"bwp240" (bwp240)
01/05/2018 at 13:55 • Filed to: GM Finacial, clusterfuck
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"bwp240" (bwp240)
01/05/2018 at 13:55 • Filed to: GM Finacial, clusterfuck | 4
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Because they decided to rollout an update in the most GM way possible...
If you go to
!!!error: Indecipherable SUB-paragraph formatting!!!
you will see this lovely notice
Bravo, you managed to simultaneously take down 2 of the 3 payment methods leaving people with only one option that takes more than 3 days to process. I know that your customer service may be lackluster, but getting rid of it for a week is probably not the best way to “improve the experience.” You would think that perhaps you would upgrade one system at a time, but no that would make too much sense.
The reported impacts are quite significant. Besides the unavailability of the online payment system as well as phone operators, automatic payments are not occurring. That means those who “set it and forget it” on their payment system are not getting money drawn out. Since there is no way to view your account or call, you won’t be able to find out if you are being charged fees and whatnot...
Anywho this is turning into a customer service nightmare on all of the popular social media platforms which of course are being met with canned responses with varying answers from “it should be up this Friday,” to “Please check for an update January 8th.”
Fix you shit GM, I want to give you money.
user314
> bwp240
01/05/2018 at 14:00 |
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GM has Kinja’d their site. Bravo!
Steve is equipped with Electronic Fool Injection
> bwp240
01/05/2018 at 14:57 |
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Fix you shit GM, I want need to give you money.
Fixed that for you.
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bwp240
> Steve is equipped with Electronic Fool Injection
01/05/2018 at 15:15 |
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Fair point.
I want to give them my money today, I need to give it to them on Monday
JCAlan
> bwp240
01/05/2018 at 16:57 |
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Ok it’s an unprecedented mess, I’ll give you that. Especially for a lender that has a pretty big chunk of its business in subprime, it’s not smart to have this kind of interruption in service. AND it’s gone on longer than planned.
HOWEVER, notices that these dates the system would be down were posted on the website going back at least a couple months. Planning ahead by more than a 3 days solves this problem.
Also this is a good exercise in why setting up automatic payments to be taken out of your checking account by various institutions is inferior to billpay systems that send the payment out automatically but still leave all the control in your hands.
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bwp240
> JCAlan
01/05/2018 at 17:26 |
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Except that I received no notification. Most people don’t go checking GM Financial because they want to see what is going on, they go to make their payment. I will give them that they put something on their social media ahead of time (albeit the day of), but for something this significant, they should have sent an email.
Even the auto bill pay or transfers are not working. All online and phone payment methods are unavailable. Online automatic transfers will not occur. I don’t see why it was impossible to upgrade each system separately instead of knocking them all out at once.
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JCAlan
> bwp240
01/05/2018 at 17:32 |
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Ya I don’t see why it was necessary to halt service at all. Most times when a website upgrades, they keep the old setup functioning and then launch the new one when it’s ready, with maybe an outage for an hour or two in the middle of the night on Sunday or whatever. But what do I know. It’s probably more complex than I can imagine. I’m just glad I’m not working the customer service line right now.
You can tell a Finn but you can't tell him much
> bwp240
02/01/2018 at 09:29 |
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While it shouldn’t take them more than a couple hours in the middle of the night to transition to the new system, there is most likely a legitimate reason that both the call centers and online payments are down. Generally speaking, when you call in to make a payment the person you are talking to is using the same system that you would to make an online payment. Since the online system is down, the people in the call center would only be able to tell you “sorry, our system is down and I can’t enter your payment for you at this time”.