I'm so fed up with GM's "service" and I'm not sure

Brock Samson · November 9, 2016

This paint chipping issue is driving me nuts.

I've got a 2014 Chevy that has paint chipping issues on the doors that I brought in to get looked when it was under the 36K mile warranty. The young body shop person came out and said it was normal wear and tear and that it wasn't covered by any means. They never looked up any service bulletins, never ran any tests, just said it looks like normal wear and tear. Fine, I paid a small price and had touch-up paint applied and figured it was done.

Here I am a year later and all the touch-up paint has fallen off, as well as more paint chipping. I did my research and found the PIT5313C bulletin and realized my truck falls in perfectly for the build location and time line. Because it's a year later, I've since moved a few hours away from my previous residence and have doubled my mileage.

Well, I went to a new dealer to get the latest round of recalls addressed and also brought in the PIT5313C for them to look at. Their body shop was very helpful and said they'd look into it. They ran the test outlined in the bulletin and even sent me the pictures (which I still have) and sure enough it failed the tests just as everyone figured it would. Next day they tell me that they can't do the work because the claim was denied by their zone/district warranty manager because it's outside the 36K mileage. I point out that I did take it in previously for this issue when it was under warranty, and it was mis-diagnosed. New dealer says tough, bring it back to them.

Cue first round of Chevy Customer Service. I used the online chat to open a case number and get the ball rolling. The person on the other end did dive into everything and gave me a call back a few days later. They basically said it was up to the original dealer who mis-diagnosed it to fix it.

Go back to first dealer through phone calls and email. Explain the situation and that another dealer did the test and found the faulty paint, but couldn't do the work because it was denied by their zone warranty person. Emailed the pictures, and waited a few days to hear back. Finally hear back today and the first dealer says there's no reason that the new dealer should have been denied seeing as it doesn't state any warranty limitations in the bulletin and it clearly states it's a manufacturing defect. They also pointed out that because the new dealer ran the test and removed paint from my truck, they should be the ones to fix it.

Cue next round of Chevy Customer Service. Using the online chat again I explain that I'm trying to get a hold of the district zone manager. Too bad, they won't release that info. Explain the case number. Sorry, the case is closed by the district manager. Well can you explain in the warranty where the paint is only covered by the 36K warranty or what I should do about the dealership who removed additional paint? Chat disconnect. Just like that. No answers.

So here I sit with a truck with chipping paint, and now badly since the dealer removed more of it. First dealer saying they didn't mis-diagnose it at the time and that the new dealer should fix it. New dealer saying, yup your paint is messed up from the factory, but the district manager is standing in the way giving me the middle finger saying too bad.

At this point I don't even know how to proceed. I've got documents saying I brought my truck in for a paint issue when it was under warranty. I've got the PIT5313C bulletin. I've got the photo's from the test that was performed to the bulletins standards. I've got all the chat logs. Should I just get a lawyer and try to sue in small claims court for the cost it would be to paint the truck? Do I even have the right to sue, or did I sign that right away when I bought the truck?

TJay74 · November 9, 2016

Here is what you do. I am going to give you the GM email format, you can go and look up the board of directors for GM. From that I would type up a courteous email to everyone on that board or at least the President, VP and anyone involved in the North America operations. If you do that I can promise you that you will head from someone in the executive office with in 72 hours and will get better resolution.

GM email format is as follows

[email protected]

that is John (dot) Doe @ GM.com (take out all of the spaces).

15 Z71 · November 10, 2016

This paint chipping issue is driving me nuts.

I've got a 2014 Chevy that has paint chipping issues on the doors that I brought in to get looked when it was under the 36K mile warranty. The young body shop person came out and said it was normal wear and tear and that it wasn't covered by any means. They never looked up any service bulletins, never ran any tests, just said it looks like normal wear and tear. Fine, I paid a small price and had touch-up paint applied and figured it was done.

Here I am a year later and all the touch-up paint has fallen off, as well as more paint chipping. I did my research and found the PIT5313C bulletin and realized my truck falls in perfectly for the build location and time line. Because it's a year later, I've since moved a few hours away from my previous residence and have doubled my mileage.

Well, I went to a new dealer to get the latest round of recalls addressed and also brought in the PIT5313C for them to look at. Their body shop was very helpful and said they'd look into it. They ran the test outlined in the bulletin and even sent me the pictures (which I still have) and sure enough it failed the tests just as everyone figured it would. Next day they tell me that they can't do the work because the claim was denied by their zone/district warranty manager because it's outside the 36K mileage. I point out that I did take it in previously for this issue when it was under warranty, and it was mis-diagnosed. New dealer says tough, bring it back to them.

Cue first round of Chevy Customer Service. I used the online chat to open a case number and get the ball rolling. The person on the other end did dive into everything and gave me a call back a few days later. They basically said it was up to the original dealer who mis-diagnosed it to fix it.

Go back to first dealer through phone calls and email. Explain the situation and that another dealer did the test and found the faulty paint, but couldn't do the work because it was denied by their zone warranty person. Emailed the pictures, and waited a few days to hear back. Finally hear back today and the first dealer says there's no reason that the new dealer should have been denied seeing as it doesn't state any warranty limitations in the bulletin and it clearly states it's a manufacturing defect. They also pointed out that because the new dealer ran the test and removed paint from my truck, they should be the ones to fix it.

Cue next round of Chevy Customer Service. Using the online chat again I explain that I'm trying to get a hold of the district zone manager. Too bad, they won't release that info. Explain the case number. Sorry, the case is closed by the district manager. Well can you explain in the warranty where the paint is only covered by the 36K warranty or what I should do about the dealership who removed additional paint? Chat disconnect. Just like that. No answers.

So here I sit with a truck with chipping paint, and now badly since the dealer removed more of it. First dealer saying they didn't mis-diagnose it at the time and that the new dealer should fix it. New dealer saying, yup your paint is messed up from the factory, but the district manager is standing in the way giving me the middle finger saying too bad.

At this point I don't even know how to proceed. I've got documents saying I brought my truck in for a paint issue when it was under warranty. I've got the PIT5313C bulletin. I've got the photo's from the test that was performed to the bulletins standards. I've got all the chat logs. Should I just get a lawyer and try to sue in small claims court for the cost it would be to paint the truck? Do I even have the right to sue, or did I sign that right away when I bought the truck?

Wow that sucks, please keep us posted on what happens. Good luck!

EspoMan · November 15, 2016

Any updates?

Brock Samson · November 16, 2016

Two updates:

1. I tried the email thing with the board of directors. Everyone of the emails came back undeliverable.

2. I leave a message for the manager of the first dealer every other day, and they won't call back. The second dealer says their hands are completely tied by the zone manager.

Like I said before, I seriously don't know where to go next. I could try to file a BBB complaint, but I doubt that will go any farther than them telling me no again.

I've considered looking into local TV stations who have those "local" investigative units that seem to love these cases of consumers getting screwed. It makes great TV for them and bad press for the business.

I'm giving it a few more days to calm down and gather some info, then I'll look up one of the lemon law lawyers.

rickytickyshorth · November 16, 2016

You need to talk to the regional manager. Not the zone manager. Keep working your way up. Your dealership has to give you that info. Don't waste your time with the customer service clowns on here.

Sent from my SM-G930R4 using Tapatalk

TJay74 · November 17, 2016

[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]

The only email that may fail is the one for Alicia. I will delete this post later.

Brock Samson · November 18, 2016

I double checked and it looked like my email did go through to Michael Mullen, Joseph Jimenez, and Mary Barra.

Which, impressively enough lead to me getting a phone call from GM on behalf of my email to Mary saying they'd like to talk to me more about what has been going on. This led me to forward all my scanned documents and photo's of what's going on to their executive referral email address and to someone new. So now I get to wait a few more days to hear back from them.

Regardless as to what happens this time, I've already spoke with a lawyer, and at a minimum I have a strong small claims case against the dealer that removed the paint during their test.

hmb2016 · November 18, 2016

following. Concerning to me the lack of customer service GM is providing. These cases seem to be the norm more and more, whether its vibration issues, or a general lack of quality control on these new trucks. I've got loads of issues on my 2017 Sierra SLT 6.2 Max tow package that has me feeling a good bit of buyers remorse. Came from a 2013 F150 Ecoboost, and I do have to say, quality was MUCH better on that vehicle. Granted, ecoboost did have several issues, but dealer took better care of issues than my previous and present experience with GM. Best of luck to you on getting your issue resolved.

Brock Samson · November 18, 2016

It's somewhat ironic that the only reason I bought this truck is because my 2004 was getting up there in miles at 120,000+ and I didn't want to start paying for repairs and dealing with the logistics of dropping it off and getting a rental. Now I pick this truck up and I've had it in the shop more in the last 2 years than I ever had my 2004 for the 8 years I owned it.

There's a good chance that after I get this fixed I'm going to look for an F250 Diesel.

TheGovernment · November 18, 2016

Trade it in and be done with it, if you dislike it so much. I never understand people that complain their vehicle has so many issues etc.

Trade it in on something else and move on with life.

EspoMan · November 18, 2016

Trade it in and be done with it, if you dislike it so much. I never understand people that complain their vehicle has so many issues etc.

Trade it in on something else and move on with life.

Yeah ok rich guy. Not everyone can take a $5000-8000 hit on their truck.

TheGovernment · November 19, 2016

Look for a deal, there are lots of 2016s floating around for 10-15k off MSRP from all manufacturers.

Taking the financial hit does suck but if the person is so unhappy, I'd much rather take the hit than drive around in a vehicle I hate.

Silverado Steve · November 19, 2016

Exactly....life is too short....move up and move on. $5K-$8K means you just keep it a year or two longer, or don't pay extra for the extended warranty and lifetime tire shine.

Look for a deal, there are lots of 2016s floating around for 10-15k off MSRP from all manufacturers.

Taking the financial hit does suck but if the person is so unhappy, I'd much rather take the hit than drive around in a vehicle I hate.