Well BarryNS I can agree with you on several items:
A) I like my STS (in fact I really really want to LOVE it completely). Performance, Luxury, Feature Loaded and for a small bundle less than the competition. Should be a match made...
B) The problems you list are real and although none of us really know how many vehicles are suffering from most/all of these complaints, by extrapolating the number of people that know of this site, own 05/06 STS's (with the appropriate NAV/Audio) and post. There are at least a certain number of...
The reality of course is that manufacturers deal with this all the time. First year production models often have major complaints, the same goes for many other consumer items as well. And based on most business models it is better for a corporation to learn/fix/apply to future generations rather than correct older ones. Especially in the auto industry which is geared towards only correcting "mandatory" safety items or major concerns that have a safety potential. All other concerns are handled on an "as reported" basis. You go in with a concern and the Service Advisor says, "Oh yeah, I think they put out something on that, let me take a look."
Being a corporate Exec myself I understand the motiviation but also disagree on its execution many times. Part of that issue is because they are not specifically addressing an individuals concern but rather a "class" of concerns that a group of engineers work on based on priority/liability/future application and need. They then publish the data/fix for service agents to pull down on an as needed basis. There is not one individual up top that makes a decision to fix/not fix. Rather it is the corporate structure and ethic that "swallows" these things up based on percentages and volume. Nature of the beast for a global conglomerate like GM.
I have the VR problem. I have the Bluetooth problem. My car is in the shop yet again and has been for three days and counting. They are currently replacing the audio/nav unit for the second time this week as the last replacement itself was defective. I have no cell phone as they needed to keep it with the car. As a VPO who drives 35K+ miles a year with people looking for me all the time, I feel like I am walking around naked..
And how embarrasing is it for friends/family/peers to ask why your new "fancy" car is in the shop...again...
My friends actually joke about the VR in my car. Whenever I see them they always ask if it still wants to make a margarita when you ask it roll down the windows...nice.
So yes I am frustrated too...
And I am also VERY layed back. I believe in seeing the good in people and "assuming innocence". I also feel bad every time I call my Service Advisor or the Service Manager with my concerns. But I feel I have to.
And so I can only personally feel that this is the answer. To keep calling and writing. To not give up and capitulate.
I started by writing a very detailed letter to Cadillac Customer Care.
Cadillac Customer Assistance Center
P.O. Box 33169
Detroit, MI 48232-5169
I received a personal call and was assigned a dedicated CSR. The best they could do was get me some weight with the local Service Manager which they did. I now make sure that no matter what I am going in for, I include the VR/Bluetooth as a complaint on the service ticket. It has to be recorded to help make it climb the list of "most oftens" that GM receives. I then copy the Cust. Service Center and keep my file "open".
I also filed a complaint here:
http://www-odi.nhtsa.dot.gov/ivoq/
The NHTSA has an Office of Defects that takes consumer complaints on-line. File one. The link provided also lists a mailing address and you can search for complaints also.
It is a hastle and adds to the frustration that as a consumer you have to take personal responcibility for complaining and making change happen. However in a "corporate" environment it is the only way to get real action. That or finding the person in GM that can really make things happen and then convincing them that although they probably believe it is either being taken care of or will go away on its own, that it reall really isn't/won't. That there is a problem that they really should pay attention to personally instead of just assuming it will go away or delegating down to someone else. I haven't found them yet...yet.
That is why I have written to Rick Wagoner Chairman/CEO of GM.
Mr. G. Richard Wagoner Jr.
Chairman and CEO; Chairman and President, GM North America
300 Renaissance Center
Detroit, MI 48265-3000
Tell him your concerns and your inablility to get acceptable action. Advise him there are others that share your concern and although you wish to support GM products that this is unacceptable.
Send a seperate letter here:
Robert A. Lutz
GM Vice Chairman, Global Product Development
Advise him on the development of "this" product.
Letters should go here as well:
Mark R. LaNeve GM North America Vice President,
Vehicle Sales, Service and Marketing
Lawrence D. Burns GM Vice President,
Research & Development and Strategic Planning
Include your VIN on every letter as reference which is another reason to keep it logged at the dealer as it will show on their vehicle history search.
In the corporate world it is only when critical mass is achieved or projected to occur that action is taken.
If these problems are on the 05 models, then chances are they are on the 06 as well. That means with every vehicle off the line they are potentially increasing the number of complaints received, service actions at the dealerships and ultimately their liability if/when they actually do something.
Chances are, they really are working on this but will apply the fix/changes to future year models and if it is downward compatible (if) they will most likely release a TSB or Advisory to the dealerships that will be warranty serviced. That is important as well because at least for me; there is no way I am making it four years. My warrantly will expire in 12-14 months total under current use. So for me there is a very large sense of urgency to get this done. And even if I do roll over on miles, I want there to be a long paper trail for me to refer to.
Bottom line is I really do want to love this car. I actually miss not driving it right now. I am in an 06 DTS that although I respect those that prefer the larger body styling, it does nothing for me. I want MY car back...
But I personally believe that unless a large group of individuals take personal action to ensure that the candle is burned at both ends (GM & Dealer) this will go slowly or not at all. We need advocates to carry the message, willing or otherwise. A willing advocate sympathizes with your situation and tries to get some relief. An unwilling advocate is pissed and wants you off their back and so demands that something be done to make you go away. We need both.
The forums are an excellent way to share experience and information but does nothing to correct concerns. The GM action tree does not include this site as an acountablility...
So I hope you feel better having "vented' a little. I also hope you have done most if not all of the actions I have and are just praying for the "miracle" to happen as am I. And writing again when it doesn't.
If you haven't. Please consider doing some or all and for those that turn red evertime they think about these issues. Please be clear, concise, respectful and please try to avoid going off on the "auto trunk-closer" arguments and deal with those seperately. There are features that need to be fixed, and features we wish we had. We have to keep them seperate or else it will muddy the waters and reduce your impact. Stick to the "must haves" not the "wish I hads". Plus it will help keep from going off on a rant. Brevity is key.
I'm not giving up and would love to know there are others fighting the good fight as well. Writing a letter that says there are many that have the problem means nothing to GM as it is subjective. A detailed listing showing customer service historys and complaints is tangible and real...
And on a personal note.
I am just thankful I have a roof over my head, a job, any car and enough money to "fill" the tank and not just put in what's in my pocket that second. And mostly for a familly that doesn't care what I drive or how much I make.
So as I make my complaints, it is with respect for those to whom I write and those who cannot afford what I take for granted.
Thanks for your post and best wishes in resolving all of your concerns.
Regards...
A) I like my STS (in fact I really really want to LOVE it completely). Performance, Luxury, Feature Loaded and for a small bundle less than the competition. Should be a match made...
B) The problems you list are real and although none of us really know how many vehicles are suffering from most/all of these complaints, by extrapolating the number of people that know of this site, own 05/06 STS's (with the appropriate NAV/Audio) and post. There are at least a certain number of...
The reality of course is that manufacturers deal with this all the time. First year production models often have major complaints, the same goes for many other consumer items as well. And based on most business models it is better for a corporation to learn/fix/apply to future generations rather than correct older ones. Especially in the auto industry which is geared towards only correcting "mandatory" safety items or major concerns that have a safety potential. All other concerns are handled on an "as reported" basis. You go in with a concern and the Service Advisor says, "Oh yeah, I think they put out something on that, let me take a look."
Being a corporate Exec myself I understand the motiviation but also disagree on its execution many times. Part of that issue is because they are not specifically addressing an individuals concern but rather a "class" of concerns that a group of engineers work on based on priority/liability/future application and need. They then publish the data/fix for service agents to pull down on an as needed basis. There is not one individual up top that makes a decision to fix/not fix. Rather it is the corporate structure and ethic that "swallows" these things up based on percentages and volume. Nature of the beast for a global conglomerate like GM.
I have the VR problem. I have the Bluetooth problem. My car is in the shop yet again and has been for three days and counting. They are currently replacing the audio/nav unit for the second time this week as the last replacement itself was defective. I have no cell phone as they needed to keep it with the car. As a VPO who drives 35K+ miles a year with people looking for me all the time, I feel like I am walking around naked..
And how embarrasing is it for friends/family/peers to ask why your new "fancy" car is in the shop...again...
My friends actually joke about the VR in my car. Whenever I see them they always ask if it still wants to make a margarita when you ask it roll down the windows...nice.
So yes I am frustrated too...
And I am also VERY layed back. I believe in seeing the good in people and "assuming innocence". I also feel bad every time I call my Service Advisor or the Service Manager with my concerns. But I feel I have to.
And so I can only personally feel that this is the answer. To keep calling and writing. To not give up and capitulate.
I started by writing a very detailed letter to Cadillac Customer Care.
Cadillac Customer Assistance Center
P.O. Box 33169
Detroit, MI 48232-5169
I received a personal call and was assigned a dedicated CSR. The best they could do was get me some weight with the local Service Manager which they did. I now make sure that no matter what I am going in for, I include the VR/Bluetooth as a complaint on the service ticket. It has to be recorded to help make it climb the list of "most oftens" that GM receives. I then copy the Cust. Service Center and keep my file "open".
I also filed a complaint here:
http://www-odi.nhtsa.dot.gov/ivoq/
The NHTSA has an Office of Defects that takes consumer complaints on-line. File one. The link provided also lists a mailing address and you can search for complaints also.
It is a hastle and adds to the frustration that as a consumer you have to take personal responcibility for complaining and making change happen. However in a "corporate" environment it is the only way to get real action. That or finding the person in GM that can really make things happen and then convincing them that although they probably believe it is either being taken care of or will go away on its own, that it reall really isn't/won't. That there is a problem that they really should pay attention to personally instead of just assuming it will go away or delegating down to someone else. I haven't found them yet...yet.
That is why I have written to Rick Wagoner Chairman/CEO of GM.
Mr. G. Richard Wagoner Jr.
Chairman and CEO; Chairman and President, GM North America
300 Renaissance Center
Detroit, MI 48265-3000
Tell him your concerns and your inablility to get acceptable action. Advise him there are others that share your concern and although you wish to support GM products that this is unacceptable.
Send a seperate letter here:
Robert A. Lutz
GM Vice Chairman, Global Product Development
Advise him on the development of "this" product.
Letters should go here as well:
Mark R. LaNeve GM North America Vice President,
Vehicle Sales, Service and Marketing
Lawrence D. Burns GM Vice President,
Research & Development and Strategic Planning
Include your VIN on every letter as reference which is another reason to keep it logged at the dealer as it will show on their vehicle history search.
In the corporate world it is only when critical mass is achieved or projected to occur that action is taken.
If these problems are on the 05 models, then chances are they are on the 06 as well. That means with every vehicle off the line they are potentially increasing the number of complaints received, service actions at the dealerships and ultimately their liability if/when they actually do something.
Chances are, they really are working on this but will apply the fix/changes to future year models and if it is downward compatible (if) they will most likely release a TSB or Advisory to the dealerships that will be warranty serviced. That is important as well because at least for me; there is no way I am making it four years. My warrantly will expire in 12-14 months total under current use. So for me there is a very large sense of urgency to get this done. And even if I do roll over on miles, I want there to be a long paper trail for me to refer to.
Bottom line is I really do want to love this car. I actually miss not driving it right now. I am in an 06 DTS that although I respect those that prefer the larger body styling, it does nothing for me. I want MY car back...
But I personally believe that unless a large group of individuals take personal action to ensure that the candle is burned at both ends (GM & Dealer) this will go slowly or not at all. We need advocates to carry the message, willing or otherwise. A willing advocate sympathizes with your situation and tries to get some relief. An unwilling advocate is pissed and wants you off their back and so demands that something be done to make you go away. We need both.
The forums are an excellent way to share experience and information but does nothing to correct concerns. The GM action tree does not include this site as an acountablility...
So I hope you feel better having "vented' a little. I also hope you have done most if not all of the actions I have and are just praying for the "miracle" to happen as am I. And writing again when it doesn't.
If you haven't. Please consider doing some or all and for those that turn red evertime they think about these issues. Please be clear, concise, respectful and please try to avoid going off on the "auto trunk-closer" arguments and deal with those seperately. There are features that need to be fixed, and features we wish we had. We have to keep them seperate or else it will muddy the waters and reduce your impact. Stick to the "must haves" not the "wish I hads". Plus it will help keep from going off on a rant. Brevity is key.
I'm not giving up and would love to know there are others fighting the good fight as well. Writing a letter that says there are many that have the problem means nothing to GM as it is subjective. A detailed listing showing customer service historys and complaints is tangible and real...
And on a personal note.
I am just thankful I have a roof over my head, a job, any car and enough money to "fill" the tank and not just put in what's in my pocket that second. And mostly for a familly that doesn't care what I drive or how much I make.
So as I make my complaints, it is with respect for those to whom I write and those who cannot afford what I take for granted.
Thanks for your post and best wishes in resolving all of your concerns.
Regards...
