G.M. Does Not Stand By Their Enclave
We purchased, new, a 2010 Buick Enclave. The car is out of warranty and has 155K miles on it. The car is in excellent condition and we have previously not had any problems with it. Last fall the car developed a very unusual problem: While driving, the automatic door locks will go up and down followed by the car shifting into a much lower gear. After a few seconds, the car shifts back to where it was. This can be very dangerous when driving at higher speeds as the shifting to a lower gear causes the car to suddenly slow down dramatically (and the RPM’s to increase substantially). The problem is intermittent and does not provide any diagnostic messages.
We took the car the dealership where the car was purchased. The mechanic thought he knew what the problem was and replaced a part. This repair cost $700. The car was returned to us and after two days the problem reappeared. We returned the car back to the same dealer. They were somewhat uncertain what to do next and contacted G.M. who provided the mechanics with things to check and potential solutions. The mechanic did what G.M. suggested including checking grounds. They test drove the car several times and the problem appeared to be fixed. The car was returned to us and worked for a couple days. After a couple of days, the problem reappeared again. We returned the car back to the same dealer. At this point I started to deal directly with the Service Manager. He agreed that he would try a few more things and not charge me. After a few weeks the Service Manager called and said they need their car back, so fill it up and get back by 6:00 pm that day, your car is fixed. We picked up the car and in the 10 mile drive home the problem recurred 20+ times. I immediately called the Service Manager who did not return my call. I then contacted the President/Owner of the dealership and he agreed to look into the situation. The Service Manager then called me back. At my suggestion, we agreed that I would call the Buick Customer Service number provided in the owner’s manual. The Service Manager also provided me with a secondary Customer Service number.
I called the Buick Customer Service number and explained the situation to the representative. He responded that I needed to take the car back to the dealership and have them try to fix it (and I need to pay for it). I explained that they have had the car for three months and have not been able to fix the problem and that I have paid $700 for them not to fix it. He replied that my only solution was to bring it back to a dealer and have them fix it (and I need to pay for it). I asked to talk to his manager and he said there really was no need to because she had the same training as he had and the answer would be the same. I asked to speak to her boss and he indicated that “that wasn’t going to happen”. He finally agreed to having his boss call me back. She never did.
My wife then called the number provided by the Service Manager and explained the problem to the Customer Service Representative (Rita) exactly how the Service Manager told her to. Rita proceeded to talk to my wife as though she was an idiot. Rita agreed to talk the Service Manager about the problem. A day later, she called my wife and told her there was nothing G.M. could do and the case was closed.
To summarize, I now have a 2010 Buick Enclave in excellent condition and new tires with a $7,700 Blue Book Value that is too dangerous to drive, can’t be fixed by the manufacturer’s own service department and therefore basically has no value and G.M. intends on doing nothing about it. I paid $700 for all of this. I would very much like to understand G.M.’s (Buick’s) philosophy on standing by their product as well as their views on training Customer Service Reps. Obviously this will be the last G.M. product my family will purchase.