May 14, 2008
Hi and welcome to my blog! I'm a 38 year old Engineer and work for a large manufacturing firm in San Diego. For my 36th birthday, I had what can best be described as a mild "mid-life crisis". I ran across a life expectancy calculator and ran the numbers. The answer: 65. I re-ran the numbers, resolving to eat better, work out, and better manage stress...everything I could change. The revised answer: 68. My response: Buy an outrageous car, of course. Being a family man, my cars must have four doors...so what's the most outrageous four door car that I could pretend to afford? How about a Cadillac with a 400 horsepower Corvette engine and a 6 speed manual transmission, a 2006 CTS-V? Delighted with my decision, I started looking. I've not been delighted since...
Presented below are my correspondences with various Cadillac entities. I had intended to provide a narrative flow for them, but I think they speak for themselves...
A summary is available here: Summary
Not so free oil Change
December 12, 2006
Forwarded is in reference to Service Request:x Please let me briefly recount what I've been through. I received a 2006 CTS-V with a defective radio.The dealer (de la fuente) alternately implied the radio was fine or that I had broken it.The dealer indicated that corporate wouldn't authorize a replacement until my fifth visit.When they replaced the radio, they configured it wrong, resulting in another trip to the dealer for me.To compensate me for my time, Cadillac gave me a protection plan for oil changes.I signed up for an appointment on-line at a different dealer. Two weeks elapsed. They never responded.I took my car to Jiffy Lube and submitted copies of the receipts for reimbursement per the contract.A month later, GM protection plan responded, saying that the copies were of insufficient quality and I should resubmit.I felt jerked around and asked for help from corporate.Two weeks later, corporate replied, saying "dealers are independently owned and operated"I said I wasn't asking for help with a dealer.Two weeks later, corporate replied, saying my plan doesn't cover third party oil changesI replied "actually it does." (see below)This time I got an immediate response, because my email bounced off an unmonitored account. I've managed customer service organizations before. If I'd even thought about treating a customer the way you've treated me, I'd be fired in a heartbeat. Your actions have taken this well beyond a $70 oil change. Not only have you done the wrong thing at every opportunity, but you've told me that my problems are my fault, which they most certainly are not. Please escalate this several levels up the chain until someone who can actually help me reads it. There's probably a node in the org chart where both your call center and your ebusiness report...that would be a good place to go. Regards,
Forwarded is in reference to Service Request:x Please let me briefly recount what I've been through. I received a 2006 CTS-V with a defective radio.The dealer (de la fuente) alternately implied the radio was fine or that I had broken it.The dealer indicated that corporate wouldn't authorize a replacement until my fifth visit.When they replaced the radio, they configured it wrong, resulting in another trip to the dealer for me.To compensate me for my time, Cadillac gave me a protection plan for oil changes.I signed up for an appointment on-line at a different dealer. Two weeks elapsed. They never responded.I took my car to Jiffy Lube and submitted copies of the receipts for reimbursement per the contract.A month later, GM protection plan responded, saying that the copies were of insufficient quality and I should resubmit.I felt jerked around and asked for help from corporate.Two weeks later, corporate replied, saying "dealers are independently owned and operated"I said I wasn't asking for help with a dealer.Two weeks later, corporate replied, saying my plan doesn't cover third party oil changesI replied "actually it does." (see below)This time I got an immediate response, because my email bounced off an unmonitored account. I've managed customer service organizations before. If I'd even thought about treating a customer the way you've treated me, I'd be fired in a heartbeat. Your actions have taken this well beyond a $70 oil change. Not only have you done the wrong thing at every opportunity, but you've told me that my problems are my fault, which they most certainly are not. Please escalate this several levels up the chain until someone who can actually help me reads it. There's probably a node in the org chart where both your call center and your ebusiness report...that would be a good place to go. Regards,
Letter to the CEO of General Motors
December 28, 2006
G. Richard Wagoner
Chief Executive Officer
General Motors Corporation
300 Renaissance Center
Detroit, MI 48265-3000
Mr. Wagoner,
I am returning a complimentary GM Protection Plan that was provided to me as compensation for poor service provided by your Cadillac division. Unfortunately, this poor service extends into the administration of the Protection Plan as well, so I must regrettably return this policy unused.
I recommend that you pull my file from your corporate customer service desk, from OnStar, from De La Fuente in El Cajon, California, from Marvin K. Brown in San Diego, California, and from the General Motors Protection Plan office. I am sure you will find correctable problems in each of these areas.
I am truly concerned for the future of your corporation. I am squarely in the middle of your desired market, I am a first time GM buyer, and I am the grandson of a Fisher Body factory worker. If you have lost me as a customer, from where will your future revenue originate?
Regards,
G. Richard Wagoner
Chief Executive Officer
General Motors Corporation
300 Renaissance Center
Detroit, MI 48265-3000
Mr. Wagoner,
I am returning a complimentary GM Protection Plan that was provided to me as compensation for poor service provided by your Cadillac division. Unfortunately, this poor service extends into the administration of the Protection Plan as well, so I must regrettably return this policy unused.
I recommend that you pull my file from your corporate customer service desk, from OnStar, from De La Fuente in El Cajon, California, from Marvin K. Brown in San Diego, California, and from the General Motors Protection Plan office. I am sure you will find correctable problems in each of these areas.
I am truly concerned for the future of your corporation. I am squarely in the middle of your desired market, I am a first time GM buyer, and I am the grandson of a Fisher Body factory worker. If you have lost me as a customer, from where will your future revenue originate?
Regards,
Letter to my new Cadillac Dealer
October 26, 2007
I've been to MKB several times since switching from De La Fuente and do believe that your dealership is earnestly interested in improving your service (unlike De La Fuente, to whom I will never speak again). Also, as a quality improvement consultant myself, I recognize the value of customer feedback, particularly when there are actionable items discussed. As I just completed a GM dealer survey, I thought I'd take a few minutes to share thoughts on my experiences with MKB.
I came to MKB very dissatisfied with the service I'd received at De La Fuente. It took them 5 visits to replace a defective radio, and another visit to get the radio working properly. To compensate me for my time, GM provided me with a year's worth of oil changes & tire rotations. As you may recall, I tried to book an appointment on your service website. That appointment was lost. My Dad contacted you and we met in person when I brought my CTS-V in for an oil change & tire rotation. You helped me understand the version control on the Navigation DVDs. When I got my car back from that visit, it was missing a valve stem cover. You offered to order one for me. I came in a few days later and picked it up and paid for it. I think that was a missed opportunity for your organization. Given the history, and considering it somewhat likely that the cover was lost at your dealership, I think you should have provided a valve stem cover without charge. I also think you should have shipped it to my house so I could avoid another trip to the dealer.
The next time I brought my car in for service it was for numerous issues (burning oil, ripped front air dam, creaky sunroof, worn radio buttons, failed passenger overhead hand hold (colloquially called the "oh s**t bar"), and a misaligned trim in the trunk). Your dealership fixed the air dam, the overhead hand hold, started an oil consumption test, and did a recall on the differential (turns out it was leaking and I hadn't noticed). I was informed in no certain terms that I was culpable in engine burning oil. Between oil changes, the car had gone from full (6 quarts) to 2.5 quarts in spite of my adding 2 quarts...so it burned 5 1/2 quarts in less than 5000 miles. The warning was that, should the engine fail, it would be repaired at my expense if it weren't kept full of oil. I should be checking oil every time I add gas, I was informed. I must confess I found that line of reasoning perfectly understandable, from GM's perspective, but perfectly repulsive as a customer. The engine clearly had (has?) a defect, but that defect would be my problem if I didn't follow a maintenance schedule that I'm sure less than 1% of American's follow...and I should follow that schedule on a $50k luxury car to protect me against being liable should it catastrophically fail. After the service, the car miraculously stopped burning oil, but no service was performed that would have had that affect. I find that curious. Also, my other complaints weren't addressed (sunroof, worn radio buttons, or misaligned trim in the trunk). Fortunately I had to bring the vehicle back in for service at the end of the consumption test. At that time the sunroof was adjusted, the trunk trim was fixed, and I got a new radio...the same radio that took to De La Fuente 5 times for repair.
The radio/nav systems in the CTS-V's hold significant personal information. Not only does it remember the last 50 miles you drive, but you can also remember locations (like your home, your work, kids' school, etc) and phone numbers. The new radio that I received was reconditioned...and its memory hadn't been cleared. It previously belonged to someone who lived outside San Francisco. I had to go into the maintenance screen and do a "reset to defaults" to clear it. More importantly, I called my service rep at MKB and asked him to clear the memory on the unit from my car. I don't have a strong feeling he did so. This is a significant liability issue for GM, seriously. You should run this up the chain with GM's lawyers; I hope they're sufficienly tech-savvy to be interested.
The most recent occasion for service was for a differential problem. If you search Google for Cadillac CTS differential, you'll see a whole host of information about the problems in the differential design. I fell victim to this problem. I tried to book an appointment online, but was unable to get a time without talking to a person. We played phone tag a few times before my wife just called and made an appointment. I'm not sure why our Suzuki dealership has the capability to schedule appointments on-line (I fill out a web form, get a time, and show up) but MKB doesn't...maybe it's because my service was more significant? In any case, when I showed up, a service rep came out and took my information. He informed me "we had you booked on the truck side". I'm sure he noticed that the CTS-V isn't a truck. He "went ahead and took me anyway" for my appointment. Again, I'm not sure what I did wrong, but I'm glad he did me a favor and worked me into his busy schedule (my apologies for the sarcasm). I didn't hear anything until 3pm when I called for a status update. He hadn't heard, but did call me back at 4pm. That's pretty late. I ended up keeping the rental overnight and picking up my car the next day at close of business with a new bushing in the diff. We then waited 20 minutes for our car before we asked someone to go get it...turns out the ticket got lost.
On the plus side, your rental car service is top notch. I started with a GMC SUV of some sort, which was OK, but then got an STS, and had a DTS on my most recent service. It's nice to have a comfortable car when yours is in for service.
I've owned the car since January 26, 2006, making today my 21 month anniversary. In that time, I've had it in for unscheduled service (repairs) 9 times. For reference, we've had our 2004 Suzuki XL-7 since January '04 (45 months)...it's been in for repairs once. At present on the CTS-V, the sunroof is creaking again and the radio buttons are again worn. I think I'll just batch up my problems and bring them all in when I need the oil changed again...that way I'll get a complimentary rental car...maybe an XLR!
Thanks,
I've been to MKB several times since switching from De La Fuente and do believe that your dealership is earnestly interested in improving your service (unlike De La Fuente, to whom I will never speak again). Also, as a quality improvement consultant myself, I recognize the value of customer feedback, particularly when there are actionable items discussed. As I just completed a GM dealer survey, I thought I'd take a few minutes to share thoughts on my experiences with MKB.
I came to MKB very dissatisfied with the service I'd received at De La Fuente. It took them 5 visits to replace a defective radio, and another visit to get the radio working properly. To compensate me for my time, GM provided me with a year's worth of oil changes & tire rotations. As you may recall, I tried to book an appointment on your service website. That appointment was lost. My Dad contacted you and we met in person when I brought my CTS-V in for an oil change & tire rotation. You helped me understand the version control on the Navigation DVDs. When I got my car back from that visit, it was missing a valve stem cover. You offered to order one for me. I came in a few days later and picked it up and paid for it. I think that was a missed opportunity for your organization. Given the history, and considering it somewhat likely that the cover was lost at your dealership, I think you should have provided a valve stem cover without charge. I also think you should have shipped it to my house so I could avoid another trip to the dealer.
The next time I brought my car in for service it was for numerous issues (burning oil, ripped front air dam, creaky sunroof, worn radio buttons, failed passenger overhead hand hold (colloquially called the "oh s**t bar"), and a misaligned trim in the trunk). Your dealership fixed the air dam, the overhead hand hold, started an oil consumption test, and did a recall on the differential (turns out it was leaking and I hadn't noticed). I was informed in no certain terms that I was culpable in engine burning oil. Between oil changes, the car had gone from full (6 quarts) to 2.5 quarts in spite of my adding 2 quarts...so it burned 5 1/2 quarts in less than 5000 miles. The warning was that, should the engine fail, it would be repaired at my expense if it weren't kept full of oil. I should be checking oil every time I add gas, I was informed. I must confess I found that line of reasoning perfectly understandable, from GM's perspective, but perfectly repulsive as a customer. The engine clearly had (has?) a defect, but that defect would be my problem if I didn't follow a maintenance schedule that I'm sure less than 1% of American's follow...and I should follow that schedule on a $50k luxury car to protect me against being liable should it catastrophically fail. After the service, the car miraculously stopped burning oil, but no service was performed that would have had that affect. I find that curious. Also, my other complaints weren't addressed (sunroof, worn radio buttons, or misaligned trim in the trunk). Fortunately I had to bring the vehicle back in for service at the end of the consumption test. At that time the sunroof was adjusted, the trunk trim was fixed, and I got a new radio...the same radio that took to De La Fuente 5 times for repair.
The radio/nav systems in the CTS-V's hold significant personal information. Not only does it remember the last 50 miles you drive, but you can also remember locations (like your home, your work, kids' school, etc) and phone numbers. The new radio that I received was reconditioned...and its memory hadn't been cleared. It previously belonged to someone who lived outside San Francisco. I had to go into the maintenance screen and do a "reset to defaults" to clear it. More importantly, I called my service rep at MKB and asked him to clear the memory on the unit from my car. I don't have a strong feeling he did so. This is a significant liability issue for GM, seriously. You should run this up the chain with GM's lawyers; I hope they're sufficienly tech-savvy to be interested.
The most recent occasion for service was for a differential problem. If you search Google for Cadillac CTS differential, you'll see a whole host of information about the problems in the differential design. I fell victim to this problem. I tried to book an appointment online, but was unable to get a time without talking to a person. We played phone tag a few times before my wife just called and made an appointment. I'm not sure why our Suzuki dealership has the capability to schedule appointments on-line (I fill out a web form, get a time, and show up) but MKB doesn't...maybe it's because my service was more significant? In any case, when I showed up, a service rep came out and took my information. He informed me "we had you booked on the truck side". I'm sure he noticed that the CTS-V isn't a truck. He "went ahead and took me anyway" for my appointment. Again, I'm not sure what I did wrong, but I'm glad he did me a favor and worked me into his busy schedule (my apologies for the sarcasm). I didn't hear anything until 3pm when I called for a status update. He hadn't heard, but did call me back at 4pm. That's pretty late. I ended up keeping the rental overnight and picking up my car the next day at close of business with a new bushing in the diff. We then waited 20 minutes for our car before we asked someone to go get it...turns out the ticket got lost.
On the plus side, your rental car service is top notch. I started with a GMC SUV of some sort, which was OK, but then got an STS, and had a DTS on my most recent service. It's nice to have a comfortable car when yours is in for service.
I've owned the car since January 26, 2006, making today my 21 month anniversary. In that time, I've had it in for unscheduled service (repairs) 9 times. For reference, we've had our 2004 Suzuki XL-7 since January '04 (45 months)...it's been in for repairs once. At present on the CTS-V, the sunroof is creaking again and the radio buttons are again worn. I think I'll just batch up my problems and bring them all in when I need the oil changed again...that way I'll get a complimentary rental car...maybe an XLR!
Thanks,
Another letter to my new Cadillac Dealer
May 4, 2008
It's time for my periodic feedback. It's been a while since I came in (March 21st), but I've finally found about 30 minutes to put my thoughts together. I brought my CTS-V in for many kinds of service, so I'm going to arrange my comments by complaint and then by the specific service line item. I don't expect you to provide comment on each of these items, but I would appreciate it if you would read the email in its entirety. If not, then just the first two items, as they identify issues which expose MKB and GM to significant legal liability, and the closing paragraph.
LEGAL LIABILITY ISSUES
Replaced Radio: The car is on its third radio now, a fact that I won't address except to say that GM should discover clear fingernail polish...putting that on the radio buttons would save many radios. When the second radio was installed, I found that it still had personal information from the previous owner in memory (home location, destinations, etc). I specifically asked this time to ensure that (1) my radio's memory was wiped before being removed, and (2) the new radio's memory was wiped before delivery. I found that the new radio still has the last 5 destinations that the previous "Driver 2" visited, as well as "Driver 2"'s home location in memory. It's really completely unacceptable that this happen in the first place, let alone after I specifically asked for it to be addressed. I fully expect that the next drivers who received my old radios (after reconditioning) have my home address and that of my ex-wife and children...and the means to drive directly to our residences. Cadillac is going to get sued over this...it's personal information and you are mishandling it. It's surprising to me that you haven't been sued already, considering that I expect many of your customers are lawyers (like my wife, for instance). You guys really, really need to figure this out. Seriously.
Leaking water: There was a leak in the upper left hand corner of the windshield. The water was pooling in the upholstery in the ceiling and dripping from the plastic rivet that holds the upholstery up...the rivet that says "Air Bag". As a customer, I get very concerned when I see water dripping from components labeled "air bag", considering I have explosives installed at that location, pointing at my head, that are electrically controlled. This is a pretty significant liability for Cadillac, should that air bag discharge unexpectedly as I'm driving down the road. When I called the first time for a status update, I was told that they couldn't replicate the problem. Then they found the leak and said they'd fixed it. When I got home, water was dripping from the "air bag" rivet after the complimentary car wash. They didn't leak test it after they fixed it. I had to bring the vehicle back a second time (March 31st) to get that fixed properly. I think they had to remove the windshield and perhaps replace it, which took 4 days. I had to ask to have the air bag components inspected to ensure they weren't compromised. I think they just looked into the pillar from the gap vacated by the windshield. If it were me, I would have removed the upholstery from the roof and done a detailed inspection, maybe replacing the airbag for good measure. I'm just keeping my fingers crossed, as I only have a year left on lease.
PRICING
Inspect brakes & recommend repairs: I've known for a long time that brake jobs are a racket, but this really reinforced it for me. I think I paid right around $1200 for front pads & rotors, rear pads, and a system flush. I've done many disc brake jobs myself and know how easy it is, usually one or two bolts after you have the wheel off, maybe 10 minutes a wheel. The most expensive pads I could buy from Kragen.com were $120 a pair front, about $80 a pair rear, and about $100 each for the rotors. That's $400 in parts, add $20 for brake fluid. And I could complete it in two hours. I chose to not do it myself because I don't have a jack low enough to get under the car. For the $800 difference in cost, I could have bought a pretty nice jack... Oh, and this service would have been free on a BMW...
Rotate tires: Service not performed because the tires were considered to be too worn. Offered replacement tires (non run-flats) at around $200 each. I'm not certain, but in a car with no spare tire, I think run flats may be required (liability if you'd sold me the wrong tires?). It certainly seems to be an odd discrepancy that MKB wouldn't rotate my tires because they were too worn -but- they'd sell me non-run flats on a car with no spare. I did ask for a price on run flats: $380 each. I purchased run flats from a different retailer for $280 each. I think your pricing is really out of line, so I took my money elsewhere.
New remote and key: $200 and 2 weeks. I'll leave the cost alone for a minute, but I'm really not sure why this isn't a "walk up" service item. I'm sure there's a good reason.
UNSOLVABLE PROBLEMS
Troubleshoot car not starting: I've had two instances this year where the car wouldn't start. No cranking, just nothing. I took the key out, waited about a minute, tried again, and it worked. There was nothing in the computer about this incident whatsoever. As a customer, one of my basic needs is that "the car will start". This is the first car that I've owned that has behaved this way, and it's disturbing both that the car wouldn't start and that the service technicians couldn't find anything else to write apart from "could not verify customer concern".
Sunroof rattles: This was the second time this was serviced. When I bring it in for my next oil change, it will need to be serviced again, because it's still rattling. From my perspective, this helps to ensure I get a loaner car when I come in for an oil change. Still, it would be nice to get this fixed some day.
Tire losing air
: Found a nail but didn't fix it because the tires were considered to be too worn. So it's better to put me on the road with a nail in the tire... I know, State of California, liability, etc, etc, etc. Still, as a customer this was a significant dissatisfier.
MANUFACTURING ISSUES
Oil Change: Went fine, but the car burns oil at a significant rate. I think it burned 2 quarts in 5000 miles. I'm told GM's spec is 1 quart in 2000 miles. My buddies with BMWs find this pretty shocking and let me know that their cars don't burn any where near that much oil.
Rear differential safety recall: This went fine, though it was the third servicing my differential has had in 21,500 miles. The CTSs have really taken a beating on this in the owners forums, and I hope GM has it fixed now.
The vehicle gets attention wherever I go, and people routinely ask me how I like the car. I suspect you can guess how I respond. I really don't think we're doing each other any good at this point, so I'll float the idea of an amiable divorce. I'd like to return the car early on lease for a pro-rated refund of my lease down payment and a suitable adjustment for the fact that I'm significantly under my mileage allotment. Considering the tome above (and those that have preceded), I think you should waive the early termination fee. I understand that there is more depreciation in the first two years than in the third, so the lease may be upside down. I am willing to "settle up" on depreciation, and I think you have enough information to quantify where we are on the depreciation curve and to arrive at a fair termination number. I'd really like for you to carefully consider this before dismissing it out of hand.
Thanks,
It's time for my periodic feedback. It's been a while since I came in (March 21st), but I've finally found about 30 minutes to put my thoughts together. I brought my CTS-V in for many kinds of service, so I'm going to arrange my comments by complaint and then by the specific service line item. I don't expect you to provide comment on each of these items, but I would appreciate it if you would read the email in its entirety. If not, then just the first two items, as they identify issues which expose MKB and GM to significant legal liability, and the closing paragraph.
LEGAL LIABILITY ISSUES
Replaced Radio: The car is on its third radio now, a fact that I won't address except to say that GM should discover clear fingernail polish...putting that on the radio buttons would save many radios. When the second radio was installed, I found that it still had personal information from the previous owner in memory (home location, destinations, etc). I specifically asked this time to ensure that (1) my radio's memory was wiped before being removed, and (2) the new radio's memory was wiped before delivery. I found that the new radio still has the last 5 destinations that the previous "Driver 2" visited, as well as "Driver 2"'s home location in memory. It's really completely unacceptable that this happen in the first place, let alone after I specifically asked for it to be addressed. I fully expect that the next drivers who received my old radios (after reconditioning) have my home address and that of my ex-wife and children...and the means to drive directly to our residences. Cadillac is going to get sued over this...it's personal information and you are mishandling it. It's surprising to me that you haven't been sued already, considering that I expect many of your customers are lawyers (like my wife, for instance). You guys really, really need to figure this out. Seriously.
Leaking water: There was a leak in the upper left hand corner of the windshield. The water was pooling in the upholstery in the ceiling and dripping from the plastic rivet that holds the upholstery up...the rivet that says "Air Bag". As a customer, I get very concerned when I see water dripping from components labeled "air bag", considering I have explosives installed at that location, pointing at my head, that are electrically controlled. This is a pretty significant liability for Cadillac, should that air bag discharge unexpectedly as I'm driving down the road. When I called the first time for a status update, I was told that they couldn't replicate the problem. Then they found the leak and said they'd fixed it. When I got home, water was dripping from the "air bag" rivet after the complimentary car wash. They didn't leak test it after they fixed it. I had to bring the vehicle back a second time (March 31st) to get that fixed properly. I think they had to remove the windshield and perhaps replace it, which took 4 days. I had to ask to have the air bag components inspected to ensure they weren't compromised. I think they just looked into the pillar from the gap vacated by the windshield. If it were me, I would have removed the upholstery from the roof and done a detailed inspection, maybe replacing the airbag for good measure. I'm just keeping my fingers crossed, as I only have a year left on lease.
PRICING
Inspect brakes & recommend repairs: I've known for a long time that brake jobs are a racket, but this really reinforced it for me. I think I paid right around $1200 for front pads & rotors, rear pads, and a system flush. I've done many disc brake jobs myself and know how easy it is, usually one or two bolts after you have the wheel off, maybe 10 minutes a wheel. The most expensive pads I could buy from Kragen.com were $120 a pair front, about $80 a pair rear, and about $100 each for the rotors. That's $400 in parts, add $20 for brake fluid. And I could complete it in two hours. I chose to not do it myself because I don't have a jack low enough to get under the car. For the $800 difference in cost, I could have bought a pretty nice jack... Oh, and this service would have been free on a BMW...
Rotate tires: Service not performed because the tires were considered to be too worn. Offered replacement tires (non run-flats) at around $200 each. I'm not certain, but in a car with no spare tire, I think run flats may be required (liability if you'd sold me the wrong tires?). It certainly seems to be an odd discrepancy that MKB wouldn't rotate my tires because they were too worn -but- they'd sell me non-run flats on a car with no spare. I did ask for a price on run flats: $380 each. I purchased run flats from a different retailer for $280 each. I think your pricing is really out of line, so I took my money elsewhere.
New remote and key: $200 and 2 weeks. I'll leave the cost alone for a minute, but I'm really not sure why this isn't a "walk up" service item. I'm sure there's a good reason.
UNSOLVABLE PROBLEMS
Troubleshoot car not starting: I've had two instances this year where the car wouldn't start. No cranking, just nothing. I took the key out, waited about a minute, tried again, and it worked. There was nothing in the computer about this incident whatsoever. As a customer, one of my basic needs is that "the car will start". This is the first car that I've owned that has behaved this way, and it's disturbing both that the car wouldn't start and that the service technicians couldn't find anything else to write apart from "could not verify customer concern".
Sunroof rattles: This was the second time this was serviced. When I bring it in for my next oil change, it will need to be serviced again, because it's still rattling. From my perspective, this helps to ensure I get a loaner car when I come in for an oil change. Still, it would be nice to get this fixed some day.
Tire losing air
: Found a nail but didn't fix it because the tires were considered to be too worn. So it's better to put me on the road with a nail in the tire... I know, State of California, liability, etc, etc, etc. Still, as a customer this was a significant dissatisfier.
MANUFACTURING ISSUES
Oil Change: Went fine, but the car burns oil at a significant rate. I think it burned 2 quarts in 5000 miles. I'm told GM's spec is 1 quart in 2000 miles. My buddies with BMWs find this pretty shocking and let me know that their cars don't burn any where near that much oil.
Rear differential safety recall: This went fine, though it was the third servicing my differential has had in 21,500 miles. The CTSs have really taken a beating on this in the owners forums, and I hope GM has it fixed now.
The vehicle gets attention wherever I go, and people routinely ask me how I like the car. I suspect you can guess how I respond. I really don't think we're doing each other any good at this point, so I'll float the idea of an amiable divorce. I'd like to return the car early on lease for a pro-rated refund of my lease down payment and a suitable adjustment for the fact that I'm significantly under my mileage allotment. Considering the tome above (and those that have preceded), I think you should waive the early termination fee. I understand that there is more depreciation in the first two years than in the third, so the lease may be upside down. I am willing to "settle up" on depreciation, and I think you have enough information to quantify where we are on the depreciation curve and to arrive at a fair termination number. I'd really like for you to carefully consider this before dismissing it out of hand.
Thanks,
The Last Straw
May 29, 2008
After three weeks of phone tag with the GM representative, I had a 1 minute 40 second discussion. He said, roughly, "get bent." As a result, I'm taking the following actions:
1. I'm registering the domain "NeverAgainGM.com"
2. I'm publishing the following information there: http://neveragaingm.blogspot.com/
3. I'm getting a sticker made for the back window of the CTS-V that reads "NeverAgainGM.com". It will stay there until I return the vehicle on lease in April of 2009
4. I'm sending a picture of the back of the CTS-V to the local news channels as well as to Mr. Wagoner, CEO of GM
If you can think of any actions that you can take that would affect my decision, please let me know.
After three weeks of phone tag with the GM representative, I had a 1 minute 40 second discussion. He said, roughly, "get bent." As a result, I'm taking the following actions:
1. I'm registering the domain "NeverAgainGM.com"
2. I'm publishing the following information there: http://neveragaingm.blogspot.com/
3. I'm getting a sticker made for the back window of the CTS-V that reads "NeverAgainGM.com". It will stay there until I return the vehicle on lease in April of 2009
4. I'm sending a picture of the back of the CTS-V to the local news channels as well as to Mr. Wagoner, CEO of GM
If you can think of any actions that you can take that would affect my decision, please let me know.
Declaration of War
June 6, 2008
The disrespect that you and your GM representative have shown me in not responding to my query speaks volume about the lack of customer focus and professionalism that runs rampant throughout GM.
I will not be bringing my car back to your dealership.
I will continue to use GM and your dealership as a negative example of customer service in every quality course that I teach.
I am consulting with a lawyer to pursue a Lemon Law case.
The disrespect that you and your GM representative have shown me in not responding to my query speaks volume about the lack of customer focus and professionalism that runs rampant throughout GM.
I will not be bringing my car back to your dealership.
I will continue to use GM and your dealership as a negative example of customer service in every quality course that I teach.
I am consulting with a lawyer to pursue a Lemon Law case.
Ssssshhhhh!
October 2, 2008
Good news is coming towards the end of next week...I just don't want to jinx it!!! Here's a clue, though:
http://spreadsheets.google.com/pub?key=pfCLjjPcgxJAPsZiQT2eNRw
Good news is coming towards the end of next week...I just don't want to jinx it!!! Here's a clue, though:
http://spreadsheets.google.com/pub?key=pfCLjjPcgxJAPsZiQT2eNRw
Returned!
October 27, 2008
Returned the car to original dealer. Should get check for sum of all lease payments by the end of the week. I'll keep you posted!
Returned the car to original dealer. Should get check for sum of all lease payments by the end of the week. I'll keep you posted!
...if not, this almost certainly does
November 11, 2008
This is a text message I sent to the GM rep who told me to pound sand when I tried to look for a rational exit in May.
This is a text message I sent to the GM rep who told me to pound sand when I tried to look for a rational exit in May.
Paul-We spoke on 5/29 re my 06 CTSV. I shared my story, asked out, would pay depreciation. You said no not a lemon. GM paid me 16532, my lawyer 6700. Good job.
Bailout???
November 19, 2008
To the Honorable Duncan Hunter:
I am writing regarding the bailout of the automotive industry currently being debated in congress. I am deeply concerned that our auto industry is simply too far gone to be saved. Manufacturers from other countries are able to produce automobiles in the US just fine. The inept management of the domestic auto makers seems to be balanced only by the insatiable greed of our labor unions.
If a bailout is deemed necessary, I'd strongly recommend that funds be withheld from General Motors Corporation. My recent experiences with GM, documented at http://NeverAgainGM.com, lead me to conclude that this company has completly rotted, from its suppliers and dealers, through its factories and engineering offices, and into its aftermarket services. This company will eventually fail, the only question is how much taxpayer money will go with it when it does.
Regards,
6 Sigma Master Blackbelt
San Diego, CA
To the Honorable Duncan Hunter:
I am writing regarding the bailout of the automotive industry currently being debated in congress. I am deeply concerned that our auto industry is simply too far gone to be saved. Manufacturers from other countries are able to produce automobiles in the US just fine. The inept management of the domestic auto makers seems to be balanced only by the insatiable greed of our labor unions.
If a bailout is deemed necessary, I'd strongly recommend that funds be withheld from General Motors Corporation. My recent experiences with GM, documented at http://NeverAgainGM.com, lead me to conclude that this company has completly rotted, from its suppliers and dealers, through its factories and engineering offices, and into its aftermarket services. This company will eventually fail, the only question is how much taxpayer money will go with it when it does.
Regards,
6 Sigma Master Blackbelt
San Diego, CA
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