[Chevrolet Customer Svc]

I would like to introduce myself as a Customer Assistance Representative from the GM Social Media group. The GM Social Media team is responsible for scanning over sixty forums, including this one, in order to provide customer service to those who utilize them. While we are not able to provide technical assistance, 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. I can understand and appreciate you wanting to ensure that this is a legitimate outreach from GM. We are eager to be joining this online community and hope that we are able to provide some assistance here. Thank you.

Michelle, Chevrolet Customer Service.

 

[bullitt4204]

I'll start by stating how completly amazed and satisfied I have been with my recent purchase last month of my used 2010 Malibu LS from my local Chevrolet Dealer (Joseph chevrolet in Cincinnati, OH). The sales experience was quick and easy, and the service department there has treated me like I spent $100K on a car. I could not be more impressed with my Malibu, or my Chevrolet dealership!! Great Job!!!!

 

[DrivenDaily]

Michelle,

Can you define your duties and responsibilities here so all of us know what you can and can't do for us, please?

We are a growing community of Malibu owners, most of whom love our cars. I'm one of those as well. But regardless of how much we love our cars there will at times be issues with them. Resolving them quickly and with a real intent on the part of GM to make us truly satisfied owners will go a very long way to making us that much more sold on these cars. But the converse is true as well: half-hearted action will drive us away.

Our site is, as indicated, not connected to or obligated to GM in any way. While some of our members may work for GM in some capacity, that does not obligate them to comment or take the side of GM in any matter. Their participation on this forum is a form of free speech that MUST NOT endanger their employment status, whether at GM or a dealership or other business.

So, with all of that aside, welcome. We look forward to GM bringing us a measure of support through your activity here!

 

[Silver LTZ]

So you're back. I hope this time when myself or another Admin/Super Mod PM's you asking questions you respond.

Welcome back.

 

[08chevymalibultz]

Michelle,

I am glad you are back and really hope you can truly be some assistance to our members/owners. Many of us like our cars very much, while some of us have been Little more than upset/frustrated with some unfortunate problems/issues with our vehicles! I have had many issues fixed at my Dealership here in Connecticut but could really use your help and assistance. I am not looking for miracles but some true customer service assistance to help me resolve a remaining problem with my Malibu!

You are more than Welcome to IM me with any assistance that you can offer! or I can make the first IM to you, which ever you prefer! I am not a Administrator or a Moderator on this site, just a Member/owner of a GM product that is looking for help! If you rather go through one of them first, that,s fine with me too! What ever it takes to get some resolution to my problem/issue! #1 "Condensation in Headlight" #2 "Scrape Sound at Cold/temp Starts"

Thanks!


PS. "GM Social Media group" Are you employed/work for GM? I really hope this is not some kind of joke or game.

 

[xjken99]

Hi Michelle, I purchased (leased actually) my Malibu LS yesterday from Mike Castrucci Chevrolet in Milford Ohio. My experience with them could not have been better and I am very satisfied with the whole leasing and dealership experience. While I am very glad that bullitt4204 was equally satified with Joseph Chevrolet I was not at all. I live less than one mile from the Joseph Chevrolet and in fact I went there last Sunday and test drove a Malibu. They had advertised a Malibu LS for $159.00 a month, 36 months with $189.00 down. After driving the car I was then told by the salesman that the advertised deal was for one specfic car that was already sold and they had no more. The car I drove would be $248.00 a month. In fact the $159.00 a month lease was for former warranty loaner cars and actually had 2000 miles on them. Needless to say I recognize a bait and switch when I see one and decided right then I would not do bussiness with them. It is hard to believe that with everything GM and their dealers have been through the past few years they would still engage in this kind of deceptive practice. In the end it all worked out for the best and as I said I am very happy to this point. I was more than happy to drive 20+ miles to be treated fairly. For what it is worth I have brought my experience to the attention of Joseph Chevrolet via email.

One more thing, I have owned numerous GM vehicles over the years but, this is my first new GM product in about 31 years. The reason for that was the last two vehicle were money pits which drove me else where. I am giving GM another chance hoping that they have finally righted their ship. If that is true I will be happy to consider another GM product in 27 months.

 

[EnvoyBu]

Welcome (again). One major issue with the Generation 7 Malibu is a noise on start up. Apparently it mostly occurs with the V6, but a few I4 owners also have it. I personally have heard this noise on my two week old Malibu. Link to the thread...

http://www.chevymalibuforum.com/forums/showthread.php?t=6349

 

[Chevrolet Customer Svc]

Dear DrivenDaily and others on the forum,

I am a General Motors representative. I completely understand the hesitation to just go with the flow and say, "Hey, she is legit"; now days there are so many scams on the internet that you can't be too careful.

My presence on this forum as well as others that I interact with is not one to intimidate any owners. I am here to do my best to lend a helping hand. Here are some examples of situations that I have assisted with. I have provided recall information for people on other forums that have wondered if their vehicle was included in a certain recall that they were concerned with. I have assisted in such situations about an owner wanting to know if they have a certain option and/or feature on their vehicle, but the didn't know where to look for this information. I have been able to set up Service Request cases for those that have needed to have this done. I cannot provide you with specific details as to what qualifies a customer to have a case set up for them because each situation is totally unique. In which, I gather information and do research on my end to determine if the situation needs to taken a step further to get to a resolution. I can assist with setting up appointments at a dealership if any of you decide to take advantage of that. I can also assist in getting a person in to another dealership for a second opinion. These examples that I have provided for you are not limited to the above. As I stated each vehicle and person are unique. I can also provide information to those of you that may be in the market to purchase a new General Motors vehicle.

As I stated in my prior post, I am unable to provide diagnostic information because I am not a ASE Certified Tech. I cannot provide TSB information. TSB information is for our techs at the dealership. It is their choice to provide all our owners with that information. The reason that I am unable to provide the TSB information to you is due to the fact that the TSB may not be for all of you. You could be experiencing symptoms in your vehicle that seems like it is with a certain TSB document and have it be something that is not on that TSB at all. That is why we encourage you to take the vehicle to the dealership to have the issue properly diagnosed by one of our techs.

I hope that this information has helped you all to understand, at least a little bit of what my stance is on the forums.

Sincerely,
Michelle P., Chevrolet Customer Service

P.S. I thank you for the warm welcome.

 

[2Malibu4us]

Hi Michelle,
I am a MA resident.
2/22/11
I bought the 2011 Malibu LS 2.4L mid-January with less than 12 miles. Today, after fighting off the denial and disappointment, I had to drop it off at the dealership because of what seemed to be a major problem with the transmission. Luckily the dealership was on the way. This is my second malibu. My first was a 1999, and i bought it used with 53,000 miles. I didn't have a single problem with the 99 until well into the high 70,000 mile mark. My first payment is not even due yet, and the Brand New Mailibu is in for repairs?!?!?! Any advice or insight would be much appreciated.
2/24/11
The dealership is sticking to the, "that's what the warranty is for" line and they are really showing their true colors. I have found a rare few instances where the dealership is concerned enough about their customer (particularly repeat customer's) that they step-up and allow a switch. I fully understand the concept of warranties as well as the risks I took in making a new car purchase - that being said, the dealership should take the reins and handle the problem with GM, rather than tell their customer "it's not our car, we just sold it to you." . This is turning into a total disaster. The car has been in the shop 3 days now. No complete diagnosis, just that they think it might be the main seal. I don't want this car - and the dealership is acting like I am crazy?!?! Not even 3000 miles, I just made my first payment while my new car is currently disassembled in the shop. Is it nuts to think they should get me a new car to replace this one? I would think they would rather a satisfied, repeat customer, rather than forcing me to pursue Lemon law which will make nobody happy. This is my second Malibu from this dealership - what chance do I have for a replacement? Do you have any recommendations for other avenues to pursue? Could you provide a contact for the NE region?
3 days in the shop, towed to a transmission specialist, still no complete diagnosis after 3 full business days! Also, they have disassembled my entire car, less than 45 days after purchase - this is unacceptable to me - as a customer.
Thank you for any help you can provide.

 

[Chevrolet Customer Svc]

EnvoyBu,

I have read your post as well as the link that you have provided on your post. I apologize that I have not been in touch with you on this sooner. I have been out of the office for the beginning of the week ill.

Would you mind providing me the details as to what happens with your Malibu when you start it up? Please, be specific and let me know if you have had it into the dealership too.

I look forward to an update.

Sincerely,
Michelle P., Chevrolet Customer Service

 

[EnvoyBu]

EnvoyBu,

I have read your post as well as the link that you have provided on your post. I apologize that I have not been in touch with you on this sooner. I have been out of the office for the beginning of the week ill.

Would you mind providing me the details as to what happens with your Malibu when you start it up? Please, be specific and let me know if you have had it into the dealership too.

I look forward to an update.

Sincerely,
Michelle P., Chevrolet Customer Service

Michelle,

Don't worry about your absence. I completely understand. Anyhow, in colder weather (less than 32*F), whenever the car is started, a grinding/screeching noise is emitted from the car. It lasts about 2-10 seconds, depending on the weather. I called the dealership and asked about it, and they said to bring it in. I've been busy, so I haven't had a chance to do that. If it helps, the car was purchased from Ed Rinke Chevrolet.

Sincerely,
Luke S.

 

[Screechymon]

I find it comforting that a GM rep is here. However I'd like to hear less of "contact your local dealership" though... If it was that easy the forum would not be what it is today, And if it wasn't would GM have a social media group here?

I like what your doing, I not acquainted with your and the forum's past, but you are but one person acting in regards for a GM company, I think you might mention to GM the people of whom your in contact with, and maybe secure yourself an ase cert. tech. to lend a hand with questions your encountered with, (the nitty gritty) so to speak, The people who are going to do the modifications on their own, or maybe the out of warranty people who shouldn't be cast a'side, not saying that what your doing but more for the record.

I personally look forward to your beneficial presence you can possibly provide the forums.

-Screech

 

[Silver LTZ]

FYI this whole "Chevrolet Customer Svc" thing has me uneasy. This is not the first time they have been here. Driven sent a PM asking them some questions, as far as I know he has not gotten a response. I am still not 100% satisfied with their actions on here as of now. But they have paid AutoGuide this time, which is a step in the right direction.

 

[08chevymalibultz]

I agree with both of you but I really hope they can help! If they are going to just set an appointment with the Dealership or ask me to relay on just the Dealership, this is not going to work for me! I have already done this and this is one of the reason many of us are so upset / frustrated. I do understand some issues / Problems may be difficult to diagnose and figure out but there as been some lack of customer care on GM themselves as for help, if you ask my opinion! "Chevy Dealerships"

I have had many issues corrected / fixed on my car at my dealership but it has not been enjoyable by any means because it took sometimes several trips back an forth for them to finally find and fix one issue after another! My relationship with my Dealership has been good and have been talked to with respect and the same back to them. I do understand that many of the issues are GM/Manufacture errors and it is not the Technician/Dealerships fault and they are dealing with NOT just normal Schedule appointment in some case like regular Maintenance work but I think GM and the dealership need to work together to help serve the Customers by correcting any issues or problems a little better. Everyone would be happier when everything was said and done at the end of the day!

Now I have two issues currently going on with my Malibu! #1 The Scrape Sound when it is really cold outside, No matter if you Start it with the remote or Key, it happens. It happens for about 2 seconds then stops. I have not taken this Noise issue to my dealership yet but I have taken it to them for another Sound relating to starting the car with the Remote Start! That Noise is gone but now this Scrape that everyone is getting! Issue #2 My headlights, I had one headlights replaced “Passenger Side” when I first bought my car. Both headlights had Condensation Problems since day one, the passenger side being the worst but I would not dismiss the driver side because it also had the issue but not as severe! Dealership had replaced the Passenger Side but did not replace the Drivers-side. They said that water had to be collecting on the bottom of the headlight by GM Notes!

Now even though my Service Advisor is a nice guy he did not want to replace because of GM Comments relating to the Condensation Problem, Note: That GM Already Knows About! IF GM had not made such notes, My Dealership would have simply replaced my Headlight without question since they did see it for themselves that the Condensation Problem did exist! The only way this is going to get replaced is for a GM representative to give them the approval that is needed! If my Service advisor is asked if he has seen this problem on my car, He should Honestly without a doubt say YES! My Problem with that issue would be done!

I am sorry if I sound like a broken record and have repeated this over again but I just felt like I need to tell/make my situation and point more clearly! I really hope there is some real help for me and our members and want to thank you for your time and help. I really look forward with working with you to help me get some resolution to my problems!


Thanks,

08chevymalibultz

 

[08chevymalibultz]

Just my opinion:

The only way Michelle P. is going to help anyone here with their car troubles is if she has a Hotline to some Big Shot at GM who has the authority to make decisions and call your dealership and discuss your issue, and tell them how to fix your car and to (git-r-done.) Aint Gonna Happen!
She is part of Big Buisness efforts to be more proactive in dealing with customers. Is she even employed by GM? Or by some outsourced service.
Just like taking care of your own personnel health. You are incharge. Nobody is going to do it for you. True, it should be painless and easy to get your car fixed. In todays world, what is easy and painless?

Milo,

I agree and think you may be very correct! I have been thinking the same thing, it is like you had just read my thoughts / mind! I am hoping for the best and there is more to this than it appears!

There seems to be more than one person other than Michelle P. because I was contacted by a person named Tricia! There should also be a call back number along with a ID/Badge # for further assistance/reference, even a case# to each case but has not been provided with my issue! We will see what happens and where this will go??????

 

[DrivenDaily]

Guys and Gals,
Silver mentioned that I PM'd Michelle. She was delayed catching up on communiques. She returned my message with a short note that she will dig up the ansers to my questions and get them to me, plus she apologized for the delay and explained it with having been ill.

She and Tricia, who apparently share the use of the membership, are so far the only names we have to identify one person or another.

The response I get to my questions will be looked over by the staff of CMF and a post for all to read will be generated. So far, so good. Now we just need to exercise our patience a little.

I'm not sure if we'll find out if they actually work for GM, Chevy Division, or an outside entity this time, but I'm sure the question will be asked and we'll know soon enough.

 

[08chevymalibultz]

DrivenDaily, Thanks for the update! I truly hope Michelle and Tricia can be some help!

Michelle, Sorry to hear about you being ill, hope everything is well and you feel better!

Tricia, thanks for contacting me and if there anything you need from me to help resolve my issues, please let me know! Please excuse me if I have been a little skeptical about who you two represent!

Today there is a lot to worry about when giving out personal information without knowing for sure whom you are speaking to/with!

 

[Screechymon]

Today there is a lot to worry about when giving out personal information without know for sure whom you are speaking to/with!

Yeah for sure.

 

[douglas92000]

FYI this whole "Chevrolet Customer Svc" thing has me uneasy. This is not the first time they have been here. Driven sent a PM asking them some questions, as far as I know he has not gotten a response. I am still not 100% satisfied with their actions on here as of now. But they have paid AutoGuide this time, which is a step in the right direction.

Michelle requested in a PM my vin,name,address and phone number to assist in a problem i posted here. If she was legit and worked for GM the vin should be all she would need to contact me....."Something is rotten in the state of Denmark".....

 

[DrivenDaily]

I still haven't heard back from her on my questions, but she did post a quick response that said she and her team are working on getting the answers for me. Once she posts back our members should be able to have better info about her and her team. I expect it'll go a long way toward helping everyone to accept their presence this time around.