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2011 CTS-V sedan HIS, 2012 CTS4 coupe- Her's
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317 Posts
Katie means well but her responses are quite vague and sometimes when I read them they border on boiler plate responses you would get from an automated system

No fault of her own guess there is only so much she can do.
 

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'14 CTS-V LongRoof; '16 ATS-V Sedan,' 04 Trailblazer 4x4; '10 CTS LongRoof gone but never forgotten
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15,431 Posts
Her hands are tied. She passes on this stuff to her cell mates/authoritarian grand masters/bosses/dead letter office or wherever. That's all she can do is pass it on to others in the food chain.
 

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'09 CTS-V, 3K miles & '87 Turbo Buick, 29K miles
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3,435 Posts
Katie means well but her responses are quite vague and sometimes when I read them they border on boiler plate responses you would get from an automated system

No fault of her own guess there is only so much she can do.
Not to be rude, crude, & socially unacceptable, but what the heck would you do if you were in her position and your paycheck came from Cadillac / General Motors?
I think that we owe her and those that have gone before her a big thumbs up.
What do you think? Cadillac / GM gives her their pay check and says do whatever you want?
 

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'14 CTS-V LongRoof; '16 ATS-V Sedan,' 04 Trailblazer 4x4; '10 CTS LongRoof gone but never forgotten
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15,431 Posts
For someone in her position I believe she does a remarkable job. I have never seen a Marque monitor a forum like she does for GM. Kudos to that.
 

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2010 TG sedan, 6A,LPE 650, and a few more mods.
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498 Posts
Cadillac should step in and see what can/should be done.

I work for a major manufacturer (another industry) and when we have end-users trying to use our products, sometimes they are misapplied, installed wrong, or other things, due in part to an engineering firm or integrator.
If I am brought in, called, or made aware of it, I try to help, regardless of fault. I don't want our name soiled out there, and I value our customers, whether they buy direct or not, and will take care of the why and how it happened afterwards.

So, yes, GM should poke their head into this situation. Maybe not to the buyer, but to Martin Auto Group, and make it right. Not saying they have to buy it back, but make the car right, and right now.
 

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'14 ATS Premium with 3 pedals | Past: '13 ATS Performance & '99 Seville STS
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5,847 Posts
Hi ben.gators! I was involved on the customer's original thread and offered assistance, so thank you for alerting me about this updated thread.

TWD3, I do want to reiterate that I'm happy to locate any case you may have with our Cadillac Customer Assistance Center and give you updates on your case details whenever you wish. In the meantime, I'm going to continue to document your comments where the proper GM teams can access them!

Katie
Cadillac Customer Service
Thanks a lot Katie!

I hope my post didn't upset you. As I said in that post too, this is all about the job description of customer service, and how much help they can actually offer, and much more important, how much GM values it customers! And it had absolutely nothing to do with you! You are an employee working for a corporation and following their rules, just like many of us here!

To be very honest with you, and by you I mean the Katie not the "Cadillac Customer Service", it really sickens me to see a fellow Cadillac owner has spent a big pile of his hard earned cash and what he has got is just frustration, and the GM is doing nothing to make things right! These bad apples in Cadillac's dealership chain is really destroying the overall reputation of the Cadillac! I myself could be driving a brand new Cadillac now, but because of dealership problems I changed my mind. I had sent you a post and described the problem and you were kind enough to document it and hand it over.

Anyway, I hope you understand us and don't take this personal. And thanks a lot for many other occasions that you could help out a forums member here.
 

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2011 CTS-V Sedan Black Raven 6 speed manual
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404 Posts
What I have done numerous times in the past when I felt I was being treated unfairly by company was to find the CEO or President's email address. It usually takes >30 minutes to figure it out if your fairly internet savvy. Those executives have more powerful CSR's working for them that can usually get a lot done for you that other normal CSR's cannot. This has worked for me with Verizon Wireless, Best Buy, and Samsung. Obviously this is bigger but the principle is the same. Start searching for other GM email addresses and you can usually figure out the naming convention. Search forums. Don't bother paying any service. Most of the information is out there in the public domain. Tell your story in a calm manner and say how disappointed you are at how you have been treated. Leave a phone number. Almost every time I have done this I have received a phone call back within 48 hours.
 

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Cts-V
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57 Posts
What I have done numerous times in the past when I felt I was being treated unfairly by company was to find the CEO or President's email address. It usually takes >30 minutes to figure it out if your fairly internet savvy. Those executives have more powerful CSR's working for them that can usually get a lot done for you that other normal CSR's cannot. This has worked for me with Verizon Wireless, Best Buy, and Samsung. Obviously this is bigger but the principle is the same. Start searching for other GM email addresses and you can usually figure out the naming convention. Search forums. Don't bother paying any service. Most of the information is out there in the public domain. Tell your story in a calm manner and say how disappointed you are at how you have been treated. Leave a phone number. Almost every time I have done this I have received a phone call back within 48 hours.
When I began reading your comments I said to myself "this guy has the idea" as this is what is done in my company. Then you posted my company, lol. It's called our corporate relation's or corporate escalations team. It's basically a small group of individuals that have the ability to do whatever they want. If you have a legit issue, stuff is taken care of quickly. If something is purchased with an outside group but bears our branding but we have no real control over than said company will receive a nice email that basically say's "take care of this for me or you will pay down the road as our professional relationship will suffer".

Something this extensively documented is not only detrimental to the dealer but to GM as well. I'm in here reading this as a potential V2 buyer and it scares me.

----------

Executive staff.

http://www.gm.com/company/corporate-officers

Most of the time their emails are just [email protected]
 

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2012 Mercedes E63 Amg Station Wagon
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1,348 Posts
I just hope the op realizes he has a real case against this dealer, they really messed up his car and need to make good on it. He did not even ask for this foolish paint treatment which did the damage in the first place.
 

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'13 CTS-V Coupe, '09 Escalade
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56 Posts
Discussion Starter #53
Thanks guys for all your support and good advice. The car is still at the dealership since dropping it off on 3/8/13. At this point I have no idea what they're doing to my car for nearly three weeks for work that was supposed to take no more then one. I will update as events unfold.
 

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2010 TG sedan, 6A,LPE 650, and a few more mods.
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498 Posts
I live two miles from them. Because of this, I won't even allow them to check my tire pressure. What a farce.
 

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708 Posts
I don't know if it would be better to get the car out of there until a resolution is found because, you are right, you don't know what they are doing to it.
What happened to the news story?? You have to take this to the next level. You can't wait for them. You will never see the car.
I think Karch and anyone else that lives close by should go and complain.
 

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2019 Mercedes E450 Cabriolet, previous 2013 ATS 2.0T AWD, 1973 Corvette 454
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2,364 Posts
Wow! What a story....I was routed to this thread via a posting on the ATS forum and find this absolutely incredible! I remember years ago having a $2000 disagreement with my dealership (which I really like, incidentally) on a car I bought. Wrote a letter to the dealership's owner, outlining the problem. Got a letter back in a few days; problem taken care of to my complete, 100 per cent satisfaction; no questions asked because of "...our goal of maintaining the complete satisfaction of our loyal, customer base..." Shows you that there are definitely differences between dealerships and their approach to customer issues. Incidentally, being in the news biz myself, if you want some TV exposure: Call a station's assignment desk, tell them you and your family members plan to picket and stage a protest outside the dealership on such and such date and why. I guarantee you'll get a call back and coverage; it's visual and TV stations LOVE such stories.
 

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2012 CTSV Coupe, 1966 Chevelle
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696 Posts
I am leasing a 2012 Range Rover and it was on for a recall that too two weeks to resolve cause of parts availability. Dealership gave us a beautiful rental and they apologized for the delay by sending us a check for one months lease payment.
 

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2009 CTSV bone stock
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627 Posts
You really need to get your car out of there NOW. If they do work on it and you refuse to pay they can get a mechanics lein and keep it from you. They probably are throwing boogers on it or being left outside with bird poo. Go get your car dude and then settle the issue.
 

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Cadillac
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1,033 Posts
That's why I brought a used V. Not a perfect car, but a 9.5 / 10. Saved $20K, and don't have to worry about it. I drive it everywhere, and park it everywhere.

Most of my new car orders were just so filled with problems. Swirl marks, Scratches, chocolate bars swished into the seats, missing front shocks, bad transmissions, etc, etc. It's less head ache, and less money. And I buy the extended warrenty. and I'm done.
 

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'13 V
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379 Posts
That's why I brought a used V. Not a perfect car, but a 9.5 / 10. Saved $20K, and don't have to worry about it. I drive it everywhere, and park it everywhere.

Most of my new car orders were just so filled with problems. Swirl marks, Scratches, chocolate bars swished into the seats, missing front shocks, bad transmissions, etc, etc. It's less head ache, and less money. And I buy the extended warrenty. and I'm done.
Read the thread about the guy who unknowingly bought a modded used V with an extended warranty to boot, blew an engine, and is now having warranty repair denied and has a big mess on his hands. Buying a used car, especially a car people love to mod like ours, is frought with risk. Even the CPO V's according to some very reliable sources on these boards are only inspected superficially.

Best way to avoid problems is to lease a new car. Always covered by warranty, and if it is problematic you get to walk away in 2-3 years with no further obligation. If it was a good car, you can buy if you want.

I sympathise with the OP's predicament in this case, but the fact is that its about paint! A relatively minor issue imho. The paint on our V's in most cases sucks anyway. I would just let the dealership fix the issue and move on and start enjoying my car. In 2-3 years you'll be ready to move onto the next badass car, V or not, and your paint will be fine. Life is full of more significant things to stress over. You got taken advantage of here. You made our community wise to this crappy dealership. Lesson learned. Time to move on my friend.
 
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