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Frustrated in Cali!
I'm sorry to read about your frustrating situation; do you currently have a Service Request open with Customer Assistance (71-**********)? If not, we'd be happy to get one established for you. Please contact us at socialmedia@gm.com with more information (including your name/Edmunds username, phone and address, the last 8 of your VIN and current mileage, the name of your dealership and more information about your recent visits there for this concern).
Kind regards,
Sarah
GM Customer Service
I'm sorry for any confusion that has come out of your recent repair visit. If we can look into this further for you, please send the following information to socialmedia@gm.com: your name/Edmunds username, phone and address, the last 8 digits of your VIN and current mileage, and the name of your dealership.
All the best,
Sarah
GM Customer Service
I'm sorry that you had to go back in for the same issue. Please post an update of what they find, if you like, and if we can look into anything further for you feel free to contact us 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 involved dealership).
All the best,
Sarah
GM Customer Service
I know you are just GM's watchdog (excuse the term), and not the decision maker, but is GM EVER going to take responsibility for this lemon of a car they built, or just keep putting a band aid on it until someone get killed? By now GM just on this site alone has been given fair warning about how unreliable and dangerous this car is. The tragedy is the dealerships know what the problems are, and conveniently can diagnose it when it is to their benefit. I've seen it.
I have many stories to tell, and do not mind sharing them, just so the people that own these things know whats coming from both the dealer and GM.
For once will (Government Motors) tell the truth? Kind of follows the administration that fathered this child.
I'm glad that your dealership was hopefully able to resolve the stability system concern you had been having. Please keep us posted if the situation changes!
Best,
Sarah
GM Customer Service
Would you believe that I called the Cadillac Customer Service today to discuss a Stability System Issue with my 2004 SRV, V6, and I was told that I was the first customer that had called about this issue. Are you kidding me? Are all of the issues posted on Edmunds regarding the stability system bogus?
Is Edmunds a trusted site by GM or not? Have there been issues on the Stability system reported to GM or not?
I appreciate how your interaction with the Cadillac Customer Assistance Center would bring forth these questions, and can understand how it must look from your perspective. Hopefully I can bring some clarity to the matter.
Our Customer Assistance Centers (phone-based as well as web-based like myself) are not centrally located; we have different departments and different locations. In addition, we handle each customer on an individual basis - the agent you spoke with may very well not have heard of any Stability System concerns on the Cadillac SRX before depending on the calls he or she had received. Furthermore, customer service representatives have access to very specific resources: open recalls on your particular vehicle, owner's manuals, product information, and so on. We would not be privy to a hypothetical technical discussions by brand quality, documents that would help us to diagnose a vehicle over the phone or web, etc.
It may not be a perfect system, but we're doing what we can within it. This is why Social Media, the department I work in, provides a new perspective for General Motors. We do document threads where a pattern of a particular issue occurs for further consideration, but where that information goes once I log it, I can't say for sure.
When you contacted the Customer Assistance Center, did they set up a Service Request for you? If we can look into it and provide any available updates, please let us know!
Sarah
GM Customer Service
Thanks for your reply to my note on the Stability System Problem. I plan to take my car to an authorized GM Repair shop tomorrow. I have read enough on this site to understand where they should start. Seings that I have no warranty left after 152,000 miles and will be paying the bill, I will take them some info to get started on. Hopefully, they will be able to diagnois and fix the problem. I don't understand why GM doesn't maintain a central data base on these kinds of issues so a Customer Service Rep like I spoke with would be able to answer questions on such a issue. Sounds like to me you are operating in the dark and the left hand doesn't know what the right is doing. One mans opinion.......
Thanks for your info on this. I plan to go to the GM Dealer tomorrow and the info I have gleened from this site will help me and them to get to the boom of this problem. I have been very pleased with my 2004 SRX. I have 152, 000 miles and it has been a good car. I have gotten my money's worth already. However, I would like to get 200,000 and then sell it. Plan to buy a GMC SUV. Bought 1993, GMC Truck and 2000 GMC Jimmy, both still going strong and have well over 100,000 on each one.
I hope that all goes well for you during your visit today; thank you for your feedback!
Looking forward to an update,
Sarah
GM Customer Service
I'm sorry that your SRX has had so many difficulties over the course of your ownership. When did you take possession of this vehicle, and when was your most recent visit to your dealership for the loss of power issue?
Please send these and further details (your name and contact information, Edmunds username, and the name of your involved dealership) to us at socialmedia@gm.com
All the best,
Sarah
GM Customer Service
Dealing with the customer service representative at the Cadillac dealership was a nightmare. They told me that what happened was all my fault. They said I must have "accidentally" pressed the start-stop button, which is pretty much impossible to do so accidentally.
Is there anyone who has experienced this; the car turning off for no reason and terrible Cadillac customer service? I would really appreciate any responses. Thank you.
I'm sorry to hear about this experience - I can tell you're upset by it and apologize for that.
Looking at the manual (p. 9-17 about the ignition positions), I have a few questions about the event, just to clarify:
-It sounds as though the vehicle was not in park when this occurred. Did you notice the message "SHIFT TO PARK" appear in the Driver Information Center? This should have occurred if you had accidentally pressed the pushbutton start while not in park, and the vehicle would have gone into ACC/ACCESSORY mode.
-When the event occurred, I notice you state that you lost your brakes. Did the steering wheel also become difficult to turn? The manual does state that if the vehicle should be turned off while in motion you will lose power assist in both brakes and the steering.
- Has this happened again?
If we can look into anything further for you, please don't hesitate to get in touch with us via email at socialmedia@gm.com
Kind regards,
Sarah
GM Customer Service
Thank you for taking the time to post your concerns. Have you spoke with GM Customer Assistance? Can you please email me directly with your VIN, current mileage, and involved dealer? I would like to look into this further for you.
Christina
GM Customer Service
SocialMedia@GM.com
Why does GM just keep having you do the same old thing? GM has a serious problem with this vehicle and does nothing about it. Yes, you (and Maria) say how sorry you are, and ask for their Vin#, but the real answer is you ultimately say there is nothing you can do, but offer a $1500 discount on a new vehicle, which I could not laugh and turn it down fast enough!!
Just answer the problem: the stability system is a major problem in this car and will get someone killed, as is the transfer case. Oh- have you told them that the exhaust and catalytic converter is actually covered under a "Special" coverage, if you complain enough.
For you new folks to this site. Feel free to write and ask what really happens. I have yet (NOT ONCE) seen any comments on this site that discusses how much GM has done to correct a problem. While GM finally corrected my exhaust, it was not without staying on them and demanding that they fix what should be fixed a long time ago, and what they told me over and over was not covered. It was only after I pressed them that they found the "Special Service", only to have them take months to do so. Glad I bough that FORD to replace it. Otherwise, I would have been without a car....
Thank you for taking your time to post your concerns. Each case is handled on a case by case basis. We gather the information and review the case. Not all cases are the same. There have been many cases that we have been able to assist. I have provided the links below. If you are having concerns please contact us so we cant look into your situation and concerns at the very least.
btimes2, "Chevy Tahoe Door Lock Problem" #422, 2 Mar 2012 11:01 pm
http://townhall-talk.edmunds.com/direct/view/.f10b06a/473#MSG473
http://townhall-talk.edmunds.com/WebX/.f206d4b/497
http://townhall-talk.edmunds.com/direct/view/.f255869/10#MSG10
Christina
GM Customer Service
SocialMedia@GM.com
Good luck.....
I needed a bigger car as we are having a baby in OCT.
After coming home I decided to do a little research and stubmled upon this blog. Really dodged a bullet.
I can't buy back everybody's car for them that got screwed but I do want to thank everyone who posted on here.
Just send me an email to SocialMedia@GM.com. :-)
Christina
GM Customer Service
We're sorry to hear about the frightening experience you had in your SRX out in Mississippi. If you would like for us to document this, or if you want to just keep in touch with us on this, we can be reached via email at socialmedia@gm.com (include your name, contact information, the last 8 of your VIN, and a summary of the situation).
Sarah, GM Customer Service
Sarah, GM Customer Service
dianostic of the message center "Stability Control Warning", causing the engine power to be reduced", on my 2011 Cadillac SRX, was caused by the accelerator position sensor. in addition, the "passenger airbag off" was illuminated and the check engine light on. Vehicle was returned to owner on March 2nd. Repairs were made under the factory waranty.
Sarah, GM Customer Service
....bottom line the light is staying on and we have an appointment at the dealers.....
will keep you all posted as to what transpires with this visit to the shop.
We're glad to hear that you do have an appointment set up to get this checked into.
Just for some further information for you on why your dealership asked whether the light was staying on or if it was on and then off. The indicator/warning light will flash when the StabiliTrak or traction control system is working to control the vehicle on a low traction surface, but stays on if there is a problem with that system in the vehicle.
Looking forward to updates!
Sarah, GM Customer Service
Reggie