GM Calling Customers To Ask Why They Took Advantage of the 60-Day Return

A  couple of months back,GM introduced a  new program that allows customers to return purchased GM vehicles within 60 days if they aren’t satisfied. It’s a familiar concept when shopping for a new sweater, but not for a $40,000 car.

At the time, the ever-busy Bob Lutz brimmed with optimism: “We think if consumers give us a fair chance and look at the facts on the things that matter most to them, like design, fuel economy, warranty and safety, our vehicles are the best choices – that’s what makes an offer like this possible.”

Then, something strange happened. When given the fair chance, people returned the vehicles, finding in fact, that perhaps a GM vehicle wasn’t the best choice.

To be fair, of 220,000 vehicles sold under the program, only 653 consumers have opted for the 60-day option (versus a $500 rebate) and 53 have made good on the return/exchange (140 have shown interest in a possible return/exchange).

Under the direction of chairman Edward Whitacre, GM reps are calling up customers to find out exactly what went wrong. To the company’s credit, actual execs and engineers are doing the calling, as opposed to temp-agency telemarketers making $7.25 an hour. But I can’t help but feel that a satisfaction-guaranteed return shouldn’t involve a tedious post break-up phone call.

According to GM, customers are “thrilled” for the chance to speak with them, but said customers might provide a few other emotions if asked. [via egmCarTech]