Originally Posted by tstone1
They told me that GM no longer had a goodwill policy and it was either your car was under warranty or it wasn't.
Hmmmm. That's funny. I wonder what this is then.....
#11-00-89-005E: Clarification of Use - Dealer Empowerment Labor Operations and Customer Enthusiasm (U.S. Only) - (May 23, 2013)
Subject: Warranty Administration – Clarification of Use - Dealer Empowerment Labor Operations and Customer Enthusiasm (U.S. Only)
Models: 2014 and Prior GM Passenger Cars and Trucks
The effective date of the requirements of this bulletin is October 17, 2012.
For some time now we have been working together to be even more focused on our customers and to put them first in everything that we do. During this time, we’ve challenged you, our dealer partners, to be assertive on behalf of our customers and make effective use of the policy and goodwill tools available so that customers are satisfied and remain loyal to their vehicle brand and your dealership.
Over the past several years, we have extended increased levels of empowerment to our dealers and our team members so that you can confidently do what is right to satisfy our mutual customers. And while this effort has been largely successful, the reality is that the strategic approach is not always consistent across different dealerships and different markets. In addition, with more and more of your employees engaged in doing what’s right for the customer, several of you have requested that we provide additional guidance to assist you in training them to make good quality decisions, on behalf of the customer, while expending resources in a cost effective manner.
It is those requests, and the desire to continually improve the customer experience that are the basis for this bulletin, in which we will be documenting guidelines to further assist you and your employees in developing a more consistent professional approach to resolving customer issues while spending resources in a judicious manner.
Earlier in 2012, General Motors introduced Policy Guidelines to document the boundaries of vehicle Policy repairs. Now that they have been in market, it has become clear that there is some confusion on how and when to use them. To simplify the process, GM is launching a revised set of guidelines that are documented below.
The Policy guidelines are being used to:
•Create a Policy strategy which drives increased service and sales retention.
•Develop consistent decision making practices / processes among Dealers, Field and CAC representatives.
•Document mandatory minimum customer / dealer participation amounts at varying time and mileage intervals once a decision to provide assistance has been made.
The Policy guidelines are NOT being used to:
•Discourage taking care of our customers.
•Impose a rigid “one size fits” all approach to issue resolution.
•Drive a particular decision – the guidelines are only to be used after a decision to assist has been made.
•Disregard facts or circumstances that make a particular customer’s situation unique.
Maybe your dealer needs to review bulletin 11-00-89-005E dated May 23, 2013. There is a whole lot more to this bulletin, I won't put the whole thing up here, more info than I feel comfortable letting loose since one member here has issues with my post content.
Did you notice whether the cruise control works when this happens? Do your brake lights come on even though your foot is not on the brake when the ESC and Traction lights come on? I'm inclined to think this is a wiring issue or a terminal fretting issue. Sometimes just cleaning the corrosion off by working the connector and applying the grease isn't enough. Sometimes the terminals need to be replaced on the BCM connector for this circuit and then apply the grease. Would be nice to see the brake pedal position sensor counts but you need tools you don't have access to. Let me know about the cruise control and the brake lights.