09-13-2007, 03:33 PM | #1 | |
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GM Dealers Tamper With Customer Satisfaction Surveys
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My feeling is, is that possession is 9/10 the law. They allowed the dealerships to have possession of the surveys and GM was ASKING for trouble. No punishment should come down on employees IMO.
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09-13-2007, 03:38 PM | #2 | |
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Trust is something that is being all but phased out in our society, and things like this are the reason. |
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09-13-2007, 03:40 PM | #3 |
Drives: 2005 Subaru WRX STi Join Date: Sep 2007
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I just can't imagine a manager dealing out punishmemt when it is his fault that it happened.
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09-13-2007, 03:54 PM | #4 |
Well, when you work as a cashier at any retail shop, the manager is trusting you with the cash in your register. If you take any of that, you better be expecting some kind of punishment. Even if they don't find out for a while.
Not the same thing, but it's the same idea. |
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09-13-2007, 04:12 PM | #5 |
Drives: 2005 Subaru WRX STi Join Date: Sep 2007
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You have a point. They did do something that they knew was wrong. It just doesn't sit well with me that GM started the survey this way.
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09-13-2007, 10:21 PM | #6 |
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I wouldn't look at GM being at fault. GM didn't lie...it was the dealerships. The dealerships will be held accountable by GM and their dealer incentives...big money loss. Someone at the dealerships will be held accountable by the owner as well...I'm sure of that. Someone somewhere down the line told an employee to fudge the facts. They did it and won't lose their job for it either or they will sue the dealership. Someone will get the punishment, though.
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09-14-2007, 01:56 AM | #7 |
I used to be Dragoneye...
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Yep, GM didn't do anything, it was a few stupid dealerships, who according to the excerpt, probably had a chance at failing the surveys...which is why they were created! To survey, and rate a dealerships, to make sure it's up to GM standards. If a dealerships was in danger of falling below where GM wanted them, and they fudged the scores, then they should be dealt with accordingly.
I hope above all else, this scares dealerships away from lying a bit...laughable - but one can hope. |
04-01-2009, 11:00 AM | #8 |
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04-01-2009, 11:18 AM | #9 |
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The last few times I bought a new car I did not get the survey sent to me. Maybe some one filled it out for me.?
I have had service one's prefilled where they wanted me " just to sign it".
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08-27-2009, 07:38 PM | #10 |
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To be perfectly honest GM designs the surveys to favor them so that in almost every case they dont have to pay SFE monies to dealers. Stop and think about this Survey .
Survey asks 2 pages of questions like , " Mr or Mrs customer were you happy with the dealer's facilities , or your salesman, or the car , or the Finance manager , or the greeter , or the dealers hours, or the followup, or the knowledge of competitor's vehicles , or the performance , or the carwash, etc etc . Then they give you choices . . Completely satisfied . They were very nice . It was good . My son the manager was very nice . Almost satisfied . Nearly satisfied . closely satisfied .sometimes satisfied . Never satisfied . I hate the world If you chose any above other than " COMPLETELY SATISFIED " the dealer gets NADA , The manager loses his yearly bonus , The finance manager loses his annual vacation monies , the carwash people get charged back and the salesperson gets their pay cut dramatically . The survey should have only 2 possible answers , yes or no because plenty of customers think they are rewarding you by answering in the top five . Go Figure ! |
08-27-2009, 07:47 PM | #11 |
Group Provocateur
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To be valid surveys need to be conducted by an independent company and the results sent to corporate, who then sends the stats/summary to the dealers but not the actual surveys.
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08-27-2009, 07:53 PM | #12 |
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Who the hell brought this thread back from the dead and why?
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08-27-2009, 08:19 PM | #13 |
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08-28-2009, 09:42 AM | #14 |
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Old thread. I hope GM revamps the way they work with their network though.
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