Hello all,
I am looking for advice to help resolve a customer service issue I am having with GMC. Specifically I am looking to learn if there is an appeal point of contact that I could speak with over a current issue I am having.

I have a 2013 GMC Yukon Denali Hybrid (less than 3 years old, but currently at 75,000 miles so it is out of the standard warranty).

On one of my many 1,200 mile trips down I-5 from Washington to southern California, as I was passing through Roseburg, OR my factory transmission cooler line failed from a manufacturing defect, and I lost all my transmission fluid. The good news was that I noticed the problem before losing all the fluid (by the smoke in my rear view mirror as the fluid hit the exhaust system) and was able to get to the shoulder and eventually towed to the GMC dealer. The bad news is that I was stranded with the family and dog, and had to make alternate arrangements to continue my trip without my Yukon (which is in Oregon at the dealer waiting for my return).

Apparently this is not covered by the 100,000 mile powertrain warranty, even though you have no powertrain without a working transmission cooler line.

I understand I am out of warranty, but the part failed for reasons other than fair wear and tear. It failed from a defect through no fault of mine.

I talked with the dealer, and I understand their hands are tied, so I called GMC Customer Service and spoke with April. Today she indicated there is no recourse or possibility for any good will consideration since I was out of warranty. Of course this didn't make good business sense to me as a long time loyal GMC customer (this is my 6th new GMC in a row) who spent $65,000 on a car that has parts failing in less than 3 years from manufacturing defects, and GMC doesn't stand behind the vehicle.

I asked April if there was someone else up the chain of command I could discuss this with, and she said she did all she can and there is nothing else that can be done; but I should be pleased to know that the workmanship on my part replacement comes with a 12 month warranty so if it fails again in 12 months I am covered.

I have to say the conversation left me perplexed and without any sense of remaining a loyal GMC customer. I just have to believe this is the dead end I am told it is.

So, any advice from the group and more importantly, is there someone else that can review this decision? I am not looking for recovering my expenses (this was a very expensive failure far beyond the cost to repair the vehicle); I am looking for some relief on the repair costs since this is a manufacturing defect that should not have occurred in less than 3 years. My car is extremely well maintained and looks and drives like new because I take care of my vehicles; I do not abuse them or expose them to conditions that lead to failures.

Thank you.

 

Did you tell April "Of course this didn't make good business sense to me as a long time loyal GMC customer (this is my 6th new GMC in a row) who spent $65,000 on a car that has parts failing in less than 3 years from manufacturing defects, and GMC doesn't stand behind the vehicle."


I would call back and insist on a case and try for a 50/50 cost share on this.

 

Good Luck, I basically had GM customer service tell me F U on several issues that are clearly manufacturing defects(failed folding mirrors, failed power door locks...all 4, cracked dash, etc.). I will say that this was a factor in my just keeping the 2009 rather than buying a newer one(which I had done every 1-2 years for the past 15 years). In the past I probably wouldn't have considered anything other than a GM...in the future I probably will look at other options.

 

It's an expensive vehicle that's why you purchase an extended warranty. Not sure if you have but this the time where it would have paid off having one. Try to negotiate for a 50/50 share and your history. If not then just pay it. My 09 hybrid lasted 195k miles before trading it off.

 

I tried...but got nowhere. I was hoping someone would know who I might appeal to; this makes poor business sense for GMC. For now I paid the bill and am moving on (but won't forget). Next time I'm in the market for a car it will be with an open mind and will consider other manufacturers with a record of standing behind their product.

 

The only time manufacturers stand by their product is if it's under warranty. I find that any caddy dealer does that. The only time I found a distaste in a dealer was when the service tech forgot to remove his pen or screwdriver out of his back pocket and scratched my brand new Lexus IS300. They repaired it but it wasn't the same after that. A new leather seat cover should have been warranted.