Filed under: Car Buying, GM



Last month, General Motors raised some eye brows when it announced its 60-day satisfaction guarantee program giving customers the ability to drive their vehicles for 60 days and return them with zero minimal risk. A month ago, we told you that only one vehicle had been returned under the program, and that guy simply traded his manual tranny Corvette for one with a six-speed slush box. Now, a little more than two months into the promotion, the General has a still fairly insignificant 193 (out of 220,000 sales) customers who have returned their vehicle under the program, and GM says some of those customers decided to purchase different or better equipped GM models.

But while 193 appears to be fairly insignificant when compared to overall sales, it also represents 30 percent of the 653 people who actually opted for the 60-day option in lieu of a $500 discount. While some would say that the 30% number is very bad for GM, we'd say that it isn't much of a surprise given the fact that those 653 customers obviously weren't very sure about their purchase decision to begin with.

GM appears to be pretty pleased with the fact that so few vehicles have been returned during the program, but the automaker also plans to learn from those who were dissatisfied with their product. Vice President of Global Product Engineering Mark Reuss told the Associated Press that he and other executives plan to call customers who turned in their vehicles under the program, calling it "about the best unfiltered consumer feedback we've had" and according to the report, Chairman Ed Whitacre came up with the idea to make the calls. GM's 60-day guarantee promotion is scheduled to end on January 4, 2010.


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Diesel Bombers's Sig:

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interesting...

it would be cool if they did contact customers who returned. i'd love to do something like that one day... direct input.

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I want to know how many were rejected or had to pay for minute scratches or signs of use. Tire makers have that return program too, if you buy a better set of their tires.

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I wonder how may returned them because the fuel economy wasn't anywhere near what GM always claims it is? That would be very interesting.

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