January 17, 2017 at 8:32 am #149709
I have a 2016 Buick Regal with 11K mikes. The windshield recently developed a crack in the left lower corner. The crack started at the bottom edge (below the dash) about 8 inches from the lower left corner. Over several days, the crack slowly spread up and to the left, ending at the left edge of the windshield about 6 inches from the lower left corner. The crack is in the inner laminated glass only.
I took the car to a Buick dealer to see if the windshield can be replaced under warranty. The service advisor claimed it was a stress crack, but wanted to check with the GM Zone Rep. before proceeding. After waiting a week without hearing from the dealer, I contacted them and was told the GM Zone Rep. denied the warranty claim because he felt something hit the windshield causing the crack. The windshield has no signs of any impact on it. The GM Zone Rep. never actually inspected the car.
I also took the car to a glass shop for their opinion. The glass shop claimed the crack was caused by either a defect in the windshield, improper installation, or body flex.
I then contacted Buick/GM Customer Support an spoke with a Senior Customer Relations Specialist. Their response was the same, denying a warranty claim to replace the windshield.
Apparently is is a known issue on 2013-2014 Buick Regals. Looks like the problem was not corrected the first time around.
Buick/GM will not stand behind their vehicles and honor their warranty for a problem caused by poor assembly or materials.
Over the years, I’ve purchased 7 new GM cars and trucks. Never had issues with warranty claims until now. It only takes one time to loose a customer.
At this point I have no other option but pay to have the windshield replaced myself.
January 18, 2017 at 8:18 am #149837
We understand your 2016 Regal has developed a crack in the left corner of the windshield and that you’ve been working with the dealer and our customer care team. We’re very sorry for the frustration this situation has caused. Please know we take this seriously and appreciate your loyalty to GM over the years. As a result, we’d like to review this further on our end. Could you please send us your VIN along with a picture of the windshield via email to [email protected]? You can put ATTN: Regal Windshield in the subject line. Once we receive your email, we’ll forward this information to the appropriate teams at GM for additional investigation and to ensure they’re properly notified of the concern. We hope to hear from you soon, and sincere apologies for the ongoing inconvenience.
GM Customer Care
- This reply was modified 1 month, 1 week ago by GM_Customer_Svc.
February 14, 2017 at 6:50 am #152124
Update on this. After escalating the issue, Buick/GM relented and agreed to replace the windshield under warranty. I dropped the car off at the dealer in the morning, got it back later that day. Nice clean installation. I’m satisfied with the outcome although it took some time and effort to get there.
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