Friday, April 08, 2005

Buick, I mean Pontiac Customer Assistance Center

I used the e-mail us page on the Pontiac site and received an automated response that said:

Email Confirmation of Receipt - Do not reply to this email

Thank you for contacting Pontiac. We welcome the opportunity to individually review your e-mail and we will have a response to you very shortly. Every effort will be made to respond to your email within 1 business day.

If this is an urgent matter, please call us at 1-800-762-2737 Monday through Friday from 8am to 11pm Eastern Standard Time.

It was from a gmexperts e-mail adddress.

I was a bit surprised at the next response. It came from a pontiac address, but the signature said:

Customer Relationship Manager
Buick Customer Assistance Center

I know it falls under GM. I am not sure what they use, but it has a routing number in it so some software like e-Gain or something I would presume. I commented about the signature as I thought they might want to know. I got a response from someone else that said they would let the person that originally responded to me know.

Their response had:

Customer Relationship Manager
Pontiac Customer Assistance Center

I subsequently received an e-mail from the first person that said they simply hit the wrong button. This time below their name it had:

Customer Relationship Manager
Pontiac Customer Assistance Center

I guess the group that answers the e-mails are all Customer Relationship Managers and they simply pick the appropriate GM Brand (at least most of the time) whenever they respond.

1 comment:

Anonymous said...

Surprise, surprise. GM Customer Assistance isnt even DONE by GM. Its a third party call center company called Sitel who handles call centers for many large companies. All GM brand customer assistance calls, be it Caddy to Chevy, are routed to 1 of 3 call centers in the US. (Credit where credits due, at least their call centers ARE in the US.) And all GM Customer Relationship Mgrs (CRMs) are trained to answer calls on all vehicles. And in case youre still wondering, those hot 976 operators you dial, arent that hot either. ;)