Open Letter to GENERAL MOTORS from a Disappointed Customer.

Date: Mon, Oct 11, 2010 at 10:43 PM

Subject: Open Letter to GENERAL MOTORS from a Disappointed Customer.

To: gmi.cac@gm.com

Hi,

To whom-so-ever it may concern,

It is with deep anguish that I am writing to you people.

On 29th September 2010,I booked a Chevvy Beat vehicle from ORANGE Auto in Banjara Hills – Hyderabad – Andhra Pradesh. While the time of making the advance Payment itself I was assured that I would be getting the delivery within 10 days.

I wanted to make my car purchasing a memorable event and so I planned to take the delivery on 10th October 2010 (was quite excited to have it on 10/10/10 at 10:10 AM). So I made sure that I got the Vehicle delivery commitment date as 09th October 2010.

All through the 10 days I was constantly calling the sales guy to ensure that all
things fall in place.

Even after ensuring all the necessary checkpoints, I could not get my vehicle delivered to me ON TIME.

My new car Dream is SHATTERED.

When I checked with the sales guy he promised that the vehicle would reach the showroom by 10th Evening (promised date was 9th October 2010).After repeated calls on 10th Evening , not only did the fellow ignore my calls but also dropped an SMS to me regretting his inability to deliver the car on 10th October 2010.

I was waiting till late night on 10/10/10 only to hear from them to come and pickup the vehicle.

But No one turned up.

On 11th October 2010 morning at 10 AM, I called to the showroom and asked to connect me to the Sales manager . I explained him how disappointed we were about missing our car delivery. He promised me that he would ensure that it would be delivered by 11th October 2010.

I waited till evening 5 PM. But there was no call from the concerned person confirming the delivery. Annoyed with their attitude I tried reaching the Sales manager and after repeated calls he rang me up only to inform his INABILITY to get the vehicle delivered on 11th October 2010.

All this Exercise made me CURSE myself for taking a decision to go for BEAT.

I already have a Maruthi Wagon R. I never had to face such situation during my 3years of stay with Maruthi. Now I REGRET my decision to move away from them.

I always had huge expectations on GENERAL MOTORS. But now you guyz have let me down.

For a normal customer such as me, Agencies like ORANGE Auto are the FACE of GM. I trust them only because they are under the flagship of GM. And if they FAIL in delivering their promise- for me GM has failed to deliver a Promise.

That brings me to a basic question. Is your business only to sell XXX number of cars? Isn’t there HUMAN element to it?

When our Emotions/Sentiments are not CARED what is the point in having faith in a reputed brand like GM?

You guyz don’t deliver me a Car when I want. You expect me to pick up a vehicle when you give me. When I am paying the price you have quoted, I think I am eligible to pick the date when I want the delivery.

This isn’t a Vegetable purchase that I am making that I would take it at the whims and fancies of someone else.

A Pizza hut fellow can deliver a pizza in 10 minutes. A Mac Donald’s fellow offers to take off the bill in case they cant serve me within the specified time. But GENERAL MOTORS can’t deliver me a vehicle on the committed date? When such companies lay customer service at the fore front, I am shocked to see such kind of Customer handling by GM.

I am not sure how GM would Compensate me for my Time/Value/Money and most importantly the FAITH that I lost 

Also annoying is the way this entire episode was handled. Until I made the Advance payment I was pestered by the sales fellows, and once I made the payment there isn’t any one to hear me.

Instead of being PROACTIVE your people have stopped to ACT at the behest of a customer. They never pick the calls. They never call back when they promise that they would get back with the relevant updates.

I am DISAPPOINTED. I do not see any ray of hope. I was fooled twice by your people. I do not know if you would make any attempt to set things right in place.

What is the point in making huge Marketing Expenditures to increase the number of FOOTPRINTS in your showrooms when you CAN’t manage your customer’s expectations.

How do you expect me to believe your GM’s Promise to give me a 3 year maintenance free facility, when you can’t give me a delivery on a committed date?

I am not sure if anyone of you guyz would ever respond to this issue, I assume I am just one such UNLUCKY fellow who dreamt of buying a car by going by the BRAND GM.

If someone is reading this, you can understand how disgruntled we are and we repent on our decision to purchase GM Car.

Hope some Damage control exercise would be taken up against the concerned officials.

A Disappointed and Unhappy Customer..