• fb_1068548198 avatar Rich Posted: 8/27/2012 10:10am PDT

    GM has a customer service rep that has a known presence on a Pontiac forum that I frequent. The rep does what she can to work a as a medium between GM and the owners with vehicle concerns for both vehicles in warranty and others that may be out of warranty but experiencing a known/common problem.

    Initially there was backlash from some in the forum accusing the service rep of trolling with the final goal of preventing warranty claims. Since coming on the scene, it has been a positive experience for many people that have been helped.

  • Melody Blumenschein avatar Melody Blumenschein Posted: 8/28/2012 8:10am PDT

    It is great to hear positive feedback on GM’s social customer care engagement. We participate on many automotive forums, with forum owner permission of course, and work to take care of customers’ questions or concerns. Our agents engage online for questions that can be answered quickly and when a little more customer detail is required we will take to conversation offline to protect members’ privacy. Thanks for the feedback.

  • Mr. Nuts avatar Mr. Nuts Posted: 8/27/2012 6:55pm PDT

    Pfft. I get far more helpful advice from an auto forum I frequent. Lots of techs who know what they're doing on there.

    If something isn't right on my car, I can usually find another person who experienced the same thing -- and what's needed to be done to get the car effectively fixed. More often than not, I'm printing out a thread detailing a fix and giving it to the service manager so their techs know what to do.

    I've seen some of those GM CSRs in action. Lots of happy talk. Some very basic troubleshooting -- which is helpful for a new customer whose too lazy to read an owner's manual. Thing is, if you have a problem the dealer can't diagnose -- they're worthless.

  • eaglenws avatar eaglenws Posted: 4/22/2013 6:39pm PDT

    We purchased a 2013 Ford C-Max on October 30, 2012. We wanted another hybrid (we also have a 2006 Toyota Prius) and the C-Max is "rated" at 47 mpg city and highway.

    Instead of the rated 47 mpg, we're averaging 39.5 mpg.

    Our C-Max has been back to the dealership for service FIVE times, four times for the electronic "brain" (Ford Sync) and one for a mechanical failure, which required the driver's power seat track to be replaced.

    The electronic issues range from the GPS being off calibration, the clock changing itself randomly, the phone not automatically connecting and the main control panel not displaying all the information.

    We have read many complaints online regarding the Ford Sync system. There is NOTHING intuitive about using the