On differentiating Chevy and GMC Truck in the customer's mind
Question:
I’m interested in buying a 2000 Chevy Suburban or Yukon XL and have done my research on them w.r.t. technical features. That research led me to realize that there was inconsistent information being given to the public regarding steering gear type in the customer brochures and on the two brands’ web sites. I described the problem in email messages to GMC Truck and Chevrolet at their respective web sites. I promptly received back auto-generated "form" replies from both sites telling me that information I needed was available from the dealer. I had already noted in my messages that the two brands’ dealers — four of them — were as confused by the contradictory information as I was. I replied to their email replies saying that the dealers knew no more than I did — only someone at GMC Truck or Chevy could clear up the matter. That’s where the two paths diverged. I received no further email from Chevy. An actual person replied by email to my second message to the GMC Truck site, acknowledged the inconsistent information, thanked me for notifying GMC Truck, promised to pass on that information to the appropriate department, and checked and then gave me the correct information. Needless to say, I am very pleased with GMC Truck’s willingness to clear the question up for me and disgusted with Chevrolet’s "don’t give a damn" attitude. I know that GM wants to differentiate GMC Truck and Chevrolet in the customer’s mind. I would not think that this is the way they want to do it, though. – GRL
Response:
I, too, talked to Chevy Tech twice by e-mail. The answers were every thing but answers. I didn’t know whether to laugh, cry, or just feel sorry for them.
