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  • I am currently on the phone with Cadillac Warranty support for the third time today.... this call is at 10:41 pm and they are transferring me to escalations. They are sending me to escalations because when I originally called in to warranty support they ordered a tow from Apache Sands Service Center. The tow was confirmed by text to me, with them arriving at 7:32 pm give or take 10 minutes is how the text reads. 8:23 pm I call Apache Sands, A young lady answers the phone and we determine in about 2 minutes that they have no idea about a tow scheduled. Ok, so I asked if she would call their vendor partner Cadillac Warranty and clear the issue up..long pause, then no she cant do that. Fair enough, I will call Cadillac and see where the issue lies... Cadillac - We sent a fax with confirmation to Apache Sands, let me call them please hold................sniffle.......... Their fax machine was not working correctly so I [this is the Cadillac rep speaking] stayed on the line with them and confirmed they received the fax. They will be there within 1 hour. Call ended at 8:32pm 9:55 pm I call Cadillac Warranty - Tell story again ( by the way retelling the story starts getting old and then I choose to tell it again here so others do not suffer!) I say please cancel the tow company from coming out to my home tonight, it is too late we need to go to sleep. I was placed on hold for a minute or two, the Cadillac rep came on the line and said they said they did not have a record of the tow ( I couldn't help but let a smile crack) She also informed me they did not seem to give it much concern. Transferred to escalations... Just hung up, great conversation with Cadillac, their whole crew was really customer service focused. I do understand small business is rough however this low level service noted throughout multiple years it seems makes me wonder how long a tow company can operate at that level and survive....
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