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After being left stranded on the side of a busy highway for several hours and having to walk the last several miles to an important business meeting, I was just hit by a very costly repair bill ($1573.40) on my 2008 Cadillac DTS for what appears to be (based upon my internet research of the issue) a very prevalent problem with this vehicle and many other similarly manufactured GM makes/models, obviously known to GM, caused by an apparent design flaw in fuel pump relay switch located in the rear fuse block panel of the vehicle. The relay overheats to the point of melting, causing irreparable damage to the relay and the fuse block, causing the vehicle to shut down, lose all power steering and braking ability while operating and creating a potential fire hazard inside the vehicle's passenger cabin below the back, passenger seat. After a paying a very costly repair bill out of pocket and fearful that I was now left driving a potential fire trap (my wife now refuses to ride in the vehicle) I contacted GM through email@example.com and requested that they Immediately issue a voluntary safety recall of this vehicle and all other GM vehicles manufactured with this fuel pump relay and fuse block assembly and provide me with written confirmation to that affect, so that I may return to the servicing dealer and receive a full refund for the $1573.40 repair charges and so that all other owners of GM manufactured vehicles affected by this obvious safety issue will be alerted to the issue. The following is the resolution response that I received from Bryan at firstname.lastname@example.org:
Thank you for getting back to us here at the Cadillac Customer Assistance. We appreciate the time you have taken to respond and provide the information we have requested. We recognize that this situation has caused a great amount of inconvenience and we apologize that it has been the case.
We understand your point that this is a common issue from online forums from third party websites; please know that we treat each customers concern on a case to case basis. It is worth noting that sometimes what may seem to be common symptoms can actually be the result of very different root causes.
We have checked the VIN and confirmed that there is no recall related to the issue you had on your vehicle. We know that you feel there should be a recall for this issue and that you should be refunded for the amount you incurred for the repairs. However, since there is no recall related to the concern, we apologize but we are unable to grant you request for the reimbursement. Rest assured, we have documented your concerns and will be forwarded to the appropriate department for review and reference. Cadillac is continuously conducting investigations and reviewing reports of vehicle concerns submitted to us and to the dealerships. If it is deemed necessary that a recall is needed to address a certain concern, owners of affected vehicles will be duly notified.
Once again, the reference number assigned to your case is XXXXXXXXXXX (removed for privacy). Please refer to this number for any future correspondence on your case.
If at any point you need any further assistance, please reply to this email or contact the Cadillac Customer Assistance Center at 1-800-458-8006. Customer Relationship Specialists are available Monday through Saturday from 8:00 A.M. to 9:00 P.M. EST.
Thank you again for taking the time to contact Cadillac.
Cadillac Customer Assistance
- John W.,