Webchat: Let’s Talk About GM Quality
Please join Vice President of Quality for GM North America Rick Spina on Monday, June 22 at 2:00 p.m. Eastern Time for a one-hour live chat to discuss quality and GM’s results in J.D. Power and Associates’ 2009 Initial Quality Study.
Looking forward to hearing from you. - Janine Fruehan, Communications Manager, Product Quality & Safety
(Note: While we can’t address specific customer concerns in this chat, resolving them is very important to us. If you have any questions or concerns about a specific GM vehicle you can reach us 7 days a week, 24 hours a day, by calling the appropriate Customer Assistance Center telephone number. Buick: 1.800.521.7300, Cadillac: 1.800.458.8006, Chevy: 1.800.222.1020, GMC: 1.800.462.8782, Hummer: 1.866.486.6376, Pontiac: 1.800.762.2737, Saab: 1.800.955.9007, Saturn: 1.800.553.6000)
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Since MR Henderson is ” not a fan of rebadging” , does that mean that the best Buicks in China are going to hit the road too? It sounds too much like the “Old GM”.
Get rid If GMC not Pontiac. All GMCs are is copies of chevy trucks. Pontiac has a much richer heritage that GMC doesn’t. Pontiac kept muscle cars alive through the 70s and 80s. They’ve also been around a lot longer. Don’t let Pontiac join oldsmobile and Oakland in the GM graveyard.
why did GM not correct the intake gasket problems with the V-6 engines for years as my son had a 3.4 engine in a new 1997 venture van that cost him to have engine repaired and he had the same problem with a 2003 venture van with the same 3.4 engine that he had to pay to have repaired. he now drives a KIA van because of this problem after owning at least 8 new chevys. i had the same intake problems with a 2004 impala but i was lucky to have the GM extra cost extended warranty. i know at least 20 people who will never buy a GM product because of this problem. it was a case of GM stepping over dollars to save pennies in my opinion. as a long time buyer,since my first new GM car in 1953,i have owned over 20 new GM cars and 11 new corvettes and for your sake and mine as a loyal GM customer i hope you do not make these types of mistakes again.
An open letter to Fritz Henderson, President, General Motors:
OK, Mr Henderson, listen up, because this plan is short, sweet and may be the only way to save what’s left of GM.
You are on the right track recognizing that one of GM’s big mistakes was keeping multiple divisions that make similar cars. You just need to take more drastic action to save what is left.
First – Dump Cadillac, Buick and GMC as well as Pontiac, Saturn, Saab & Hummer. Yes – Do it. Cadillac is past it’s prime and represents gas guzzling excess. Attempts to change that in the eyes of Americans will fail. Sell the Cadillac division or close it down now.
Buick – Shut it down. Old people who can’t buy Buicks will buy a decent alternative. Those sales can be transferred – trust me and read on…
GMC & the GM name/brand. Kill it. More than anything, the GM brand contains negative marketing to consumers due the the recent problems. GM started as a merging of many good auto companies – the best of which is the one that needs to be saved: Chevrolet.
Here is the plan. Kill GM. Dump Cadillac, Buick and GMC. Turn GM back into Chevrolet. Chevy has the best positive appeal to consumers. Use that to your advantage for Marketing. Go back to the old “Baseball, Hot Dogs, Apple Pie and Chevrolet” appeal to Americans who will be patriotic to the Chevy brand.
Chevy has the best potential:
Green / Environmental: Chevy Volt
Sports: Corvette / Camaro
Economy: Cobalt
Mid Size: Malibu
Full Size: Impala
Trucks: Chevy Trucks can replace GM trucks. Most were the same anyway.
Fix the problems with existing models like the Cobalt IMMEDIATELY. That means upgrade components like brakes and front-end components. Don’t cheap out. Hey – if the kids can put cross-drilled rotors and upgrade and race Cobalt’s, what the heck is wrong with you spending a few more bucks to make a great little car?
Make a new model for the old geezers to buy since Buick is gone. Hell, call it a Chevrolet Buick Roadmaster Classic and put portholes on the side if you have to.
Announce the death of GM and the re-birth of Chevrolet. Do it right and in a few years you will reap great rewards.
Pretend it was your idea. I don’t need the credit or the fame. I’d just like to see a great American car company survive, and know it’s going to take balls to do it.
When a family member bought a used GM car from a GM dealer recently, the GM dealer offered an extended warranty from an outside warranty company other than GM. They said they would sell the GM warranty if that’s what was desired. But the dealer sales people claimed that this other warranty company had convinced them that it was better than the GM extended warranty. One rationale given was that GM warranty has college kids answering the phones who don’t know as much about cars, and that the other warranty company had certified mechanics answering the phones. Another rationale given was that it was easier to get repairs approved by the other warranty company.
Does GM know this kind of thing goes on?
Its great that GM is reaching out the the customer base and getting feedback from the source! Please continue these life chats as they give us a way to give input for the products we live with everyday.
I see that Nate and Rocket 88 got in their questions. I doubt they will accept the answers.
Diesels are not going to catch on here unless there are major changes to our tax and emissions rules structure. Period.
motorman,
I know exactly what you are talking about. I have a 2001 Impala that had the same problem. fortunately for me, I work on my own cars and replaced the offending intake manifold gasket with a fel-pro manufactured one that is advertised as “problem solver gasket. It replaces the flimsy plastic of the OEM with metal and has larger sealing surfaces than the OEM.
in this same line of thought, if anyone out there has one of the older four speed automatic transmissions that has not failed, it would be best if you changed out your transmission fluid from Dextron III to Dextron VI. The newer fluid is designed to work better in transmissions that operate in a state of constant slippage (which the GM four speed and higher automatics do) and operate cooler. This may prevent you from having to replace your transmission at 100000 miles (like I did). I now have 160000 miles on the Impala with no problems. I also changed the fluid in my 2002 Cavalier before I had any problems, and now I have 200000 miles on the car without any transmission problems.
motorman,
I tried earlier to send a solution to both the intake manifold gasket problem and to transmission problems that some GM cars have, but was censored out by the moderator. This was probably because I used the name of an aftermarket part company that fixes the flawed intake manifold gasket. My comment was not abusive, was on topic (GM quality) and was correct. If the moderator is afraid of having the truth told, then maybe they should not offer a blog site and keep their heads in the sand.
“I see that Nate and Rocket 88 got in their questions. I doubt they will accept the answers. “
You are right Sheth, I don’t accept the answer he gave about diesels. If Obama’s Automobile Task Force has the power they are supposed to have, then why can’t they have the EPA change the rules on diesels?
The Task Force had the power to set new CAFE rules, so they should also have the power to make the EPA be flexible enough to change their emission rules so car makers can build higher mileage, and more durable, cars with diesel engines.
But the members of the Auto Task Force are not really experts on cars from what I hear, so it’s up to GM to make the case and ask for more flexible diesel rules. Have they done that? As far as I know, the answer is, “No.”
my apologies to the moderator, Apparently they were overwhelmed at the time.
Rocket 88,
The only change I’d like to see is a slightly less strict particulate regulation… but even at that is complete BS to change it. GM, Ford, Chrysler/Dodge, VW, Mercedes and now BMW have ALL jumped through the EPA hoops to offer some type of consumer level clean diesel (Ford, Chevy, Chrysler/Dodge only offer trucks though).
The standard CAN be met even if a few MPG is lost in the process. So to me GM or GM supporters crying that the EPA regs aren’t fair or need to be changed is a waste or breath. Clearly manufacturers have jumped through the hoops and made products people can (and now are) buy(ing). Playing the not fair card just screams poor sport.
I say with respect to diesels: GM get your offerings over here and certify them sell them for a few years as an experiment and see how many people buy them. Otherwise they’ll never know. Although I’m wiling to bet GM is betting on the Volt which I think is somewhat of a mistake. Then again I’ve come to expect this type of foolishness from GM…..
[Comment From Justin ]
Its not a surprise to see that Cobalt is not listed. My car shuts down when I drive, airbag comes out, electronics don’t work and its damaged and sold brand new. The Aveo and the Cobalt both are always ranked the worst in their class. What is GM/Chevrolet trying to do to improve the quality of its smaller car segment?
“Rick Spina: Really sorry to hear you’ve had problems. Small cars are important to us. We know our results need to be better. There is lots of internal focus today on small cars and the upcoming Chevrolet Cruze will be an important indicator of how far we’ve come. ”
this is an interesting response from Rick Spina. Basically, to paraphrase, Really sorry to hear you’ve had problems, but you bought a crap car from us and we’re not going to do anything about it. instead, I’m going to suggest you buy the new Cruze when it comes out. It will be MUCH better quality than what we’ve made for the last few decades. No, really…trust me…this time for sure.
I don’t really understand why GM executives are out of touch with the American consumer. JD Power doesn’t mean a darn thing to me. When I look for a new vehicle, the first thing I look at is Consumer Reports. The initial quality of a vehicle means nothing when I’ve owned the vehicle for two years or more. After that, things that are important are:
1. Long term reliability.
2. Ease of repair.
3. Costs of repair.
Being a construction man, I currently own a GM truck. I have owned Fords in the past. This GM Truck has proven to be very difficult to work on. Additionally, after 50,000 miles I have transmission problems.
The initial quality may have been fine, but that is no indicator of how well the truck is running after 50,000 miles. Right now, it is not running so well. I should have gone with Consumer Reports instead of listening to your advertising.
Sheth jones said, “Diesels are not going to catch on here unless there are major changes to our tax and emissions rules structure. Period.”
Sheth jones,
Did you listen to the report on National Public Radio yesterday about clean diesels? In New England the VW Jetta TDI is so popular that customers are putting their names on waiting lists at several VW dealers in the hopes they can get one.
VW is also ramping up production in order to meet extraordinary demand. So much for “Diesels are not going to catch on here…”
What current cars that GM makes are so popular they have had to “ramp up” production? As far as I know, only Camaro, and that will go away as soon as the new wears off.
Ed said, “I don’t really understand why GM executives are out of touch with the American consumer.”
Ed,
Probably not that difficult to understand. They all live in Bloomfield Hills and belong to the Bloomfield Hills CC. They no doubt get brand new cars each year at steeply discounted prices (if not free as part of their comp package), and if the car has any problems they hand the keys to their secretaries in the morning, and some skilled GM technician has it back to factory specs when they are ready to leave work for that cocktail at the BHCC.
The best thing that could happen is if the GM Board of Directors required all the execs to shop for and buy their cars anonymously from regular dealers, and also take the cars to those dealers and their service departments when something goes wrong. (Again anonymously. No “I’m a GM executive, “Wink, wink.” allowed.)
“I don’t really understand why GM executives are out of touch with the American consumer.”
Ed,
The way they now stay in touch is to hire consultants to tell them how the American consumer is thinking. Those consultants then do polling and run focus groups to get a picture of the American consumer they can give to the GM executives.
I guess the executives feel they don’t need to be in touch since they can hire professionals to do that for them.
Personally, I think it would be better if the GM executives made road trips incognito around the country to connect personally with the American people. They should just take one of their GM cars and hit the road for a week or so every quarter. They should stop in coffee shops, truck stops, car dealers, post offices, small town service stations and race tracks, etc. and talk to people about cars without identifying themselves as GM executives.
I bet they would get a better feel for what the American consumer wants and needs in a car and a dealer network that way than from hiring professional consultants to run focus groups.
I wish you guys could have a simple “suggestion box”.Helping your ailing corporation is as difficult as pulling teeth from an elephant. Here’s my suggestion-If Toyota can license hybrid technology to Ford then why can’t G.M. license “On Star” to :
Toyota,Honda,Hyundai,Fiat,Volkswagon,Renault,Peugeot,and Nissan?Use “On Star” as a cash cow.It hasn’t been effective as a means of promoting your products to the extent that you had wanted it to.
First let me congratulate GM for ranking so well in the JD Powers “Initial Quality” rankings. I am thrilled for them. I was one of the recipient’s of one of these surveys. With barely any miles on my then new 2007 Pontiac G5 I soon received the survey. It was a lengthy survey asking all sorts of questions about the car as well as the dealership and my experiences and satisfaction with both. Well being the proud owner of a brand new car and quite satisfied with the way it was operating, I quickly filled out this survey and gladly gave my new car glowing remarks.
Well, that was then and this is now! Today, if I were to receive a mid or long term quality survey, I fear my responses would be quite different! Shortly after the odometer turned over 40,000 miles, my new car started to develop quite a few creaks and moans. At around 44,000 miles it developed more rattles, shakes, banging and squeaks than an old, well worn Chicago taxi cab. I took it to my local dealership to see what was causing all this and shock of shocks, I was presented with a $1400.00 repair estimate. That’s right, one thousand four hundred dollars! Seems most of the front end suspension is shot! None of which is covered under any warranty! Well, needless to say I am not only shocked but extremely unhappy and disenchanted with this car. I purchased a new car because my other one was beginning to take a real bite out of my income. And now it seems this newer vehicle is only going to be worse! Well so much for that “initial quality”!
So, needless to say, I am now seriously considering getting rid of this car and finding one that will have better quality, durability and reliability. And after my experience with this car, I doubt it will be another GM product! I am more than a little gun shy. However, to the credit of my dealership and GM’s Regional office, they are splitting the difference with me on the cost of repairs. But still, this much wrong on a relatively new car and only 45,000 miles! Really!!!!!
What else might be in store for me if I hold on to this vehicle? This type of experience does little in the way of confidence building in a company! While the initial quality of vehicles may be narrowing, there seems to be quite a chasm in mid and long term quality, durability and cost of ownership! Several of my family and friends, all of whom own competing brands ranging from Ford to Mazda, Nissan, Hyundai, Kia and even an ancient Honda, are shocked that such a situation exists in a car this new with this many miles. They too are questioning the quality of GM’s products. To some this simply reinforces their decision in not purchasing a GM product!
As much as I would like to see GM succeed and as much as I would like to do my part in helping them succeed, by continuing to purchase their vehicles, and sing their praises, this experience has left me and several other people, with a sour taste. So, needless to say, not knowing if I will be able to afford to keep this car, I will, in all likelihood, begin my quest for another car to purchase. What will it be…. Ford, Mazda, Toyota, Scion, Nissan or maybe Hyundai, even Kia? Or maybe another GM product?!?
Well it’s fun to check back into this blog once a year or so… just to see if anything has changed. NOPE
Still the same people bragging about how great their GM car is… you know them… they’d buy GM even if it said Pontiac Aztec on it… and even if it disintegrated in 50,000 miles… and even if the resale value stunk so bad that no one would even buy it when they decided they wanted a NEW GM car.
And then there’s the rest of us that get adventurous once a decade or so and buy another GM vehicle… only to find out it’s the same old junk we got tooken with the last time… so we go back to Toyota and Honda.. AGAIN.
How about a truck… that’s small enough fit in an American garage… and gets over 30 MPG? And don’t say it can’t be done, because you already make them in other countries. I don’t need to haul 13 kids in the back seat… and I don’t need to tow a 5th wheel… but the bed of every truck should be capable of hauling a motorcycle or ATV. Or how about small station wagon/crossovers that have enough room in the back for a 6 footer to lie down so I could use it for camping?
I mostly come in here to find out if there’s ANYTHING coming down the pike that would look good, be economical, and practical… so I can cash in my $3000 worth of GM credit card points.
And as usual… NOPE