CD won't eject $1200 later it's fixed
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**Cadillac User Experience (CUE)** Discussion, CD won't eject $1200 later it's fixed in Item Specific Cadillac Discussion; I took my 2013 SRX with 4800 miles into the dealership because the cd eject button on the CUE system ...
  1. #1
    Fullsail is offline Cadillac Owners Member
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    CD won't eject $1200 later it's fixed

    I took my 2013 SRX with 4800 miles into the dealership because the cd eject button on the CUE system was
    unresponsive.
    After a few days they called and said they needed to replace the cd/dvd player because something was spilled in
    unit to causing this malfunction and consequently I would need to pay for the new player ($826 part, $225 labor). I told them I don't recall spilling anything but just wanted it fixed because we had a lot of traveling to do over the holidays. After installing the new unit they still couldn't get it to eject (I'm thinking it didn't need a new unit). I picked up the vehicle to use for the weekend and brought it back the following Monday. They then replaced the
    switch at $143 and that seemed to fix the problem. When I picked up the SRX I asked for the parts they replaced and they said they had to send in the cd/dvd player so they couldn't give it to me but they did give me the switch that was replaced.
    After paying $1261.02 to get the eject function on CUE working again I kind of have a bad taste in my mouth.
    Does anyone know if I have any recourse to recoup some of this money since I wasn't even given or shown the CD/DVD player that they claimed I damaged by spilling something in it?
    Thanks for any advice.

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  3. #2
    don.davis's Avatar
    don.davis is offline Cadillac Owners Fanatic
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    Re: CD won't eject $1200 later it's fixed

    Fullsail, does (did) it actually play DVDs? Was this for the rear seat entertainment system, or up front?

    Given that the per-unit cost of even a top-end player at Best Buy is around $50, even with exorbitant labor costs to remove your player and put a new "cadillac compatible" player in the glovebox, I'd say you really got screwed.

    I'd start with the CUE customer support folks at: 1-885-428-3669

    Good luck!

    PS - Point out to your dealer that for $1200 you could have purchased a very capable notebook computer with HD display, DVD drive, and great all-around specs that would provide far more functionality than that doorstop in your glove box.

    Don

  4. #3
    georule is offline Cadillac Owners Fanatic
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    Re: CD won't eject $1200 later it's fixed

    Not in the glovebox on the SRX. It's at the bottom of the center stack. Hard to spill something in there tho, and I'd think there'd be evidence of it on the area around the shifter if there had.

  5. #4
    don.davis's Avatar
    don.davis is offline Cadillac Owners Fanatic
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    Re: CD won't eject $1200 later it's fixed

    Oops! Sorry, I'm an ATS guy!

  6. #5
    georule is offline Cadillac Owners Fanatic
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    Re: CD won't eject $1200 later it's fixed

    It's actually above that covered cubbyhole that is the ashtray/lighter on some versions and just below the CUE faceplate. So it isn't even *that* low so far as spillage occurring from, say, someone knocking over a drink from the cupholders and it running into the CD player. It'd really take quite a feat to get spillage in there it seems to me given the cupholders are on the other side of the shifter. Not saying it couldn't happen, but it certainly isn't an obvious scenario.

    And then replacing it wasn't what fixed the problem. Replacing the sensor fixed the problem. You don't even really know that the player really needed replacing. And how does the switch sensor get affected by "spillage"?

    At this kind of money with these facts, I think I'd be being more forceful about some consideration here on what looks to me more likely to have been legitimate primary warranty work.

  7. #6
    Fullsail is offline Cadillac Owners Member
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    Re: CD won't eject $1200 later it's fixed

    Yes, it played the DVD that was stuck in the player just fine, I just couldn't get the DVD to eject.

  8. #7
    flycaster's Avatar
    flycaster is offline Cadillac Owners Enthusiast
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    Re: CD won't eject $1200 later it's fixed

    Personally, if I knew that I had never spilled anything in the area in question, plus the fact that they never showed/proved that the player needed replacement, I'd be mighty PO'd at the dealership for trying to rip me off. To me this dealer action seems akin to the hustler street-corner auto-mechanic telling you you need a new starter just because the car didn't start. In a very forceful, but respectful way, I'd let them know exactly what I was thinking and then push for compensation for being ripped off. Good luck with however you do handle the situation.
    georule likes this.

  9. #8
    inspectorudy is offline Cadillac Owners Enthusiast
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    Re: CD won't eject $1200 later it's fixed

    Good luck with your quest. I had a similar problem with Ford, that's why I am a GM guy now, that originated at the dealer level and was their fault. But when it got to the management level at Ford, they deferred to the dealer's decision. You will need to reach someone at a higher level than the dealer to get any relief.One avenue you might pursue is that you demand the old unit since you paid for it and that if you have to you will go to small claims court to get it. If and when you get it then you can determine if it indeed was spilled on and go from there. How many times in the automotive history of repairs have we all been ripped off by a mechanic swapping out a part only to realize that that was not the problem and then charging you anyway?
    georule likes this.

  10. #9
    pever's Avatar
    pever is offline Cadillac Owners Fanatic
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    Angry Re: CD won't eject $1200 later it's fixed

    Quote Originally Posted by Fullsail View Post
    ... they said they had to send in the cd/dvd player so they couldn't give it to me
    I'm thinking they did.

    Why would they send it in? To whom? For a warranty claim? For GM to inspect? To eBay? So they can get a replacement? This makes NO sense. If you spilled on it, they see that, they throw it in the trash. Better, proper, they give it to you so you can clean it and maybe use it "next time" or sell it on eBay.

    Reverse onus now. They prove the unit was defective and they prove the switch was not under warranty. You deserve 100% of your money back until they prove the defect existed on the now-missing unit.

    Does you location (state?) not have laws about returning replaced parts?

  11. #10
    inspectorudy is offline Cadillac Owners Enthusiast
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    Re: CD won't eject $1200 later it's fixed

    This is one of those
    Little" issues that become huge because of bad decisions made in the beginning. If this dealer had an ounce of common sense he would cut you a check for the entire amount and send the bill to Cadillac. $1200 is not even office coffee money for one floor at GM.

  12. #11
    inspectorudy is offline Cadillac Owners Enthusiast
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    Re: CD won't eject $1200 later it's fixed

    Well guess what? My CD player in my '13 SRX won't eject the stuck CD in it. It will play it fine but cannot get it to eject. I'll take it in Monday to see what they have to offer.

  13. #12
    Jayceejay is offline Cadillac Owners Member
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    Re: CD won't eject $1200 later it's fixed

    If they sent your player back in to GM, I would believe that would classify as a warranty. Since you paid for it and didn't file a warranty claim on the player, its strange that they would still have to send it back.
    huna likes this.

  14. #13
    georule is offline Cadillac Owners Fanatic
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    Re: CD won't eject $1200 later it's fixed

    Mine's in for the same reason right now on my 2013 SRX. This is starting to look like the original poster got screwed on a more general problem that should have been covered under warranty.

  15. #14
    inspectorudy is offline Cadillac Owners Enthusiast
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    Re: CD won't eject $1200 later it's fixed

    My wife and I NEVER drink in the SRX so if they tell me that it was a spill then it would be coming from GM as a tactic not a reason.

  16. #15
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    Cadillac Cust Svc is offline Cadillac Customer Service
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    Re: CD won't eject $1200 later it's fixed

    Quote Originally Posted by inspectorudy View Post
    Well guess what? My CD player in my '13 SRX won't eject the stuck CD in it. It will play it fine but cannot get it to eject. I'll take it in Monday to see what they have to offer.
    Hello inspectorudy,

    I’m sorry you are running into trouble with your CD player in the SRX. How did the dealership visit go on Monday? Were they able to resolve this issue? Please let us know if you have any questions.

    Katie O.
    Cadillac Customer Care

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