Cadillac Customer Care - PLEASE HELP. - Page 2
Cadillac
 

Cadillac Forums | Help Us Help You | Advertise | Cadillac Parts | Cadillac News | Cadillac Classifieds / (Old System)

Cadillac Technical Archive | Cadillac Dealers | Cadillac Reviews | Cadillac Dealer Reviews | Cadillac Vendors

CadillacForums.com is the premier Cadillac Forum on the internet. Registered Users do not see the above ads.
+ Reply to Thread
Page 2 of 4 FirstFirst 1 2 3 4 LastLast
Results 16 to 30 of 53
Cadillac Customer Care Representatives - Warranty or Dealership problems Discussion, Cadillac Customer Care - PLEASE HELP. in Cadillac Customer Care - Warranty and Dealership questions; sounds like you're being unreasonable to me - I'm shocked that this is has happened to your car, but it's ...
  1. #16
    RippyPartsDept's Avatar
    RippyPartsDept is offline Hi, I'm Chris - Please Read My Signature
    Automobile(s): 1999 DeVille "Bianca" (white/blue, VIN-Y, 160k)
    Join Date
    Sep 2007
    Location
    Wilmington, NC
    Age
    34
    Posts
    13,967

    Re: Cadillac Customer Care - PLEASE HELP.

    sounds like you're being unreasonable to me - I'm shocked that this is has happened to your car, but it's a used car and these cars have been known to have sunroof problems

    no manufacturer warranties items that far past the warranty without some special issue

    for instance GM is covering certain fullsize truck and suv instrument clusters to 70,000 miles because of a software

    Saturn Ions have a special coverage for fuel pumps and a couple other things too

    but the original sticker price of the car has no bearing on how much a manufacturer is willing to bend over backwards for you
    (usually the dealer is the one doing the bending anyways)

    each warranty and goodwill situation is an individual case and you can't really compare one to the other unless you know all the details

    i suspect your dodge was covered under some special coverage similar to the ones i just described
    Chris Heath (RippyPartsDept) is an ASE Certified GM Parts Consultant at Rippy Automotive
    Rippy is a Cadillac, Hummer, Saturn & Saab dealership - family owned and operated in Wilmington, NC since 1946
    We offer all forum members discounts on parts and freight - e: parts@rippyautomotive.com ph: 800-RIPPY-22
    <-- insert standard boilerplate about posts not necessarily representing my employer, etc -->

  2. #17
    DaPurpleRT is offline Cadillac Owners Fanatic
    Automobile(s): 2009 Cadillac CTS4 (Quality & Reliability Nightmare)
    Join Date
    Sep 2011
    Age
    30
    Posts
    188

    Re: Cadillac Customer Care - PLEASE HELP.

    It appears that yes, my expectations are just too high for Cadillac.

  3. #18
    RippyPartsDept's Avatar
    RippyPartsDept is offline Hi, I'm Chris - Please Read My Signature
    Automobile(s): 1999 DeVille "Bianca" (white/blue, VIN-Y, 160k)
    Join Date
    Sep 2007
    Location
    Wilmington, NC
    Age
    34
    Posts
    13,967

    Re: Cadillac Customer Care - PLEASE HELP.

    Your expectations are too high for any manufacturer

    you bought a car that was out of warranty - why should it be covered under warranty?

    your logic doesn't make sense
    Chris Heath (RippyPartsDept) is an ASE Certified GM Parts Consultant at Rippy Automotive
    Rippy is a Cadillac, Hummer, Saturn & Saab dealership - family owned and operated in Wilmington, NC since 1946
    We offer all forum members discounts on parts and freight - e: parts@rippyautomotive.com ph: 800-RIPPY-22
    <-- insert standard boilerplate about posts not necessarily representing my employer, etc -->

  4. #19
    DaPurpleRT is offline Cadillac Owners Fanatic
    Automobile(s): 2009 Cadillac CTS4 (Quality & Reliability Nightmare)
    Join Date
    Sep 2011
    Age
    30
    Posts
    188

    Re: Cadillac Customer Care - PLEASE HELP.

    I am just shocked from a business standpoint that something that would cost so little to the company but could hurt so badly when I have to tell everyone who asks about the car that "I like it but I couldn't buy another because I couldn't fathom not only having a car that left pools of water in my car that made my electronics go out (just because it is so much water it gets incredibly humid inside) and risk my safety that the company was unwilling to stand behind in such an extreme situation. Especially considering it is a flagship brand and the car was less than 10k miles out of full factory warranty and barely 2 years old.


    Like I've said before. I wanted to love Cadillac, but compared to colleagues experiences with BMW, Mercedes, Audi, etc and my own experience with such immensely better service at a Dodge dealership, I can't make that switch to Cadillac guy right now. Service, loyalty, and a commitment to the quality of the product even slightly beyond the B2B period if necessary is what I need out of a luxury brand.

  5. #20
    JimmyH is offline Cadillac Owners 10000+ Posts
    Join Date
    Dec 2006
    Age
    39
    Posts
    37,475

    Re: Cadillac Customer Care - PLEASE HELP.

    I didn't realize you bought it used. I thought you had it since new. My bad for not reading your post thoroughly.

    This makes more sense. I can't see any dealer doing a goodwill on a car you didn't buy new from them. I agree with you that you have a flaw, but the car is out of warranty and you aren't the original owner.

    Goodwills are a great thing for dealers to do, but if they did them all the time, and especially to multi-owner cars, imagine the precedent they would be setting, and everyone would want every little thing fixed out of warranty. As I said, your problem probably deserves to be fixed under warranty, but I understand why they are not doing it.

  6. #21
    DaPurpleRT is offline Cadillac Owners Fanatic
    Automobile(s): 2009 Cadillac CTS4 (Quality & Reliability Nightmare)
    Join Date
    Sep 2011
    Age
    30
    Posts
    188

    Re: Cadillac Customer Care - PLEASE HELP.

    In business there can never be black and white in quality issues this incredibly severe. I will take pictures and make notes for anyone interested in what Cadillac considers an acceptable lapse in quality on a 2 year old car. Again, I suppose I just chose the wrong manufacturer, and again, that depresses me greatly as I like the car dynamically so much.

  7. #22
    RippyPartsDept's Avatar
    RippyPartsDept is offline Hi, I'm Chris - Please Read My Signature
    Automobile(s): 1999 DeVille "Bianca" (white/blue, VIN-Y, 160k)
    Join Date
    Sep 2007
    Location
    Wilmington, NC
    Age
    34
    Posts
    13,967

    Re: Cadillac Customer Care - PLEASE HELP.

    "acceptable lapse in quality"
    Cadillac didn't really say that to you did they?

    that's what you're interpreting their response as

    ----

    a 2009 is probably built in 2008 which makes it closer to 3 years old

    plus mileage has a lot to do with it - which is why the warranties have mileage and time limits

    ---

    what exactly is wrong with it anyway? is the sunroof leaking? are the drains clogged? is it a door weatherstrip?

    and why can't your insurance pay for this? insurance takes care of flood issues all the time
    Chris Heath (RippyPartsDept) is an ASE Certified GM Parts Consultant at Rippy Automotive
    Rippy is a Cadillac, Hummer, Saturn & Saab dealership - family owned and operated in Wilmington, NC since 1946
    We offer all forum members discounts on parts and freight - e: parts@rippyautomotive.com ph: 800-RIPPY-22
    <-- insert standard boilerplate about posts not necessarily representing my employer, etc -->

  8. #23
    DaPurpleRT is offline Cadillac Owners Fanatic
    Automobile(s): 2009 Cadillac CTS4 (Quality & Reliability Nightmare)
    Join Date
    Sep 2011
    Age
    30
    Posts
    188

    Re: Cadillac Customer Care - PLEASE HELP.

    The dealer wouldn't even look to see the issue after Cadillac Corporate talked to them. Corp. basically stated it didn't matter what the issue was, all that matters is warranty (yes, the call is recorded), period. While this is contractually true it is an INCREDIBLY poor way to do business (I say this with a business degree and working in administration for a larger company than GM).

    The dealer "Suspects" a drain line has come loos because it "happens all the time". From what I gather on here it could be that, or the fact the line themselves were designed much too small for the sunroof size or that the lines become clogged due tot his size and also the design of the exiting ends. I also have a PM from a member who got thiis issue fixed at >50k miels because his dealer said they had a "campaign" on the moonroofs in these cars.

    I didn't know insurance would cover faulty manufacturer parts/design but if they do they may be my only option (though I have a couple I am still exploring before that).

  9. #24
    RippyPartsDept's Avatar
    RippyPartsDept is offline Hi, I'm Chris - Please Read My Signature
    Automobile(s): 1999 DeVille "Bianca" (white/blue, VIN-Y, 160k)
    Join Date
    Sep 2007
    Location
    Wilmington, NC
    Age
    34
    Posts
    13,967

    Re: Cadillac Customer Care - PLEASE HELP.

    well it depends on the type of coverage you have ... i would call your insurance and tell them that your car has flooded from rain and see if they say it's covered
    Chris Heath (RippyPartsDept) is an ASE Certified GM Parts Consultant at Rippy Automotive
    Rippy is a Cadillac, Hummer, Saturn & Saab dealership - family owned and operated in Wilmington, NC since 1946
    We offer all forum members discounts on parts and freight - e: parts@rippyautomotive.com ph: 800-RIPPY-22
    <-- insert standard boilerplate about posts not necessarily representing my employer, etc -->

  10. #25
    JimmyH is offline Cadillac Owners 10000+ Posts
    Join Date
    Dec 2006
    Age
    39
    Posts
    37,475
    Fwiw I would still try another dealer explain the situation and see where that gets you.

    As for the sunroof issues I know which thread you are talking about and you have take alot of that with a grain of salt. People on this forum often exaggerate so you can't use all the posts in that sunroof thread as definitive fact.

  11. #26
    DaPurpleRT is offline Cadillac Owners Fanatic
    Automobile(s): 2009 Cadillac CTS4 (Quality & Reliability Nightmare)
    Join Date
    Sep 2011
    Age
    30
    Posts
    188

    Re: Cadillac Customer Care - PLEASE HELP.

    Breanne,

    I can't get Martin Fishman, my district specialist, to return any calls for the past 5 days. Could you look into this? I need his confirmation before I can move forward.

    Thanks.

  12. #27
    DaPurpleRT is offline Cadillac Owners Fanatic
    Automobile(s): 2009 Cadillac CTS4 (Quality & Reliability Nightmare)
    Join Date
    Sep 2011
    Age
    30
    Posts
    188

    Re: Cadillac Customer Care - PLEASE HELP.

    6 days now and no luck getting Martin to call back.... This morning, due to the rain overnight in the middle lane on the 6-lane here my defroster would not come on. The moisture in the car messes with these electronics when it rains.... I guess the only "Up side" is if the rain keeps up I'll have some quality pictures to post up soon.

  13. #28
    RippyPartsDept's Avatar
    RippyPartsDept is offline Hi, I'm Chris - Please Read My Signature
    Automobile(s): 1999 DeVille "Bianca" (white/blue, VIN-Y, 160k)
    Join Date
    Sep 2007
    Location
    Wilmington, NC
    Age
    34
    Posts
    13,967

    Re: Cadillac Customer Care - PLEASE HELP.

    sounds pretty irresponsible of you to keep letting the car get soaked

    sure it's not your fault the first time or two but after you know what's going on there's no reason for you to let it happen again

    i hope you're not, but it kind of seems like you're trying to ruin the car or something
    Chris Heath (RippyPartsDept) is an ASE Certified GM Parts Consultant at Rippy Automotive
    Rippy is a Cadillac, Hummer, Saturn & Saab dealership - family owned and operated in Wilmington, NC since 1946
    We offer all forum members discounts on parts and freight - e: parts@rippyautomotive.com ph: 800-RIPPY-22
    <-- insert standard boilerplate about posts not necessarily representing my employer, etc -->

  14. #29
    DaPurpleRT is offline Cadillac Owners Fanatic
    Automobile(s): 2009 Cadillac CTS4 (Quality & Reliability Nightmare)
    Join Date
    Sep 2011
    Age
    30
    Posts
    188

    Re: Cadillac Customer Care - PLEASE HELP.

    I am going to pay the dealership to fix the leaks, but they cannot get me in yet (they said the district specialist told them not even to look at it when they had the car in for it last time, so I have to have a new appointment with their "leak specialist"). I do want to get the district specialist to call back and confirm Cadillac's position for me.

    As for the electronics, they have begun randomly acting up (I guess the damage is just done now) and I can't afford to replace all those part son my own tab right now so I don't have much choice there, I have to get to work.

  15. #30
    DaPurpleRT is offline Cadillac Owners Fanatic
    Automobile(s): 2009 Cadillac CTS4 (Quality & Reliability Nightmare)
    Join Date
    Sep 2011
    Age
    30
    Posts
    188

    Re: Cadillac Customer Care - PLEASE HELP.

    Martin called today (after 1 week of no contact whatsoever and Breanne having to personally make contact) to confirm that despite the severity of the issue and the dangerous risk to safety Cadillac feels there money and care is best spent elsewhere.

    I will try to scrounge up some cash to fix the car to the point where I'm not scare dof driving and decide what to do from there. Unfortunately at this point oal the people asking me about the car and Cadillac in general I must have a very negative response. I can take a car with a manufacturing/design defect and forgive, but I can't forgive a company who refuses to take ownership of it, even if their customer's safety is at risk.

    I am unsure if I will keep the car short term or long term. If the company stood behind the car I'd surely keep it, but now I am afraid of keeping it and it be9ing so much more difficult to own compared withe other cars I've owned thus far. I honestly really wish I didn't like the car so much or I wouldn't have a hard decision to make.

    I do want to thank everyone here for their help with all the issues I've had and hope to still stick around as it seems this board will be very necessary for me as Cadillac and the dealership have been very non-helpful except for Breanne who I also personally thank for her efforts. You are what the company should be.

    I'll keep everyone updated on this in the future. I do have some pics to post up when time allows.

    Thanks again to those who have helped.

Quick Reply Quick Reply

Register Now

Please enter the name by which you would like to log-in and be known on this site.
If you do not want to register, fill this field only and the name will be used as user name for your post.

Please enter a password for your user account. Note that passwords are case-sensitive.

Please enter a valid email address for yourself.

Log-in

Human Verification

In order to verify that you are a human and not a spam bot, please enter the answer into the following box below based on the instructions contained in the graphic.



Bookmarks

Cadillac Posting Rules

  • You may post new threads
  • You may post replies
  • You may not post attachments
  • You may not edit your posts
Read about Lincoln | Buick | Kia Forte Forum
Need products for your Cadillac? Check out your options at the links below:

custom floor mats | Cadillac Chrome and Black Chrome Wheels | window tinting