catcherball
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On Sunday of this past week I was on my way from Tucson to Alpine, AZ. There are a lot of mountains and hills and it wasn't long before my 2009 Acadia (65K miles) began doing some funny things. I knew something was up when 2 hours into the trip, I had the hardest time getting it in reverse.
Long story short, in the most inoppurtune place up a mountain, I lost power. Figuring out how to get my family of 5 (6 year old, 3 year old, and 6 month old) do a safe place was a chore in and of itself, but then getting a tow and figuring out what to do was worse.
Ulimately, after about 2 hours my insurance company provided a tow to a small town about 50 miles away. The next morning, the company that provided the tow confirmed it was the transmission.
After confirming with GM it was still under warranty (only by 10 days!) they agreed to work roadside assistance to the closes dealership, almost 100 miles away. Naturally, this was a disaster. Because of the holiday, we had to wait....4.5 hours away from home.....to figure out what the solution was. But here is where my real issue is, because being inconvenienced is just part of life and we got through it ok.
The next morning, GM called me for an update. GM called me for an update on what they were supposed to be doing. They had not worked with the random dealership where they dropped the car off at all. Once I got in contact with the dealership (again 100 miles from where we were staying in a small town) they confirmed they had the car and it wouldnt be until thursday (today) when they had a good idea of what they were looking at.
Once I arrived at the dealership, the service department had a contract for a rental vehicle $50+ a day. It was a Nissan Sentra. For those who know, a Sentra wont quite fit 3 kids in a car seat, not to mention the things we brought for our trip. The problem is, GMs warranty insures they will provide a vehicle during the repairs, free.
I had to once again call GM customer care to resolve this issue. I spent over an hour in their lobby talking to GM customer care. I had insisted to the agen I had already talked to GM the day before and my case was in their system, but he was having trouble understanding me (english not first language) and continued to ask questions as though it was a new case. Finally, I was transferred to a specialist and she was able to help find my case.
I was told I could only get a rental for 3 days at $38/day. New Year's was the next day again, I live over 300 miles away and have to leave the vehicle there. Ultimately, she convinced the dealership to give me the Sentra for free, but now I am in limbo. I had to have a family member come from Tucson, pick us (and our things) up so we could get our whole family home to Tucson.
The Acadia is large enough to move my whole family around. Now until we have the vehicle back (assuming everything is actually fixed), we have to take separate cars to church and my wife cannot take my son to school because she cannot travel with all three kids while im at work.
I am active duty Air Force and traveling comes with the territory. This sort of performance is unacceptable, but I understand things happen, but the lack of desire to add any sort of customer service and add piece of mind from GM has been disgraceful. It seems like when you call customer service, it is a shot in the dark to whether or not you will be talking to someone who can actually help.
Now, here in a few days I will be making the 300 trek to Tate's Nissan GMC Buick in Show Low, AZ to pick up my vehicle. I have to take time off work and who will be paying for the fuel? Me. All the while, my kids are out of school until we get a vehicle large enough to accomodate.
This is a frustrating circumstance that my keep me from GM in the future and likely result in us selling this vehicle.
Does anyone have any similar experiences? What did you do?
Long story short, in the most inoppurtune place up a mountain, I lost power. Figuring out how to get my family of 5 (6 year old, 3 year old, and 6 month old) do a safe place was a chore in and of itself, but then getting a tow and figuring out what to do was worse.
Ulimately, after about 2 hours my insurance company provided a tow to a small town about 50 miles away. The next morning, the company that provided the tow confirmed it was the transmission.
After confirming with GM it was still under warranty (only by 10 days!) they agreed to work roadside assistance to the closes dealership, almost 100 miles away. Naturally, this was a disaster. Because of the holiday, we had to wait....4.5 hours away from home.....to figure out what the solution was. But here is where my real issue is, because being inconvenienced is just part of life and we got through it ok.
The next morning, GM called me for an update. GM called me for an update on what they were supposed to be doing. They had not worked with the random dealership where they dropped the car off at all. Once I got in contact with the dealership (again 100 miles from where we were staying in a small town) they confirmed they had the car and it wouldnt be until thursday (today) when they had a good idea of what they were looking at.
Once I arrived at the dealership, the service department had a contract for a rental vehicle $50+ a day. It was a Nissan Sentra. For those who know, a Sentra wont quite fit 3 kids in a car seat, not to mention the things we brought for our trip. The problem is, GMs warranty insures they will provide a vehicle during the repairs, free.
I had to once again call GM customer care to resolve this issue. I spent over an hour in their lobby talking to GM customer care. I had insisted to the agen I had already talked to GM the day before and my case was in their system, but he was having trouble understanding me (english not first language) and continued to ask questions as though it was a new case. Finally, I was transferred to a specialist and she was able to help find my case.
I was told I could only get a rental for 3 days at $38/day. New Year's was the next day again, I live over 300 miles away and have to leave the vehicle there. Ultimately, she convinced the dealership to give me the Sentra for free, but now I am in limbo. I had to have a family member come from Tucson, pick us (and our things) up so we could get our whole family home to Tucson.
The Acadia is large enough to move my whole family around. Now until we have the vehicle back (assuming everything is actually fixed), we have to take separate cars to church and my wife cannot take my son to school because she cannot travel with all three kids while im at work.
I am active duty Air Force and traveling comes with the territory. This sort of performance is unacceptable, but I understand things happen, but the lack of desire to add any sort of customer service and add piece of mind from GM has been disgraceful. It seems like when you call customer service, it is a shot in the dark to whether or not you will be talking to someone who can actually help.
Now, here in a few days I will be making the 300 trek to Tate's Nissan GMC Buick in Show Low, AZ to pick up my vehicle. I have to take time off work and who will be paying for the fuel? Me. All the while, my kids are out of school until we get a vehicle large enough to accomodate.
This is a frustrating circumstance that my keep me from GM in the future and likely result in us selling this vehicle.
Does anyone have any similar experiences? What did you do?