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Cadillac SRX First Generation Forum - 2004 - 2009 Discussion, So... What is wrong with your NEW SRX? in Cadillac SRX Forums; Ain't love strange?...
  1. #196
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    glake89 is offline Cadillac Owners Connoisseur
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    Re: So... What is wrong with your NEW SRX?

    Ain't love strange?

  2. #197
    PJ1520 is offline Cadillac Owners Connoisseur
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    Re: So... What is wrong with your NEW SRX?

    This all must be very discouraging for you, PROF. Makes me wonder if the parts are bad, the installation is off, or both. If I were the dealer, and after all you have gone through (and them), I would not have balked on the last item they are hesitating on, the headlamp assembly.

    Re those plastic gears used in the power lumbar support that keep failing......I am wondering if they are misaligned which causes them to keep failing.....but I suppose at this point the dealer would have thought of that. My wife and I use different driver settings, so the power lumbar gets quite the workout, and no failures yet. In another thread others have reported your experience exactly and no one came up with a more permanent solution.

    Is it the seatback bolster or the seat bottom gears that keep stripping? Isn't it strange that only the driver's side gears fail?

    PJ

  3. #198
    Professor Wizard's Avatar
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    Re: So... What is wrong with your NEW SRX?

    Hi PJ:

    Service Writer called this afternoon - - they managed to pressure GM into approving the Right Lamp Assembly replacement... so they keep my car one more day as they anticipate the part to be in tomorrow morning. I am honestly surprised, as I thought for sure GM would fight them on that. Life is just full of surprises.

    Lumbar - - The report simply says some gear was stripped and replaced... I don't' get it, because I don't move the thing except maybe once every couple of months when it feels funny, which is when I find it broken. I tend to agree with you... the gear they are replacing is a symptom, not the cause. So the lumbar will continue to strip gears in the future unless they replace the entire apparatus. (not my call!)

    The Lumbar in the passenger seat gets a work out, as everyone that sits in it plays with the buttons - - no problems with that one so far.

    The car now has me worried... If I have found 40-somthing problems with things that are obvious... how many hidden problems are there, that I just haven't encountered or seen yet. Will the airbags work when they need to? Will the seat belts fall apart when I need them? Will the car catch fire in the middle of a Nevada Desert Tour because of faulty wiring?

    I am rapidly becoming paranoid about what the next thing to go on this car is to be.

    One thing for sure - - I am absolutely and unequivocally certain that I will be back at the dealership inside of a month with another problem - I anticipate and am fully prepared for the event.

    Unless, before that time, I find another car that I think I might want to buy and if any dealership will take this one off my hands after they discover it's shop history from the VIN. I just hate the thought of taking a hit on the trad-in value, But I suppose you sometimes just have to "Cut your Losses" and get out while the getting is good.

  4. #199
    Professor Wizard's Avatar
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    Re: So... What is wrong with your NEW SRX?

    So.. ... ...

    I got my SRX back last night...

    They fixed the AC, and shampooed the carpet plus, they treated it for Mold and Mildew.

    AND - - They replaced the Passenger Side Headlamp Assembly (HooohRaw) Now they look the same.

    BUT - - after I got her home and was putting my stuff back in (The stuff I pull out for when I switch to the renter)... I discover the Upper Glove Box Door will not open unless you pry it open.

    SO - she goes back in now to get that fixed.

    And you thought we were done with broken things didn't you... ha ha... fooled you!

    I finally called Cadillac Customer Service yesterday afternoon - and Ranted to a very nice lady about my 41 (Now 42) issues. She looked up my service record and said "Oh My God!" a couple of times. Then I received a call from a very Hyper Upbeat gentleman this morning about my call to her... basically he was asking me what I expected Cadillac to do about it... at the moment, I didn't have an answer for him other then they needed to do SOMETHING! He said he would get back with me. So we will see what becomes of that!

    I can now say I have achieved the "Cadillac Experience"... and I'm not so sure I enjoyed it!

  5. #200
    Professor Wizard's Avatar
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    Re: So... What is wrong with your NEW SRX?

    OK... I pick her up this afternoon...

    Elco said the door did fail. they installed an entire new box + door. Which I may be happy about because the wood pattern on the original door didn't match the rest of the car, maybe the new one will.

    I guess I'll find out soon enough!

    I even got a call/message from "Isaac" at Cadillac Customer Service HQ this time, to let me know my car was ready.

    So - issue number 43 is soon to be behind me. (Passenger Headlamp counts as 42.)

    Keep your fingers crossed - hopefully I can make it 3 weeks before the next round.

  6. #201
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    Re: So... What is wrong with your NEW SRX?

    FYI:

    I wish to rant for a bit about Cadillac Customer Service.

    Isaac (A district Specialist with Cadillac Customer Service.) finally called me back... but that is pretty much a useless venture and total waste of time and energy... He simply wants me to call him when something is wrong, so he can follow up with the dealership on the progress... But he can't really do anything for me. (The dealership does a fine job of taking care of me, so I don't need him for that!)

    He did leave me with the strong feeling that my car represents the "average" for problems, and my particular group of issues are no-big-deal... He left me with the feeling that the majority of GM products are just as bad in the arena of "Nuisance Issues". He left me with the feeling, that unless my car was trying to kill me, he really was rather annoyed at our conversation and was obviously wanting to get me off of the phone. He left me with the feeling, that GM isn't going to do jack to make amends for producing such a crappy SRX as mine.

    He left me with the feeling his job is to be the door bouncer, to protect GM, and head off the complaint calls so they (we) don't annoy the executives.

    So - I got off the phone, such that he could then move on with blowing-off the next person that was seeking his assistance.

    "I wonder if GM hires ex Charter Communications or Comcast Agents for their Call Centers."

    OK.. I know - that last one was an insult... but then, I felt insulted after talking to Cadillac Customer Service.

    A $52,000 car should NOT have this many quality issues... there is absolutely NO Excuse for them - especially from a Cadillac - - and on the supposed rare occasion that it does, Cadillac should instantly step up to the plate and remedy the situation! (and that doesn't mean make the Cadillac Owner endure 10's of shop visits!)


    I THINK! ::::

    If my car is an anomaly, Cadillac should immediately and without solicitation or hesitation offer to put me into another vehicle to avoid further embarrassment and make amends.

    If my car is NOT an anomaly (meaning, mine is a true example of Cadillac Quality) - - they should issue an apology to every one that calls with multiple quality issues, and extend their warranties to 100k to accommodate them for their troubles, and thank them for sticking it out with a GM product.

    But really.. nobody cares what I think - especially at GM or Cadillac... and besides ::: I am pretty sure now, that GM makes so many inferior quality cars that GM could not possible afford to warenty them B2B for 100kmiles, as fixing them would be too expensive and could bankrupt the company.

    Kia can afford to warenty their cars to 100k, because it doesn't cost them very much to do it... because the cars don't break very often.


    I KNOW ::::::

    Unless GM "Gives" me another car - No matter what happens, this will be my last GM product. And, you can guess what I will say anytime someone wants advice on what cars to buy.

    Oh yes... Some tell me my SRX is a Lemon and I should have GM Buy it back... Well, under the Lemon Law here in MO, you have to make your claim inside the first year of ownership, and my cars is a GM Executive Car which also makes it excluded. So I am just stuck with it until I dump it.

    I'll let you know what's up the next time my Humpty goes into the shop.

  7. #202
    PJ1520 is offline Cadillac Owners Connoisseur
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    Re: So... What is wrong with your NEW SRX?

    I can't blame you one bit, PROF. Well put.

    I'm sure most if not all here will agree you have had more trouble than the next 3 people (with troublesome issues) combined, so much of it repeat. You have done everything you could possibly have done, and with a level of patience and persistence with your dealer (who didn't assemble the car but got stuck trying to make things right) and with GM that no one could surpass.

    At no point while following your continuing saga did I feel any of your issues were knitpicking......all the items on your punch list of visits should not occur on any vehicle, let alone one that carries this marque and this price tag.

    What many casual observers may not fully realize is that the time, the worry, and the gross inconvenience have had an impact on you and your family that cannot be fully measured in dollars and cents.......because you chose GM and Cadillac.

    I am wondering what financial impact may confront you when you go to trade or sell the SRX. I would suspect that a CarFax and dealership records on the service performed on your SRX would be a real eye opener and a complete turnoff to anyone or any automotive concern interested in the vehicle. That bodes nothing good for you. You might be better off if your SRX was stolen.

    From a pure dollars and cents business standpoint, how can you possibly be made whole, or partially whole? GM is at the starting point and at the end point in that question. I know what I would do in your position.....the same as you noted, move the car if and when I could. But.......

    I can't picture myself going quietly into the night and taking the finacial bath. I'd be contacting Daniel Akerson – GM Chief Executive Officer & Chairman of the Board of Directors; or Mark Reuss – President, GM North America. Now some may observe as you have that no one at GM cares enough. But if bottom up isn't working, I'd be inclined to connect the dots and go top down.

    We sometimes picture ourselves in a hopeless situation, a no-win situation, especially after a long unsuccessful battle the equivalent of beating a dead horse. You have done all of the heavy lifting legwork and documentation, PROF. What do you have to loose?

    PJ

  8. #203
    Professor Wizard's Avatar
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    Re: So... What is wrong with your NEW SRX?

    PJ,

    Good words ... I have considering contacting "Superiors" at GM.. however those Sr Executives try hard NOT to be easily contacted by peon buyers such as myself who have become disillusioned by their GM Product.. It is obvious that GM Customer Service exists to head off those negative calls, and knock them out before they get that far. So I probably won't be bothering with that route anymore.

    We do have to keep in mind, that GM thinks they sell cars to Car Dealerships first... and it is the Dealerships that sell the cars to us - that is their model. It is the Dealerships that GM wants to keep happy, NOT the Car Buyers :: Dealerships have a specific communication hotline setup for such things. So first, I will be putting pressure on my dealership to get me in communication with someone who cares at GM.

    Car Fax is about 3 months behind - - It does show every visit to the dealership, but not what was specifically done. and you are correct - I fully anticipate taking a monetary hit when I go to trade in my SRX. A funny thing - I owned a new 94 Corvette for 2 years - and I took an $11k hit when I traded out that car. I am quite surprised at myself for trying another GM product after that debacle, but I truly thought, maybe after all those years, GM had gotten its act together.

    Oh yes.. and my car goes in the shop again in a couple of days for Issue #44... The roof trim above the passenger broke over the weekend. I stopped by Elco, and they are ordering the part - I'll go back when the part comes in.

    Actually :: If you include the light/AC control overhead of the 2nd row seat that falls out of the Ceiling every now and then, this is actually issue #45.

    - and counting...

    Good news is - Having Humpty in the shop so much is keeping me from putting miles on it. Gives me more time to get more things fixed before the warenty expires. I've got 4k left.

    And a final note: My wife drives a 2004 Volvo S40... It has never been in the shop for a warenty repair on anything. She thinks I should have bought a Volvo!

    NOTE: When I speak of Cadillac Customer Service - I do NOT mean Elizabeth, or Breanne who are part of a completely different team! They are Social Media Agents, paid out of a completely different division then those people you speak to over the phone.

    They are really good people, and perhaps some day, they will actually be able to offer some help for us... But right now they can only listen to us and report their discoveries to others in the organization.

    They are wonderful people, and we need them around, if we are ever to get any word back to GM that they have a serious problem.

  9. #204
    jackhayes is offline Cadillac Owners Member
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    Re: So... What is wrong with your NEW SRX?

    At 30,000 miles I took my 2008 SRX to Winkle in Reno because of brake screeching on the left rear. The service guy
    said no way could the pads be going bad already -- so I made an appointment to have them looked at. Meanwhile I
    took the Lr wheel off and looked for myself. The interior pad was worn down to the sounder on one end and almost
    like new on the other. I put it back together that way and yesterday, I went in for the appointment. Service rep said
    the brakes need replacing and that will be $1536 please. I said, not going to happen, put it back together. Service rep
    said if I did not get it fixed there the warranty would be no good. I reminded her that they wanted $1536 because she
    already told me the work was not covered by the new car warranty! I think they hate it when I used logic like that! I
    then reminded them that the original service guy had said, "no way the brakes can be going in that short a time". I was
    then told (by the 2nd service writer) they are designed that way for "driveability".

    To make a long story short I'm having the rotors and pads replaced elsewhere for nowhere near $1536 and wonder now if
    I should ever trust anything the dealer says again.

    I really hate being lied to.

  10. #205
    Taxman is offline Cadillac Owners Member
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    Re: So... What is wrong with your NEW SRX?

    Quote Originally Posted by Professor Wizard View Post
    Update:

    The Chrome Laminate on the Drivers Interior Handle is cracking and flaking off, with very sharp edges that cut your finger when trying to open the door!
    Dealer replaced all four handles with the same issue, on warranty, on my 07.

  11. #206
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    Re: So... What is wrong with your NEW SRX?

    Hi guys...

    Well - I just dropped Humpty off at Elco... They will be replacing the plastic roof trim above the passenger side... and probably replacing the control panel that contains the dome lights and AC Control above the 2nd seat, as it keeps falling out. Officially; these are issues #44 and #45.

    Elco gave me a Chevy Terrain to drive - - impressive MPG of 25 around town.

    Jackhays;
    After my dealership said they needed changing, I looked at them myself, and indeed, they were very thin. I changed my rear pads myself... did not replace the rotors, as they were barely scuffed, I just cleaned them up. The factory pads were a very different material then the replacements I got at Autozone... I went with the $40 set instead of the $60 set because I figure I'll be dumping this car after the warenty runs out. I do not understand where your dealership comes up with $1500 to do a brake change!

    Taxman;
    So far, my replacement handles have done just fine - but it did take a couple of tries on my drivers door to "Get it right".


    Note: I left a message with the GM Customer Service guy this morning, that my SRX is in the shop again, and I request for GM to extend the factory warenty - - we will see where that goes.

  12. #207
    Professor Wizard's Avatar
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    Re: So... What is wrong with your NEW SRX?

    I picked Humpty up from Elco last night... Elco replaced the cracked roof panel, and the control/dome light.

    Small thing; but I had installed an upgrade wood trim kit, which included pieces for the dome lights. Well, replacing the dome/control over the passenger seat left me with no wood on that unit, so I'll have to call wooddashexperts.com to see if they will sell me just that piece.

    An interesting thing :: I had a 3" scratch on the passenger door where a lady nailed it with her purse... and a pencil-erasure size chip in the lower door trim of one of the back doors from opening it against a curb, and a clearcoat scratch on the same trim... I ask how much the dealership wanted to fix it... They gave me an official bid of $797.93 before tax's...

    I had the guy they call in the Used Car Department to fix the scratches and dings on the trade-ins to fix my scratches -- he charged me $45 and I gave him a $5 tip :: I saved $747.93 plus tax. Now that is a deal! I wonder if my Insurance will reimburse me!

    Oh yea... and Mr. Williams, the District Representative at Cadillac Customer Service - - He never called me back! Why am I not surprised?

  13. #208
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    Re: So... What is wrong with your NEW SRX?

    AAAARRRGGGGGGGGGHHHHHHH !!!!!!


    My incestuous annoying rattle / tapping is back!

    It was finally gone when they replaced the Sunroof shade.. but then, after that the dome-light fixture kept falling down... so the last thing done was replacing the dome fixture, and now the tapping is back.

    I wonder if there is a correlation!

    Now I wonder, if I should try to fix this one myself, or have the dealership look at it. (Probably mess with it a little on my own first!) Their history of finding and fixing that particular problem is not good at all, as they can never seem to duplicate the issue - which always frustrates me, because it does it all the time, and I never have a problem producing it..

    The tires on the front are GONE!... so Humpty got new Eagle GT's over the weekend... The rear tires look like they have 20k+ miles left to them. They are only rated for 50k miles, so I guess having them done at 45k isn't so bad. However Michelins are over $320 each at the dealership, which I think, is expensive for a tire with these ratings.

    Oh : and I still haven't heard back from the Cadillac Customer Service rep on my request.

  14. #209
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    Re: So... What is wrong with your NEW SRX?

    GOOD NEWS.... I found it... That annoying rattle and tapping.

    Actually it was 2 things... One - the Rattle, It was gone after they replaced the sun roof shade, until I had the rear fixture replaced, and then it came back. So I attributed it to that... I stopped by the dealership and they pulled the fixture over the back seat - found the mount in the wrong position - - repositioned it and remounted the fixture. That took care of that rattle.

    Now.. the annoying tapping sound that comes and goes, was a hard one to get. BUT - with the help of my neighbor, we broke the rules and drove around with him not seat-belted in the back seat , moving around listening for the source of the tapping - - which he eventually zeroed in on!

    Now, although the noise was a tapping sound, it was not actually a "Tapping" that created it. It was the rubberized trim and covers the hole in the ceiling headliner for the sun roof. When the SRX would flex, the rubberized grippers would stick to the metal edge until it slipped creating a tapping sound as it "Popped" loose from the flexing of the car. Then it would "re-stick" itself until the next flexing moment.

    To fix it, I put electric tap on the edge of the metal that the grippers of the trim were grabbing. they still grab, but now they can move without making a noise when the car flex's.

    2 years it took me to find this one! (I am proud of myself for finally catching it! )

    So... if your SRX is making an annoying tapping sound when you drive on uneven roads, check the interior trim piece of your ultra roof, as it could very well be the cause.

    Nothing else is broken at the moment, so I have broken the short-term limit if MTBF...

  15. #210
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    Re: So... What is wrong with your NEW SRX?

    FYI: I called Cadillac Customer Service again today, and tried to speak with Mr. Williams. He was not available, so I left yet another message in his Voice mail, requesting that he call me back and I requested a warranty extension.

    So far Humpty is quite happy. New tires, rattles, taps and squeeks gone! Everying is working wonderfully. (except MPG and OCP1KM (Oil Consumption Per 1k mile))

    I can't help but get the feeling something important is about to break, crack, fall off or stop working because things are just going too good right now.

    We shall see.

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