[CadiJ]

I am rather "new" here but will throw in my 2-cents...

While I may not agree with the yelling -- it usually gets no action what so ever -- I will confirm from my recent observations with Cadillac Customer Service that when something goes really wrong with your Cadillac (in my case I have a 2009 CTS) the Cadillac Call center is just about the WORST customer experience a global "world class" company can provide…

When Cadillac customer service links directly to the Service Manager on a topic or issue that they don't know how to deal with OR a repair that looks to be extremely labor and cost intensive, they basically tell the Service Manager to STALL STALL STALL and though my Service Manager is a good guy, the B.S. that is handed out within most Cadillac service departments is really ridiculous - and I say this as someone who has visited a number of Cadillac stores AND I also worked as a ASM for a Lexus store...

After going through the Cadillac Customer Service process - while I don't condone the yelling and screaming -- I can totally see how it could happen -- ESPECIALLY to a new customer, coming to Cadillac from another brand, imports in particular.

When your car is diagnosed with a problem, it should not be on the customer's shoulders to push hard to get the vehicle fixed or replaced. Cadillac's M.O. when something major goes wrong is STALL, I am not yelling and screaming about it because I will just use lemon law however, my point is Cadillac's customer service boarders on customer abuse.

I take issue with Cadillac not fixing a car that has had "mods" I think it is incumbent upon the dealer and Cadillac to prove beyond a shadow of a doubt that the mod has caused the warranty to void and put it in writing, something Cadillac will refuse to do no matter what the problem is...

I can see from the posts that this owner is experiencing a number of problems with the vehicle (I am in the same boat) and while we may not agree with this customer's approach it is clear that this new Cadillac customer has had a less than pleasurable experience which is unfortunate for the brand.

The measure of a great company is NOT how they treat their customers when everything is fine rather, the measurement of a great company is how they treat a customer when something goes wrong. I agree that this customer may have taken the yelling and screaming too far however, I am not yelling and screaming at Cadillac and am having a equally horrific experience. In this day-and-age when we are spending a good bit of hard earned money on a new Cadillac -- a bad experience is really unacceptable. Bad service to a 1st time Cadillac customer such as myself, makes me really miss my Lexus and or BMW service experience...