[bsquarewi]

I'm seeking advice here on how to work ot this situation that I've found myself in here today. My 2014 volt (39k miles so out of B2B warranty) stopped taking any charge at all. It would throw an error on my L2 charger and trip the fuse on the L1 charger. Had OnStar run a remote diagnostic, nothing came up, so they helped me setup an appointment with a dealer in the area that had a certified Volt Tech. The dealer closest to me no longer has one on staff so I had to go 15-20 miles to the next dealer. I wasn't really worried about it because the car isn't charging and everything related from charging to battery is considered part of the Voltec system, so I assume it's going to be a warranty issue. Anyhow, they looked at it and determined that they needed to do a software upgrade on the Hybrid Control Module, which is a component explicitly listed in the Voltec "161" components covered. However, they then tell me that the job code they are using isn't being shown as covered by warranty and I'm on the hook for over $200. They tell me that the "Reprogramming of the Module" isn't covered under warranty only the "Replacement". Either way, the component was not functioning and now they are trying to split hairs to not have it covered.


So... do I just pay the dealer and then file a small claims against GM for failure to honor the warranty? Is paying the dealer in order to get my car (as they are essentially holding it hostage) admitting that I agree that this isn't a warranty issue?

I opened a ticket with the 877-486-5846 which isn't really a dedicated "Volt Advisory Team" anymore, but just a general GM Help desk. Is there a specific Volt line to get help on this?

help..


EDIT: Adding some information to the first post here. After speaking with the dealer, the information which I have been given from them is that they are adamant that they spoke with GM about this issue and it was GM that told them this is not a warranted fix on this component that is listed as part of the Voltec warranty. I feel I have engaged the dealer as much as I can and will need to get the answer directly from GM, in order to get a complete understanding of the details of what the Voltec warranty clauses actually are.

 

[mpmoore1979]

If this is the labor op that they are trying to use: 2810265 Hybrid Powertrain Control Module 2 Reprogramming with SPS, then they are wrong, it is covered under the voltec warranty.


LABOR CODE: 2810265

WARRANTY CODE: Coverage Code: V

You can pay for the repair now to get your car back and then make a claim with GM but I would try and get this covered first under warranty to make things easier for yourself. All the voltec modules are covered under warranty even for software updates. This is sown in the labor op warranty code under coverage V.

 

[telveer]

That should be covered by Warranty. Its clearly related to Voltec .. should not matter if its hardware or software.

Now that GM has multiple Electric Vehicles, I believe they merged the Volt Advisor program into Chevy Electric support program. Try the resources below

https://twitter.com/ChevyElectric
https://www.facebook.com/ChevroletElectric

 

[bsquarewi]

If this is the labor op that they are trying to use: 2810265 Hybrid Powertrain Control Module 2 Reprogramming with SPS, then they are wrong, it is covered under the voltec warranty.


LABOR CODE: 2810265

That is EXACTLY the labor code they told me that they were using.

 

[ClarksonCote]

That is EXACTLY the labor code they told me that they were using.

Time to go back to them and prove it is covered then, hehe. Show them this coverage specifically.

If they still give you a hard time, reiterate that the warranty coverage applies to that module as you showed them initially, that it does not discriminate on HW/SW updates, and it is not your problem if they can't figure out how to properly assign the warranty code!

 

[mpmoore1979]

Coverage Code V


Chevrolet Volt Battery Components


8 years/100,00 miles


8 years/160,000 km

 

[firehawk72]

Time to go back to them and prove it is covered then, hehe.

I haven't been there myself, but it really puts you in an awkward position when the dealer clearly gives you the code and says, "its not covered"

 

[ClarksonCote]

I haven't been there myself, but it really puts you in an awkward position when the dealer clearly gives you the code and says, "its not covered"

Yeah, I hear ya. And that's frustrating. But the fact of the matter is that the dealer is wrong, so they need to figure out where they messed up. They can't legally deny coverage for something clearly stated as being covered. The module isn't working, so they need to fix it. If they fix it with SW versus HW, that doesn't change the basis of the warranty coverage that it was the module not working as intended, and it is warrantied.

If they were to try and do this to me (intentional or not) and didn't want to budge, I'd start using terms like legal, warranty rights, lawyer, etc. and compel them to reconsider that they may be wrong. Honestly I suspect it is just a mistake, and if the customer sticks to their position, I would assume that they would try to research it further, find out what's going wrong with the claim code, and correct it accordingly.

I suppose this is the next hurdle to overcome with their not being many warranty claims on these Voltec parts, i.e. the dealer not always recognizing what is covered or how to properly process the claim.

 

[bsquarewi]

Ugh... Just got off the phone with GM customer service as well and they are also saying now that this reprogramming is NOT covered. They are, unfortunately, going off what the dealer told them. I said that what I was looking for when I called GM support was that they would be able to set the dealer straight, not get their information from them.

So how exactly can I PROVE to the dealer that this should be covered here? It's pretty tough now that we don't have the dedicated Volt support line with people that are extremely knowledgeable in the Volt specifics. Dealers in these parts are so far behind when it comes to being up to speed on Volts. I'm sure I wouldn't be having this problem if I were in CA.

 

[firehawk72]

Ugh... Just got off the phone with GM customer service as well and they are also saying now that this reprogramming is NOT covered. They are, unfortunately, going off what the dealer told them. I said that what I was looking for when I called GM support was that they would be able to set the dealer straight, not get their information from them.

So how exactly can I PROVE to the dealer that this should be covered here? It's pretty tough now that we don't have the dedicated Volt support line with people that are extremely knowledgeable in the Volt specifics. Dealers in these parts are so far behind when it comes to being up to speed on Volts. I'm sure I wouldn't be having this problem if I were in CA.

And this is exactly what I mean by the "awkward spot" What is the recourse here? There needs to be a dedicated line just for the customer to verify such claims.

 

[Nebula]

I'd create an account here if you do not have one already and put in your car's information and look at the warranty coverage.

https://my.chevrolet.com/warranty

This should have complete information for coverage here.

 

[bsquarewi]

I'd create an account here if you do not have one already and put in your car's information and look at the warranty coverage.

https://my.chevrolet.com/warranty

Unfortunately, that just tells me the mileage and date in which the Voltec warranty expires for my specific vehicle. The only thing it provides in way of saying what the warranty covers is:

Please consult your vehicle's Owner’s Manual or warranty booklet for complete coverage information or call 1-800-222-1020 for assistance.

The manual (pdf they link to) does not have anything about warranty and the 800-222-1020 is the same number I've been calling thus far.

 

[DonC]

What codes are you getting? By complete happenstance I had the HPCM2 and BECM programmed on my 2011 Volt today under the Voltec warranty. I had a CEL though in my case the car charged and ran fine, so the issues may not be the same. For reference the codes were P1F0E and POAA6. Those are important because they should help indicating what is wrong. In any event, we've seen at least one dealer claim this wan't a warranty item but we've seen other dealers cover it. I'd go back to customer care and escalate. You deserve an explanation of their reasoning.

If this is the labor op that they are trying to use: 2810265 Hybrid Powertrain Control Module 2 Reprogramming with SPS, then they are wrong, it is covered under the voltec warranty.

LABOR CODE: 2810265

WARRANTY CODE: Coverage Code: V

This should be very helpful to the OP. Unfortunately I don't see any labor or warranty codes on my receipt so I can't confirm that this was what was done in my case.

 

[DonB]

What ever the case you should see full power when pressing the pedal to the floor.
With your description it almost seems like the main traction motor is not working.

 

[inspron]

This is one of the several reasons why I love the Volt but hate GM. I am 90,000 miles on my Volt but can't wait to take delivery of my Tesla.

It is a battle each and every time I need my car service at the dealership. Worst is they make you feel cheated when they refuse to warranty something so obvious.

 

[Chris TX]

So there's a Voltec module causing problems, and to fix the Voltec module, it needs to be reprogrammed, but the reprogramming isn't covered under warranty?

Just have them swap out the module, if they're going to be like that.

 

[rdunniii]

This is one of the several reasons why I love the Volt but hate GM. I am 90,000 miles on my Volt but can't wait to take delivery of my Tesla.

It is a battle each and every time I need my car service at the dealership. Worst is they make you feel cheated when they refuse to warranty something so obvious.

Agreed. 100% of the times I have taken cars (not specific to my Volt) to dealers over the past 40 years (all GM) for warranty repairs they claim it is not covered under the warranty so I have to go out of my way to prove it is.

Grrrrrrr. Don't get me started. It's why I'm waiting for a Tesla too.

 

[llninja]

Yeah, I hear ya. And that's frustrating. But the fact of the matter is that the dealer is wrong, so they need to figure out where they messed up. They can't legally deny coverage for something clearly stated as being covered. The module isn't working, so they need to fix it. If they fix it with SW versus HW, that doesn't change the basis of the warranty coverage that it was the module not working as intended, and it is warrantied.

If they were to try and do this to me (intentional or not) and didn't want to budge, I'd start using terms like legal, warranty rights, lawyer, etc. and compel them to reconsider that they may be wrong. Honestly I suspect it is just a mistake, and if the customer sticks to their position, I would assume that they would try to research it further, find out what's going wrong with the claim code, and correct it accordingly.

I suppose this is the next hurdle to overcome with their not being many warranty claims on these Voltec parts, i.e. the dealer not always recognizing what is covered or how to properly process the claim.

A phrase that works well is, "You'll be hearing from my attorney. I've always wanted to own a car dealership"

 

[PH2]

Sounds a lot like this thread, maybe you can find the TSB: http://gm-volt.com/forum/showthread.php?t=234730

 

[bsquarewi]

Well this is fun.... Picked up the car, tried to discuss the issue again with the Service Manager for a bit and was told repeatedly "This is what GM has told us, it is not covered by warranty." Paid the $$$ to get my car. On the way out, said good bye to my sales guy letting him know I would not ever be back and will no longer be in the market for a GM vehicle again. He took me to talk to the main store manager, and he and the Service Manager stuck to the "GM has told us this is not covered by warranty." So at this point I am going to continue to escalate this through GM and will work with them to get a full explanation of the VOLTEC warranty and why GM is telling dealers that REPAIR of a warranted item is not covered.

Not to split hairs here, but since the module was reprogrammed the code was technically REPLACED so it should be covered by their splitting hairs of Repaired vs Replaced. According to my receipt, the error codes that came up were P1E00 SYM00 and P1EE6 SYM00 both corrected by performing 2810265 HYBRID POWERTRAIN CONTROL MODULE 2 REPROGRAMMING WITH SPS per Bulletin Doc #4092034.


At the very least I am going to somehow some way get a complete and full detailed copy of what the Voltec warranty actually covers.

OF NOTE: On the way home the service manager from the dealer called to say that they, as a dealer, would cover the cost of the repair. While I do appreciate that gesture, it does not get me what I ultimately want here which is GM to stand by the warranty, not have an individual dealer eat the cost to try to save a customer. As a consumer, I need to know if the company which I have advocated for repeatedly will actually cover and stand by the warranty they have placed on their Voltec vehicles.