I would like to introduce myself, my name is Michelle. As a Customer Assistance Representative from the GM Social Media team. The GM Social Media team is responsible for scanning around 40 forums, including this one, in order to provide customer service to those who utilize them. We are taking a more pro-active roll in monitoring forums and attempting to assist customers in certain situations. While we are not able to provide diagnostic and repair information, 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. We are excited to be joining this online community and hope that we are able to provide some assistance here. If anyone has any questions please feel free to send me a message.

Have an amazing day!

Michelle-GM Customer Service

Subscribed.

If anyone said they installed a tune, they were just kidding. :secret:

Hi Michelle. I got a long story for you maybe you can help me My car has had so many problems its been in service almost every month last thing they did was rebuild the transmission and now after being without a car for a month i got it back and the transmission is making weird noses until it warms up and also i noticed loud bang when I go over bumps on the highway it sounds like rocks are hitting my car from underneath so i think something is loose. basically its a disaster. I contacted GM executive office and they seemed to be no help. Maybe you can do something for me to help me out with this car G8 is a nice car but i think mine is a lemon. You can send me a PM if you think you can help me out

Subscribing.

My 2 cents: wait for people to contact you with questions and problems and try to help them out. Going into other posts "hi this is GM and I read your post..." might not make people happy. For example I did I search on what other posts you've contributed to and someone made a thread about how his traction control would not disable. You posted "hey I noticed you have a 2009 why not take it in for warranty to a GM dealer". Well, I'm sure that guy knows if his warranty has expired or not. He's asking other G8 enthusiasts if the problem has happened to anyone else, and probably doesnt want someone who can threaten his existing warranty based on what he says on this forum to read anything he says, I know I dont. If you were a GM engineer who could comment on his specific problem and answer his question, thats one thing, but a customer service rep suggesting "take it to the dealer" is probably not going to make anyone happy.

I would like to introduce myself, my name is Michelle. As a Customer Assistance Representative from the GM Social Media team. The GM Social Media team is responsible for scanning around 40 forums, including this one, in order to provide customer service to those who utilize them. We are taking a more pro-active roll in monitoring forums and attempting to assist customers in certain situations. While we are not able to provide diagnostic and repair information, 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. We are excited to be joining this online community and hope that we are able to provide some assistance here. If anyone has any questions please feel free to send me a message.

Have an amazing day!

Michelle-GM Customer Service

hi michelle -

it seems your post came at a good time for me. i ask that you read my thread (i posted the link below) - and read the most recent happenings I posted yesterday. I do have GM customer service involved and a case number, however, I am not having a lot of luck on that route. i am pretty much desperate at this point and would be thrilled if there's something you can do for me:

http://www.g8board.com/forums/showthread.php?t=38355

thanks.

that makes two of us

Why can't I see your public profile?

Well, I suppose this is better than nothing....

I am an ex-GM (PBG) dealership service writer, I had a 95+% CSI rating and left because of the crap that goes on in dealerships. Since I left, I have needed a few minor warranty concerns corrected. This turned into a disaster... I have been lied to, told things were repaired and they haven't been & even had my interior scratched (and then replaced under warranty!).

Since the dealership I visited is part of the franchise I used to work for, I have not contacted GM, but now I wonder what GM's position would be on concerns like mine. Any input would be appreciated. Thanks for your time and effort in assisting the forum world.

Hi Michelle, welcome to the G8board!

I'm having a problem maybe you can help with. Recently I went out & did burnouts in my G8GT for half the afternoon, straightline, sideways, figure 8's, you name it. The car performed flawlessly, but I've noticed the rear tires wearing out quickly, can you help?

Mike

PS: joking!

Maybe you can do something for me to help me out with this car G8 is a nice car but i think mine is a lemon. You can send me a PM if you think you can help me out

Contact your state atty generals office and get the rules for your states lemon laws. If you live in a lemon law state contact the BBB and start the arbitration process. It is pretty easy and painless and the BBB is really good at handling this stuff.

if anyone said they installed a tune, they were just kidding. :secret:


lmao:)

'Installing a tune' = hooking up the Ipod to the aux connection.

'Installing a tune' = hooking up the Ipod to the aux connection.

Yes.

Mods? Tune? CAI? I know nothing of these strange words you speak of. I have a completely bone stock car. I pinky swear!

Glad to have you.

Hello, any info on the rumored 2012 Chevy SS?

We all want to know :)

For some strange reason I see lots of G8's having voided warranties in the near future.

To Michelle/GM Customer Service,
Welcome, It would be nice if GM would make the Bluetooth equipped On-Star control box (module) available to owners of early 2009 G8s. Since Bluetooth was supposed to be availiable for model year 2009. (I read this in a car magazine. I don't have exact source.) If GM would sell me a new module ( should be free actually) It is possible to have this new module made VIN specific to my car and have On-Star do a hardware change. This has been successfully done a number of times.
With the plethora of new and newest On-Star features i.e. stolen vehicle shut-down, I-phone apps (remote-start car from phone etc.) That are not availiable to 2009 G8 owners that are On-Star subscribers. I am seriously considering not renewing my On-Star subscription. On another note, your will find that you will read many complaints about dealer service. Being that G8 was sourced from Australia, Dealers don't seem to know how to work on the G8. Perhaps for any future models (2012 Chevrolet?)GM will ensure that there is proper training to it's technicians for repair work. You will also probably read about G8 owners being more knowledgable about the G8 than the dealer. To conclude, I purchased my G8 Dec. 02 2008. At this time GM was on the verge of going bankrupt. It was very disappointing to find that my car didn't have Bluetooth, even though there are steering wheel controls in my car.

Thank-you, move-over

I dont think we wil get any help from Michelle. I send her a private message about my issue and the answer i got was you already have a case work with that person. The reson I contacted Michelle is becuse i am not getting any help form the person i am already dealing with. This is tipical GM they give you run arround untill you cannot take it anymore and just give up.

For some strange reason I see lots of G8's having voided warranties in the near future."The sky is falling! The sky is falling!" ;)

I dont think we wil get any help from Michelle. I send her a private message about my issue and the answer i got was you already have a case work with that person. The reson I contacted Michelle is becuse i am not getting any help form the person i am already dealing with. This is tipical GM they give you run arround untill you cannot take it anymore and just give up.

How about we give her a chance before we start crying foul folks. I don't want this thread to turn negative. She didn't have to come in here and announce herself, she could have just lurked or hidden behind an anonymous forum name. She didn't, she came in and said "here I am. Can I help?" So lets help her to help us by being nice.

subscribed

Gr8lover,

I completely understand your hesitation to believe that I am a true General Motors Customer Service Agent. I have been taken by scams and it makes people quite leery of you.

If you would like further details about who I am don’t hesitate to contact me.

I am on this forum as well as other forums to assist people with their General Motors question and/or concerns.

I hope that you have a great weekend!
Michelle P., GM Customer Service

Gr8lover,

I completely understand your hesitation to believe that I am a true General Motors Customer Service Agent. I have been taken by scams and it makes people quite leery of you.

If you would like further details about who I am don’t hesitate to contact me.

I am on this forum as well as other forums to assist people with their General Motors question and/or concerns.

I hope that you have a great weekend!
Michelle P., GM Customer Service

Thanks Michelle... I am a bit leary because the original posting was quite a while back and you never responded back until recently.

I think it is a great idea that GM has people looking for concerns and there to assist. I love GM and will never own anyother car/truck other than a GM however GM has some issues with Dealers and how they treat customers... I hope things are going in the right direction.

Just curious, I wonder if there a good way to coordinate our issues, ranging from dealer issues to car issues..... random posts (unless they are all answered promptly could cause some stress...)

We all know there is an escalation process but many do not know exactly how to intiate this process.... do you have instructions on how to escalate issues if we feel they are not being resolved? we would love to see that....

also is there a website that people can go to see all TSB or issues related to their cars?.... would love to see that also...

Welcome to the forums and hopefully many find help and assistance from you. It is a good start!!!!

Wow, this turned out pleasant. :wink2:

I mean that; not trying to be sarcastic. Honestly, I was watching it in case it turned into a :The_Villagers::The_Villagers::The_Villagers:

LOL It definitely went better than I was expecting as well!!

Just curious, I wonder if there a good way to coordinate our issues, ranging from dealer issues to car issues..... random posts (unless they are all answered promptly could cause some stress...)

We all know there is an escalation process but many do not know exactly how to intiate this process.... do you have instructions on how to escalate issues if we feel they are not being resolved? we would love to see that....

also is there a website that people can go to see all TSB or issues related to their cars?.... would love to see that also...

Very good questions. Subscribed!

Michelle's success at her task hinges on participation as does the forum in general.
I don't think she'd do something counterproductive to her goals or ours.
As Omicron pointed out, she could very well have viewed everything as a guest if she had sinister motives.

Her public presence and willingness to help is welcomed.
Thank you Michelle and thank you to everyone for giving her a chance.

................

Hi Michelle,
Can you please bring back Pontiac?

Hi Michelle,
Can you please bring back Pontiac?


Ditto!!

Gr8lover,

You’re welcome. I apologize for the lengthy time delay in my responses.

Thank you for the warm welcome. I really enjoy interacting with all of you. I completely agree with your point of view concerning dealerships and customer service. I am working hard to do my best to give you all the service that you deserve.

Please, allow me about 48 hours to discussion your question of organizing the issues on the forum. I would like to run this by my management team to better assist you with this. I think that we can all put our brains together and come up with something that will be more productive for us all. 

There are multiple ways to get your questions answered and concerns noticed. Of course, any of you can contact me via public post or private message. For those of you that feel more comfortable talking with someone on the telephone you can find the Pontiac Customer Assistance Center toll free telephone number in your owner’s manual. I know that there are several dealerships that have online survey’s that can be completed. On GM.com, there is a tab that can be used to provide feedback to General Motors too. These are just a few avenues that can be used. Please, keep in mind that the avenues to use will also depend on the situation and everyone’s situation is unique.

In regards to TSB information being posted; per my job guidelines, I am unable to post TSB information. As most of you, if not all of you, already know this information is for the techs at the dealerships. I do know that the techs may choose to provide this information to you, the customer, but I can’t. One reason that I am not able to do this is due to the fact that one person might be having the symptoms on their vehicle that may read to be the same as the information in the TSB but it is a totally different issue. Another reason that I am not able to give out this information is due to the fact that I am not a certified mechanic. I am sure that you understand where I am coming from about this.

I am hoping to be able to assist many throughout the forum.

Sincerely,
Michelle P., GM Customer Service

Perhaps,

As I had stated to G8lover, I really enjoy interacting with you all of you on the forum. There are times that I am not able to provide the answer that we all hope to get but I will do my best to assist all the members that choose to contact me with their concerns and questions.

You are very welcome, Perhaps. I too want to say thank you to all of those who have provided me with a chance to interact with them on here.

Sincerely,
Michelle P., GM Customer Service

Rich-n-Texas,

LOL, thank you for the laugh this morning! We are currently working with our management team to see what we can do about getting our pictures taken to be able to have them on the forums. I have no time frame as to when and if this is going to happen, but it is being discussed.

Sincerely,
Michelle P., GM Customer Service

Harddivet and GXPaycheck,

Thank you for that question. I would also like to thank you for thinking that I have that much power behind me. LOL

I would love to be able to bring the Pontiac bran back, but as you all know I am not in that position. However, I have documented your post about your desire to have the brand back into production.

Sincerely,
Michelle P., GM Customer Service

I want Pontiac back too. It filled a gapping hole in GM's lineup that I don't see line of sight to get it filled. You don't make a sporty import fighter anymore. Chevy is too bland, Buick is too "old" and really wimped out on the Regal GS, and Cadillac is too expensive for a lot of the people that bought Pontiacs.

Hi Michelle, thank you for your concern.

I can't understand why the bean-counters at GM killed sporty-upscale Oldsmobile and then converted Cadillac from luxury to sporty-upscale. Then they killed sporty-affordable Pontiac and are unsuccessfully trying to convert Buick from upscale to sporty-affordable. They also killed Saturn just as it was starting to sell quality fun-to-drive fuel-efficient Opel designs. It would have been smarter to make GMC a dedicated commercial truck division, kill off Buick (stick Buick emblems on cars sold in China), and split the Opel models between Saturn and Pontiac, with one brand more upscale than the other (to regain Oldsmobile market share).

PaFromFL,

I have read your post about your disappointment with the discontinuation of the Pontiac brand. I was disappointed with this decision as well.

Your post and ideas have been documented.

I hope that you have a great weekend!

Michelle P., GM Customer Service

Dear GMCustomService

Just wanted to jump in here and say that I think its great that GM in the US are taking an interest in their brands and trying to both assist the owners and understand their issues better via interaction through forums such as these.

However...................its a shame the same can't be said for Holden who make the G8. As a member of a Commodore Club in Aust and a few other Commodore forums, it's pretty damn sad that GMH (General Motors Holden) don't take the same approach and try extend their customer service beyond the dealership which is average at best. It may sound harsh, but I got a rough deal from the dealer on a specific issue and Holden HO were of no assistance at all. Needless to say, it cost me big $$ due to a dealer not being forthright with the truth and GMH washing their hands of the whole thing......

Holden seriously need to assess the way they interact with their buying public and not take their customers for granted. If we have an a legitimate issue with a dealer, we expect Holden to jump in and provide assistance, not just refer us back to the dealer.

For anyone from GMH who may end up reading this, the dealer who sold me the car used to send me letters reminding me to bring my "Astra" back for a service. If you can't get the details right (i.e. it's a 60th Anniversary Edition SSV, not a 4 cyclinder import!!!), why should I even think about bringing my baby back to you!

Yes I'm having a rant, but only because Holden should look after customers rather than just producing the vehicle and letting the dealer run roughshod over them. I suspect if GM, not Holden conducted a survey of their Australian customers of their experience in dealing with GMH and the dealer, you'd get some interesting results.

This is not what you are expecting to receive in this thread, especially from Aust, but unless someone amps up, nothing will change.

Greetings Michelle!
There seems to be a lot of differing opinions from dealers about whether or not front strut bushings are collapsed. Can we get a definitive answer from GM engineers as to what constitutes a collapsed bushing? I know mine look pretty bad but the dealer says they are OK, yet other dealers take one look and replace them. Some quality guidance would help here.

Thanx!

New GM old GM customer services policies
http://www.reuters.com/article/2011/08/19/gm-impala-lawsuit-idUSN1E77I0Z820110819

FYI Michelle I really like my new F150 Ecoboost!

Greetings Michelle!

Michelle could you post some guidelines on issue resolution steps.

1st Service manager
2nd Dealer General manager
3rd ........

In addition could you post the best method for providing feedback for exceptional service for a service advisor or dealer. I have had one dealer go through exceptional efforts to resolve issues with my Buick, and think the customers should provide that feedback as well.

I would like to accolades and rewards to the dealers \ service advisors who know the meaning of customer service.

New GM old GM customer services policies
http://www.reuters.com/article/2011/08/19/gm-impala-lawsuit-idUSN1E77I0Z820110819

FYI Michelle I really like my new F150 Ecoboost!

Taking shady to new heights, got to love GM.

Hey gang, this is Michelle Phillips from the General Motors Social Media team. I hope that you are doing well on this awesome day.

I am posting this to provide all of you with a heads up of two people that will be assisting me with my forums. Jeff Morris and Tricia Marie will be appearing on this forum as well as my other forums in my absence. As of 5:30pm EST today (8/23/11), through September 7, 2011 I will not be in the office. This leave of absence is due to my daughter having surgery so I will be at home with her to help her recover.

It will be quite the adjustment not to be on the forum, but I look forward to coming back and seeing all of you on September 8th at 10:30am EST.

Sincerely,
Michelle Phillips, GM Social Media

Hope all goes well with your daughter's surgery. Ultimately that is more important than someones car or how dealer treated them.

Thanks for the heads up, Michelle and crew. and best of luck in your daughter's surgury.

--zepcom

Get well soon to her!

Hope everything goes ok.

Sent from my ADR6300 using AutoGuide App

The important things come first. Take all the time you need.
We'll be here when you get back. :)

I hope your team will step in here and introduce themselves as you did.
They are welcome to do so.

Hope all goes. I also hope for a speedy recovery.

Best of luck with your daughters surgery. I hope all goes smoothly as anticipated and that she has a speedy recovery.

Greetings Michelle!
There seems to be a lot of differing opinions from dealers about whether or not front strut bushings are collapsed. Can we get a definitive answer from GM engineers as to what constitutes a collapsed bushing? I know mine look pretty bad but the dealer says they are OK, yet other dealers take one look and replace them. Some quality guidance would help here.

Thanx!

Hi GXPaycheck,

I apologize for the delay in response – I’m filling in for Michelle while she’s gone. Unfortunately, we are unable to get in touch with engineering regarding these kinds of questions. I’m sorry that I couldn’t be of more assistance.

Thanks,
Laura
GM Customer Service

Laura,

Can you give us an idea of what you CAN do to assist? Sorry if I seem like a grouch, but I've just had two run-ins with two DIFFERENT GM dealers in the past TWO days. Typically the response I see to questions is "have you taken your car in to a dealer to talk to them about this" or something similar. The dealers are one of GM's (and Ford & Chrysler) main disadvantages. I would hope we can get more assistance from GM corporate because we don't get much from the dealers. We are constantly treated as adversaries instead of customers.

Sorry--I'm barking up the wrong tree slightly, but at the end of the day, WE are the customers and it doesn't matter who we're talking to at GM, you all should be concerned with customer service, regardless of if it is your job or if it takes a bit of arm twisting to make it happen.

We'd all love to see GM excel in this area...

Hi GXPaycheck,

I apologize for the delay in response – I’m filling in for Michelle while she’s gone. Unfortunately, we are unable to get in touch with engineering regarding these kinds of questions. I’m sorry that I couldn’t be of more assistance.

Thanks,
Laura
GM Customer Service

Hi GXPaycheck,

I apologize for the delay in response – I’m filling in for Michelle while she’s gone. Unfortunately, we are unable to get in touch with engineering regarding these kinds of questions. I’m sorry that I couldn’t be of more assistance.

Thanks,
Laura
GM Customer Service

Thanx Laura, and welcome!

I hope the inability to contact them is because they are out to lunch!
Being able to answer these questions are what separates a good company from a bad one. Please keep trying. Being on these boards and helping owners out is a good thing. Hopefully those folks farther up the food chain will be more cooperative.

Thanx Laura, and welcome!

I hope the inability to contact them is because they are out to lunch!
Being able to answer these questions are what separates a good company from a bad one. Please keep trying. Being on these boards and helping owners out is a good thing. Hopefully those folks farther up the food chain will be more cooperative.

Well said.

Greetings Michelle!

Michelle could you post some guidelines on issue resolution steps.

1st Service manager
2nd Dealer General manager
3rd ........

In addition could you post the best method for providing feedback for exceptional service for a service advisor or dealer. I have had one dealer go through exceptional efforts to resolve issues with my Buick, and think the customers should provide that feedback as well.

I would like to accolades and rewards to the dealers \ service advisors who know the meaning of customer service.

Hello Fast4drss, my suggestion for issue resolution steps is to work with your service advisor first. If they don’t address your concerns, speak with your service manager AND Pontiac Customer Assistance. This way we can work with your dealer to come to the quickest and best resolution for you.

In terms of providing dealer feedback, you can always contact me and I can document a dealership compliment so your positive feedback can be heard.

Thanks,
Laura
GM Customer Service