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Comments
All the best,
Sarah
GM Customer Service
I'm sorry that you are having so many difficulties with your Suburban. Have you been having these things looked into by your GM dealership? If so, we're happy to follow up on what's been done with them and see where we need to go from here. Please email us more information (your name/Edmunds username, phone and address, the last 8 of your VIN and current mileage, and the name of your involved dealership) and we'll get started.
Best,
Sarah
GM Customer Service
I know that a diagnostic fee can be difficult, but this is where you dealership would need to start at. If we can look into this matter with you, however, we would be happy to see what we could do (although I cannot promise results up front). Please send the following information to us at socialmedia@gm.com:
Your name and Edmunds username
phone and address
the last 8 of your VIN and current mileage
the name of your involved dealership
All the best,
Sarah
GM Customer Service
Mark
I am really disappointed in these multiple failures and my local service dealer tells me the lock repair will be rather expensive.
I've had more failures with this Suburban than usual including the "heated wipers", and now the stabilizer air pump and rear air shocks have also failed. Not to mention the intermittent radio and cluster failure that makes a loud "pop" on occasion and almost scares the wits out of everyone in the car! When this happens, many of my instrument cluster also fails, and my dealer can not find the problem but he quoted $4000 plus, to try and fix it by replacing the radio/GPS and other components! Those systems happen to be working OK at the present time!
In addition, when I was in Florida this spring the plastic horizontal passenger door trim warped and when my wife opened the door, it caught and bent the metal of the door! These trims have been replaced once already, and now I see the other three trims are warping too! This is just disgusting!
All in all, I am ashamed of owning this vehicle. I am wondering if anything can be done to correct these problems. After all, this is not an inexpensive vehicle since it has almost every option available. It is a 2008 Chevy Suburban I understand this car was made in Mexico! Maybe that has something to do with the failures, I don't know.
I am 70 yrs old and have owned 8 or 10 Suburbans and several dozen other GM SUV's, pickups and automobiles, because I operated an electrical contracting company for years. Now my son is operating the business and he buys GM also. My brother in law is retired from GM and I buy GM products to support him and his former company, but I am having second thoughts about my next vehicles.
Any help for this burb?
Our main avenue of evaluating these situations is to set up a Service Request with us, if you haven't done so already. Please send us an email at socialmedia@gm.com with the following information and my coworker Christina will guide you through the next steps: name/Edmunds username, your contact information (phone and address, please), the last 8 digits of your VIN and current mileage, and the name of your involved dealership, as well as a description of your concern (which I realize is posted here, but it can be difficult to link emails to posts at times).
Best,
Sarah
GM Customer Service
Thank you for taking the time to post your concerns. Can you please email me directly with your VIN, current mileage, and case number? I look forward to your email.
Christina
GM Customer Service
SocialMedia@GM.com
To Subject Sent Size Categories
'cac@chevrolet.com' Service Request: 71-1074853245 6/14/2012 8 KB
8 days later and things are worse for me. Reggie would call me once a day and if I couldn’t answer, he would just schedule another call for the next business day during his meager 3 hour workday. After finally connecting with him, there was little he could do except to “escalate” my request. The next rep did get the sales manager from Smokey Mountain on the phone in a 3-way call. Glenn, I think his name was tried to get me to accept less expensive alternatives to the Factory Service Manual I was promised, but eventually agreed to send a book by Merc? Hope that is what the dealers use because that’s what I was promised. I guess I’ll see if it arrives. Meanwhile, my lock and handle are broken and I’m begging people not to pull on the cheap plastic door handle which is broken because they’re trying to open a locked door. The second area rep that helped with the manual is in a different area than where I currently live, so he has to “escalate” my request to another rep. Seems like the only escalation is the time taken to get someone on the phone as the third rep took 2 days to call me. When he did, I was told that I could take my car to Steve Raymond Cheverolet and that they would charge me for diagnosis and then make a decision. NO THANKS. I’ll get $150 in and they’ll have me in a corner. Really disappointed in the quality of this car. My friend with a 2007 Tahoe LTZ says he’s replaced the trim around his windows twice, cheap plastic was his account. Might be just his opinion, but he did work on jet engines for years when he was younger so his opinion counts more than most. I have noticed two pieces of interior trim that seem loose on my car as well. According to my internet research, the lock actuator problems are caused by cheap Chinese motors used in their production. There are plenty of stories of all 4 of them failing on a car in a 1-1/2 year time period. Well short of my expectations and incredibly disappointing in a luxury SUV with a $58K sticker price.
At this point, I am going to repair my car myself. I have no intention of returning to Steve Raymond (or any other GM dealership) unless OEM parts are my only option. Had to unsubscribe for all of the spam encouraging me to shop for a new Chevy as a result of my inquiry. At least I got a laugh.
It could have been worse. I owned a 97 2-door tahoe for a number of years and the injectors on that jalopy blew every 9 months or so, sometimes one at a time, sometimes 3 or 4 together.
How do I email you my VIN? I have these same problems?
I am so tired of having to worry about my 2006 suburban rear doors again. The other locks work just fine but this rear door and rear window will not lock. Is there some kind of recall? There should be, it seems that many of us are having this same issue. I cant keep spending hundreds "just to tell me what it is". How can you help?
Thanks
Scott
Thank you for taking the time to post your frustrations and concerns. Have you spoke with your local GM dealer and/or Service Manager about your concerns? If not, I would definitely recommend doing so. Please feel free to email me with your contact information, VIN, current mileage, and dealer of choice and I am happy to look into this further for you. I hope to hear from you.
Christina
GM Customer Service
SocialMedia@GM.com
I too am having this problem with my 2009 Tahoe, this seems to be an issue, is GM planning to address this issue with a recall? I am now upset about it because my wife is expecting and we need access for obvious reasons such as getting my newborn in and out of the back seat. Overall, I have been pleased with the vehicle (other than the paint peeling from the dash buttons) but these2 issues are causing me to rethink buying another Gm in the near future. Can you assist?
Dennis
Take a look at the Chevy Malibu forums for some real fun threads over there.
I've had 2 of them replaced, they still don't work properly, dealer couldn't reproduce sticking issue this time, NO satisfaction. The damn things were sticking on me again this weekend. Pathetic.
If you're handy and can take the door apart I'd recommend going that route. In fact I'm pretty sure the parts from Dorman carry a lifetime warranty. Only one you cannot do yourself is the rear tailgate actuator, I haven't found one online yet.
One other thing I'd report it on the government website as a safety issue. Like not being able to get your door open with a baby in the backseat isn't a "safety issue". Not in GM's eyes obviously.
We would be happy to look into this further with you. Please send the following information to socialmedia@gm.com and we'll get started: your name and Edmunds username, phone and address, the last 8 of your VIN and current mileage, and the name of your preferred dealership.
Sarah, GM Customer Service
GM is in the vehicle "making & selling" business. They are not the least bit concerned about the consumer or their product after the purchase.
They are well aware of the issues that thousands are experiencing and I've been told that there is no current recall, nor will there be a recall on defective actuators.
I contacted GM, and one of their CSR, "Glen", has been so helpful in trying to assist me in contacting my local GM dealership to make an appointment for a $110.00 diagnostic test and following costly repairs, " ALL AT MY EXPENSE!"
Excuse me, do you really think I need GM's help to do something I am perfectly capable of doing myself? Assuming I have the $700-$800 it's going to cost to repair my rear hatch actuator? Which, incidentally, I don't happen to have.
Thank you, AGAIN, GM for not taking care of your once loyal customers. I will not purchase another GM product.
Sarah, GM Customer Service
We would be happy to look into this further; please send an email to socialmedia@gm.com with the following information: your name and Edmunds username, phone and address, the last 8 digits of your VIN and current mileage, and the name of your involved dealership. My coworker Christina, who responds to incoming emails from Edmunds, will assist you further.
Sarah, GM Customer Service
Thank you for taking the time to post your experience with GM Customer Assistance. If you have any other questions comments or concerns please feel free to contact us! :-)
Christina
GM Customer Service
Thank you for taking the time to post your frustrations and concerns. Can you please email me directly with your VIN, current mileage, and involved dealer? I would like to look into this further for you. I look forward to your email.
Christina
GM Customer Service
Enjoy. GM, shove it!
http://www.gm-trucks.com/forums/index.php?showtopic=146980&hl=
C
I have a 2008 chevy tohoe that has been having the same door lock actuator problem. I've already replaced the two rear doors at my own cost and the passenger door is now broken. I was thinking of replacing it myself, but I don't want to break the door panel.
Can you do anything to help?
VIN: 1GNFK13098R192426
Mileage: 110,200
Thanks,
Kris
Sarah
GM Customer Service
Sarah, GM Customer Service
Thank you for your update. At this time there isn't much that I can do. If you have any other concerns, please feel free to email me directly and I can look into things further at that time. I apologize for your frustrations and inconvenience.
Christina
GM Customer Service
In your post regarding the wiring adaptation for the new actuator, you noted you cut the existing wires and left enough to splice them back together for future needs.
Would it work to strip the insulation off the existing 2 wires for the actuator and then tap into those wires for the new actuator, creating a T?
The last update you sent listed a new link for Ebay to by a 6 pack of actuators. Has anyone used them and do you think they will survive a couple years of use? I'm assuming they are also made in China.
Thanks in advance for your timely reply!
See GM has this lock actuator failure classified under a "NON-safety" safety issue. If my family cannotget out of the vehicle in an emergency it is a "major safety" safety issue.
And as for what the "gmcustsvc" sai, I will let you know what my dealership said "there is no recall, over warranty mileage, no warranty coverage, payment is out of pocket" was over warranty by only 1000 miles when the first actuator failed
All the best,
Sarah
GM Customer Service
I then contacted one of these GM people on this site and the response I received was:
Thank you for your update. I apologize for your frustrations. I have brought your situation to the attention of my superiors. At this time I am unable to overturn the resolution of your District Specialist; however, I have documented your dissatisfaction. I apologize for your frustrations and inconvenience.
Christina
GM Customer Service
I am wondering if anyone was actually helped by these GM Customer Service agents? This is a safety issue. My child began chocking and he was sitting in the back seat on the passenger side. I was standing outside the car and couldn't get to him. I had my keys in my hand but both passenger side locks wouldn't work and there is not key hole to manually open the door. I ended up running to the drivers side of the car and was able to help him but it could have very easily become tragic. I bought this car used a year ago and I wish I had bought a Ford.