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Discussion Starter · #1 ·
Just called the concierge line and requested details about the buyback program. The rep actually mentioned the option and offered to take down my information without being prompted, which was a nice surprise. I plan to post pseudo-real time updates here to track the process and my thoughts along the way.

2017 Bolt EV Premier - 70,000 miles

2/25/21 - Called Bolt EV Concierge line in response to Battery Recall mailing. Rep indicated she would escalate buyback option to appropriate team, and to expect a callback in 24-48 hours, but to allow additional time right now because they are inundated with inquiries. I will allow 7 days and call back in this time next week if no response.
 

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Discussion Starter · #3 ·
I just got my buyback offer this morning. 2019 Bolt EV Premier with about 23.5 k miles. I can buy a new 2012, same color and equipment, and still have money left to put in the bank. Unbelievable offer. It took about 4 weeks from the first contact.
Good luck on your buyback.
That's great news for you! My only reservations are the number of miles on my car, and the fact that I'm in Ohio. I believe our lemon laws are relatively lax, and the car had a lot of usage when I purchased it used in late 2019. Time will tell...
 

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Just called the concierge line and requested details about the buyback program. The rep actually mentioned the option and offered to take down my information without being prompted, which was a nice surprise. I plan to post pseudo-real time updates here to track the process and my thoughts along the way.

2017 Bolt EV Premier - 70,000 miles

2/25/21 - Called Bolt EV Concierge line in response to Battery Recall mailing. Rep indicated she would escalate buyback option to appropriate team, and to expect a callback in 24-48 hours, but to allow additional time right now because they are inundated with inquiries. I will allow 7 days and call back in this time next week if no response.
Nice! The L2 rep finally contacted me (2/25/21 - 13 days after initial contact with the concierge line), and we discussed the possibility of a repurchase. He described at length that it would depend on the lemon laws in my state, and asked a couple of questions about whether the car had been modified, was I the original owner, and whether it had been in any accidents. I asked what modified meant here, and he talked about a non-factory infotainment system.

He mentioned that there was a recall for fires, and mentioned that I hadn't had it done. I had to explain to him that the recall doesn't actually fix the car, it just limits how you can use it.

Eventually he said he'd escalate to the right team, and I'd hear back in 2-3 days. I asked if he needed copies of any paperwork, and he declined. I suppose that's the next step.
 

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My initial contact with concierge was 1/28 and there were many contacts since without any progress. Received a letter last week from Customer Assistance Center with incomplete information about vehicle replacement modalities, and request that I call my negotiator at 866-790-560 +extension; ever since all my calls and voicemails to that number remain unanswered. Does anyone have any suggestions about escalating this?
 

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I am getting no where in my efforts from here in California after a month or more since asking for a buy back. The rep calls and my cell phone never rings for some reason, and the next day I notice a voicemail message. We've been playing phone tag for a week or more. I am hearing the process takes about 2 months.
 

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2017 Bolt LT Mosaic Black comfort & convenience driver confidence 1
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I was starting to get discouraged about the buyback process but as mentioned previously in some other thread the process slowed down because the reps got slammed with requests for the buyback option. I called the concierge line on 2/10/21 and requested the buyback option. They took my name, email, vin number etc and assured me they were going to open a case and escalate my case to the next level. Waited a week for a follow up call and never received one so called the concierge line again to follow up and was told to be patient because they are overwhelmed with cases. Just to be sure I am not wasting my time, I asked for my case number and was given one. (starts with a 9 followed by a ten digit number)
This morning I got the call to explain the process further and she pushed the replacement option instead of the buyback option to "keep me in the chevy family". I made clear that this is going to be a full replacement of my used Bolt for a brand new Bolt (not sure if 2020 or 2021) and that GM will pay all taxes and fees. I tried to get them to pay for my extended warranty but was told I would have to get a refund from where I bought the extended warranty.
I really wanted a buyback so I can shop a better deal with the current incentives including the Costco discount, but since I bought my Bolt from a non chevy dealer (chrysler used car dealership) and the low price I paid for it last november I figured a brand new Bolt with the same option for no money out of my pocket is not a bad deal. Even if I got the buyback I would have bought another Bolt anyway because I'm really happy with my Bolt.
Good luck for those of you still waiting to hear back from GM and be patient the process is still ongoing even though it may have slowed down due to the rush of owners learning about the buyback option. I'll share more of what happens when I hear back from them.
2017 Bolt bought used 11/20 with 44k miles in California
 

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I am getting no where in my efforts from here in California after a month or more since asking for a buy back. The rep calls and my cell phone never rings for some reason, and the next day I notice a voicemail message. We've been playing phone tag for a week or more. I am hearing the process takes about 2 months.
Do you have an iPhone by any chance? The newer iOS has an option to "Silence Unknown Callers" in the Settings menu, so yours might be toggled on.
 

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We started the process in early February. We are getting to the closing stages now. Ours was repurchase with a 2021 replacement, which I think helps the incentive for GM to get the deal done. The reps are overloaded, so patient persistence seems to be the plan. Have the original deal paperwork on you car handy, with the registration and current mileage as well as loan payoff if you're financed. Our 2019 was low mileage and I had traded in my 2017 for a 2020 right before the recall hit, so dodged a bullet there. The trick is to keep your "deal" in the forefront of the agents work queue. Follow-up about once a week once you get the extension. That way they have to keep pulling your deal up to check on it. If you are working to get into a 2021, it helps to have a dealership rep also pushing your deal. We have the benefit of being trying to make this happen right before the EUV comes out, so there is some additional incentives to maintain goodwill by GM.

-usna92
 

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Nice! The L2 rep finally contacted me (2/25/21 - 13 days after initial contact with the concierge line), and we discussed the possibility of a repurchase. He described at length that it would depend on the lemon laws in my state, and asked a couple of questions about whether the car had been modified, was I the original owner, and whether it had been in any accidents. I asked what modified meant here, and he talked about a non-factory infotainment system.

He mentioned that there was a recall for fires, and mentioned that I hadn't had it done. I had to explain to him that the recall doesn't actually fix the car, it just limits how you can use it.

Eventually he said he'd escalate to the right team, and I'd hear back in 2-3 days. I asked if he needed copies of any paperwork, and he declined. I suppose that's the next step.
Well, 6 days passed, and no contact, so I rang up my L2 rep yesterday and asked. He called me back, and then said the "executive team" was still reviewing my case, and would actually take 10 days to make a "final" determination. Still didn't want my documentation, although since I purchased from a GM dealer, there was no loan, and they have my VIN, they can probably figure everything out without it.
 

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Well, 6 days passed, and no contact, so I rang up my L2 rep yesterday and asked. He called me back, and then said the "executive team" was still reviewing my case, and would actually take 10 days to make a "final" determination. Still didn't want my documentation, although since I purchased from a GM dealer, there was no loan, and they have my VIN, they can probably figure everything out without it.
Just wanted to share my process. Made initial contact with the EV concierge line last Monday and advocated for the buyback, and the L2 rep called the same day and had asked for my VIN and the other information you had also shared. A short time after the call, I get an email asking for paperwork, which I submitted that same evening by email. Didn't hear anything after that so I called yesterday to follow up (since I already have the extension to my rep). It was only then that I got an email reply to my paperwork email saying that it was being submitted.

To summarize, I agree with @usna92 above - you probably have to be persistent in calling if you don't hear anything after the timeframe that was promised.
 

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Just wanted to share my process. Made initial contact with the EV concierge line last Monday and advocated for the buyback, and the L2 rep called the same day and had asked for my VIN and the other information you had also shared. A short time after the call, I get an email asking for paperwork, which I submitted that same evening by email. Didn't hear anything after that so I called yesterday to follow up (since I already have the extension to my rep). It was only then that I got an email reply to my paperwork email saying that it was being submitted.

To summarize, I agree with @usna92 above - you probably have to be persistent in calling if you don't hear anything after the timeframe that was promised.
My experience gets weirder and weirder. I got a call today from Shaniqua, who is apparently Marcus' assistant, who want to verify that the car wasn't modified (something I already told Marcus), and whether it was at the dealership (?). This suggests that Marcus did nothing with my paperwork last Thursday. I feel like I've stumbled into an organizational cul-de-sac, and I might be better served starting over again with the EV Concierge.
 

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My experience gets weirder and weirder. I got a call today from Shaniqua, who is apparently Marcus' assistant, who want to verify that the car wasn't modified (something I already told Marcus), and whether it was at the dealership (?). This suggests that Marcus did nothing with my paperwork last Thursday. I feel like I've stumbled into an organizational cul-de-sac, and I might be better served starting over again with the EV Concierge.
Very odd. I'm hoping this isn't deliberate obfuscation on their part, which would be extremely annoying. To that point, though, I do recall having to repeat practically everything I told the EV concierge to the L2 specialist (e.g., VIN, ODO, etc), and I swear I heard him typing the information into his computer as I was dictating it to him. It's like the information just vanished into thin air.

Do you already have a case number? I would also recommend communicating with them via email so that there's a paper trail of your correspondence.
 

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Very odd. I'm hoping this isn't deliberate obfuscation on their part, which would be extremely annoying. To that point, though, I do recall having to repeat practically everything I told the EV concierge to the L2 specialist (e.g., VIN, ODO, etc), and I swear I heard him typing the information into his computer as I was dictating it to him. It's like the information just vanished into thin air.

Do you already have a case number? I would also recommend communicating with them via email so that there's a paper trail of your correspondence.
What I have is a "Service Request" number, in the format <digit>-<10 digits>. Is your number similar in format?
 

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I too have a “service request “ number like yours. I just called my rep “Lori” and left a VM asking her to call me. Otherwise, the last communication was 3 days ago (03/01) via both phone and email.

I think that all of us that have instigated a buyback are all stressing over what seems like the most frustratingly S-L-O-W response ever.

I have to remind myself that what I am really tearing my hair out over is that there may not be all the awesome incentives/credits/discounts on’20-21’s by the time My turn comes up 😭

(just joking Lori in case you are monitoring the forum)

😜




Very odd. I'm hoping this isn't deliberate obfuscation on their part, which would be extremely annoying. To that point, though, I do recall having to repeat practically everything I told the EV concierge to the L2 specialist (e.g., VIN, ODO, etc), and I swear I heard him typing the information into his computer as I was dictating it to him. It's like the information just vanished into thin air.

Do you already have a case number? I would also recommend communicating with them via email so that there's a paper trail of your correspondence.
 

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That's interesting. I sent my requested documents( registration, bill of sale, etc) to [email protected]. Maybe one is in Texas and one in Michigan but both handling the same cases.
 
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