Quote:
Originally Posted by MrIcky
Dragoneye, I completely understand what you and others are saying about it being the dealer and not GM.
However, after having attended somewhere around 18 bajillion quality meetings in my lifetime-
A) There is no bright line between the producer and the sales floor to a customer. You are your product and your product is you.
B) If a customer has a problem with your supply and service chain, they have a problem with YOU.
Considering the details here, if I were GM I would have at a minimum started an inquiry to confirm the dealer's service department caused the issue. If I found out the dealer caused the issue I would have applied serious pressure to get the dealer to fix the issue. If they resisted I would have fixed it and charged the dealer. The parts in italics would have been invisible to the customer.
If you have a problem with the dealer then GM has a problem with the dealer. If GM really wants to get the stigma of crappy CS behind them, then they have to embrace and deal with issues like this. It's a 'GM Certified Mechanic' working on the car right?
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Okay, let me start by saying I DO agree with everything you said above.
But...I refuse to put all the responsibility on the company/retailer/etc. The customer is NOT...yep, I'll repeat it, and I've been in sales for a while now, the customer is NOT always right. Sometimes, the customer needs to use his/her brain (and I'm NOT insinuating
anything) to recognize that difference. The fact that they don't results in companies having to put "hot" labels on steaming-fresh coffee cups, or "do not put in water" on hair driers to avoid being sued for faulty product and/or inadequate labeling.
The Vette was a used car. This automatically puts GM at zero fault, because it's had a life after the factory. Yes, it was probably put through the 121-or-howevermany point GM-derived inspection, and yes the mechanic was a certified GM tech. BUT...just because somebody has a piece of paper labeled "GM license to repair" doesn't mean they aren't an idiot. "You have to be smarter than the tool you're using". And they
don't work for GM, rather for the dealer who (as mentioned before) is a private enterprise. To make such a bold statement as "I'm never buying GM again", makes 0 sense...I just didn't get it, it wasn't a vehicle defect that caused his problem...it was a defective mechanic.
And, btw...GM dealers as a whole stand very high in consumer satisfaction and service ratings. Well above the imports...that's not to say there isn't room for improvement, as evidenced by this scenario. I'd like to meet the guy who stuffed a rag down a $70,000 car's throat.
