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Chevrolet Complaint - Transmission Failure - 2005 Silverado Pickup
2005 Silverado Pickup - Complaint
LAFAYETTE, LOUISIANA -- Tuesday November 11, 2008
Chevrolet
P.O. Box 33170
Detroit, MI 48232-5170
Attention: Customer Service Dept.
RE: Service Request No. xxxxxxxxxxx
2005 Chevrolet Silverado Crew Cab
VIN xxxxxxxxxxxx
Mileage 53,006
Dealer: xxxxxxxxx
Vehicle delivery date 9-7-2005
Service Rep.:
I called GM Customer Service today to report slipping and trouble with my vehicle’s transmission shifting. I had spoken with the service department at my dealer earlier this morning and they gave me little hope, saying that my original 3-year, 36,000 mile warranty had expired. Your customer service representative checked at my request and said that there were no recalls or pending class action suits regarding this issue – there should be. My nephew has this exact vehicle and he had to have his transmission replaced at less than 40,000 miles.
A quick internet search shows that this problem is not uncommon at all. Some have even had the transmission replaced under GM’s “Goodwill Policy”. I was not offered any “goodwill”. In fact, I believe your new 5-year, 100,000 mile warranty on newer vehicles may be an attempt to rid yourselves of the poor reliability image that is building among consumers. It may even work on those who were not deceived by the earlier problems and shorter warranties that were apparently statistically placed just before the expected transmission failures. No reasonable person would say that 50,000 miles is a reasonable time for a transmission to work properly. Your new warranties prove it. The numerous transmission failures on these vehicles represent a defect that should be recalled.
I brought the vehicle in to the dealer and they said they would run a diagnostics check this Friday at the earliest. In the meantime, I will be without a vehicle. Thanks.
I wonder if your statisticians count on the number of people dissuaded from buying your vehicles by customers like me who will go out of their way to protect other innocent buyers from this type of known defect. Or do they just figure that a percentage of lost customers can simply be replaced by fresh dupes and that people like me won’t go through the trouble of convincing others? You may frustrate me, but I will not “give up”.
I will say this, though – I have owned Chevrolet pickup trucks continuously since 1986 and when I am through with this one, it will likely be my last. This is the case in spite of the fact that I have a GM credit card with $1,500 earnings toward purchase of a new GM vehicle (I will get a new credit card with some other rewards program that I can actually use). I grew up hearing from my father that we should “buy American” and thinking that was also good for our country. Now, I believe GM has a corporate view that gives no weight to such loyalty and, therefore deserves no loyalty from its customers. What a shortsighted way for a major corporation to behave. Maybe it is partly the reason for your loss of market share and recent discussions of bankruptcy and government bailouts.
I am not writing this as an angry Chevy customer, but as a sad, longtime, loyal customer of Chevrolet who defended Chevrolet in the hunting camp arguments over Ford/Dodge/Chevy. It seems we should have been discussing Nissan and Toyota instead. Until our own country’s manufacturers can make a transmission that lasts more than forty or fifty thousand miles, they will continue to lose ground against the more reliable Japanese brands.
I know this was long and I did not enjoy writing it any more than you did reading it. I sincerely regret my loss of confidence in your company after a 22-year run with Chevrolet.
Chevrolet
P.O. Box 33170
Detroit, MI 48232-5170
Attention: Customer Service Dept.
RE: Service Request No. xxxxxxxxxxx
2005 Chevrolet Silverado Crew Cab
VIN xxxxxxxxxxxx
Mileage 53,006
Dealer: xxxxxxxxx
Vehicle delivery date 9-7-2005
Service Rep.:
I called GM Customer Service today to report slipping and trouble with my vehicle’s transmission shifting. I had spoken with the service department at my dealer earlier this morning and they gave me little hope, saying that my original 3-year, 36,000 mile warranty had expired. Your customer service representative checked at my request and said that there were no recalls or pending class action suits regarding this issue – there should be. My nephew has this exact vehicle and he had to have his transmission replaced at less than 40,000 miles.
A quick internet search shows that this problem is not uncommon at all. Some have even had the transmission replaced under GM’s “Goodwill Policy”. I was not offered any “goodwill”. In fact, I believe your new 5-year, 100,000 mile warranty on newer vehicles may be an attempt to rid yourselves of the poor reliability image that is building among consumers. It may even work on those who were not deceived by the earlier problems and shorter warranties that were apparently statistically placed just before the expected transmission failures. No reasonable person would say that 50,000 miles is a reasonable time for a transmission to work properly. Your new warranties prove it. The numerous transmission failures on these vehicles represent a defect that should be recalled.
I brought the vehicle in to the dealer and they said they would run a diagnostics check this Friday at the earliest. In the meantime, I will be without a vehicle. Thanks.
I wonder if your statisticians count on the number of people dissuaded from buying your vehicles by customers like me who will go out of their way to protect other innocent buyers from this type of known defect. Or do they just figure that a percentage of lost customers can simply be replaced by fresh dupes and that people like me won’t go through the trouble of convincing others? You may frustrate me, but I will not “give up”.
I will say this, though – I have owned Chevrolet pickup trucks continuously since 1986 and when I am through with this one, it will likely be my last. This is the case in spite of the fact that I have a GM credit card with $1,500 earnings toward purchase of a new GM vehicle (I will get a new credit card with some other rewards program that I can actually use). I grew up hearing from my father that we should “buy American” and thinking that was also good for our country. Now, I believe GM has a corporate view that gives no weight to such loyalty and, therefore deserves no loyalty from its customers. What a shortsighted way for a major corporation to behave. Maybe it is partly the reason for your loss of market share and recent discussions of bankruptcy and government bailouts.
I am not writing this as an angry Chevy customer, but as a sad, longtime, loyal customer of Chevrolet who defended Chevrolet in the hunting camp arguments over Ford/Dodge/Chevy. It seems we should have been discussing Nissan and Toyota instead. Until our own country’s manufacturers can make a transmission that lasts more than forty or fifty thousand miles, they will continue to lose ground against the more reliable Japanese brands.
I know this was long and I did not enjoy writing it any more than you did reading it. I sincerely regret my loss of confidence in your company after a 22-year run with Chevrolet.
Comments:
Posted by Anonymous on 2008-11-12:
Chevy does have a problem with the 4L60E transmission sun gear. The sun gear is made out of aluminum and has been known to break. Not saying that this is what is wrong with your vehicle but it is a possibility. As far as goodwill goes, Chevy won't even discuss it until all the facts are in so alas you will have to wait until the shop can diagnose the problem then proceed from there. I hope you have all your maintenance records handy including one for the transmission service that was to be done at 30K miles before attempting goodwill (HINT, HINT). Good Luck.
Posted by BobJohn on 2008-11-12:
I miss your logic...they know they have a bad transmission so they extended the warranty to 100,000 miles to cover it. Without question, any road vehicle, driven in a reasonable manner, should never have a transmission failure at your mileage (56k). Good luck.
Posted by hubbard53 on 2008-11-12:
this is wh ythe yneed to let the big 3 fail (no bailout!) they make subpar products... the auto workers will get jobs when other car companies open factories to meet demand now that the big 3 arent selling their junk
Posted by Anonymous on 2008-11-12:
Yeah, let the big 3 fail. I'd like to see $50k bottom line Kia's. lol!
Posted by baldaeous on 2008-11-12:
BobJohn:
My logic is that they want people to "believe" they have as good a product as others who provide longer warranties based on the fact that they (others) have confidence in their products, so they upped the warranty. They (GM)know the cost of this, but the cost of losing customers probably is starting to outweigh it. Why not just improve the product and reimburse those you screwed? By the way, they do know that they have a bad product as transmissions go. They are trying to avoid a costly recall. The number of people with early transmission problems on Chevy light trucks, especially 4x4 vehicles is significant (just based on people I know personally).
My logic is that they want people to "believe" they have as good a product as others who provide longer warranties based on the fact that they (others) have confidence in their products, so they upped the warranty. They (GM)know the cost of this, but the cost of losing customers probably is starting to outweigh it. Why not just improve the product and reimburse those you screwed? By the way, they do know that they have a bad product as transmissions go. They are trying to avoid a costly recall. The number of people with early transmission problems on Chevy light trucks, especially 4x4 vehicles is significant (just based on people I know personally).
Posted by Principissa on 2008-11-12:
Yes, let the big 3 fail, and then we will have complaints about a tax increase for welfare, food stamps, section 8, medicaid. Because all of the people who are now out of work because of this failure will now be living off of the system to survive. More foreclosed homes, higher taxes, but let's teach these jerks a lesson and let their companies fail! Right on!
Posted by hubbard53 on 2008-11-12:
um, its simple 'survival of the fittest' / competition. Actually, one could fail the other two would have to bolster production / staff to meet the new demand. How many car companies have come and gone of the last 10 decades? What if each one was 'bailed out' then they failed? Why do the 'big 3' get special treatment?
Posted by Principissa on 2008-11-12:
It's not about the companies. It's about the little peons that obviously nobody gives a crap about. Why do these people deserve to be out of work? What did they do to deserve that? Do you want to foot the bill for all the people collecting unemployment, welfare, medicaid, and food stamps? What about all the other companies that supply these companies with parts/seatbelts/tires/paint? Do all those people deserve to be jobless?
Posted by hubbard53 on 2008-11-12:
those people will eventualyl find jobs...more than likely their plant will be purchased by another company that will retoll it for another brands. Demand isnt down for cars - they aren't buying the big 3's cars. But again, any company that fails will leave people out of work. Its been that way since commerce began thousands of years ago. What makes big 3 workers deserve more than the layed off restaurant workers, construction workers, etc.?
Posted by Principissa on 2008-11-12:
Really? Will they? Because when last I looked jobs are few and far between unless you have a career that is in high demand. I highly doubt auto manufacturing is a highly demanding job. Nobody deserves to lose their job. Period. End of story. It's really sad how people today want to save the planet more than they want to help another human being. Disgusting. If my husband were to lose his job we'd be devastated. Sure I can find work with my degree, but what about those folks who aren't as fortunate as me. Blue collar folks who only know how to work for a living. What a sad world we live in today. Depressing.
Posted by hubbard53 on 2008-11-12:
No one deserves to lose their job...wait, i take thay back... people who do not plan for their future and keep current with skills will be left behind. In the 'idealistic' country everyone would be gainfully employed in careers they're well compensated for and actually ENJOY. That's not the case; and it never will be. The world is rough and survival of the fittest applies as well. I went into debt by investing lots of TIME and MONEY into my degree, I invest LOTS of time into my career in order to get what I want. . . i would be considered more 'fit' than they guy who may or may not have graduated college and puts in his 8 hours in a non skill-driven job. Sorry, but thats the way it is and no CHANGE or HOPE is going to change that.
Posted by hubbard53 on 2008-11-12:
.. so let the big 3 fail to open up a space in the market for a struggling new comer that may have better ideas, designs, engineering. If no space is ever cleared, we'll be stuck with junk no one wants sold by government subsidized companies
Posted by Principissa on 2008-11-12:
Well aren't you a barrel full of joy. College is expensive, I've been taking classes at my local community college and for one 3 credit class my tuition was 286.49. For one class. I need 20 credits. That's close to 6 grand. How many people do you know of that have 6 grand to further their education? I don't know of many. How about some of these older folks who are a few years away from retirement? How many companies do you know of that hire people like that?
Spoiled people like you are the reason why the world is the way it is. Full of stuck up arrogant morons who think that everyone should be just like you. Newsflash, not everyone is as fortunate as me and you. Not everyone can take the time off work to further their education. Why? Because these people have families to provide for and bills to pay. Is it their fault they need to work for a living?
By the way, my husband has no college degree, he is a veteran, and he works in a coal mine, and believe me when I say this, they'd take him over a stuffed shirt with a college degree any day. So one does not necessarily need a college degree to be considered "fit" for any job with any company.
Spoiled people like you are the reason why the world is the way it is. Full of stuck up arrogant morons who think that everyone should be just like you. Newsflash, not everyone is as fortunate as me and you. Not everyone can take the time off work to further their education. Why? Because these people have families to provide for and bills to pay. Is it their fault they need to work for a living?
By the way, my husband has no college degree, he is a veteran, and he works in a coal mine, and believe me when I say this, they'd take him over a stuffed shirt with a college degree any day. So one does not necessarily need a college degree to be considered "fit" for any job with any company.
Posted by hubbard53 on 2008-11-12:
you're exactly right. I am not 'fit' to work in a coal mine. I actually have some insight into that. My father, grandfather, and great grandfather worked in coal mines. I am spoiled; I admit it but I spoiled myself with my own 'brains', personality, and ambition. If tomorrow I lose my job, I will do what needs to be done to get another job, even if it was in a coal mine. I would NEVER expect the government to bail me out.
Posted by baldaeous on 2008-11-12:
dealerdirect:
My owner's manual says "Except Allison Transmission®: Change automatic transmission fluid and filter
(normal service)at 100,000." In any event, I have it serviced at Masterlube and they keep the records (they don't miss a chance to remind me when some maintenance is due). Thanks for the advice.
My owner's manual says "Except Allison Transmission®: Change automatic transmission fluid and filter
(normal service)at 100,000." In any event, I have it serviced at Masterlube and they keep the records (they don't miss a chance to remind me when some maintenance is due). Thanks for the advice.
Posted by Anonymous on 2008-11-12:
"Those people will eventually find jobs", yup all 4 million of them, "plant will be purchased by another company" for what? and the ultimate remark "demand isn't down for cars" that's why all manufacturers are cutting production including Toyota. Hubbard53, I would think that someone of your "college education" would be able to see the forest and not just the trees. Let's talk about the 163 Billion dollars that it would cost the government in social benefits alone if these workers became unemployed.
Posted by hubbard53 on 2008-11-12:
the big 3 automakers simple are not relavent anymore. If they cannot make a vehicle people want, why should they be in business? The wagon wheel industry went away as did the steam engine industry. Those that fail to keep up would and should fall behind
Posted by Anonymous on 2008-11-12:
Baldaeous: What until the diagnosis is in first, then ask the dealership service manager to contact the Chevy district service manager for assistance. They are the actual people that can help, customer assistance really is just a b1tch center with little authority to goodwill anything
Posted by DebtorBasher on 2008-11-12:
Hubbard...I don't know about your so called 'brains' and 'ambition'...but it's a good thing if you do have them because if this is an example of your personality it isn't going to get you very far in life.
Posted by hubbard53 on 2008-11-12:
haha, DB. fortunately for me, I've already gotten 'far' - at least by some standards. I still have a way to go to meet my own definition of 'far'.
I know my views of personal accountability only seem to jive with 50% of the country and only about 15% of the 'blogger-type' community but I'll stick with 'em.
I know my views of personal accountability only seem to jive with 50% of the country and only about 15% of the 'blogger-type' community but I'll stick with 'em.
Posted by Anonymous on 2008-11-12:
Princi--Just a side note. When I went to our community college yearly scholarship orientation, I learned that there are many, many scholarships not given away because not enough people apply for them. They said their goal was to give everyone that applied for one assistance of some kind. My daughter applied and received one for $1,500. We never thought we would qualify because we were under the impression that you had to be financially needy. Not so. She received a merit scholarship. So, find out when the meeting is and attend. For some reason, they are usually not publicized and are held in the late winter/early spring in our area. You may be surprised at what you will qualify for. The money is donated for different purposes. After she finished up at the community college, she went on to UW and we saved a bundle on her 4-year degree, as she only had to attend for 1 1/2 years. Something everyone should check into when trying to further their education for as little as possible.
Posted by DebtorBasher on 2008-11-12:
Ok Hubbard...Whatever floats your boat...but I put my money on Princi!
Posted by hubbard53 on 2008-11-12:
dianec1 is correct, nearly anyone can qualify for some assistance based on either financial need or proven aptitude.
Posted by cherpep on 2008-11-12:
"Our industry represents 4% of our nation's GDP, and so our economy depends on a viable automotive industry." -- Chrysler Chairman and CEO Bob Nardelli.
hubbard53, you are obviously very naive. Everything you spout here just proves how blind, innocent, and frankly - ignorant - you are on this subject. First of all, many highly educated, intelligent, and responsible people will lose their jobs if the big 3 fail. They'll saturate the marketplace, and what will happen to new college grads looking for jobs? Also, it's not just the automotive industry, but you can expect just about every other industry to be affected. You just keep living in your spoiled, perfect world - your innocence will be crushed one day and your cocky attitude and lack of empathy are gonna come back to haunt you.
hubbard53, you are obviously very naive. Everything you spout here just proves how blind, innocent, and frankly - ignorant - you are on this subject. First of all, many highly educated, intelligent, and responsible people will lose their jobs if the big 3 fail. They'll saturate the marketplace, and what will happen to new college grads looking for jobs? Also, it's not just the automotive industry, but you can expect just about every other industry to be affected. You just keep living in your spoiled, perfect world - your innocence will be crushed one day and your cocky attitude and lack of empathy are gonna come back to haunt you.
Posted by Anonymous on 2008-11-12:
hubbard53 makes some good points. Nobody has a right to a job. In fact it's precisely that line of thinking that debases labor in general. One's value in the job market should *ALWAYS* derive from one's ability to produce and the monetary value of that production. Of course that doesn't apply to those who work for the government where there's no such thing as produced value or common sense or performance based rewarding. In fact government work is precisely what happens when one has a right to a job.
Posted by hubbard53 on 2008-11-12:
cherpep, I am far from naive. I understand the principles of capitalism and free trade. The CEO was correct, it does depend on a viable auto industry. Its up to those companies to make it viable by consolidation, downsizing, etc. Not expect the government to subsidize their bad business practices and subpar products. What will force them to become more efficient and more innovative if they don't have to worry about remaining competitive? You people can call me ignorant all you want but 'ignorance' is subjective and could call all of you naive and ignorant as well for believing the government can deliver on your dreams. Its been tried by other governments thoughtout history and history shows that socialism / communism DO NOT WORK
Posted by Anonymous on 2008-11-12:
hubbard -- Actually what's happening today is more akin to Mussolini's fascism (corporatism) than Marx's communism (socialism). Perhaps a journey into a history book might do you some good.
Posted by Principissa on 2008-11-12:
diane I was shocked myself. Sadly I didn't qualify for anything, even with me staying at home. How craptabulous is that? My husband made 200.00 too much for me to qualify. I'm looking online, the woman at the financial aid office told me that there are other scholarships and grants out there that I may qualify for. So I've been looking at those all day.
cherp, I agree with you 100%. It doesn't take a rocket scientist to figure out what is going to happen if this failure occurs. As a matter of fact hubby and I were discussing this last week when we found out. His words "hold onto your hat, it's going to be a bumpy ride down to rock bottom."
It's not the jobs, but the economy itself that is going to suffer. More and more people out of work, and that includes those with fancy college degrees mean more taxes to the state aid agencies because more people will need them. More taxes means less money that those fortunate to be employed take home, that means less spending. Less spending means that retailers will be forced to cut jobs and other manufacturers will have to either raise prices or cut jobs to make up for lost profits due to less spending. Higher prices means that more folks will do without rather then spend unless it's a necessity. And it just keeps going downhill from there.
cherp, I agree with you 100%. It doesn't take a rocket scientist to figure out what is going to happen if this failure occurs. As a matter of fact hubby and I were discussing this last week when we found out. His words "hold onto your hat, it's going to be a bumpy ride down to rock bottom."
It's not the jobs, but the economy itself that is going to suffer. More and more people out of work, and that includes those with fancy college degrees mean more taxes to the state aid agencies because more people will need them. More taxes means less money that those fortunate to be employed take home, that means less spending. Less spending means that retailers will be forced to cut jobs and other manufacturers will have to either raise prices or cut jobs to make up for lost profits due to less spending. Higher prices means that more folks will do without rather then spend unless it's a necessity. And it just keeps going downhill from there.
Posted by hubbard53 on 2008-11-12:
crabby, i think that is debateable. There are aspects from both that could apply. Socially, in terms of govt entitlement programs, its more like socialism. Most of the responses in this thread have been more about the social aspect than the corporate aspect.
Posted by Anonymous on 2008-11-12:
hubbard -- I don't believe it's debatable unless you hold on to the right wing Milton Friedman lollipop definition of socialism which most do then heck we might as well argue the existence of gravity. If you really want to educate yourself on the subject might I suggest reading some John Kenneth Galbraith -- The guy was spot on.
Posted by baldaeous on 2008-11-12:
My dealer's service dept. guy just called to say he got to open up my transmission earlier than he thought. Inside is full of shredded metal. He said he didn't realize that it was 4x4 so his earlier estimate of $2500 is revised up to well over $3000. I told him I would talk to customer service at GM then ask him to contact the District Service Manager. I told him I personally know of numerous other similar Chevy transmission early failures. He said, "I know, I have another in my shop right now." I asked that he relay that to Customer Service when they call him.
We'll see. I am not optimistic.
We'll see. I am not optimistic.
Posted by Anonymous on 2008-11-12:
***Fingers crossed**
Posted by Principissa on 2008-11-12:
You never know, hope for the best expect the worst. I'll have my fingers crossed for you though. :)
Posted by Anonymous on 2008-11-12:
Princi--Your school sounds like it does things a bit differently than ours. All you had to do here was to fill out an application (long) and submit it. Then they matched you with with one of their many benefactor's scholarships. Many of them didn't have anything to do with income. (That surprised me a lot.) Keep looking--something will turn up. I know you won't give up!
Posted by Aerocave on 2008-11-12:
hubbard: The quality of domestic automobiles was at one time subpar. The Big 3 is guilty of past mistakes. They will admit that. But stop talking about the past. Lets look at the present, especially since you claim to be so knowledgeable on everything.
1) 1 in 10 jobs in the US is automotive related
2) Cherp is right: 4% of our nation's GDP is automotive related.
3) People think the economy is bad now? Just imagine if more plants, both automobile--and parts suppliers close up...it would be a chain reaction. Yes, eventually things would turn around--but we are talking years and years.
4) The products these factories are producing now are world class. And I know, I'm crazy, biased...whatever you want to say. But at our dealership our warranty work on GM products is HALF of what it was 5 years ago. Our Honda warranty work? It has almost doubled. To me, thats hard evidence. You are always going to have customers with problems--no matter what vehicle they buy. And I agree, for the amount of money you spend, it shouldn't happen. But it does. Its a machine.
Stop with your unpatriotic "I'm better than you" attitude and your annoying arrogance. Right now our economy is in crisis. We all need to hold ourselves accountable...I'd be the first to admit that we benefitted as a car dealer by loose lending standards. But that's the past--the successful survival of the Domestic 3 is the future.
1) 1 in 10 jobs in the US is automotive related
2) Cherp is right: 4% of our nation's GDP is automotive related.
3) People think the economy is bad now? Just imagine if more plants, both automobile--and parts suppliers close up...it would be a chain reaction. Yes, eventually things would turn around--but we are talking years and years.
4) The products these factories are producing now are world class. And I know, I'm crazy, biased...whatever you want to say. But at our dealership our warranty work on GM products is HALF of what it was 5 years ago. Our Honda warranty work? It has almost doubled. To me, thats hard evidence. You are always going to have customers with problems--no matter what vehicle they buy. And I agree, for the amount of money you spend, it shouldn't happen. But it does. Its a machine.
Stop with your unpatriotic "I'm better than you" attitude and your annoying arrogance. Right now our economy is in crisis. We all need to hold ourselves accountable...I'd be the first to admit that we benefitted as a car dealer by loose lending standards. But that's the past--the successful survival of the Domestic 3 is the future.
Posted by baldaeous on 2008-11-17:
I sent the following letter after several discussions with customer service (they offered 50% assistance):
Friday November 14, 2008
Chevrolet
P.O. Box 33170
Detroit, MI 48232-5170
Attention: Customer Service Dept.
RE: Service Request No. xxxxxxx
2005 Chevrolet Silverado Crew Cab
VIN xxxxxxx
Mileage 53,006
Dealer: xxxxxx
Vehicle delivery date 9-7-2005
Service Rep.:
xxxxx, thanks for talking with me on 11-13-08. As a result of our conversation, I am currently waiting on a return call scheduled for Monday, 11-17-08, between noon and 2:00 p.m.
I would like to summarize some of my concerns in writing for your consideration.
1. When I purchased my GM vehicle, I paid for the “goodwill adjustment policy” or whatever GM calls it. This is based on a Michigan State Supreme Court Opinion titled GM vs. Michigan Dept. of Treasury, Revenue Div., filed June 4, 2002 as case No. 116984. The case was regarding whether Michigan could charge a use tax on parts furnished under the “goodwill adjustment policy”. I have attached a copy of that opinion for your reference. Hereafter I will refer to it as [GM vs. Mich.]. I am not trying to be a lawyer - the case I reference is just part of the information I found when researching this matter online and I thought that a court case (especially a Supreme Court Case) would at least be reliable.
2. GM provides dealers with a recommended set of guidelines for “goodwill policy adjustments”. [GM vs. Mich., p. 3]
3. “Indeed, GM suggests its dealers negotiate (emphasis mine) with customers for copayment on adjustments case by case.” [GM vs. Mich., p. 8] GM Service Bulletin No. 57-05-01, April 1995 is referenced as the source. Yesterday you indicated that GM does not have to negotiate. Has the policy to negotiate been canceled by a subsequent bulletin?
4. The stated goal of GM is to resolve the complaint to the customer’s satisfaction. [GM vs. Mich., p. 9]
5. The Michigan Supreme Court said that it is not discretionary regarding GM’s obligation to act reasonably and in good faith in response to a customer complaint. [GM vs. Mich., pp. 10, 11]
6. A customer dissatisfied with the outcome of the procedure may elect arbitration. [GM vs. Mich., p. 3 & Owner’s Manual, p. 7-3, (STEP 3), BBB Auto Line Program]
7. Since you, as my Customer Service Rep. confirmed (as I did online) that GM makes 100% goodwill adjustments in some cases, I asked why not in my case – in other words, what criteria did I fail to meet for 100% assistance? You (xxxxxx) seemed to indicate that there were no written guidelines, but the Michigan Supreme Court Case implies otherwise. [GM vs. Mich., p. 3] I would like to know if GM offering me only 50% assistance is based on sound, fair reasoning or if it is an arbitrary decision simply designed to cut their costs at my expense. If it is arbitrary, that certainly does not seem to meet their obligation to “act reasonably and in good faith.” [GM vs. Mich., p. 10]
8. Note that I was not questioned regarding abuse, mistreatment or severe service of the truck. On the contrary, you (xxxxx) indicated the dealer said the truck appeared to be reasonably cared for, based on your conversation with the dealer. I have reviewed the criteria in my Owner’s Manual and I believe my use would be classified as “normal service”. I would like this application of “goodwill assistance” to be consistently applied. I would also like an explanation as to what constitutes a condition wherein I would deserve the 100% assistance others have received.
9. Note that GM Service Bulletin No. 57-05-01, April 1995 gives all dealers authorization to carry out “goodwill” repairs for any problem free of charge with no mileage limitations or deductible up to two years beyond the vehicle’s bumper-to-bumper base warranty. So it seems that if the dealer is agreeable, I might qualify for 100% assistance.
xxxxxx, you have been quite helpful thus far. I know that you realize that I am without a vehicle to go back and forth to work each day and that the delay in resolving this matter is a financial burden to me. I would appreciate your following up on the requests I have made in this letter as expeditiously as possible. Please call me to discuss this letter after you have had a chance to review it.
Friday November 14, 2008
Chevrolet
P.O. Box 33170
Detroit, MI 48232-5170
Attention: Customer Service Dept.
RE: Service Request No. xxxxxxx
2005 Chevrolet Silverado Crew Cab
VIN xxxxxxx
Mileage 53,006
Dealer: xxxxxx
Vehicle delivery date 9-7-2005
Service Rep.:
xxxxx, thanks for talking with me on 11-13-08. As a result of our conversation, I am currently waiting on a return call scheduled for Monday, 11-17-08, between noon and 2:00 p.m.
I would like to summarize some of my concerns in writing for your consideration.
1. When I purchased my GM vehicle, I paid for the “goodwill adjustment policy” or whatever GM calls it. This is based on a Michigan State Supreme Court Opinion titled GM vs. Michigan Dept. of Treasury, Revenue Div., filed June 4, 2002 as case No. 116984. The case was regarding whether Michigan could charge a use tax on parts furnished under the “goodwill adjustment policy”. I have attached a copy of that opinion for your reference. Hereafter I will refer to it as [GM vs. Mich.]. I am not trying to be a lawyer - the case I reference is just part of the information I found when researching this matter online and I thought that a court case (especially a Supreme Court Case) would at least be reliable.
2. GM provides dealers with a recommended set of guidelines for “goodwill policy adjustments”. [GM vs. Mich., p. 3]
3. “Indeed, GM suggests its dealers negotiate (emphasis mine) with customers for copayment on adjustments case by case.” [GM vs. Mich., p. 8] GM Service Bulletin No. 57-05-01, April 1995 is referenced as the source. Yesterday you indicated that GM does not have to negotiate. Has the policy to negotiate been canceled by a subsequent bulletin?
4. The stated goal of GM is to resolve the complaint to the customer’s satisfaction. [GM vs. Mich., p. 9]
5. The Michigan Supreme Court said that it is not discretionary regarding GM’s obligation to act reasonably and in good faith in response to a customer complaint. [GM vs. Mich., pp. 10, 11]
6. A customer dissatisfied with the outcome of the procedure may elect arbitration. [GM vs. Mich., p. 3 & Owner’s Manual, p. 7-3, (STEP 3), BBB Auto Line Program]
7. Since you, as my Customer Service Rep. confirmed (as I did online) that GM makes 100% goodwill adjustments in some cases, I asked why not in my case – in other words, what criteria did I fail to meet for 100% assistance? You (xxxxxx) seemed to indicate that there were no written guidelines, but the Michigan Supreme Court Case implies otherwise. [GM vs. Mich., p. 3] I would like to know if GM offering me only 50% assistance is based on sound, fair reasoning or if it is an arbitrary decision simply designed to cut their costs at my expense. If it is arbitrary, that certainly does not seem to meet their obligation to “act reasonably and in good faith.” [GM vs. Mich., p. 10]
8. Note that I was not questioned regarding abuse, mistreatment or severe service of the truck. On the contrary, you (xxxxx) indicated the dealer said the truck appeared to be reasonably cared for, based on your conversation with the dealer. I have reviewed the criteria in my Owner’s Manual and I believe my use would be classified as “normal service”. I would like this application of “goodwill assistance” to be consistently applied. I would also like an explanation as to what constitutes a condition wherein I would deserve the 100% assistance others have received.
9. Note that GM Service Bulletin No. 57-05-01, April 1995 gives all dealers authorization to carry out “goodwill” repairs for any problem free of charge with no mileage limitations or deductible up to two years beyond the vehicle’s bumper-to-bumper base warranty. So it seems that if the dealer is agreeable, I might qualify for 100% assistance.
xxxxxx, you have been quite helpful thus far. I know that you realize that I am without a vehicle to go back and forth to work each day and that the delay in resolving this matter is a financial burden to me. I would appreciate your following up on the requests I have made in this letter as expeditiously as possible. Please call me to discuss this letter after you have had a chance to review it.
Posted by baldaeous on 2008-11-17:
The customer service rep. called back today and said I could accept the 50% offer or go to arbitration or file suit.
I accepted the offer because I don't have the time or money to rent a vehicle and pursue the matter further at this time. I told the rep. I would file complaints with the State Attorney General's office of consumer complaints, the BBB, and the NHTSA in hopes of getting it to the Office of Defects Investigation and a possible recall. The rep. and the dealer said a recall is very unlikely. I now know of six local cases of these transmissions failing at around 50,000 mi. I may even consider contacting my Senators and Congressmen to let them know what I think of a bailout plan for a company that may very well not deserve any bailout. At the very least the government should demand some accountability for the taxpayers' money if they help GM.
I accepted the offer because I don't have the time or money to rent a vehicle and pursue the matter further at this time. I told the rep. I would file complaints with the State Attorney General's office of consumer complaints, the BBB, and the NHTSA in hopes of getting it to the Office of Defects Investigation and a possible recall. The rep. and the dealer said a recall is very unlikely. I now know of six local cases of these transmissions failing at around 50,000 mi. I may even consider contacting my Senators and Congressmen to let them know what I think of a bailout plan for a company that may very well not deserve any bailout. At the very least the government should demand some accountability for the taxpayers' money if they help GM.
Posted by Sunchaser1469 on 2008-12-02:
The GM dealer can "goodwill" the repair. Ask to speak to the dealerships field representative for that region. They all have one. Keep pressing. If Customer service is offering to pay 50%, maybe you can get the dealer to cough up some monies if you have been loyal to them. This is to promote what we call in the business "Customer satisfaction service". Good luck. Dont sell for nothing less than 100% coverage.
Posted by ShelleyBeans on 2008-12-09:
I used to work for GM Customer Assistance (which, by the way, is neither owned or operated by GM, nor are its representatives employees of GM.) This is done for legal reasons, if the call center screws you over, GM can't be held responsible.
Getting goodwill after 10 years or 100,000 miles, is next to impossible. Getting goodwill on a 2005 vehicle with less than 60,000 miles is a walk in the park, given the issue is not customer caused. If you weren't assisted, you should have been. There is no difference between the transmission in you 2005 than the transmission in a 2007, and a 2007 transmission has a 5yr / 100,000 mile warranty.
Since GM is in the toilet, the pressure is on to give more assistance in an attempt to make GM look like it cares about their customers. Call the center again and insist your case is escalated to a District Specialist.
Getting goodwill after 10 years or 100,000 miles, is next to impossible. Getting goodwill on a 2005 vehicle with less than 60,000 miles is a walk in the park, given the issue is not customer caused. If you weren't assisted, you should have been. There is no difference between the transmission in you 2005 than the transmission in a 2007, and a 2007 transmission has a 5yr / 100,000 mile warranty.
Since GM is in the toilet, the pressure is on to give more assistance in an attempt to make GM look like it cares about their customers. Call the center again and insist your case is escalated to a District Specialist.
Posted by ShelleyBeans on 2008-12-09:
Posted by Slasks on 2008-12-16:
What will happen after we bail out the Big 3? They will spend what we give them in 4 or 5 months and then will be back for more money they don't deserve. The basic reasons they are broke aren't going to change just because we throw money at them. The golden parachutes for the CEO's, the giant welfare state of the UAW (yes, some of their workers have been retired for longer than they ever worked for the company), all of the clunkers sitting around in dealer's lots which can't be sold because everyone knows the wheels fall off of them right after the warranty expires. One thing I don't hear anyone mention- If one of the Big 3 go under, say GM, whatever car sales would have gone to them will go to one of the other companies in the marketplace. Even if Honda or Toyota gets that business, their parts are mostly American made, and they are made in the USA. That business will still benefit us, although the profits will unfortunately go to Japan. During the 40's, 50's and 60's a number of US car companies went under, or were absorbed by larger companies-Packard, Studebaker, Hudson, American Motors-It's survival of the fittest.What I believe eventually happened with the Big 3 is that because such a large portion of the price of the car had to go to inflated union wages and benefits, the companies could not invest in new technology or quality parts like the Japanese did. That is why the cars fail at such a high rate. It's not the assembly that is the problem, but the quality of the individual components which has been cheapened over the years. The cars have been dumbed down in quality to meet a price point. Maybe someone who works or formerly worked for the Big 3 can shed some light on this if they think my opinion doesn't hold water. I would be interested to know.
Posted by AmericanTRUE on 2009-01-02:
Bail out money for Executives or Employees or Company is UNAMERICAN...Make a bed Ly in IT...
I own a Chevy Silverado 2005 Crew 4x4. Lightly driven and the Trans. went out at 69,000
speedometer went out at 60,000 miles both have 10,000 complaints on and Chevy or GM are fighting the Recalls even though the part makers have given them 6 million dollars for the problem and promised that they would fix all faulty parts until 2010. So My concern her is the real PEONS like me who take pride in there work and Buy one of these POS trucks and no one at Cherolet seems to give a #@$ WHY should I care about there worries.
I own a Chevy Silverado 2005 Crew 4x4. Lightly driven and the Trans. went out at 69,000
speedometer went out at 60,000 miles both have 10,000 complaints on and Chevy or GM are fighting the Recalls even though the part makers have given them 6 million dollars for the problem and promised that they would fix all faulty parts until 2010. So My concern her is the real PEONS like me who take pride in there work and Buy one of these POS trucks and no one at Cherolet seems to give a #@$ WHY should I care about there worries.
Posted by AmericanTRUE on 2009-01-02:
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