You know, that's all well and good, but what if, after speaking politely with the Customer Service Manager to make a deal, you tell the truth about how you feel for paying for the repair, he tells you that he is taking the offer back. Should I have lied and said "Oh, thank you for selling me a vehicle with a defective transmission. I am more than happy to pay $1800 for your poor design because I have so much to spare". Maybe I should not have said that I thought that I would get a little better deal from the company that I trusted (Matthews Auto Group and GM) since the unsafe transmission issues with the Outlook, Acadia, Traverse, and Enclave are well documented. If he didn't want my honest opinion, why did he ask?
What if that Customer Service Manager lies about just taking the plug out to check the fluid when in fact the transmission has been dismantled without your authorization ($498 - still not repaired, parts on a pallet)? What if, when confronted with this information, GM Customer Care doesn't care about the behavior of someone who has the GM/GMC/Chevy/etc. logos on the side of their building and markets their products?
I am glad for you that THE person to talk to at your dealership, the Customer Service Manager, didn't lie to you. I am glad that the GM Customer Care rep cared enough to ask about your experience.
I don't seem to have elicited that same level of Customer Caring. My Outlook has been held hostage now for about 80 days. After paying their ransom of $498, I hired a Saturn Service tow truck operator (yes, they still call themselves that) to haul it to another GM dealership, but they were not allowed to perform the tow because Matthews Auto Group would not release it. Customer Care did offer a "Sorry for your troubles" when called, so I have that going for me.
So now, not only did I file a safety complaint with the NHTSA, I have also spoken with the local Attorney Generals office and filed a Service Repair complaint with the DMV.