newly-purchased Cadillac has problems from day #1

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barlowc

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Hi guys. I need some help/advice.

I purchased a new Cadillac ATS on 05/31. The next day, I noticed a few bugs in the infotainment system. I discussed those bug with the dealer on 06/08 hoping there was a simple firmware update or something, but there wasn't.

I drove the car for a couple of weeks, weeded out some additional problems in the system, and made a service appointment for 06/25. The dealer has now had the car for 4 days and tried replacing the center stack, but that didn't resolve anything. So now I have to wait another 2 days before they can get contact GM Technical Support again and determine next steps.

Meanwhile I've found someone with a similar problem on a Cadillac forum and he's been fighting with Cadillac and the dealer about it for 6 months now. I'm concerned that I'm just starting down that path.

I financed the car at 0%, put $0 down, and the first payment isn't until 07/14. I really hate the thought of paying anything towards this car until all the reported issues are fully resolved. Does anyone know if there's a way to hold/stop payment in a situation like this?

Michigan does have an Automotive Lemon Law but not not until the same problem hasn't been fixed after 4 attempts. If this were any other product and I got it home from the store and it didn't work, I would have simply returned it. Does anyone what what I can/should do?

The worst thing about all this is that it's ruining the experience of purchasing a new car and making me second guess my choice. (Maybe I should have gone for the BMW 328i instead?)
 
A lot of the cars with these style infotainment system have bugs like you mention. Give them time to work it out, they are not blowing you off. If you drop it off on a Friday, especially late, they literally can't do anything with Corporate until Monday.
 
Absolutely agree with the above post. I am not familiar with the Cadillacs and this new system, but from a dealership standpoint, I am sure they are trying to make it right. My blood boils every time I hear someone on here refer to "The stealership." Dealerships get nothing from not doing right by their customers. It's not to say there are not bad dealerships (I know of a handful around here), but the vast majority of dealerships act in the customer's best interest. Often times when there seems to be a roadblock or something takes a good chunk of time to fix, it is because the dealership must operate and diagnose/report/repair the problem by set guidelines from the manufacturer. It sounds like they are looking into the situation very seriously and are trying to work with the manufacturer to resolve your complaint. Good luck and I hope it all works out for the best for you!
 
Agreed- I don't see a problem with the OP's dealer at this point. That said, a dealer can make or break the ownership experience.
 
If the dealership cannot fix it, there are factory experts in your area that can be called to help diagnose a problem. Schedule an appointment. Be firm, fair and reasonable. I am confident you will get it resolved. Relatively easy to pull out the unit and put in a new one. BTW nice car!
 
Hang in there. Don't let buyer's remorse come into play.

I purchased a new SUV this spring and in the preceding 6 months of very intensive research, I did not find a single brand that did not have some instances of glitches. It's a fact of manufacturing complex machines. Be glad it is not a real problem, such as the power train.

If anything, you gave me comfort in knowing that an upper tier brand makes mistakes too. No problems with my entry level (cheap), base model SUV yet (sorry, but had to rub salt on the wound)...... forgive me Karma god, for I, a humble man, ask for no repercussions.

The Lemon Law will protect you. Document EVERY visit. The dealer should be treating you like royalty, and you should return the gesture with equal respect.

Do they provide a free rental during this ordeal?

Best of luck to you!
 
Sorry about your new car issues. I know you did lots of research before you purchased the ATS, remember reading. I can understand how it does/would take the bloom off a new car purchase. Hopefully it will be resolved to your satisfaction in a relatively timely manner.

Good Luck.
 
How about asking them to just switch your car for another exact car and call it even? I did that with an atv that was delivered with oil in the antifreeze. They came and picked up the old one and gave me another one in it's place.
 
IMHO take it back four times, and if it's not fixed by then, utilize the lemon law. Try to do it before your first payment is due, and go to different dealers as the techs in other places may have some insight to the problem that the first guys didn't.

Or you could live with it....
 
Thanks for the quick feedback guys! I didn't mean to imply that I was upset with the dealer about the problem. The only thing I'm a bit disappointed with them about is that the car sat there for two days without even being looked at. So far they're taking care of me and gave me a brand new 2013 SRX loaner. I'm just upset that after all the research and indecision about the ATS versus 328i, I get an ATS with problems right off the lot. I would ask them to swap it for an identical model, but none are to be found in the area. This particular one had to be brought in from 200 miles away. I guess I'll (try to) remain calm, positive, and patient and (try) not to let buyer's remorse sink in too deeply.
 
Hang in there and make the payments, or they will destroy your credit rating. As far as the Lemon Law it varies between states and is for issues that effect the drive-ability of the car, or safety. They also get a few cracks at it, the Lemon Law is not that easy to win. I hope they can fix it. Good luck!
 
It is just the infotainment? Give them time it is new. Car does everything else well? I fix electronics on Submarines and finding a bad wire, ground or pushed pin can take a long time.
 
Originally Posted By: barlowc

Meanwhile I've found someone with a similar problem on a Cadillac forum and he's been fighting with Cadillac and the dealer about it for 6 months now. I'm concerned that I'm just starting down that path.


In the world of troubleshooting similar is not the same.
 
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