: Cracked Windshield



rhecht
02-26-13, 05:28 AM
Bought a new 2012 a few weeks ago. After one week a horizontal crack appeared mid-way up the windshiled starting on the right side and moving in towards the center (about 8" long). Went to the dealer and told my salesperson, who then went into the new car manager and told him what was going on. This guy wouldn't even come out of his office to talk to me or look at the windshield. My sales person came out and told me that they don't cover glass under any circumstances and that I should make a claim through my insurance. Needless to say I was not happy and left. This was a Saturday morning, so I went home and called Cadillac Customer Service. After explaining the situation, she told me to go back to the dealer on Monday and see the Service Manager, and that she would be in touch with him also. Anyway, I did that and they covered the replacement under warranty, no problem. So, anyone out there having the same problem, don't be put off by your dealer. Go up the food chain until you get satisfaction.

By the way, the dealer claimed it was a stone chip and I say it was a stress crack.

b4z
02-26-13, 09:19 AM
You gotta wonder about customer service when it is not important enough to Give a customer who just spent $50k a few minutes of his time.

Marc NY
02-26-13, 11:22 AM
... By the way, the dealer claimed it was a stone chip and I say it was a stress crack.
:confused:


You gotta wonder about customer service when it is not important enough to Give a customer who just spent $50k a few minutes of his time.With out knowing all the particulars here I would have to agree that there is no reason why the Service Mgr. couldn't have at least taken a closer look at that issue and then discussed it over with their Customer face to face. That seems very unusual that this didn't take place ... as we all know every dealership's personnel should be very concerned as they are all rated by customer satisfaction surveys.

Cadillac Cust Svc
02-26-13, 12:49 PM
Rhecht, I'm pleased to hear the Cadillac Customer Assistance Center was able to resolve your concerns to your satisfaction! If you would ever like me to look into your case details for you, or if you have any future questions, please email me at Katie_Lucille@gmexpert.com.

Best,

Katie
Cadillac Customer Service

BlackDeVille
02-27-13, 05:21 PM
I had the same problem with my 2011 SRX last summer. I took it to Gold Coast Cadillac and after a quick look they said it was a stress crack and would be replaced under warranty. This is the 3rd Cadillac I've purchased from them and they treat me and my car great.

Cadillac Cust Svc
02-28-13, 03:14 PM
Great to hear, BlackDeVille!
Take care,
Sarah (Assisting Katie)
Cadillac Customer Service