quality isn’t job one somewhere!

I have a GM mini-van that needs a fortune in repair work. I go online to see what’s up with this problem and find out it’s all over the place (note items 25 and 78). GM built a zillion cars with the 3.4L V-6 engine and they have a defective part. The amazing thing is that GM isn’t doing anything about it systematically. Two observations:

  1. Isn’t the internet the heat? When the dealership tells you you have a problem, five minutes’ work on Google will tell whether it’s a defect or reasonable wear and tear.
  2. I used to be work for a major computer firm in the data storage division. My full-time job was trying to get our warranty costs down and customer satisfaction up. At least half of our 7-figure/month warranty bill was due to customer satisfaction repairs (i.e., the unit is okay but we’re replacing it to keep the customer happy). I’m astonished the GM would consciously anger so many customers by not doing the right thing.

Apart from this repair the mini-van hasn’t been all that bad. Nobody is ever going to be passionate about a mini-van, but it hasn’t been a complete turkey. The computer had a problem that stumped the dealer for a while, and the door fell off once, and as you can see from the list of TSBs above, there’s a handful of piddly problems inside the passenger compartment, but it hasn’t been that bad.

The problem isn’t with the car, just its manufacturer.

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