My Review Of Everett Chevrolet Buick GMC:
My service visit was in January 2011, but having just discovered this site, I wanted to write a review, just to recognize what stellar service I received at Everett.
I'm not here to denigrate other dealerships, but it's part of the story. In August 2010, the BCM (Body Control Module) on my sister's 2001 Saturn LS200 failed, rendering the airbags, park/shift solenoid, and myriad other electric functions inactive. This car is nothing to look at, but the Ecotec motor runs sweetly, it gets good MPG, and it has low mileage, so it was well worth having the BCM replaced correctly.
Having been in auto parts previously, I knew that the BCM wasn't commonly offered in the aftermarket, and also knew that it was not worth trying a salvage unit. I removed the gauge cluster, radio, HVAC control and center console to check for any wiring shorts or burned-out grounds. Not finding any wiring problems, I ordered the part through my local dealer and showed up early on a Monday morning for its installation/programming. I already had removed the glovebox and old BCM to save that much time(labor). The programming of the new BCM corrected most of the issues, but the service tech failed to sync the new unit with the SDM (Sensor Deployment Module), meaning that the airbags weren't functional. (This also meant that the odometer wasn't reset correctly, and the remote keyfobs weren't working.)
This was about the time that the service managers began acting like the Saturn was some unknown foreign car for which they needed special service equipment. The Saturn LS was a clone of the Malibu/Cutlass/Vectra, built in Delaware, so I wasn't buying that. The car had to get back to Raleigh, so I accepted their suggestion that any GM dealership down there would try the replacement again. My sister took the car to a large dealership in Cary, who agreed to replace the BCM and reprogram it under warranty, but they needed my local dealer to cover the labor...guess what; no reply from the local dealer.
So, in January I had the car again to try to address the issue. The local dealer had the car for nearly 3 weeks, and finally, after several *rude* interactions, (the service manager was actually RUDE to my 80-year-old mother, who has bought so many cars there over the years) the service manager conceded that his department could not fix the car. Every excuse in the book. They did order a new BCM, and that's when I booked an appointment at Everett.
First of all, there were several signs welcoming Saturn owners to the garage. I was immediately greeted by a service writer (can't remember the name) who welcomed me and listened to the list of symptoms and attempted repairs. I was surprised that he listened so well, because then he passed my case to service writer Jonathan. Not that it mattered, because Jonathan listened to the whole story all over again both from the first service writer and from me. When I diagnose/maintain/repair any vehicle for a friend or family member, I am always sure to *explain* what I am doing and why, whether or not it makes a difference. Most garages or service departments seem to try to obscure what they are doing. Jonathan clearly explained that he understood the situation completely, and clearly described what the technician would do. Newly reassured, I retired to the wi-fi enabled lounge, and hoped this guy knew what he was talking about.
After about 1 1/2 hours, the car was ready. I asked Jonathan if this had been anything difficult, and he said it was a little bit tricky to reprogram the BCM, but you just had to do it right. Every one of the failed functions on the Saturn was restored. I left the Everett parking lot feeling absolutely jubilant, finally, after a 6-month hassle, able to text my sister that her car was fixed. It was such a pleasure to walk into the local dealer, hand in the mal-programmed BCM, and tell him that Everett had fixed it, and with *great* customer service. Would you believe that he replied "That's great, and they're not too far away." ?!!
I am a die-hard GM fanatic, and wish that every dealership offered the polite, intelligent service department like you do. I will gladly travel the 40 miles, bypassing 2 other dealers, the next time I need factory service.
Keep it up, and step it up...There's Yukon, Envoy, Impala, Suburban, Silverado, Vue, Sierra, Tahoe, & Aztek in the family, so I will keep high expectations.
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