No that is not normal. If your current dealer will not help then check with a different dealership. I have found that some times it pays to work with a small one owner type dealership than a big name chain dealership. In my experience the chain does not care about customer service where the small dealership does. Do not accept their runaround garbage. If you do not get them to fix your problem let me know and I have the 800 number for Chevorlet home office in Detroit.