Anyone else upset?

[ebackwardse1]

Sorry to vent, but I have started two pretty successful businesses and if I treated any of my customers the way that GM is treating us, they would have never gotten off the ground.

 

I am seriously considering canceling my order and looking at Ford or Dodge. Not because I am excited about their trucks, but because of the horrible way GM treats their loyal customers. The lack of communication and silence is both unprofessional and disrespectful at the same time.

 

I could have bought a Tesla for what I am planning to spend on this truck and I hear their customer service is amazing. I wonder how Ford and Dodge would treat their customers in this situation...

[TJay74]

What is the complaint in regards to?

[Carder09]

Tesla=Spontaneous Combustion....... Look it up.

[KMGZ400]

agreed haha^^ tesla might not be the best option right now if you want to live

[OkieDavid]

Tesla=Spontaneous Combustion....... Look it up.

 

That is blowing up a mountain out of a molehill. I mean, it's fun to poke fun but really, you should read something like this: http://www.forbes.com/sites/markrogowsky/2013/11/19/teslas-musk-responds-to-recent-fires-says-a-higher-standard-is-fair/

 

"...since the Model S went into production, there have been 250,000 vehicle fires in the U.S., resulting in 400 deaths and 1,200 serious injuries. “However, the three Model S fires, which only occurred after very high-speed collisions and caused no serious injuries or deaths, received more national headlines than all [the] gasoline fires combined.”

[Rick boomer]

Sorry to almost hear this bad news. I can't take it seriously because there is absolutely no information as to what the complaint is, how GM responded, or what steps the poster has taken over what time period.

[ace ventura]

The best thing to do if your having a problem is provide feedback. Anytime a product goes into real life use, problems will arise. Recalls will happen too. GM will come up with fixes but they can't occur overnight. If they rush a fix then a second round of fixes can occur. It's not a perfect world either. I think we have seen quite a bit of responses from gm customer service responding to the problems or concerns on this forum alone. If it's something that can't be resolved then it's probably a bigger issue. I used to think that some fixes etc.. Should be so easy but when you look into it further you see a lot is involved. Ford and dodge aren't perfect either I visit the dodge service department often for my work vehicle.

[ebackwardse1]

The best thing to do if your having a problem is provide feedback. Anytime a product goes into real life use, problems will arise. Recalls will happen too. GM will come up with fixes but they can't occur overnight. If they rush a fix then a second round of fixes can occur. It's not a perfect world either. I think we have seen quite a bit of responses from gm customer service responding to the problems or concerns on this forum alone. If it's something that can't be resolved then it's probably a bigger issue. I used to think that some fixes etc.. Should be so easy but when you look into it further you see a lot is involved. Ford and dodge aren't perfect either I visit the dodge service department often for my work vehicle.

I 100% agree with everything you are saying, but I have been in product development for over 10 years and the big part that GM is failing with here is that once you take people's money, you have to do a better job of communicating. Maybe it's just the entire auto industry as a whole that is ripe for disruption.

 

I spent almost the entire month of August in China at our factory working on iPhone cases, and we had issues once the new iPhones were launched that we had to address. If we would have taken customers money and made them wait two months while only communicating "your weekly update is that there is no update" then we would not have any customers!

 

My business is built on customer service and I can tell you right now if I did as poorly a job with it as GM is doing, I would be out of business.

 

Again, this isn't an issue of whether or not I will love the truck once I get it, or whether or not it's important to find and fix problems before you get the product into the hands of the consumer, it's simply terrible communication and treating customers like dumb animals who will get fed information once they get around to it.

 

Every other new car I have purchased I have driven off the lot. Maybe I am just expecting way too much from GM. I hate sounding like such a winer, but being left in the dark is tough, especially with this level of a purchase.

[ace ventura]

I hear what your saying as well. No update as a response would get old.

[DanMan_S]

I 100% agree with everything you are saying, but I have been in product development for over 10 years and the big part that GM is failing with here is that once you take people's money, you have to do a better job of communicating. Maybe it's just the entire auto industry as a whole that is ripe for disruption.

 

I spent almost the entire month of August in China at our factory working on iPhone cases, and we had issues once the new iPhones were launched that we had to address. If we would have taken customers money and made them wait two months while only communicating "your weekly update is that there is no update" then we would not have any customers!

 

My business is built on customer service and I can tell you right now if I did as poorly a job with it as GM is doing, I would be out of business.

 

Again, this isn't an issue of whether or not I will love the truck once I get it, or whether or not it's important to find and fix problems before you get the product into the hands of the consumer, it's simply terrible communication and treating customers like dumb animals who will get fed information once they get around to it.

 

Every other new car I have purchased I have driven off the lot. Maybe I am just expecting way too much from GM. I hate sounding like such a winer, but being left in the dark is tough, especially with this level of a purchase.

 

As an owner of a small business as well, I think I can easily say that companies that actually care for their customers and go out of their way to take treat them properly are not the status quo, but are the anomaly. Every big corporation I deal with is the same, a giant mess of bureaucracy that views customers as a pain in the ass. Companies like GM, Ford, etc will keep chugging away as they have huge internal momentum and are deeply rooted into industry and the economy.

 

 

I actually love dealing with companies like that as a large portion of the clients that buy from me are ones that these large companies had previously offended and driven away.

[T.gleason]

I agree 100 percent with this. I ordered over a month ago and all I have gotten is that my order has been accepted. Thats it, no time frame no guess nothing. I get garbage answers from my dealer and th customer service person on this site. They just need to give a real answer, have a quality issue let us know. The silence is bs.

[fondupot]

Customers ordering vehicles direct is a very limited market for GM (or any car manufacturer). Much more of their business relies on dealers doing the ground work for them. I'm not surprised its taking so long, but being in the dark and with no communication does sound pretty crappy.

 

But then again, I've never heard of a factory direct order going smoothly before. Which is why I'd probably never do it. I've always been able to find a vehicle that I like on a lot, or via a dealer trade.

 

Good luck with however it turns out. Best thing I can say is have patience. The truck will be worth it in the end.

[ktreece]

Tesla=Spontaneous Combustion....... Look it up.

 

Every one of those instances was due to high speed collisions therefore they are not looking any further into a recall.

[ktreece]

Brother, I aint buyin a porsche. You see that one Paul Walker was in just blew up out of nowhere. Don't mind that tree. It should still be under Magnuson-Moss act. That tree was a modification to the front end, not the motor. Shouldn't have blown up. Sue porsche. Profit?

[C25A1guy]

A custom order is just that. A custom order. It'll take time so they can get everything ready just for a 1-off spec build when you normally would run thousands of "built this way" or "built that way" type deals. I think part of it is also the dealer you're working through not being aggressive enough to get the information you need. There's a lot of variables in account, so I can't say certain it's one thing or another. Yes, better communication is essential for customer satisfaction, I agree. Just like when I had my Honda/Acura performance shop.

 

Everything was custom, but I would tell my customers exactly what's going on. Engine and trans is coming out today, engine disassembled and will be at XXX machine shop getting YYY done; will take approx. YYY time. These parts are in; these parts are backordered; I'm stuck at a standstill because I'm waiting on a delivery of this, etc. I have this person coming in to do ZZZ. Stuff like that. I probably would spend about 3-5 hours a week finding out what's going on with outsourced work and informing customers what exactly is going on and what we're expecting to complete within any given week.

 

With GM at their massive scale and network, they probably can figure something out, but it would take time to implement. At a small business level, you're able to be a lot more flexible and implement communications and whatnot much faster.