[ravens]

I have a 2009 Saturn Outlook XE with 92,000 miles that had the engine replaced earlier in the month under warranty. A week later the car breaks down and I have it towed to the dealer to find out that one of the engine mounts broke. The dealer advised the repair is $300 and it’s not under warranty since it’s not a lubricated part. I call GM Saturn Customer Service and the staff advised that the engine mount is part of the powertrain warranty. I call the dealer today and advise them of what GM said – and they advise that the engine mount is not under warranty. I call GM today and the customer service person cannot find engine mount under the warrantied or excluded from warranty portion. I’ve found several forums where the GM Customer Service Staff advised that engine mounts are under warranty but the GM phone staff can’t use that info. Any thoughts on what to do from here?
Thanks!
:banghead:

 

[ravens]

Thanks for your response!

The saga continues. Called GM Saturn customer service again got a different rep who said it is covered then called the dealership - and the dealership rep swears by "lubricated parts only" are warrantied. So we hang up with the dealer and fortunately the rep researches further and finds in the manual that the engine mounts are part of the powertrain. We'll see how this goes. I love GM Trucks but after this experience I'm buying the super extended warranty for any gm car I buy.

 

[ravens]

So yesterday evening I spoke with someone at GM who found the info that says engine mounts are part of the warranty. He documents the info and then transfers me to the original person I spoke with on the 12th when the truck broke down. So she calls me today and asks me to explain the entire issue again and asks which dealer the car is at. She then asks me if I bought the car at that dealer - I wanted to say "It's a SATURN - there are no more SATURN DEALERS!!!!" Anyhow she's confused as to why I got social media involved and why I dealt with so many different people at GM Customer Service. So now she has to start the entire process again and has to call the dealer to see if the part is under warranty? I told her that the Service Advisor lives and dies by the first part of the engine warranty which states "all lubricated parts" are covered and the engine mount is not a lubricated part. This is after I asked if the engine mount is part of the warranty or not and she kept deferring the dealer as the eyes and ears. Meanwhile I have an invoice that says - Engine Mount Failed- Engine Mount Replaced. She was like the engine is clear cut part of the power train but who knows about the engine mounts. When I advised her that her colleague found documentation that advised the mount is under warranty - she asks me - What page is that on? What kind of ticketing system does GM use? I work at a high call volume Help Desk and I can easily pull up history and documents on tickets.

So now I have to wait until Monday for the Service Manager to call me to see if the part is under warranty or not. I'm still trying to figure out where I can find a legal printed copy of what the warranty entails.