How do I contact upper management about my Suburban problems?
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From: Global Headquarters in Detroit, MI
SabrToothSqrl,
The labor would be covered as long as you have the repair done by the dealership. If you purchase the part over the counter from the dealership and perform the work yourself then it would just be the part that would get the coverage. If you have anymore questions or concerns, feel free to contact me.
Thank you,
Elizabeth, Chevrolet Customer Assistance
Last edited by Chevrolet Customer Service; May 17, 2011 at 1:47 PM.
Official GM Rep
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From: Global Headquarters in Detroit, MI
Thanks Jeff. I'm sending you the case number by PM.
So far the case has been closed by GM and I'm noted as being "dissatisfied." They don't seem to care about trying to make me "satisfied." I don't think I'm asking for too much. I just want them to put their money where their mouth is, and back up the engine work with additional warranty for the engine. I'm not asking for them to extend the warranty on the entire vehicle.
Rick
So far the case has been closed by GM and I'm noted as being "dissatisfied." They don't seem to care about trying to make me "satisfied." I don't think I'm asking for too much. I just want them to put their money where their mouth is, and back up the engine work with additional warranty for the engine. I'm not asking for them to extend the warranty on the entire vehicle.
Rick
Jeff Morris, Chevrolet Customer Service
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From: Global Headquarters in Detroit, MI
If it's the customer service number then no need to even try. They closed my case 2 different times stating they could not reach me. Even though I called (6) times in 10 days left voice mails with my cell #. The "resolution" to my issue was to deny it. So resolved for GM, not for me. You would think GM would want to protect it's customer base, but seems like they really could care less if you buy from them or not. I love my suburban, this is my 4th one but will be my last GM purchase after the way I've been treated by Corporate and the dealer.
Jeff Morris, Chevrolet Customer Service
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Someone from GM called me on Monday while I was at work. They are supposed to call again today. It sounds like they want to talk it over again. I don't know if that is Jeff's doing, or what, but I'm happy to see that they may try to make me happy.
The 12 month/ 12,000 miles warranty on dealership repairs is great for most things. Unfortunately, the design FLAW that is causing 2007-2008 Suburbans to burn oil because of excessive build up on the undersurface of the piston rings takes 30,000-50,000 miles to show up. They say they fixed the problem with the baffle they added to the oil pan. I want a 50,000 miles warranty on the engine work they did to PROVE they fixed the DESIGN FLAW.
I'll keep you guys posted.
The 12 month/ 12,000 miles warranty on dealership repairs is great for most things. Unfortunately, the design FLAW that is causing 2007-2008 Suburbans to burn oil because of excessive build up on the undersurface of the piston rings takes 30,000-50,000 miles to show up. They say they fixed the problem with the baffle they added to the oil pan. I want a 50,000 miles warranty on the engine work they did to PROVE they fixed the DESIGN FLAW.
I'll keep you guys posted.
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Well..., that was disappointing. Talked to the same guy. Same result. He says that I reached the highest level of customer management I can reach by phone. My options now are to write a letter. He said that he "can't extend the warranty to cover a problem that might not happen." Isn't that why people buy extended warranties - to cover things that may or may not happen in the future?!?!? I asked if they could just remove the 5 year limit on the engine warranty, and cover the defect for a full 100K miles. Same stupid answer about not being able to cover something that might only hypothetically happen in the future.
If I was running the show, I would have said, "I'm terribly sorry for the inconvience that our design error has caused you and your family. To make it up to you, we would like to offer the repair again in the future, should it be needed, at no charge to you in order to offset any further inconvience our design flaw may cause you. We hope that this experience doesn't negatively impact your decision to buy another GM product." Why can't they learn this basic customer service principle. No wonder they needed a freaking bailout - Nobody is stupid enough to buy GM more than once. This is my first GM product, and the only car purchase I've regretted in 25 years of driving.
If I was running the show, I would have said, "I'm terribly sorry for the inconvience that our design error has caused you and your family. To make it up to you, we would like to offer the repair again in the future, should it be needed, at no charge to you in order to offset any further inconvience our design flaw may cause you. We hope that this experience doesn't negatively impact your decision to buy another GM product." Why can't they learn this basic customer service principle. No wonder they needed a freaking bailout - Nobody is stupid enough to buy GM more than once. This is my first GM product, and the only car purchase I've regretted in 25 years of driving.
Last edited by rdalcanto; May 18, 2011 at 5:33 PM.
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warranty
My Tahoe's been to the shop a documented 21 times since new. NEW with 6 miles on it.
Last time I said, look, all I want is a longer warranty... if you built a non piece of $hit, then you stand to lose...NOTHING! and if you did, you should fix it because you just wasted MY money.
Nope, they cut me a check for $300 instead. All I wanted was one more year bumper to bumper... even GM has no faith in the car
Last time I said, look, all I want is a longer warranty... if you built a non piece of $hit, then you stand to lose...NOTHING! and if you did, you should fix it because you just wasted MY money.
Nope, they cut me a check for $300 instead. All I wanted was one more year bumper to bumper... even GM has no faith in the car
Official GM Rep
Joined: Mar 2010
Posts: 4,163
Likes: 27
From: Global Headquarters in Detroit, MI
Well..., that was disappointing. Talked to the same guy. Same result. He says that I reached the highest level of customer management I can reach by phone. My options now are to write a letter. He said that he "can't extend the warranty to cover a problem that might not happen." Isn't that why people buy extended warranties - to cover things that may or may not happen in the future?!?!? I asked if they could just remove the 5 year limit on the engine warranty, and cover the defect for a full 100K miles. Same stupid answer about not being able to cover something that might only hypothetically happen in the future.
If I was running the show, I would have said, "I'm terribly sorry for the inconvience that our design error has caused you and your family. To make it up to you, we would like to offer the repair again in the future, should it be needed, at no charge to you in order to offset any further inconvience our design flaw may cause you. We hope that this experience doesn't negatively impact your decision to buy another GM product." Why can't they learn this basic customer service principle. No wonder they needed a freaking bailout - Nobody is stupid enough to buy GM more than once. This is my first GM product, and the only car purchase I've regretted in 25 years of driving.
If I was running the show, I would have said, "I'm terribly sorry for the inconvience that our design error has caused you and your family. To make it up to you, we would like to offer the repair again in the future, should it be needed, at no charge to you in order to offset any further inconvience our design flaw may cause you. We hope that this experience doesn't negatively impact your decision to buy another GM product." Why can't they learn this basic customer service principle. No wonder they needed a freaking bailout - Nobody is stupid enough to buy GM more than once. This is my first GM product, and the only car purchase I've regretted in 25 years of driving.
Thank you,
Elizabeth, GM Customer Service
Last edited by Chevrolet Customer Service; May 19, 2011 at 9:49 AM.
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From: Austin, Texas
rdalcanto While I agree that customer service and follow up could be better...
The repair will probably last the normal life time of the vehicle...
Might want to try for something like some free oil changes or service coupons...
I know its not the warranty you'd like but unless you are willing to spend a lot of time in money in pursuing it it most likely won't happen...
Do
Write to the company
Write to your BBB
write to the the dealership that did the work
Save all your paper work and if you do have a failure and want to invest the time and money into it later on you will have the paperwork to back it up...
The repair will probably last the normal life time of the vehicle...
Might want to try for something like some free oil changes or service coupons...
I know its not the warranty you'd like but unless you are willing to spend a lot of time in money in pursuing it it most likely won't happen...
Do
Write to the company
Write to your BBB
write to the the dealership that did the work
Save all your paper work and if you do have a failure and want to invest the time and money into it later on you will have the paperwork to back it up...
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