#CustomerRelations

TTAC Commentator Detroit-Iron writes:

A friend of mine and I were talking about my last Piston Slap question, in particular several people’s dislike of Jiffy Lube. My perspective is that unless you have cars in the shop all of the time or live in one place for a long time, it is difficult to find a trustworthy mechanic. I also believe in general that a good process is less likely to harm a vehicle than trusting to individual diligence. At Jiffy Lube they really only do one or two things and they have a system. They always go for the upsell, but unlike some mechanics they are not likely to recommend any truly expensive unnecessary work (or deliberately break something) simply because they don’t offer it.

The Financial Times reports that Anti-trust officials in Switzerland are investigating the Bavarian car maker due to allegations made by a Swiss consumer TV show. The TV show sent undercover reporters to BMW dealerships in Germany (Swiss and Germany share a border, you know) to try and buy a car. The show claims to have found that BMW is blocking its dealerships in European countries from selling their cars to Swiss residents.

What makes this particularly egregious is that although Switzerland isn’t a member of the European Union (they like to stay neutral), it does have Bilateral trade agreements which guarantee free trade with its neighbors. Restricting trade? Under a free trade agreement? Uh oh…

When I embarked on the Volt press launch, I made a public promise to keep my impressions of the car itself separate from concerns about its overall viability. My review of the Volt is coming on Monday, but a new issue is already raising its head to confront GM’s extended-range electric car. The Volt’s home charger costs $490 on top of the Volt’s $41,000 (pre-tax credit) price, and costs another $1,500 to install. But, according to BNet’s Jim Motavelli, money isn’t the only obstacle to obtaining the home charger that’s necessary to tap the Volt’s 40 miles of electric range. EV advocate and Volt Customer Advisory Board member Chelsea Sexton, of “Who Killed The Electric Car? fame, is one of the first Americans to live with the Volt, and despite enjoying the backing of GM, she’s run into a problem that she and other EV advocates worry will blunt enthusiasm for home-charged EVs like the Volt: she needs a “time of use” meter.

What do you do when a company you own (through your trusty Treasury Department) won’t help you out over the phone? Out of luck with his dealer and pissed off at the “condescending” attitude of GM’s phone support staff, one former Marine and “lifelong GM customer” drove from Virginia to Detroit in order to get The General to take responsibility for chronic power steering pump failures in his wife’s Chevy HHR. His initial reward: more condescension, and the privilege of getting escorted from the premises of GM’s Headquarters. But Marines don’t quit that easily…

We don’t just want it to be seen,” said Jeff Eggen, Ford’s car experiential marketing manager, speaking about the Fiesta’s appearance in “Diaries.” The idea is to “have a second element or a third element” rather than just a placement on a TV program, “where we can engage with the fans outside of the show with additional content

While AdAge raves over Ford’s “product placement plus” marketing scheme for the Fiesta, actual customers for the Mexican-built subcompact are starting to get testy. The Fiesta’s Facebook page is home to several customer complaints about slow delivery of Fiesta, and Ford has already sent out $50 Mastercard gift cards to waiting customers. But in the letter accompanying the gift cards, Ford blamed hurricanes for Fiesta delays… and it turns out there’s more to the story than that. The Freep reports that 6,000 Fiestas were delayed last week due what Ford’s Mark Fields calls “a part-quality issue.”

Honda’s Civic Hybrid has always been something of an afterthought in the marketplace, as Honda’s “mild” hybrid system consistently fe…

This week’s “Haggler” column in the Sunday New York Times was ripped from the pages of TTAC’s beloved Piston Slap series, with a Wend…

Anybody who made it through the last 12 months or so with their passion for the Saab brand intact deserves some kind of free psychological screening and endangered species protection award. Hell, anyone who made it through the last 20 years… you know what, this isn’t the moment for cynicism. Through the wrenching chaos of GM’s often-abortive attempts to sell Saab, the website SaabsUnited has stood by its brand, aggregating the most complete Saab sale coverage on the web, and generally consoling the faithful. Oh yes, and suffering through a relentless stream of cynicism from yours truly (sorry guys, it’s all we know). Anyway, for being the keepers of hope when all hope seemed lost, Saab has named and annual award after SaabsUnited which

will be made annually as the company’s way of expressing its gratitude to people like [SU founder Steven Wade] and others who continue to show us such great support.

Well, the debate over the viability of the Chevy Volt has been well and truly joined, as political and auto writers around the web spent the last week weighing in on the issue. Needless to say, a scan of these opinions shows that my NY Times Op-Ed has drawn a wide variety of reactions, ranging from complete agreement to utter contempt. But, in a phenomenon that seems all-too common on the internet these days, very few commentaries on my opinion (positive and negative alike) bring more detail or nuance to the issue. Which is too bad, because I’d be the last person to argue that I’m capable of doing complete justice to an issue as complex as the Volt in only 900 words. The variables and unforeseeable consequences floating around the Volt’s future are so vast and varied, no writer could possibly hope to cover them all. And one such problem didn’t even emerge until the day after I wrote the Times Op-Ed: dealer markups on the Volt.

Have we scrutinized all the issues behind what they’re doing? Not really. My feeling is that a manufacturer-owned store as a business model violates the spirit of the state law here. But not a single person is complaining about it, and it’s kind of a back-burner thing for us. I imagine that if we start getting complaints from our membership, we would move it up to a front-burner thing

Tim Jackson, President of the Colorado Automobile Dealer Association tells Automotive News [sub] that Tesla’s non-franchise dealership in Colorado is not a long-term strategy, despite the company’s avowed desire to do without dealers. Well, franchised dealers, anyway (state law allows one OEM-owned dealership, and lots of EV tax breaks). Tesla admits (in its prospectus, no less) that wanting to own its own dealers will cause problems in Texas, but in the unlikely event that Tesla becomes a viable automaker, it’s easy to imagine a number of states putting up barriers to the franchise-free strategy. Especially since what we do know about Tesla’s dealer model plan is… highly irregular.

The Porsche Center of San Antonio offers its customers the once-in-a-lifetime opportunity to fill their tires with nitrogen for only $49.95. No word on wheth…

In hopes of convincing consumers that buying a battery-electric car will not be a financial disaster for them, GM is announcing an eight-year, 100k mile transferable warranty for its Volt battery. According to GM’s release, Volt batteries have undergone

more than 1 million miles and 4 million hours of validation testing of Volt battery packs since 2007, as well as each pack’s nine modules and 288 cells. The development, validation and test teams have met thousands of specifications and validated each of the Volt battery’s components.

Tests include short circuit, corrosion, dust, impact, water submersion, crush and penetration, and extreme temperature swings combined with aggressive drive cycles, also known as “Shake, Bake and Roll.”

GM does not, however, specify a minimum-performance range for the battery, saying only that it can run on battery power for “up to the first 40 miles.” That makes it tough to understand what kind of defect or level of performance would deserve a warranty repair or replacement, which is really the key consideration. GM’s claim that this

is the automotive industry’s longest, most comprehensive battery warranty for an electric vehicle

is technically true, but it is also the same warranty period enjoyed by Toyota’s Prius hybrid. Full release after the jump.

Tesla has finally acknowledged the existence of its Model S customers–and it’s about freaking time. It’s been more than a year since I plunked down a $5,000 deposit and officially joined the Tesla family as Model S customer No. P 717. (Projected delivery date: early 2012.) At first, the bennies of Model S ownership were pretty cool. A neck-snapping test drive in the Tesla Roadster instantly persuaded me that electric drive is the future of high-performance driving. An invitation to the grand opening of the New York Tesla dealership, located in the oh-so-hip Chelsea district, featured wine, fancy food, and thin artsy people wearing black. I sat back to await the presumed steady flow of Model S owner communications–technical updates, customer surveys, maybe even a factory tour or a test drive in a prototype for a lucky few of us.

Audi is apparently cashing in on the universal paranoia of having your car at the dealer as well as the distinctly British love of video surveillance, by off…

Context is everything. Because TTAC has never tried to operate as another entry in the press-car sweepstakes, our context for the industry tends to be based more on news from the business end of things than on a regular sampling of the latest vehicles to hit the market. This basic truth about our perspective goes a long way towards explaining our obsession with the travails of the domestic car industry, and the resulting accusations that we are institutionally biased against Detroit. If we do harbor such biases (and our commitment to the truth won’t let us pretend that true objectivity exists anywhere), it is because we are products of the steady flow of bad news that has bled out of Detroit for the past decades. But this is no excuse: we owe it to you, our readers, to be ever mindful of our own shortcomings. With this in mind, I set out on a quiet weekday afternoon in search of more real-world context about the automaker we are most often accused of harboring bias against.