Complaint Review: ACDelco

I sent this letter to an executive at ACDelco in Michigan.  It pretty much tells the whole story.  Let's see what happens.

February 15, 2011

(Name and title withheld)
ACDelco
6200 Grand Pointe Drive
Grand Blanc, MI 48439

Dear ________,

My mechanic had to pay for your battery warranty out of his own pocket. My ACDelco 5 year battery failed after three years. This was enough of a problem, but when I got to the mechanic, he said that ACDelco was no longer honoring the warranty. The reason for this was that his parts supplier no longer purchased parts from ACDelco and so the warranty was gone with the wind. He said there was no way for him to get it honored.

I thought that ACDelco was a proud, old-line company and that they would honor their warranties. As companies shift around, there are ways you could still make your warranties work. My understanding is that abandoning a warranty also violates contract law and good business practices. I was pretty shocked.

I hope that you will refund my mechanic the money he spent out of pocket, which appears to be $64.20. Please send it attention: ______, and let him know it was sent at my request. I'm hoping that you would also refund me the money I spent, because this has been an unpleasant experience, both the battery problem and being told a warranty is “gone.” I spent $77.24. You could send it to my address below.

I would appreciate your taking care of this, and also finding a way for the warranties given to customers to be honored in spite of changes in the supply chain. Personally, I may avoid ACDelco parts from now on, but you have thousands of future customers that you could retain if you honor your warranties.

Thank you for your consideration of this matter. Documentation is enclosed.

Sincerely,

______________