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GM Customer Appreciation  vs Ford

I

i2tall2c

Full Member
Joined
Feb 17, 2003
Messages
150
Location
Memphis MI
Anyone have any comments on how after you buy a GM product for the most part you feel like it was just another sale...

To give you an example, 6 years ago I bought a Pontiac Bonneville, Nice car, no problems, dealer ok, etc...
3 years later I get rid of it and Get a Ford Excursion, Very nice truck, Dealer (sales) gives a follow-up thank you call, everything ok? 2 weeks later I get a gift of 2 folding sports chairs in their own bag embroydered
"Ford Excursion - No Boundries" Wow! That's cool
1 Year Later I buy a Mercury Marauder Same thing, Call from the dealer, 2 weeks later in the mail a Custom Black Leather coat with Murcury Logo stamped in the back, easy $300 coat Awsome!!! This year I buy 2003 2500 Avalanche Had it now for 6 months, no call, nothing but a survey... And today I find myself on a GM website spending $24 for a leather Av Ball cap...
Most likly next vehicle Ford... Not that I don't like the Ave, It's great... It just seems that Ford is more in tune with keeping customers.

I even got a leather pair of work boots one time from a 87 Dodge truck. (still got'em)

Just my $.02 Anyone else? :p
 
I've never bought a F**d, and I can't say that I have ever received any kind of thank-you type of a gift (I've only bought three cars now, though...two chevys and one VW). That is very cool that F**d did that, and I wonder if it is common practice. Maybe it's b/c you are in MI? ???

I can say this...the CAFCNA member that sold me my truck and the dealership he works for went totally above-and-beyond to make me a happy camper with my purchase and followed-up on the phone more than once.

Hey planetav, when can I expect my GM work boots? Kidding Kidding ;) :p ;D
 
From my experiance GM customer service sux, even with my caddy its far below par. 1 quick example: ?While in the shop(1 of many visits) they dented my fender, i confronted the manager about it, he said he would fix it. ?The next time i see my car, it has cracked paint from the dent wizard. ?The manager said there was nothing he could do, he said its just a crack and he garantees nothing bad will happen.WTF, my car goes in, in pristine condition, then leaves with a crack in the paint. ?I talked to his manger and they finally said they would repaint the fender, which has been done, but has a lot of orange peel. ?I never received any sorrys from them at any point. ?
They said buying a caddy is joined an elite group, BS, you still get treated like crap and they still try to walk all over you, ?last GM i'll ever buy. The way i see it, GM gets your money then runs for the hills, they could care less about their customers!!
Frank
(I needed to vent!)
 
Tdybr27 said:
Sounds more like individual dealers, not necessarily GM only or Ford only... just my .02
Click to expand...

That's what I was thinking myself...

I love my dealer, they called me to see how everything was going after I got my AV, and sent a satisfaction survey even later in the mail.

When I had to take it to the dealership for the bad sending unit, it was done fast, they were nice, and I was happy!

ultravorx...do you do anything but complain?

:cautious:

Kim
 
i2tall2c said:
Anyone have any comments on how after you buy a GM product for the most part you feel like it was just another sale...

To give you an example, 6 years ago I bought a Pontiac Bonneville, Nice car, no problems, dealer ok, etc...
3 years later I get rid of it and Get a Ford Excursion, Very nice truck, Dealer (sales) gives a follow-up thank you call, everything ok? 2 weeks later I get a gift of 2 folding sports chairs in their own bag embroydered
"Ford Excursion - No Boundries" ?Wow! That's cool
1 Year Later I buy a Mercury Marauder Same thing, Call from the dealer, 2 weeks later in the mail a Custom Black Leather coat with Murcury Logo stamped in the back, easy $300 coat Awsome!!! This year I buy 2003 2500 Avalanche Had it now for 6 months, no call, nothing but a survey... ?And today I find myself on a GM website spending $24 for a leather Av Ball cap...
Most likly next vehicle ?Ford... ?Not that I don't like the Ave, It's great... It just seems that Ford is more in tune with keeping customers.

I even got a leather pair of work boots one time from a 87 Dodge truck. (still got'em)

Just my $.02 ?Anyone else? ?:p
Click to expand...

Hmmm, sounds like part of the reason why Ford and DaimlerChrysler are having financial troubles. Worse than GM, anyway. But yes, if they could afford it, sure would be nice if GM did that kinda stuff!

That was my $.02 :B:
 
....My friends, you actually think those folding chairs and the leather jacket wasn't included in the sale price?
When will people learn "There is NO free lunch" .
The more I get "extra" form a transaction, the more suspicious i grow...

I remember when I got a bottle of Dom Perignon in the back seat of my new '00 Land Rover Freelander... Dropped that ride faster than you can say "be Grateful of what you have"
 
Never owned a Ford, but I owned two Saturn's before I bought the Av.

First dealership did nothing out of the ordinary. ?Second dealership (different state) brought my new car into their showroom for me to drive out of. ?Even took my picture in front of the car, and later sent me a little calendar with the same picture in it. ?Nothing fancy, but nice customer service on the sales side. ?Called me a few days later to make sure I was enjoying the car. ?But don't get me started on how bad the Service Dept. was! ?

I switched dealers for service after the first one ticked me off one last time, and had perfect service afterward. ?They called within 2 days every time I had anything other than an oil change done, and frequently sent me a customer satisfaction survey. ?Don't know if anyone read them, but it sure made me feel good knowing I could have sounded off about any bad service I received.

Bought the Av a month ago, totally different dealer, different city. ?Nothing special done. ?

I'm mostly inclined to believe there's more to the dealer than the brand. ?Kinda like buying cologne at Wallgreens versus Marshall Fields. ?They may be the exact same cologne, but if you pay a little more at Marshall Fields, you usually get a "free" gift.
 
I too have received several "gifts" from my past Ford purchases. Okay, the chairs retail would have been $60, but real production costs = $6. It's not that a set of chairs or a leather CD holder would make up for all the problems that I've ever had with a vehicle, but it is a nice recognition that you've "chosen" their product.

My experience with Ford dealers (as recent as March) has been horrible. I know that car salesmen tend to work very hard to get as much money as possible out of a sale (it's their job - duh), but lying to me when I've got the dealer invoice printout in my back pocket is a BAD idea.

My Av salesman did call me back a few weeks after the delivery to make sure that I was happy and to offer any assistance. But, he was an exceptional salesman --- long story short, I went on the lot with a stock number in hand and asked if they still had the Av. He came out with a set of keys and handed them to me, "Take it for a drive and let me know what you think"... no pressure (and it wasn't that he was lazy or uninterested). I bought that day and got a 30 minute period of instruction on how to operate the midgate (like I hadn't researched it, but anyway), and other amenities of the truck. My service experience has been AWESOME with Chevy. The service manager calls to make sure that all the repairs were completed okay!! I don't care how many chairs I get with my $36K truck, one bad (wait all day for a 10min fix) experience in the service dept will lose me as a customer. I haven't had to deal with GM Customer Service - yet... cross fingers, knock on wood, etc. But I'd still like some chairs with my Av...

DavidC166
 
I have purchased nothing but GM over the past 15 years from three different dealers in Houston. The Oldsmobile dealer did a good job selling and service but the only thing that they did extra was to send $ off coupons for oil changed 4 times a year. My '99 Tahoe was bought at Mac Haik in Houston, they gave me 3 free oil changes, and alot of other small cost perks, free washes and the like, and the salesman still sends me and the wife birthday cards every year.
As for the Av, I shoulda bought it from Mac Haik but I went with the internet buy and saved 500 bucks down the street. The buying experience was good, 18000miles later still haven't tried the service. but haven't heard a peep from them other than the saleman called me a week after the sale to make sure that I was still happy.

Funny thing though, all three GM dealers just threw me the keys and said take it for a ride no time limits, the Olds dealer would let me take the car overnight. Strange activities for a city of 4 million. (The Dodge dealer won't even let you drive off the lot. The salesman will drive you to a "safe" area andthen change places with you and tried to kick my wife into the back.
 
I dont complain THAT much, do I Kim? :cautious: I've just been having the worst luck lately. Im just trying to give my honest opinion from my experiance, thats all. Plus, sometimes im soooooo bored at work, that i may ramble a little more than needed, so if i do, just ignore it :-X
Frank
 
It's 99.9% Dealer. Unless a Dealer does something so bad (as in Illegal) and loses the franchise there isn't an awful lot the Manufacturer can do about how the Dealers run their Business.
FYI, when I bought my '99 GMC I later received (from GMC) a CD case, and a nice key ring (double one that separates). Nothing with the '01 or the Av. Got a nice Stainless steel Explorer Key Ring/Fob with our '99 Explorer. Got an extra ?Gold Plated key with our '88 Cutlass. And that particular Olds Dealer used to run yearly clinics. On a certain evening you bring your vehicle in and they check it all out for you while you drink coffee and eat donuts. :D:
 
The two Ford Explorers I bought, both times I received gifts from Ford (Folding chairs both times) and to date have never received a thing from GM. When I bought the Fords both times I received follow-up calls from salesman and dealer. I also received a $50 gift cert. for local resturant because I had minor problem with them getting license plate.
All I got from the Chevy dealer was call to make sure I give them all good marks on GM survey. I took this as only thinking of themselves not the customer.
I feel Ford cares much more about customer satisfaction than GM.
 
I've been a salesman/Manager at a Ford dealership and currently at a Chevy store (and current Av owner). I've seen a lot from both manufacturers and dealers. You guys are correct on a lot of things about the chairs/cd holders. GM really doesn't get that involved w/sending warm fuzzy gifts....it's pretty much up to the dealer. At our dealership, we offer the first 36 oil changes free along w/a picture calender, follow up letters from the salesperson, manager and owner. Of course we do "survey" you to death, but it does help us where we might need improvements. So fill the surveys out as best you can---good, bad, or ugly, it does get the attention of everybody involved.
 
All I got from my dealer was a Great Truck, excellent service and a great repor with the staff. ?I guess I could give all that up and buy a Ford and get a couple lousy chairs and/or a coat with their advertising on them.
 
I agree with dr_bypass in that there is no free lunch, and that most dealers should take a few lessons in keeping customers.
But it sure is nice to have desert with that lunch on the house
even if I did pay for it. From the sounds of it..At least it's not the "All Deserving" Service Dept. eating it...
Just in case you were wondering the next big push up here in the home of the General is: "Sure We know we made some Sh*t vehicles the last 20 years (80s'-90's) How about trying us again???"
Don't get me wrong I will most likly buy GM,Ford,Chry (in that order)
because I just won't buy Japanese and I can't afford European.

And what the heck, If I wanted a vehicle that the motor lasted as long as I live I would buy a pedal bike :p

Living in MI you have to love the big 3, or starve to death...
 
When we went in to pick up our 2003 WBH, it wasn't ready. When they preped (washed it), I sent it back because it was dirty. Found out it had just came in from accross the Bay;just a few Dark Gray/WBH in the area. Sent it back to the wash rack the third time. Came back clean, full tank of gas, was given a voucher for another fill up around the cornor. Received six follow up e mails and a call. Completed the survey and dropped it buy the dealer. Given another voucher for another tank. At $42.00 a fill up, I beat the lawn chairs. Matched the coat and boots. Just kidding guys, I think it is up to the salesman and manager. Firm but not to a point of angering anyone.
 
NO doubt my next vehicle will be the Dodge Ram. They are really in tune with customer satisfaction. I understand next year a heated tailgate is standard on all models. This is for cold weather so your hands don't get cold when pushing it after it breaks down. Just kidding!
 
tomsr said:
NO doubt my next vehicle will be the Dodge Ram. They are really in tune with customer satisfaction. quote]

Our dealership sells Dodge as well...have to say I'm not impressed w/any of the new Ram trucks. From engines to fit and finish....the Avalanche has it burned!
Click to expand...
 
A tin of cookies arrived in the mail a couple weeks after buying my Av. Sent from a fulfillment house under the dealer's name.

All my other vehicle purchases have been private-party. None of them sent me any thank-you gifts.
 
I have to agree that Ford knows how to treat thier customers. My last 3 trucks have been Fords and every dealer went out of thier way to make sure I returned when it was time to buy a new truck.
When I purchased my AV. I researched the dealer that had the truck. Went in and was passed to 3 salesmen and after about 20 min. I decidied to buy. I pulled out my checkbook to write a 35,000 check and you would have thought that I had robbed the place. 2 managers came over asking where I got the money Etc . They even wanted to run a credit check (which they did.. go figure ) . All they had to do is call the bank and get it verified but they had me in there for more that 1 1/2 hours. I would have walked but it was the only truck with the options that I wanted. The funny thing is that I wasnt even going to take possesion of the AV for another 4 days. After i picked my AV up , No phone call, No survey even though they handed me a sample survey showing ME how to fill it out ( all excellent of course). With this said about my experience with this dealer ( Valencia Chevrolet). I wont be back.
 
I think the feedback is important. I wrote a note to the owner of the dealer I just bought from giving him some suggestions on how my experience might have been better. I've purchased five vehicles in the past two years all at different dealers so I had a mix of good and not-so-good. No horror stories per se, but some did things much better than others. My note was intended (and received it turns out) as a 'what would it take to make me say WOW!' buying experience.

* Have the paperwork ready. In this case, the deal was in the works for over a week - they hadn't started until I got there.
* Introduce me to the service manager and perhaps give me a tour of the shop. Heck, I never bought anything from the dealer I presently use for service (different one) and they did that when I came in the first time to try them out!
* Other things specific to my sale I'd rather not go into here...

It seems odd I had to suggest these things, but I guess ideas have to come from somewhere... He was very appreciative and gave me a free oil change for my trouble. I don't care so much about freebies - I just want an expedient, professional, courteous transaction. These guys were two out of three!
 
Blame it on Lutz, GM is SOO out of tune with its customers its no even funny. Bob Lutz keeps saying things are going to change, and he is right! The changes will start once their profit goes down because all their customers switched companies. Come on GM, this is getting rediculous.
Frank
 
We received a couple free oil changes for buy our AV. And every month we get a newsletter and calander made by our salesperson. They are not the same as a jacket or set of chairs mind you, but they are not the cold shoulder either.

I think that individual special treatment is not something that you see on a dealership to dealership level. I believe it is on a salesperson by salesperson level.

This issue of customer service/care is a much bigger issue than just Ford vs Chevy. It goes to all areas of life. When was the last time that you had a waiter who really wnt the extra mile and took care of you?
 
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