Bonneville is lost, and nobody cares
Fellow General Motors dealers: Watch your 'sold' orders.
I received an invoice on a sold 2000 Pontiac Bonneville. The invoice was marked 'sold,' and the manufacturer's statement of origin arrived the next day. The in-transit time expired. I tried to trace the car and could not find it at any transportation yard.
Three weeks later, I received credit for that invoice.
I called the dealer business center and was told that General Motors had made that Bonneville a PEP vehicle and had already placed it in service.
My area manager promised to look into the matter. The next day, he told me I would have a replacement vehicle within a week. Three more weeks have passed and, to my knowledge, there is no replacement vehicle for my customer.
I have made several calls and have not received an explanation. Nor have I found anyone at GM who really cares. GM has done absolutely nothing to help me with this customer satisfaction case.
THOMAS J. McNAMARA
Mac's Chevrolet-Pontiac Inc.
Owner strikes out with Ford brass
In May, I received a Ford survey regarding my purchase of a 1997 Cobra. On Page 1 was Ford Division President Jim O'Connor's statement assuring me this completed form would be of tremendous benefit to Ford.
I filled out the survey in early June, detailing my Cobra experiences in two years and 53,000 miles of driving. I sent the form and my comments to O'Connor. As of Oct. 19, no response.
Late in July, I wrote to Ford CEO Jac Nasser. I had read about his commitment to making Ford more consumer oriented. As of Oct. 19, no response from Nasser.
In early September, I sent a letter to Ford Chairman William Clay Ford regarding my letters to O'Connor and Nasser. As of Oct. 19, no response from Ford.
Based on my experience, Ford's apparent concern with customer input is, at best, a charade. If I get another Ford survey, it will take its honored place in my trash can!
Maybe Ford executives are too busy issuing media passes to people like Robert Lane. Or they might be deciding what city to target next with their brilliant Auto Collection idea!
The writer is a retired chemistry professor at Southwestern Oklahoma State University.
He wants to order a PT Cruiser
An article in your Oct. 11 issue discussed the problems of the car companies in deciding what to build in order to stock dealership inventories with what the customer wants. Well, from what I have experienced with Chrysler, it seems they don't want to build what the customer wants.
Like many others, I have been asking Chrysler to accept my money in advance of the build of the PT Cruiser, only to be told the division can't do it because the vehicle isn't out yet.
I have no problem ordering the vehicle in advance and even telling Chrysler how I want it equipped. There seems to be a problem with that way of doing business. I simply want to avoid the startup problem of Chrysler building a product for the dealer that is not what the public wants.
This is a chance for Chrysler to alleviate some of the problem of second-guessing what the public wants.
What a new concept in sales!
Dearborn Heights, Mich.
The writer is the former owner of Fibercraft, a maker of aftermarket custom auto parts.