Customer Complaint thread

[gtjacket]

Hylton, have you guys received any replies from Cheryl? I read the thread and can't see where she has responded at all. I also have noticed that Scott Settlemire has remained mute on this subject. I am not sure if its because he has not visited this site/thread recently or if it is by design.

[gtjacket]

BTW, My dealer told me he put 3 stock orders in front of mine and that is why I am still waiting for a TPW. He stated that GM told them they could use their allocation how they wish and it was important that he received his stock first so he could sell over MSRP. I don't blame him here but I blame GM. I believe that once the Rentals and dealer cars were made they should only have produced R6P orders b4 producing dealer stock cars.

[20 Camaro 10]

I'm in!!

[gtjacket]

BTW, My dealer told me he put 3 stock orders in front of mine and that is why I am still waiting for a TPW. He stated that GM told them they could use their allocation how they wish and it was important that he received his stock first so he could sell over MSRP. I don't blame him here but I blame GM. I believe that once the Rentals and dealer cars were made they should only have produced R6P orders b4 producing dealer stock cars.

[mmarcum]

Originally Posted by gtjacket

He stated that GM told them they could use their allocation how they wish and it was important that he received his stock first so he could sell over MSRP.

Just wow.

[gtjacket]

I have been extremely patient but now my patience is wearing thin. I find myself getting upset at those who have put in their orders in the past 2 months and have already received theirs ( or they are in transit). I should not feel this way but I guess i somehow beleived that the earlier you pre-ordered, the earlier you received your car.

[3 SS's]

[tjbusa]

I'm in

R6P folks have waited for long enough GM!!! Build early orders before any new dealer orders regardless of allocation. Stop treating your most loyal customers so unfairly

[augrad94]

I'm in too!

[ZYAL8R]

Here in the real world....you purchase your ticket and then go wait in line. When the line starts moving, you advance further toward the front until you ARE the front of the line. Ticket bought in order, wait in order, product delivered in order. That's the only damn way it should be....period.

But oh wait a minute.....I'm not living in the real world here with GM and the Camaro am I? I forgot that part. This is the world where I bought my ticket and keep getting shuffled backward in the line b/c of the dealer cars (which is nothing more than a gouging racket), oh I must move backward again, this time for the rental cars, and don't look now, here come all of these Johnny-come-latelys who just now showed up to purchase their ticket while I've been standing in line since October, and they are walking out with popcorn and a valet who's on his way to deliver their car.

So now I've found myself close to the very end of the line, and why exactly? B/c of very poor customer service which is BAD BUSINESS! Come on GM, wtf are you thinking?

When (and I hate to say this) or IF I choose to keep waiting and the Camaro is FINALLY delivered, and then I'm out driving one day and run into another new Camaro owner and the guy says "When did you order?" and I say "Two days after you COULD order" and then the guy spouts off "I ordered in April and got my car in June-July", I will want to melt his two lips together with my fist.

Not only will all the Johnny-come-latelys embarass the pre-order people, it SHOULD embarass GM.

Now tell me again why I pre-ordered?

[Hylton]

Good post ZYAL8R - many people just don't get that point. In another post I made somewhere:

We as North Americans have become so accepting of poor service, poor communication and poor product that it has really impacted our ability to improve how we do business.

No longer is there a strive to do things better, but rather a movement to just be quiet and accept things as they are because "they know better". Well they don't know better - you just need to compare a companies results against any of it's competition that faces the exact same challenges that they do.

When you have companies or people that do not admit fault when due, you have companies and people who are not open to suggestions, change or improvement.

Yes there are a lot of complaints right now but for very different reasons.Allow me to elaborate on a few:

Early VIN cars -

Nobody thinks that the activity of holding a car back is wrong but when you have someone like Trent who's car was built 46 days ago and there is still no trace of it, you have to ask yourself, what are they doing and how are they managing it? Are they replacing the entire car piece by piece? Let's not forget something here - it took Oshawa 4 days to build it!

But I guess some don't feel that this is a blatant internal problem...


R6P cars (Pre-production orders) -

GM's most loyal customers put their money down on a car they hadn't seen and/or driven. Why did they do that? Well many reasons but the important thing to get here is that they had faith. They had faith in the car being a wonderful product (which it is). They had faith in believing that GM would value their committment above any other customer.

This was not to be the case. GM felt it necessary to build a bunch of dealer cars which were to be used to promote the car at dealerships. If someone wanted to go look at a car and drive it, one would be available at any Chevrolet dealership they went to. What a fantastic concept! Finally, some good marketing and sales initiative. Some early buyers were upset about that but most thought it was a great idea because we all want this car to be a success.

Then GM decided to build AVIS cars before R6P orders because someone at GM decided it was a great way to have more people test drive the car. Many early order people had a problem with that but they lived with it and did not complain.

Now we come to find out that GM will not build the cars according to the date the car was ordered which means everyone who made a comittment to GM early, does not get any benefit or acknowledgement. Yes this will cause people to have to wait longer but the waiting is not the upsetting thing, it's the queue jumping that is what is upsetting. Perhaps some don't understand the relevance here.

Maybe you don't see the implications of someone walking into a dealership tomorrow and buying one of the cars that was supposedly for a dealership to use as a demo car. Maybe you don't see how someone considering a GM truck or a Cadillac will look at GM's decision to build unsold cars for dealers before enthusiasts will cause him to shop elsewhere.

GM had a great opportunity to use this as a marketing tool. Making a public statement about putting this product into the hands of those who had faith in this car before they were even saw it, goes far in the eyes of the public when evaluating a companies character.

Aside from constraints, there is no reason published or otherwise for GM not to commit to all those who originally ordered early. If you want a new Camaro, great! THE LINE STARTS WAY BACK THERE. If you don't think there is justification for R6P owners to be a tad miffed when GM openly condones this practice, then you need to rethink about what kind of society you want to live in.

[Hylton]

BTW folks - all of your posts about your concerns have been publised on the GM blog. Some really great points. Congrats!

http://fastlane.gmblogs.com/archives...vy_camaro.html

[ZYAL8R]

GM had a great opportunity to use this as a marketing tool. Making a public statement about putting this product into the hands of those who had faith in this car before they were even saw it, goes far in the eyes of the public when evaluating a companies character.-quote by Hylton.

Exactly right!

[2010 SS RS]

Originally Posted by Hylton

Okay folks - please follow my lead and post here in the following blog. Keep it civil - Cheryl is a sweetheart and it's not her decision. Posting there will give our issue visibility in the corporate ranks:

http://fastlane.gmblogs.com/archives...vy_camaro.html

Just wanted to get Hylton's forum posting back up for others to see and post.