Warning: Rant Part Duh
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Originally Posted by Dragoneye
Coldpants; roger on the rant warning. I want to respond anyways. 
Well...I guess I just disagree, here. And so does JDPower...... 
GM is currently, imo, the most customer-focused car company out there right now. Their dealerships on the other hand are a different case altogether. But still, GM dealers rate very high on customer-satisfaction surveys, well above most of the imports.  |
I would have to see the sample type and size to argue the numbers. Anyway my argument is with dealer practices and GM's response to them based on my experience and observation through comments on this website (admittedly a small slanted sample, but one that should be in GM's favor.)
From another post:
The dealers are independent but they are the face of GM. You would think that GM would want to exert enough control to ensure that it does not spit at u and that to make sure it apologizes it if does. I called GM about a problem I am having with my former dealer where the dealer is actually violating state law. I was told they would call the dealer and expected GM to give them a good old fashioned tongue lashing and settle the issue with little effort for a customer who had chosen to give them nearly 40k of there hard earned money. Instead when the GM rep called back they were nearly belligerent and in keeping with my spitting analogy basically told me too bad you didn't duck. My immediate reaction was to think about that 10 Mustang sitting on the lot down the block. In times like this can GM really be prepared to so needlessly through away a sale?
Someone said what would you do if you ran GM. I might have independent dealers and I would have to depend on local talent with there varying degrees of ability. But I would have enforceable standards and those standards would include customer service. I have seen too many stories for this to be the case. Even if there are standards (and I am certain there are) it seems up to the individual dealership to live up to them or not and that is a foolish way to run a business.
I have a 2002 Honda Civic I bought as a Certified used car. It had a dent on the body that was supposed to be fixed before delivery. I picked up the car with the dent but with the understanding that I would bring it back in for the repair. Needless to say the dealer reigned. I called Honda for help. Not only did Honda force the dealer to follow thorough on there agreement but they made them pick up and return the car to my door (I live 2 hours from the dealer) provide me with a rental AND fixed some damage I had caused in the meanwhile backing into a sign. (coldpants shall not make fun of backup sensors) What was the result of this? When looking into getting a new car one of my considerations if I was not going to wait for the Camaro was the Civic SI something I would not have done without this treatment. GM could learn from this example.
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It sounds to me like you're describing Nissan, or Toyota....as for the performance warranty thing...I assume you're speaking about the Corvette. That car can take care of itself under racing conditions, and so there shouldn't be any warranty issues...IF you're not a suck-driver, which is why they shun racing in the warranty. Let's put it this way, how would you like to warranty a screwdriver. And some fool uses it to hammer a nail, and brings it back all bent, crying. You'd tell them to take a hike.
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Not what I am seeing. To carry your analogy it would be like I sold a heavy duty screwdriver and some really strong guy tried to really torque down on a screw bend it then saying sorry too bad.