECF hood and they all kept telling me that there is no such thing. First no tracking Canadian ZL1's, then this.

p.s. Late congrats on beating cancer!

Fenderaddict2 · 08-10-2012, 11:28 PM

If it makes you feel any better, Ford of Canada is worse. No track day as Promised to Boss owners in Marketing Material and no Boss Owners Kit, which was announced as a "surprise." They charge nearly 10K more for the car north of the border, and give us less. I am a proud Canadian, but really, why have a GM or Ford Canada? It's a North American Auto Industry. Boo to both of them...

Zee-Ell-One · 08-10-2012, 11:37 PM

Quote:

Originally Posted by Fenderaddict2

If it makes you feel any better, Ford of Canada is worse. No track day as Promised to Boss owners in Marketing Material and no Boss Owners Kit, which was announced as a "surprise." They charge nearly 10K more for the car north of the border, and give us less. I am a proud Canadian, but really, why have a GM or Ford Canada? It's a North American Auto Industry. Boo to both of them...

I would be pissed too...

EH!

2012ZL1 · 08-11-2012, 09:19 AM

Well, at this point the next new car I buy is coming from down south guaranteed. I have had it with the Canadian treatment.
Just how dumb do you have to be as a company to not understand that customers here are not going to stand for inequality. There is NO reason for it other than greed.

If I could see a plausible reason of some kind I could maybe twist my mind around it, but there IS NO REASON. Its a very poor decision, and it will cost GM Canada millions of dollars in sales unfortunately.

So far, as it looks I would have saved 4600.00 buying the car South of the border for no explainable reason. Look, We are not buying vehicles from Turkey here. Its not being shipped across the sea. Its 5 miles to the south and in this case the bloody car is built in Canada.

This is very unfortunate too for dealers. There are some (most) excellent dealers in Canada who have to try to make a living in Canada trying to convince people to buy cars here when due to factors beyond thier control, the Canadian division of the company is making a very unlevel playing field for them.
It is much easier and cheaper to buy them in the U.S. I think companies like GM of Canada, and Ford of Canada have overstayed their welcome. There is no need for these entities if we as Canadians have to subsidize them to exist. For what? Jobs? nope. How many plants are left in Canada compared to 15 -20 years ago. We pay WAY too much in taxes here already, so...well I could write a book but my fingers are tired and I am way too depressed at this.

Happy_Dan · 08-11-2012, 10:55 AM

Let me ask you this. Did you get what you bought? Why are you looking for anything else. I don't think GM was under any obligation to give anyone a credit. Just be happy for the guys that got it. You got what you bought.

2012ZL1 · 08-13-2012, 01:16 PM

I had originally wanted black insert and black wheels. When it went on constraint I changed to carbon fiber and polished. So, no I did not get what I wanted

gm_joe · 08-13-2012, 01:56 PM

I feel the same way. There are many manufactures competing for your dollars. I value customer service more than the product itself, so I understand what you are feeling. In the end you must do what is right for you.

gm_joe · 08-13-2012, 01:58 PM

Quote:

Originally Posted by Happy_Dan

Let me ask you this. Did you get what you bought? Why are you looking for anything else. I don't think GM was under any obligation to give anyone a credit. Just be happy for the guys that got it. You got what you bought.

They were not obligated to give the credit, but they did. Why the different rules for Canadian customers?

Happy_Dan · 08-13-2012, 02:45 PM

Quote:

Originally Posted by gm_joe

They were not obligated to give the credit, but they did. Why the different rules for Canadian customers?

Good point, but you got what you ordered at the end of the day.
Sorry you are not happy though.

Hope you get some satisfaction, in the end you get the final vote .... with your wallet.

snapp32e · 08-13-2012, 03:32 PM

I'm on board with you 2012ZL1. Your 100% in saying it isn't about the $$ and in fact is just about the principal. The only reason auto manufactures do this is because they get away with it. If more people start speaking up and voicing their concerns about equality between what those south of the border are granted and what we receive then they are going to have to change their policies. We are purchasing customers the same as everyone else besides, what ever happen to the customer comes first? We are the ones they rely upon. I'm sure in the next 2 or 3 years when I decide to replace this ZL1 with the latest and greatest I will do a lot of research outside of GM and domestic vehicles in general.

08-10-2012, 04:05 PM	#1
2012ZL1 CaRaHoLiC Drives: '12 ZL1,67 Cam,68 Biscayne 427 4 sp Join Date: Aug 2011 Location: B.C. Canada Posts: 1,701	GM CANADA LACKING FAIR CUSTOMER SERVICE For those of you that have followed or been interested in the hood insert credit debacle, I received a call from GM Customer service about the hood insert credit this morning. First let me say, there are what, 85 ZL1's sold in Canada for 2012 ? I feel honored to own one. My dealer has been excellent throughout the process. I love my car, I appreciate the workers, the builders,the engineers, the salesman,the managers and general managers, everyone else who built such a wonderful machine and supplied it to me to enjoy.. But, as honored as I feel, it is still just a car, and a retail purchase with a large company and a relatively large dollar amount. Yes, as honored as I am, I still expect fair and proper treatment from that company for my purchase. Apparently, GM CANADA has no intention of providing an equality in the level of customer service and appreciation that GM U.S. does for U.S. customers. They have denied any credit for the hood insert for Canadian customers. This from the top guy at GM or so says the rep who has been working to try and get me the credit. How unfortunate for GM Canada. I, and others on this site, have been devoted General Motors customers for decades. Heck in my family that goes back several generations. That is all about to change. Before someone rips me a new one for saying anything about how petty the amount involved is, realize that this is not about the money. Its about principle and customer satisfaction, Its about equality in the North American market, Its about fair business practices, free trade, its about treating customers right. The credit is but 1% of MSRP, and apparently that amount is worth losing customers over. I, and anyone I have talked to on the subject, see no reason why Canadian customers should be treated any differently than their American counterparts with regard to this credit, other than GM Canada feels that we, as their customers, are simply not worth it. If GM Canada feels (630.00 x 85 or $53,000 (if everyone got their credit) is worth losing hundreds of thousands no ..millions, in future vehicle sales, then no problem. But I find it bizarre. It goes against everything I know of customer service. forget the dollar value it just boggles the mind from purely a customer service perspective. This may be the reason why GM Canada struggles to maintain Canadian customers when people can just go a few miles south and be treated like a king. I know of several ZL1's in Canada that were brought up from or purchased in the U.S. by Canadians in this province alone. They got the credit. They bought it cheaper. Yes, because of GM Canada warranty sanctions they lost 6 mos. of warranty off the get go. seems a pittance. And why would such a sanction exist if every thing was fair one must ask themselves. A part..even a part, made in Canada, purchased in Canada from GM Canada, is FOUR times the cost of the same part in the U.S. FOUR TIMES!. I priced a cylinder head a few days ago. 743.00 bought in Canada, 187.00 in the U.S. Don't believe me, price it yourself. Bare ZL1 cylinder head. GM U.S had no problem in an 1800 some-odd vehicle credit amounting to over 1 million dollars to make their customers happy, and treat them with repect and what is fair. In the last 2 years I have spent on vehicle purchases roughly $142,000 dollars. That has now ended. I will keep my current vehicles. For the time being. But.. I only keep vehicles an average of 2 to 3 years before getting something different. My next and all future business will, unfortunately be with another manufacturer, and before you shake your heads..yes I AM that stubborn. If I set my mind to it there is nothing that is within my grasp of changing that I can't change. When I was a little kid I was kinda chunky.I liked Hockey, but wasn't very good at it. I wanted to play goal and no one would let me. I decided I would be a goalie and I would be a good one. Went from "b" house league (lowest of low) to rep. level as a goalie in 1 year between Bantam and Peewee. Played right on up to Junior A hockey, never looked back. I got rhumatoid arthritis to the degree I was hospitalized for over a month when I was 30, and told I wouldn't walk again. 2 small kids and a wife to support. 6 mos later I was walking about, 8 mos I was off all meds and still am. Doctors are still mystified. Got diagnosed with cancer in 2006. Radiation, surgery the whole nine yards beat that. clear to this day. Quit smoking after 25 years of smoking. Cold turkey in 1 day never looked back.. beat that. So if anyone should doubt my resolve, think again. Anyway just thought other Canadian customers of GM would like to know how thier car company feels about them, and how things work up here in the North. __________________ 2012 ZL1 2.55 upper, 10" lower pullies, Innovators west billet hub and sfi balancer, solid blower drive isolator, 50 mm idler kit, full length S/S headers no cats, comp cams custom grind cam, comp roller rocker trunion kit, comp push rods,dual valve springs retainers and locks, Injector dynamics ID850 inectors, Rotofab ZL1 cold air kit, Lingenfelter 160 thermostat, Rotofab intercooler reservoir, stock plugs, LS7 90mm throttle body, GTO clutch reservoir mod, my own custom catch can, Tuning by Jannetty, install by me.

08-10-2012, 04:11 PM	#2
blackcam2ss Drives: 2013 ZL1 #659 Join Date: Aug 2011 Location: Tampa Posts: 151	in my opinion there should be no different between Canada and US customers, that’s just poor customer service!! __________________ Order# QKTDRT 2013 ZL1 Ashen Gray

08-10-2012, 04:19 PM	#3
Bad@ssCamaro BeckyD Rocks :-) Drives: 2015 1SS/1LE Join Date: Sep 2009 Location: CT Posts: 5,778 View My Garage	I agree with what you say about the service level. Since GM is a global company, one would think that the credit would apply to all NORTH american vehicles. I stand by your convictions and I hope that you can get more people to agree and sway GM Canada to change their practices towards their customers. __________________ 2015 CRT 1SS/1LE RS/Recaro's/NPP/Nav/Rear vision pkg./BA speaker upgrade. Stage 3 BMR cam, ARH 1 7/8 headers, CAI, BMR 1.25 drop springs, JPSS Billet Bushings, Peddars Cradle Bushings...460 whp...so far....SOLD, but not forgotten!

08-10-2012, 07:31 PM	#4
2012ZL1 CaRaHoLiC Drives: '12 ZL1,67 Cam,68 Biscayne 427 4 sp Join Date: Aug 2011 Location: B.C. Canada Posts: 1,701	Thanks. Most people get what I am talking about here. Its really common sense. __________________ 2012 ZL1 2.55 upper, 10" lower pullies, Innovators west billet hub and sfi balancer, solid blower drive isolator, 50 mm idler kit, full length S/S headers no cats, comp cams custom grind cam, comp roller rocker trunion kit, comp push rods,dual valve springs retainers and locks, Injector dynamics ID850 inectors, Rotofab ZL1 cold air kit, Lingenfelter 160 thermostat, Rotofab intercooler reservoir, stock plugs, LS7 90mm throttle body, GTO clutch reservoir mod, my own custom catch can, Tuning by Jannetty, install by me.

08-10-2012, 08:39 PM	#5
Max536 Drives: ‘12 ZL1 - ‘20 G63 AMG - ‘12 LP550-2 Join Date: Jan 2011 Location: Ottawa,Ontario,Canada. "EH" Posts: 296 View My Garage	AMEN TO THAT!!!!! When I first picked up my ZL1, I looked like an idiot asking about the deduction of the ECF hood and they all kept telling me that there is no such thing. First no tracking Canadian ZL1's, then this. p.s. Late congrats on beating cancer! Last edited by Max536; 08-10-2012 at 08:47 PM. Reason: Stuff

08-10-2012, 11:28 PM	#6
Fenderaddict2 Opinionated bugger! Drives: Boss 302, Mazda 2, Praga & Intrepid Join Date: Feb 2011 Location: Oakville Posts: 1,897 View My Garage	If it makes you feel any better, Ford of Canada is worse. No track day as Promised to Boss owners in Marketing Material and no Boss Owners Kit, which was announced as a "surprise." They charge nearly 10K more for the car north of the border, and give us less. I am a proud Canadian, but really, why have a GM or Ford Canada? It's a North American Auto Industry. Boo to both of them... __________________ Follow me on forums everywhere as Fenderaddict2 or my kid on the track and Twitter @fastmyles

08-11-2012, 09:19 AM	#8
2012ZL1 CaRaHoLiC Drives: '12 ZL1,67 Cam,68 Biscayne 427 4 sp Join Date: Aug 2011 Location: B.C. Canada Posts: 1,701	Well, at this point the next new car I buy is coming from down south guaranteed. I have had it with the Canadian treatment. Just how dumb do you have to be as a company to not understand that customers here are not going to stand for inequality. There is NO reason for it other than greed. If I could see a plausible reason of some kind I could maybe twist my mind around it, but there IS NO REASON. Its a very poor decision, and it will cost GM Canada millions of dollars in sales unfortunately. So far, as it looks I would have saved 4600.00 buying the car South of the border for no explainable reason. Look, We are not buying vehicles from Turkey here. Its not being shipped across the sea. Its 5 miles to the south and in this case the bloody car is built in Canada. This is very unfortunate too for dealers. There are some (most) excellent dealers in Canada who have to try to make a living in Canada trying to convince people to buy cars here when due to factors beyond thier control, the Canadian division of the company is making a very unlevel playing field for them. It is much easier and cheaper to buy them in the U.S. I think companies like GM of Canada, and Ford of Canada have overstayed their welcome. There is no need for these entities if we as Canadians have to subsidize them to exist. For what? Jobs? nope. How many plants are left in Canada compared to 15 -20 years ago. We pay WAY too much in taxes here already, so...well I could write a book but my fingers are tired and I am way too depressed at this. __________________ 2012 ZL1 2.55 upper, 10" lower pullies, Innovators west billet hub and sfi balancer, solid blower drive isolator, 50 mm idler kit, full length S/S headers no cats, comp cams custom grind cam, comp roller rocker trunion kit, comp push rods,dual valve springs retainers and locks, Injector dynamics ID850 inectors, Rotofab ZL1 cold air kit, Lingenfelter 160 thermostat, Rotofab intercooler reservoir, stock plugs, LS7 90mm throttle body, GTO clutch reservoir mod, my own custom catch can, Tuning by Jannetty, install by me. Last edited by 2012ZL1; 08-11-2012 at 09:41 AM.

08-11-2012, 10:55 AM	#9
Happy_Dan Happy_Dan Drives: 2012 IOM Camaro ZL1 #569 Join Date: Dec 2011 Location: New Boston, NH Posts: 2,239	Let me ask you this. Did you get what you bought? Why are you looking for anything else. I don't think GM was under any obligation to give anyone a credit. Just be happy for the guys that got it. You got what you bought.

08-13-2012, 01:16 PM	#10
2012ZL1 CaRaHoLiC Drives: '12 ZL1,67 Cam,68 Biscayne 427 4 sp Join Date: Aug 2011 Location: B.C. Canada Posts: 1,701	I had originally wanted black insert and black wheels. When it went on constraint I changed to carbon fiber and polished. So, no I did not get what I wanted __________________ 2012 ZL1 2.55 upper, 10" lower pullies, Innovators west billet hub and sfi balancer, solid blower drive isolator, 50 mm idler kit, full length S/S headers no cats, comp cams custom grind cam, comp roller rocker trunion kit, comp push rods,dual valve springs retainers and locks, Injector dynamics ID850 inectors, Rotofab ZL1 cold air kit, Lingenfelter 160 thermostat, Rotofab intercooler reservoir, stock plugs, LS7 90mm throttle body, GTO clutch reservoir mod, my own custom catch can, Tuning by Jannetty, install by me.

08-13-2012, 01:56 PM	#11
gm_joe Drives: 2002 Pontiac GP 40th GTP, 2012 ZL-1 Join Date: Dec 2011 Location: CT Posts: 172 View My Garage	I feel the same way. There are many manufactures competing for your dollars. I value customer service more than the product itself, so I understand what you are feeling. In the end you must do what is right for you.

08-13-2012, 03:32 PM	#14
snapp32e Drives: '81-Z28/'07-Tundra/'12-ZL1/'13-Jeep Join Date: Oct 2011 Location: Canada Posts: 529	I'm on board with you 2012ZL1. Your 100% in saying it isn't about the $$ and in fact is just about the principal. The only reason auto manufactures do this is because they get away with it. If more people start speaking up and voicing their concerns about equality between what those south of the border are granted and what we receive then they are going to have to change their policies. We are purchasing customers the same as everyone else besides, what ever happen to the customer comes first? We are the ones they rely upon. I'm sure in the next 2 or 3 years when I decide to replace this ZL1 with the latest and greatest I will do a lot of research outside of GM and domestic vehicles in general. __________________ ZL1 #612