One hundred forty people have returned a vehicle as part of GM's 60-day guarantee program. The program, which is part of the automaker's "May the Best Car Win" campaign, started in September and runs until November 30. So far, 653 customers have opted for the guarantee instead of a $500 cash rebate.
But forget about bringing your car back, no questions asked. General Motors wants to know why don't you like it. And to that end, some customers will evidently be getting a call from top GM engineers, including Mark Ruess, vice president of global engineering. Ruess told reporters he intends to call an unhappy Malibu customer and a (former) Silverado owner who was dissatisfied with the truck's interior room and fit and finish.
Auto Observer: GM Engineers Call Customers Who Returned Cars
120mmgun says:
04:21 PM, 11/19/09
Maybe they should start asking the customers who KEPT their vehicles what they like or dislike about them. I'm amazed that every time I've bought a new GM vehicle - three since 2000 - that I've gotten a survey from GM asking my opinion about my dealer but never any questions about the vehicle itself. It's like GM doesn't even care what their customers think about the vehicles they've purchased. Or maybe GM just don't want to hear negative comments about the vehicles they produce, especially things that have changed for the worse in a newer model.
For instance, moving from an '05 to an '08 Silverado, the glove box latch was moved from the left side to the center, making it much harder to open from the driver's seat. Or the move of the cup holders from the floor (which was bad) to the top of the fold down armrest (even worse), resulting in zero cup holders when the armrest is up, even though there is a vast expanse of dash where they could have been located. I could go on but you get the idea - little annoying examples of poor design that encourage people to buy their next vehicle from a competitor.
f1ndler says:
05:17 PM, 11/19/09
Seriously, Mr. Ruess should call that guy and ask why didn't he like the interior quality of that Silverado. In fact, he should start thinking about dumping the damn vehicle off the market. I think Taxes can live without it already.
f1ndler says:
05:18 PM, 11/19/09
Seriously, Mr. Ruess should call that guy and ask why didn't he like the interior quality of that Silverado. In fact, he should start thinking about dumping the damn vehicle off the market. I think Taxes can live without it already.
hondacura4 says:
05:40 PM, 11/19/09
It's good to see GM going to these lengths to see why these customers didn't like their vehicles.
wrinklebump says:
06:26 PM, 11/19/09
Really you don't see any other automaker taking these kind of steps to, regardless of PRstuntiness.
thejohnp says:
08:32 PM, 11/19/09
Gotta give GM credit for interacting so closely with consumers. Very few corporations are willing to take that step of direct dialog.
inlinesix says:
11:19 PM, 11/19/09
Subaru sent out a 5 page questionnaire when I got a new 08 WRX asking things like why I liked it, and chose it over the competition. Then they asked me what I disliked about the WRX when I sold it. The biggest complaints I had about it were changed by the 09 model.
I dont know if it would have helped but GM should have discussed more things with consumers, a while ago. But before I knock them too much I would be interested to see how many cars would be returned at Toyota or Ford under they same type of return system.
clarkma5 says:
12:00 PM, 11/20/09
Stupid idea IMO. Why are engineers and designers asking uneducated laypersons about their cars? OK, feedback's good, but I hope they don't take it too seriously. A waste of time on GM's part IMO.
canddmeyer says:
02:08 PM, 11/20/09
Sloppy brakes, vague steering, trannies and rearends that blow at 75,000 miles were reasons I didn't buy another. Nothing has changed.