DrivenDaily
03-09-2011, 04:36 AM
Who Chevy Customer Service is and what they offer to do for Members
A List of Questions and Answers:
Q: What are you specifically here to do? I mean, are you simply gathering info or are you here to actually assist with issues? How will you discharge those duties?
A: I am here on the forum to assist customers with any pre-purchase questions, product knowledge, part numbers, how certain parts work, as well as setting up appointments at dealerships. If a customer has a situation with their vehicle, we can also look at setting up a case and escalate the customers concern.
Q: Since I'm an Admin and we have 2 Super Moderators and another Admin, are you allowed to disclose information to us? Are you allowed to contact us personally since we are vested with the responsibility to keep our forum running well?
A: As I'm sure you can understand, GM has guidelines which would prohibit me from sharing customer information or interactions with you or any non-GM entity. If you have any general questions, I would be happy to answer them.
Q: What do you do with any information shared with you by any member? Is it kept confidential? Does it fall under the auspices of the HIPAA or not? What are you corporate policies regarding personally identifiable
information?
A: See above.
Q: Will you actually be responding to any public posts or questions to you?
A: Yes, we do respond to public posts. When we ask to do a private message it is because we need to get some personal information from the customer that we don't want posted on the wall.
Q: When a member posts a comment to one of yours will you be putting together a response and posting it in a timely manner, or will there be a 1- to 2-week delay like in the past and like it seems there currently is? Or will you continue to cruise the site looking for certain issues and then posting a public request for a PM and private info?
A: We will respond within a 48 hour period. Unless the question lands on the weekend in which case, we will respond the following business day. Certain topics we can publicly post to but, if we need to ask for certain information such as VIN and contact info we will respond with a private message.
Q: If we believe that anyone using your membership abuses it, who is the next level up supervisor, and who is the next one up above that person? (Names, phone numbers, AND emails, please.) This info will NOT be shared with the general membership but will be kept confidential. If anyone has an issue it will need to be passed through our staff and we will determine if it rises to the level of escalating it to you or them.
A: My supervisor is (Edit) and her phone number is (Edit) and her e-mail is (Edit). Her boss is (Edit), and his phone number is (Edit). (Edit)'s boss is (Edit), and her phone number is (Edit).
I hope that this information is what you have been waiting for.
Sincerely,
Michelle P., Chevrolet Customer Service/Social Media
A List of Questions and Answers:
Q: What are you specifically here to do? I mean, are you simply gathering info or are you here to actually assist with issues? How will you discharge those duties?
A: I am here on the forum to assist customers with any pre-purchase questions, product knowledge, part numbers, how certain parts work, as well as setting up appointments at dealerships. If a customer has a situation with their vehicle, we can also look at setting up a case and escalate the customers concern.
Q: Since I'm an Admin and we have 2 Super Moderators and another Admin, are you allowed to disclose information to us? Are you allowed to contact us personally since we are vested with the responsibility to keep our forum running well?
A: As I'm sure you can understand, GM has guidelines which would prohibit me from sharing customer information or interactions with you or any non-GM entity. If you have any general questions, I would be happy to answer them.
Q: What do you do with any information shared with you by any member? Is it kept confidential? Does it fall under the auspices of the HIPAA or not? What are you corporate policies regarding personally identifiable
information?
A: See above.
Q: Will you actually be responding to any public posts or questions to you?
A: Yes, we do respond to public posts. When we ask to do a private message it is because we need to get some personal information from the customer that we don't want posted on the wall.
Q: When a member posts a comment to one of yours will you be putting together a response and posting it in a timely manner, or will there be a 1- to 2-week delay like in the past and like it seems there currently is? Or will you continue to cruise the site looking for certain issues and then posting a public request for a PM and private info?
A: We will respond within a 48 hour period. Unless the question lands on the weekend in which case, we will respond the following business day. Certain topics we can publicly post to but, if we need to ask for certain information such as VIN and contact info we will respond with a private message.
Q: If we believe that anyone using your membership abuses it, who is the next level up supervisor, and who is the next one up above that person? (Names, phone numbers, AND emails, please.) This info will NOT be shared with the general membership but will be kept confidential. If anyone has an issue it will need to be passed through our staff and we will determine if it rises to the level of escalating it to you or them.
A: My supervisor is (Edit) and her phone number is (Edit) and her e-mail is (Edit). Her boss is (Edit), and his phone number is (Edit). (Edit)'s boss is (Edit), and her phone number is (Edit).
I hope that this information is what you have been waiting for.
Sincerely,
Michelle P., Chevrolet Customer Service/Social Media