• Jun 21, 2010
2011 Cadillac CTS coupe – Click above for high-res image gallery

Cadillac has decided to jump into the free scheduled maintenance game with a four-year/50,000-mile deal for all buyers of 2011 models. Cadillac's announcement comes just days after Lincoln decided to provide free service to anyone that buys or leases one of its vehicles between now and Labor Day.

The Premium Care Maintenance program is part of Cadillac's revamped customer service program that includes advanced dealer training in conjunction with the Ritz-Carlton hotel chain. Premium Care goes beyond Lincoln's offer with a longer term that will run for the full model year, but doesn't cover wear items like brake pads and wiper blades, as the Lincoln program does. Like similar programs from BMW, Volkswagen and Lincoln, Premium Care Maintenance covers oil changes, tire rotations, filters and inspections. Cadillac undoubtedly hopes to bolster sales of its previous volume leader, the CTS, with this new program. While sales of the SRX have been soaring recently, the CTS is down more than 14 percent so far this year.


[Source: General Motors]
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Cadillac To Provide Standard Four-Year/50,000-Mile Maintenance Program

Luxury brand launches Premium Care Maintenance for 2011 models as part of mission to enhance customer service

2010-06-21

DETROIT – Cadillac announced today it will provide owners of all 2011 models with frequently required maintenance services for the first four years or 50,000 miles as it seeks to build the best customer service experience in the luxury segment.

The program, called Cadillac Premium Care Maintenance, covers scheduled oil changes, tire rotations, replacement of engine and cabin air filters and a multi-point vehicle inspection.

"Cadillac is adding Premium Care Maintenance as a way to extend customer service beyond the sale," said Kurt McNeil, vice president of Cadillac sales and service. "The program is designed to raise satisfaction for owners by ensuring access to expert service. It should lead to higher loyalty rates for dealers by establishing them as a valued resource for our customers."

Cadillac Premium Care Maintenance launches with the arrival of the 2011 model Cadillacs. The CTS family, which is being expanded this year to include the all-new CTS Coupe, will be the first of the 2011 models to arrive at U.S. dealerships in late summer.

Premium Care Maintenance is the latest in a host of Cadillac initiatives that elevate the luxury ownership experience. It joins other Cadillac customer service and ownership benefits including:

* Five-year, 100,000-mile Powertrain warranty along with standard 24/7 Roadside Assistance and Courtesy Transportation.
* Four-year, 50,000-mile vehicle bumper-to-bumper warranty coverage.
* Standard one-year OnStar Directions and Connections plan, which includes Automatic Crash Response, Turn-by-Turn Navigation, Vehicle Diagnostics and Stolen Vehicle Assistance.
* Standard XM Radio with a three month trial.

In 2009, Cadillac placed second in the industry in both the Sales Satisfaction Index and Customer Satisfaction Index studies from J.D. Power & Associates. A survey by AutoPacific of 2010 new vehicle buyers rated Cadillac No. 1 in total satisfaction.

"Cadillac rates among the industry's best in customer satisfaction, but we have room for improvement," McNeil said. "Cadillac Premium Care Maintenance is another step in our goal to set the standard for the industry in customer service."


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  • 16 Comments
      • 4 Years Ago
      I don't think this program will add as many sales as it will retain buyers when they buy another car. Honestly, I think all luxury marks should include all service for the entire warranty period of the car. That's including a couple sets of tires, a set of brake pads, a few sets of wipers, and so on. Everything in the luxury car buying experience should feel gratis and taken care of. The service should be the defining factor between buying a new luxury car and a used one.
      • 4 Years Ago
      Free maintenance is something that Buick should offer. Buick is on a roll, bringing refreshing and newer designs to the showroom and attracting new foot traffic from people who would never consider Buick in the past.Time to clinch the sale. Offer 4 years of free maintenance including brake pads and wipers. You can probably add most of the costs into the MSRP which becomes almost a rounding error when transaction prices are in the high 20Ks low 30Ks. But the goodwill you get from customers who love getting their car serviced for free is priceless :)
      • 4 Years Ago
      Why not?! It's not a bad thing, thanks Cadillac. ;-)
      • 4 Years Ago
      A good service to have for the luxury brand. GM should factor all 'wear' item costs and offer complete coverage for 3/4 years (with a slightly higher MSRP). Since Caddy is supposed to compete w/BMW, they should in all aspects (except SUV model count).
      • 4 Years Ago
      Its about time.

      BMW long ago recognized that many of its cars were business leases. As such the driver had to pay for gas and maintenance and th company paid all else. So fold the routine maintenance into the cost of the lease and the driver benefits with less out of pocket expenditures, and the company ends up picking up these charges.

      I'm surprised it took the other auto makers so long to catch on. I suppose the next logical place to go is to fold in a prescribed amount of fuel for th lease. For example, if the car "obtains" 20 mpg and is leased for 12,000 miles per year for three years, than 36,000 miles of gasoline could be pre-provided with a pre-paid gas card,as part of the business lease, resulting in no charges to the driver at all.
      • 4 Years Ago
      edit: ok oil changes are covered, that was a bad example. Just cover the car front to back for the 4 years. Seriously whats a set of wiper blades?
      • 4 Years Ago
      This is a no-brainer that should extend to GMC, Buick, and even Chevy as well. As stated above, there is a cost associated with this, but it shouldn't be too bad.


      Then again, I guess the GM service networks would not be too happy and probably had to do some heavy negotiating before they OKed the move just for Cadillac with it's relatively small unit sales...
        • 4 Years Ago
        I can see it being moved to Buick, but not GMC or Chevy. Caddy and Buick are the luxury divisions of GM. When you buy a luxury car, you are also buying status and perks. If you want to know what those are, visit a Lexus dealer. Free maintenance also has the benefit of helping resell value, since all vehicles should be properly maintained... and will have the record. Also, having the customer keep coming back to the dealer and this is a big if, Caddy and Buick dealers treat the customers well, they will have repeat buyers. You wont have many defections to other brands.
      • 4 Years Ago
      It's not odd to see sales down on a model that is 3 years in. Also, if you've gone into a Cadillac dealer lately, the SRX is a very attractive proposition. It's likely stealing a lot of CTS sales.
        JJ
        • 4 Years Ago
        This kinda pisses me off actually considering I bought a CTS 3 weeks ago.
      • 4 Years Ago
      As usual, Cadillac (GM actually) is playing catch-up. Rather than being a "leader", they are again being a "follower". and not just that, they aren't even offering a competitive product/service.
      • 4 Years Ago
      I couldnt agree more. Its like when my wife took in our SRX because the alignment was off, they actually wanted to charge her for it. Just take care of it. A luxury experience doesnt mean a 100$ for everything, I just paid upfront for ALL that crap when I bought the car!
        • 4 Years Ago
        Tiki...cadillac has a 4 year 50k warranty bumper to bumper...that covers everything except wearable items ...those wearable items are as follows. Tires/rotations, oil changes, filters (air,oil, fuel) wiper blades, keyless entry batteries are warrantied for 1 year and the alignment is covered for the first 7,500 miles to ensure that when you purchase a car it comes aligned. Unless you were over that parameter you deserve to have an alignment unless there was negligence on your part to missalign the car. If you didn't know that I would suggest looking in your warranty booklet and it will tell you that the alignment is covered for that period of time. So I dont know if you had an inept salesperson or you didnt follow your owners manual and knew that your alignment is covered up to 7500 miles and you went over but what you are spewing is pretty resentful stuff...I guess as a salesperson myself I am confused as to why you think owning a cadillac is not an enjoyable experience...especially now that the oil changes are covered. BTW..your car will come with an oil life monitor and based on your wifes driving you might want to consider following that to save some money on unneccesary oil changes.
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