What happens when dealer can't figure out problem under warranty?
 

My car has been at the dealer since July 20 with a loud ticking noise. It has 52,000 miles. The dealer replaced the lifters. Still has the noise. They don't believe it is the bad check valve like others have had. They seem to be at a dead end. Today, they called me with "Good news and bad news." The bad news is new lifters did not fix the problem. The good news is they finally have a Buick Encore loaner I can drive and at least now I can work. I'm self employed and havent been able to work without a car for 3 1/2 weeks!

So what happens now? Is there anyone I can call at GM? Will the dealer reach out to GM?

The dealer has a person from gm called a field service engineer that is available for a visit and his expertise. Service manager should call him. Or you can call the customer service line and request a visit from him while you are present.

Thank you Glen.

I guess the "other" good news is: new lifters! LOL. :doh:

I called the GM Customer Service line and opened a case today. They said a senior engineer would be assigned to my case and would contact me within 2 business days.

1st thing 1st, the dealer was required to put you into a loaner the moment the repairs required the vehicle to be held over night. not 3.5 weeks later.

if it was me I would open a case with GM Customer Care about this and have them get involved.

They told me they didn’t have any loaner cars available for the first 3 weeks.

On loaners I gotten that "we don't have any" and "they're booked out for a week"...lol.

GM Senior Adviser called me today. She said she spoke to the local service adviser and they still have no idea what is causing the noise. They brought in the field engineer who gave them a list of 4 things to replace and see if that fixes the noise.

THe GM Sr Adviser said she is required to contact me every 2 business days with a progress report.

Doesnt matter, if they dont have any on the lot loaner cars they are required to call the nearest rental car company and put you into a rental car. That is just a dealer being lazy and not taking care of the customer.

I got a call today from my GM Service Adviser. She said that service is still working with engineering on the problem but the District Manager had approved a car note. I asked “what is that?”

She said that my car payments will be refunded while car is in service.

Pretty happy about that!

Good call on their part.

In the end that is cheaper for them, because you would qualify for a lemon law buy back and they know it.

It's been at the dealership for 7 weeks. I wish they'd just put a new engine in it and be done with it.

I got an update today from my GM service adviser. She said there is no update in the last 7 days on my car. She said she called the dealership and they said the service manager resigned so their service is in chaos. She said she was very sorry for the frustration and she was escalating the case to her manager.

Car has been at the dealership 45 days.