A Reader Writes...
12 December 2000
Appreciate the chance to offer my views on GM's almost pathological inability to understand the consumer. I suspect that a good part of the problem is that as GM's corporate philosophy has evolved it thinks of itself less and less as a manufacturer of fine automobiles and more and more as simply a major global economic power. That is to say, at the highest decision-making levels of GM there are very few executives who have a unrequited passion for automobiles. Without that passion, the vital link between the consumer and the people who design, build, and market GM automobiles is severed and the corporation is essentially adrift. Two examples. The Cadillac Le Mans program had real potential. It put GM back into racing in a big and visible way and offered all of its divisions the opportunity to benefit from lessons learned. Now we learn from the automotive press, however, that GM has capped the program's financing and instead of seeing the Cadillac marque on the grid at races throughout the year, the GM racing program will probably devolve into a half-hearted annual effort at Le Mans for the next year or so. Second, GM has almost no loyalty to its customers at at best a peculiar concept of service. I have an '89 Allanté that is a wonderful automobile, very much underrated by the automotive press. Cadillac, however, not only discontinued its production but last year sold off the entire parts inventory that support the vehicle. Now, if I need something as simple as a transmission dip stick or a tail light cover, I have to spend months on the internet checking with auto parts specialists because GM has virtually washed its hands of the Allanté. My wife, to whom I listen VERY carefully on such matters, has announced that we will never buy another GM product because you cannot trust GM to support them! I should add that Mercedes-Benz, for instance, seems to have no problem with finding even obscure parts for our 1988 SL. Abandon Oldsmobile? GM abandoned its customers along time ago and the divestiture of its automotive divisions is simply a matter of time. The corporate philosophy at GM seems to be something along the lines of, "We could make a passably good car at a great profit if we could just get rid of those pesky customers and their incessant demands for service." I am sad to see Olsmobile leave the automotive scene, but not as sad as a I am to see a pioneer of the industry loose its way in the new economy. Cheers, Russ Surber
