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Old 10-26-2009, 04:30 PM   #1
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Warranty Work Denied... again.

To recap:
Left Rear Quarter Panel on my 2SS is flaking paint pretty badly in the seams. Contacted my local dealership and was told to visit the Collision Center for repair. Regional GM Rep was contacted, and the only authorized work was a "touch up". It came out poorly. It's been 6+ weeks now, and the Regional Rep has all but refused to see my car in person.
Please reference thread http://www.camaro5.com/forums/showthread.php?t=42960

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I contacted GM Customer Service about this issue, and was assigned a "District Specialist". I spoke with the District Specialist this evening and was told this paint issue will NOT be covered under Warranty. Furthermore, if I do want to address this issue, I must go back to my original dealership and work it out with them. To GM, this was obviously a defect upon delivery, and I should not have accepted the vehicle.

First off, the vehicle was delivered perfectly. I inspected it VERY thoroughly, after all of the posts on here. Secondly, if it's not a Warranty issue, why was it repaired under warranty originally??!?!?!

Thirdly, and my BIGGEST gripe of all -
Why in the hell must I drive 1+ hours to have my car repaired, when my local dealership is 10 mins max away from me? What if I moved cross country? I would have to ship my car back?? I asked the rep that, and she stated "Mr. Kirk, do you plan on moving that far away in the near future? If not, you need to visit your original dealership." She couldn't tell me what the threshold was, 500 miles? 1000 miles? At what point is "far enough" away to get it covered at another dealership.

I've frankly had it. The Regional Rep refuses to look at the vehicle, and some person who's never even looked at my vehicle is deciding warranty decisions on it, without even speaking to the Collision Center Manager in the first place. She called the "Service Manager" who had no clue about my car, but said "If paints flaking, it's definitely a manufacturer's defect and should have been caught at PDI."

Seriously, when can I get a simple paint issue fixed, without jumping through 5 hoops and balancing on one foot? I've defended GM at every turn, but this Customer Service has GOT TO GO.
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Old 10-26-2009, 04:51 PM   #2
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That sucks!!! they (GM) just can't seem to figure it out, can they.
One of the guys I work with just got his complete frame replaced on his almost 9 yr old Toyota, along with brake lines and other misc. items involved with swapping the frame, all under warranty .....to top it off they also gave him a full size brand new pickup to use for the few weeks he didn't have his truck.
HEAR THAT GM
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Old 10-26-2009, 04:57 PM   #3
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So they touched it up? What are you requesting that they do, re-spray the entire car?
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Old 10-26-2009, 05:00 PM   #4
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So they touched it up? What are you requesting that they do, re-spray the entire car?
Have you ever seen a touch up paint repair job
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Old 10-26-2009, 05:00 PM   #5
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So they touched it up? What are you requesting that they do, re-spray the entire car?
How about fix it so it look's like it's new. After all he did buy it new.
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Old 10-26-2009, 05:03 PM   #6
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How about fix it so it look's like it's new. After all he did buy it new.
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Old 10-26-2009, 05:08 PM   #7
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Very discouraging, for the most part they assembled a fabulous car but if they won't stand behind their product makes you wonder how long it will take to catch up with them?
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Old 10-26-2009, 05:33 PM   #8
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Very discouraging, for the most part they assembled a fabulous car but if they won't stand behind their product makes you wonder how long it will take to catch up with them?
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Old 10-26-2009, 05:51 PM   #9
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Quote:
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So they touched it up? What are you requesting that they do, re-spray the entire car?
I'll break out the Camera and take a picture for you tomorrow. The paint was shredded due to the rubbing between panels. They took a small brush and threw touch up paint in between the creases and tried to paint over the shredded paint. Now, it looks like shredded paint that's been painted over with (if that makes any sense?).

I'm requesting they do what most other dealers have been authorized to do, and that is remove the panel, sand the area, and repaint. Additionally, adjust the tightness the panel is clipped on, so that it doesn't happen again.

I don't think that's too much to ask, considering it was perfect when delivered.
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Old 10-26-2009, 05:54 PM   #10
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Ah ok. I didn't know they used a brush to touch it up. That's horrible. I thought they at least sanded it down and tried to blend it in.

Yeah I'd crucify them!!
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Old 10-26-2009, 06:00 PM   #11
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Mine is chipping in the same place. I called the dealership, I just have not taken to them yet.
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Old 10-26-2009, 06:07 PM   #12
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Mine is chipping in the same place. I called the dealership, I just have not taken to them yet.
What did the dealer say?
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Old 10-26-2009, 06:09 PM   #13
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He said to bring it by, let him look at the car, and we would decide what needed to be done. It is doing it on both sides of the cars.
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Old 10-26-2009, 06:16 PM   #14
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I wonder why "Yellow" seems to be the problem? Did they lay the paint too thick or did the panels get put together too tight? Weird.
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Old 10-26-2009, 09:08 PM   #15
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After reading 3 threads about this issue I took mine in today for the same problem. I just noticed the peeling sometime last week and it was getting worse. Midway Chevrolet Phoenix, AZ, took the car into their bodyshop no problems at all. They gave me a rental (G6) no charge and said it should be ready in 3-4 days. I just hope the color match is good (CGM). Sorry you're having such a hard time getting what you deserve.
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Old 10-26-2009, 09:15 PM   #16
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I wonder if the dealers are just fixing them without gm, just to keep the customer happy.
Mine fixed it with no problem, but I've been buying cars from him for 20 years.
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Old 10-26-2009, 09:25 PM   #17
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ok peeps.. where is this happening at.. location wise... so i can double check mine.
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Old 10-26-2009, 09:28 PM   #18
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ok peeps.. where is this happening at.. location wise... so i can double check mine.
Right where rear bumper cover meets the back quarter.
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Old 10-26-2009, 09:45 PM   #19
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some things never change at gm
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Old 10-26-2009, 10:06 PM   #20
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some things never change at gm
That's a little unfair. This sounds like an issue with a particular district/regional manager, not the entire GM organization. Did you see the two or three posts from Number 3 offering to help escalate this internally? There are people in GM who DO CARE. Verio, I hope this gets sorted out for you quickly now that you'll have some help on the inside
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Old 10-27-2009, 05:20 AM   #21
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I would PM Fbodfather about this. And if you need to here is an idea of GM e-mail system.

So I am Scott Sherman, so my e-mail probably would be Scott.Sherman@GM.com. I think you should be able to find someone to help you out. Fritz said customer is #1 and if we do not take care of them we will be out of business.
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Old 10-27-2009, 06:50 AM   #22
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Quote:
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I would PM Fbodfather about this. And if you need to here is an idea of GM e-mail system.

So I am Scott Sherman, so my e-mail probably would be Scott.Sherman@GM.com. I think you should be able to find someone to help you out. Fritz said customer is #1 and if we do not take care of them we will be out of business.
I got a hold of Fbod, and this issue should be resolved quickly. He asked for all of my details, so we'll go from there.

Like I've said from the beginning, I believe it's just a disconnect from the information in different regions. I don't hold anything against GM as a whole, as I know first-hand what it's like working for a business as large as GM (the company I work for has 75k employee's worldwide).

Just need to get the right information filtered to the right personnel.

Thanks everyone for helping me escalate the issue.
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Old 10-27-2009, 07:39 AM   #23
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How about fix it so it look's like it's new. After all he did buy it new.
Sorry Mike, did you say something? I was distracted by your sig.
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Old 10-27-2009, 08:07 AM   #24
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Sorry to hear that you've been getting the run around from your local GM reps ..... Do you have pics of before, and after the " so called" repair ? I'm curious to see what they think is acceptable.
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Old 10-27-2009, 08:38 AM   #25
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Sorry to hear that you've been getting the run around from your local GM reps ..... Do you have pics of before, and after the " so called" repair ? I'm curious to see what they think is acceptable.
Well, no one's said it was acceptable. When I talked with the Collision Center Manager, he flat out told me he wouldn't accept it either, but his hands were tied. The primary issue is, no one has looked at the issue other than him, so the warranty decisions are being made on the phone, and not actually looking at the vehicle.

If I had a camera, I'd take pictures for you, unfortunately my wife's camera isn't functioning at the moment. I don't have any cell phone camera's either.
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