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If you would also be so kind as to include a link to this page, that would be helpful as I am not the only Customer Service Representative who responds to the emails that come in from Edmunds, and we want to be sure we can capture the context of the situation.
Regards,
Sarah
GM Customer Service
Aaron Cones
SFC, USA
Sarah
GM Customer Service
Sarah
GM Customer Service
Best,
Sarah
GM Customer Service
SFC A.C
We took the car into the dealer for this problem for the third time this morning. They seem unconcerned about the problem. So far the only thing they've done is run program updates.
I'd be interested in whether other people had more trouble with their Enclave not starting (and stopping while driving) when it is cold outside.
Regards,
Sarah
GM Customer Service
GM needs to consider this issue carefully and resolve this problem...
Keep us posted on your interactions with your dealership. If you would like for us to check into this further, please email us the following information at socialmediagm.com: your name and Edmunds username, your phone and address, the last 8 digits of your VIN and current mileage, and the name of your involved dealership.
Sarah, GM Customer Service
Kindest regards,
Sarah
GM Customer Service
We got home, but not without fear for our lives. At the first stop sign, the car lurched forward and stalled out as soon as my wife hit the brakes. We thought we did something wrong. We were driving a brand new car. She put the car into park and restarted the engine. Everything appeared to be okay. However, the same thing occured the next time she hit the brakes and again and again. Luckily we did not get rearended and even more fortunate, we did not need to go on the highway to get home!
Once in my driveway, I was able to get the car to stall /lurch forward every time I touched the brakes. I did this about a dozen times to confirm the problem.
Saturday morning, I had the dealer pick up the car. The mechanic at the dealership was able to quickly duplicate the problem but the systems did not report any errors. On Monday, with GM's help, the service manager identified the TCM (transmission control module) as the culprit and recommended replacing the TCM and Upper Valve Body.
I freely admit that my knowledge of cars is basic at best. My question to the community is simply "is this car safe to drive, even after the repair?" According to the dealer, GM does not provide root cause analysis of failed parts. I am not casting blame, just trying to assure ourselves that the repaired car will be safe. Should we request a replacement car? Will that car be safe?
Note, not sure if this is relevant, but the dealer had the car idling for about an hour and half before we picked it up reportedly to keep it warm for us before we arrived. Could this have caused the problem? Suspiciously, I am wondering if the dealer was hoping this would eliminate the problem they observed but I have no basis for thinking this.
Any/all advice is welcome.
If you would like for us to follow up on this with your dealership, please contact us via email at socialmedia@gm.com (include your name and contact information, the last 8 digits of your VIN and mileage, the name of your involved dealership, and a brief recap of the situation).
Sarah, GM Customer Service
The cause was determined to be a binding valve in the valve body. The dealer removed TMC and found that the S5 and S3 solenoids were leaking. They removed the valve body and found TCC valve 330 hanging up. Based on advice from GM, the dealer replaced the valve body and TCM(replaced 4844 WBG, 24264346 F-valve, 24263009 F-Plate, 24264345 F-Body, and 24263010 F-Plate), added six quarts of transmission fluid, and reprogrammed the TCM. To the credit of the dealer, they road tested the car for about 100 miles to ensure everything was okay.
Cautiously I am driving it around town/not the highway for the weekend to confirm the fix. As of this writing everything is okay and we are, one week delayed, enjoying our new Enclave.
Note: I cannot seem to find out exactly what changed in the transmission hardware/software in the 2013. Hopefully, there are no more bugs to work out.
Sarah, GM Customer Service
Problem: When cresting hill and then going downhill, engine stays at 3800-4000 rpm even though vehicle is rolling downhill and needs no power. When I hit brakes to take it off cruise control, nothing happens. Then, when I step on gas pedal and let up, rpm drops back to 1800 rpm (a reasonable rpm when no power is needed). Clearly at 4000 rpm engine is not engaged to transmission, as I do not gain speed. But rpm need to crest hill holds until I step on gas and let up. Any help or confirmation of similar situation would be appreciated.
Have you had this evaluated by your dealership? If so, what did they find?
We certainly understand if isn't something you've done already and are just trying to get a feel for where the situation is at.
Sarah, GM Customer Service
Does this revving of the RPMs happen consistently? If not, there's always a risk of them not being able to duplicate your concern - I would certainly advise that you have a tech drive with you if you're not certain this will happen every time or that they will not notice it.
Given the model year of your Enclave and the mileage, you are likely still within your bumper to bumper warranty. However, if you have questions about warranty coverage that are unanswered, we can check into that. Send your request and the last 8 digits of your VIN to us via email at socialmedia@gm.com (we will be able to tie your email to any open Service Requests you had started when you called into the Customer Assistance Center).
Sarah, GM Customer Service
Sarah, GM Customer Service
Thanks,
Derek
Service said I may want to talk to sales to see what the trade in would be and weigh out options. I called and was told that my car would be either scrapped or wholesaled out. This blew me away since I have a friend that does transmission repairs in another city that works for dealerships rebuilding transmissions and then they resell them.
Any advice of what to do?
Thanks,
Derek
Picked the car up on Friday, seemed to be fixed. Headed for home, got about 100 miles and car started slipping in and out of gear. Then started getting the message, "transmission hot, idle engine.
We pulled over let car idle and message went away. Started going again, made it about 10 miles before same message. Did the same thing, and made it another 15 miles... kept doing this all the way home. Made it to my dealer and dropped the car off about 2:00 a.m.
Dealer called this morning and said that trans would not go into forward gear now (would not go in reverse last night). Gave me another loaner, and will call me on Monday.
We're sorry to hear that your vehicle is being repaired for the transmission. The good thing is that this will be covered under your warranty and you won't have to come out of pocket. We hope everything goes smoothly with your repair. Please keep us updated on this process.
Amber N.
GM Customer Care
I just read your thread on your problems with Enclave. We, too, have had the same problems when using cruise control in the mountains. We took it into the dealership and they are "unable to replicate it" and even asked my husband if he accidentally manually shifted which he did not. My husband believes this is extremely dangerous as the only way to get the car down from 5000 rpms to 2000 was to put car in neutral as the pressing the breaks didnt help. I have also noticed that the car's rpms jerk when the car is traveling between 45-50 mph even though the gas is being pressed or released. What did your dealer say? We are scared to take the car into the mountains again until this is fixed.
We had to have the car towed to the closest dealership because after stopping the transmission would no longer go into reverse and we couldn’t get out of the parking spot. The dealership told us when they looked up our car in the GM database, it was out of warranty! That our car had gone into service in June of 2008!
We got a rental car and said we’d fax them our paperwork denoting the mileage at purchase and the purchase date. We did this and the dealership contacted GM on our behalf.
GM’s response? That we purchased a USED car and that they did not need to honor our purchase date!
The dealership when we purchased the vehicle, told us that the warranty would be good through 40,438 (438 is the number of miles on the car when we purchased it) or 100,438 (for the power train warranty) or 60 months, whichever comes first. So at this point we have reached neither date nor mileage according to our purchase documents and the agreements we signed. Does an agreement that GM has with the dealership from June supersede our agreement with the Dealership? Do we need to have our warranty repair work done at the dealership we purchased it from?
Either way this feels like a very shady way to get out of fixing something that should last for 100,000 miles or more. Very shady GM, very shady!
They sold you a car that had already been reported as sold, and the warranty clock was ticking, yet never disclosed that to you.
Seems like a small thing, until now... I'd suggest to them in a kindly way, that they've perpetrated a fraud on you, and you expect them to stand up and make it right.
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I'm very sorry that you've experienced this, and it seems like there's been a lack of communication throughout this process. I'd love the opportunity to take a second look at your case and clarify any additional details. If you are interested can you please email me your name, VIN, contact info, and dealership? I look forward to hearing from you.
Amber N.
GM Customer Care
When I inquired about the "GM Certified" vs. "New in Crate" transmission, I was told that the only option is a remanufactured transmission (GM Certified) and is warranted for 36months/100,000miles; a "New" transmission is not available but if it was available, it would only carry a warranty of 12 months/10,000 mile warranty because it would be classified as a new part. And, it would cost more than the certified unit. Does this make sense?
It is quite obvious that GM has a serious problem and long-term customers like me (8 new GM vehicles in the past 25 years) are very dissatisfied and for good reason. As a loyal GM customer, this is the proverbial end-of-the-road for me and GM.
I am so sorry to hear that you have had this experience with your Enclave. Have you spoken with a Customer care Agent yet? If not I would like to assist you. If you are interested ion my assistance could you please send me an email to socialmedia@gm.com and include a brief description of the problem and your VIN and current mileage. I will do whatever I can to assist you. I look forward to hearing from you. Congrats on the new grandson.
Jakie
GM Customer Care
I've had the same problem with the RPMs shooting up while stopped at a light, but dealership says they can't duplicate, so it's my problem.
Had two Schrader valves replaced for my AC, and they charged me $500! Should not have cost more than $200.
Now my rack and pinion steering is making noises AGAIN. It's been replaced twice (so they say), but this time they want $1200 from me because my extended warranty had expired 10 days before - outrageous! There's more, but I don't want to belabor this message.
Now that I'm reading these blogs, I am absolutely ready to get rid of this vehicle - love the vehicle, but I will NEVER buy another GM product.