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Cadillac’s Customer Experience Should Be Improved, Says VP

Mahmoud Samara, Vice President of Cadillac North America, thinks that the increasing availability of electric vehicles should lead to an improvement in customer experience.

Samara was one of 19 auto executives asked by Automotive News to provide a wish list for 2021. “In preparation for our all-EV future, we would like to see customer experience reimagined to empower customers to do business on their own terms,” he responded. “In order to do this, Cadillac will be pioneering solutions that are personal, predictive, efficient, innovative, simple and transparent in both our dealerships and contact centers.”

This is a subject close to Samara’s heart. Prior to taking up his current position in August 2020, he served as GM’s Global Director, Customer Experience before moving on to become Managing Director, Cadillac Canada.

“To make it easier for buyers to buy, we have to make it easier for the sellers to sell,” he added. “How do we take complexity out of the business? How do we take complexity out of the process for the customer, and how do we take complexity out of the process with our dealers?”

The process of improving customer experience has already begun, even before the first Cadillac EV makes its debut. Cadillac recently launched the Cadillac Live virtual showroom, which was designed to generate leads for dealers and provide information to customers. This proved particularly useful when dealerships in some states were forced to close due to the COVID-19 pandemic.

A similar thought process is at work in General Motors as a whole. At the start of the pandemic, GM enhanced its Shop. Click. Drive. retail tool to include pricing transparency with third-party websites, an option for customers to test drive vehicles on their own terms and a real-time credit application. Leads from Shop. Click. Drive. have increased threefold since the update, according to Samara.

Although Cadillac does not sell any EVs at present, they are expected to make up half of the luxury brand’s line-up as soon as 2025. The first will be the all-electric Cadillac Lyriq midsize crossover, which was revealed as a near production-ready show car at the same time that Samara took up his new role.

The Lyriq is due to go on sale in the U.S. nine months ahead of the original schedule in the first quarter of 2022. It will be followed by two more crossovers called Optiq and Symobliq, the Celestiq flagship sedan, an EV version of the fifth-generation Escalade full-size SUV and a vehicle known only as the “low-roof” EV, which GM Authority understands will be something of a cross between a sedan and a four-door crossover coupe.

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David has been writing about motoring and motorsport since he was 13 and racing since he was 19. He is British, and therefore apologizes for taking up too much of your time.

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Comments

  1. You know what would improve Cadillac’s user experience? The customer service AFTER Cadillac already has your money, know the car, know the service for the car, and have loaners for all services that will have the customer sitting for more than an hour. The dealers that I have been to don’t have the proper oil in stock for my CTS-V, they tried to rotate my tires (rears are larger than the fronts), they even thought something was wrong with my exhaust because they never heard a Cadillac that “sounded like a Corvette”. I try to avoid dealerships at all costs.

    Reply
    1. Echoing Mark’s comments; in my experience Cadillac service is borderline pathetic. I sold my ’16 XTS as servicing and repair work was less convenient and more time consuming than on my 18 year old Ford truck. The local Caddy dealer, co-branded with Buick and GMC is extremely cordial, but has no loaner vehicles, limited ability to provide a ride back home after dropping your vehicle, requires an appointment for a routine oil change that may be a week or more out and has never returned my car as clean as I left it, leaving me to often clean grease and smudges off the exterior and interior trim. Casual observation tells me they have all the work they can handle with GMC trucks and SUVs, I cannot imagine how little attention the owner of a Buick Regal or Encore must receive. A suggestion to GM. spend some time in a Lexus dealer if you want to see how a customer should be treated. They’re not perfect but they don’t leave you staning in the service drive for 45 minutes trying to figure out if your should walk, call and Uber or wait for their driver to show up for a 5 minute ride home.

      Reply
  2. Just try to order a 2021 CT4 with the optional 2.7L engine. I dare you! Since I placed an order with a local dealer on Nov. 28, the 0% financing incentive has expired. Meanwhile, Cadillac will not confirm when or if it will build the car that I ordered. It’s not clear whether the UAW goons or incompetent GM management is at fault. They all blame it on COVID19!

    Reply
    1. You must be a Democrat to call workers who have no say in the scheduling process “Goons”. You are sooooo classy, you could have been the new president.

      Reply
      1. @Dan: A reality check. The Democrats are mostly on the side of UAW workers. I think you have your “alternative facts” mixed up.

        Reply
        1. Reality check for you. Most UAW workers aren’t Democrats, just the Union Reps

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          1. The fact is, Dan, if it takes GM four months to build a car with all their expensive technology/robotics, etc., it’s a pretty sad statement on American manufacturing. The Japanese manufacturers are not saddled with union labor and the concomitant costs associated with delivering top notch vehicles to the public. Like the guy says, Cadillac management ought to visit a Lexus dealership sometime to learn about customer satisfaction. BTW, how’s your socialist Governor working out in Michigan? She’ really classy, eh?

            Reply
            1. Jim, I’m unsure where you get your information about how long it takes to build a car but it’s not 4 months. It may take 4 months if you order a car but that has zero to do with union labor. Unions don’t set up scheduling, they keep workers fairly paid. I don’t care that unions protect some loser employees but they do in a few cases. You cannot blame a production worker for lousy engineering or faulty production equipment. A finished product is only as good as the pieces provided to put it together. GM management is responsible for “ship it”, not the worker. You might be amazed how many parts are sent to a production facility which are defective, 8 speed transmissions included and here you are, blaming the union worker for defective cars. If you think the Japanese cars don’t have problems you are sadly ignorant too. The exact reason they don’t have union workers is that they pay their workers union scale money to keep them non union. Service writers at Japanese car dealerships are no different than at a domestic dealership, they are there to sell you service whether you need it or not. And they do just that.
              I know of a Japanese dealership in California that has 104 service bays, now why do you think they have 104 service bays if their cars are so damned superior? The reason they have a better reputation is because they want repeat customers and customers are made on the service drive where GM sucks with their attitude toward their customers who show up faulty components on their “Under Warranty” vehicles and get smoke blown up their ass by GM.

              Reply
              1. Dan, I never blamed UAW workers for faulty products, parts or build quality. Perhaps you should sharpen your reading skills. My complaint with labor and management is the slow process and indefinite scheduling which results in a four-month lag from the time a customer ponys up a deposit until the car is delivered to the buyer. If you care to deny it takes this long for Cadillac to build a 2021 CT4 with AWD and the vaunted 2.7L engine, be my guest. And, don’t even think about ordering the $625 Metallic Green paint. Is this clear enough for you?

                Reply
                1. It isn’t the fault of any laborer. We are in difficult times to be sure and scheduling global parts has to be unreliable. I paid for some wheels and tires from a certain retailer back in November but I have to wait until the 25th of January to get one of the tires made. It’s frustrating to be sure. The color you want is not a really popular color, as a matter of fact, back when I was in the car business, Green cars were called “no sale green” at the auction. I do agree that if they offer a color you should get that color, hey it’s your car. I had a Camaro built in 2019 and it took around 10 weeks to arrive form Lansing to California.
                  It’s a very nice 3LT model but it unfortunately has the 8 speed automatic and is already slipping between gears at only 1250 miles. So good luck on your purchase, maybe GM will hear you on your concerns. You might even call a Cadillac GM rep and express your thoughts and achieve some agreement. Hopefully you’ll get better service than I did on my 3 year old Silverado when the dash started cracking all to hell. China sourced plastic dash of course.

                  Reply
          2. Dan, I didn’t say most UAW workers are Democrats. What I said is that Democrats are mostly on the side of the UAW workers. Kind of an important difference there. And how exactly do you know that most UAW workers are not Democrat? Just curious.

            Reply
  3. I bought 14 new Cadillacs from a Cadillac only dealership in NJ. The buying and service experience was always excellent. I have since moved to Florida and have bought 4 new Cadillacs from a Cadillac, Chevrolet dealership and feel as though I’m being treated as a Chevrolet customer. The service isn’t bad, but its not up to Cadillac standards. In fact they denied me a loaner once when my CTS was in the shop for more than a week. I was forced to complain to Cadillac Customer Server for resolution.

    Reply
  4. Just try to purchase a new Escalade from Earnhardt Cadillac in Scottsdale Az. at an agreed price, when ordered months in advance and then they turn around and want 2/3000.00 dollars more.
    Great Experience Right
    (Just No Bull ) as there Advertisement promotes

    Reply
    1. What was executed before hand? If by agreed, you mean a handshake, yep your sol (likely, but I’m not familiar with the laws in AZ) Here in CO, if you had all your ducks in a row and could provide documentation, even without a signed purchase order, you still could sue for performance (them to do what the 🤡 sd they would). Sounds like a lame situation tho. 🙁

      Reply
  5. How can you improve a customer experience when you won’t cover a “design flaw” under warranty like the 8sp automatic that you stuck thousands of buyers with. Take car of your customers GM or they will buy competitors vehicles. Simple math.

    Reply
  6. Yada, yada, yada, talk is cheap. It’ll be the same old GM, crappy interiors and decontented, overpriced vehicles. GM will abandon EV’s in 5 years and tell us hydrogen is the next big thing.

    Reply
    1. For a while they were doing good. It’s a shame my XTS interior looks better than anything in the current Cadillac lineup, short of maybe the new Escalade.

      XT4-5-6 are just a sea of black, and the passenger rear area, like the doors, look like Chevy junk.

      Reply
    2. While I’m a huge proponent of electric vehicular, I hope your snide lil comment comes true, as I’d love to see hydrogen power become the next big thing.

      However, I could totally see us becoming hostage due to supply/demand by all the corps that produce/refine hydrogen. Still better them gas vehicles tho… (likely electric cars too, they can be pretty damn dirty to produce and potentially charge.

      Reply
      1. You’re the perfect candidate for bicycles only transportation. If you want hydrogen buy hydrogen, if you want electric buy electric but keep your mitt’s off my ICE power. This used to be the United States where people were free. If you don’t like gas fumes feel free to wear a mask.

        Reply
        1. Hmm; well you good sir, seem like a good candidate for a lobotomy! Then again. we eventually found out that those too, were worthless. 🤷‍♂️

          I’m betting from your response that you generally don’t take the time to find out where the other your communicating with is coming from, fully listened to what they even had to say, or your just looking to interject your politics into the topic. HTF you got the impression I wanted to outlaw or do away with your “ICE” vehicle as you call it, is beyond me.

          About time though for another hit off the glass pipe, or maybe another dose of Tool-aid from Fox News, eh buddy? …..There you go, that’s a good girl…. drink your juice Shelby.

          Reply
          1. ARGO

            Reply
  7. Service after the sale would be great. The service I get now is the same as it was when I had a Chev. I recently had an update to my XT6 after which I lost the wireless Apple Carplay I had plus some other changes that took me two weeks to correct on my own with little or no help from GM. The update blocked out Onstar and they were the only ones that gave me any help whatsover. I will not let the dealer do any updates to my vehicle unless they guarantee that everything will be working as it should before they return the car to me.

    Reply
    1. Service between a Cadillac and a Chevy should be no different, they make both on the same assembly line and Cadillac uses Chevy powertrains.

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  8. I agree. After sale service is very important to encourage repeat buyers. Ive been servicing my cars at the same dealer for over 20 years. But within the last couple years things have really gone south quickly. Simple oil changes result in broken emissions components. Also they’ve gone the route with their good / better / best oil changes like they fly by night lube places. Nowhere in the owners manual does it advise these additional additives. And their service coupons never seem to apply to the work you’re having done.
    My daughter is looking for an XT4 and she visited the Cadillac website to build it. When a local dealer contacted her to come in and see the car she built it was missing the heads up display she had to have. When I pointed that out to the salesman he asked how I knew that. Product knowledge??
    I’m one of those people who will will put up with a lot and will probably continue to buy cadillac til I die. But future buyers may not be so accepting of a subpar experience for a premium price

    Reply
  9. The greatest challenge is to lose about half of these dealers. GM its buying some out but more need to go.

    Some dealers are serious bout what they sell while others are just seen as added profit with a Cadillac dealer hung on the side of a Chevy dealer.

    With so many dealers it leave so much competition that it drive down profits and hurts all the operations.

    GM needs less dealers per metro area and they need to get more of them that are Cadillac only.

    One thing customers could do is to be more discriminating about the dealers they work with. If you go to a Cadillac dealer that sells 4 other brands in the same show room odds are the service is not going to be what it should be.

    Reply
    1. To be honest, if I have to drive an hour to buy a new Cadillac or o have one serviced, I will change brands after 18 new Cadillacs and 40 years of loyalty. BMW, Audi and Mercedes all have dealerships in my town. I’ll probably just buy on one of those.

      Reply
  10. I have purchased my second new Cadillac form the same dealer in oak lawn Illinois my first purchase was impeccable. I have always said that the heart of a good car purchase is the service department with that being said my second new car purchase has just been a nightmare every time I take my car in for what ever service warranty issue I have I have to return for the same problem sometimes up to four times so I finally got tired of it and put a bad review on google and the next day I received a phone call from the service advisor to take my car car that I purchased from them to a different Cadillac dealer for service because they can’t seem to make me happy.
    So I called my sales rep and told t him what they said and he verified that that came from the owner directly and there is nothing that he could do for me.
    Since then I’ve been to other dealers that won’t service me because these issues should be resolved from the purchasing dealer.
    One of my service issues was a bad driver seat cover and they did try to help me at one dealer until the saw that the new seat cover that was not installed correctly was duck taped back together and they refused to fix the problem I was told to take it back to the purchasing dealer again.
    And Cadillac customer service has done nothing for me either.
    Cadillac is no longer Cadillac I might as well buy a chevy

    Reply
    1. Ricardo,

      Frank Shirey Cadillac was just sold to Napleton Auto Group. It has been renamed Napleton Cadillac. I am the Sales Manager for Napleton Cadillac of Libertyville and can tell you that won’t happen. Please reach out to them again. I think you will see a difference.

      Reply
  11. As much as I bash Cadillac/GM for being so damn cheap where it counts, I will admit that my dealer(Cadillac only) treats me very well and has provided me with top notch service every time I have been there for recall items or routine maintenance. I get a choice of a loaner and although the service is slow it’s not like I’m stranded. Are they perfect, no but I have never felt like I did when I had my TBSS at the local Chevrolet dealer who tried to convince me the repair job was complete when I could plainly see it wasn’t after 2 weeks.

    Reply
  12. Was planning on buying or leasing a Cadillac the next time but after reading these posts and all of the problems I had with GM Financial where I had to contact my State Attorney General because of their billing practices……. first time ….. last time …. I’m done with GM.

    Reply
    1. @RinkRat: Sorry to hear about your problems there. But don’t give up. If I may, here are a couple thoughts. First, I’ve financed vehicles through Kia, GM Financial, Chrysler Financial, Ford Motor credit and numerous banks and credit unions. From my personal experience, GM Financial has been outstanding. Maybe give them another chance or you can always buy a Cadillac and finance with someone else. Second, my suggestion would be to find a stand-alone Cadillac store.You will certainly get better attention and service if they work only with Cadillac. Before going in, check out their website and the people who work there. Pick someone that you feel would work with you in a way that you like. What I mean by that is you can learn some about them from the profile. Maybe you prefer to work with a person that mirrors you (yes, I do this and it works even if it doesn’t seem politically correct). Call that person before going in and don’t be afraid to ask them some questions to see if they would be a good “match” for your buying needs. If you find that good match, your car buying experience will be so much more pleasant.

      I’m now in my 18th year of total auto sales and this has been successful for me in terms of selling and buying both. And if you are interested in buying a Cadillac, let me know as I have connections with numerous dealers around the country and can personally vouch for some very good ones. Hope this helps.

      Reply
  13. This is a really tough one and a sticky subject in many ways. First, I think society has gotten to where we (me included) just expect too much. I see this at the Volvo store and now Mazda is attempting to move up-scale. These are not easy things to do. But let’s take the Chevy/Buick/GMC owners vs. the Cadillac owners (this holds true to other brands like Toyota/Lexus). Because someone can only afford a Chevy, should they not be treated as well as the Cadillac buyer? To a person buying a $20,000 Chevy, that may be more to them than someone buying a $50,000 Cadillac. And let’s remember that many Chevy owners are paying more (Suburban High Country or whatever the top model is) than what some Cadillac buyers are paying. So there is a really difficult line to walk there and it does stand for reason that a Cadillac buyer should expect a little more. But what and how? Now, when you have combined brands at the same dealer, then what? I’m just saying it’s not easy.

    I’m speaking from total experience when I say that dealers are their own worst enemy. The biggest problem is that new car sales just don’t have the profit (for the dealer) that they used to. This creates other ways that they attempt to make up profit (after market junk, service up sells, etc). I blame this on the internet with customers now having too much information at hand. On top of that, dealerships are just money driven with everything set up with making money no matter the cost to the customers. Again, this is not an easy thing to navigate and the dealers must make money or they can’t stay in business. After so many years of working in nearly every part of a dealership, I have my thoughts on what really needs to be done. However, there isn’t the space on here to list the remedy’s and even those wouldn’t be perfect.

    Reply
    1. I understand the sentiment that everyone should be treated well, whether you have a Chevy Cruze or a CT6. But the reality is; when you buy a Cadillac (or Lexus, Audi, Mercedes) one of the things you expect of the premium brand and price is premium service. And from the vast majority of these comments, Cadillac is failing there. Fundamentally, the problem is the blended dealer concept. The Chevy customer, even in an 80k truck, just does not have the same expectation of a service department as the Cadillac customer. And the Chevy business model is built on volume, whether it’s in sales, parts or service. Cadillac is more of a boutique brand, higher margins but lower volume. Baked into those higher margins is the expectation of superior service. Think of it like a restaurant, the best steak at Applebee’s is still served in the Applebee’s environment by the same server providing beer and burgers. Go to a great steakhouse and order their least expensive steak, you still get the ambiance, experience and service level that restaurant has to deliver to their $100 a plate client, even though your basic sirloin probably isn’t much different than the one you got at Applebee’s. And that steak house steak probably cost 40% or better more than the Applebee’s steak, despite the similarities. You’re paying for the experience. At the blended dealer, everyone gets treated the same, typically less than exceptionally. Human nature makes it very difficult to consistently treat the Cruze customer with indifference then treat the Caddy customer right behind them regally. I’ve never seen a blended Lexus dealer and Lincoln also seems to be eliminating the multi brand store. GM will need to incent dealers to invest in the Caddy specific dealer and service drive then give them superior products to drive clients to those stores. Rural markets are problematic but GM will have to buck up, strategically determine where they need to have store and support those lower volume locations in the name of a consistent brand experience regardless of location. That’s the price of building a strong brand reputation.

      Reply
      1. @wjtinfwb: Very well stated! I absolutely agree with you. If you look at my posts above, you will see that I do personally feel it’s best to attain a Cadillac from a stand-alone Cadillac store.

        Reply
        1. That has been my experience.

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  14. Oh, by the way, if you want to order a CT4/CT5 in the new Metallic Evergreen (a $625 option), fuhgetaboutit. Seems the Lansing plant has plumb run out of this color for the rest of the 2021 model year. No mention of this, of course, on Cadillac’s website or its configuration feature.

    Reply
    1. Wow, really? I’m surprised there would be that many people that would that color. The unit in the color would be an absolute deal killer, let alone asking for it specifically. :cringes:

      Eh, to each his/her own I guess. 🤷‍♂️

      Reply
      1. It’s a beautiful color, and it just shocks me to know they ran out of paint this early in the model year. Meanwhile, the Cadillac boys are hard at work on the 2022 Blackwing models, don’t ya know.

        Reply
        1. Jim: They ran out of that color (which I also like) because they over-spent on the new GM (or should I now say gm) logo and didn’t have enough money for more paint! haha.

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        2. Incorrect, but I will agree with in that that many people ordered it. However, maybe not nearly enough did order and they abandoned the color, just saying its out? Could be an issue from the supplier as well, and maybe no one will be getting that color. (honestly, it’s likely for the best really!)

          speaking of Blackwings, wtf did Cadillac spend all that money to develop that amazing V8 just to kill it off one year later?! Sounds like other divisions of GM wanted access to the power plant and Cadillac shut em down. Just like all the development costs for the CT6 then to kill it off after ONE year? There must be some pretty weird politics within Cadillac, that or just some real dingalings at the top! 🤔

          Reply
  15. On the plus side, my local, stand alone Cadillac dealer has been marvelous to deal with. As a first-time Caddy buyer, I expected no less. And, the $75 incentive to take a test drive appeared in my mailbox in less than a week after I completed the paperwork at the dealership. Now, if I can just take delivery of the car in less than four months from the date of the order, that would be great.

    Reply
  16. I tried mobile showroom 3 times. Never got contacted or emailed. About a month later some young girl called and I made an appointment to order an Escalade, from my local dealer.In the meantime I asked her to send me a brochure. She said “Sure. I will send you information.” It never came, so I contacted her and told her. She said she “Forgot”. When I asked about the brochure, she told me they don’t do that anymore. So then she texted some blurry pictures she took out of some notebook she had. I cancelled the appointment.
    When I am buying something that is in excess of $100,000, I expect them to at least “Act”, like it is more than a used Chevy Vega!

    Reply
  17. Cadillac simply has ZERO customer support !!

    GM simply has ZERO customer support !!

    The Cadillac and GM customers HAVE dealer support !!!

    When you have a concern with your Cadillac or GM vehicle, the DEALER is the ONLY support you CAN receive !!!

    When you call the Cadillac support number, or GMC support number, you get a person who KNOWS ABSOUTELY NOTHING ABOUT A GM VEHICLE !! And routs you RIGHT BACK to the dealership that COULD NOT help you in the first place !!

    Cadillac and GM just have HORRIBLE customer support !!!

    OK so HORRIBLE customer support, some would say, would be ok for a cheap Chevy, ( I do not agree ). YET a luxury vehicle at the TOP of your offering, should have a CUSTOMER SUPPORT system that SUPPORTS THE CUSTOMER !!!!

    And the MAIN trouble here IS, The Cadillac DEALER IS the CUSTOMER, to GM !!

    The CUSTOMER , the HUMAN who drives the end product Cadillac or GM DOES NOT WANT TO DEAL WITH !!!

    And IF you have ever called the Cadillac line, this is obvious on how you are treated, as a human who purchased their product !!!

    This goes out to the Cadillac dealers here, there is just to much money doing NOTHING at the dealership level !!

    This goes out to GM, there is just to much money doing NOTHING in GM !!

    My last Cadillac out of 5 I have owned, has been a HORRIBLE experience !!!!

    !!!!!!! JUST HORRIBLE !!!!!!!!

    And I place the BLAME on GM and NOT the dealership !!!!!!

    MOST if not ALL of the troubles have had to do with KNOWN FAULTY issues and parts !!!!

    NOT wear issues or routine service !!!

    If I NEVER had to go to a GM dealership again, for a simple design flaw or ” KNOWN FAULTY ” part it would be great !!!!

    Just because GM is selling EV Cadillacs DOES NOT change HOW the CUSTOMER is treated !!!

    And as an $80,000.00 Denali HD owner it WILL just piss me off even more if when I buy a $70,000.00 Cadillac I get better service than I do on my $80,000.00 truck !!

    Long and short of this IS, this is just ANOTHER ” reset ” trying to be done by GMs marketing team!!!!

    They are saying ONCE AGAIN ” you just wait, and wait, and wait, and wait, and wait, it will get better !!!

    And it NEVER seems to get better, JUST THE SAME OLD GM, yet they got one more dollar, for the OLD WEALTHY WHITE MAN, to do NOTHING with !!

    Reply
  18. I have been fighting with Cadillac division and GM customer service about reimbursement of monies I outlaid for replacement of defective headlights on my 2012 SRX luxury that they notified me SEVEN(7) years later about reimbursement to all who had the headlight problem. Have been a loyal GM since 1953, Oldsmobile,Buick and since 1974 Cadillac.

    Reply
    1. Thank you for your comment, Albert. For your security, we have removed your contact details. We do not represent GM and are unable to help with your problem, so I can only suggest that you continue trying to contact GM/Cadillac direct.

      Reply
  19. FYI, your incessant use of exclamation points = breeze right past–next!!

    Reply
    1. Mikel Zulander,

      I assume me as I always type with !!!!!!

      Or CAPITALS !!!!!!!

      Thanks for taking the time to NOT comment on a vehicle, or vehicle experience, yet waist more of your time NOT reading my post yet replying !!!!

      Ha, Ha, Ha !

      Reply
      1. Oh I think you’ll find I’ve commented plenty in this particular article. Anyway, you clearly took a lot of time to get all that out of your system (hopefully you were able too, anyway?) so unless that was just a form of therapy and your not concerned at all about people reading what you have to say, then by all means, you do you!!! 😁 Notwithstanding, you saying that you “always” use caps or insert excessive exclamation points when you write, well you might be surprised to realize just how many people just skip right tf past your comments, as such writing styles generally instantly tip off the reader that the comment is most likely not worth their time and to move on… again, you do you, just trying to give you a heads up there pookie. 😏😉👋🖖🙏

        Reply
        1. Mikel Zulander,

          Yep I’ll just be me !!!!!!!!!!

          It IS just therapy for me.

          All I am trying to do is just point out the FACT that GM simply has NO customer support !!

          This is not an opinion !

          It IS a FACT !

          ANY ONE hear can TRY to prove me wrong.

          It can simply NOT be done !

          GM is a vehicle manufacturer, plain and simple !

          GM DOES NOT work on a vehicle .

          Even if one could get a GM engineer to look at a problem, that engineer or any other GM employee simply does NOT touch a customer vehicle !

          This is the dealerships JOB !

          And the dealership is NOT owned by GM and GM has ZERO power over a dealership, as a dealership is a franchise and those LAWS prevent it !!

          Just like GM closing Cadillac dealerships !

          GM is spending MILLIONS to close those dealerships, as they are OWNED by OTHERS and NOT GM !

          Thanks for your advice Zippie !

          Reply
          1. LoL – Zippie!!! I love it! 👌👍🖖✌🖕

            Reply
  20. Honestly, I’m LMAO at all these comments. Why do you keep coming back for more when you already know it’s bad?
    My family were pure GM until 2006. Leased our first ever non-GM automobile, a Lexus ES330.
    BLOWN AWAY by the OWNERSHIP experience. From shopping to sales to service, body shop, guaranteed Lexus loaners, not shuffled off to a rental car company.
    We went back in 2011 for a CTS and it was a joke. Loud clacking V6 motor, MANUAL passenger seat adjustment, non functional blue tooth buttons on steering wheel because we didn’t buy a model with an upcharge entertainment package. Cadillac REFUSED to change oil until a month before 24 month lease ended because the oil life computer said it wasn’t time. Lexus provides first two maintenance visits NC including air filter changes, tire rotation, oil changes, AC cabin air filter change e.t.c.
    Lexus even sent an Uber driver to pick me up at THEIR expense to bring me to the dealer so I could pick up a new Lexus loaner while my car was being serviced.
    There is no limit to what Lexus will do to please their customers.
    Somehow, my payments have managed to stay the same for the past 14 years over 10 cars while the MSRP of the cars I’ve leased had risen from $37,000 to my current 2020 at $48,000 – the most expensive car I’ve ever owned.
    They just “get it”. What it takes to be the number two selling luxury brand in the US in 2020 ahead of every other luxury brand by nearly 100,000 units other than BMW.
    They consistently lead in quality awards from J.D. Power year after year.
    I used to be a domestic car purist whose family supported Chevy, Buick and Pontiac.
    For the prices GM expects for their products these days, you SHOULD expect to be treated like a valued customer. But it will never happen. They’re just not capable.
    I’ve shopped and at least test driven every major luxury brand over the years including Audi, Acura, BMW, Cadillac, Infinity, Lexus, Mercedes Benz, Porsche and there really is no comparison.
    If you build a quality car from the beginning, you have far less chances of diminishing that brand experience by requiring repeated visits to the service department.
    For those of you willing to fork over this kind of money for automakers like Cadillac who are still just the same old GM from decades ago, trading on their name and reputation that once stood for something long ago, you are robbing yourself of the opportunity to experience a true luxury OWNERSHIP for yourself.
    Open your mind, take a look around, and fo what I do. Vote with your wallet. If you’re not getting what you pay for, or expect, stop.
    Look around. There are alternatives.
    I’m on my 10th Lexus in 14 years and have yet to be compelled to switch brands because I know the ownership experience will just not be the same, from showroom to daily driving to service.

    Reply
    1. Thank you Rosa. And now back to our regular program after that brief advertisement from Lexus.

      I don’t care about being coddled as much as I care about buying anything but a Japanese brand car. Period.

      Reply
  21. After first telling me my CT6 8 speed was fine, I took it back again and they changed the hydrolic juice. After about 600 miles it is working perfectly now.

    Reply
    1. And there is a 2019 Camaro sitting here with 1258 miles that has to be taken to the dealer for a transmission slip. This is an inherent problem with the 8 speed transmission which should have been remedied long before the middle of 2019. And in 2020 the issue still continues. GM says it’s just a design flaw. Well then replace your flawed design under warranty GM.

      Reply
    2. How you liking your CT6??? If yours has the redick 36 speaker sound system, thoughts?

      I’d love to have seen them give the car a chance. Then again, I’m certainly not privy to the full picture including financials, that went into the decision….

      Please tell me yours has the Blackwing? (its okay, you can lie to me about that part if you like – lol)

      Reply
  22. I am starting to agree with your writings today as I was a GM products owner/lesser since 1953 for Oldsmobiles,few Bucks and many Cadillac. From 1991 thru 2012 I changed to Lexus vehicles and was extremely satisfied with each car/SUV and the dales and fine service. I went back to Cadillac in 2012 for a SRX LUXURY and has a problem with the headlights that they never took care of and I had the faulty lights replaced at my expense. I traded the SUV in 2015. To my surprise in March of 2019 GM/Cadillac notified me that they would reimburse what I outlaid for repairs after SEVEN(7)YEARS. I was turned down because I did not have my original paperwork after these SEVEN(7)YEARS. To this day in 2021 I am still fighting with GM to get my monies. I am driving a 2019 XT5-LUXURY which so far his been great and the agency I use has been like a Lexus one. I have been a loyal GM products client since 1953 have been treated poorly with my problem in the 2012 SRX. Hopefully GM will make reimbursement soon. WHAT A WAY TO TREAT A CLIENT. Albert Barkov😢😢😢

    Reply
  23. Hmm sorry sir, you can’t have your own facts (can we say the word Blackwing, Pookie?), just your own opinion. Moreover, when your ill-advised, it clouds your opinion and makes one sound like a knuckle dragging idiot. I suspect you chose not to study economics in school or familiar with the concept of branding, eh’ dump-lin?

    Hey, where’s your bottle at Shelby?! The adults are trying to have a conversation! 😉😉😉

    Reply
  24. Are you from Alabama?

    Reply

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