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.
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.
