Unavailable parts, under warranty "backordered"

[OmniCamaro]

Is anyone experiencing dealers unable to do warrantied repairs for lack of parts available?

 

Purchased my 2023 GMC Sierra SLT in January 2023.  

I've had a damaged (full of condensation) headlight since October and all I can get from the dealer SA is "it's on backorder".  Pretty ridiculous if you ask me.  If they can make new ones (which they obviously are) they can spare one for a truck under warranty.  

[bobder41]

Pretty common issue. Especially when the factory is working 3 shifts 7 days. New vehicles take piroty over warranty parts. I would call gm customer service direct at corporate for help

[Mshawn]

In light of the strike also which is a huge setback 

[newdude]

55 minutes ago, OmniCamaro said:

Is anyone experiencing dealers unable to do warrantied repairs for lack of parts available?

 

Purchased my 2023 GMC Sierra SLT in January 2023.  

I've had a damaged (full of condensation) headlight since October and all I can get from the dealer SA is "it's on backorder".  Pretty ridiculous if you ask me.  If they can make new ones (which they obviously are) they can spare one for a truck under warranty.  

 

 

 

Welcome to the last 3 years.  Oh and the strike did NOT help either.  

 

And no, they don't just pull them off the line just for some customer's truck to get fixed.  Parts for vehicles being assembled are "just in time" production so they are ready to go at the plant as those trucks are getting built. 

 

GM CCA is in charge of the parts flow for after the purchase/after the car is assembled parts flow.  CCA = Customer Care and Aftersales.  

 

As long as the dealer has a SPAC case on it and their parts department is following the case and keeping in touch with GM and their GM DMA (district manager) then that's really all they can do/you can do.  

Edited November 28, 2023 by newdude

[Bikerjon]

3 hours ago, OmniCamaro said:

Is anyone experiencing dealers unable to do warrantied repairs for lack of parts available?

 

Purchased my 2023 GMC Sierra SLT in January 2023.  

I've had a damaged (full of condensation) headlight since October and all I can get from the dealer SA is "it's on backorder".  Pretty ridiculous if you ask me.  If they can make new ones (which they obviously are) they can spare one for a truck under warranty.  

Not gonna make you any more satisfied but parts shortages and back orders have been around for many many years. Way before any strikes.

[Jus Cruisin]

It took months for me to get a regulator rectifier for a Yamaha outboard that was under warranty 

Same deal. Not just automotive. 

[diyer2]

Took a month to get a starter for our Hyundai, replaced under warranty. 

[KARNUT]

2 hours ago, diyer2 said:

Took a month to get a starter for our Hyundai, replaced under warranty. 

Last year my wife’s Genesis a 2011 at 115K miles the starter went out. Two days later after that being replaced along with plugs, injecting cleaning, belts, hoses and a leaking crankshaft seal we got it back. Amazingly a year later they didn’t have a starter available sooner. Maybe everything is better in Texas.

[OmniCamaro]

GMC customer support is now in the mix, for what it’s worth. They contacted the dealer and relayed the same message I was told by the dealer.  Not sure how that is helping but that’s the facts.  
 I thought there might could be a way to contact other dealer parts dept.’s to try to find a headlight but I’m just using common sense.  
If I could I’d drill some holes to allow the condensation to escape until a new one is installed but I seriously doubt they’ll allow that.  I’m sure the light can be remanned by someone but it’s going to be harder the longer it’s wet in there.  I’m actually surprised it’s still working.  
I’ll update when I get it replaced.  

[ember1205]

With Customer Support involved, you now have some extra eyes on the situation. Maybe check in with whoever is overseeing the case every couple of days to see if there are any updates, and you could also stop by the dealership to ask if they have talked with the district rep about the situation at all. 

 

Keep checking, asking for updates, and repeating the basic message of "I really need your help here." Be sure to email the concerns over the light going out and becoming a safety issue - that will get it digitally added to the case for reference. Don't worry about it actually dying - that's ultimately their problem to deal with. If it DOES finally give out, you could then ask about alternative options for a vehicle to drive since your truck would ultimately not be legal to drive with a light out (and that's why you express the concern ahead of time and get it into the file).

 

 

[John F.]

Just got my truck back from dealer after 2 months and during the strike.  Under warranty for a faulty coolant valve (i forget the actual name) couldnt drive the truck. Under reduced power due to the sensor. it sucked, but GM did put me in a rental.   

[Marvin24]

Mine 2020 has been setting at a dealership for 2.5 months waiting on parts, no end in sight. So tell me why I should ever buy another GM product?

Also the dealership called and wanted to buy my truck for $25.000.00!, why would the dealer want to buy a truck that they can't get parts to fix unless they can.

I thought the Duramax 3.0 was supposed to be reliable

 

 

[Marvin24]

One other question hold did you contact GM to file a complaint?

[ember1205]

1 minute ago, Marvin24 said:

One other question hold did you contact GM to file a complaint?

 

Just look up the Customer Support number for whichever manufacturer and call... 

 

In my experience, I never approach opening a case as "reporting a complaint." I stick to facts, relay concerns about GM not supporting the dealer's efforts, and avoid being negative about the dealer themselves. You don't necessarily have to start it out as a negative campaign and create even more tension with the dealership...

[moclimber]

All I can say is good luck and be happy if you can still drive your vehicle. I bought a brand new '24 Sierra Denali 6.2 in February. Engine light came on April 5th. Total engine failure at 1400 miles. They got a new engine in a week. GM required the radiator be replaced at the same time though and they didn't know how long until they would get one. It's now the middle of June and the dealer says GM SPAC says they have the part but for some reason can't get a delivery date on it. Yeah, they gave me a loaner but I'm sick of paying on a luxury truck that I have driven for less miles than I have on their base Sierra loaner. This is just bad customer service all around.