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,