In the age of instant gratification, General Motors’ dealer-centric business is out of step in certain respects. Rather than providing the sort of on-demand information and clarity that modern customers expect, the current GM vehicle tracking system is cumbersome and vague, failing to connect customers with the info they want time and again.
Let’s set up a hypothetical. Let’s say a GM customer decides to order a vehicle, rather than pick one up off the lot. Maybe they want a specific option or configuration not in the dealer’s inventory. It could be something as simple as a paint color. Either way, the dealer doesn’t have it and can’t find it from another dealer to trade, so an order is placed. We estimate that at least 10 percent of new vehicle purchases are through orders like this.
After placing the order, the customer makes a down payment, then receives an order number. It’s at that point that the customer is basically thrown into a murky abyss with regard to the status of their order, and the current system of GM vehicle tracking simply isn’t up to task.
Unsure where to turn for more info on their order, perhaps the customer turns to the various GM brand websites, starting a chat with some faceless rep at the other end of the wire. However, no new info can be gleaned, so instead the customer goes back to the dealer.
Unfortunately, the dealer is more or less in the dark as well. The current GM vehicle tracking system is set up around a long list of event codes, most of which are ambiguous and less than helpful. To make matters worse, the dealer is more focused on selling cars than it is tracking orders, so even getting that less-than-helpful info in-hand can be an exercise in futility as the customer tries to get a hold of someone to actually help them.
The lack of tangible, helpful information in GM vehicle tracking is particularly troublesome in an era where you can literally track a package via GPS as it approaches your house. This isn’t lost on GM’s competitors – BMW, for example, has a system where customers can not only view their vehicle order build date, but can watch a live online video stream of their vehicle being built at the factory.
The cumbersome GM vehicle tracking system becomes even more problematic when dealing with incentives, which are based on when the customer takes delivery of the vehicle. For example, if a customer buys a Cadillac CT6 in February to take advantage of some new incentive, they can coordinate with the dealer to have it register as “delivered” that month, then sign all the paperwork and start payments. However, if the vehicle is delayed for quality control, it might not show up for a month and a half. That is very frustrating for a customer paying money for a vehicle they don’t even have
The problem is that the current GM vehicle tracking system is geared towards getting the vehicle to the dealer, where the customer can then take delivery. As such, transparency for the customer is more or less nonexistent.
There have been some efforts to rectify situation. GMAuthority, for example, once offered GM vehicle tracking services for free to our community, but eventually, the lack of data made it impossible.
GM certainly has the capability to make a digital system that works for the customer. Cadillac Live, for example, will provide an interactive tour of a given model for interested buyers – just set up a time, and sit back as a product specialist answers question in real time while live streaming video of the latest vehicles.
So why not something like that for GM vehicle tracking after the purchase is made?
Do you agree that GM vehicle tracking is a major problem? Let us know in the comments, and make sure to subscribe to GM Authority for ongoing GM news coverage.
Comments
TOTALLY RELATABLE AND TRUE, I ORDERED A SIERRA IN JANUARY TO THIS DAY I HAVE NO CLUE WHAT IS GOING ON, NOOR DOES THE DEALER.
Speaking as a dealer in Canada, the system is not that complicated for a dealer – who should be able to relay to their customers. There is a period while the vehicle waits for a production date, but once a build date is assigned we have a pretty good idea of when vehicle will arrive and can monitor shipping status via the rail company. While not a one click process, its not as “in the dark” as described. Even incentives can be held from order date to delivery date. In fact the customer can choose the better of the two options. Except for Lease residuals – those are date of delivery only. The only real challenge is orders not picked up by GM for production due to factory constraints or other factors. At that point you don’t know when GM might be able to build the vehicle.
Don’t know how GM does it in Canada, but in the US the customer has to take “delivery” of the vehicle during the incentive period to take advantage of the incentive. It could be a paper delivery if the vehicle is not on the ground but it has to be produced and invoice to the dealer in order to be reported as delivered. And the customer gets the incentives in place on date of delivery, not when ordered, so they could be better could or worse. But there’s no holding Incentives for two months or whatever.
And the status codes often mean nothing since the information often isn’t updated in a timely fashion. Plus a vehicle could be at event code like a “ 4B00” bayed status for a long time Which means it’s been built but is sitting someplace with no explanation at all why it’s not moving towards the dealership
Also shipping is a real headache. Vehicles can take a month and a half after being produced to come in or you might be there in two weeks.
The system is not a dealer or consumer friendly at all.
But you do know. I just told you how they do it. And yes a vehicle can stay in an event code for a period of time – but it is a fairly consistent amount of time. Shockingly, when moving large items by rail there are going to be waiting periods when transferring lines, on and off loading vehicles and shipping by truck to the dealer. GM provides guidelines on how long these usually take and it turns out those are usually pretty accurate barring outside forces such as rail blockages, unusual weather etc.
Why is this even an issue or a story? All the manufacturers transport the same way and would have the exact same process and timelines.
As long as GM has been in business one would think the system would be almost perfect.
GM’ s CEO needs to start considering the Customer and the Dealer so GM’s image could improve.
When it’s in transit it still at factory waiting for parts, like the Colorado,
They first need to better do the dealer inventory. I just saw GMC has opened their search up to 2000 miles. Kit makes finding a vehicle so much easier.
I always wanted to order a vehicle but with so few combinations anymore you generally can find what you want on the lots.
Maybe some day. I want to do the a Museum puck up on a Vette.
They suck at it all around. Having ordered 3 vehicles between 1996 to present nothing has changed in this span of time
This is interesting as I recently came across an old film on YouTube about GM’s logistics efforts/struggles from the 1970s. Same complaints about lack of clarity then, so it’s not a new issue at all. If you have a few minutes, I highly recommend checking it out, just search 1970s GENERAL MOTORS RAILROAD LOGISTICS from Periscope Film.
1st world problems…..
Tell me about ordering frustration! I ordered an AT4, had a vehicle ID, and GM could not find the vehicle for a month! They had no idea where the vehicle was. Seventeen weeks later, I finally got my truck. Not a happy customer.
This is an issue.
I was talking with my salesman at the dealer recently. I had noticed earlier on the dealer website that a certain CT5 was “in transit”. He looked it up on line and explained the event codes etc. The particular car was, he explained. “Somewhere” between the factory and the dealer, likely at the local rail yard. That’s as specific as he could get.
He then told me a story of a car a good customer had ordered. The “codes” showed it was at the rail yard. Trying to locate it, he called the yard every morning for a week and still couldn’t get a definite answer. Finally, he drove to the yard and demanded to know. It was there, and finally trucked to the dealer a few days later.
I guess the lesson is that most of the trouble here starts when the car leaves the factory and “disappears” into the vast chasm that is “in transit”.
They really should apply the incentives for when the vehicle was ordered. I looked into ordering specific vehicle but wasn’t ok not knowing what I would pay until it arrived. I almost switched brands because of this. By chance the specific vehicle was available when incentives were good. GM basically got my 50k because I was lucky. Not a good business model.
The reason they have incentives is to help clear dealer stock/move certain models/trims you are lucky if you get the incentives when it gets to the dealer some say must take delivery from dealer stock. If they gave rebates the day of order dealers might reduce their inventory they have to pay for or pay interest on there stock
On a car forum last week i read that a guy in Canada has ordered several vehicles from GM last several years. He said he was always received the best incentives there was on that vehicle through the order and delivery period.
I had a family member in Iowa that has just taken delivery on a Dodge Ram that he ordered and the same process was in place. He was told he would get the best incentives Dodge had during the same period.
I have ordered most of my vehicles, most being GM, and GM has never treated me that good.
Now when I build a truck online and search there are no trucks in 1500 miles that fit that build.
I think GM REALLY NEEDS TO STEP UP TO THE PLATE AND DO A BETTER JOB TAKING CARE OF THEIR CUSTOMERS WHEN ORDERING A VEHICLE.
I have never put a down payment on a vehicle when ordering and never will until it comes in.
Please GM fix this problem and fix the tracking problem also.
Please be more customer friendly when ordering a new vehicle.
The customer should not be penalized for buying a new vehicle that they want to purchase from your company. That is another good way to push customers to other brands.
A few thoughts…
– GM has incentives in place that change monthly and are largely geared toward helping their dealers sell their ground stock of inventory. These incentive do change frequently, and if the dealer is doing a good job, they’ll convey to the customer that there is some risk to them should an incentive go down between the time of order and the time their vehicle arrives at the dealership for delivery.
– Although subject to disagreement, GM’s breadth of product and build complexity is seen as a customer advantage, especially when you’re talking pickup trucks. I’ve always said that, with the exception of HD pickups, GM could follow the Honda lead and smash the majority of their build complexity, and likely not lose a single customer. All that said, GM dealers don’t stock generic widgets, and having 20,000 build combinations does create challenges. I remember back in the early/mid 90’s when GM experimented with their Blazers/Jimmy’s and Cadillacs with a logistics/ordering system called CXD (Customer Express Delivery)… geometrically fewer build combinations, 3-5 day order fulfillment, etc. It worked, but GM bailed on it when they werent confident enough in their own ability to NOT build too many units.
– $#!+ happens between the time of order and time of delivery to the dealership. It doesn’t mean GM is a bad company, but sometimes its best NOT to know what goes into sausage…while the majority of ordered vehicles come through the process without an issue, does the end consumer of the anomaly order benefit from transparency?
I do believe that with GM’s move toward electrification and advanced mobility, you’re going to see most of the bad manufacturing/logistics issues vaporize. Build simplicity will be critical in terms of hitting cost/margin goals, and whatever the dealer/retailer process looks like, the days of going down to the Chevy store to see 900 units in stock will be gone.
Just my three cents worth…
Thanks for this article on the GM tracking system. Last month I ordered a 2020 GMC Sierra Denali crew cab. Once the order was in my salesperson was useless. Mater fact he was useless from the very beginning. After all the dust settles, I will tell the manager I need half his commission because I did all the work. He was justing hanging on my coat tails. After the dealer was no help I got on line and found your forum. I learned I could go to GM.com with my order number and chat with a person and found small bit of information which was better than nothing. Thanks for your information.
I ordered a CT5 in July, knowing that the plant was shutdown for covid. The vehicle was built on Sept 28. I have been led to believe that delivery would be about now. But it’s in a quality audit or something. It’s been there a week. It bothers me that I have to ask where it is. No updates volunteered. Anything that I have learned about the vehicle I learned online. Would rather of just ordered it online, atleast then there would be a system in place.
Gotta tell ya. I can’t wait to get this car. Lol
Tracking by the customer would be a great service. We need to make plans, like having a trip planned,
lease ending considerations, repair current car, etc.
Ordering has it pros and cons, to get what you want. Sometimes we might miss an incentive, but also
avoid some options we don’t want, so we break even.
Had i seen this forum before i ordered my 2020 Chevy crew cab . I would of never ordered my new truck.
I can’t believe GM’s system of tracking is so antiquated . The sales person is useless for answers —of where is my truck,,,,
I have the incentives and the title to my new truck and the trade in (In my driveway,,,)
I’m done, I’ll never order a new vehicle from GM again. And please GM – don’t hide behind
Covid-19..
I’m going on week four waiting for a truck that’s “in-transit”. I was told it would take 2 days to 2 weeks. The salesman is basically useless and continues to tell me it’s being shipped. i gain small bits of info from the GMC website chats but they still can’t locate the vehicle and defer all follow up questions to the dealer. It’s a big circle of useless information, like chasing your tail around. If the info they are giving me is accurate, it takes more than 21 days for a ship to travel from Mexico to Rhode Island!
Did you get your truck yet
No, I canceled the order and decided to wait for the 2021 models.
Does anyone know how long it really takes for a truck in transit takes mine has shipped but still have no clue how long it well take
Been waiting 9 weeks now for a 2021 camaro, has been built over 30 days ago and still no car, should not take 30 days to deliver a car from Lansing Mi to central Indiana. And like everyone else has said the dealer is useless. The lst GM i will order.
I ordered a 2021 camaro almost two weeks ago and am kinda dreading the wait. Curious about your experience. Did you use your order number and chat on the GM website to learn that it had been built but just waiting for transport? Another poster pointed that out as an option. How did you get your info while you waited?
I had the same problem with the tracking, very antiquated, make your ordering dealer call in front of you, they can get more answers. My camaro sat on the transit lot 32 days after it was built. They can put a HOT ticket in the system and that will move it faster.
I got my order number from my dealer, then went to the chevrolet.com, chat, then they tracked it from there. As of right now 9 weeks and still waiting. After it leaves the assembly plant the tracking is very poor. The day its built your dealer will give you the Vin, that helps even more with tracking.
General timeline from order confirmation to VIN#?
The VIN holds the key to locking in incentives, so I hear.
Thanks
As a dealer I can tell you the information we can get is vague/inaccurate/useless whatever you want to call it. I’ve been doing this for over 35 years AND NOTHING HAS CHANGED. Please I hope the consumers who read this realize we want you to get your vehicle more than you do because we don’t get one red cent until you have your vehicle. It gets embarrassing when a consumer orders a $100000 plus dollar vehicle and I cannot tell them when they will get it. The system is flawed and GM must realize that a actual person ,our customer, has decided to spend there hard earned money with us and WE have let them down big time. To everyone who has purchased/leased a GM vehicle a big THANK YOU and we are sorry.
Cadillac tracking is absolutely pitiful and inexcusable. When you pay north of 100k for a vehicle, better tracking is expected. I was told by the dealer that our Escalade should “be here any day”. I called Cadillac.com and was told the “vehicle was released to transport carrier”. Of course, the rep on the phone could not tell me if that was to a rail or truck carrier or even in what state the vehicle was located.
I hope this isn’t a sign of things to come but I’m already getting a bad taste in my mouth. Cadillac tracking sucks.
As of today it has been 8 weeks since I ordered my 2021 GMC Sierra. I was told 4 to 6 weeks. The salesman has no information about my truck. This is my my first ordered vehicle, I usually jusy by off the lot.
I am not so mad about my truck not being here Just more upset that there is no current information on its Status.
I am a True GM enthusiest I hope it is here by end of December.
How long from the time you order until they build it. My 2121 Silverado has been on order for 3 months GM still cant give me a build date just keep saying order is in system with no build date set yet. And yes the dealer is no help been driving and racing GM products all my life but they really need to get it together. Starting to wander if ordering is maybe not a good idea with GM! or if they just don,t care
I purchased a in transit 2021 Sierra form the dealer last week. It’s a vehicle in transit and they have no idea when it will actually arrive. That’s a sad Situation for this day in age. Seems it would be pretty simple to scan a code and know exactly where every vehicle is all the time from when it leaves GM until it reaches the dealer. Hopefully in transit doesn’t take too long…..
I ordered a New CT5 Cadillac on December 14,2020,and am having exactly the same problem as I am reading in this article. Almost 3 weeks and No build Date, Dealer knows less than I do, Contacting the Factory vua Web site is a bit better,but quite useless.
I`m trying hard to stay Made IN USA,but seriously considering, cancelling the order and going with a foreign luxury Car.
It`s a shame,as all I want is a n expected delivery date.
I too ordered a silverado 2500 in august,dec they finally picked up order and day after xmas said in transit and would arrive 1/7/2021 but has not.
It has now been 3 months and still no information about my 2021 GMC Ordered.
I ordered my New GMC Sierra October 17th 2020. As of January 21st I was told my ordered had been selected. As of today
still no further information. I am True GM supporter but I agree that they can be much more efficient and informative to the
Customer. I hope the incentives that were offered in the last couple of months on truck still apply.
it all matters upon incentives when it is delivered some only apply to vehicles delivered from dealer stock also dealers can deny you rebates and then collect them for themselves it all depends on the degree of there dishonesty
Onstar is no help either, going to Chevrolet.com to have a live chat would be help if they actually had insight. Been waiting a month and was told to check back in two weeks because they did not have information on the car, I activated my onstar and can see the car still siting in the lot at the plant. They drove the car to a near by golf course country club, put 5 miles on the odometer and the car sits, and my payment will need to be made soon, I want to be optimistic but the more days that pass it harder to understand there process of getting cars out to the customers that on them already.
How can I track my 2021 corvette order?
Dealership unwilling to help.
I ordered 2021 GMC Sierra AT4 on Feb 5, 2021. Yesterday, I chatted with GMC on the website and found out that the TPD (target production week is 3/15 (next week). I had previously asked my salesman and he gave me minimal info. GMC website is the best way to find out what is going on. I also found out that once it has a VIN, you can track its location by OnStar. Still not the best. I think someone from the dealer should keep me informed without me having to ask. Hopefully I will have my new truck mid April.
not if it is made in ol mexico
I ordered a 2021 2500HD AT4 on December 28, 2020, from a local dealership. Still don’t have an order number from the dealer. I’m not sure how the process works, and don’t understand the delay. Can someone offer insight or advice. Thank you
If you need it ASAP try calling around to dealers and ask them what they have in-transit or on order with a production date.
The tracking system should be an embarrassment to GM, especially when compared to other manufacturers selling indirectly and directly to consumers. its easy see how bad they are compared to Amazon or even Home Depot but i have ordered 2 cars in the pat 5 years from other Auto companies and my experience with GMC is far worse.
i ordered (and paid money) in October 2020 for a specific Yukon XL. it is now late April 2021 and i still have no idea when i will get my truck (i just know it will be at least 2 more months because GM has not ‘picked up’ the order yet.
My dealer did call me 6 weeks ago and tell me that ‘my truck’ was being built but when he compared my order to the truck being built there were 2 major errors. Doesn’t’ matter it it was GMs fault or my dealers fault, in a transparent system i would have noticed the problem long before it was too late to correct it. The ‘good’ news is now I get to go to the dealer and see a vehicle that is ‘almost’ what I ordered.
I purchased a 2021 GMC Canyon Denali. Cannot believe GM doesn’t offer the garage door opener feature. Also don’t like the blind spot mirror. Very poor design, what happened to the camera option that’s on the 2018 GMC Terrain Denali I had before. GMC needs to understand, people but trucks as their primary vehicle so these type options are important.
I purchased a 2021 GMC Canyon Denali. Cannot believe GM doesn’t offer the garage door opener feature. Also don’t like the blind spot mirror. Very poor design, what happened to the camera option that’s on the 2018 GMC Terrain Denali I had before. GMC needs to understand, people buy trucks as their primary vehicle so these type options are important.
I put a down payment on a Silverado 1500 in July, while it was being built (dealership ordered it). At the end of August GM relayed that it would be delivered to the dealer within 1 week. I went to the dealer, paid for the truck and since received the title. The problem, no truck yet and no ETA for delivery- its just parked somewhere in the abyss.
Does anybody have information on how one might find out the status of a GM vehicle after it is built?
Ordered a 2021 3LT Corvette in May, 2020. They finally built it July 12/21. It’s being SITTING in a rail yard in Toledo for 10 weeks waiting for rail transport. WHAT BS. Was promised May, then June, August, and now Sept 18th. Still nothing from GM
Will probably get it in the winter. Great time to get a convertible in Canada!!
Update from first statement.
Finally got my “dream car” in October.
Arrived badly damaged from rail shipping.
Took dealership till November to repair and have it ready for pickup. After all the BS I went thru to get my car, GM was only willing to offer me $1000.00 in additional options. I ordered most options all ready!
After a lengthy discussion, my GM dealership ( Murray Chevrolet) in Winnipeg made it as right as it could be.
Five stars to Murray….1 Star to GM
It’s pretty obvious head office doesn’t really care about their customers and that the dealerships have to carry the load for their incompetence.
I ORDERED A VEHICALE IN JULY AND PUT A 1.000 DOLLARS DOWN AND HAVEN’T HEARD ANYTHING ABOIUT IT IT’S A 2022 TRAILBLAZER