GM’s 60-Day Guarantee Gets One (and Only One) Return, Says Lutz!
originally uploaded by daniel.gene
Bob Lutz: “What’s that you say?”
Customer: “I would like to turn in this truck.”
Bob: “No, no… we don’t sell any duck.”
Customer: “No, I don’t like this vehicle. I want to turn it in.”
Bob: “A pickle?”
Customer: “Nevermind… nevermind!”
Several weeks ago, we reported on the GM 60-Day Guarantee, which is their newest program guaranteeing customer satisfaction with their product. It basically states, anytime within the first 60 days of purchase, if a customer is not completely satisfied with their GM vehicle, they can return it for a full refund. Well, it has been over a month, and GM’s Vice Chairman, Bob Lutz, has already come out to gloat.
Out of 150,000 vehicles sold, only one has chosen to return the vehicle in exchange for a different one. The black sheep of the group was a guy who had purchased a manual transmission Corvette. He later discovered over the course of this month that he did not like the shifting. So… he simply turned it in for an automatic. Most customers thus far have chosen to taken the bribe, err I should rather say $500 cash-back incentive, instead of the 60-Day guarantee.
How GM is interpreting these results, is that consumers have absolute confidence in their vehicles, and therefore have no need for their guarantee. But before GM gets out their party hats and parties like it 2099, if I recall correctly, the program began on September 14th. I also recall that in order to qualify for a return, a customer had to wait at least 30 days.
So, in other words, yesterday was the first day a customer was even eligible to make a return. I admit that GM has a good product, but let’s not jump the gun here. Let’s see where things are in November, and then we can celebrate.
October 15th, 2009 at 9:36 am
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