Am I asking too much of my dealer?

[FEVER]

I called my dealer to ask about updating my ECM based on what I've read on the forum. He tells me they can do it but there would be a $95.00 diagnostic fee if the car was not brought in for any other problem. Do the dealers not get reimbursed for this service to their customers? I think I'm just going to call another dealer to see what their response is to my request.

[wullger]

Wow, that seems pretty crappy.

[BLACK10]

were in texas are you?

[ravensjeff]

Sounds about right. They will do the Service bulletin without any other problem, but not updates. Updates only done if you tell them you are having a problem that could be fixed by the update.

[FEVER]

Originally Posted by BLACK10

were in texas are you?

Longview.

[wullger]

Would they do it for no charge if you were also coming in for say, an oil change, I wonder?

If you're in Longview, I'm assuming that's Peters Chevrolet?

[FEVER]

Originally Posted by wullger

Would they do it for no charge if you were also coming in for say, an oil change, I wonder?

If you're in Longview, I'm assuming that's Peters Chevrolet?

Not sure if they would or not. Yes Peters is the dealer. I was hoping some other dealers would chime in here to see how they would handle their customer if they were asked to update the computer for them. I wouldn't ask anybody to do something for nothing but does GM support the dealers when they update an ECM?

Apparently not if there is no issue with the vehicle per ravensjeff.

I guess I could go back and loosen the spoiler nuts that I tightened up and turn them loose on that.
I believe customer service has lost ground the last few years.

[SlingShot]

If it ain't broke don't fix it .....

[FEVER]

Originally Posted by SlingShot

If it ain't broke don't fix it .....

Can't argue with that.

[HeavyD]

I know how a customer feels when they buy a new car and feel they are entitled to warranty work. I work at a dealership, heavy trucks, and I can tell you warranty doesn't pay very much at all! For the big rigs it is about 30-40%! You have to realize every time you bring your car in to check for an update it will cost the dealership in the long run with the combined time between the service writer/manager/ and the tech who hooks up to your car. Again, if there is no actual complaint an ECM reflash may not be a warrant-able claim and the dealer does not get paid. Everyone has the right to make a decent living. If no one is paying the bills, either you or GM, you can understand why some dealers do this. Not all dealers are the same. For what ever reason, they just have a way of doing business that works for them. You also have to realize that when it comes to warranty you are not the customer anymore, GM is. Why? Because GM pays the dealer, not you! Ultimately in the end the dealer is going to do what the paying customer wants. That being said, there are also dealers who double dip by charging both the owner and filing a warranty claim, which isn't right. As far as an ECM update, you should only have to give them your VIN and they should see if there is an update for your car and if it is something you NEED! Cars and trucks are different, but with Cummins diesels there are updates all the time. Most of them are not performance related, but just minor software tweeks here and there and even though they can be applied to an engine under warranty, not all of them are warranted. Some updates are to fix problems, but the engine has to experience a Check Engine Light first before they will pay. You can imagine if you bring your car into the service department and ask them to hook up to your car to check and your car doesn't need anything that will take at least 1/2 hour. $95 is standard flat rate just to hook up, why? Because they have to use a $2000 laptop and chances are the software they use to communicate with car is licensed from GM for another $1000 per year, per laptop! It is very expensive to have computers, believe it or not. If they only charged based on actual hook up time of 10 minutes or don't charge at all they would lose money every time.

[FEVER]

Originally Posted by HeavyD

I know how a customer feels when they buy a new car and feel they are entitled to warranty work. I work at a dealership, heavy trucks, and I can tell you warranty doesn't pay very much at all! For the big rigs it is about 30-40%! You have to realize every time you bring your car in to check for an update it will cost the dealership in the long run with the combined time between the service writer/manager/ and the tech who hooks up to your car. Again, if there is no actual complaint an ECM reflash may not be a warrant-able claim and the dealer does not get paid. Everyone has the right to make a decent living. If no one is paying the bills, either you or GM, you can understand why some dealers do this. Not all dealers are the same. For what ever reason, they just have a way of doing business that works for them. You also have to realize that when it comes to warranty you are not the customer anymore, GM is. Why? Because GM pays the dealer, not you! Ultimately in the end the dealer is going to do what the paying customer wants. That being said, there are also dealers who double dip by charging both the owner and filing a warranty claim, which isn't right. As far as an ECM update, you should only have to give them your VIN and they should see if there is an update for your car and if it is something you NEED! Cars and trucks are different, but with Cummins diesels there are updates all the time. Most of them are not performance related, but just minor software tweeks here and there and even though they can be applied to an engine under warranty, not all of them are warranted. Some updates are to fix problems, but the engine has to experience a Check Engine Light first before they will pay. You can imagine if you bring your car into the service department and ask them to hook up to your car to check and your car doesn't need anything that will take at least 1/2 hour. $95 is standard flat rate just to hook up, why? Because they have to use a $2000 laptop and chances are the software they use to communicate with car is licensed from GM for another $1000 per year, per laptop! It is very expensive to have computers, believe it or not. If they only charged based on actual hook up time of 10 minutes or don't charge at all they would lose money every time.

Thanks Heavy D. Your explanation helps to understand the dealership view. I have my own business and sell all kinds of truck accessories including Superchip tuners. When my customers need to update their tuners I never charge for it as a service "I" provide. No my computers don't cost $2000.00 nor do I pay licensing fees for the abilty to do this. I just feel this is something I owe my customer since he bought the product from me. I also feel this type of customer service pays me dividends in repeat business. Just different view points of customer service after the sale. Apparently I was expecting too much.

[CTS]

DO NOT assume that because there is a ecm update that applies to your vehicle, or that your vehicle will benefit from such an upgrade. It could have a negative impact, such as decrease in mpg.

[HeavyD]

Something else too. Sales and service are completely different financial departments within any dealership. The money they make on the sale is hardly every seen in the service department. From the customers point of view, yes, you have spent a lot of money and deserve good service. But from the dealers point of view, as soon as you roll into the service bay the service department is now taking of you. Sales is all done with you. There is nothing wrong with any business making an honest respectable profit. If you get a couple of free-bees from the service department, that is great, but actually they have lost money on you.