GM is finding complaints on the net and responding

**raynor139** · 03-26-2010, 02:43 PM

GM scouring Internet for customer complaints and responding...

http://forums.motortrend.com/70/8196...int/index.html

I think GM has finally started to truelly get its act together and listen to the people and bring to the market what they really want. Hopefully we will continue to see this and GM will show the true potential it has.

**86 IROC-Z** · 03-26-2010, 03:22 PM

Let's just hope they figure out the difference between people who have legitimate input and people like me

**LSCyaL8R** · 03-26-2010, 03:26 PM

This is amazing! the positive press alone is worth those, currently, 5 people. They really should expand this and make it company policy. Sort of an open door relationship with customers. It's actually a philosophy that the Japanese used to get so good in the first place. they believed the customer is Kami or "God". The purpose was to do what's best for the customer not the company.... obviously this practice has been lost in recent years but was true of their march to the top. The other philosophy was Kaizen which is a process of continual improvement of the production and business cycle.

I think what we see here is a case of these philosophies at play inside GM. They took a call center idea and learned how to improve it "Kaizen" for the benefit of the customer "Kami". I'm sure the initial idea of chatroom hosts at the call centers wasn't a cost saver for GM and expanding that program to include full internet searches and customer relations is also an expense but it's a method of deffered compensation for the company. Better relations through understanding and improvement will not only improve public perception but, if followed through, create better products and customer loyalty as well as increasing conquest sales.

It's a bit of a rant on this but I do say i am VERY impressed by the moves at GM and look forward to their future IPO. If I could i would love to be in that lol.

Has anyone seen what happened to the SRX? A jorno took one for a test drive and filled it up with 87 octane instead of the required premium.... ended up grenading the engine. Rather than blame the journalist GM made a statement saying the car was designed for premium and had it been filled with premium the event would not have likely occured BUT they will analyze the car and develop new software to protect the engine should buyers mistakenly put lower octane in the car. They will fix all SRX's before they go on sale. Talk about not sweeping it under the rug!!!!

GO GM!!!!!!

**0rion** · 03-26-2010, 04:12 PM

what they really should do is hire people and have them run their own forum. An all GM forum ran by GM where issues are investigated through normal channels (dealerships) and acted upon that way. It would be taking customer service and repair to the next level. It would also be a huge teaching tool for GM as to what exactly their cars are doing on the road.

**raynor139** · 03-26-2010, 05:03 PM

Originally Posted by 0rion

what they really should do is hire people and have them run their own forum. An all GM forum ran by GM where issues are investigated through normal channels (dealerships) and acted upon that way. It would be taking customer service and repair to the next level. It would also be a huge teaching tool for GM as to what exactly their cars are doing on the road.

Mods would definitely earn their paycheck on that site. Every hater would come out of the wood works to bash them.

**MrMasterCraft** · 03-26-2010, 06:29 PM

Originally Posted by 0rion

what they really should do is hire people and have them run their own forum. An all GM forum ran by GM

This is how the MasterCraft boat company works. Have their own forum for their ski/wakeboard boats, and it's an awesome place if you're an owner. Only thing that sucks, is that there have been quite a few malibu and nautique owners trying to get advice and they're not taken in very well

(even though they're still in-board engine ski boats). The site has been threatened to be shut down twice, because MC can't figure out if it's helping or hurting their boat sales. Ah well, I've learned just the same about my boat from there, as I've learned about my LS1 from here. Both sites are wonderful and I love both my babies the same

**0rion** · 03-26-2010, 06:38 PM

Originally Posted by MrMasterCraft

This is how the MasterCraft boat company works. Have their own forum for their ski/wakeboard boats, and it's an awesome place if you're an owner. Only thing that sucks, is that there have been quite a few malibu and nautique owners trying to get advice and they're not taken in very well

(even though they're still in-board engine ski boats). The site has been threatened to be shut down twice, because MC can't figure out if it's helping or hurting their boat sales. Ah well, I've learned just the same about my boat from there, as I've learned about my LS1 from here. Both sites are wonderful and I love both my babies the same

I think when you're talking about a company run site there's only one way you can go about it. Clear posting rules and strict following of those rules. Factual based posts only and no monkey business period. You keep the site/board information only.

**wheeliE-maxx** · 03-26-2010, 06:41 PM

Dear gm, cobalts are complete shit boxes. But you're coming out with a replacement for that. If you run a car or truck design for 5+ years sales might just start to slow also. Please discontinue use of the 4l60e already, it couldn't handle smog ridden carbed 350's even. Fire all of your interior designers. That is all

**MrMasterCraft** · 03-26-2010, 06:48 PM

Originally Posted by 0rion

I think when you're talking about a company run site there's only one way you can go about it. Clear posting rules and strict following of those rules. Factual based posts only and no monkey business period. You keep the site/board information only.

Yes and no. It is a company run site with clear posting rules, but it is hardly ever followed. They've got all the specific thread areas from Engine to the AAG section. You'll see ass and titties on that site, just as you would over here, just not as many perverts as there are over here, so LS1.COM wins for abundance. Maybe that's why I frequent over here, more than TT

**86 IROC-Z** · 03-26-2010, 07:31 PM

Originally Posted by MrMasterCraft

Yes and no. It is a company run site with clear posting rules, but it is hardly ever followed. They've got all the specific thread areas from Engine to the AAG section. You'll see ass and titties on that site, just as you would over here, just not as many perverts as there are over here, so LS1.COM wins for abundance. Maybe that's why I frequent over here, more than TT

What? Yeah, that'll totally work, until a female GM vehicle owner wanders into the off-topic section, see's some random idiot like me posting some sexist or obviously sarcastic remarks, accumulates a shit ton of sand in her vagina, calls upon the feminazis, and creates such a fuss that GM loses half their female customers to Ford or whichever import isn't killing people at the time. Excellent idea.

A company like that has too much to lose from bored moron (i.e., me, in the above example) making a mess using a medium the company owns. If GM started a forum, it would be so locked up there would be a 3-week verification & review waiting period after clicking "submit reply" before your post even gets published on the forum, and it would be purely out of GM's best interests.

**0rion** · 03-26-2010, 07:44 PM

Originally Posted by MrMasterCraft

Yes and no. It is a company run site with clear posting rules, but it is hardly ever followed. They've got all the specific thread areas from Engine to the AAG section. You'll see ass and titties on that site, just as you would over here, just not as many perverts as there are over here, so LS1.COM wins for abundance. Maybe that's why I frequent over here, more than TT

there's their problem.....as a company you can't afford to have that on your site. There's no place for it on a business site. Sure, it might not be as fun to go there but 99% of the people aren't going there for fun....they're going there for information.

**Packy** · 03-27-2010, 06:48 AM

If they just make the TA again all their problems will be solved...

**wheeliE-maxx** · 03-27-2010, 08:13 PM

Originally Posted by Packy

If they just make the TA again all their problems will be solved...

I believe many are with me in praying they don't

**310stanger** · 03-28-2010, 06:25 AM

Let me state this as a person that has had access to FACTORY ran websites IE being a dealership technician, any kind of company ran and used info is acquired via a log in, password etc. So something like what you guys are talking about isnt gonna be the place where some jerkoff can play around.

**86 IROC-Z** · 03-28-2010, 07:17 AM

Originally Posted by 310stanger

Let me state this as a person that has had access to FACTORY ran websites IE being a dealership technician, any kind of company ran and used info is acquired via a log in, password etc. So something like what you guys are talking about isnt gonna be the place where some jerkoff can play around.

Then how would the customers even give their input to GM? I think you're missing the point.

**310stanger** · 03-28-2010, 09:42 AM

Originally Posted by 86 IROC-Z

Then how would the customers even give their input to GM? I think you're missing the point.

a username and login given upon purchase of a new car. That way they can voice their opinions about the product via this website. It would weed out all the bullshit comments that could get made by people that dont even drive the cars. Ie all the ridiculous comments that get made by people that have never even driven a toyota for example.

**MrMasterCraft** · 03-28-2010, 09:51 AM

Originally Posted by 310stanger

a username and login given upon purchase of a new car. That way they can voice their opinions about the product via this website. It would weed out all the bullshit comments that could get made by people that dont even drive the cars. Ie all the ridiculous comments that get made by people that have never even driven a toyota for example.

**86 IROC-Z** · 03-28-2010, 02:49 PM

Originally Posted by 310stanger

a username and login given upon purchase of a new car. That way they can voice their opinions about the product via this website. It would weed out all the bullshit comments that could get made by people that dont even drive the cars. Ie all the ridiculous comments that get made by people that have never even driven a toyota for example.

I own a GM product, would I get one?

**310stanger** · 03-28-2010, 03:50 PM

Originally Posted by 310stanger

a username and login given upon purchase of a new car. That way they can voice their opinions about the product via this website. It would weed out all the bullshit comments that could get made by people that dont even drive the cars. Ie all the ridiculous comments that get made by people that have never even driven a toyota for example.

Read that iroc lol