Category: Customer Relations

By on January 31, 2012

“Chrysler Group has elevated the art of the striptease to a new level with the release of its first official image of the next-generation SRT Viper,” claims Automotive News [sub] . Not just the art of the striptease. Also the fine art practiced by the  bar maiden who purrs into your pricked ear: “If you come here more often, then maybe …” Read More >

By on January 13, 2012

 

I remember looking at the then brand new Ford Five Hundred and thinking to myself, “This would make one heck of a Volvo.”

Like the Volvos of yore this Ford offered a squarish conservative appearance. A high seating position which Volvo’s ‘safety oriented’ customers would have appreciated. Toss in a cavernous interior that had all the potential for a near-luxury family car, or even a wagon, and this car looked more ‘Volvo’ than ‘Ford’ to me with each passing day.

Something had to be done…

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By on December 1, 2011

In the comments section of yesterday’s post on the ongoing Chevy Volt fire investigation, I noted that GM might

retrofit Volts with crash protection that can maintain battery integrity in all crash conditions… Mary Barra has said that GM is

“continuing to work with NHTSA to investigate additional actions to reduce or eliminate the potential of a post-crash electrical fire.”

I think some kind of update on the battery integrity front is inevitable, but we shall see…

Sure enough, today Reuters is running an interview with GM CEO Dan Akerson, who says that European deliveries of Opel-branded Volts (called Ampera) would be delayed pending NHTSA’s investigation, and that maybe, just possibly, the Volt’s battery might have to be redesigned. Says Akerson:

We want to assure the safety of our customers, of our buyers, and so we’re just going to take a time out, if you will, in terms of redesigning the battery possibly

Unfortunately, Akerson’s mangled syntax makes it tough to know if GM is really going to redesign the Volt’s battery, or what the “time out” in question means. He does tell the AP [via The WSJ [sub]] that a recall or buyback are options as well. Though redesigning the Volt’s battery could be expensive and devastating for sales, GM’s current post-crash safety protocol is incredibly human resources-intensive, and likely very costly as well. And the fact that GM is even considering redesigning the Volt for safety a year after its release is going to create a huge sales and marketing challenge anyway. Volt production edged down by 199 units in November, and now GM’s sales boss Don Johnson tells the Detroit News that the Volt will miss its 10,000 unit 2011 sales goal. At this point, GM may just want to take a mulligan on the Volt’s first year, redesign the battery, and relaunch the thing.

By on November 30, 2011

TTAC has received the following protocol, developed by GM in the wake of the June Volt fire at a NHTSA facility in Wisconsin, from a GM source and has confirmed its legitimacy with a second GM source. Though the procedure may be refined based on the findings of NHTSA’s latest round of tests, it gives a good picture of what GM currently does to ensure the safety of Volt driver and passengers as well as rescue workers, towing company workers and salvage yards. And, I have to say, it puts some of my fears about this safety scare to rest. It hadn’t occurred to me that GM’s Onstar system could provide opportunities to respond to crashes in real time, and apparently the system provides a wide variety of data with which GM’s “corporate SWAT team” can tailor its response to any Volt crash event. Hit the jump for the full procedure.

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By on November 17, 2011

I caught hell from a number of TTAC’s Best and Brightest five days ago, when I blogged about the Chevrolet Volt fire at a NHTSA facility but failed to initially note GM’s response. At the time, GM’s Greg Martin said

GM has safety procedures for handling the Volt and its battery after an accident. Had those been followed, there wouldn’t have been a fire.

At the time, a number of readers accused me of bias for not including Martin’s response at first. Eventually I conceded that this was some worthwhile perspective for the story, but I cautioned that it only represented the opinion of one GM employee. Whether or not NHTSA actually followed those procedures remained an open question… until now. Automotive News [sub] is reporting that NHTSA couldn’t possibly have followed those procedures, nor indeed could anyone else, for the simple reason that GM failed to share them with anybody. So not only is the NHTSA fire being blamed on the fact that government regulators were not given the necessary safety procedures, but it turns out that rescue workers, salvage yards, towing companies and the like were not taught how to discharge the Volt’s battery either. In other words, this NHTSA crash was an important eye-opener for the Volt team.

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By on November 7, 2011

MyFordTouch was supposed to build on the SYNC system’s momentum, extending Ford’s edge in mass-market infotainment gizmology. Instead, MyFord nearly killed the golden egg-laying goose, by earning Ford a sharp downgrade from Consumer Reports and widespread criticism. Ford has decided that 40-minute training sessions weren’t going to cut it as a response to the complaints that the system was balky and confusing, and The Blue Oval is now trumpeting the all-new for 2013 version of MyFordTouch. Because, in the words of Ford’s spokes-interior-designer-person

As you can see, with a software platform like SYNC, it’s easy to continuously improve and upgrade your system.

You know, in comparison to the all-new Ford Escape she’s sitting in. It’s still not quite as easy as a computer software update: instead of downloading the reflash, you have to go into a dealer to get the upgrade. Meanwhile, this is just the latest hurdle in the hot-hot in-car gizmo side of the business. The big one comes in 2014, when the government issue rules on distraction-mitigation in voice-activated in-car systems. That could make this minor public beta testing fiasco look like nothing…

By on October 30, 2011

Here’s hoping your weekend motoring has been a little bit safer than surfboard designer Roberto Ricci’s…

By on October 21, 2011

In hopes of escaping Chevrolet’s recent past as what he calls a “truck funded, Midwestern and Southern” business, GM’s Mark Reuss is leading a revamp of Chevy’s Southern California retail environment in order to establish a stronger presence in that key market. Now that Chevy offers higher-quality, more-efficient cars that can compete in the SoCal market, Reuss and company say it’s time to focus on the retail experience. The GM North American boss tells the LA Times

We are really going to have a go at California. This is not some half-baked plan. We will be putting a serious amount of money into this.

Serious money is good… but money alone won’t change the culture of a car dealer that’s always played second fiddle to import brands. So, how will GM tackle cultural shortcomings at its SoCal dealerships? Let’s just say that, for all the apparent seriousness with which this issue is being tackled, GM has come up with a Mickey Mouse plan… literally.

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By on October 20, 2011

Aftre just one year on the market, Opel is ditching its Lifetime Warranty, says Das Autohaus in Germany. I don’t know how many new customers that braggadocious warranty got Opel, but it definitely got Opel into hot water. Everybody, from consumer advocates to Germany’s umbrella organization of the car business ZDK, was against it.  Consumer advocates even brought suit. Read More >

By on October 15, 2011

One of most common complaints that traditional “car guys” have about the modern auto industry is that cars have become so complex and computerized that repairs and modifications have become too complex for their mechanical skillset. But, on the other end of the car guy spectrum, EV enthusiasts are taking over the mantle of the homebrew automotive modifications. The New York Times reports that Nissan Leaf owners are taking the lead to fix issues with the first mass-market electric car, creating more reliable state-of-charge indicators and rapid-chargers, tipping the balance of power from the manufacturer back to the savvy, hands-on consumer.  And as EV enthusiasts build communities, share their experiments and improve vehicles like the Leaf, automakers like Nissan are listening.

Despite the antipathy between old-school auto enthusiasts and their new-wave EV counterparts, these two groups have more in common than you might realize… which can only be good news for the larger automotive culture.

By on October 6, 2011

Three years ago I suggested that Detroit win back car buyers by doing something no one seemed to be doing: provide customer care deserving of the name. In a similar vein, Steve Lang recently asked readers whether manufacturers or the government should do more when a model commonly suffers from an expensive problem. Well, according to an article in Automotive News this week GM has strongly encouraged its dealers to pick up the tab on more out-of-warranty repairs to reward and create loyalty.

According to the article, the bottleneck hasn’t been GM—the customer care money has been there, but dealers have been too tight with it because of fears that GM would punish them if they spent it. Why did dealers have these fears in the first place? The article doesn’t say. The important thing isn’t how these fears came to exist, but that they’re currently unwarranted. One dealer calls the new “open pocketbook” approach to keeping customers happy a “seismic shift.” Problem solved?

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By on October 5, 2011

Onstar may have been pressured by privacy activists into dropping changes to its terms of service, but the telematics service is still betting that people want to be more connected than ever. So much so that it’s going offer a service allowing you to rent your car out to strangers.

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By on October 5, 2011

It was Tamara’s first new car. A 2003 Saturn VUE AWD with a 4-cylinder and all the options. Out the door at $25,000.  Overjoyed to have finally afforded her very own new car, Tamara splurged and spoiled it. Saturn seat covers soon adorned the interior and a chrome grille guard was added to give her cute zonker yellow ride a bit more gravitas. The Vue would be her absolute pride and joy for the next seven years.

Until it died. Seven years, two transmissions and only 69k miles, Tamara got fed up with being one of many victims of an under-engineered CVT. Besides she couldn’t afford the $5000+ bill.

Yet she wasnt alone. Far from it. Tamara is just one of thousands of folks who have been given the stiff arm by a manufacturer. All the major manufacturers do this to a degree and no, it’s not because they are evil and uncaring. You have to draw a line somewhere.

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By on October 4, 2011

[Editor's note: videos are from Youtube, and were not taken by the author]

“THE BETAS ARE COMING!” The mid-August e-mail from Tesla Motors breathlessly touted “the most exciting automotive event of the year:” an exclusive owners-only unveiling of the Model S. All 6,000 of us who’d put down $5K deposits on the electric sedan would be invited out to Tesla’s sprawling new plant in Fremont, Calif. to see, touch, and ride in the Beta version of the car, described as “over 90 percent production intent.”

A few weeks later came the e-mail invitation itself. I RSVPed the same day. Tesla had expected attendance in the hundreds, and had made initial plans for 1,000 just to be safe. But when 300 RSVPs came back in the first 23 minutes, they realized they had a tsunami of customer enthusiasm on their hands. In the end, about 2,000 owners showed up, including one guy from Kazakhstan.

Driving my rented Prius up I-880 toward Fremont on the big day, I passed a factory with huge letters on the side: SOLYNDRA. Not a good omen. The start-up Silicon Valley manufacturer of high-tech cutting-edge solar panels, the recipient of half a billion dollars in government loans, had lost hundreds of millions of dollars and just gone bankrupt amid cries of political favoritism and financial fraud.

A mile or so up the road, another sprawling factory festooned with giant letters: TESLA. A start-up Silicon Valley manufacturer of high-tech cutting edge automobiles, recipient of half a billion dollars in government loans, currently reporting annual losses of hundreds of millions of dollars….oh, never mind.

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By on September 30, 2011

Quick, what’s the point of having a navigation system in your car? To get where you want to be going, right? Well, IBM has another idea: maybe instead of taking you where you want to go, navigation systems should be offering to take you where a paying advertiser wants you to go. Say, right past their shop, for example. Popular Science quotes from one of IBM’s patent applications

Conventional route planning systems determine optimal routes based on different preferred conditions, including minimizing travel time or minimizing the distance traveled. By focusing on optimal route determination, the known route planning systems fail to consider non-optimal routes whose presentation to travelers may have value to other parties.

So, it’s not quite to the point of your nav system saying “I can’t let you not pass a Starbucks, Dave,” but in the future your navigation could strongly suggest that, rather than going to the farmer’s market, you stop by the supermarket that happens to pay IBM the most.

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