Winkle Hummer, Reno, NV

[HummBebe]

Lets see the obilgitory response from Chad.!

I'll post the email he sent back to me, and we can compare

[PARAGON]

Originally Posted by HummBebe

Lets see the obilgitory response from Chad.!

I'll post the email he sent back to me, and we can compare

You received a response? Apparently I wasn't nice enough to receive one from Chad nor Rod.

I even warned that this could become a very bad marketing angle for them. Too bad, really.

[HummBebe]

Subject:Re: Some help please...Date:Wed, 11 Oct 2006 14:28:00 -0800From:"chadhall" <info@rodhall.com>To:Jacquelyne
Jacquelyne,

I understand your friends problem from being so far away. Our service department is booked 14 days out, but we did push our local customers back so that we could look at Ken's truck less than 24 hours after he brought his vehicle in. His vehicle is not under factory warranty, it is under extended warranty. Their policies are far different. Until they authorize the repairs they have not commited to fixing the vehicle, including paying for a rent a car. Ken was offered a rental, but was told he would have to pay for it until it was known wheter his warranty would cover it. We can not touch the vehicle for repairs until the warranty company looks at it. We are waiting as fast as we can to get that athorization.

Now don't you think your friend Ken should have thought maybe if he did the most difficult trail in the US it might beat his truck up a little and that he shoul have planned accordingly.

Chad Hall

These guys would have my second choice as a dealer. But now, I'm not so sure. It must be tough running the #1 Hummer race team and a dealership at the same time. I've met Josh and Rod in person and found them both to be gracious and humble.
I was not as impressed with Chad.

[HummBebe]

Actually, it was all going well until he wrote:

Now don't you think your friend Ken should have thought maybe if he did the most difficult trail in the US it might beat his truck up a little and that he shoul have planned accordingly.

[PARAGON]

ut-oh

I'm thinking he might not should have written that.

[HummBebe]

[PARAGON]

Originally Posted by HummBebe

Hanging Chad is not good enough.

I am starting to get a little pissed about that comment.

WTF. Are you not supposed to reasonably depend on a local dealer's service department for some help?

That's akin to saying, "he drove all the way across the country, it's an H2, not a car, he should have planned accordingly"

Wow, next time I go wheeling, I'll remember that you shouldn't count on a Hummer dealership for helping you fix for freaking Hummer.

[OldHiker]

Originally Posted by HummBebe

Lets see the obilgitory response from Chad.!

I'll post the email he sent back to me, and we can compare

He called me in my office. "It seems like you ran into a lot of problems blah blah blah. I'm busy. Have to go."

Wasn't worth the effort.

[ROX]

I've been to their service department before, and I can say with total conviction that I've seen better.

I had called and set up an appointment to have some of the "Rod Hall Racing Shocks" installed on my H2. I was traveling through Reno at the time, and showed up for a 9a.m. appointment. After arriving, they asked me to wait, (no big deal) but then I realized they did not have the shocks on hand at the service department. 4 hours later I was on my way.
During my trip one of the shocks blew out and another had a leak. I called Chad Hall and told him that the passenger shock was spitting oil and the driver side looked like it had a pin hole leak in the hose. His words to me went something like "we'll determine what's wrong with it when you get here. That shouldn't happen."
I contacted Chad the day I was supposed to arrive, and told him my eta and asked that he have parts waiting.
When I arrived, I again had to wait for them to go retrieve the shocks from some warehouse somewhere and they replaced both front shocks.
Waiting time was 2-3 hours, labor was less than an hour. They warrantied both front shocks but their service scheduling left me wondering what would happen if I had to go there regularly. My service visit was scheduled and they still had no sense of timing. Usually when a customer buys an aftermarket product, the parts are waiting so they can be installed in a timely manner.

I worked in service for years, and I would never have a wait and see attitude. I always had parts shipped ahead so when I arrived I could troubleshoot and replace anything that needed it, and get the heck out of there so the customer could get back to business. If his service department is 14 days out, they need another dealership in Reno or they need more techs,(or they need new management). Our goal in our company was 3 days out max! And it didn't matter if it was Japan or Alaska.

[OldHiker]

Here is the latest. In spite of the crap I put up with at Dinkle, Hummer has agreed to pay all my out of pocket expense for those two weeks!

Hurray for Hummer!

Can anyone guess what my next vehicle will be?

[PARAGON]

Originally Posted by OldHiker

Here is the latest. In spite of the crap I put up with at Dinkle, Hummer has agreed to pay all my out of pocket expense for those two weeks!

Hurray for Hummer!

Can anyone guess what my next vehicle will be?

As a Hummer owner, I would like to thank Hummer for stepping up and going beyond the call on this one. It's obvious that the Halls and Winkle cannot and will not do right by the customer, but Hummer seems to be willing to make sure the customer is taken care of.

Go HUMMER!

[h2co-pilot]

[ROX]

That's great! Good for you And good for Hummer! It's nice to know that they recognize the symbiosis between customers and suppliers.