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I'm in the same boat - documentation submitted to senior advisor last Thursday night, and now I can't get them on the phone to verify they got it.
 

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I'm in the same boat - documentation submitted to senior advisor last Thursday night, and now I can't get them on the phone to verify they got it.
Once you get the direct email address for your senior rep, you will get the best response via email.
 

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I only communicated with my buyback specialist at his specific Email address. When I asked for updates, he usually did so the same day. Great service. Today I picked up my check and turned in my car. Very easy transaction.
This has been my observation as well.
 

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After my first call, I got a call back every two days like clock work from the specialist, until it got handed off to the financing department. Then got a call within 5 days asking for items like my title, which I submitted that day. Next morning by the time I turned my computer on, I got a response that the next contact would be within a week with the final paper work. Still don't know the exact offer, but it'll be based on my purchase price minus mileage allowance. I've opted for straight buy out at this point. So far, some of the best customer experience I've ever had. Never been a big fan of GM, but this is changing my mind. I'm in AZ.
 

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Once you get the direct email address for your senior rep, you will get the best response via email.
I received an email from [email protected]. In the email it said "If you prefer to contact us through email, please reply to this email and provide us with your phone contact information and best time to contact you.". When I replied to it, I got a "address not found" bounce-back. Hmmmm. :confused:
 

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I received an email from [email protected]. In the email it said "If you prefer to contact us through email, please reply to this email and provide us with your phone contact information and best time to contact you.". When I replied to it, I got a "address not found" bounce-back. Hmmmm. :confused:
Same here. I got tired of playing phone tag, so I tried using the email address and got the same bounce. I suspect that when you find your way to a useful person, they have a unique email address. The original message I received from that address never suggested I could reply to it, but it didn't tell me I couldn't.
 

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I received an email from [email protected]. In the email it said "If you prefer to contact us through email, please reply to this email and provide us with your phone contact information and best time to contact you.". When I replied to it, I got a "address not found" bounce-back. Hmmmm. :confused:
Be patient. Soon you should be assigned a representative, and he or she will say so.
 

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I've been in "approved for buyback/MSRP swap" status since 25 Feb. Still waiting for the repurchase coordinator to reach out to me. They are now outside the "5-10 business day" window they originally gave me. Supposedly they are swamped with buyback requests and that is the reason for the delay. I guess they'll get around to my case eventually. I'm assuming they can't just reneg on the agreement for a buyback.
 

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I've been in "approved for buyback/MSRP swap" status since 25 Feb. Still waiting for the repurchase coordinator to reach out to me. They are now outside the "5-10 business day" window they originally gave me. Supposedly they are swamped with buyback requests and that is the reason for the delay. I guess they'll get around to my case eventually. I'm assuming they can't just reneg on the agreement for a buyback.
Approved? Have they actually given you numbers and sent you a contract? Or is it that you got handed off from the specialist? After approval, it took about 5 days for me to get a call from a guy in the Saginaw MI office where he asked for the paper work like title, DL, registration, original purchase order. He said it'd be about a week for him to get back to me with the actual offer/contract. One week will be Monday.
 

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Approved? Have they actually given you numbers and sent you a contract? Or is it that you got handed off from the specialist? After approval, it took about 5 days for me to get a call from a guy in the Saginaw MI office where he asked for the paper work like title, DL, registration, original purchase order. He said it'd be about a week for him to get back to me with the actual offer/contract. One week will be Monday.
The "senior advisor" told me she was told the buyback was approved. Still haven't seen any numbers.
 

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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.
After waiting 15 days, I called Marcus back to nag yet again, and got a callback. He asked me all the same questions as before, and added that a "fix was coming in April". Jesus fricking Christ. I nearly blew up at the guy, given that it's been more than a month in phone tag, and he clearly hasn't sent my info to the next level of decision maker. I expressed disappointment and reaffirmed that I wanted to move forward, even though the fix is around the corner. Only then does he ask me my mileage. Never mind that I provided it when I provided my initial VIN, and they can get it from OnStar at any time. I wasn't close to my car, so I asked for an email address to send it to later, and coluld I send the registration and purchase price info as well?

I got a new contact email ([email protected]). We'll see. I definitely feel like I'm being slow-rolled here.
 

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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
Update to our BuyBack. It did take about 45 days from start to finish. We essentially got a 2021 for the difference in MSRP between the the 2019 and 2021 and a small amount for miles (we only had about 6700 on our 2019). We probably ended up better since they knew we were going into another Bolt. Otherwise, they probably would have covered our loan and called it. Did we make any money on the deal, not really, but we have a car that is a lot less likely to catch on fire. We love our Bolts and if they could have come up with a reasonable fix in time, we probably would not have bothered. We have had one for almost every model year of the first series. 2017, 2019, 2020, and now 2021. Seems to be very little difference between the 2020 and 2021, but that makes sense since with the new design coming out.
 

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After waiting 15 days, I called Marcus back to nag yet again, and got a callback. He asked me all the same questions as before, and added that a "fix was coming in April". Jesus fricking Christ. I nearly blew up at the guy, given that it's been more than a month in phone tag, and he clearly hasn't sent my info to the next level of decision maker. I expressed disappointment and reaffirmed that I wanted to move forward, even though the fix is around the corner. Only then does he ask me my mileage. Never mind that I provided it when I provided my initial VIN, and they can get it from OnStar at any time. I wasn't close to my car, so I asked for an email address to send it to later, and coluld I send the registration and purchase price info as well?

I got a new contact email ([email protected]). We'll see. I definitely feel like I'm being slow-rolled here.
The saga continues. Last Saturday I provided the requested information (sales contract, mileage, registration, title) to GM through the new email address. This morning (Thursday), I get a call from my rep saying that he's made progress, but would I be interested in a swap? I said I'd be willing to look at it, but had a strong bias to repurchase, even if I am going to replace with a Bolt (I definitely might). I'd rather shop for my own best deal, and I have a car I can borrow for a few months. He asked for my closest dealer, and seemed to know others in the area.

Then he asks me to send the document scans. I mention that I sent them on Saturday, and he asks "Were those along with the mileage?". Sigh. Yes, they were along with the mileage. The poor guy is clearly overallocated.

BTW, I'm in California.
 

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Got my approval letter today from GM. Called concierge 2/10/21 and got approved today 3/18/21 just to give an idea to those still in the process. Of course this is not a done deal yet until a date is set for drop off and pick up. But a tip to other owners be nice to your coordinator and do what you can to expedite the process. I understand there's frustration from sometimes lack of updates and redundant requests but the coordinators are currently swamped and doing their best. When my coordinator shared with me her difficulty in finding a dealer willing to do "The Swap" I took it upon myself to email the sales manager of nearby dealers that had a Bolt with "substantially the same" option as my old 2017.
For comparison to your case I am in California and I bought my 2017 Bolt used from a non chevy dealer and it has roughly 44,500 miles at present. Good luck in your process. I'll update more on how this ends.
 

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I got the "Pick out a car with the same trim package from a local dealer" email. I take that as being positive news!

My question is two-fold: 1) When I bought the Bolt, I don't believe there was LT vs Premier, so which one do I choose? I'm pretty sure there was only one trim option when I bought mine. 2) If I choose one that has more options, can I always just pay the difference? Just trying to get a feel for what is getting approved as an equal trade and whether one can trade up.
 

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I got the "Pick out a car with the same trim package from a local dealer" email. I take that as being positive news!

My question is two-fold: 1) When I bought the Bolt, I don't believe there was LT vs Premier, so which one do I choose? I'm pretty sure there was only one trim option when I bought mine. 2) If I choose one that has more options, can I always just pay the difference? Just trying to get a feel for what is getting approved as an equal trade and whether one can trade up.
I started the process on 3/16, received a call from Randi on 3/17 and submitted a copy of the title, original purchase agreement, and mileage. Received a follow up call from Randi on 3/19. Today (3/20) I received the “pick out your replacement car from a local dealer” email from Keith Rusie (Customer Activities Manager). The email had instructions to have a pdf ready with the title, registration, and driver’s licenses for all owners for the next call, which it says will be the “processing center”. Very quick process so far. We will see what is next. I live in Alabama and have a 2019 LT purchased new without financing.

It would seem that if you upgraded the vehicle, you would have to foot the Bill for the difference, but I don’t have any experience.
 
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