: Yet another backorder. Will be without my SRX for over 2 months!



pscharfg
04-04-11, 03:34 PM
I hope somebody can help me as I am growing increasingly frustrated.

I purchased a 2010 SRX Turbo last summer (I paid cash). Ever since I've owned the vehicle there have been problems. The car has been in for service/recalls 3 times and each time, even though the dealer scheduled the work in advance and knew what parts were needed, after bringing the car in waiting hours, they let me know they couldn't complete the work because parts were backordered. In some cases, parts took weeks and in others months. Sometimes the parts were on recalled items and other times they were on non essentials (meaning the car is still safe and driveable) like the chrome mirror trim.

My SRX has been at the Cadillac dealer for a month now waiting on a wiring harness. The ETA right now is 'sometime' in May! How is this acceptable? What is even worse is that Cadillac is refusing to pick up my rental car.

I have been a loyal GM customer my whole driving life. Ever since I can remember, my parents also drove GM. Is this really how a luxury car manufacturer treats its loyal customers?

Please help.

MoFex
04-05-11, 07:58 PM
Try to use lemon law if you can. Your situation is unacceptable.

JimmyH
04-06-11, 07:38 PM
I think you should try a different dealer.

Cadillac Cust Svc
04-08-11, 01:05 PM
pscharfg, have you spoken with anyone from our Customer Assistance team on this issue? I apologize for the situation but hopefully I can assist you. Please direct message me your case number if you have one. Thank you.

Jeff Morris, Cadillac Customer Service

pscharfg
05-04-11, 04:53 PM
Jeff, I can't PM you becuase I am a new member. Instead there is a post on your visitors wall. I tried reaching you at the Cadillac Customer Service Number and was told there is no Jeff Morris who works there. Please PM me or contact me directly. Thanks

pscharfg
05-06-11, 06:11 PM
I think you should try a different dealer.

Hi JimmyH,

Thanks for responding. Is there anyway you could PM me? I could use the help of a mod. I can't PM since I am a new user.

Thanks,

pscharfg
05-07-11, 10:05 AM
Hi JimmyH,

Thanks for responding. Is there anyway you could PM me? I could use the help of a mod. I can't PM since I am a new user.

Thanks,

Hi JimmyH,

I got your PM but still can't PM you. I get the following: "Sorry, pscharfg! To prevent spam, Private Messaging has been disabled for new members. Please participate in the community and access will be granted shortly. Thank you..."

Best,
Pete

JimmyH
05-07-11, 12:33 PM
email me

http://www.cooleywire.com/jimmyh/email.gif

RippyPartsDept
05-07-11, 01:13 PM
Pete... get yourself up to ten posts, then you'll be able to use the PM functions of the forum

pscharfg
05-08-11, 06:13 PM
Thanks to those that have helped and responded.

The part was supposed to be in May 5th. I had numerous conversations with representatives from GM and they said it will definitely be there. Well, May 5th came and went and the dealer is telling me the earliest they will see it is May 23rd - possibly. I find it hard to believe that in all of GM, there is not a single wiring harness. Even if the part comes in on the 23rd, I will be without my less than one-year-old car for over 3 months.

JimmyH
05-08-11, 07:47 PM
Bear in mind, this is a brand new model of car that has only been around for a couple years. There are growing pains with any brand new design. That is the price you pay when you are an early adopter. I am waiting for that shoe to drop on my 5th gen Camaro.

JDB
05-09-11, 01:03 PM
How are they not giving you a free loaner? Its under warranty. The dealer should have cars or rentals are charged back to GM. I would not pay that bill. Call Caddy Customer Assistance @ 800-458-8006. Good luck!

pscharfg
05-10-11, 01:59 PM
Hi JDB, I've been dealing with Cadillac Customer Service for months. Hopefully something will shake soon. The dealer won't pay or grant me a rental care because Cadillac Corporate won't agree to it. I am bewildered at how Cadillac thinks this is acceptable, but I am trying. Thanks for your suggestion though.

Big Windy Ext
05-19-11, 08:39 AM
I can't understand why they aren't putting in a courtesy car . The warranty big print says you get one,can you post their reasons why you don't qualify . I can understand the back order but not the lack of transportation .

pscharfg
05-19-11, 08:53 AM
I'm still batteling this and still don't have my SRX. The issue seems to be both the dealership and Cadillac/GM. The dealer won't do anything unless Cadillac/GM does.

RippyPartsDept
05-19-11, 10:59 AM
did you PM Jeff (Cadillac Cust Svc, post #4) your case # ??

pscharfg
05-19-11, 12:04 PM
did you PM Jeff (Cadillac Cust Svc, post #4) your case # ??

Yes, I did.

RippyPartsDept
05-19-11, 12:15 PM
ok, just making sure...

did he have any explanation as to why you can't get a loaner/courtesy car?

lisaanderson
07-09-11, 04:08 AM
get same problem there..

pscharfg
07-10-11, 10:04 AM
lisaanderson, so sorry to hear that. Feel free to PM me and I'll try to help you navigate this. It took me three months to get my car back and when I did, there were new problems. The dealer finally agreed to cover my rental costs but neither GM or the dealer did anything else to make things right. I will post my full experience when I have the chance.

Kuya
07-27-11, 10:24 PM
If what you shared is the total/full story . . . it is not acceptable . . .

Customer service is really big with me. I fear that most big companies have lost touch with it's buyers (whom, by the way are the sole reason business STAY in business).

This is sad. Again if it is true, that this is how Cadillac handles problems . . . it will also be my first and last Cadillac. I hope that I do not have these experiences.

In all honesty . . . my last vehicle was a Hyundai Tiburon. Yup one of them low budget companies . . far from a $58,000 Premium AWD SRX. But guess what? Hyundai was always fantastic to deal with.

darylat8750ft
09-26-11, 08:13 PM
Did GM take care of this? Did you have to pay for a rental car? I am considering a low mileage certified STS and this is causing me concern.

Cadillac Cust Svc
09-28-11, 12:57 PM
Darylat8750ft,
I would recommend that if you purchase this vehicle to ask about this issue, and if it were to occur to yours, how the issue will be handled. I don't think you can ask too many questions when it comes to purchasing a new vehicle.
Breanne
Cadillac Customer Service

CIWS
09-28-11, 06:12 PM
Customer service is really big with me. I fear that most big companies have lost touch with it's buyers (whom, by the way are the sole reason business STAY in business).

This is sad. Again if it is true, that this is how Cadillac handles problems . . . it will also be my first and last Cadillac. I hope that I do not have these experiences.


Well don't gravitate toward Infiniti. Their corporate customer service is basically useless.