How to go over the heads of a dealership and contact GM of unresolved problems?
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  • 2 Post By inspectorudy
Cadillac SRX Second Generation Forum - 2010+ Discussion, How to go over the heads of a dealership and contact GM of unresolved problems? in Cadillac SRX Forums; I have been a happy Cadillac owner for years. However, have a co-worker that is very upset with the runaround ...
  1. #1
    NJRonbo is offline Cadillac Owners Enthusiast
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    How to go over the heads of a dealership and contact GM of unresolved problems?

    I have been a happy Cadillac owner for years.

    However, have a co-worker that is very upset with the runaround he has been receiving from the dealership he bought his 2011 CTS from.

    He got a bad vehicle. There has been constant water leakage and the dealership is giving him a hard time about fixing it.

    The dealership manager has been no help.

    He wants to contact GM directly about the problems he has been having.

    Does anyone have contact information for someone he can talk to?

    Thanks in advance

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  3. #2
    carman603 is offline Cadillac Owners Member
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    Re: How to go over the heads of a dealership and contact GM of unresolved problems?

    Check your/his owners' manual. Customer concern information is provided. Also , Better Business Bureau and State Lemon Laws are available.

  4. #3
    inspectorudy is offline Cadillac Owners Enthusiast
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    Re: How to go over the heads of a dealership and contact GM of unresolved problems?

    Good luck. I tried every number I could find and always ended up at the Cadillac product information center where a woman who spoke poor English read the owner's manual to me about the problem I was having. They don't want to hear from anyone. They built it and you bought it. End of story. Ford is no better because I had issues with them and could never talk to any technical people. BTW, they had the same issue with poor English being spoken. It might be offshored. I cannot vouch for Chrysler because I have never been drunk when I bought a car.
    asphaltman and asphaltman like this.

  5. #4
    Marc NY's Avatar
    Marc NY is offline Cadillac Owners Connoisseur
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    Re: How to go over the heads of a dealership and contact GM of unresolved problems?

    Quote Originally Posted by NJRonbo View Post
    ... Does anyone have contact information for someone he can talk to?

    Thanks in advance
    If the Service Manager or the owner of the dealership can not help you out you should then ask to speak to the Zone Manager on his or her next visit to that dealership. You can also contact a Cadillac Customer Assistance person @ 1-800-458-8006 or 1-800-882-1112 to start up a case number if your friend continues to get no satisfactory help or answers with his problems.



    Remember to tell your friend that he should have documentation which includes the number of visits with copies of his work orders and any other relevant conversation he has had with the dealership personnel.

    *Remember one should always be polite and courteous when speaking to a Customer Care person... yelling and ranting will usually not help out one's cause.


  6. #5
    GMJim's Avatar
    GMJim is offline Cadillac Owners Connoisseur
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    Re: How to go over the heads of a dealership and contact GM of unresolved problems?

    Ronbo, check your PM

  7. #6
    hcvone is offline Cadillac Owners 10000+ Posts
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    Re: How to go over the heads of a dealership and contact GM of unresolved problems?

    It always helps to had the dealership behind you, but some times that is not possible, use the 800 number listed in this thread, it's how you have to start things rolling, if you get nowhere then get in touch with a lemon law lawyer.

  8. #7
    Tolron is offline Cadillac Owners Member
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    Re: How to go over the heads of a dealership and contact GM of unresolved problems?

    Follow your owner's manual. Cannot stress this enough. I had an '07 CTS which made 24 documented warranty visits over 2 years on about 10 different problems. Got Cadillac Customer Care involved and they were useless. Was going to go Lemon Law route but a lawyer friend of mine said "follow your manual". Thought it was a waste of time but called the BBB as the book says. They resolved the problem for me with no expense and little effort on my part. I ended up with Cadillac buying back the CTS in full. Have since purchased a '10 SRX which has been a great car so far.

  9. #8
    paid4c4's Avatar
    paid4c4 is offline Cadillac Owners Fanatic
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    Re: How to go over the heads of a dealership and contact GM of unresolved problems?

    If you file with Cadillac to get a case number also check with your State's Attorney General's office, many states have lemon laws and will help you file to start the process.
    Bill

  10. #9
    99ssconv is offline Cadillac Technician
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    Re: How to go over the heads of a dealership and contact GM of unresolved problems?

    take it to another dealer for a second opion

  11. #10
    RippyPartsDept's Avatar
    RippyPartsDept is offline Hi, I'm Chris - Please Read My Signature
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    Re: How to go over the heads of a dealership and contact GM of unresolved problems?

    there's also Customer Care reps on this forum - they have their own section

    http://www.cadillacforums.com/forums...presentatives/
    Chris Heath (RippyPartsDept) is an ASE Certified GM Parts Consultant at
    Rippy is a Cadillac, Hummer, Saturn & Saab dealership - family owned and operated in Wilmington, NC since 1946
    We offer all forum members deals on parts and freight - e: parts@rippyautomotive.com ph: 800-RIPPY-22
    <-- insert standard boilerplate about posts not necessarily representing my employer, etc -->

  12. #11
    Big Windy Ext's Avatar
    Big Windy Ext is offline Cadillac Owners Enthusiast
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    Re: How to go over the heads of a dealership and contact GM of unresolved problems?

    A buyback for reasons beyond safety is difficult but wouldn't stop me from trying....mold?

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