
Carrie of Arizona City, AZ on Aug. 25, 2009
The electric window motor in my passenger side window stopped working in my 2004 ION Saturn. I had the electric window motor replaced once before in 2008 (approximately 1 year 2 weeks prior).
On Saturday, August 1, 2009 I called the Saturn Dealership in Tempe AZ to schedule an appointment to take my Saturn in to them, explaining that my passenger side window wouldn't close and that I thought the window motor had died. The receptionist was unable to locate a Saturn representative to take my call, she tried two times. I then left a voice mail explaining my problem requesting a call back at their earliest convenience. I did not receive a call back from the Saturn Tempe Dealership.
I called the Saturn Dealership in Tempe on August 5, 2009 and spoke with Service Consultant John Germinaro. I explained the issue to John expressing that I felt that the electric window motor should not have gone stopped working after jus 1 year. John agreed that the electric window motor should last more than 1 year, I then made an appointment for Tuesday, August 11, 2009 to take my Saturn for
"diagnostic" and possible repair
repair".
On August 11, 2009 I took my Ion to the Saturn dealership, they ran a diagnostic (did not charge me). Once the diagnostic was complete John explained to me that normally since I was only two weeks over the warranty they would've replaced the window motor, but due to the amount of mileage on my car since I had the electric window motor replaced he was unable to replace the electric window motor per GM rules. I asked for an explanation on while mileage was a consideration when the replacement part was for an electric window, that if it was an engine part I could understand the mileage issue. John went on to explain that the mileage was a GM rule that due to that as a Saturn Independent dealer he was unable to replace the electric window motor, he gave me the number for Saturn (GM) customer assistance. John was extremely courteous and helpful the entire time.
I called Saturn Customer Assistance as soon as I arrived home from the dealership. I spoke with Elizabeth Rozinski giving her all the requested information, she opened service ticket on my behalf. I explained to Elizabeth that I had the electric window motor replaced a little over a year ago and that I didnt understand how
the electric window motor could have stopped working in just over a year, that all three of my other windows seemed to be fine, I also explained to Elizabeth that I didnt understand how mileage came into play since this is a window motor? Elizabeth was very courteous explaining that she would need to contact the Saturn of Tempe dealership to obtain information from their records and would return my call.
On Thursday, August 13, 2009, Elizabeth contacted me, she stated that she had spoken with the Saturn of Tempe dealership, that per the diagnostics the dealer had performed that the electric window motor I had purchased the year before was defective, that it had not stopped working due to over use or anything that I had done, that there was nothing that I could have done to prevent the motor from stopping working.
Due to the amount of mileage accrued on the vehicle though, she needed to escalate the service ticket to a higher level management for consideration of replacement, than an Annelle Jochaman would respond back to me. On Tuesday, August 17, 2009 I spoke with Annelle Jochaman regarding my open service ticket 71-749031650, for the electric motor in my passenger side window, Annelle stated that due to the mileage GM was unable to replace the electric window motor though would give me a 15% discount toward the repair.
I explained to Annelle that since the dealership stated per their diagnostic that the electric window motor I had purchased the year before was defective, I felt that GM should replace the electric window motor. I had paid over $500 the year prior to replace the electric window motor, how could GM use a warranty to justify not replacing a defective part that they sold the Tempe Saturn Dealership who in turn sold the part to me and I paid full price for it. She again stipulated that due to the mileage of the vehicle there was nothing more that she could do, I then asked Annelle to send me to a supervisor. Annelle proceeded to put me on hold, I held for approximately 15 minutes, I then disconnected and tried to call Annelle back, Annelle at that point refused to take my call.
On August 18, 2009 I again called the Saturn Customer Assistant number and requested a supervisor for Annelle J, I was put on hold three times before giving up.
Today, August 24, 2009, a Brian A, District Manager from GM finally returned my requested call from a supervisor. Brian told me that he was the final decision maker on my Service Ticket
Brian told me:
(1) that yes the Saturn Dealership had told Elizabeth R (Saturn Customer Assistance) on August 13, 2009, that per the diagnostics run that the replacement electric window motor installed in my Saturn in 2008 was defective. That he (Brian) had spoken with the Saturn of Tempe Dealership and that the Service Consultant was retracting the statement he made to Elizabeth. I do not understand how the Saturn Dealership the retract the statement of the computer diagnostic which was that the part was defective?
(2) Brian stated that due to the extreme temperature of the state that I reside in that the electric window motors installed in Saturn vehicles regularly stop functioning. If that is the case how can GM justify selling any vehicles with electric windows, since no matter where you live there are going to be extreme temperatures be they hot or cold?
find the statement about the extreme temperature of where I reside incredulous, since none of the other three electric window motors in my Saturn have stopped working, I have been living in AZ for 3 years, in addition to I lived in NJ at the time I purchased my Saturn where the temperatures fluctuate from 100+ in the summer to -25 in the winter, so GM would have been able to use the same argument if this happened while I resided in NJ?
I asked Brian for the name of his supervisor since I want to continue the escalation of this issue with GM management, Brian informed me that he is the final say in this matter that my only alternative is to send a letter directly to GM in Detroit.
My feeling is that this would be an exercise in futility since if GM can pressure their independent dealers to retract original diagnostic findings on vehicles, then any letters that I send will be ignored.
I am going to try to late a phone number for the Saturn Customer Assistance Center in Detroit, I wanted to post my experience for any other Saturn/GM vehicle owners who may be having the same issues.