Bob Lutz Knows Quality
Quality, if you believe Bob Lutz, is not only the absence of things gone wrong.”We shoot not only for absence of problems, but we especially shoot for a joyous owner experience,” proclaims the Car Czar in the latest “Case For GM” video at GM’s Fastlane blog. Which is a convenient way of taking attention away from the “things gone wrong” element of quality, and allows Lutz to spend the rest of the video claiming that body gaps on the Chevy Malibu are smaller than those of any Japanese or German premium brand. In other words, this video confirms what GM marketing has already told us for some time: useless J.D. Power “Initial Quality” rankings define GM’s perception of quality, rather than the durability of its products. So yes, the Malibu has shinier paint and tighter gaps than GM products of seven to eight years ago. But Lutz isn’t Sarah Palin. He can’t simply play the expectations game and expect consumers to choose his company’s products. Word to Bob: make another video. This time try wowing us with your warranty claim breakdowns. Otherwise you’re just bragging about shinier lipstick on the same old pig. Gosh darn it.