[h24us]

I was experiencing two problems with the H2 that was purchased approximately a year ago.

1. Problem was with turning the steering wheel in a tight area. It seemed to stick as I attempted to turn the wheel in either direction (same symptom as a lose fan belt) without the squeaking noise normally associated with a lose fan belt. This anomaly occurred before the air-conditioning failed to cool.

2 . The air conditioning would only get cool but not cold as it had prior to the problem.

Tuesday, I drove to the dealer for my appointment and explained my two problems before driving home in a rental. That day, the car was ready and I was informed that air conditioning was checked for leaks and red dye used to determine if there were any leaks. They found no leaks and recharged the system. The service rep and I tested the steering problem and found no sticking while turning the steering wheel in either direction.

I drove the vehicle home with the air conditioning at full blast and it only cooled when I arrived home 25 minutes later. I could not understand why the air conditioning was not delivering crisp cold air as it had when I first purchased the vehicle.

I called the Dealer the next morning to schedule an appointment that day. I discussed my problem with the air conditioning not delivering crisp cold air. He later had me talk to his manager who explained that all the High and low PSIs and cabin output temperature are within specification and said there is not much they can do at this point. He said the air is fine and the lack of coldness is subjective. I asked if they would pay for an independent air conditioning specialist and he said it really depends on what they do.

Later that day I had an independent Air conditioning specialist perform an analysis of the system in question and he found that they were out of specification on internal cabin vent temperature and the volume of Freon was ½ lbs short. He cleared the system and added Freon to 1.6 lbs. Now the air is cold and crisp as it should be. He said the analysis showed that the system was being under utilized and that all three areas must be checked: PSI, cabin vent temperature and Freon volume.

I returned to the dealer (by his request) and explained what they did and we took it for another test run to measure the ambient temperature and the internal cabin vent temperature and found only 5 degree temperature difference. He asked if I was happy with the cooling system and I said yes (now that it’s working properly) and to provide customer satisfaction he reimburse the cost charged by the independent air conditioning specialist. However he did warn me that I could void the warranty on the air conditioning by taking it to a specialist with less training and qualifications as the dealer.

Approximately a week later I returned to the dealer with cool air as before. The dealer found and replaced a leaking orifice tube. They EVAC and recharged the A/C system.

On my way home the air conditioning did not perform as expected and returned to the dealer a few days later. They inspected the system and found everything to be within specification. I asked if they could check the Freon level and he said they would not spend the additional time to check the Freon level.

Concerned about voiding the warranty I took the H2 to Mr. GoodWrench and found they do not cover warranty work on H2 vehicles. Since there is no other H2 dealer in the area, I had no choice but to use Mr. GoodWrench.

They found the system PSI and cabin vent to be in specification. However, they recovered 1.27 lbs of Freon and recharged to specification of 1.6 lbs. They also found a possible fan clutch poor engagement.

The system continues to work well but not as well as it did when I took it to the independent A/C specialist.

I received a call from Towbin Hummer to call then if I was not completely satisfied with the service department. I explained my problem to the caller and they in turn had the same manager call me. I return his call and informed him that I had taken to GM service center and they found the Freon to be at 1.27lbs, he said “how can that be” I informed the dealer that they did all that they can do.
Dealer follows process and procedures disseminated by the upper echelon, chief engineers, project manager and their team leaders. This is why I am writing to you.

In final review, I find that your process or procedure concerning this matter should be re-examined to obtain the best quality product to your customer. I have been face to face with the service manager and he has dug his heel in. His process does not allow him to think outside the box or Initiate CPI (Continues Process Improvement). With only one dealer in town, I as a customer is stuck with no warranty coverage with a standoff such as this and an out of pocket expense of $139.17

I return the survey on how they did with a two page letter. In turn they called and the guy on the other end was rude. Again I find myself at a dead end street. I suppose my next step would be to sent it to the CEO.