[MrIcky]

Originally Posted by Super83Z

Does he? Did all of you miss the part where the GM employee stated that GM probably wasn't even notified about the situation? Its a far more common practice than is known.

Well since you are quoting someone else referring to me. I think you missed my point- which I'll clarify in just a moment... however- if GM didn't know, then that means they have another issue. They choose people to represent them for better or for worse so they need better communication. Someone said they don't have enough resources to babysit dealers- I'd say that they can find these resources if they want to build a high quality reputation.

Originally Posted by lafountain

If you don't mind me asking, I see you live in Boise.

I think the OP lives in Canada actually, but Hi neighbor!

Originally Posted by Dragoneye

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.

...And here's the crux of the issue. People missed my point in the argument about where to point fingers. This has nothing to do really with who's at fault and everything to do with how people perceive Customer Service. GM could likely be 100% right in saying 'that's a dealership issue'. Everyone on here could be 100% right in saying 'that's a dealership issue'. As far as the perception of Customer Service goes though- that's passing the buck. *edit: I also want to clarify that I only believe this applies here because it was a recent purchase and it was 'on the bubble' for a warranty. I obviously don't think a 6 year old Cutlass would deserve as much attention.

Take my McDonald's example and bump it up a notch. The person sickened by Chicken McNuggets takes McDonald's Corp to court. McDonald's Corp knows it's right because the contamination happened at franchise level-they can prove it. McDonald's can either step away from the franchisee: filing a cross-suit and pointing the finger. Or they can stand behind the franchisee publicly, apologize and figure out how to make it go away. How you handle it will set the tone for other franchisees on how the dealer/gm relationship is going to work.

I don't think there is any debate that GM is just starting to get their reputation put back together. It's at times like these that you have to fall on your sword. (This is a logic argument here- don't get all anti-Jap) Lexus has a good REPUTATION for quality and customer service. They could get away with raising a middle-finger because the complaint would get drowned out by their reputation.

Edit: I bolded a section- that's interesting and I didn't know that. That would make me believe that the imports parent companies "make things happen" or that their district reps are very empowered.

Originally Posted by ssump29

I bet if you called back and spoke with someone different you will get a reply that the information you received for that GM service person is not correct. Quit thinking one person you spoke with represents the company as a whole or that what they said is correct. Ask around I bet they gave you wrong INFO. But your a pointless case you are mad about a car saying its available to ship will sitting in QC. I'm glad you won't own another GM product because you don't deserve one.

And yes I can say I have had a lot of experiences and direct contact with GM given the fact my Stepfather whom just retired was a Regional Operations Executive. Thats why what you say one person you talked to on the phone makes no sense.

Wow, did you really just say that? If you speak to a company and get the wrong answer- that person doesn't represent the company? Let me explain something to you, EVERY person I hire represents both me and the company I work for. Sounds like GM needs some better representative training.

And you don't deserve one? I'm sorry man- you are clueless. This is going to sound more personal than I mean it- but if you learned that attitude from your stepfather (he doesn't deserve a Chevy) then it pretty much makes clear how GM got to where it's been this last year.


Edit: and good morning everyone . I don't mean to be argumentative so shortly after breakfast!