# 9 for October 28, 2000

Complaints.com received this e-message on October 27, 2000:

From:

RE: Bad Paint on Chevy '94 crew cab dually C3500

Per your instructions I called your 800 number. My fleeting glimmer of hope was promptly dashed by your "customer service" rep who informed me that "there was no recall on paint for that year model truck, therefore we will not do anything about it".

This is pretty much the same thing I was told by the dealer. Here is another tid bit of information for you. My cube mate here at Motorola told me that he had a Ford truck that had the same problem.

Apparently what caused this is the government's requirement in 1989 for toluene based paints to be replaced by aqueous based paints. If the aqueous paint didn't go on within 6 hours of the primer, then there was no bond between the paint and the primer.

Thus, the peeling paint some years later, only on some of the cars and trucks.

Ford denied the problem just like Chevrolet is doing, up until the class action law suit that they lost required them to repaint the cars. I would like to think I could get some satisfaction without having to get that ugly. But if not, you should know this.

I have already filed a complaint on the www.complaints.com web site where I saw others who were complaining about the same thing.

If I do not get any satisfaction I will be joining the class action lawsuit that the scores of disgruntled Chevrolet owners are forming. If the comment from your previous memo "Chevrolet understands that of all the factors involved in customer satisfaction, quality is of primary concern" was anything more than a meaningless platitude then you will hopefully reconsider your final position on this issue. I anxiously await your reply.

Sincerely,

Rob Matthew

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--- Chevrolet Motor Division

wrote: Dear Mr. Matthew,

Thank you for your recent E-mail.

We sincerely apologize for the dissatisfaction you expressed regarding the paint on your 1994 C/K. Chevrolet understands that of all the factors involved in customer satisfaction, quality is of primary concern. We appreciate you taking the time to advise us of your feelings.

If you would like to discuss your comments further, please contact the Customer Assistance Center at 1-800-222-1020, and reference your computer request, number C02022214 when calling.

Sincerely,

Stacey Z. Williams

Customer Relationship Manager

GM Internet Response Center

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Original message follows:

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Type of Request : Product Comment

Type of Response : EMAIL Requester

Name : Mr. Rob Matthew

Address : 10442 S. 159th Street Apt. Gilbert, AZ 85234

Phone Number : [H] (480) 545 - 0610 Ext.:

VIN : 1GCHC33N2RJ380033

Inquired Vehicle : C/K

Comments : Bad Paint...

The paint on my '94 crew cab dually C3500 started peeling off in sheets last year. My dealer (Thoroughbred Chevrolet) says Chevy does not acknowledge any issues with the paint on that year model truck. Furthermore they said that they (Chevy) would not do anything about it.

Now I have personally seen dozens of Chevy cars and trucks from the early '90s with exactly the same problem. Furthermore I have heard that it was a result of some bad advice from a paint contractor in the early '90s.

The peeling paint is clearly abnormal and any attempt by Chevrolet to deny any issues with the paint in the early '90s vehicles only serves to insult my intelligence. Needless to say I am most dissatisfied with the condition of my paint.

I am also extremely disappointed that Chevy will not take responsibility for it and make the gesture to repair it. I will seriously consider that when I go to purchase my next vehicle.

Sincerely,

Rob Matthew

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