Category: Customer Relations

By on July 27, 2010

The Porsche Center of San Antonio offers its customers the once-in-a-lifetime opportunity to fill their tires with nitrogen for only $49.95. No word on whether this is special imported German nitrogen or not, but it definitely isn’t the most expensive nitrogen scam out there… [via Corvetteblogger.com]

By on July 18, 2010


A lot of people have little or no respect for car dealerships. In fact, on the TTAC forums, I frequently hear the word “stealership” so much, that I’m herewith petitioning the Oxford English Dictionary to officially put it in our lexicon. I recall the story of a friend on mine who had trouble with a Honda dealership in the UK. His mother bought a brand new Honda Civic and in the final month before the 3 year warranty ran out, the alternator gave up. The mother wasn’t angry that such a failing had happened, she just wanted it fixed. But the dealership had other ideas. They weren’t convinced that it was the alternator and they couldn’t look at it until next month. The mother told her son (my friend) this story and the son though it was a bit of a coincidence that the dealership couldn’t look at the car until next month, which happened to be the month that the car came out of warranty. The son bypassed the dealership and wrote a very strongly worded letter to Honda UK (It could have been “extremely worded”. In the first draft, he threatened to run over their testes with a steam roller). Strangely, a week later, the mother received a phone from the dealership saying that they could look at her car, fix whatever needed to be fixed and throw in a free service. Now that’s a story with a happy ending. Now let’s try one a bit more turbulent, and this one comes from the land of the “stealership”, the United States. Read More >

By on July 14, 2010

In hopes of convincing consumers that buying a battery-electric car will not be a financial disaster for them, GM is announcing an eight-year, 100k mile transferable warranty for its Volt battery. According to GM’s release, Volt batteries have undergone

more than 1 million miles and 4 million hours of validation testing of Volt battery packs since 2007, as well as each pack’s nine modules and 288 cells. The development, validation and test teams have met thousands of specifications and validated each of the Volt battery’s components.

Tests include short circuit, corrosion, dust, impact, water submersion, crush and penetration, and extreme temperature swings combined with aggressive drive cycles, also known as  “Shake, Bake and Roll.”

GM does not, however, specify a minimum-performance range for the battery, saying only that it can run on battery power for “up to the first 40 miles.” That makes it tough to understand what kind of defect or level of performance would deserve a warranty repair or replacement, which is really the key consideration. GM’s claim that this

is the automotive industry’s longest, most comprehensive battery warranty for an electric vehicle

is technically true, but it is also the same warranty period enjoyed by Toyota’s Prius hybrid. Full release after the jump.

Read More >

By on July 12, 2010

Tesla has finally acknowledged the existence of its Model S customers–and it’s about freaking time. It’s been more than a year  since I plunked down a $5,000 deposit  and officially joined the Tesla family as Model S customer No. P 717. (Projected delivery date: early 2012.) At first, the bennies of Model S ownership were pretty cool.  A neck-snapping test drive in the Tesla Roadster instantly persuaded me that electric drive is the future of high-performance driving. An invitation to the grand  opening of the New York Tesla dealership, located in the oh-so-hip Chelsea district, featured wine, fancy food, and thin artsy people wearing black. I  sat back to await the presumed  steady flow of Model S owner communications–technical updates, customer surveys, maybe even a factory tour or a test drive in a prototype for a lucky few of us.
By on July 7, 2010

Audi is apparently cashing in on the universal paranoia of having your car at the dealer as well as the distinctly British love of video surveillance, by offering AudiDirect Reception, which allows owners to watch their car go through maintenance. According to a press release [via WCF], the new program makes Audi technicians wear video cameras and two-way communication systems, allowing owners to constantly watch over their shoulders and interrupt their work. Or, as Audi puts it

Candid cameras will soon be focused on all Audi Centre service areas as part of a new Direct Reception initiative being rolled out across the network that will enable Audi customers to view in ‘real time’, and communicate with, technicians as they carry out diagnosis and repair work.

Up next? Chat Roulette!

By on June 7, 2010

Toyota must have recalled what seems to be all its cars on the road (well, some 8m to 9m worldwide to be halfway exact.) Now it’s Chrysler’s turn. Last week’s announcement for pedals with sticktion was just the warm-up. The serious recalls are coming now.

Chrysler is recalling some 575,000 Jeeps and Dodge and Chrysler minivans, says Bloomberg. Read More >

By on May 20, 2010

Despite intensive examination of more than 2,000 vehicles, Toyota could not find a ghost in their machines. This is what James Lentz, Toyota’s U.S. sales chief will tell a House of Representatives panel today, if Bloomberg is not mistaken. Read More >

By on May 19, 2010

Workers in an Indiana post office were forced to evacuate their workplace yesterday, when the fourth “hoax bomb” targeting Toyota’s US facilities in the last week was discovered there. The AP [via Google] reports that the latest package was addressed to Toyota Motor Manufacturing Indiana in Princeton, IN and according to Toyota spokesfolks, it is

similar to other suspicious packages mailed to our corporate office in Erlanger, Kentucky, on Friday and our West Virginia and Texas plants on Monday. All of these packages were found to be non-threatening

All four packages bore handwritten originating addresses in Nigeria, and contained devices described in the latest instance as a cardboard tube containing electronic components. Auto industry PR guys, you have a new worst-case scenario…

Read More >

By on May 17, 2010

Sadly, my internet came crashing around my ears just as GM’s Q1 results conference call was getting interesting. Typical Monday. I’ll rock myself to sleep tonight with a recording of the call and report back tomorrow, but at this point the big news is plainly visible on this single slide. Yes, GM finally got control of its incentives and wrestled them below the industry average… for a month. That month (March) also just happened to be the worst month this year for GM market-share wise. The next month (April), the incentives went back over the industry average, and market share increased once again. The lesson seems obvious: GM won’t gain market share on promises of high-quality cars and taxpayer payback alone.

Read More >

By on May 15, 2010


The other day I heard a saying which I think is rather apt for this article:

“You can shear a sheep many times, but you can only skin it once”. Except in this article the “shear” is “fleecing” and the sheep is “Daimler.” Bah, bah, bah. Firstly, the U.S Government did a little shakedown of Daimler to the tune of $185 million. When that succeeded, our friends in Russia decided to check this gold mine for any left over deposits. Word spread of them thar gold in Sindelfingen. Incoming golddiggers! Forexyard (via Reuters) reports that Egyptian authorities are going to investigate the matter in relation to bribery in Egypt.

Yes, in Egypt. Read More >

By on April 29, 2010

The one thing I love about the car industry it its ironic sense of humour. Remember the four dead brands of GM? Who’d have thought SAAB would be the last man standing? When Ford was trading at $1 a share and their stock was labelled “Junk” status, who’s have thought they’d be where they are now? Now, I can’t speak for the rest of the B&B, but I’m, personally, sick of this UA business with Toyota. I’ve been rather sceptical from the start and very little has happened to change my mind. However, the God of Irony is still working in the car industry and whilst I was grazing the internet today, I came across this belter: Unintended deceleration. Read More >

By on April 19, 2010

No, the boys of the blue oval didn’t win any new J.D. Power kudos (yet.)

But the relatively obscure RDA Group of Bloomfield Hills, Mich. says Ford has the highest customer satisfaction among all major automakers. This according to Ford’s latest press release. Eighty-four percent of customers who purchased a 2010 model-year Ford, Lincoln and Mercury cars and trucks are satisfied with the quality of their vehicle, says the study. Read More >

By on April 17, 2010

And the hits, they keep on coming: The Nikkei [sub] has it that Toyota will recall 740,000 Sienna minivans that have been sold or operated in cold-weather areas in the United States and Canada. They’ll be checking for corrosion of the spare tire carrier cable. Read More >

By on April 15, 2010

That was fast: Two days after Consumer Reports slammed the Lexus GX460  with a “Do Not Buy” rating, and one day after ToMoCo halted the sale of said vehicle, Toyota already has a fix. Today at lunchtime in Tokyo, Toyota said to The Nikkei [sub] that there will be changes to the Lexus GX460. This in an unusually quick response to CR’s assertion that the SUV’s tail can wag too much when the gas pedal is released while turning at high speeds. Read More >

By on April 14, 2010

Toyota’s Lexus GX 460 has been taken behind the woodshed by consumer reports. The SUV re-emerged with two black eyes. CR issued a “Don’t Buy” rating and declared the GX 460 a “safety risk.” Said TTAC’s Edward Niedermeyer: “Expect GX460 sales to fall off a cliff until the model is fitted with an electronic straitjacket.” Fall off a cliff? Sales are zero as of this morning. Read More >

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