Transmission trouble - Saturn Outlook Online Community
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post #1 of 16 (permalink) Old 07-05-2011, 01:22 PM Thread Starter
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Transmission trouble

Wow, didnt know all the trouble one could have with Dealerships. Well background, I had bought a used 2007 Saturn Outlook from a dealership..I researched the work history and the dealership had repaired the transmission at about 60,000 miles, replaced a Wave plate. It now has 68,000 miles. Well going on vacation , about an hour away...it wouldnt move out of first gear...just revved the RPMS...and check engine light is on...so I pull over...turn it off...look for nearest GM dealer....and after I crank it back up it drives better....but I still take it in... Once I get to the out of town dealership..they think its the torque converter...BUT they dont want to work on it at first,...cause another dealer has already worked on the transmission, and if that dealer didnt fix it right..they would be on the hook for the labor. I was kinda pissed, and went back and forth and told them to call the hometown dealership and work something out.... Finally they have me a rental...and I could continue my vacation...but im waiting to see what all is wrong. I wonder how many times a transmission will fail before they will put a new one on for you.
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post #2 of 16 (permalink) Old 07-05-2011, 02:46 PM
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Re: Transmission trouble

why would they even bother--- arent the 07' transmissions under powertrain warranty up to 100K?

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post #3 of 16 (permalink) Old 07-05-2011, 05:44 PM
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Re: Transmission trouble

Sounds to me like that dealership doesn't want to get stuck with the cost of fixing the trans, but rbarrios is right; the trans is covered under the power train warranty

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post #4 of 16 (permalink) Old 07-05-2011, 06:37 PM Thread Starter
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Re: Transmission trouble

The way the guy tried to explain it, IF the first dealership didnt fix it right the first time, then GM wouldnt reimburse the 2nd dealership for the labor, more or less if you messed it up you fix it on your dime ( dealerships dime ). The 2nd dealership said sometimes the first dealership would reimburse the 2nd dealership...thats were I said,. well just call the first dealership and work something out, Im on vacation, stuck, under warranty and need a rental...Finally I was given a rental and they are working on it.
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post #5 of 16 (permalink) Old 07-06-2011, 10:10 AM
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Re: Transmission trouble

It's sad that you have to basically push them to fix your vehicle; all that "behind the scenes" stuff should be transparent to you

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post #6 of 16 (permalink) Old 07-07-2011, 12:58 PM
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Re: Transmission trouble

Dear SurfnWolf,

I have read through the thread about your Saturn Outlook situation. I can understand the frustration that you must being going through with the dealership. How are things going with your situation?

Sincerely,
Michelle, GM Customer Service

Have you checked into GM Owner Center? You can maintain service history, check on warranty or recall information, and more. Visit my.gm.com!<br /><br />For information on the GM Privacy Statement, please visit http://www.gm.com/privacy-statement.html
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post #7 of 16 (permalink) Old 07-08-2011, 03:44 PM
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Re: Transmission trouble

Dear rbarrious,

You are correct, the transmission on a 2007 Saturn Outlook should be covered under the Powertrain Warranty.

Sincerely,
Michelle, GM Customer Service

Have you checked into GM Owner Center? You can maintain service history, check on warranty or recall information, and more. Visit my.gm.com!<br /><br />For information on the GM Privacy Statement, please visit http://www.gm.com/privacy-statement.html
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post #8 of 16 (permalink) Old 07-08-2011, 08:16 PM
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Re: Transmission trouble

Quote:
Originally Posted by AA/78U
It's sad that you have to basically push them to fix your vehicle; all that "behind the scenes" stuff should be transparent to you
Agreed! nothing like making the customer feel like a burden.

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post #9 of 16 (permalink) Old 07-11-2011, 02:22 PM
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Re: Transmission trouble

Dear 6Sixathome,

I would have to agree that the worst thing for a customer to feel like is that they are a burden or in the way. I have been your shoes many times. I apologize that you are having to experience this type of customer service.

Sincerely,
Michelle, GM Customer Service

Have you checked into GM Owner Center? You can maintain service history, check on warranty or recall information, and more. Visit my.gm.com!<br /><br />For information on the GM Privacy Statement, please visit http://www.gm.com/privacy-statement.html
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post #10 of 16 (permalink) Old 10-06-2012, 09:34 PM
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Re: Transmission trouble

Sorry for the long story but this is just too unbelievable.
My wife was on errands with the kids in our 2007 Saturn Outlook, which she loves. Well, it just stopped moving. Couldn't put it in forward or reverse. She called a friend to get it towed to his service shop. At the shop, he got it to move a little then it stopped again. He said he recently had an Acadia in which a part in the transmission broke and shredded the gears and got into all the innards. As it cost about $3500 to repair, he suggested that we call GM to see if they can help out with it.
I found a number and spoke with Heather, who was great, calling me back every step of the way. She put me on the line with Denny, the head mechanic for Matthews Auto Group where we bought the vehicle and where we have the Outlook serviced. We spoke of the incident when it stopped working and he said he would get to it in a few days, which I said was OK.
He didn't remember but we spoke before this when the vehicle was brought in for the timing chain recall. It took four times to get it right, but Matthews treated my wife so nice, we felt comfortable with them. So this time we called OnStar and had it towed to Matthews so Denny could look at it. When he called back he said that it was a broken wave plate in the transmission, and in a roundabout way agreed that it may cost about what the other mechanic said, about $3500.
By calling my friend the mechanic for an explanation, he said that the wave plate is cheap $20 part that is known to crack and destroy the transmission. He had called a friend at Country Club Auto who said that he works on an average of 2 GM transmissions per week between Outlook, Acadia, and Traverse.
The Matthews customer service rep called the next day and said that they drained some fluid and found metal shavings. I asked how did the mechanic diagnose the problem as a bad wave plate if he didn't open it up?
The customer service rep said he had an offer from the district supervisor of GM, to give us $3000 off of a new vehicle or split the cost of repair 50/50, approximately $1750 plus tax our cost.
When asked for a breakdown of the cost of services and materials he got uptight and refused, stating only that the transmission would come out of the box and into the vehicle and the fluid would be added. The old transmission would go into the box and sent back to GM. It was then presented as a one time offer, take it or leave it.
I said that I was disappointed in GM for not doing the right thing. This is a known problem with Outlook, Acadia, and Traverse. It's all over the internet.
I went on to say that the tow truck operator for OnStar that picked up the vehicle said, “Oh, an Outlook. Transmission, right? I've been picking up a lot of those lately. And Acadias and Traverses”.
I also said to the rep that we were totally surprised by the breakdown since the last OnStar Diagnostic report that we got stated “Based on our diagnostics check on 08/19/2012, all systems are normal.
Diagnostic: Complete. No action needed.
” Four days later, my wife and kids are stranded on the roadside.
The rep repeated that the offer was a one time offer, one that he did not have to give since the vehicle was five months out of warrantee. If it did not make me happy then he would save the money to make someone else happy. I honestly said that of course I am not happy with having to spend $1800 for a new transmission that only has 73,000 miles on it (27,000 miles under warrantee limit). He seemed to be a little taken aback by my knowledge of the wave plate issue with these transmissions, how a $20 part could self destruct and wreak havoc with the transmissions. Take it or leave it was the answer, that is all the GM district manager was authorized to offer. I would get back to him.
The next day a GM rep named Keith called to offer the same, but more politely. As a lifetime customer of GM vehicles, I repeated my disappointment in GM, but said that I would get back to him. He asked if I would like to file a complaint with GM. I said no, but I would like to file a complaint against the Matthews rep. The next day Keith the GM rep called and asked of my intentions, and I said that I guess that I would take the 50/50. He left off saying that he would get going on making it happen.
The following day I missed a call on the cell phone that I thought was the Matthews customer service guy so I called him. He said, no it wasn't him. I said well, you've got me by the balls (pardon me) so I guess I am taking the 50/50 offer. He replied that it was rescinded. I got off the phone with him and called Keith the GM service guy to ask about it but he was not in. The next day Keith reversed himself and said that indeed the offer was revoked. I asked if there were anyone else that I can speak to. He said he would have his manager call me. The next day a curtly speaking person called to say that they are not willing to budge on their decision.
This is not the customer service that I have come to enjoy and depend on for my family from GM and the Matthews Auto Group. What can be done?
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