: 2011 is going to see a huge improvement in Cadillac customer service...



Lord Cadillac
01-18-11, 04:52 PM
I haven't had much time to participate here since getting back from Detroit. Our servers are being hammered and it looks like we're going to need another upgrade or additional server. So I'm working on that type of stuff with all my free time.

In any event, I just wanted to drop everyone a quick line about one of the discussions I had with GM executives last week. They're putting a large emphasis on improving the customer service experience in 2011. Nothing has changed as of yet - but this is going to be a major focus this year.

For example, if somebody pulls into the parking lot and it's raining, they want sales people to run outside with an umbrella to bring the customer(s) in.. Little things like that - and of course, attentiveness in general.

On another note - I asked about Cadillac being taken downmarket for sales.. They seemed to be very familiar with where I was coming from with this and told me it's not going to last forever. They do realize that Buick is moving upmarket and Cadillac cannot continue to move downmarket without this becoming a major problem. One guy pretty much laughed and stated that things are looking up. I know, coming from a GM executive we don't know for sure what to believe - but I came away feeling pretty good about Cadillac's future...

There will likely be more meetings in the not too distant future.. Oh and by the way, the 3.6 has been fixed (timing belt issues)...

Playdrv4me
01-18-11, 05:00 PM
There will likely be more meetings in the not too distant future.. Oh and by the way, the 3.6 has been fixed (timing belt issues)...

Well I'll be damned, miracles really do happen. Good for them to nip that in the bud quickly (by GM standards).

orconn
01-18-11, 05:19 PM
I hope it's just not talk .... and the real plan is to wait for a new engine in five to ten years! Sorry for the cynicism but I have had three experiences, personally, over the last forty years that lead me to be skeptical.

Lord Cadillac
01-18-11, 05:24 PM
I know.. 4100, Northstar, 3.6... I'm pretty confident the issue with the 3.6 timing belts HAS already been addressed...


I hope it's just not talk .... and the real plan is to wait for a new engine in five to ten years! Sorry for the cynicism but I have had three experiences, personally, over the last forty years that lead me to be skeptical.

Jesda
01-18-11, 05:53 PM
It was a timing chain, and I hope it was fixed correctly. I'm going to believe them since remedying a bad chain is much simpler than resolving an engineering or manufacturing problem. The Northstar was "fixed, for good this time!" in 2000, 2003, and 2004. Failure rates improved but the problem wasn't completely resolved.

GM has a history of being slow to resolve problems and coming across to consumers as dishonest, and its current market share reflects that. GM shat on generations of loyal customers. I wish them luck.


As for customer service, I'd have every salesperson and sales manager in the country spend a week with a Lexus and have them bring it to a Lexus dealer for service. They'd quickly discover the night and day difference in the customer experience. That's not to suggest that Cadillac service is bad, its just not luxury.

Playdrv4me
01-18-11, 06:01 PM
I was in a Toyota dealership the other day having an LS430 inspected, I was AMAZED at how well the service department was run at Eddy's Toyota in Wichita. You pulled the car in to the service area and someone met you, collected info and gave you a summary of what was to be done. In the waiting area there was a big screen TV, TWO internet connected terminals, magazines galore and a comfortable seating space. As if that were not enough, they had fresh baked Otis Spunkmeyer cookies, bananas, free fountain drinks and popcorn. When the inspection was over I didn't receive an earful of unneeded services. Instead the girl informed me that while the mileage of the car was not high enough for timing belt replacement, the age of the car did call for it. I expected to hear the typical 900-1200.00 for timing belt, drive belt and water pump replacement and was floored when she said "600.00 and there's 10 percent off this month". My brother didn't end up getting that car but 540.00 for that service at a Toyota dealer WITH Toyota parts is insanely cheap. It's THE most major service component that car has.

Run away cars have done this company some good. I haven't even been treated that well at Lexus dealers. GM could DEFINITELY take a page or two from that playbook.

orconn
01-18-11, 06:13 PM
The service at Cadillac dealers has not been a problem for as long as I can remember, I'd say I have always had a good experience .... especially when compared with a Mercedes or Audi dealership. The problem has always been the the things wrong with the Cadillac that never should have reached a production stage.

I personally don't need to have my car picked up at my home, or a giant screen TV in the waiting area, free coffee is nice and a ride to and pick from my office when the car is ready are very nice and has been offered by the Cadillac dealerships I have delt with over the last forty years and recently a free loner!

Submariner409
01-18-11, 06:25 PM
I've been in a lot of different car dealerships in a lot of different parts of the country during and after my Navy career. Without question the best service, personnel, and atmosphere have been at Fitzgerald Cadillac in Annapolis, MD and at the Norris (now Hertrich) or Preston Ford dealerships over here on the E. Shore. The OLD Chevy Chase Chevrolet in Bethesda, MD (60's) was no slouch, either, and I've heard good things about Lindsay Cadillac in Alexandria, VA (only been there twice for a look-see). Some of the GM dealers in New England were the pits. Charleston, SC was........OK for GM, lousy for Ford.

Jesda
01-18-11, 06:30 PM
You can enjoy great service from great people who treat you with respect, but it doesn't elevate the experience to one of luxury. And of course, you can enjoy free cookies and get a shoulder massage and still get cheated.

orconn
01-18-11, 06:40 PM
Let's face it most luxury car buyers only keep their cars for four years or less, so they are still under warranty when they are traded in. I ques not having to ride or drive to the agency would be nice ... I am not sure about having car returned with freshly pressed lace head rest covers and the faint scent of Kim Chee is really my cup of tea though!

Playdrv4me
01-18-11, 09:34 PM
What you all fail to realize is that luxury car buyers today EXPECT that level of service. That the car itself should be bolted together correctly shouldn't even be up for discussion (but with GM, it unfortunately is). The service experience at GM and Ford dealerships is extremely inconsistent. You still have lots of Lincoln dealers out there for example, with slicked back 1970s car salesman mentalities in both the front and back of the house. Cadillac dealers aren't quite as severe, but there are plenty of terrible ones out there. As for being fleeced, I already stated that the price of the proposed service was half of what I expected, so it wasn't as if I was being overcharged for the amenities. The inspection itself, for a car they weren't selling, was also only 43.00 as opposed to 120 at the Lexus dealer.

Quality and customer treatment needs to be consistent from the assembly line to the service bay, period. These are not mutually exclusive concepts and based on what Sal is saying, I am hoping they figure that out sooner rather than later.

Lord Cadillac
01-18-11, 09:36 PM
Not a bad idea.. Most people just don't understand.. And most people who've never experienced that kind of service think it's just a bunch of nonsense.. It's not - but to each his/her own...


As for customer service, I'd have every salesperson and sales manager in the country spend a week with a Lexus and have them bring it to a Lexus dealer for service. They'd quickly discover the night and day difference in the customer experience. That's not to suggest that Cadillac service is bad, its just not luxury.

hueterm
01-18-11, 11:03 PM
Considering that I'm well into five figures with the Chevrolet dealer that does all my service (not counting warranty work on the EXT), and the next grand is always around the corner...my feet don't touch the ground when I drive up...

dkozloski
01-18-11, 11:28 PM
The local Cadillac dealer here doesn't give a rats ass what the customer thinks about them. It's a fairly new facility that's filthy, for starters. The building windows are all smudged and the cars on the showroom floor are an inch deep in dust. Their word means nothing and there isn't even the remotest connection between what they promise and what happens to your car. I'm stuck with them just like the crooked card game; they're the only game in town. They had to pay the biggest consumer fraud fine in the history of the state. The fine and restitution amounted to over $1.5Million. They were charging illegal document preparation fees and jacking around with car titles.

SDCaddyLacky
01-18-11, 11:28 PM
In my recent experience with a local Cadillac dealership from San Diego called Marvin K.Brown, the whole place is really old, and it feels like a Chevy GMC dealership than anything.

They actually used to be strictly a Caddy dealer, but in the last few years, they combined GMC, Chevy and Buick all in one, this leads to a non luxury experience. Not only was the service bad, but your treated like an average person shopping at a used car lot. The waiting room is super tiny, old and run down, the bathroom stales look like they haven't been changed or upgraded since 1960. No one is around to help you, mind you, they are very busy, but considering this is supposed be a luxury car dealership, it feels extremely mediocre, and the workers look like dudes straight out of prison.

If Cadillac wants to impress and attract people again like they did in the good ole days, their mindset has to change!! Service workers should be wearing nice outfits, salesmen should be wearing suits, not a long sleeve dress shirt with slacks, but a real suit. The service and waiting areas all should be upgraded and modernized. Give dealerships help to do this GM! offer people food and beverages, maybe a magazine of some sort that will interest them to help kill time, a movie room, game room, something that will allow people to unwind. Reduce service chargers! Do you really think I would spend $500 ( is what they charge) to replace the center link in my 94 Fleet, when I can get the part from Napa at like $60, and have a small shop install it for half the price? The prices dealerships charge are outragous, not all people that own Caddys have lots of money to spend, especially when they bought used off craigslist.:)

Cadillac dealerships should be a true luxury experience, it's like when you enter a grand hotel, 5 star luxury, you are always treated with the utmost respect and importance. The lobby is grand, the rooms are even grander, this is the type of feeling that has been lost at many local dealerships.

Lexus, Mercedes and BMW dealerships are out of this world. There is this newly build Lexus dealership that opened a couple of years ago, it's truly a world class experience like people should expect from Lexus.

Check the next post to read more about the dealership, it's simply amazing.

SDCaddyLacky
01-18-11, 11:31 PM
www.lexusescondido.com (http://www.lexusescondido.com)




ESCONDIDO—On December 1, 2009, Escondido will become the home of the newest Lexus automotive dealership in San Diego County. This new car agency’s opening is so much more than just a luxury automobile dealership. Lexus Escondido is, in fact, a premier destination that will house a café, complimentary wi-fi business center and spacious outdoor public and private special event areas in addition to selling and servicing new and pre-owned Lexus vehicles. Future plans include Lexus Escondido an innovative restaurant experience and retail shops.


What you will find this December is that Lexus Escondido has been designed with the philosophy that luxury is the ability to spend your time exactly how you choose to spend it. And, with the unique amenities this facility offers, it is so easy to accomplish that with the luxuriously appointed architecture and furnishings that resemble a four-star resort.

Commuters on Interstate 15 will enjoy the giant digital mural screen that features artwork, seascapes, landscapes and historic landmarks from around the world. It aligns the Lexus Escondido destination experience with the artistic goals of the City of Escondido.

Located at 1205 Auto Park Way, the sheer beauty of this three-floored structure will amaze you. For instance, there is a stunning outdoor fountain at the entrance that is designed to reflect the beautiful structure framed by palm trees. What’s unique about the fountain is that its main water source is pumped upward is from an underground well. This well water will also be used for maintaining the landscaping as well as for washing most of Lexus Escondido’s vehicle inventory.

Inside, the first level features the New and Certified Pre-Owned Lexus showrooms, Sales offices and drive-in Service lanes. You can enjoy gourmet coffees, teas, made-to-order sandwiches or light snacks at the Cyber Café on 9th, which is operated by Damon and Barbara Parker of Escondido Joe’s Café in Escondido. Lexus Escondido customers can practice their swings at the golf simulator and kids will enjoy playing in the children’s recreation area. And if you are looking for some quiet time, the Lexus Escondido library delivers, complete with massage chairs.

Level two is where you can see a vast display of new Lexus vehicles adorned with performance and other optional Lexus equipment inside the Ready-To-Go showroom, which shortens the preparation times for Lexus buyers who desire such optional equipment at time of purchase. Two 2,500 square-foot conference centers can be reserved for public or private use along with an outdoor plaza that overlooks the fountain.

These two conference centers were designed and structurally engineered to accommodate large display items such as automobiles or small tractors for private training programs.

On the level three, the views of the Escondido hills and local mountains frame the spacious West-outdoor event area with outdoor fire tables and a capacity of over 300 guests make this a spectacular location for private and public parties, weddings, concerts and more. The East-outdoor area is a more intimate setting for up to 150 guests with the ability to showcased movies or live musical performances.

Also on the third level is where Lexus vehicle buyers will take delivery inside an opulent showroom that is located next to the relaxed Lexus Learning Center where guests can discover all the features and benefits Lexus vehicles offer through videos as well as personal Product Specialists on hand to answer questions.

Coming soon in 2010 to the hospitality area on level three will feature be an elegantly appointed restaurant with capacity of 150 diners, along with a flower shop and more retail boutiques.

Lexus Escondido is the newest member of the Toyota Carlsbad and Lexus Carlsbad automotive family. Both agencies have been providing their guests with the highest level of customer service for many years, Toyota Carlsbad since 1972 has been a leader in Toyota customer satisfaction and has earned over 20 Toyota President’s Awards since the awards’ inception in 1986. Lexus Carlsbad opened in 1989 in which it has earned the coveted Elite of Lexus Award 12-times, the most in San Diego County.

“Lexus Escondido now allows our staff to bring the highest quality of customer-care to many Lexus owners that live in the areas along Interstate 15 and all of San Diego County. The convenience of the Lexus Escondido location makes it an easier commute for the Lexus sales and service customers that live in Rancho Santa Fe, Escondido, Poway, Rancho Bernardo, Scripps Ranch and other inland communities, ” said owner Judy Jones-Cone. “And the new amenities Lexus Escondido offers allows the guests to use their time more wisely with the business center and wi-fi Internet access, while at the same time enjoy a quality experience,” said Jones.

Seeing Lexus Escondido is worth the trip and it is located at 1205 Auto Park Way just off Interstate 15 at the 9th Avenue/Auto Park Way Exit. Operating hours for Lexus Escondido sales are Monday through Friday 8 a.m. to 9 p.m. Saturday sales hours are from 8 a.m. to 6 p.m. Sunday sales hours are from 10 a.m. to 6 p.m. Lexus Escondido service hours are Monday through Friday from 7 a.m. to 6 p.m. Service will be closed during the Holiday month of December on Saturdays and Sundays, however, starting January 9, 2010, Lexus Escondido will be open on Saturdays for Service from 7 a.m. to 6 p.m. Lexus Escondido does offer early-bird drop off and service car pick up can be arranged by contacting the service department. For more information call (888) 367-3035.


This is the cream of the crop of a luxury dealership, it will become a standard in the coming years across the country, Cadillac should take notes fast! Or fall behind in sales.

Jesda
01-18-11, 11:59 PM
Golf simulators! Massage chairs! Damn!


Another way to look at it is consistency of experience. If you have a nice car, you probably have a nice home, a nice office, a clean lifestyle, and nice clothes. If your service visit is the least aesthetically pleasing part of your life, you'll probably remember it... in a bad way.

Playdrv4me
01-19-11, 12:10 AM
Golf simulators! Massage chairs! Damn!


Another way to look at it is consistency of experience. If you have a nice car, you probably have a nice home, a nice office, a clean lifestyle, and nice clothes. If your service visit is the least aesthetically pleasing part of your life, you'll probably remember it... in a bad way.

I could not agree more with this. And the thing is the dealership owners KNOW it. A great example is Joe Self Chevrolet Cadillac in Wichita...

Look closely at this banner from their website... the 1980s style "rotunda" GM building in the middle of the photo is either the used car office, or the Cadillac shop, it's hard to tell... the ancient "arrowhead" shaped building to the far left is new car sales (mixed Chevrolet/Cadillac... a poor experience). Oh yea, the shiny white modern building segregated way over on the far right? That's Joe Self's BMW franchise...

http://assets.cobaltnitra.com/teams/repository/export/a0c/32728edf5100481d610145edef087/a0c32728edf5100481d610145edef087_940x174.jpg

Now, here's an example of an INVITING and UPSCALE Caddy dealer... This is Ken Batchelor Cadillac/Saab/Hummer in San Antonio (owned by the Sewell Group of Dallas now). The whole experience when you drive into this dealership nestled in those trees, actually blows away even most Lexus dealers. This is how you do it right...

http://assets.cobaltnitra.com/teams/repository/export/44f/53b08ec37100484d100146edef087/44f53b08ec37100484d100146edef087_390x0.jpg

And if you STILL don't think that the shopping experience matters to the ownership experience as a whole, consider that both Toyota and Mercedes have been SUED by dealership owners for having been threatened by both of those companies with losing their franchises if they did not modernize their buildings to the latest and largest floor plans. Toyota and Merc consider the presentation to be absolutely critical to the entire brand perception.

I~LUV~Caddys8792
01-19-11, 12:15 AM
That sounds great, but it's almost as if they're making it sound like a destination of choice for tourists, not just Lexus owners.

orconn
01-19-11, 12:20 AM
A car agency as destination entertainment and dining spot! Man those Lexus people really know how to live! I wonder if I can get a reservation in time for my wife's birthday! I am sure a chance to spend an evening at 1205 Auto Park Way would thrill her no end!

Anybody remember "The King of Cars" on the History Channel? There was an attempt to bring in customers with entertainment. Supposedly that Dodge agency sold a lot of cars, I wonder how they have faired in this economic environement?

ben.gators
01-19-11, 12:31 AM
Playdrv4me

If you showed me the pic from Joe Self Chevrolet Cadillac dealership without saying it is a Cadillac dealership, I would consider it as one of those buy here, pay here dealerships that sell junk cars....

SDCaddyLacky
01-19-11, 05:48 AM
It's a resort in disguise. It's pretty amazing that something like this has even been built. I truly feel having a dealership as exciting and stimulating as Lexus Esco, they'll make a ton of money off all the eateries and fun things to do alone, which can help attract or lure in iffy car buyers, a way to entice them to sign on the bottom line.

I feel like taking a trip up there to see what it's all about, sit in some massage chairs and watch some free movies!!

Jesda
01-19-11, 06:57 AM
COME DOWN TO JOE SELF CADILLAC THIS SATURDAY
YOU LIKE HOT DOGS? WE GOT HOT DOGS!
YOU LIKE DONKEYS? YOU CAN RIDE ONE!
LOCAL COMEDIAN DAN OLEARY WILL BE PERFORMING
MISS TEEN WICHITA PAGEANT THIRD RUNNER UP SARAH MCFADDEN WILL BE SIGNING AUTOGRAPHS
CANT AFFORD A NEW ONE? THEN CHECK OUT OUR PRE-LOVED INVENTORY. NO JOB? NO CREDIT? ILLEGAL IMMIGRANT? WE'LL FIND A WAY! DRIVE AWAY IN A USED STS TODAY!

http://www.wired.com/images_blogs/autopia/images/2007/06/29/car_salesman.jpg

C&C
01-19-11, 07:23 AM
Another question regarding the 3.6 L timing chain fix; does this mean that GM is acknowledging a problem and is going to extend an extended warranty on this part? Are there known years that this could occur? Will an open TSB or recall be issued?

The 3.6 is ubiquitous throughout GM's divisions (and really a very good engine); just wondering where we all stand.

Playdrv4me
01-19-11, 07:24 AM
Funny, I just happened to be catching up on missed episodes of Motorweek, and in the first one I watched they profiled one of these "mega mall" Lexus dealers in Miami, and a Subaru/Jeep dealer doing the same thing Eddy's Toyota is doing...

Fast forward to about 8:50...

http://video.pbs.org/video/1684929084

Jesda
01-19-11, 07:43 AM
Another question regarding the 3.6 L timing chain fix; does this mean that GM is acknowledging a problem and is going to extend an extended warranty on this part? Are there known years that this could occur? Will an open TSB or recall be issued?

The 3.6 is ubiquitous throughout GM's divisions (and really a very good engine); just wondering where we all stand.

I made a thread in the 3.6 engine forum. No recall yet, and no warranty extension. 05-07 appear to be the affected years. It tends to happen early, often well before 50k, and during the warranty period. There are, however, instances where people have had the chain fail a bit later on. And who knows if GM continued to use the bad batch of chains until they ran out of them, as they did with the crank sensors on 2000+ Northstars and the LIM gaskets on 3.1 and 3.8.

Its a very expensive repair that requires engine removal.

Jesda
01-19-11, 07:57 AM
http://www.gminsidenews.com/forums/2214076-post3.html


good luck. We have lambda vehicles in the shop on a daily basis for timing chain issues. they range from every year in production - 07-11. seems to be more common on vehicles that go long distances between oil changes. regardless of what GM, dealer, oil life monitor system says, make sure to change the oil every 3000 miles. DO NOT go off what the oil life system says or anyone else.

You wont know there is an issue, until the check engine light comes on. it could be something else, but typically this is what the issue is. they will throw codes for camshaft/crankshaft correlation, etc. several bulletins addressing the issues.

also mileage doesnt matter. we see them with 4000 miles and up, all with same problems. typical issue with the boat anchor 3.6 liter.

Playdrv4me
01-19-11, 07:57 AM
Its a very expensive repair that requires engine removal.

Sounds familiar...

Jesda
01-19-11, 08:44 AM
On the lambda forums-- this issue pops up. many times- new members come to the forum when theyre researching the issue once theyve gotten it.
so far on the lambda forums (traverse, acadia, enclave, outlook)- the problem has only appeared (and this is simply from members who respond with the build date on their drivers door)... but all owners reported they had 2009's that were built in 8/08 9/08 10/08.
Today I saw 1 owner whos reported that his has gone in for the chain replacement- and his build date is in early 2/09- CEL came on at 36K Miles.

This is what we have seen on the lambda forums the most- 8 9 10 of 08.
But it seems there have been some reported issues on some NON DI 3.6 engines.

Owners have reported the stretched chains from as early as 4000 to much later- like the guy above- 36,000.

This is a warranty repair- as these engines are all under 100,000.

The entire engine has to be dropped from below as a whole (with the front suspension and trans). Seems its easier to remove the whole thing as a whole to access the chain-- since the engine is sideways..
When this issue occurs on the caddies with the 3.6- its my understanding they can work on it IN the engine bay as in this vehicle it faces forward.

Im interested in the comment triple x said- about 2011's....

http://www.gminsidenews.com/forums/2214164-post6.html




Page 2 of this thread reveals some of the conflict between engineering and purchasing:
http://www.gminsidenews.com/forums/f53/acadia-3-6l-chain-stretch-98372/index2.html

Cost vs quality. If what was posted is true, there seems to be an ongoing cultural problem at GM. At Chrysler, their team-based production process gives everyone similar goals and agendas while GM has always been more bureaucratic and may still be that way.

Lord Cadillac
01-19-11, 03:51 PM
Let's just say that GM has not officially acknowledged the problem... "Officially"


Another question regarding the 3.6 L timing chain fix; does this mean that GM is acknowledging a problem and is going to extend an extended warranty on this part? Are there known years that this could occur? Will an open TSB or recall be issued?

The 3.6 is ubiquitous throughout GM's divisions (and really a very good engine); just wondering where we all stand.

I~LUV~Caddys8792
01-19-11, 10:43 PM
I go to a GMC/Buick dealership twice weekly for work, and I've talked to various technicians ad nauseam about the 3.6L timing chains, and what I've gathered is that when GM introduced the 3.6L into the LaCrosse in 05, it was a great engine with zero issues, but in 07, when they introduced it into the Lambda platform, they cheapened out the timing chains, and went with a cheaper sort of plastic/composite used in the chain, and that really started their issues, along with the extended oil changes due to the oil life monitoring systems. When you combine those two things, you get this issue. The early 3.6L V6's used the same oil life monitor systems and they didn't have any of the timing chain issues the newer ones do. These techs have seen ultra low mileage examples with this issue too, we're talking within the 3-4,000 mile range.

Playdrv4me
01-19-11, 10:53 PM
I go to a GMC/Buick dealership twice weekly for work, and I've talked to various technicians ad nauseam about the 3.6L timing chains, and what I've gathered is that when GM introduced the 3.6L into the LaCrosse in 05, it was a great engine with zero issues, but in 07, when they introduced it into the Lambda platform, they cheapened out the timing chains, and went with a cheaper sort of plastic/composite used in the chain, and that really started their issues, along with the extended oil changes due to the oil life monitoring systems. When you combine those two things, you get this issue. The early 3.6L V6's used the same oil life monitor systems and they didn't have any of the timing chain issues the newer ones do. These techs have seen ultra low mileage examples with this issue too, we're talking within the 3-4,000 mile range.

Is there a difference between the 3.6 in the CTS and the LaCrosse? I think the CTS and SRX got it first if it's the same engine.

I~LUV~Caddys8792
01-19-11, 11:24 PM
Yeah, it's the same thing, except it sits longitudinal in the Cadillacs, and transverse in the Buicks. I didn't mention the Cadillacs because they don't ever seem to get any of those, and I don't work with the Cadillac dealer in the town.

On the topic of Lexus dealerships, I haven't been into the local one in probably 4 years, but I do remember it being very nice. It wasn't the veritable mecca that the one in San Diego is, but it was very classy inside. Lots of dark wood trim, quiet classical music playing in the backround, big leather seats and couches to sit on, and they had examples of every model in the showroom, free fountain drinks, free snacks and the place was spotless.

Aron9000
01-21-11, 03:07 AM
Andrews Cadillac in Brentwood, TN has been there since the late 70's, its a Cadillac only dealer. Its a pretty non-descript 1 story brick building tucked away in a crowded office park. They've made it "nice" for what it is, but its still a small showroom, kind of regular waiting area with a nice expresso machine, marble floors, and that's about it.

I went in there one time to buy some Cadillac "crests" that go on the back pillar on my car, the first thing I hear from across the parts department on the other side of the service bay is "tell that guy we don't have any center caps for his wheels". I have the true spoke wheels, and while that is true, it was very tacky to just insult my car there and tell me I wasn't welcome. I told that jerk I don't appreciate that type of treatment and that I was thinking about getting my car serviced there for a couple of things(alignment, and a couple of other things), but not now.

Anyways, I'm going back there next week to have them do an oil change and fix my headlight aligment issue. The ONLY reason they got me back is a $25 coupon I recieved in the mail from them, addressed to the guy who used to live at my house.

I'll report back.

EChas3
01-23-11, 12:27 AM
My Caddy dealer is very nice. Free coffee, wireless, etc. The old one that lost its franchise was nearly as nice, but no freebies.

I've been to a nearby Lexus dealer four times, shopping new and used at various times. Nice but not really friendly. There was an attitude about them like they thought they were superior. Sure, their cars are good but just because they sell better than average cars doesn't make them better people.

It's one thing to think your products are better than your competition's products. I don't quite agree with thinking that one is better than ones competition as people. I'm offended when that attitude extends to me as a potential customer.

I~LUV~Caddys8792
01-23-11, 02:28 AM
Whenever I went into the local Lexus dealer, the salespeople mainly ignored me, probably because they were prejudging me, but I didn't mind. I wasn't gonna buy anything and I was just there to look around and snag a few brochures anyways. I'd much rather be ignored at a dealer when I'm just browsing, instead of being hounded and intimidated. Now, when I'm actually buying a car, I want fast and immediate service just as well as anyone else.

The Cadillac dealers in my area have always been friendly to me, especially the sales people. They don't jump down my throat the second I get out of my car, but they don't ignore me cold turkey either. It's a good balance, considering much of their inventory is actually in my ballpark.

orconn
01-23-11, 03:57 PM
I once did a dealership assessment on a Lexus dealership in Northern Virginia. This was about eight years ago, and to be honest I gave the agency a "C" rating both for Facility and for their sales staff's knowledge and people skills. I am sure that the facilities deficiencies have long ago been remedied but I am not sure that the agency's, and those like them, people skills have been improved.

By and large the sales people selling luxury cars could not afford to buy one for them selves (given there overall demographic) and certainly do not have a lifestyle of their more mature clientèle. In most cases their knowledge of the people that come into their agency comes from the imagination instead of actual experience. I know when I bought my Mercedes from a dealership in Tyson's Corner, Virginia I was attacked (literally) by young, unsophisticated sales people whose aggressive and very, IMO, unprofessional sales skills lead me to call the agencies owner and request a sales person who had more experience dealing with mature experienced buyers. Fortunately for the dealership, they actually had someone who fit the bill and I was able to transact the purchase. If this had not been the case I would have gone to a different agency, or foregone the Mercedes completely, rather than deal with their inexperienced, snotty sales personnel.l

Lord Cadillac
02-16-11, 12:21 PM
Cadillac Announces Shield Owner Benefits Program

Cadillac announced today a new program called Cadillac Shield designed to heighten the brand’s focus on customer service by tying together the wide-ranging benefits and technologies Cadillac provides its owners.

Cadillac Shield includes Cadillac’s class-leading warranty coverage and recently launched maintenance program as well as courtesy transportation if warranty repairs are needed. It also includes 24-hour roadside assistance for the first five years or 100,000 miles.

“Cadillac offers a suite of ownership benefits that makes the brand a leader in the luxury market,” said Don Butler, vice president of Cadillac marketing. “Cadillac Shield allows us to raise consumer awareness of these benefits. It’s also a commitment by Cadillac to our owners to continually look for ways to improve these services and technologies.”

All new owners will become part of the Cadillac Shield along with previous buyers of 2011 models. The ownership benefits covered by Cadillac Shield include: (read more (http://cadillacenthusiastmagazine.com/cadillac-magazine/2011/02/16/cadillac-announces-shield-owner-benefits-program/))

RippyPartsDept
02-16-11, 01:17 PM
As for customer service, I'd have every salesperson and sales manager in the country spend a week with a Lexus and have them bring it to a Lexus dealer for service. They'd quickly discover the night and day difference in the customer experience. That's not to suggest that Cadillac service is bad, its just not luxury.

Not a bad idea.. Most people just don't understand.. And most people who've never experienced that kind of service think it's just a bunch of nonsense.. It's not - but to each his/her own...

I think I heard in an interview once that Ford's CEO only drives the competition's vehicles... and I think he said all his executives so also



Cadillac Announces Shield Owner Benefits Program

Is this different than the 'Certified Service' that was announced earlier this month?

EDIT: i guess the certified service is across all GM brands... the Cadillac Shield is on top of that to differentiate the brand