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,
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