Unavailable parts, under warranty "backordered"

[WildernessScout]

Here is my BBB claim I filed ...

 

Purchase a 2024 Sierra 2500HD (VIN# 1GT49REY5RF121501) from a GMC dealership 8/9/2023. The first problem came when the tailgate began to fall open while driving. This caused safety issues and I was told it was a known problem GMC had issued a recall. This recall initially had NO SOLUTION from GMC. I was asked by my dealer that for safety sake I needed to drive around with a ratchet strap from side to side so the tail gate would not drop my tools into the road. I did this for over 6 months - during which time the use of my truck was limited and even caused damage to the truck and trailer. This was finally repaired over 10 months from the official recall. Then when responding to Hurricane Helene I took my truck and trailer with the skid steer to the mountains of NC. Upon returning pulling the trailer and skid steer the truck "threw a code" with a check engine light. It then starting a reduced function mode causing the RPMs to stay at 5000 RPM and limiting both speed and power. I managed to get it off the road (I was towing the skid steer at the time over the mountains). After a very high towing expense the dealer said it was a known problem and needed to have the transmission valve replaced and it could not be driven, but good news, it was covered under warranty, My truck has been sitting at the dealership with my tools and equipment useless to me for now over a month. After multiple calls to the dealership they say they are waiting on the parts and GMC will not give them a date and time that part will be available. Multiple calls to GMC have put me in touch with their specialized "parts finder team". After multiple calls they tell me that they don't have an estimated time of arrival on the part nor do they even have an update on when they might have an update (much less the actual part). I use my truck for my work and Ministry - not having it has caused numerous additional expenses on my part, and many jobs gone undone. All I want is the truck I paid for to operate and the GMC warranty to be honored by GMC.

 

Here is the rub... The exact part I need is sitting at the dealership but they are not allowed by GMC to use it. It is inside the new trucks. GMC is prioritizing potential new truck sales over honoring their current customers. What good is a warranty if the manufacturer won't deliver the repair and part to honor it. Reading your warranty is not enough anymore - the manufacture must be willing to put its current customers above its greed.  

[newdude]

4 minutes ago, WildernessScout said:

 

Here is the rub... The exact part I need is sitting at the dealership but they are not allowed by GMC to use it. It is inside the new trucks. GMC is prioritizing potential new truck sales over honoring their current customers. What good is a warranty if the manufacturer won't deliver the repair and part to honor it. Reading your warranty is not enough anymore - the manufacture must be willing to put its current customers above its greed.  

 

 

Yea, GM or any other automaker don't just take parts off new cars like that.  Last time that happened was probably 25-30+ years ago.  

 

 

[tbarn]

Those were the days. Take one car apart to verify the problem, take another car apart to get a part. Reassemble the first car. Install the new part on the second car when it comes in. All to get paid labor time for one job.

[WildernessScout]

Hey tbar... some days I long for them old days.... then I remember my truck heater didn't work back then so I am good.

[WaltW]

My 2022 GMC Sierra Limited Denali 6.2L pickup truck...always wanted a Denali.  Finally got one.  I purchased the extended warranty which cost money.  I purchased it because I had a 2019 Chevy Silverado before this truck.  The 2019 engine blew at 90,000 miles.  No help whatsoever from the manufacturer...it was out of the warranty period, so my loss.  However, this is what motivated me to buy the extended warranty.  Well, at 75,000 miles, the engine blew in my Denali.  No problem, I have the extended warranty, right?  The dealership indicated that the engine needed to be replaced after GM sent an inspector 13 days after the truck broke down...during which time, I had to pay for a rental car at a rate of about $667 a week.  The dealership (McGuire GMC in Little Falls, NJ) treated me like I was being a nuisance for being so frustrated...but I guess they're tired of people complaining, considering that I got on the "loaner wait list" on November 20...at a time when 13 other vehicles were at the dealership waiting for parts that were not available from GM.  I checked with the dealership on December 2 to determine how much I had moved up the list for a loaner as now my rental expense was over $2000.  (GM indicated that they will be giving me $400 toward my rental expense in conformance with their extended warranty...which they call a "contract".)  Yesterday was 5-weeks since my luxury truck broke down.  I don't get any updates from the dealership.  I don't get any updates from GM.  In addition, I have spoken to a number of people who have had similar experiences with GM trucks.  My Ford that I owned before this Chevy (engine blown at 90,000), and my GMC Denali (engine blown at 75,000) I sold to a friend's son with 523,000 miles (granted it was a diesel).  I take care of my vehicles.  I feel that GM will say "the contract says we will reimburse you $400 for a rental car"...however, that limited coverage is with the understanding of good faith that the vehicle will be repaired in a timely manner.  So, let's do the math...let's say the repair if I didn't have a warranty would be $10,000.  Let's say it takes three months to get the parts required for the warranty...oops!..."contract" repair.  A rental car costs around $2500 a month from Enterprise, give or take.  That's $7500...plus the cost of the actual "warranty" contract...which is (estimated) $2500.  So their lack of parts means the warranty has provided me ZERO benefit.  Fool me once, shame on you...fool me twice with an extended warranty...shame on me.  I would love if GM bought out my loan and kept the truck to re-sell it...but this won't happen because I'm upside down in the truck, and I honestly feel that really do not care.  This is my last GM/Chevy truck...and I'll be sure to keep sharing my experience with friends and family whenever given the chance.  I don't have a question here...just left truck-less and wanted to share my experience for any other unsuspecting buyers.

[KARNUT]

2 minutes ago, WaltW said:

My 2022 GMC Sierra Limited Denali 6.2L pickup truck...always wanted a Denali.  Finally got one.  I purchased the extended warranty which cost money.  I purchased it because I had a 2019 Chevy Silverado before this truck.  The 2019 engine blew at 90,000 miles.  No help whatsoever from the manufacturer...it was out of the warranty period, so my loss.  However, this is what motivated me to buy the extended warranty.  Well, at 75,000 miles, the engine blew in my Denali.  No problem, I have the extended warranty, right?  The dealership indicated that the engine needed to be replaced after GM sent an inspector 13 days after the truck broke down...during which time, I had to pay for a rental car at a rate of about $667 a week.  The dealership (McGuire GMC in Little Falls, NJ) treated me like I was being a nuisance for being so frustrated...but I guess they're tired of people complaining, considering that I got on the "loaner wait list" on November 20...at a time when 13 other vehicles were at the dealership waiting for parts that were not available from GM.  I checked with the dealership on December 2 to determine how much I had moved up the list for a loaner as now my rental expense was over $2000.  (GM indicated that they will be giving me $400 toward my rental expense in conformance with their extended warranty...which they call a "contract".)  Yesterday was 5-weeks since my luxury truck broke down.  I don't get any updates from the dealership.  I don't get any updates from GM.  In addition, I have spoken to a number of people who have had similar experiences with GM trucks.  My Ford that I owned before this Chevy (engine blown at 90,000), and my GMC Denali (engine blown at 75,000) I sold to a friend's son with 523,000 miles (granted it was a diesel).  I take care of my vehicles.  I feel that GM will say "the contract says we will reimburse you $400 for a rental car"...however, that limited coverage is with the understanding of good faith that the vehicle will be repaired in a timely manner.  So, let's do the math...let's say the repair if I didn't have a warranty would be $10,000.  Let's say it takes three months to get the parts required for the warranty...oops!..."contract" repair.  A rental car costs around $2500 a month from Enterprise, give or take.  That's $7500...plus the cost of the actual "warranty" contract...which is (estimated) $2500.  So their lack of parts means the warranty has provided me ZERO benefit.  Fool me once, shame on you...fool me twice with an extended warranty...shame on me.  I would love if GM bought out my loan and kept the truck to re-sell it...but this won't happen because I'm upside down in the truck, and I honestly feel that really do not care.  This is my last GM/Chevy truck...and I'll be sure to keep sharing my experience with friends and family whenever given the chance.  I don't have a question here...just left truck-less and wanted to share my experience for any other unsuspecting buyers.

This why I drive older vehicles and have more than one. Even when in business we always had backup trucks ready to go. In your case you already spent enough to have a good used vehicle as a spare. By the time you’re done a pretty decent used vehicle. I know, I know, you don’t except a new vehicle to break down. Or at least so many you can’t get a loner from the dealer. I only had one failure in 50 years. The dealer had me going quick. Times have changed. 

[WaltW]

Having a backup vehicle sounds wonderful in theory.  I hear you.  And I don't expect vehicles to never break down.  But TWO engine replacements over two vehicles in less than three years from the same manufacturer is unacceptable.  But what's more unacceptable is the lack of parts, loaner vehicles, or customer care.  There is no way this should be happening as long as it has.  Thirteen vehicles laid up at just ONE dealership?  How many are laid up across the country?  None of this is through any fault of my own...it will be a pleasure to speak with my wallet in the future...and to share this unprofessional experience with my friends...one of which already had to file a lemon law suit on a GM truck a few years ago. A timely repair to this situation is the bare minimum that should be expected...

 

[KARNUT]

7 minutes ago, WaltW said:

Having a backup vehicle sounds wonderful in theory.  I hear you.  And I don't expect vehicles to never break down.  But TWO engine replacements over two vehicles in less than three years from the same manufacturer is unacceptable.  But what's more unacceptable is the lack of parts, loaner vehicles, or customer care.  There is no way this should be happening as long as it has.  Thirteen vehicles laid up at just ONE dealership?  How many are laid up across the country?  None of this is through any fault of my own...it will be a pleasure to speak with my wallet in the future...and to share this unprofessional experience with my friends...one of which already had to file a lemon law suit on a GM truck a few years ago. A timely repair to this situation is the bare minimum that should be expected...

 

It’s wonderful because you get to drive different vehicles. My insurance is cheaper and I get to drive different types of vehicles. My most expensive is a collector car with collector car insurance. My cheapest is my avalanche that I would drive anywhere. It’s a seasoned vehicle from GMs best years. My 14 GMC broke me from the new truck habit. I didn’t trust it. As you can see with your last two the problems aren’t insulated. I just missed a 2012 Escalade with 85K miles thinking about it. No cylinder deactivation etc. It was 14K, what a deal. I’m still kicking myself.