Thursday, July 17, 2008

GM and OnStar take customer service to a new level

As a lifelong GM fan, I have observed the company’s recent struggles with sadness. Lately GM has been making some very good cars, but unfortunately public perception is that imports are better.
We recently were in the new car market as our Explorer is getting on 10 years old. We were looking for a car with decent people space, but with today’s gas prices we were leery of a full sized SUV. In the end we decided on a GM CUV - crossover utility vehicle- and in addition to being the car we liked best, we also got the absolute best service from that particular GM dealer. “Leggat Pontiac, Buick, GMC”.
So after buying the car and getting started with GMs interactive service, OnStar, I wonder why GM does not put a lot more energy into promoting this fantastic service.

The other day we were in Niagara Falls taking the girls to MarineLand, and we wanted to find a Starbucks. Our navigation system can find things like that, as can most navigation systems today, but OnStar took it one step further. Without ever taking my hands off the wheel I called OnStar and asked about the nearest Starbucks. The OnStar representative not only found it in about 2 seconds, she then said “Would you like me to guide you turn-by-turn, or should I send the directions to your car?” We asked to have the direction sent and presto! The directions came through on our cars navigation system.

OnStar also functions as a cell phone from the car, they can unlock the doors automatically if the keys are locked inside, they can run diagnostics remotely, and the car can even automatically call for help in the event of an accident.

In today’s competitive market, a service like this that is heads and shoulders above anything any other manufacturer offers is a serious advantage. GM, get the word out!

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