To my shock, the warranty company declined to cover the - Olde-Nuff
To my shock, the warranty company declined to cover the frozen Infotainment Display screen on my 2018 GMC Sierra -- after approving it originally -- because, I was told by Service Tech Brian Wilson and his Manager Tim G., there was a suction cup on the front of the screen. I asked why the tech didn't explain that I bought the accessory bracket to hold my phone in place after the screen failed so that I could see the GPS map for the rest of my cross-country trip.
I asked "Why didn't you take the bracket off, Brian, before you sent in a picture of the screen?"
Mr. Wilson's answer was, "How DO I KNOW when you bought it? You need to talk to your warranty company." Right? Why would I buy a dashboard bracket if the screen was working? And what difference WHEN I bought it? The screen was broken, as today's tech confirmed at Fitzgerald, as well as Earnhardt GMC's in Mesa, Arizona when I first turned in for repairs during a cross country trip.
Meanwhile, the warranty company had approved the replacement when Earnhardt submitted it six weeks earlier. Unfortunately, "supply chain issues" meant I had to leave before the new screen arrived. Now it's been rejected so I'm going to have to start all over again at another service center. Not only did Fitzgerald NOT fix the screen, but they broke the warranty claim in the process.
I asked for the manager and got connected with "Tim", who basically defended the techs.
(Yes, I admit that I called them all morons. And now I'm sorry, but that kind of customer service doesn't even rise to that level.)
I'm done with Fitzgerald and this is going to be the first of many, many times that I will tell my neighbors the story about the day the Gang of Morons in the Service Department at Fitzgerald GMC lost my business.
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