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File this one under, "See What Happens When You're Hungry?" General Motors has created a dedicated team of customer service agents whose sole job is to track down company and product mentions, good and bad, in the social-mediasphere. If the mention is a bad one, the team will attempt to connect the unsatisfied party with a GM representative who can help resolve the issue.

The revelation underpinning the team's formation is that "GM has found that its customers have higher satisfaction with the company if the automaker is proactively looking to help people." Shocking, we know. It began last summer with another 50-person squad – among GM's five call centers – just doing web chats with people shopping for GM products. After that, five people were pulled together to monitor Facebook, et al to gather references to anything GM.

Not everyone can be helped, naturally, such as the woman griping about her 100,000-mile Cadillac on Twitter. But the fact that GM is reaching out to customers to proactively address issues... well... did any of you see that coming? And it's going so well that the five-person will be expanded come April. Go GM. Finally.

[Source: Detroit Free Press]


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  • 53 Comments
      golfer1john
      • 4 Months Ago

      They responded to my complaint and told me they would make it right.  I made the appointment to go to the dealer, but then they called back and said they had changed their mind, they would not fix what their dealer had broken.  Chasing us down is one thing, doing the right thing is something else.

      • 4 Years Ago
      I like my '06 Lucerne CXS for the most part, traded in an '07 Grand Prix for it. My only gripe ... the cupholders don't work, they're far too shallow. Take a turn and everything tips.
      • 4 Years Ago
      Maybe they will be reading AB too.
      • 4 Years Ago
      My wife bought a Pontiac Torrent and now refuses to buy any GM product. Nothing major happened, but it was just so "cheap" she said. She hates the way the car drives, the way the brakes feel, and mostly the interior and the lack of quality in the materials. We have a Honda which is almost 20 years old and it feels nicer than the GM IMHO.
      • 4 Years Ago
      I wish Audi did the same!
      • 4 Years Ago
      Can we get some GM commenting here on autoblog? I think we complain enough about it.
      • 4 Years Ago
      This is quite unexpected, and unusual...but it is great news! I wish GM had been this attentive and aware back in 2001, when my brand new Olds Alero was making my life hectic. I posted and blogged and chattered everywhere I could, trying to gather technical support for ongoing car trouble. Dealers were deaf, the customer support line was deaf. Alas, switching brands solved my discontent. But back to my point here, which is positive: Good job, GM crew. You're moving in the right direction. While you won't win back a LOT of folks who were screwed with in the past, your improvements in product and customer support can win your acceptance among a whole new generation of buyers.
      David
      • 2 Years Ago
      I Responded to an ad for a sales position a at Chevrolet dealer. I was told I had to attend a 3 day training and that there would be a fee. Eighteen of us attended the training and were told the fee was $629 which would be refunded after 90 days. A long story short, 9 of us paid the fee in cash as was required. Seven were hired. I was not hired and told I would not receive my money back by the sales manager. All week long I had been told I was a top prospect. The nine of us were told we would be contacted in a few days. It seems like everything changed for me after I gave them my drivers license. I was the oldest in the group at nearly 58 years old. I have sent some e-mails to some media outlets and am waiting for a response.
      • 4 Years Ago
      I for one hope more companies large and small start putting this much effort in the customer after the sale.
      Miguel angel Ramirez
      • 3 Years Ago
      i have trailblazer 2006, and the light of the gas cap is turn on, i was remplaced and days after this the light back up , what i can do for fix it?
      michelle12131@yahoo.com
      I have NEVER been SO disasstified with a product and there's nothing I can do about it. Every time you call GM, you get someone in another country telling you "I understand your frustration". How does saying that resolve an issue? Then you tell them the same thing over and over again, they acknowledge it and then they turn around and ask you a question that you've answered six times and they've already acknowledged. Outsourcing may be a cheaper way to go, but whenever you take the jobs outside of our country, there seems to be a major language barrier. These agents seem to use scripting as how to communicate. "I'm sorry to hear that. I understand your frustration." That may be nice to hear ONCE but not over and over as a "solution" Empathy only goes SO far, and whenever a customer is upset, it doesn't go far at all!!!!! GM, you need to resolve customer's issues and hire people who are educated enough to be able to do so. I think you guys love selling, but you don't want to stand behind your sale. I had a supervisor tell me "let's wrap up this call" so I said ok, I'll do that for you, goodbye. I was done! GM SUCKS!!!!!!!!!! I owned a brand new 98 Cavalier, and although there were recalls on the car, I was NOT DISsatisifed AT ALL with the product, but my Chevy Imapala is HORRIBLE!
      • 4 Years Ago
      HERE I AM GM! PLEASE COME AND FIND ME!
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