GMC Acadia Woes: "GM Missed an Opportunity to Do Right"
The Baltimore Sun reports that Maryland resident Earl Arnette flew to Pittsburgh in April to buy a new GMC Acadia. Despite the fact that the CUV lacked the rims he coveted (and paid for), Earl drove his baby home. Soon thereafter, the power liftgate wouldn't lift, the adjustable seat belts wouldn't adjust and the remote start wouldn't start. Before Arnette could make it to the dealer, he had a head-on with a firetruck. His airbags didn't deploy (even though there had been a recall in February for faulty airbag sensors). After the heavily-damaged vehicle sat at a dealership for two months, Arnette discovered the holdup: the dealer couldn't get parts. Two months after that, the Acadia was finally fixed. Ish. The liftgate and remote start still didn't work. And then the GPS system died. Unwilling to accept an offer to cover his rental car fee, Arnette wrote a letter to GM CEO Rick Wagoner listing his full demands, and contacted the Maryland attorney general's office. Oops. "Arnette's letter to the AG triggered an automatic redirect of his complaint to GM's legal department and all contact with Arnette ceased, GM spokesman Randy Fox said. Should he decide to drop his 'legal action' with the attorney general's office, GM's executive customer assistance center would try again to work out an amicable solution with Arnette." Reporter Why risk bad word-of-mouth on a product that is getting rave reviews? One would think GM could have tried a little harder to accommodate a consumer who wanted the Acadia so badly he traveled 200-plus miles to buy it."