DFOAB

[ScottParts]

I just noticed, the DFOAB page is live again. Should I add "for now"?

[olepartsguy]

who cares about DFOAB. its just a place GM pretends they care. Nothing ever gets done. A parts manager I know is on it and even though he goes/used to go to the meetings in Saginaw also says the same thing .

[STRAUBMAN]

I feel the need to respond to the ongoing DFOAB bashing on this forum. I am honored to have been a part of DFOAB for over 6 years now serving on the Customer Experience Committee. Each committee is quite diverse being made up of GM personnel and dealership employees from every fixed department including Dealer Principles. Each member devotes their valuable time and talent to listen to concerns, evaluate procedures and set policy that works to ultimately keep customers buying GM products. To see forum members here stating that nothing is accomplished by DFOAB is upsetting to me as I have personally witnessed so much being achieved by my own and other committees.

Now admittingly we have had our struggles and the first step is admitting that. We have. One of the main conflicts being discussed over the past 2 years has been the relationship between GM and its dealers. It was and honestly still is a volatile topic as evidenced in many posts on this forum. The belief that GM does not care about its dealers and is only thinking about the mighty dollar is inaccurate. In actuality, the executives do hear you and are making every effort to restore the bond and trust between themselves and dealers. Now, I will say that communication between DFOAB and the dealer body is lacking and efforts are being made to improve in that area.

I wish all of you and every Parts Manager could see what I have witnessed over the last 6 years as a committee member, and there is no reason you should not be able to do so. As I sit in meetings and participate in monthly phone calls, I hear of so much good that is happening, and I think to myself that everyone should hear these things. I truly believe you would have a different view of DFOAB if you could see the issues we deal with as part of running a company of this size and stature. As a member, I will continue to help DFOAB in any way that I can. Hopefully helping GM and Dealers to work together to keep our great customers happy.

[drapp]

Straubman:

Thank you for spending time working on the DFOAB.

In the past, in our area, we used to have both parts managers and service managers clubs. I served on both of these clubs. I can tell you it takes a lot of time and effort to put the club meetings together and keep it going. When these clubs were in their infancy the presidents of the service clubs were actually summoned to Detroit to explain what we were doing. That was an interesting 2 days to say the least!

Later I was involved in dealership / PDC council out of the old Chicago PDC (011) and then the Dealer Quality Network out of the Cincinnati PDC (current location). I can honestly say at that time there were those within GM that did care and actually wanted to assist dealers and customers.

From a service department perspective I don't know if that is true today. I would like to believe it is true but those that care and want to help are difficult to find. With no one at GM willing to speak with a customer it is very easy for them to decline assistance. The further removed they become from the dealership and the customer the worse things are getting. Telling someone something over the phone / computer / email is a lot easier than standing in front of them looking them in the eye.

I think we can all agree that today's GM is not the GM of 10-15 years ago. Now their response would likely be that the GM of that time failed - and they would have a point. However, even though we still complained about them, that GM listened a little more to dealerships and customers. They also based some of their responses and recommendations after listening to us. It seems so one sided now. Perhaps that is a communication issue. However, when I have received literally hundreds of emails from GM since January 1, I don't think communication is the entire problem. The problem may be the message and the lack of an in person messenger.

[STRAUBMAN]

drapp. Well stated. I actually preside over our local Parts and Service club here in Western PA. It is nice for those guys because I can share my knowledge of what is happening with DFOAB. It works the other way as well. Believe me, I get real good feed back from the group that I can take back to Detroit with me. Interestingly enough, The question comes up as to how information could be relayed to the dealer. Many of us have stated "How about a quality DPSM" The DPSM is another subject that has drawn criticism. GM keeps changing the job description for that position, and I still don't think it is where it should be. Every dealer has there own and very different opinions on this position. I can say, the last 2 days DFOAB had 2 web meetings. Very productive ones at that. Some big changes coming. Don't be scared. All instituted by the voices of the dealer. Stay tuned.

[olepartsguy]

straubman.

You speak of all of these changes. yeah we have Day & Ross. big whoopee. please name changes that happened because of DFOAB . Not the changes that were going to happen anyway.
Which changes ?

[drapp]

STRAUBMAN,

I believe a lot of dealership managers would change their opinion of GM --- IF --- a quality, caring, helpful, intelligent, empowered, in-person contact, District Manager was reinstated. I am not talking about a person who drinks the corporate Kool-Aid and stops by to sell it to us. I am talking about a person who can actually assist us in solving some of these problems, especially the ones GM is causing.

As for our current DMA - I have no real idea what this person is supposed to do. I also have no idea what they are supposed to do for us. I cannot remember the last time any of us received a proactive call from him/her.

Remember when they stopped by on a regular schedule, published at the beginning of the month? They would actually take us to lunch once in a while. LOL

[EH427]

Windshield orders. Any fix in the works?
Issue is that it will show stock but it could be out of reach for delivery and is actually on back order.
No way to tell unless you call.

[ScottParts]

STRAUBMAN,

As for our current DMA - I have no real idea what this person is supposed to do. I also have no idea what they are supposed to do for us. I cannot remember the last time any of us received a proactive call from him/her.

Same here. I've emailed ours a few times about hot cases, on brand new vehicles, or just a "problem child" in general, due to backorders. At first he would forward my email, copying me, to someone else, which died right there. That led to absolutely no word from him at all. He came in a couple of weeks ago, and I told him, to his face, that emailing him was a waste of time, and I wouldn't bother with him anymore. He just gave me a sheepish grin, and shook his head, no attempt at an explanation, or apology.

[X476]

Same here. I've emailed ours a few times about hot cases, on brand new vehicles, or just a "problem child" in general, due to backorders. At first he would forward my email, copying me, to someone else, which died right there. That led to absolutely no word from him at all. He came in a couple of weeks ago, and I told him, to his face, that emailing him was a waste of time, and I wouldn't bother with him anymore. He just gave me a sheepish grin, and shook his head, no attempt at an explanation, or apology.


I know we do not have the same rep but this is exactly what our "Rep" does. he is worthless.