It's obvious, silver, that some people have the ability to twist anyone's words into what they want to believe someone told them.
Since I was not there I can't say that your dealership didn't tell you that it's a "known defect", and even if they did say it, it's known to them and not anything GM has ever said. I could also be mistaken in saying that I have ever seen GM put those words in print "known defect" except maybe for a campaign that actually is a known defect.
Maybe it is a "design that is prone to failure" or something that we see a lot of.
The one unit thing is a basic rule. Dealers are empowered to do more than that and even take care of you even outside of the vehicle's regular warranty. (with limitations)
They aren't going to do it if you jump up and down crying about how everyone knows it's a problem and you'd best be taken care of or you are going to cry like a little baby to everyone that will listen to you.
Here is a thought, how about showing your dealers some respect? See from a techs standpoint, customers treat the dealership like we designed and built the thing. The fact of the matter is we sell a product manufactured by a company, just like any other retail chain. One difference is that we service what we sell, unlike Wal Mart, or some other notable retailer who just gives you another piece of junk that some Chinese guy got paid 2 dollars to build.
If you have a problem with your car and you treat me with a bit of common decency, I'll do everything in my power to make sure you are satisfied with your GM product. If you get in my face, start telling me that it's a "known defect" and I'd best take care of it, personally I would send you to the next dealer up the road. Granted I am not the manager and he has the final say or he can talk to the Area Manager, but the same goes. If you go in his office crying like a baby or you go in explaining that you have a problem and you'd like to see if we can help you out you are going to get a different response from him, and on up the chain.
It's easy to sit in an office chair and criticize the design of this feature and that component, but when you have a hundred people breathing down your neck for you to design a better, easier, cheaper component to put in a mass produced vehicle or you lose your job it's quite a different story. Granted sometimes GM engineers don't make choices that suit your tastes but in a nice big world marketplace you have plenty of choices if you don't like Cadillac.
Now all that being said, is it a perfect design? Most certainly not.
Have I seen problem vehicles? Yes.
Since I replace about 15 GM radios a month in various vehicles I think I have a pretty fair grip on what the problems are that the radios have. I can also tell when a faceplate has been abused or misused.
That gives me the benefit of knowing what NOT to do with my own radio.
The one replacement is designed to give people who don't understand the sensitivity of the finish an opportunity to "change their habits" to help prevent further damage since most salespeople don't take the time to tell you not to use finish enhancing agents or the finish will flake off, and to avoid using your fingernails to push on the buttons (for the ladies with the manicures
I came here to help, I like to help people on the internet and I have been doing it for about 12 years now in various places. I recently joined to help YOU folks out. I realize that everyone gets nervous that when they actually get someone to help that one guy can drive them away by being obnoxious. (I realize that your comments have been civil, just argumentative so don't think I am calling YOU obnoxious
I don't have much spare time and I don't want to waste it trying to defend some engineer's choice. I am not going to do that.
Bottom line, if you take care of your car, support your dealership by letting them maintain your car and not just come in when you want something for free, and treat them with kindness and respect, I think you'll find they will go out of their way to make you happy.
If you come blasting in like a tornado of hatred spewing dogma about how our product sucks and we are all retarded, don't be surprised if they ask you not to come back... which ANY business has the right to do.
I appreciate the kind words from lots of people I have spoken to here.
That's what keeps me coming back. I am not going to become a target for abuse just because I work for Cadillac.
I am more than happy to offer my perspective, but just because it doesn't agree with what you may believe doesn't mean it's wrong. You are free to disagree with my point of view, that's why the USA is such a great place. You get to disagree.
I hope this short novel has cleared up any confusion about my earlier comments. If there is still a sticking point for anyone I'll be happy to offer more information.
In fact most of these units are not built by GM at all, but outsourced to various electronics manufacturers. GM just buys them and installs them in the car. Maybe that was a mistake on GM's part, but if you want to throw stones at someone, find out who actually built the radio and blame them.
In the meantime, if they are really messed up, bring them to me and I'll make sure it gets fixed.