General Motors’ new Chairman, Edward Whitacre, is asking its engineers to call a couple hundred customers who are returning or exchanging their GM vehicles under the company’s 60-day money-back guarantee program. Mark Reuess, GM’s vice president of global engineering said today that he is personally calling customers.
Reuss said that this evening he will call a customer who returned a Chevrolet Malibu sedan and a Chevrolet Silverado pickup. He said that the new effort is a prime example of how product development is changing under the new GM.
“It was a really good idea,” Reuss said. “First, the customers are thrilled the engineers and vice presidents are calling them. But it’s also about as direct and unfiltered consumer feedback channel as any we’ve done.”
Of the 220,000 vehicles have been sold under the 60-day money-back guarantee and about 653 customers opted for the return program instead of the $500 cash rebate. It is reported that of the 653 customers, about 140 have asked to return or exchange their new GM and 53 have completed the return or exchange process.
– By: Omar Rana