Cadillac Cust Svc - Refusal to Help!
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2009-2014 Cadillac CTS-V General Discussion Discussion, Cadillac Cust Svc - Refusal to Help! in Cadillac CTS-V Series Forum - 2009-2014; Yes...another thread on this topic. I've just had an interesting (but not surprising) exhange with the Cadillac Customer Service rep ...
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    Wannago's Avatar
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    Angry Cadillac Cust Svc - Refusal to Help!

    Yes...another thread on this topic.

    I've just had an interesting (but not surprising) exhange with the Cadillac Customer Service rep who is active on this forum.

    Background
    In a nutshell, I had to use my spare tire emergency repair canister, and was told by my first dealer that it was a one-time deal...after you use it at all, it needs to be replaced. Fair enough. They orded one for me at a cost of $70.00. However, once I received it, the actual hose from the canister was much longer than the original and didn't tuck into the storage groove on the compressor, and it would not "click" into place in the compressor housing like the original did.

    Unfortunately, I shortly threafter got another flat and needed to use it, only to learn roadside that the compressor would not even turn on with this canister (the canister has electrical contacts that ensure it is properly in place before it will pump the sealant out). So, I was stranded roadside and long story short...my V spent the evening on the side of the road, but survived intact.

    I left my first dealer (for this and a variety of other reasons), and asked my new dealer to order me a PROPER replacement canister. At first, the service (mis)advisor told me that I couldn't order one, that I would have to odrer the entire compessor (over 300 bucks). After some pushback, the service manager called me and said there was a mix-up. He ordered one for me and even gave it to me for free! However, this one was the same as the first replacement and wold not work either. NOTE: The service manager said that my 2009 build date WAS able to get a replacement canister, but that most other subsequent build dates would actually have to order the entire new compressor. If true, something you all might want to be aware of.

    Cadillac Cust Svc
    Given that two factory-trained Cadillac dealerships could not get this right, and seeing how active and seemingly concerned the customer service reps that are on this forum seem to be, on May 26th I PM'd them and asked if they could help. Basically, I simply wanted to know: 1) Could I actually get a replacement canister for my car (2009 sedan), and 2) if so, what is the correct part number I needed. A fellow forum member posted a link on another thread to a canister (with the cost of 18 bucks, by the way), but I wanted someone in some official capacity to answer my question.

    The response was pretty quick and I was met with questions instead of answers. I answered those questions then reiterated my simple request for help. This was met with more questions and so on, and each time I answered and again reiterated my simple request.

    Finally on June 27, I received the following response:

    XXXX, thank you so much for your patience! I'm unsure if you received my private message shortly after the one you responded to, but unfortunately I have exhausted the resources available to me and haven't found much luck on my end. I would therefore like to point you towards my Canadian counterparts at GM of Canada, who may have better access to the specific part information you're seeking. (My parameters are usually within the United States, so I apologize if this is inconvenient for you!)

    GM of Canada's hotline is 800-263-3777, and they're open M-F 7:30am - 11:30pm, Sat 7:30am - 6:00pm EST.

    Best,

    XXXXX
    Cadillac Customer Service
    I fail to see any logic in this response. What does it matter where I live with respect to this replacement part? Do US cars have different canisters than Canadian cars? I don't think so. In response, I have asked for a supervisor's contact numer so that I can perhaps try to get a straight answer.

    Without this turning into a spare tire-related thread, I wanted to ask how many people on here have actually been helped by "Cadillac Cust Svc" member? I've seen lots of posts where they express a genuine concern over a member's issue, and I know they have a "list" of users with the S/C isolator issue, but have they actually done anything, other than lip service, to actually help anyone? I personally think they have been told to make a presence here and to do some politicing and some e-damage control in the face of the many issues people raise here, but when it comes to actually DOING anything, they don't produce. So I'm driving a $75K car and have a $15.00 bottle of Canadian tire "Slime" tire sealant and a $10.00 tire plug kit in my trunk, in case I get a flat! New Standard of the World everyone.....

    Sorry for the long post.

    /rant

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    Mike02z's Avatar
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    Re: Cadillac Cust Svc - Refusal to Help!

    I have never used the Cadillac Cust Svc rep but my understanding is they don't even work for GM. It is a third party company that GM employs to troll the forums offering to assist. They probably have slightly more "pull" than the average Joe but I have not seen a ton of reviews either way on how much they have been able to help folks here. Luckily, my dealer is pretty good.

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    Trapspeed's Avatar
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    Not to dump on anyone...but I've got my opinions of them and what they (don't) do. "Horse and Pony Show" comes to mind but that's just my opinion.

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    RippyPartsDept's Avatar
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    Re: Cadillac Cust Svc - Refusal to Help!

    they are basically an online version of the people you can call and talk to at the toll free customer service line

    a bit more proactive since they are here and offering assistance instead of waiting for you to call

    but basically the same services are offered

    the one major difference is that you can have a conversation with them at your own leisure
    you do not have to call in and wait on hold etc ... you can just email back and forth - nobody's time is wasted

    ...

    in and instance where there is a question about a part they will call your local dealer and ask them to look up the part
    (not much help when your local dealer has already screwed it up)
    well at least that's how it works with the call center... i often get calls from these cust svc reps who sometimes will put me on the line with the owner in question and sometimes just take the info and relay it to the customer.

    ...

    they also serve as GM's eyes and ears on the internet - cataloging and reporting threads and discussions (a feedback of sorts)

    you will almost never hear, read, or see the results of these types of actions but there is a lot going on behind the scenes that GM is not transparent about (for good reason most of the time, in my opinion)

    ...

    they can help escalate an issue you are having with your dealer to get the attention of the regional rep who can intervene

    ...

    as for your specific issue here is what the parts catalog has to say



    this is the only tire sealant available for 2008+ CTS vehicles
    (i checked 2008-2013 and they all show this exact same thing)

    now if that is not the part number that you got from your dealer then something is very wrong
    but if it is and it does not fit your compressor then you will need a new compressor since GM does not make the one that will fit yours

    i've sold about 13 of these in the last 24 months and I have yet to run into this situation where the customer needs to buy the compressor
    basically you are the first time I have heard of this happening ...
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    Re: Cadillac Cust Svc - Refusal to Help!

    Ummm, yeah.

    I went through the same thing with a question on my wife's SRX. The owners manual states it has a 3500 pound tow rating with the Factory Installed Trailering Package, and 2500 without it. I emailed one of our Customer Specialists to ask what, specifically, makes for the 1000 pound difference, and what content is added to the vehicle in the Factory Towing Package. We had half a dozen or more email exchanges, and I never did get a straight answer...

    I hate to bash them as it is pretty cool that they are here, but sure wish they could come up with a simple answer to a simple question...

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    RippyPartsDept's Avatar
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    Re: Cadillac Cust Svc - Refusal to Help!

    These kinds of questions are like calling the phone number on a pepsi can and asking them what color blue is used on the can.

    It's customer service not a technical help line

    ...

    as far as I know the factory tow package adds a transmission cooler and the hitch (of course) and a different cover to the bumper where the hitch sticks out

    it's possible that there are other changes but i do know that if you want to add a hitch it says that you need to add the cooler in the notes for the hitch
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    Re: Cadillac Cust Svc - Refusal to Help!

    Quote Originally Posted by RippyPartsDept View Post
    as far as I know the factory tow package adds a transmission cooler and the hitch (of course) and a different cover to the bumper where the hitch sticks out

    it's possible that there are other changes but i do know that if you want to add a hitch it says that you need to add the cooler in the notes for the hitch
    Now there's a simple answer to a simple question!

    My point, and I think the OP's as well, is just that. If it's not a question that Customer Service can answer, just say so. Why ask for my VIN, selling dealer, buyers full name, etc., just to confirm our SRX did not come equipped with the factory trailering package (I already knew that)? Why have half a dozen back and forth emails (all of them very polite) with no real answer?

    It was like using Siri on my phone. She was always very polite in saying "Let me check my sources", but I eventually gave up in frustration trying to get the simple two sentence answer you provided.

    Again, I am not bashing them. I think it's great that they are here and monitor the forum, I actually started a thread several months ago stating exactly that.

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    Re: Cadillac Cust Svc - Refusal to Help!

    Quote Originally Posted by RippyPartsDept View Post
    ...

    as for your specific issue here is what the parts catalog has to say



    this is the only tire sealant available for 2008+ CTS vehicles
    (i checked 2008-2013 and they all show this exact same thing)

    now if that is not the part number that you got from your dealer then something is very wrong
    but if it is and it does not fit your compressor then you will need a new compressor since GM does not make the one that will fit yours

    i've sold about 13 of these in the last 24 months and I have yet to run into this situation where the customer needs to buy the compressor
    basically you are the first time I have heard of this happening ...
    Thanks Rippy. I don't have either of the boxes for the 2 useless cansiters in my possession. I think the fact that the hose is about 6"-7" longer that the original tells me something is definitely very wrong. With the second canister, the service manager kept the box and just gave me the canister, so I don't have much info to go on.

    The first wrong canister I have has a decal on it as such:
    PN:03160100000B
    BN:TEK509041301
    SN:009104

    The last wrong cansiter I received also a decal on it with only the following:
    SN: 0609420

    However, in the image you posted, if I read it correctly, it says: on vehicles built before 11/09, order T/W Compressor 25913642...

    Is that saying that because I have an 06/09 build, that I have to order an entire compressor? If so, yet another pleasant surprise that comes with the "Cadillac Experience".

    Finally, seeing as I even spent the extra money on an extended warranty....is this really something that should be at the customer's (my) expense? Does GM really expect all those who have pre-November 2009 build dates to spend over 300 bucks as soon as they have a flat tire? Absurd!

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    Yeah I agree that it doesn't make sense that you should have to pay for GM's design change. Maybe the cust svc rep can get a free one authorized for you. That or your dealer can try and warranty your old one for a new one.
    Chris Heath (RippyPartsDept) is an ASE Certified GM Parts Consultant at
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    RippyPartsDept's Avatar
    RippyPartsDept is offline Hi, I'm Chris - Please Read My Signature
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    As for the row package question I think that has more to do with it being the type of question that is just not easily verified 100% so they can't really say. I've got experience and familiarity with this kind of thing and can hypothesize with some confidence. They're not going to say so unless it's documented and it's clearly not - and this kind of thing isn't typically documented. You would think that it would be but it isn't.
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    Re: Cadillac Cust Svc - Refusal to Help!

    Thanks again Chris. I had a feeling I would have to come here to get a straight answer.

    You should open a dealership up here!

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    Re: Cadillac Cust Svc - Refusal to Help!

    Chris (RippyPartsDept)

    Just wanted to say after going through this post what a great job in customer service you have done. It just goes to show that customer satisfaction doesn't rest solely on the service department. All departments in the dealership is responsible and when I hear (read) about great customer service within the dealership, I like to point it out to the others that most Cadillac dealers do believe in making sure owners are satisified even if they didn't sell the vehicle.

    Cadillac Customer Service by themselves cannot always satisfy the owner when it comes to dealership issues. All they can do is help direct the customer to be in contact with the appropriate personnel at the dealership, whether it is parts or service or upper management. If the dealer is crappy, then expect crappy service or parts help. If that happens, locate another dealer. There are plenty of great dealers out there like the one that Chris works at. JMHO

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    RippyPartsDept's Avatar
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    Re: Cadillac Cust Svc - Refusal to Help!

    I'll be the first to admit that we're not the best out there in terms of customer service and the whole dealership experience but we do try to be and if you're a reasonable person you will notice that and cut us some slack when we falter because you know we're doing our best, everyone makes mistakes, etc - whatever the case may be.
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    JimmyH is offline Cadillac Owners 10000+ Posts
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    Re: Cadillac Cust Svc - Refusal to Help!

    Quote Originally Posted by RippyPartsDept View Post
    These kinds of questions are like calling the phone number on a pepsi can and asking them what color blue is used on the can.

    It's customer service not a technical help line

    ...
    I agree. No one is going to pay an engineer to sit on a computer all day browsing websites. Some of them (like me) do it anyway of course

  16. #15
    RippyPartsDept's Avatar
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    Re: Cadillac Cust Svc - Refusal to Help!

    yeah its an evolution of sorts

    i think GM is learning from this kind of situation and filing it away in the 'things to do when we can figure out how to do it right' file

    at least that's what i hope they're doing
    Chris Heath (RippyPartsDept) is an ASE Certified GM Parts Consultant at
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