: Standardization Among Dealers Selling Escalade/Cadillac



MrHolland
05-09-13, 05:22 PM
This post is not to begin any type of flame war and will result in the thread being locked if this does occur.

----Cadillac Customer Service,

Why isn't there some type of standardization among Cadillac dealerships?? More often than not people complain about the lack of customer service they receive when visiting the dealer. These dealerships are representing you (Cadillac). Why should someone have to visit multiple dealers before they are properly serviced? Example - Recently a gentleman posted about piston slap. The first dealer indicated all was normal and sent him on his way, the second dealer addressed the issue and properly serviced the customer. Is asking for standardization from the "Standard of the World" too much?? IMHO, owning a Cadillac is a privilege that most of us make sacrifices to do so. Why isn't selling a Cadillac also a privilege?? Any thought you (Cadillac) might like to share would be greatly appreciated.

soulsea
05-09-13, 06:40 PM
Oh Mr H, what have you started here? :)

I doubt CCS will have a satisfactory answer for you, it's not in their playbook or scope.

I suppose you could address your query to GM corporate, but I'm pretty sure the answer you seek lies in researching the long established relationship between auto manufacturers and dealers ... basically google "state franchise laws" and have fun reading. Way too many details to go into it here, but god help you if you're a new manufacturer like Tesla and want to sell your cars without a local dealer, you can expect lawsuits from even the most 'business friendly' of states like Texas to rain down upon you. In fact it is against the law in most states for auto manufacturers to sell cars directly to consumers. There are some mighty powerful lobbies behind this.

So in come the independent dealerships and their varying degree of professionalism and service. This also behooves Cadillac and other manufacturers cause it puts another entity between them and their customers, this gives them cover from customers' poor experiences under the premise 'blame the dealer not the company.'

The real question you should be asking is, how come some manufacturers like BMW or Lexus have better control mechanisms to create greater homogenization of the customer experience at their independent dealerships? My understanding is that they are a lot more willing to yank the dealer's right to sell their vehicles than other manufacturers. On the other hand many brands like Land Rover and Jaguar have even worse variations in their dealers' standards. One famous LR/Jaguar dealership here is known for literally stealing stuff from people's glove boxes whilst their car is in for service. Even taking the customer's newer tires off their vehicle and replacing them with worn out ones. And they still represent LR/Jaguar.

The whole system is a complicated mess, and it's full of contradictions and conflicts of interest. And in fairness Cadillac ranks somewhere in the middle of luxury car makers' customer satisfaction ratings. Not the best but better than some brands that one would expect much higher standards from.

Cadillac Cust Svc
05-10-13, 03:29 PM
This post is not to begin any type of flame war and will result in the thread being locked if this does occur.

----Cadillac Customer Service,

Why isn't there some type of standardization among Cadillac dealerships?? More often than not people complain about the lack of customer service they receive when visiting the dealer. These dealerships are representing you (Cadillac). Why should someone have to visit multiple dealers before they are properly serviced? Example - Recently a gentleman posted about piston slap. The first dealer indicated all was normal and sent him on his way, the second dealer addressed the issue and properly serviced the customer. Is asking for standardization from the "Standard of the World" too much?? IMHO, owning a Cadillac is a privilege that most of us make sacrifices to do so. Why isn't selling a Cadillac also a privilege?? Any thought you (Cadillac) might like to share would be greatly appreciated.

Hello MrHolland,

I apologize if you were mistreated at a Cadillac dealership. I am sorry you feel the way you do about the lack of customer service. Dealerships are independently owned and operated; it is up to that dealership on how they want to represent their image. I am more than happy to work with you in documenting any dealership complaint and or dealership compliment into our file that can be accessed by multiple departments at General Motors. Please let me know if there is any way I can assist you with your concerns.

Sincerely,

Laura M.
Cadillac Customer Service

MrHolland
05-10-13, 08:41 PM
Fortunately I've only had positive experiences with my dealer, but the majority have not. You help me make my point, dealers are independently owned and operated. Wouldnt you, Cadillac, only want the best dealerships selling and servicing your product?? Why doesn't Cadillac have a little more leverage in enforcing a standard??

RippyPartsDept
05-13-13, 09:20 AM
why does this thread keep coming up in my "subscribed threads with new posts" list when there is not a new post?

it's happened about 4-5 times since MrHolland's last post

MrHolland
05-13-13, 04:09 PM
It also popped up new for me. Strange....

RippyPartsDept
05-13-13, 04:38 PM
maybe our posts here will knock it back to behaving properly

MrHolland
05-16-13, 10:33 PM
No response Cadillac Customer Service as to why Cadillac isn't able to enforce a standard among all of the dealerships that sell their product?? These dealerships are not representing themselves, they're representing the whole brand.

----Please document this conversation so that it may be accessed by multiple departments within GM.