Trying to help an Onstar customer
Started by: cdviper
- cdviper says
- posted May 23, 2012
I am a Cadillac saleman and I sold 2 SRX’s to a couple about 2 months ago and they are still having the same problems since day one. When they push the onstar button on either SRX, they are routed to’enrollment’ even though they have already been enrolled. At this point they have been ‘enrolled’ with 6 different account numbers between the 2 SRX’s and when my customer pushed the onstar button for directions last Saturday they said he was in a completely different state than where he actually was. They escalated his problem to a technical advisor and promised him a call back in 30 minutes but he has still not heard back and it has been 4 days. I called the dealer center number and they said the ‘ticket’ is open and is being researched but he will not get a call until it is resolved and there is no estimated time for resolution Can he at least get an update call? I do not look forward to calling him back this afternoon and telling him, “they are working on it and will call you….eventually/hopefully.”. I work with my customers and tout the benefits of onstar pretty heavily but I could really use some help here. Anyone? I appreciate anything I can get.