GM customer assistance

[gordyw]

I have noticed a trend the past couple months of some off the wall recommendations coming from the CAC for General Motors. I have had to alert my Rep on occasion to some of these (ie) CAC telling customers that I will set up a meeting to have them see their vehicle?? will look at their vehicles paint jobs?? have tried to talk me into giving away something which I feel totally against, which I beleive was for the sole purpose of them not wanting to say no to a customer. Also, it seems the concerns they are calling me about are so minor, and they are talking about issuing buybacks etc, that I have no clue where they are coming from.
CAC seemed to be very good for quite a while, I'd say from 1999 or so till up to a couple months ago, but it looks like those days are over.

[Doug]

I agree. Cust Assist is making me nuts the last year or so. Frankly, I am getting tired of training them on how to make a good policy decision and am frustrated by the way they create unrealistic hope in our customer's minds.

Some of their ideas on "goodwill" decisions are so far out of whack I can't believe it and, additionally, they are becoming belligerant if you disagree with them.

Someone has to teach them how to say "No!".

Quite often what they suggest as a solution to a dispute is in direct conflict with GM Policies and Procedures or, at very least, opposes the guidlelines which have been in place for some years now. We try to abide the rules, THEY bend over like wheat in a hurricane, and we look like like the bad guys.

Almost every conversation seems to include, at some point, "Please contact your ASM to see if he will consider a repurchase."

I'm tired of being asked for my opinion only to have it totally disregarded.

The last couple times I've said "Look, why don't YOU just make the decision?" They stammer and stutter at that point. They can't or won't make the decision themselves but have no respect for our many years of experience in the business and our ability to make good decisions.

I'm pissed ! Thanks, gang, for letting me rant on and on ! It sure felt good....

Cheers,
Doug