• Feb 14, 2011
Cadillac is stepping up its customer service game. The General Motors luxury nameplate has announced the introduction of Cadillac Shield – an extensive warranty service scheduled to hit the ground this month. Buyers can now look forward to Cadillac Premium Care Maintenance, which includes oil changes and tire rotations for the first four years or 50,000 miles, as well as the company's five-year/100,000-mile powertrain warranty and four-year/50,000-mile bumper-to-bumper coverage. Pile on five years of 24/7 roadside assistance with courtesy transportation and you've got the basic groundwork for the new warranty program.

And to quote every infomercial ever made, "but wait, there's more."

OnStar is part of the party with one year of the company's Directions and Connections plan and its own smart phone app. The app monitors oil life and fuel levels as well as allowing owners to manage simple vehicle tasks (like locking and unlocking the doors) from their phone.

Speaking of apps, Cadillac is rolling in its own smartphone program as part of the deal, too. The Caddy app allows users to locate their vehicle in a parking lot, schedule maintenance, locate dealers in the area and call for roadside assistance. Hit the jump for the full press blast.

[Source: General Motors | Image: Drew Phillips/AOL]
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Cadillac Announces Shield Owner Benefits Program

Highlights class-leading standard services and technologies

DETROIT, Feb. 14, 2011 -- Cadillac announced today a new program called Cadillac Shield designed to heighten the brand's focus on customer service by tying together the wide-ranging benefits and technologies Cadillac provides its owners.

Cadillac Shield includes Cadillac's class-leading warranty coverage and recently launched maintenance program as well as courtesy transportation if warranty repairs are needed. It also includes 24-hour roadside assistance for the first five years or 100,000 miles.

"Cadillac offers a suite of ownership benefits that makes the brand a leader in the luxury market," said Don Butler, vice president of Cadillac marketing. "Cadillac Shield allows us to raise consumer awareness of these benefits. It's also a commitment by Cadillac to our owners to continually look for ways to improve these services and technologies."

All new owners will become part of the Cadillac Shield along with previous buyers of 2011 models. The ownership benefits covered by Cadillac Shield include:

Cadillac Premium Care Maintenance, which provides scheduled oil changes, tire rotations, multi-point vehicle inspections and replacement of engine and cabin air filters for the first four years or 50,000 miles

Five-year, 100,000-mile powertrain warranty

Four-year, 50,000-mile vehicle bumper-to-bumper warranty coverage

24/7 roadside assistance for the first five years or 100,000 miles

Courtesy transportation during service visits for warranty issues

Standard one-year OnStar Directions and Connections plan, which includes automatic crash response, turn-by-turn navigation, vehicle diagnostics, stolen vehicle assistance and hands-free calling

OnStar smart-phone app, which allows owners to track diagnostic information, such as oil life and fuel-tank levels, through their iPhone or Android, as well as access common key fob functions, such as starting the engine, unlocking doors and turning on the lights

myCadillac smart-phone app that allows owners to set a reminder of where they parked, schedule maintenance services, locate a dealer and request roadside assistance through their iPhone or Android

Cadillac dealers will begin promoting Cadillac Shield this month through a comprehensive marketing program.


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    • 1 Second Ago
  • 16 Comments
      • 3 Years Ago
      Good.

      The local cadillac dealer that I have bought four cars from changed hands the last time I bought my 2008 AWD 304 FE2 CTS and when I brought it in for an oil change...they rotated the tires and tacked on 50extra dollars to my oil change..for a total of 130 bucks...

      I wasn't paying attention when I paid the bill and didn't realize what they charged me until I got home. I was pissed. I never asked the service manager for a tire rotation as I think its nonsense..

      Lo and behold I had the oil changed in my 2008 corvette for 80 or 90 dollars at a different dealership for the corvette and on the way home I stopped off at the cadillac dealer to discuss the error in my service bill.

      The service manager argues with me that he knows better than I do that I needed a tire rotation and I suggested that if I wanted it I would have asked for it and that he was out of line to charge me for it.

      I went to the general manager and told him my dissatisfaction and that it wasn't the money but rather the principle..I have drivers edge bonus points that pays me back for all service related charges...but still its the principle.

      Needless to say I won't be buying a 5th cadillac from that dealership and I don't bring my car in for service there either..

      Thats after buying and servicing 4 cars at the dealership and I'm so easy on the saleman so that the dealership should make a fair profit on my sale they loved me.

      The salesman are gone. The service manager blows. The General Manager was useless so this new program offers or rather guarentees (SP) new cadillac customers recieve the treatment they deserve.

      I've never seen such happy horsesh t in my life.

      Can you tell I'm pissed and over what? A tacked on not asked for 50 dollar tire rotation and had my son not been sick at the time and my mind elsewhere...I would have told them to shove that original bill you know where!

      So this new program will help customer satisfaction and until then I have been travelling to a further dealership that gives me excellent service. They service both my corvette and my cadillac and I will buy my next cadillac from them too! (who cares right? LOL)
        • 3 Years Ago
        Wow that is insane, I would just go to whatever local gas station seemed the most competent, most will do an oil change and tire rotation for 25-30 bucks if u bring in a coupon.
        • 3 Years Ago
        Obviously the mobil one is more expensive as is the cadillac chosen v6 oil filter so 80 or 100 dollars is fair...

        The part that pissed me off is that they took it upon themselves to rotate the tires and charge me a ridiculous price for it. Especially since I never asked for it.

        After I took the time to go to management to explain the situation the dealership should have offered me a half price oil change next time and I would have been satisfied..

        But to ignore my dissatisfaction and just listen ...I realized I was not the first to have this happen. I probably would have been satisfied with an apology....at the very least...but all I recieved was a deaf ear as I explained my dissatisfaction...

        Why pay for a service you don't want..(tire rotation is never cost effective..In my opinion) In my 50 odd years on this earth...I found most fleet companies have come to the same conclusion as well.. tire rotations especially at 50 or 70 dollars is a blow job for sure.

        Since then...I just used my corvette chevrolet technician for service on my cadillac cts and I'm happy.

        Why a cadillac dealer would screw me by doing a tire rotation that I never asked for and charged me for it...may have gained the 50 to 70 dollars but lost my business for all future transactions and that includes buying my fifth cadillac..

        No loss for me...as there are always others that value my business...

        This new program should make future cadillac owners more satisfied with their service and it should be at a level all luxury buyers expect..
        • 3 Years Ago
        They will just find another way to screw you, like not doing the service but say that they did!
        • 3 Years Ago
        I'd write a letter to the regional manager for Caddy sales. I agree, its not the money, its the principle of the matter.

      • 3 Years Ago
      WOW just another reason why my next vehicle WILL be a Cadillac. I have a Traverse now (Chevy) and its AMAZING! Ive always enjoyed GM vehicles but their quality has risen tremendously. I am trying to hold off until they reveal the new XTS but im not sure what year it will be released.
      • 3 Years Ago
      This should have happened a couple years ago. VW, are you listening 'cause if anyone needs a shot in the arm, dependability wise, it's you. Time to put some skin in the game for 800K by 2018.
      • 3 Years Ago
      I buy an Audi in 1999, they start this in 2001.
      I buy a Caddy in 2009, Caddy does this in 2011.

      I guess I should look at the upside. Maybe that means Caddy is due for a huge boost over the next 10 years like I saw Audi experience over the last 10.
      • 3 Years Ago
      I'd rather keep the savings and get the services done from places closer to me or by myself.

      "...oil changes, tire rotations, multi-point vehicle inspections and replacement of engine and cabin air filters for the first four years or 50,000 miles..."
      • 3 Years Ago
      Pointless. How many CTS-V Wagons can be in one parking lot?
      • 3 Years Ago
      So when are they going to bring back the ducks. Wishful thinking I guess.
        • 3 Years Ago
        I have always wondered what happened to those ducks!
      • 3 Years Ago
      Smart move that won't cost them too much in the long run, but could pay huge dividends by attracting - and ultimately keeping - customers in the Cadillac fold.
        • 3 Years Ago
        As with BMW, it's all about keeping lease and 3-year residuals up.

        Still, smart when BWM did it, and still smart today.
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