Executive review
The case owner stops responding
Use one documented follow-up and a clear escalation request.
What to do, in order
- Send a brief follow-up referencing the case number, last contact and agreed next action. State a reasonable requested response date.
- If the promised response is missed, use official brand support to confirm the case remains open and request the manager escalation route.
- Attach the existing summary instead of retelling everything by phone. Record each attempt and any new promises.
- Continue outside deadline checks. No response is a reason to seek another route, not to wait without limit.
What you can say
“We last spoke on [date], when [action] was promised. Please provide the outstanding update by [requested date] or identify the manager handling escalation.”
What to watch for
Do not assume a seven-day suggested reply date is a GM policy or that sending another email extends a legal deadline.
Your next step
Use the missed-update template.
Sources and scope · Reviewed October 8, 2026. Practical scripts and sequencing are editorial suggestions, not GM policy.
Cadillac: contact customer assistance ↗Cadillac: support request ↗Find your state attorney general ↗See source notes and limitations →These steps are suggested consumer practices. Follow case-specific instructions, state requirements and your attorney’s advice when they apply.