covetsthesun
missouri
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Joined: 02/24/2007
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Hi all, I just have to rant for a few...and hopefully get some advice and/or info.
Here's the deal. I have an 05 Caddy that got NEW GENUINE GM rear shocks Feb 2011. The car is at a dealer right now and they tell me that one of the shocks has failed. The bad news... even though it is within the 12 month TIME warranty it is 4800 miles over the 12000 mileage warranty.
Ok...I get that. BUT...this is the same shock that goes on new vehicles off the line and it absolutely should NOT fail at 16836 miles!! The dealer tells me they can't do anything about it. They referred me to the GM 800 customer Svc line. I called and got a young lady in the PHILLIPINES who asked a number of irrelevant questions...designed to figure out a way to say no. This isn't my first rodeo. After much back and forth between me, the dealer and the GM in the Phillipines... the CSR decided that there was nothing they could do.
I told her that this was absolutely NOT acceptable and that I wanted to speak to someone in the UNITED STATES. She could not or would not give me US contact info. And..."she understands how I feel'. I told her that with all due respect...she had no idea how I felt. I told her that MY tax dollars went to BAIL OUT GM in THIS country and that ALL I was asking was for GM to man up and replace an obviouly defective GENUINE GM part!!!
As it stands right now... the Phillipine CSR is "reviewing my case" and will get back with me "within the day". Meanwhile... my car is at the dealership...I am renting a vehicle by the day and paying for it.
I am furious. I could have gotten 4 new shocks at a different shop for the price of 2 GENUINE GM parts and might have gotten more distance out of them.
If this is how GM is going to do things...I am done.
Ok... my blood pressure is down a bit. Anybody know how to get through to an AMERICAN at GM??
cts
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falconman
On The Road!!
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Joined: 01/01/2007
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Your not alone, Ford pulled a similar stunt with me when I had my turbo rebuilt under warranty. The new tech bulletin specified a larger drain hose be installed during the rebuild. Guess what? I got charged the $100 deductble because that Ford specified part wasn't listed as a warrantied item. So I paid $100 for a $30 part! The warranty clearly states that all hoses, clamps, etc attached to the turbo are covered. After several calls to the dealer and Ford customer service (what a waste of time that is) I,m still out the $$. Well, my next purchase won't be from Ford.
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Dadoffourgirls
China, MI USA
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Joined: 05/29/2003
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See your PM. I believe that the dealer is taking the easy way out if they immediately told you that GM would not cover. They have a way to request special coverage.
Dad of Four Girls
Wife
2011 Silverado 2500HD CC (6.0, 3.73)
previous (when sold) 2001 Yukon XL (8.1L, 4.10)
2011 Jayco Jayflight G2 32BHDS
previous - 2002 Dutchmen 31BH4DSL
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IBcarguy
Northern CA
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Joined: 05/23/2010
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I understand your frustration, and maybe as a goodwill jester they should make an exception but most car parts warranties have specific time/mileage limitations. You are clearly beyond the warranty. It's a little like trying to catch a 12 o'clock flight at 12:30....it's gone.
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covetsthesun
missouri
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Update: My "case" has now been forwarded to a "District Specialist" in the US and over the Southeast. They are supposed to let me know something by tomorrow.
In the meantime...I've had another conversation with the dealer svc advisor..he's just as ticked off as I am. It seems GM might pay more attention to customers than dealers. Who knows.
I'd still like to know how to get in touch with a US GM rep.
cts
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covetsthesun
missouri
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IBcarguy wrote:I understand your frustration, and maybe as a goodwill jester they should make an exception but most car parts warranties have specific time/mileage limitations. You are clearly beyond the warranty. It's a little like trying to catch a 12 o'clock flight at 12:30....it's gone.
Yes...I get that it's over the warranty mileage...but..my point is still valid. This is the very same part that goes on new line vehicles and it should have lasted at least as long as the original. The fact that it failed within a year...and at 16,800 miles is utterly ridiculous!
Why would I, or anyone, purchase a GENUINE GM part that fails at 16k miles? Shocks just shouldn't do that. I've driven 175000 miles on my trucks ORIGINAL GM shocks and they are still cranking.
If... the GM parts are this unreliable... then I have zero incentive to buy "Genuine GM" parts.
My svc advisor did try to get a "good will gesture" from the dealership...but no dice. The Phillipine CSR actually suggested I take the car back to the installing dealer to see if they would replace it. Ummm...are you serious?? I drive the vehicle BACK to Florida to have a shock replaced??? Really???
I'm not only frustrated that the part has failed...I'm frustrated that I have to talk to someone halfway around the world who doesn't have a clue and is only trained to figure out how to say no.
I'm frustrated that GM really pushes hard the idea of Genuine GM reliability and when a part is obviously defective tries to dance around it and come up with all kinds of excuses as to why GM "can't do anything". The Phillipine CSR actually tried to tell me that because of the AGE of my CAR that was a reason to say No!! Can anyone tell me what the AGE of my CAR has to do with the GM part's failure? The other 3 Genuine GM shocks seem to be just fine on this 2005 Caddy.
I told the second CSR in Houston that GM should be absolutely ashamed of themselves. The very first response should have been... "Ma'am, you are right...this part should not have failed this soon and we will make it right". That would have been the right thing to do.
So... I'm sorry folks...I'm just really very, very angry about all this.
Cts
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Jacksons
columbus,ohio
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Joined: 11/16/2004
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sorry, part is beyond warranty, you knew the warranty when you bought it. other shocks have longer warranties, you got what you paid for.
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covetsthesun
missouri
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Jacksons wrote:sorry, part is beyond warranty, you knew the warranty when you bought it. other shocks have longer warranties, you got what you paid for.
No... I did not get what I paid for. The shock in question lists at around $300.00 dollars. I paid for TWO of these things at a Caddy dealership. Add another $250 each for labor. I was told at the time that these were GENUINE GM OEM parts and that I could EXPECT them "to last at least as long as the originals".
The fact that one of them failed at ONLY 16K miles and cost $550 installed (for ONE) would indicate that I clearly did NOT get what I paid for.
If I had gone to other shop types...and IF I had purchased run of the mill shocks I would not be ticked off. However, the Caddy dealer made a specific point to tell me that I absolutely should NOT do that and to ONLY get the GM OEM shocks BECAUSE they would "far outlast" after market shocks.... No... I absolutely DID NOT get what I paid for.
cts
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Mountain Mama
N. TX
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Joined: 03/28/2008
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covetsthesun wrote:Jacksons wrote:sorry, part is beyond warranty, you knew the warranty when you bought it. other shocks have longer warranties, you got what you paid for.
No... I did not get what I paid for. The shock in question lists at around $300.00 dollars. I paid for TWO of these things at a Caddy dealership. Add another $250 each for labor. I was told at the time that these were GENUINE GM OEM parts and that I could EXPECT them "to last at least as long as the originals".
The fact that one of them failed at ONLY 16K miles and cost $550 installed (for ONE) would indicate that I clearly did NOT get what I paid for.
If I had gone to other shop types...and IF I had purchased run of the mill shocks I would not be ticked off. However, the Caddy dealer made a specific point to tell me that I absolutely should NOT do that and to ONLY get the GM OEM shocks BECAUSE they would "far outlast" after market shocks.... No... I absolutely DID NOT get what I paid for.
cts
The cost of replacement parts for Cadillacs is exactly the reason we won't purchase one.
2003 Holiday Rambler Alumascape 34RLT
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Cloud Dancer
San Antonio and Livingston TX USA
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Joined: 06/08/2001
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We've owned lots of Cadillacs. We even owned several of the good ones, from "back in the day". The one we had previous to our current SRX, they replaced the engine(under warranty). I took it in for a slight tappet noise, on first start-up. Later, the self-leveling suspension system went on the blink. It would cost more than the car was worth to fix it.
This SRX has suspension that is too stiff, and I knew about it prior to buying it. BUT, my wife insisted on buying it (for her). If the computer systems go out, I guess I'll have to park it 'cause I'm sure it'll be out of warranty.
I love my GMC Envoy.
Why did you let them go ahead with the expensive shock absorber job? I'm curious to know what were the symptoms.
Willie & Betty Sue
Miko & Sparky
2003 41 ft Dutch Star Diesel Pusher/Spartan
Floorplan 4010
Blazer toad & Ranger bassboat
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