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I have an 2007 Outlook with 74,700 miles and my transmission just went out as well. I have called Saturn yesterday but since my 5 years was up in June and there is not a recall I was unable to receive any help from GM. I have owned many GM vehicles in the past but I do not plan on purchasing another since this is a common problem and GM does not seem to care. Also I have had this vehicle in the shop over 6 times. I have lost faith in GM. This transmission should not have went out with less than 75,000 miles.
All the best,
Sarah
GM Customer Service
Sarah, GM Customer Service
My wife was on errands with the kids in our 2007 Saturn Outlook, which she loves. Well, it just stopped moving. Couldn't put it in forward or reverse. She called a friend to get it towed to his service shop. At the shop, he got it to move a little then it stopped again. He said he recently had an Acadia in which a part in the transmission broke and shredded the gears and got into all the innards. As it cost about $3500 to repair, he suggested that we call GM to see if they can help out with it.
I found a number and spoke with Heather, who was great, calling me back every step of the way. She put me on the line with Denny, the head mechanic for Matthews Auto Group where we bought the vehicle and where we have the Outlook serviced. We spoke of the incident when it stopped working and he said he would get to it in a few days, which I said was OK.
He didn't remember but we spoke before this when the vehicle was brought in for the timing chain recall. It took four times to get it right, but Matthews treated my wife so nice, we felt comfortable with them. So this time we called OnStar and had it towed to Matthews so Denny could look at it. When he called back he said that it was a broken wave plate in the transmission, and in a roundabout way agreed that it may cost about what the other mechanic said, about $3500.
By calling my friend the mechanic for an explanation, he said that the wave plate is cheap $20 part that is known to crack and destroy the transmission. He had called a friend at Country Club Auto who said that he works on an average of 2 GM transmissions per week between Outlook, Acadia, and Traverse.
The Matthews customer service rep called the next day and said that they drained some fluid and found metal shavings. I asked how did the mechanic diagnose the problem as a bad wave plate if he didn't open it up?
The customer service rep said he had an offer from the district supervisor of GM, to give us $3000 off of a new vehicle or split the cost of repair 50/50, approximately $1750 plus tax our cost.
When asked for a breakdown of the cost of services and materials he got uptight and refused, stating only that the transmission would come out of the box and into the vehicle and the fluid would be added. The old transmission would go into the box and sent back to GM. It was then presented as a one time offer, take it or leave it.
I said that I was disappointed in GM for not doing the right thing. This is a known problem with Outlook, Acadia, and Traverse. It's all over the internet.
I went on to say that the tow truck operator for OnStar that picked up the vehicle said, “Oh, an Outlook. Transmission, right? I've been picking up a lot of those lately. And Acadias and Traverses”.
I also said to the rep that we were totally surprised by the breakdown since the last OnStar Diagnostic report that we got stated “Based on our diagnostics check on 08/19/2012, all systems are normal.
Diagnostic: Complete. No action needed.
” Four days later, my wife and kids are stranded on the roadside.
The rep repeated that the offer was a one time offer, one that he did not have to give since the vehicle was five months out of warrantee. If it did not make me happy then he would save the money to make someone else happy. I honestly said that of course I am not happy with having to spend $1800 for a new transmission that only has 73,000 miles on it (27,000 miles under warrantee limit). He seemed to be a little taken aback by my knowledge of the wave plate issue with these transmissions, how a $20 part could self destruct and wreak havoc with the transmissions. Take it or leave it was the answer, that is all the GM district manager was authorized to offer. I would get back to him.
The next day a GM rep named Keith called to offer the same, but more politely. As a lifetime customer of GM vehicles, I repeated my disappointment in GM, but said that I would get back to him. He asked if I would like to file a complaint with GM. I said no, but I would like to file a complaint against the Matthews rep. The next day Keith the GM rep called and asked of my intentions, and I said that I guess that I would take the 50/50. He left off saying that he would get going on making it happen.
The following day I missed a call on the cell phone that I thought was the Matthews customer service guy so I called him. He said, no it wasn't him. I said well, you've got me by the balls (pardon me) so I guess I am taking the 50/50 offer. He replied that it was rescinded. I got off the phone with him and called Keith the GM service guy to ask about it but he was not in. The next day Keith reversed himself and said that indeed the offer was revoked. I asked if there were anyone else that I can speak to. He said he would have his manager call me. The next day a curtly speaking person called to say that they are not willing to budge on their decision.
This is not the customer service that I have come to enjoy and depend on for my family from GM and the Matthews Auto Group. What can be done?
We would like to check into this further to see what happened with the 50/50 offer; would you please send us either your Service Request number (71-**********) or the last 8 digits of your VIN to socialmedia@gm.com?
Sarah, GM Customer Service
Sarah, GM Customer Service
Had you sent us an email already (socialmedia@gm.com)? Or had you called the Customer Assistance Center? I only ask as my coworker Christina typically responds to incoming emails from the forum. Let me know if you have yet to get a response and I will check with her to make sure we received it.
Sarah, GM Customer Service
The way you are describing this chugging/slipping/hesitation. This is exactly what happened before our transmission had a catastrophic failure. This may very well and very likely be due to the wave plates. Our's broke down with our daughter driving it on a desolate highway late at night. This could have ended tragically for our family, but GM doesn't seem to care about the safety of their customers. Please get this checked out. All this back and forth with Sarah really won't get you anywhere. I had faith in the process before we began. After SEVERAL follow up calls notifying me of a delay and that they were still working on it with the so called higher-ups it became clear to me this was just a tactic, similar to the responses they give here. I wish you the best!
Unfortunately I do not have access to GM information on what the different codes mean, nor am I able to discuss any potential Technical Service Bulletins (issued for our technicians at the dealerships) pertaining to this issue on your Outlook. I'm sorry that I'm unable to provide those insights for you; were you thinking about getting this checked into further?
Sarah, GM Customer Service
I did email socialmedia@gm.com the same afternoon that I posted this and have not recieved a response.
We're sorry that it's taken a bit to get back with you! Our main email responder has been out sick and we're working to get caught up. If you haven't heard back by 4:30pm EST this afternoon, please try resending the email and we apologize again for the delay!
Sarah, GM Customer Service
Thanks.
Oh, forgot to mention the weird steering sound and "whomping" sound from the wheels. Having them check those things out while it's in the shop...I'm sure it's just a matter of time before those fail. So thankful we don't have the leaky sunroof....maybe that's only because we don't have a sunroof/moonroof on our model... Goodness!
Keep us posted on how the repairs go! If you want for us to check into anything further with your dealership, we can be reached at socialmedia@gm.com (include your name, Edmunds username, phone and address, the last 8 of your VIN and current mileage, and the name of your dealership).
Sarah, GM Customer Service
It sounds like you've spoken with Customer Assistance already; would you please forward either your case number (71-**********) or the last 8 digits of your VIN to us via email at socialmedia@gm.com, we would be happy to check into the case to see if there's anything we can do.
Sarah, GM Customer Service
Sarah, GM Customer Service
"Thank you for taking the time to email me with your concerns. I apologize for your frustrations. I see that the dealer offered to cover 50% of the repairs. That was something the dealer was offering and unfortunately I cannot change the resolution of your case. I apologize for your frustrations and inconvenience."
Christina
GM Customer Service
Reply:
Thank you for looking into it for my family and your apologies too.
So, OK, the dealership has taken back their offer. Does that mean GM is taking back their half too? I would be willing to take up what the dealership has reneged on if GM would cover the other half of the original offer.
Or could I take the vehicle to another GM dealer, who would like my future business, to have them honor Matthews deal?
I just found a bulletin on this issue that sounds exactly like your problem, the trans issue is related to an internal clutch wave plate that breaks. The repair is to take the trans out and apart for repair.
While I realize that this is not good news, it at least verifies that the issue is not computer related so you at least know what you are paying for is indeed necessary.
here is the bulletin info...
TECHNICAL
Bulletin No.: 09-07-30-012A
Date: January 12, 2010
Subject: No Reverse, 3rd or 5th, Check Engine Light Illuminated, DTC P0776 (Replace 3-5 Reverse Clutch Plate (Waved)
Models:
2008-2009 Buick Enclave
2008-2009 Chevrolet Equinox, Malibu
2009 Chevrolet Traverse
2007-2009 GMC Acadia
2007-2009 Pontiac G6
2008-2009 Pontiac Torrent
2007-2009 Saturn AURA, OUTLOOK
2008-2009 Saturn VUE
All Equipped with 6T70/75 6-Speed Automatic Transmission (RPOs MH2, MH4, MH6 or MY9)
Supercede:
This bulletin is being revised to update the information. Please discard Corporate Bulletin Number 09-07-30-012 (Section 07 - Transmission/Transaxle).
Condition
Some customers may comment about an SES light and/or no reverse and may also comment on a slip / flare or harsh shifts in drive range 3rd and/or 5th gear. Upon investigation, the technician may find DTC P0776 (Clutch Pressure Control (PC) Solenoid 2 - Stuck Off) set. Any one of the following codes may set independent of each other as a result of this wave plate breaking: P0777, P2723, P0717, P0716, P2715, P2714.
Cause
This condition may be caused by a broken 35R clutch wave plate allowing the apply piston to over-stroke, causing the piston to leak and causing loss of apply. This normally will not occur before approximately 32,000 km (20,000 mi). Debris generated by the condition can affect the operation of the speed sensors and other clutches.
Correction
Important
It is recommended that a new plate be installed any time the transmission is disassembled for any reason.
Important
The Control Solenoid (w/body and TCM) Valve Assembly should not be washed in a parts cleaner.
Read more: 60 mph, engine reved momentarily then dropped..slowed..20 mph - JustAnswer http://www.justanswer.com/saturn/4d6be-60-mph-engine-reved-momentarily-dropped-s- lowed-20-mph.html#ixzz2AGnWfWbV
If you wanted for us to into the progress on this for you, please email us your name, contact information, and the last 8 digits of your VIN, as well as a brief summary of the situation, to socialmedia@gm.com
Sarah, GM Customer Service
We're sorry that you're having a difficult time getting in touch with us; if you would please send us either your Service Request number (71-***********) or the last 8 digits of your VIN via email at socialmedia@gm.com, we can check into what's happening on our end. If you would also please send us your phone number and provide the best time to call, we can pass this on to your agent.
Regards,
Sarah
GM Customer Service
I have an 07 Saturn Outlook that I have owned for 4 years. It currently has 103,800 miles on it. I have had it in the shop for several warranty and recall issues. I also received a letter about 6 months ago from GM regarding issues with 07 outlook's timing chains and because of these issues, GM has extended my warranty to 120,000 on the timing chain.
Ever since I had this car we have experienced poor acceleration (along with many other issues). We had it in to the Portsmouth NH Saturn dealership a few times for this issue and they said there was nothing they could find. About a year and a half ago it seemed to have been getting worse so we had Midway Buick/GM in Somersworth NH look at the acceleration issue when they were performing a recall issue (yet another recall on this vehicle). They also said they could not find anything wrong with the acceleration.
About a week ago, I was driving on the highway and my car started sputtering, almost like I had a flat tire. I pulled over to find the tires were fine and when I started again, the sputtering stopped, however, my car seemed to have been driving very rough. It also seems to be having a lot of white exhaust smoke coming out and my check engine light came on. Seeing I had the letter regarding the timing chain, I googled signs of the timing chain going and I read all the same signs I was experiencing were related to the timing chain.
I made an appointment this Monday and took it to Hilltop Chevrolet in Somersworth NH. They put it on the computer and said it is showing codes related to my Camshafts and NOT my timing chain. However, they said to know for sure they would have to perform about 5-6 hours worth of labor removing the engine just to find out what was wrong with it.
I asked the manager to call GM to see if this would be covered under the timing chain warranty letter I received and he said the two are not related but he would call GM to see if there is anything they would do. The manager called me today to tell me that he spoke to GM and was told they would help but they are not sure exactly how much they will pay because they need to find out how much the repairs will cost first. So basically I have to pay $600 in labor just to find out what's wrong with it and to find what amount GM will cover. And to replace the Camshafts I've been told means the cylinder heads have to be replaced wich is almost a $5000 job!!! But needless to say I have no choice to have them do the 6 hour labor job to diagnose the issue.
I am very frustrated at the fact that I have had almost everything imaginable replaced in this vehicle and 4 years later I am still having issues. I also googled the signs of the Camshafts going and to my surprise the biggest sign is poor acceleration! In my mind, this is an issue that has been ongoing since I bought the vehicle and no one was able to diagnose it but now I am paying the price. I feel because of the timing chain letter I have,the fact that I have taken this vehicle in three times before for acceleration issues, I am only 3800 over my warranty, and more importantly the fact that I have a vehicle that isn't even in production any longer, GM should fix these issue for free.
I have been very patient up until now with all the issues I've had with this vehicle. I don't feel asking GM to warranty an issue that never should have happened in the first place is too much to ask. Can you please let me know what you find out and if you need anymore information on my vehicle, please let me know.
You should be hearing back from one of my co-workers via email; if you don't please let me know and we'll make sure that it came through for you.
Regards,
Sarah
GM Customer Service