GM Family First Retention Waiver
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Cadillac Customer Care Representatives - Warranty or Dealership problems Discussion, GM Family First Retention Waiver in Cadillac Customer Care - Warranty and Dealership questions; Purchased a 13 ATS over a month ago. Noticed issues with bad paint from the day after purchase. Dealer tried ...
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    2013sbcats4 is offline Cadillac Owners Member
    Automobile(s): 2013 ATS4
    Join Date
    Oct 2013
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    GM Family First Retention Waiver

    Purchased a 13 ATS over a month ago. Noticed issues with bad paint from the day after purchase. Dealer tried to fix, but after 3 weeks they agreed
    it was not possible. They agreed to replace the vehicle, but since it was purchased under the GM Employee program I need to get a retention waiver
    to trade my car back for the new one. I called the GM Family First number and talked to Diane who was very helpful, and obtained all of the information I needed to send to start my case.
    Faxed all info 10/24, didn't hear anything by 10/28 so I called to confirm they received my fax. I talked to Joel and he said there were no notes in the system, but he could not confirm they received my information, told me to send again. Re-faxed all info 10/28, called 10/29 to confirm receipt of fax. I talked to Valorie and she was unable to confirm the info was received because it did not come to their office, and to just wait until someone calls me. I find it very hard to believe that this is the process I need to go through. The dealer is just trying to do the right thing by me, and I am just trying to go through all of the proper channels so my fathers Employee discount status remains valid.

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    Cadillac Cust Svc's Avatar
    Cadillac Cust Svc is online now Cadillac Customer Service
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    Re: GM Family First Retention Waiver

    Quote Originally Posted by 2013sbcats4 View Post
    Purchased a 13 ATS over a month ago. Noticed issues with bad paint from the day after purchase. Dealer tried to fix, but after 3 weeks they agreed
    it was not possible. They agreed to replace the vehicle, but since it was purchased under the GM Employee program I need to get a retention waiver
    to trade my car back for the new one. I called the GM Family First number and talked to Diane who was very helpful, and obtained all of the information I needed to send to start my case.
    Faxed all info 10/24, didn't hear anything by 10/28 so I called to confirm they received my fax. I talked to Joel and he said there were no notes in the system, but he could not confirm they received my information, told me to send again. Re-faxed all info 10/28, called 10/29 to confirm receipt of fax. I talked to Valorie and she was unable to confirm the info was received because it did not come to their office, and to just wait until someone calls me. I find it very hard to believe that this is the process I need to go through. The dealer is just trying to do the right thing by me, and I am just trying to go through all of the proper channels so my fathers Employee discount status remains valid.
    Hello 2013sbcats4,

    I am sorry to hear that you are experiencing these issues on your new ATS and that you are having problems working with the GM Family First department. I would definitely like to see if there is anything I can assist with. They are a different department than us, but I will definitely do some researching into anything I can assist with. Could you provide me with your name, contact info, VIN, dealership you have been working with, and the GM Family First number you have been reaching out to? You can provide me with information via private message, or by email at socialmedia@gm.com with the subject line as “ATTN GREG”. I look forward to assisting you in any way I can.

    Gregory W.
    Cadillac Customer Care

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