Five Ways GM Is Infuriating Its Customers Today
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There is a growing cache of issues that dissatisfy owners of General Motors vehicles today. Below are what we at GM Authority believe to be the top ways GM is currently infuriating its customers.
As a way of introduction, over nine years ago, General Motors said it had a new take on customer experience.
“We’re no longer thinking about a vehicle sale as a transaction or a singular event,” Alicia Boler-Davis, who served as U.S. Vice President of Customer Experience and Vice President of Global Quality, was quoted as saying as far back as 2021. “We’re thinking about it as part of a relationship between the customer, the dealer, and GM.”
And even as recently as the beginning of 2020, The General’s luxury brand – Cadillac – admitted that the marque’s customer experience could be improved. Based on the items listed below, the automaker’s initial promise seems to fallen flat, while this latest commitment from Cadillac has yet to play out.
So, here are what we believe to be the top five (ok, top six) issues frustrating GM customers, though the list could certainly be longer. Ironically, it’s Cadillac that keeps coming up.
1. Cadillac SRX Headlights
In April 2019, a class-action lawsuit was filed in Detroit against General Motors alleging the 2010-2015 Cadillac SRX crossover (the second-gen models) came equipped with faulty headlights. That same month, GM settled in a separate class action filed over the same issue, agreeing to reimburse certain SRX owners who had paid thousands of dollars out of pocket for headlight repairs.
A year later, GM Authority and its sister site, Cadillac Society, continued to receive messages and emails from Cadillac SRX owners complaining of the vehicle’s faulty lights.
Just this month, another class action lawsuit was filed against GM over the performance of the headlights in the 2016 Cadillac SRX. The suit alleges the 2016 model-year Cadillac SRX has faulty headlights with seals that can wear out prematurely, allowing moisture to enter the casing and damage the internal electronic components. The plaintiff in the suit also says vents in the casing “that allow air flow to maintain pressure and prevent the lenses from cracking,” can have an increased “tendency for water to accumulate and condense in the housing units.”
While GM has issued several Technical Service Bulletins (TSBs) to address the Cadillac SRX headlight problems, the repairs contained in these TSBs instruct dealers to replace the faulty headlights with new ones of the exact same design. As a result, any Cadillac SRX owners have been forced to pay to remedy the issue, only to have the lights replaced with new versions that still allow condensation to occur within the casing. The plaintiff in this latest suit, for example, allegedly paid $1,600 to have his SRX’s headlights replaced with a set of new ones of the same faulty design as before.
It’s worth noting that GM has agreed to reimburse some owners for headlight repairs at a cap of $1,600, but it has not provided a permanent fix for SRX owners that continue to deal with dim and/or burnt-out high beams and low beams.
2. Cracked GMT900 Full-Size Truck Dashboards
In August 2012, we received a mounting amount of tips about frequently cracking dashboards on full-size GMC and Chevy trucks and SUVs based on the GMT 900 platform. More specifically, hairline cracks appear on dashboards on either the driver or passenger side of 2007 model-year trucks and SUVs.
According to most of the letters received by GM Authority from readers, the driver-side cracks most commonly occur to the left of the instrument cluster, while those on the passenger side take place in the area surrounding the airbag, closer to the middle of the dash. Some of the customers experiencing this problem have had their dashboards replaced free of charge, while others have not been as fortunate.
In 2021, a judge with the 6th U.S. Circuit Court of Appeals upheld a decision to dismiss a proposed class-action lawsuit over cracked dashboards in certain GM trucks and SUVs. This class-action suit was filed in 2017 and alleged that dashboards in certain full-size GM trucks and SUVs sold between 2007 and 2014 were prone to cracking. The suit also alleged there were possible safety risks associated with the cracked dashboards. Plaintiffs brought forth claims of fraudulent concealment, unjust enrichment and violation of state consumer protection laws, but GM eventually moved to dismiss the suit, saying it had no knowledge of any safety risks related to the cracks.
The case then went to the court of appeals, where it has now been dismissed. In dismissing the class action suit, the judge said plaintiffs did not have sufficient facts to support the claim that GM knew there were any safety risks associated with the cracked dashboards. He also said many affected parts only complained of cracked dashboards in their vehicle after many miles of use, which did not support the claim that GM knew of the cracked dashboard defect at the time it sold the affected vehicles between 2007 and 2014.
As GM Authority reported last December, many vehicles affected by the cracked dashboard problem were recalled for a separate issue related to faulty Takata airbag inflators. GM’s product safety bulletin for the Takata recall specifically mentions the cracked dashboards, notifying dealers that customers may bring the condition to the dealer’s attention and instructing them to not replace the dash as part of the recall procedure.
“Due to age and environmental exposure, some vehicles may display warping or cracking around the passenger airbag opening in the upper instrument panel area,” the GM bulletin distributed to dealers says. “Inspect this area with the customer at the time of the vehicle repair order write-up. If warping or cracking is found, inform the customer that the condition is not covered by this recall, nor is it caused by the airbag service procedure. This warping or cracking condition will not affect the passenger side airbag deployment.”
Affected vehicles in this issue include the Chevy Silverado, Avalanche, Tahoe and Suburban as well as the GMC Sierra and Yukon.
3. Eight-Speed Transmission Issues Galore
In April 2019, GM was on the receiving end of a new class-action lawsuit after owners claimed the automaker’s eight-speed automatic transmission houses a major defect. Specifically, drivers experience violent shakes, jerks, or a “hard shift” in vehicles equipped with the 8L family of automatic transmissions. The suit states that GM has filed 13 technical service bulletins (TSBs) regarding eight-speed automatic transmission problems, though none of them have remedied the problem absolutely.
The transmissions in question, the 8L45 and 8L90, are found in numerous GM vehicles with a rear-wheel-drive drivetrain, or a rear-derived AWD/4WD system. The transmission pairs to cars on a rear-wheel-drive architecture, meaning owners of GM’s sports cars, luxury sedans, trucks, and SUVs have the eight-speed automatic transmission in question, including:
- Chevrolet Silverado, Chevrolet Tahoe and Suburban
- Chevy Colorado and GMC Canyon
- Chevrolet Corvette and Camaro
- GMC Sierra, GMC Yukon
- Cadillac Escalade, ATS, CTS, and CT6
The problem is presented most often when a driver accelerates or decelerates and the transmission needs to shift a gear. Drivers report a hesitation, followed by a shudder or jerk in conjunction with the gear change. However, issues are not exclusive to gear changes, as some owners also reported issues within a single gear. According to the information compiled so far, some drivers said the issues with GM’s 8-speed automatic transmission are so bad that it felt like another car had hit them. One owner reported that moving from the “reverse” to “drive” gear was so violent that the car nearly drove through a garage door.
It’s worth noting the NHTSA has also received numerous complaints about the transmission found in the number of GM vehicles. The lawsuit claims the issue’s source is the torque converter, which may be exposed to undue friction. Eventually, the gears may not function properly as metal shavings move throughout the transmission. This is not a definite conclusion, but an alleged issue in the lawsuit. One NHTSA complaint does cite a failed torque converter after 16,000 miles in a GMC Canyon.
Months later in August, GM issued TSB 18-NA-355 to address “torque converter clutch (TCC) shudder conditions on 8L45 and 8L90” eight-speed automatic transmissions. The proposed solution was a new fluid flush, which appears to fix the issues for some customers, who have reported a dramatic change in shift quality after swapping out the juice. If the flush doesn’t fix the issue, the next step may be to replace the torque converter, which could be glazed.
A year after the initial class-action lawsuit, The General sought to have it dismissed. The lawsuit alleges GM’s eight-speed automatic transmissions may shift violently into gear, and the filing further claims the problems are caused by some type of hydraulic systems failure, which can wear down the gears and – as mentioned earlier – allow metal shavings to become caught within the transmission. Plaintiffs say that the fact that GM sent TSBs to dealerships are an indication the automaker has known about the defects since at least 2015. The lawsuit also claims GM’s suggested fixes, such as flushing the transmission system, are only a temporary solution.
Meanwhile, GM claims the problems with the transmission do not fall under the factory warranty, as it is a design defect and not a manufacturing defect. According to GM’s motion to dismiss, the automaker’s warranty is only for vehicles that have “a defect that is so basic it renders the vehicle unfit for its ordinary purpose of providing transportation.” It says the plaintiffs in this class action suit “make only conclusory allegations that their vehicles are ‘unfit for their ordinary and intended use,’ but allege only inconvenience and mild discomfort.” GM’s response also points out that no injuries or deaths have been attributed to the problem and that no one has stopped driving their vehicle completely due to the rough shifting issue.
4. Cracked Cadillac CUE screens
In September 2019, a class-action lawsuit was filed against GM over issues with several late-model Cadillac vehicles and their potentially faulty CUE screens. In this case, CUE (Cadillac User Experience) is the first-generation Cadillac infotainment system used in last-generation vehicles. The lawsuit alleges that Cadillac CUE screens crack, delaminate, bubble, and become unresponsive.
One plaintiff was told by dealership staff members that they “see this issue all the time… the screen is not cracked, it’s the laminate.” This lines up with TSBs released by GM and sent to Cadillac dealers in December 2014 and August 2017 citing bubbled, cracked, or delaminated CUE screens. The stated repair on the TSB was to replace the screen, indicating that The General has been aware of this issue since at least 2014.
It appears that the delamination of the Cadillac CUE screens, allegedly caused by a separation of the protective adhesive film on the screen from the screen glass, causes electrical issues with CUE, ultimately making it unresponsive and unusable. Vehicles equipped with the first-gen CUE system include the Cadillac ATS, SRX, XTS, CTS, ELR, and Escalade.
5. Inventory And Orders – No One Knows When
In the age of instant gratification, The General’s dealer-centric business appears to be out of step in certain respects. Rather than providing the sort of on-demand information and clarity that today’s customers expect, the current GM order tracking process is cumbersome and vague, failing to connect customers with the info they want time and again.
For instance, if a GM customer decides to order a new vehicle, rather than pick one off the lot from a dealer’s inventory, the customer makes a down payment, then receives an order number. It’s at that point that the customer is basically thrown into a murky abyss with regard to the status of their order.
Unsure where to turn for more info on their order, perhaps the customer turns to the various GM brand websites, starting a chat first with a bot and (possibly later) with a rep at the other end of the wire. More often than note, however, this route gleans very little info, so instead the customer goes back to the dealer.
Unfortunately, the dealer is more or less in the dark as well, as the current GM vehicle tracking system is set up around a long list of event codes, most of which are ambiguous and less than helpful. To make matters worse, the dealer is more focused on selling cars than it is tracking orders, so even getting that less-than-helpful info in-hand can be an exercise in futility as the customer tries to get a hold of someone to actually help them, so as to plan for the purchase of the vehicle they ordered.
The lack of tangible, helpful information in GM vehicle tracking is particularly troublesome in an era where one can literally track packages in near real time. This isn’t lost on GM’s competitors. BMW, for example, offers a system where customers can not only view the date when their vehicle will be built, but can also watch a live online video stream as their vehicle is assembled.
The underlying problem here is that the current GM vehicle tracking system is geared towards getting the vehicle to the dealer, where the customer can then take delivery. As such, transparency for the customer is more or less nonexistent.
GM certainly has the capability to make a digital system that works for the customer. Cadillac Live, for example, provides an interactive tour of a given model for interested buyers. Just set up a time, and sit back as a product specialist answers question in real time while live streaming video of the latest vehicles. So why not something like that for GM vehicle tracking after the order is placed? Heck, even a basic online interface to see the status of a vehicle order would do.
So while this is not a vehicle issue in particular, it is still an overall issue with the customer experience being provided by General Motors. No one knows how long it will take for a particular vehicle to arrive once it’s ordered, and getting a status update is nearly impossible since the automaker has no transparency into the process.
Developing Issue: Valve Lifters
We would be remiss if we didn’t mention the developing issue related to valve lifters on GM vehicles. A class-action lawsuit was filed against General Motors in December 2021 over valve lifter-related issues in Cadillac, Chevy and GMC vehicles equipped with certain versions of its Small Block V8 engines.
A total of nine plaintiffs filed this class action lawsuit in the U.S. District Court for the Eastern District of Michigan. The lawsuit filing claims the valvetrain system in affected Small Block V8 engines, as well as the Active Fuel Management and Dynamic Fuel Management lifters, are made up of sub-standard materials that can cause them to fail prematurely. The suit also says the lifters in affected engines were installed in an incorrect position in the lifter guide and do not always conform to design specifications. Plaintiffs claim their vehicles needed frequent valvetrain maintenance, including “more frequent oil changes, engine flushing and cleaning and/or replacing the valve lifter oil manifold and its filter at regular intervals.”
This class-action lawsuit includes vehicles equipped with either the GM 5.3L L83 or 6.2L V8 L87 engines, or the older 6.0L Vortec V8 L96 motor. This lawsuit also includes vehicles equipped with the performance-oriented 6.2L LT1 V8 engine in the sixth-generation Camaro and C7 Corvette Stingray and C7 Corvette Grand Sport, along with the supercharged 6.2L LT4 V8 in the 2016 to 2019 model year Cadillac CTS-V and C7 Corvette Z06.
Consider this one the sixth way in which GM is infuriating its customers today.
In Conclusion
Most of the issues noted above have had lawsuits filed and yet none have been fully resolved to our knowledge, even though they are very much preventable by an organization claiming to be committed to delivering a superior customer experience. The irony in GM developing and producing vehicles but then having to be sued into oblivion in order to own up to the issues with those vehicles isn’t lost upon us.
Happy? Frustrated? Somewhere in between? The comments section is open and waiting.
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Executive Editor, Alex Luft, and Managing Editor, Michel Deslauriers, contributed to this report.
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Don’t know it’s a hit piece article but some of my input
1. I had this happen on a late Ford and I’d DIY with an online replacement after the dealer wanted $800 to do it, it happens to many makes. Probably for Caddy customers should get more priority.
2. It’s an old truck, get over it. The judge saw it that way…
3. I believe GM did remedy this problem with the correct transmission fluid, Chrysler had this same problem when they introduced their electronic 4-speed in the ’80s with improper tran. fluid unless it’s something else.
4. GM should be on top of this.
5. This is an industry problem, Ford’s lots outside an F-Series looks empty, I’ve recently start to see new Malibu showing up, maybe more effort should be on truck and Caddy inventory.
Valve issue, sounds like crying..
Valve lifter is crying???? Its the most damaging defect on the list.
Failing headlamps, transmissions, dashboards, valves, and entertainment system screens, along with the Current EV battery fiasco are all quality issues and the only information you need to conclude: Buy anything other than GM!
Guestt you’re living in lala land and lying to yourself if you think this is a hit piece or of any of the issues listed are not valid. This is a well written and well researched piece and I appreciate someone had the courage to bring it to the forefront.
When there is a class action lawsuit on almost all items, it’s proof positive that a company is doing something wrong.
As for item 5, it is actually not an industry problem. It is a GM problem. It was this way YEARS BEFORE anyone could imagine today’s inventory shortages. Customers never know when they will get their sold retail orders. Sometimes a vehicle is built but is left in “bayed” status for weeks or months… with no end in sight.
Wake up and smell the coffee. GM needs to take customer experience and customer service seriously… a lot more seriously than they’re doing these days.
Don’t mind him that guy is just a troll.
Well how many vehicles you’ve owned and driven even match my experience with such vehicles?.
Dissatisfaction means not being a repeat costumer also not even wasting valuable time even commenting on something you won’t buy.
Class action lawsuits as seen with #2 any ambulance chaser can file don’t mean it’s a winning case,#5 Ford still screwing up with the Bronco and Maverick launches, as said it’s inventory but I’m repeating myself saying it room for improvement. I don’t need any coffee, you go to the competition..
Oh yea I can tell you have so much more experience then anyone else on here. How rich you must be to have owned over 50 vehicles in your life time. Please tell us all your all knowing knowledge
I’d actually had a dealers license also contract with Manheim Inc. (look them up), hundreds of vehicles in my hands. I think I have a bit of experience with automobiles..
Manheim Inc is a scumbag company. That doesn’t help your case.
Probably, still unless you work in the auto industry or auto sales/service you probably don’t have more experience than I do.
Biden has 48 year’s in politics and still can’t count beans coming across the border.
I have customers waiting on sold order Traverse’s going back to July. It’s a complete cluster and mess.
My 2022 silverado truck was in shop 9000 miles on it for engine light o. 34 days to repair asked service dept about compensation for having it 34 days told me to call gm I told him I was at gm what a joke did contact gm about it told them 800 to 1000 comp would be about right or just buy back and I would buy a traverse 4cyl turbo sucks gas mileage maybe 19 on highway if lucky guess what no response back from GM
GM did all of the above to my 2019 Chevrolet Colorado from fluid changes multiple times to software updates to replacing the torque converter and another software update to no avail then claimed they were going to replace the transmission and rented me a vehicle and had my truck for a week and did nothing to it but call me back in and said we need you to reverify the issue again so I did and the truck did it’s shudder and then they said just drive it some more and see what happens this issue was reported from 300 miles to 50,000 miles, what it told me was GM does not want to stand behind it’s products so I will no longer buy it’s products and I have bought GM since the mid to late 70’s in conclusion to this Rant I traded in my 2019 Chevrolet Colorado for a Toyota Tacoma SR5 4×4 which came with a 7 year 100,000 bumper to bumper warranty and we also own a 2022 Chevrolet Trailblazer and it’s having issues already with only 4,000 miles ,, my question to GM is what the Hell are you people doing about product quality anymore and your customer service Sucks, What Happened to being Made in the USA meant quality and endurance and being proud and taking pride in that fact ,,😞
Take the bus or subway Then all your problems suddenly disappear.
GM is their own worst enemy. They have been shooting their foot 🦶 off since the 1970’s.
It’s simple. GM has moved most of it’s manufacturing to Mexico. They are even trying to import cars from China instead of building them here.
And of course you’re here to defend the megacorporation’s honor.
If a company uses quality parts that may cost a little more rather then using the cheapest it will suffer in the long run. GM has been doing this for years.
Toyota doesn’t have these problems, Maybe GM CEO Mary Barra’s 23.7 dollar compensation needs to be looked at?
Before anyone chimes in about Union worker grunts realize that after GM’s past BK only long term GM workers make $30/hr (deservedly so) New hires are under a different tier system and start at what? 16.66/hr and if hired fulltime cap out at $25/hr after 5 years IF they make it.
Don’t believe ? The UAW/GM contract is online google it.
#3 EPIC LAME EXCUSE, GM’s engineers figured this out AFTER it was a problem????
WTF ???
Get real !!!
I’m a long time Chevy/GM buyer. At one point, we owned two suburbans, an avalanche, equinox, traverse and HHR. The HHR was difficult to drive in the Northeast in bad weather conditions, the Equinox engine failed — shortly after service (oil change) by the dealership, one Suburban had extreme rust — brake lines and other areas and the Avalanche is a challenge. The dashboard is cracked, the door handles are plastic and have had to be replaced (first time on any car I’ve owned), the engine has severe rusting and the car thrusts forward — like someone has hit me from behind when I brake. Currently, I’m looking for a new car — and I don’t know why — but I’ve locked in on a Yukon Denali XL. And, the most recent news — GMC has added another chip shortage casualty — Front and Rear Park Assist and Reverse Automatic Braking along with a long list of other modifications — 1) Wireless charging 2) Electronic steering column lock 3) 4 way power lumbar support and
4) Power center console. Is it time to buy something else — I would say ABSOLUTELY! GMC has developed a relationship with customers — but it is an ABUSIVE relationship and I need to get out.
My Silverado is a 2005 2500 hd 6.6 liter turbo diesel 250000 miles still runs like a bandit…still a nice ride..
Sometimes it’s good to be you. Take a bow.
Got a 03 GMC 2500 Savana with 225k miles. Other than a water pump and alternator and a couple idler pulleys been a perfect vehicle and still drives like new. Best vehicle I’ve owned!
GM needs to own up to the problems. My 2000 Silverado was very reliable. The advanced tech in these new engines with subpar lifters for the DFM and AFM is a problem waiting to happen. They need to address it or I wouldn’t touch one with a ten foot pole. Saying that other manufacturers have the same or similar issues is not the right answer. If you buy this rationale then you’re just encouraging them to produce inferior products that we’re paying a premium for. Demand better for your hard earned money. Not lip stick on a pig.
This article is accurate. The only big one missed is the 2.4L engine oil consumption. It would help GM to address all of these issues and try to solve customer concerns. There is a lot of competition in the market. Also, don’t believe that other brands are flawless. They all have issues and unhappy customers. Come on GM, you can do better.
This is the core issue here. Every model from every manufacturer today is orders of magnitude more complex than anything from decades ago. Consumer demand dictates it most, followed by government mandated features (emissions and safety regulations). The nature of the vehicles have changed, so the nature of the ownership experience has to change as well. It is not realistic for owner, manufacturer, or dealer to expect any unit to operate perfectly for years. There are simply too many interrelated variables. They should still strive to minimize the issues from the design side and more particularly get out ahead of them once they reveal themselves.
I say this as a guy who sells Buicks and GMCs new, and every make used. They all suck. Figuring out how to manage the customer experience is the primary route to future success. Consumer demand won’t tolerate stagnant (and by extension more reliable) designs, so the business has to be designed to accommodate the new reality of complex vehicles with more frequent service needs.
Incidentally I couldn’t agree more about improving the ordering process, and the rumor is that they are working on it, but I haven’t seen anything in writing. I used to work as a project manager over web and software developers, and later over a small scale manufacturing operation. I understand how complex the task of designing and implementing a better ordering system is. It is reasonable that it hasn’t been done yet as they navigate massive, crippling supply chain issues. It has been a moving target. But we are seeing substantially improved build schedule reliability with fewer built-shy examples every month. The target isn’t moving nearly as much as it used to be, and virtually all industry speculation says that predominately custom orders will be the new industry norm for the foreseeable future. A better order placing and managing system must be a top priority.
My 2.4 uses a quart in 5000 which is fine by me. Good engine still gets great mileage. My 4.3 Silverado uses about the same and runs great. Both have 4 speed AT’s with zero issues. My new Equinox 1.5 turbo is great with 6-spd auto, it uses almost zero oil between 5000 mi changes. So my vehicles are flawlessly maintained and perform perfectly. I will be purchasing a new refreshed Silverado next year. The big question is what to get rid of, I love them all. Will probably pass one down to family.
My 2009 Chevy Equinox only had two issues, both solved under factory warranties. The first were the wheel speed sensors that affected StabiliTrac. All four were replaced due to a supplier problem in 2010, but the new ones are still good.
The second was the #1 cylinder spark plug, also replaced. All plugs now are still good. As a fact, the 3.4 L V6 engine was built by GM-SAIC in China and has never given me any problems in 13 years . It only needs one oil change a year. The engine coolant fluid was replaced in 2019.
I’m an old guy who has watched and experienced GM’s corporate behavior for decades. Sadly, this current list of class action lawsuits represents a continuation of GM’s culture – the hell with the customer. The company has claimed for years to be the last to recognize major generic defects in their products. Stand-out examples include the infamous steering racks on x-body cars, the Vega engine, and the relatively recent debacle with defective ignition switches. I note that the Cadillac headlight issue is an identical continuation of GM’s utter lack of concern for its customers. Replacing the defective Caddy headlights with identical units? GM’s only goal is to replace the lights with identical units until the warranty expires. Then it’s the customer’s problem. Good Riddance, says GM! The quotes in the article were the same ones stated over at least 50 years. For example, the dealer mechanics say, “We see this problem all the time”. GM corporate – “What problem?” Until GM’s back is against the wall, there will be no acknowledgment of responsibility. Truly disgusting and disappointing. Thankfully, we have more vehicle choices now with the availability of many vehicles of all types from both domestic and foreign manufacturers. I see no path to fundamental GM reform.
Well stated Frank! It’s unfortunate that a major US corporation like GM is lacking people with proven leadership skills/problem solving skills/critical thinking skills.
They may well already have plenty of these people who are aware of the problem(s) and they are frustrated beyond belief. The real problem is the people above them are also frustrated or are no longer listening.
$23.7 million in compensation for GM CEO Mary Barra = winning! At what expense?
Or are more worried about diversity, inclusion and “wokeness” instead of improving the products they manufacture.
Although I have had dozens of new GM products, I have not had any of these vehicles with these issues. My GM vehicles have been fairly reliable. The only exception….the diesel engines. The emission systems in the pickups are a nightmare of problems. Although GM “eventually” fixed every issue.
But.. yes.. GM needs to address customer satisfaction. Or lose the race with other manufacturers. Again.
Only financial ruin & pain will force GM to change.
Think 2009 but no government bailout this time.
Change if executive mismanagement would be good too
The Peter principle is alive in GM, you promote until incompetence shows.
My 2017 Sierra 1500 with a 6.2l and 8 speed transmission has the jerking when shifting up or down between 1st & 2nd. When my truck was new I could feel it although not as prevalent as today. My dealer in 2017 shortly after i bought the truck said the transmission was “learning ” my driving habits and this issue will “go away”. Well, my transmission must be a slow learner because instead of “going away” it’s still hanging around 64k miles and 5 1/2 years later.
A year ago I experienced a situation where I was driving in town. I stopped at a red light when I felt a big Jerking as my transmission shifted down to 1st gear. When I accelerated at the green light, My truck 🚚 would not shift out of 1st gear, even when I tried to shift up manually. I pulled into a parking lot, turned off/on my motor but no change (not sure why I thought that would make a differences). Called AAA and had truck towed to the GM dealer where they put it on a scope and received a code to update transmission software 🤔
I now have an extended maintenance warranty to compensate for GM’s ineptitude. Who knows what will happen next?
A sold dissatisfaction was the removal by a OTA of “wireless blue tooth” and they have not restored the feature which was paid for. They have lost a group of customers that will not purchase any new GM product.
Chuck
Yes my Denali 3500 dually 2020 was also removed, this was one of the main reasons I purchased the truck.
GM has forgotten about the single most important rule about being in business….”The Customer that drives the business”!
This customer was a 3 time Escalade owner that was going to be a 4th time customer. Went to my previous dealer and here is what the told a loyal cash buyer.
1. We don’t have the product, we don’t know when you order will be here, and we need $25,000 over MSRP.
2. GM starts with an outstanding product and given time will screw it up..they have lost control of their business
3. The exact same thing happened when I went to buy the new Z06 c8 2023..they cannot control production
4. I just ordered a New Ford Navigator at MSRP and will receive it in May…..They cared about the “Customer!!
Excellent article guys! Customer is king and runs the show!! That’s why I left GM after approximately 5 decades and have not looked back!
Why is it that Toyota and BMW have had limited impact from chip shortage? Could it be foresight and not penny pinching? A BMW exec said they had contractual arrangements to ensure they got chips. Did it cost them money? Yes I’m sure, but it is causing them to lose less customers! Sadly American business and executives compensation packages are driven by instant financial gratification and that often conflicts with keeping a long-term customer!
Same opinion overall and similar experience with the z06…it’s like we’re viewed as dumbasses if we wanted to see specs or at least a pic of the car before being willing to lay down a deposit, and many on the waiting list are people looking to flip the car. I look at the z06 situation very simply…they can either provide me a z06 before the end of 2023 (only interested in the 70th anniversary, but am 200+ on the list) or I will switch brands forever…which is the likely scenario. I’ve cut GM slack for a lot of nonsense in the past for all sorts of poor quality issues, but this will be it.
I own a 2013 Corvette (ordered new) and they stopped making some parts for it in 2015-2016…less than 3 years product support…and not even a kiss first.
Plus, there’s plenty of second-tier issues across many models…for people that like Corvette manuals…you better change the clutch master cylinder fluid often or you will need a tow one day…in my case that was at under 7k miles, which is ridiculous unreliability…it’s a cheap fix, but when you have a tow, you will need a new spoiler lip too when they break it (I even used the “exotic cars” tow company with the extra low flatbed). Engine is great, but if you can’t start it, it’s not much good.
Any dealer asking for over MSRP can drive their product right up their own ass. I will be just fine without it, and will find someone that wants my business.
Instead of buying another Escalade, i bought a Lincoln Navigator.
Best move ever.
You won’t regret it!
Time to replace Marry Barra to busy talking about ev,s well who will buy them if they can,t get their current ice,s vehicle,s right.
YES – Kick her to the Curb ASAP !!!
She also messed up the second generation rollout of the Chevy Volt in 2026 !!
Frank.
The X-car and Vega problems, including rust, inadequate radiators in the early Vegas, steering rack issues, all preceded Mary. T
The TurboGlide debacle preceded Mary.
The 5.7 litre diesel debacle preceded Mary.
The jamming linkages in 3-speed stick trucks way preceded Mary.
Et Cetera.
I am the furthest thing in the world from a feminist apologist, but I’m sure if she was a he, Mario Berra, her name would not even enter the topic.
You’re correct, if the name was Mario hevwiukd be in Italy workingnat Fiat
But, can he type? /ducking
All in good fun, Mary B.
Don’t forget the BK of ’09…
i had 2 caddy srx,the last being a 2013,the cue system screen was replace 3 times and at time of dealing in the 4th was needed. i replaced the tranny ,rear end, in all $16grand in over 3yrs in repairs other than normal repairs, what gets me is they are things that GM has been building for years ,not some new high tech electric car. i left Gm ,now they are going full electric instead of a plug in hybrid that would stop range and plug in issues. my friend after 5 equinoxs, the last 2020 went to toyota venza hybrid and never has he been so happy with a car,he is telling me to go the same.dont beleive GM is ever going to change!
For a top three automaker , the information on new orders is pathetic. I ordered a $66,500 dollar GMC Sierra in September I’m told the damn truck was built the first week of December 2021 . It sets in Flint Michigan on and lot waiting to be shipped 1 1/2 hours north to a West Branch dealer. Absolutely unacceptable. What a sorry excuse for company . I’m about ready to get my deposit back and tell GM to keep it ! Fed up !!
I reserved my 22 Sierra back in November. Dismal communication from the dealer. They did tell me that DFM will be disabled due to chip shortage. I asked if they are going to address the defective lifters (ticking time bomb) as well. They said they would check. No Answer. I have no idea if/when my order will be placed and I’m not going to spend $60K+ and wish and hope I don’t get a truck with a bad drive train. I’ve decided to buy a Toyota instead. The GMC is a beautiful truck with great features but I’m reading too many horror stories and have decided reliability and manufacturer customer service and quality are more important than some of the bells and whistles.
I’m a GM guy and also own a Vette, but as I near retirement, I’m not looking to spend premium money for problems then have to deal with apathetic dealerships waiting for warranty repairs and half-assed answers. I’ll rebuild an older vehicle from the ground up if needed to get around this BS.
If you’re buying the 2022 Tundra, careful with those as well! Lots of first-year new owners are having turbo waste-gate issues a few days to a month off the lot!
It was probably sitting in the dirt lot at the old Sports Creek, just west of the plant.
Either get your deposit back & show GM who’s boss or quit complaining.
Being a loyal customer to them just enables GM’s ineptness.
GMC & Chevy owner for 40+ years. When the Toyota dealer gets a 2023 Tundra on the lot it will soon be in my garage. Bye bye Barra. You have really screwed the pooch.
Just make sure you keep an eye on how they handle the issue they’re having with the new Tundra turbo waste gates. Cab off the vehicle to repair, and am waiting to see what the resolution is and how Toyota handles this for this much awaited new generation Tundra. My bet is they are transparent and take care of new owners because reliability is the foundation of the brand.
Thanks. I wasn’t aware of this issue. Time for research. 👍
“My bet is they are transparent and take care of new owners because reliability is the foundation of the brand.”
Tell that to the Camry V6 owners with sludged up engines. Toyota did their level best to deny claims, even going so far as to tell owners that they were required to change oil every 3,000 miles. The owner’s manuals stated otherwise, and even some owners who DID do 3K changes had issues. A class action suit cleared that up for some.
The attitude was, “It’s a Toyota; nothing goes wrong with Toyotas, we are perfect.”
I don’t care how good Toyota takes care of the problem… if the dealership mechanics have to take the cab off a brand new Tundra, that truck will never be the same again. If this is true, major fail from Toyota.
Would the engine and transmission problems described be cover under Chevrolet’s 5 year, 60,000 mile warranty?
They would if you have followed the prescribed vehicle maintenance.
The other problem is parts and getting the issue resolved once and done. Research this on the web. Some folks have their vehicle at dealership for extended period due to parts availability. For the lifter issue, depending on vehicle mileage they were only replacing one bank not both. Some owners replaced one bank only to have the other fail later. Since it’s just a tech bulletin on the lifters, there is not a recall, so you’re dealing with the dealership if you have an issue. It seems to be hit or miss and owner may be in for multiple dealer services to get the problem resolved. Others are buying extended warranties as an insurance policy which is more money to GM to clean up their problem.
Thank you. This is helpful
I heard it’s only the failed lifter(s) now…not even the whole bank…
Was super unhappy that my 2021 $40,000+ Equinox didn’t include a $300 CD PLAYER. I don’t keep all 100 of my CD’S on my phone. I can’t transfer all 100 CD’S to Thumb drives since – GUESS WHAT- my Laptop also has NO CD PLAYER/BURNER. And besides, whats so good about a top of line car (with everything) that costs a small fortune that you can’t get with a simple CD player???
You didn’t bother to ask or even look at an interior picture of an Equinox before buying it?
What a gullible lazy consumer. Jokes on you with that Equinoxes pipsqueak 1.5 Turbo
Evan – HOW LAZY are YOU, not to ask a question of me before you open your mouth to insult me?
There were 2 – count them – ONLY 2 cars on the lot!! Both were Equinox and my 2015 Chevy Cruze had blown up! If I’d had my way, I’d bought a Cadillac or Dodge Charger. But no new cars were available. These two 2021 Equinox were the only two NEW cars on a Chevy Lot withing 350 miles. Of course, I asked when I got into the SUV and didn’t see the CD player!!!! But when you have to have a new car and there aren’t any others, you buy what there is to buy!!! The last time I bought a new car I had ordered it with all the things I wanted, including the Color. This time, I couldn’t even do that.
My complaint was that it was stupid of GM to dispose of this option. It is GM’s problem where they are no longer listening to their customers. It is the reason that after buying GM for 30 years, I will probably not buy GM again. SO, EVAN, ASK SMART QUESTIONS IN THE FUTURE. YOU KNOW NOW HOW STUPID ASSUMPTIONS MAKE YOU LOOK.
CD players are basically dead. It’s almost like asking for an 8 track player.
CD players may be dead meat for a younger generation, but a couple of friends bought Toyotas when they could not get a GM vehicle with CD player.
And guess what 8 track players are even coming back. It’s not that CD players are dead, it’s that GM gets a kickback from SIRIUS contracts. It’s a win-win for GM and SIRIUS but it costs the consumer. And why is it up to GM or FORD or any other big CORP to decide if CD players should be dead? Believe it not, vinyl is back too!
Look, you can conspiracy theory all you want, but most people are not buying or listening to CDs anymore.
In all honesty, I always thought they were a terrible way of listening to music in a car.
Just rip your CDs that you have and put them on a thumb drive.
Nate – Why should I have to spend more money & my time to turn MY CD’s into thumb drives? If you had read my original complaint, I’d be required to purchase an external CD burner for my LAPTOP, because DELL decided THEY didn’t need to include a CD player/burner in their laptops anymore. On top of that, I would have to buy thumb drives. I paid for CD’s already! NATE, what are you calling a conspiracy theory??? GM making money off of every sell that SIRIUS makes is just another way they’ve decided to do business, not a conspiracy theory. I’m sure it’s a fact. Otherwise, why would they give everyone 3 free months of SIRIUS in every GM car??? DUH?? Just because you don’t like to listen to music on a CD in a car…who made you a definitive expert? I happen to like to listen to music via CD in my car. That’s why I bought CD’s. I’m sure I’m not the only one or people wouldn’t ever buy CD’s. I’ll go back to my original complaint: I don’t care whether you dislike it or someone else likes it; GM should not have made this their GOLD standard without considering ALL CUSTOMERS PREFERENCES. I don’t believe they cared. At some point, they may get rid of, something you really prefer they didn’t get rid of & you may feel the same as I do about a CD player.
I don’t care anymore than anyone else does about your CDs. If you want to live in the past, go ahead.
If however, you want to have a new car with a new stereo, you’re probably going to want to listen to your existing music library.
So, go down to Beast Bi, and for about $35 can get a USB-powered CD player. You can then place your music CDs on thumb drives.
One of my desktop computers lacks a CD-ROM, but I have a good quality one in its own housing with power supply. A little bit of digging can yield a lot of information and sources.
As for no CD player: GM was among the LAST to discontinue them.
Interesting article, but no mention of the cracked wheels on C7 Corvettes.
As long as the stubborn & gullible American consumer continues to buy GM products nothing will change. Whining & Screaming won’t force a corporation to change. Only by slamming their bottom line will you get change and that starts by not buying New GM vehicles.
Well, they need to change something, because they just keep losing market share.
Not in the Truck category since that is where their $$$ is made.
Fortunately these rising interest rates will put a slam on the $70,000 truck fad.
I have had 7 new vehicles from GM since 2004. The only issue here or any issue was the 8 speed.
But it was flushed before it shuddered and today is as smooth as glass in the shifts. This was fine at no charge with very expensive fluid.
As for delays most companies are having the same issues. Also each company has their own set of sins. Don’t think jumping ship will solve your issues as you may just trade them for a new set.
Cars have become overly complicated and much of it is in the name of more mpg. While I am not relishing the BEV my hope is it will remove much of the complex Rube Goldberg crap that has created issues.
As for the petty complaints like no CD players etc. Sorry tech has moved on and you have to just adapt to it. They stopped making cassettes too but we all adapted. To be honest the smart phone is fairly. Heap today and even homeless people have them. I store over 30k songs on mine and just keep it in random in rotation. I have a $60 disc drive that burns and downloads. Problem solved.
As for problems with dealers. Much is hard for mfgs to deal with it due to federal regulations. The way to stop paying over sticker is just don’t buy. I love the Z06 but would never pay MSRP for any car.
Maybe you’ve been fortunate. For me I guess it comes down to spending 50-60k for a new truck and rolling the dice and hoping it turns out OK with GM when I know damn well they have issues with their V8 small blocks as well as other problems they have been less than transparent about. I don’t really want or need a diesel and the turbo 4 is not an option for me. If I could get some information from GM about how they intend to take care of the problem If it does come up, if would influence my decision. But I hear them sweeping it under the rug and no real tangible solution information. I don’t want to be one of the people that end up with the problem and my research indicates it’s not isolated to just a few vehicles. They have had these engine lifter issues with fuel management now for multiple generations. Where’s the QC on the parts to get it resolved once and for all? Seems kind of apathetic to me. My common sense says if I want reliability, go with a reliable brand that backs up their products and has good resale value. Right now, GM doesn’t meet the reliability mark or back up their products. Whether we agree with it or not, Consumer Reports down graded their full size trucks to 1 out of 5. I would measure the other manufacturers the same way and spend my money where I think I’m going to get the best product and service. Just hoping GM changes course.
I have a 2020 ct5 premium/luxury with the 2.0 turbo engine.
I love the way the car rides,handles,looks but the engine it lacks power off the line and is very loud the car is to heavy for that engine.
I’m in the process of trying to get out of my lease early and get the ct5 with the 3.0 twin turbo I hope that corrects my disappointment in my owning a cadillac
The 3.0 Twin Turbo is much much better than the 2.Slow. That 2.0 just makes a lot of noise with very little acceleration
The turbo 2.0 in the CT5 is just fine for those looking for basic luxurious transportation (luxurious vehicle vs fast luxurious vehicle). All competitors have similar 2.0L turbo engines in their models with similar levels of power and torque and with similar power-to-weight ratios. Just buy the CT5-V and call it a day…
Tony you did not notice this before you bought it? The power is the same now as before you purchased.
Make sure the test drive next time is more than a few miles.
Paul it is a problem at every mfg and you roll the dice with any purchase.
If you go by CR you not getting an accurate story with any as these rating are based only on subscribers and only those who respond.
Do what you have to do but I make money selling parts for all of them. No e are with out sin.
gm = pure cheap trash
GM has issues and there are many. Like the idea of more transparency when ordering a vehicle. Doing away with most sedans I think is a high mistake. No selection if you are interested in a middle of the road sedan. Not everyone can afford Cadillac. Honda is good example of diversity.
Ordered my new truck in August 2021, it was built in October 2021, being told it has been sitting in a train lot waiting to be shipped since then, I have to call for updates , which amount to nothing.
Cancel your order.
Otherwise quit complaining
You are a very patient person. I’d not accept that; I’d get my deposit back and walk.
I have dealers here with truck on site.
Cancel your order, and buy a truck from a reliable company.
Yea, also make sure they have a catch phrase like Tundra’s new truck motto,” off the frame, for turbo pain…. “
This whole transmission problem has been a total game changer brand-wise for our family. we own a 2016 Cadillac which now has 22000 miles on it (as of 1/29/2022). Primarily because we don’t know trust the vehicles dependability because of the transmission. The noises that have came from the transmission below our feet you would believe they are possible. Without exaggeration, it sounded and felt like the thing just completely fell apart and we will find parts on the pavement.
Yes the car has been into several dealers but the problem remains.
I have written about this problem we, and 1000’s of other customers continue to experience using this forum. Eventually the wrong judge (or I should say the right judge) will have what can be a scary and loud experience just ‘below your feet’.