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Cadillac SRX Second Generation Forum - 2010+ Discussion, Software issues..... in Cadillac SRX Forums; [QUOTE="Cadillac Cust Svc"] Hello eaglesgators, I am sorry you are experiencing static issues with your speaker. If you would like ...
  1. #16
    eaglesgators is offline Cadillac Owners Member
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    [QUOTE="Cadillac Cust Svc"]

    Hello eaglesgators,

    I am sorry you are experiencing static issues with your speaker. If you would like to discuss this concern, please private message me. Be sure to include your VIN and current mileage so I can research this issue on your behalf.

    Regards,

    Laura M.
    Cadillac Customer Service

    ----------



    Hello Laura M.

    Thanks for your reply. I can be reached at eaglesgators@aol.com or by phone or text at 386-283-0086. We would appreciate any insight you may have on this issue.

    The VIN number is 3GYFNBEY8AS559306 and we just went over 40,000 miles this afternoon 7/1/2013.

    Ron Marcy

  2. #17
    Cadillac Cust Svc's Avatar
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    Re: Software issues.....

    [QUOTE=eaglesgators;3643346]
    Quote Originally Posted by Cadillac Cust Svc

    Hello eaglesgators,

    I am sorry you are experiencing static issues with your speaker. If you would like to discuss this concern, please private message me. Be sure to include your VIN and current mileage so I can research this issue on your behalf.

    Regards,

    Laura M.
    Cadillac Customer Service

    ----------



    Hello Laura M.

    Thanks for your reply. I can be reached at eaglesgators@aol.com or by phone or text at 386-283-0086. We would appreciate any insight you may have on this issue.

    The VIN number is 3GYFNBEY8AS559306 and we just went over 40,000 miles this afternoon 7/1/2013.

    Ron Marcy
    Hello Ron,

    You are welcome. I wanted to let you know I responded to you via Email, so we can continue our interaction that way.

    Laura M.
    Cadillac Customer Care

  3. #18
    warnercc is offline Cadillac Owners Member
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    Re: Software issues.....

    Well, I talked to a Cadillac Customer Service Rep last week and to be quite frank, it was a total waste of time to even answer the phone. Do they program all of these clowns with the same song and dance lines? I am taking the car in tomorrow for an oil change and I am going to insist that I stand and watch them do the work because I just don't trust them. My wife also has a Word document with embedded photos that is several pages long illustrating the continued problems she is having with the Cue system. Probably won't do any good because they will insist that they can't "duplicate the problems" but if they won't fix anything at least I will start to flood them with paperwork.
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  4. #19
    warnercc is offline Cadillac Owners Member
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    Re: Software issues.....

    Well, took the car in for the oil change and was greeted with the standard, "So how is the car doing?" line. When I proceeded to tell them I got absolutely no response. When I got home, I also realized that I haven't received any customer satisfaction surveys for the last couple for service department visits. That's one way to keep your ratings up by not sending the surveys to customers who are obviously dissatisfied.

  5. #20
    RippyPartsDept's Avatar
    RippyPartsDept is offline Hi, I'm Chris - Please Read My Signature
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    Re: Software issues.....

    the dealers don't decide who to send the surveys to... the surveys are done by a third party to maintain integrity in the survey system
    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 -->

  6. #21
    warnercc is offline Cadillac Owners Member
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    Re: Software issues.....

    Quote Originally Posted by RippyPartsDept View Post
    the dealers don't decide who to send the surveys to... the surveys are done by a third party to maintain integrity in the survey system
    That may be true but I think it's a very interesting coincidence.....especially when I have had contract with at least two different customer reps. If the third party isn't privy to your visit then they can't send you a survey, now can they. GM is in charge of the data that is sent to the third party.

  7. #22
    RippyPartsDept's Avatar
    RippyPartsDept is offline Hi, I'm Chris - Please Read My Signature
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    It would be a pretty big scandal if the manufacturers could (and did) mess with the survey system.

    And I'm not sure that the manufacturers do have control over what gets sent to the survey companies. I think the dealers are signed up independent from their mfg
    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
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  8. #23
    warnercc is offline Cadillac Owners Member
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    Re: Software issues.....

    We have another appointment on Monday morning because Friday night on the way home the radio audio went out. The only thing the screen displayed was the station number and nothing else. No audio at all. It would let us change the station in XM and also change to the regular FM radio but would not let us play any media from the connected phone, which my wife does a lot of. We even pulled over to the side of the road and shut the car off, also opened the door to be sure everything was dead but the interesting thing is the radio never shut off. When we got home, we put it in the garage and the radio still would not shut off by the power but or when we shut off the car. I checked about every 15 minutes and was sure that I would have to have it towed to the dealer because of a dead battery in the morning but sometime between 45-60 minutes, the radio finally shut off. The memory seats still don't work properly nor does it shift properly since the update. Now, the back of the thing rattles like a Yugo. A fine example of American craftsmanship.

  9. #24
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    Re: Software issues.....

    Quote Originally Posted by warnercc View Post
    We have another appointment on Monday morning because Friday night on the way home the radio audio went out. The only thing the screen displayed was the station number and nothing else. No audio at all. It would let us change the station in XM and also change to the regular FM radio but would not let us play any media from the connected phone, which my wife does a lot of. We even pulled over to the side of the road and shut the car off, also opened the door to be sure everything was dead but the interesting thing is the radio never shut off. When we got home, we put it in the garage and the radio still would not shut off by the power but or when we shut off the car. I checked about every 15 minutes and was sure that I would have to have it towed to the dealer because of a dead battery in the morning but sometime between 45-60 minutes, the radio finally shut off. The memory seats still don't work properly nor does it shift properly since the update. Now, the back of the thing rattles like a Yugo. A fine example of American craftsmanship.
    Hello warnercc,

    I apologize that your SRX has experienced this issue and was not able to produce any audio or play any media from your phone. Please keep us updated regarding your appointment on Monday morning. Would you like me to contact your District specialist regarding this concern and let them know that you will be taking your vehicle to the dealership tomorrow? Thank you very much for taking the time to keep us updated.

    Gregory W.
    Cadillac Customer Care

  10. #25
    warnercc is offline Cadillac Owners Member
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    Re: Software issues.....

    Quote Originally Posted by Cadillac Cust Svc View Post
    Hello warnercc,

    I apologize that your SRX has experienced this issue and was not able to produce any audio or play any media from your phone. Please keep us updated regarding your appointment on Monday morning. Would you like me to contact your District specialist regarding this concern and let them know that you will be taking your vehicle to the dealership tomorrow? Thank you very much for taking the time to keep us updated.

    Gregory W.
    Cadillac Customer Care
    Actually, it does no good to contact the "District Specialist" because that's all I need is another person telling me that they can't duplicate the problem so they can't fix it because that is what I have basically gotten so far. Been there, done that.

  11. #26
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    Re: Software issues.....

    Quote Originally Posted by warnercc View Post
    Actually, it does no good to contact the "District Specialist" because that's all I need is another person telling me that they can't duplicate the problem so they can't fix it because that is what I have basically gotten so far. Been there, done that.
    Hi warnercc,

    I am sorry for this ongoing issue you are experiencing with your vehicle. I understand your frustration with being told it is not able to be duplicated. If you do want Gregory's or my help, don't hesitate to contact us.

    Sincerely,

    Laura M.
    Cadillac Customer Care

  12. #27
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    algiorda is online now Cadillac Owners Fanatic
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    Re: Software issues.....

    Warnercc, sounds like it's time to take the car to a different dealer. I definitely think you need a 3rd party objective analysis of your issues. You might want to check with your state Lemon laws. In some states if you have to take your car in 3 or more times for the same issue without satisfaction, you can return the car to the dealer for a new car. YMMV

  13. #28
    warnercc is offline Cadillac Owners Member
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    Re: Software issues.....

    Interestingly, when my wife dropped of the car yesterday morning, there was another gentleman there dropping of his '12 SRX and he happened to ask her how she liked the car. She then proceeded to tell him about all the problems we have been having while numerous other customers standing there listening. She actually told the guy she wished she had her Lincoln back. The service writer called me before lunch and said that they thought they had the rattles fixed (we will see) and were going to order a new "radio" and should have it tomorrow (today) and they would keep the car until it was fixed. I called my wife and told her all of this. The service writer then called me back at 4:00 and said that Cadillac would not authorize the replacement of the radio because the service tech had not "witnessed" the issues we have been conveying to them. I was pissed. Don't tell me you are going to do something and then call me back 4 hours later and tell me that you're not going to do that. I told my wife all of this and she was really pissed. She has been talking pictures of all of these things for the last 3-4 months. She sat down and made a document with the embedded pictures illustrating the problems she has been having and dropped it off at the dealership this morning. They only thought they had problems when I was pissed off. Her being pissed off will make the OK tornadoes look like a summer breeze. This ought to be interesting. If they don't do anything now, I guess the next step will be a lawyer. Never, Never again will a GM product darken my garage.

    ----------

    Quote Originally Posted by algiorda View Post
    Warnercc, sounds like it's time to take the car to a different dealer. I definitely think you need a 3rd party objective analysis of your issues. You might want to check with your state Lemon laws. In some states if you have to take your car in 3 or more times for the same issue without satisfaction, you can return the car to the dealer for a new car. YMMV
    Easier said than done. This is the only Cadillac dealership in the immediate area.
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  14. #29
    warnercc is offline Cadillac Owners Member
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    Re: Software issues.....

    Day six with no return date in sight. When I talked to them yesterday, their attitudes seemed to change when I pointed out that the car now qualifies under the Illinois lemon law. I actually got a call from the guy that sold me the car when I got home. They don't like the word "lawyer".

    Our loaner is now another SRX. In my opinion, not to bright of move on their part. My wife just commented that the loaner doesn't shift anything like her car and the radio actually works properly.
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  15. #30
    warnercc is offline Cadillac Owners Member
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    Re: Software issues.....

    Day nine? Really? And now they are saying the car may have wiring issues? It's time for someone to step up and stop jerking us around.

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