ptownfire

Update on my situation, PM Louis my info and received a prompt response from him, thanks again. Received a call from David Thursday. He was less optimistic than what I expected. He made sure to say that he couldn't promise anything cause I was a second owner. Advised him that I had 3 cracks and 2 of them were around the airbag and that I was a firefighter and well what could happen to a airbag when it deploy around a Sharp object. David has not set appointment up yet. Guess we will see.

73shark

Welcome to the forum.

Sounds like you bought a well-used truck that had some aftermarket stuff installed by a hacker wanna-be. Or at least someone that didn't really know how to remove/install trim.

Srmarquart

FYI. I have spoken with two GM customer service reps. In addition, I have exchanged text messages with Louis on this forum. The summary is that GM will not repair my dash. Louis tells me that the vehicle was purchased from an Independent lot, had the crack when I purchased it (amazing even I did not know I had the crack when purchased), and was used. How many of you on his forum have purchased your vehicle used from an Independent lot and have had them repaired by GM?

Beware. Used vehicle, independent lot, and claimed by GM preexisting crack equals no help. Never mind GM has a substandard dash, it is the customer's fault that the dash is cracked around the airbag.

Hope you all will pass the word and file safety defects with the NHTSA. May be that will get GM's attention. Good luck.

silveroak94

I called Jose, my District Specialist, today just to clarify whether I should make an appointment to take the Burb in or if he was going to call and set it up. He suggested I do it, then let him know. OK with me. Then he tells me to expect a diagnostic charge: the dealers are independent businesses, etc. etc. "For what?" I asked him. "Spending 30 seconds looking at the crack in the dash and the peeling chrome on the door handles?" He then tells me they might waive it. Oh, and the door handles are out of warranty.

I had to tell him that GM had already agreed to cover replacement in full for 10 years or 100,000 miles. He put me on hold while he checked it out.

At the end, he agreed to call me back to verify that I had an appointment, and go from there. Fine...but the warm and fuzzy feeling from his initial follow-up is somewhat diminished. My hat's still off to Louis. He's on the front line, and he does what he can. But the people above him make the decisions and it seems to depend on who you get to talk to.

When I drop the truck off, I'm not going to listen to "Gee...this is the first cracked dash we've ever seen." I'm going to start by printing out all 47 pages of this thread, and add to that copies of every complaint that's been filed over this with the NHTSA. So far I have three dozen. That's just for 2007 Tahoes and Suburbans, and I'm only halfway through the 2008's. I haven't started yet on Avalanches, Silverados, Yukons or Escalades. About 10 pounds of documentation will land on Chevy's service counter.

I'm in Customer Relations myself...so I have some idea of how the game is played.

sfcjones

This really sucks, I bought a 07 Tahoe and the dash is cracked and the dealer will not fix it. Their cost on parts is at about $850.00 plus the book calls for 14 hours labor. I almost fell out when they quoted the labor hours. Maybe 4 hours but 14 seems a bit off the mark.

SoCal Rich

I came across these posts when I did a search for a Cadillac Escalade cracked dash.

Vehicle Info:
2007 Cadillac Escalade
74000 miles
I am the original owner

Issue #1: Cracked Dash Piece near the windshield - One crack towards the driver side and passenger side.
Issue #2: When accelerating from a dead stop you hear a clunking sound like a broken motor mount.

Chevy Dealership: Mark Christopher Auto Center - Ontario California

1. Sent a private message to Louis (Chevrolet Customer Service) with my information.
2. Louis sent a private message and called stating that he setup a case for my issue and he will forward my case to a district specialist.
3. A district specialist named "Ray" called twice, I missed the first call and on the second he made a 3 way call to the dealer to set up an appointment that was convenient for me. Ray gave me his contact info and said he would call me back the next day in the afternoon to follow up.
4. I arrived at the dealer and ask for Scott (the service writer that scheduled my appointment). I give him the information about the cracked dash and noise that sounds like a broken motor mount. He writes up the service order and asks for my signature. When i look at the service order there is a $200 charge to inspect it. I ask him about this charge and he said they will apply that amount to whatever it cost to fix. I asked about my warranty and he said the warranty expired in July of last year and I explained this had been happening while it was still under warranty but just did not have a chance to bring it in. I asked for my keys and left and was not going to commit to $200 for the inspection and who knows how much more for the actual repair.
5. I called up Ray telling him I just went to the dealer and they wanted to charge me $200 to inspect it and I was not going to commit to that. He said he would call the dealer and speak with the service manager let me know if they were going to be able to do anything. About an hour later I receive a call back from Ray and he said the dealer was going to inspect it at no charge. I drove back and dropped the vehicle off.
6. I got a call from dealer later that afternoon and they said that they never seen the cracked dash before but as a courtesy they will go ahead and do the repairs at no cost for both jobs. They said they will try and get it completed before the end of the day. Ray followed up with a call a little bit later with the same results.
7. I get a call at about 4PM saying that they are done with the cracked dash piece and are almost complete with the motor mount and that it might be complete today but possibly the next morning. I said I was OK with either and received another call the same day at 5PM that my vehicle was ready to be picked up. I was surprised that the dealer had those parts in stock...........
8. I arrived at the dealership, went to see the cashier and just gave them my John Hancock.
9. Ray called me back the next day to confirm everything was taken care of<----Great Customer Service all around.

I would like to especially thank Louis (GM Customer Service), Ray (District Specialist) and Scott (Service Writer), Steve (Service Manager) and Mark Christopher Auto Center and General Motors. I really feel like everyone stepped up and I'm happy to say that I was treated great and was provided with great service all the way around.

PS Ray is great at following up.

Chevrolet Customer Service

What great news, SoCal Rich! We're pleased to hear how well this turned out for you!

Louis is out at the moment, but I will be sure to pass your compliments along to him.

All the best,
Sarah
Chevrolet Customer Service

Chevrolet Customer Service

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Have you contacted GM Customer Service regarding this issue?

Louis
GM Customer Service

sfcjones

I haven't as of yet, I just purchased the Tahoe and with 87k miles on it the dealer is fixing the door handle, outside mirror and lumbar support. I was thinking of different ways of repairing the dash or just buying a cover for it to hide the awful crack.

jmeverett1

Does anybody have the contact info for the GM reps in the Pennsylvania area, I have the same cracked dash issue (2007 Avalanche) and dealer is not willing to do anything. Any help would be greatly appreciated. Thanks