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I hate hearing stories like this. I've never had anything but incredible customer service from GM. I bought my almost new 99 Firebird from a Mercedes dealer and would take it to whichever GM dealer was the closest without any hassle. One night after detailing, the handle for the T-Top fell off and I took it to the late night Chevy service center. He knew exactly how to fix it and didn't even bother with paperwork since it only took about 5 minutes. Ditto for my Monte Carlo & Regals - whichever GM branch was closest always took care of my GM vehicle.
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