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Discussion Starter #1
When I purchased my new left over 2014 Cadillac ELR from Courtsey Caddillac in Louisville, KY the vehicle owner's manual and a spare key were missing. I've now been waiting two months for these two missing items. I've written emails to the dealer who promised they would order them from GM Cadillac for me. However, to date, I still don't have them? Last month, I contacted Cadillac Customer Care who also has ignored my emails and phone calls regarding this matter. I was told by Cadillac to contact their Electrical Division Engineers who are none other than the Chevy Volt Advisor team. Hum! The first Volt Advisor I spoke to about my complaint said I could print a manual from the Cadillac Web site myself which I said I'm not willing to do. I then asked to speak to his supervisor who was a female Volt supervisor, and she made a three way call with me, her, and the dealership's Customer Service Manager. I was informed the dealership had ordered and received the spare key for me, but could not get an owner's manual? The dealership promised to try and order another copy for me, and stated when it was received they would mail the owner's manual and key to me. I live 7.5 hours away in another state, and its not like I can drive over to keep bugging them about these two items I'm owed.

This is very POOR SERVICE and POOR FOLLOW-UP on GM's part! Does anyone have any recommendations who I can contact at GM to get these people off their duffs so I can get a spare laser key and an owner's manual?

I'd appreciate any suggestions besides printing the manual myself, or buying my own spare key because these keys have to be ordered through GM parts as I understand it because they are laser cut, and are matched to the vehicle's VIN. Thanks!
 

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My used 2015 Volt was missing the owner's manual. Helm, Inc is the supplier for nearly all the auto manufacturers, and you can get the manual directly from them - but they are a bit pricey after factoring in shipping. However, I got my manual set on Ebay for a very reasonable price.

Having said that, the dealer really should make good......

Hans.
 

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Discussion Starter #4
Send the above to [email protected]

Someone in the Executive Escalations team will contact you and quite probably make things better.
Thanks Matt! The ELR manual & laser cut key finally arrived via UPS today from the dealership. They didn't provide a manual for the CUE Radio, so I guess I can live without it as I'm just happy that I have two out of three items they promised. I will keep Mary's email address on file in case I need to get in touch with her on any other related issues.
 
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