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GM Customer Care is so...


Otherguy

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Substandard its absolutely horrible!

 

Feel free to read my rant, I am beyond disappointed with GM, GMC and Chevy on all sorts of levels... Especially for my first truck purchase.

 

I leased this brand new 2017 GMC Sierra 1500 All-Terrain Edition at "GMC Dealership A" at the end of August 2016. Only issue that I experienced from the time of purchase till June 1st 2017 was the fact that I had to have the driver’s side lower seat cover replaced due to a clip malfunction. I also noticed two odd marks on my upper gauge cluster cover, and on the steering wheel that were left after this service. Pictures can be provided upon request of marks in question.

 

On June 31st 2017 I begin my Business Trip to Missouri. I will be at this location from June 1st till July 28th of this year. Upon arrival at Missouri, I stopped at the local GMC dealership, "GMC Dealership O", to have my oil changed. I had a very brief discussion with the service advisor about the oil change. He didn’t want to change the oil because the vehicle didn’t need it and to come back when the oil life meter reads 30%. My first experience with this dealer and the service department were poor.

 

On June 14th I return to the dealer, "GMC Dealership O", to get my oil changed because I was well over the 5000 miles and my dealer in Colorado that I bought the truck from recommended that I get my oil change every 5000 miles. Once again, I was told not to worry and that they weren’t going to do my oil change. Upon leaving the service advisor gave me a dirty look like I was retarded for even asking for an oil change. Once I arrived back to my hotel, I called "GMC Dealership Z", and asked for an oil change. They told me no problem, and to come down on Saturday June 15th for an oil change.

 

On June 15th"GMC Dealership Z" did the recommended services that were required on my truck. The service advisor was not surprised that I had such a poor experience at "GMC Dealership O" and stated that they get a lot of business from that area because of them. While I was waiting, one of the Salesmen stated to me that I didn’t have the correct tire on my vehicle and that I should look into the issue. I proceeded to look at the two 2017 GMC Sierra 1500 All-Terrain Edition that "GMC Dealership Z" had. Sure enough, the window sticker stated that the vehicle should have All Terrain tires, but they had the same tire and rim combination that my truck has. More on this later. The service advisor "GMC Dealership Z" told me that I should get in contact with Customer Service about my poor dealership experience as well as the tire issue. After that, I got my vehicle out of service and everything checked out with the vehicle and I headed back to Fort Leonard Wood.

 

On Saturday June 22nd while driving on post, I noticed that my brake warning on the DIC “Low Brake Fluid” came that some of the vehicle braking features were disabled. I pulled over and began looking for leaks and didn’t find any. Concerned, I called "Chevy Dealership A" in Missouri if I could bring the truck down. Once I arrived, they got my vehicle in and a mechanic found this: (See BRAKES 1, BRAKES 2, BRAKES 3 for images). The tech said this wasn’t an overnight issue and took some time to get to this point because there was rust on the frame rail. The service advisor told me that he would get the part ordered on June 24th and that it would arrive on June 25th assuming no shipping issues.

 

On June 25th I arrived at the dealership around 2:30 PM to see if the truck was finished with the repairs. I spoke with the tech that was working on my truck and stated that the frame had been sprayed with a new liner that would cover up the rust and prevent it from spreading.

 

Issue # 1: NO SANDING WAS PREFORMED ON THE FRAME RAIL TO REMOVE THE RUST THAT WAS PRESENT. THE RUST WAS JUST COVERED UP WITH A NEW BLACK SPRAY LINER.

 

I looked underneath the vehicle to find that the ABS Module, the part that was leaking, was removed and the spray painted area was drying. Once the paint was dry enough to work with, the new ABS module was installed and the brake lines were reinstalled per factor manual and torque specs. However, during the brake bleeding process, the brake lines begin to leak again from all over. The tech had to use all of his force to re tighten the lines to stop them from leaking. Since the brake lines leaked on the frame rail again. All the paint product that was used peeled off and had to be replied… Which looked like ass after it was done, because the ABS Module had to remain in place while the paint was reapplied.

Issue # 2: BRAKE LINES CONNECTING TO THE ABS MODULE WERE TORQUED DOWN EXCEEDINGLY FAR PAST FACTOR SPECS.

 

There is a reason why you don’t over torque things, and why there is a torque spec in a manual for this type of repair…. The Tech literally tightened all the lines down until brake fluid stopped leaking... Which was forceful enough to bend the ABS Module bracket...

 

Once everything was buttoned up the Tech tried to reprogram the new module to trucks internal computer. The module failed numerous times which ended up requiring a new ABS Module to be installed.

 

June 26th the 2nd ABS Module was ordered.

 

June 27th the truck was repaired and no further issues have been noticed.

 

Now I am paranoid about the brakes leaking because of Issue #2 and I keep a rag in the truck and check for brake wetness after driving the truck.

 

From June 14th till the 27th I called, or messaged GM Customer service to get some form assistance or help with my issues.

 

From June 22nd till the 29th I made a trip to the dealership to check on repair status and or to get help with getting GM to replace vehicle.

 

Issue # 4: SECOND DEALERSHIP MISSED THE LEAKING BRAKES AND POTENTIALLY LET ME DRIVE IN AN UNSAFE VEHICLE.

 

Now on to the TIRES.

 

A tier 2 rep with GM customer service told me to get a hold of Goodyear Tires Co, which is odd because GM should be verifying this information, and asked me to get a statement from them to clarify the classification of the tire. See GOODYEAR.JPEG for email statement from them.

 

THE GOODYEAR WRANGLER SR-A TIRE IS NOT AN ALL TERRAIN TIRE WHAT SO EVER! IT’S AN ALL SEASON, PASSENGER TIRE!

 

GM Customer Service confirmed that my truck should of came with AT tires not All Season tires… Every GM/CHEVY truck that was listed to have AT tires, had a pair of the GOODYEAR WRANGLER SR-A TIRES.

 

Just because its apart of the WRANGLER SERIES TIRE, doesn’t mean it’s a AT tire. HOWEVER GM WONT DO ANYTHING ABOUT THIS BECAUSE IT GM HAS LABELED THIS TIRE AS "AT" WHICH IS WHAT COMES WITH THE TRUCK!

 

July 13 2017: Today was the final straw... So apparently GM Executive Customer Service really doesnt like customers or I am just unlucky... After all of this I walked away with a service voucher for $100 because of all of my troubles... Of course this is after GM denied my supplied resolutions, which were in part a little out there... (Replacing the truck and applying credit) However, if you dont ask you never know.

 

What really makes me mad is that I had to ask for the $100 Service Voucher and was not offered it because the rep thought it would insult me...

 

I am going to put this where I can to let others know what they are getting into. If I am crazy let me know.

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SRA is a "fuel efficient" AT tire. They build a million of these trucks a year and to keep their CAFE scores in line, fuel efficiency is the name of the game for a lot of parts on them. Don't blame GM for that, blame the EPA and CAFE. Now, GM does do the Duratrac tire, but you need to buy an All Terrain X not a regular All Terrain to get those from the factory. Not a reason for GM to buy back a truck.

 

As for the frame and the brake issue, I'd be in touch with the service manager and try to see if GM can get the district manager involved with that one.

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SRA is a "fuel efficient" AT tire. They build a million of these trucks a year and to keep their CAFE scores in line, fuel efficiency is the name of the game for a lot of parts on them. Don't blame GM for that, blame the EPA and CAFE. Now, GM does do the Duratrac tire, but you need to buy an All Terrain X not a regular All Terrain to get those from the factory. Not a reason for GM to buy back a truck.

 

As for the frame and the brake issue, I'd be in touch with the service manager and try to see if GM can get the district manager involved with that one.

 

Goodyear DIRECTLY stated twice to me that the tire is not and should not be considered an AT class tire... Its strictly an All Season Passenger tire.

 

Your right is no reason to buy back the truck at all, however, this is a lease and everything that I was dealing with, WITH this truck could of been.

 

The servicing dealership doesn't want to have anything to do with the truck since its not leaking anymore. They did contact the district manager who then offered $2000 is trade in assistance into another GM product because of what I have been dealing with from the poor customer service and brake issue. The dealership then turned around and wanted me to pay 16.8k to turn in the lease so I could get a new truck... Yeah no thanks

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I believe that GMC All-Terrain = Chevy Z-71.

 

I also have the Goodyear SR-A tires. Can I complain and get a free tire upgrade?

 

Those are the rubber they come with. There's nothing anyone's going to do about that.

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I believe that GMC All-Terrain = Chevy Z-71.

 

I also have the Goodyear SR-A tires. Can I complain and get a free tire upgrade?

 

Those are the rubber they come with. There's nothing anyone's going to do about that.

 

So you like paying for things and not receiving the correct item?

 

 

I would be a little pissed in my profession if someone sold me a bullet proof vest that was advertised to stop 7.62mm but was actually rated only for 9mm....

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I'm sorry you are disappointed, but you have to pick your battles. Deal with the brake problem first.

 

It seems that you didn't even notice the tires until some guy claimed you had the wrong ones.

 

You have the same tires as every other truck from the factory. When you have more free time, go ahead and start a class action lawsuit against GM so that everyone gets some BFG KO2's. I'd gladly take them. But its a pretty well known standard that trucks come with cheap crap street tires off the assembly line. Not just GM, go look at the dodge or toyota dealer and see what their standard tires look like.

 

I'm just leaving mine on for a few years since they are basically free now that I have the truck and upgrading tires isn't cheap. I can't wait until the day I get some real All-Terrain tires, but its not worth throwing away tires now.

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I'm sorry you are disappointed, but you have to pick your battles. Deal with the brake problem first.

 

It seems that you didn't even notice the tires until some guy claimed you had the wrong ones.

 

You have the same tires as every other truck from the factory. When you have more free time, go ahead and start a class action lawsuit against GM so that everyone gets some BFG KO2's. I'd gladly take them. But its a pretty well known standard that trucks come with cheap crap street tires off the assembly line. Not just GM, go look at the dodge or toyota dealer and see what their standard tires look like.

 

I'm just leaving mine on for a few years since they are basically free now that I have the truck and upgrading tires isn't cheap. I can't wait until the day I get some real All-Terrain tires, but its not worth throwing away tires now.

 

Trust me, I agree with you. This is my first truck purchase so when I was told I had "AT" tires, i rolled with it until I had my service appointment. I'm in the military and i totally understand that we all have to pick and choose are battles... This is one I am choosing to fight because frankly, I dont like being taken advantage of...

 

Anyways, there is nothing that GM or the Dealership want to do with the brakes because its technically "repaired"... I just hate the fact now that I open my hood everyday and check the brake fluid to make sure its still at the same level as the day before...

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What does the original window sticker say it has for tires?

 

Sent from my iPhone using Tapatalk

All Terrain Tires

 

GM Customer Care and GM Executive Relations both see through their systems that my truck comes with "All Terrain Tires"...

 

Edit:

 

Whats really stupid is this... If you add the 275/55/20 All-Season tires, it makes you upgrade to the All-Terrain X Package with 18in rims and true AT tires... WTF?!?

 

Edit Edit:

 

Im pretty sure that the SR-A is GM's "All Terrain Tire" for all their 20in rims

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Dang the luck man. No way I would continue driving the truck it if I was that unhappy with it. The saddest part is that if you are REALLY $16,500.00 in the hole then you paid WAY TOO MUCH to start with. Take the silly thing to your nearest CarMax store and have it officially appraised before doing anything else. Then pull out your paperwork and do some math and see where you are really at. It is very easy to buy these trucks at +20% off MSRP so you might be a lot closer than they are telling you on a trade. I would advise getting a Denali Ultimate that will make up for a lot of the butthurt that you are presently feeling........just my 2 cents worth.

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I'd leave the tire issue alone. If it didn't bother you until someone else said something...let it go. The brakes I sorta understand. If they're operational, then let that go.

 

I'd maybe wash down the areas with brake fluid with soap and water, and check for leaks here and there for a few weeks, then forget about it.

 

Honestly, if you harrass the dealer/GM about the tires, they probably won't be too inclined to assist with any real issues you have. As everyone has stated, before you bought the truck, you could have easily negotiated a different set of tires...many on this forum have done that. Unless you drive in the woods, the less aggressive tires will yeild better mpg.

 

Seems like the biggest issue is that the first dealer was a dick. Don't go back there. Give someone else your business.

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So you like paying for things and not receiving the correct item?

 

 

I would be a little pissed in my profession if someone sold me a bullet proof vest that was advertised to stop 7.62mm but was actually rated only for 9mm....

But in this case it's not an issue of false advertising being hidden. You can see what tires are on the truck on the lot. GM also calls the rancho shocks "off-road shocks" as Ford does with the FX4. Fox and king make them look like popsicle sticks. It's all about perspective. If they had stated a particular tire mode and you had received something else, then you would have reason to be upset.

 

 

Sent from my iPhone using Tapatalk

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