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Purchased a 2012 SRX Luxury in late December in Orlando FL. From the first visit to the dealer this has not been a good experience. The dealer made the transaction harder than it should have been, at delivery the car required 3+ hours of waxing and buffing to get rid of hundreds of white stains, the customer survey returned application errors when I tried to submit. After completing the survey and not being contacted for two weeks, I sent an e-mail to the "assist" e-mail address. In the note I made it clear I did not want to be contacted by the typical contact center agent...I only wanted to speak with someone not told to follow "the script" and be empowered to listen to all the failures along the way. After the second call I was told the matter would be referred back to the very dealer who caused the problem and to who I will not return. Now two more weeks have passed and....nothing. After owning many cars, it is disaaponting Cadillac does not take thier own customer satisfaction slogans seriously. Does anyone have advice for contacting Cadillac and actually being able to speak with someone who can listen and resolve two minor issues and acknowldge this should not have been this hard. At this rate, there will be a 2012 with less than 1,000 miles up for sale very soon.
 

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XT4 RED SPORT
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I am sorry to hear about all your troubles ... there is Katie a Cadillac Customer Service person that visits our site regularly who you can contact for help or you can call directly to get a Cadillac Customer Service Rep @ 1-800-458-8006. They are very helpful and should be able to assist you with any of your issues.

... I'm available at [email protected] if you continue to have frustrations and would like me to investigate.

Best,

Katie
 
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Thanks for jumping in with the info, Marc!

Tzphgc, I am indeed happy to research your concern further and explore your next steps with you. As Marc posted, my email is [email protected], and including the last eight of your VIN in your message to me would be very helpful.

Best,

Katie
Cadillac Customer Service
 

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I will be interested to see how this turns out. In all previous instances here Cadillac Customer Service has referred people to their selling dealer. They've stated that dealers set their own policies and they have little control over these things. I am hopeful that a different outcome occurs here.
Having said that, we still don't fully know what the issue is here. The only mention was of the buffing of scratches. The dealer fixed that so what's left?
 

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Discussion Starter #6
The original issue was a misleading coupon on the dealer's website regarding a year end discount. I was originally dismissed when I brought it to the dealer's attention. After writing a letter to the BBB, the general manager honored the offer and fixed the web site. Then...after e-mailing back and forth many times and striking a deal, 30 minutes later I was told (by e-mail) the only Black SRX Luxury had been sold without the sales manager knowing. It took another call to the GM, and an accusation of questionable ethics to get the dealer to find a second car to honor the deal we had agreed to. Then to go to the dealer and have the car require 3 more hours of prep, when they had it for a week over the holidays, completely took all satisfaction out of the buying process. On the way home I noted two small flaws that should be corrected. After my experience with the dealer I don't want to return to their location. I would have expected Cadillac to step in, indicate they had addressed my concerns with the dealer, and figure out a way to resolve the two small defects. Instead I got nothing but a customer service agent who was required to follow the pre-defined script and do nothing to actually resolve the situation. I don't want anything excessive...just to know that Cadillac will address the situation with the dealer, and for them to figure out another dealer who will fix the two flaws.
 

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The original issue was a misleading coupon on the dealer's website regarding a year end discount. I was originally dismissed when I brought it to the dealer's attention. After writing a letter to the BBB, the general manager honored the offer and fixed the web site. Then...after e-mailing back and forth many times and striking a deal, 30 minutes later I was told (by e-mail) the only Black SRX Luxury had been sold without the sales manager knowing. It took another call to the GM, and an accusation of questionable ethics to get the dealer to find a second car to honor the deal we had agreed to. Then to go to the dealer and have the car require 3 more hours of prep, when they had it for a week over the holidays, completely took all satisfaction out of the buying process. On the way home I noted two small flaws that should be corrected. After my experience with the dealer I don't want to return to their location. I would have expected Cadillac to step in, indicate they had addressed my concerns with the dealer, and figure out a way to resolve the two small defects. Instead I got nothing but a customer service agent who was required to follow the pre-defined script and do nothing to actually resolve the situation. I don't want anything excessive...just to know that Cadillac will address the situation with the dealer, and for them toow figure out another dealer who will fix the two flaws.
We all know dealerships have to make money. The first quote I received was about $3,000 more than their own website was advertising for the exact SRX. You can't take these things too personal. I also realize everybody is different. I like the haggling over prices and such. Why not try the selling dealer's service department? I'm sure they will attend to your defects. What are the two defects? We like to absorb as much information as possible here. Every issue that gets reported here can possibly help someone else.

Hope everything gets resolved and let's see some pics!
 

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I understand the need to make money...we are all in a business of some sort. When I originally brought the misleading web content to their attention, all they had to do was tell me it was a good catch and the would fix it. A bonus would have been to offer a few hundred dollars off the car if I bought it. Instead they acted arrogant and dismissive with no indication the content was in fact misleading. When the GM got involved, he did the right thing and offered to honor the deal....which was actually in line with what I read here for other year end deals on 2012's. Then after a day of negotiation with the sales manager on a trade in value, I am told, in n e-mail, the only car was "just sold" more than 30 minutes after I had agreed to the trade in offer...in writing. The two flaws are a scratch in the center of the speedo and a chip on the front bumper.....both cosmetic but noticeable.
 

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Purchased a 2012 SRX Luxury in late December in Orlando FL. From the first visit to the dealer this has not been a good experience. The dealer made the transaction harder than it should have been, at delivery the car required 3+ hours of waxing and buffing to get rid of hundreds of white stains, the customer survey returned application errors when I tried to submit. After completing the survey and not being contacted for two weeks, I sent an e-mail to the "assist" e-mail address. In the note I made it clear I did not want to be contacted by the typical contact center agent...I only wanted to speak with someone not told to follow "the script" and be empowered to listen to all the failures along the way. After the second call I was told the matter would be referred back to the very dealer who caused the problem and to who I will not return. Now two more weeks have passed and....nothing. After owning many cars, it is disaaponting Cadillac does not take thier own customer satisfaction slogans seriously. Does anyone have advice for contacting Cadillac and actually being able to speak with someone who can listen and resolve two minor issues and acknowldge this should not have been this hard. At this rate, there will be a 2012 with less than 1,000 miles up for sale very soon.
The screen on my 2013 SRX stopped responding to touch commands about two months ago, just out of warranty and with only 35K miles on it. After several letters, all explaining that I was only one of MANY owners with this problem, and pointing out that since there is no owner maintenance required, that the problem is a design deficiency and there should be a recall by Cadillac to correct the problem, Cadillac's first suggestion was that I contact my dealer which I did, and was informed that it would cost $1,200 to correct the problem.

My most recent letter from Cadillac , basically a form letter dated September 29, 2020, stated that "I (?)support the decision that was previiously made (No help) that was previously communicated to you. I (?) apologize that the decision was not in accordance with your wishes, however this the final decision of General Motors and we will no longer address communications on this subject."

As a long time Cadillac and GM product user, I found their response to be curt and totally unresponsive, Needless to say I will not be purchasing a Cadillac in the future. If a class action progresses I would appreciate the opportunity to offer my input.

BOTTOM LINE: If you are among the many Cadillac owners with inoperative CUE displays, unless you are under warranty, don't waste your time seeking redress from Cadillac. They could care less.
 

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2015 SRX Premium FWD
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The screen on my 2013 SRX stopped responding to touch commands about two months ago, just out of warranty and with only 35K miles on it. After several letters, all explaining that I was only one of MANY owners with this problem, and pointing out that since there is no owner maintenance required, that the problem is a design deficiency and there should be a recall by Cadillac to correct the problem, Cadillac's first suggestion was that I contact my dealer which I did, and was informed that it would cost $1,200 to correct the problem.

My most recent letter from Cadillac , basically a form letter dated September 29, 2020, stated that "I (?)support the decision that was previiously made (No help) that was previously communicated to you. I (?) apologize that the decision was not in accordance with your wishes, however this the final decision of General Motors and we will no longer address communications on this subject."

As a long time Cadillac and GM product user, I found their response to be curt and totally unresponsive, Needless to say I will not be purchasing a Cadillac in the future. If a class action progresses I would appreciate the opportunity to offer my input.

BOTTOM LINE: If you are among the many Cadillac owners with inoperative CUE displays, unless you are under warranty, don't waste your time seeking redress from Cadillac. They could care less.
We knew that.

Very reasonably priced replacements are available on Amazon and other places.
 

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For jbon-, I know you're soured, - as we all get when shafted by clearly documented design defects where the manufacturer refuses to allow an equitable adjustment. But. But, take solace in knowing your 7-year old divided by your mileage creampuff is only on its first crash/burn, where I've read guys on their 3 screen in a year. Even with 'free under warranty' for them just imagine how much further you are in life going for as long as you did without issue.

Good you vented. At least you know about Amazon now.
 
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