Originally Posted by BlazeFocus
Actually, they are containing the issue. They send in a receptionist who doesn't provide any updates on the issue but always does so with a smiling face; customers continue to be confronted with a whole host of dealerships that disposition the (this particular) customer complaint with "could not duplicate" or "that's normal". Months go by - quite possibly more than a year depending on when this issue was first reported.
People are trading their cars in, others are trying to address the issue themselves with random results - and the ironic thing is - the assigned receptionist is doing "that-a-boys" and "great community" crap and nothing else other than to take names, VINs and mileage numbers.
So they are containing the issue rather well if you ask me. Steering social media channels a responsive, quality minded car company doesn't make.
This however is not containing the issue in the field, that's just trying to keep issues from being reflected on their reports.
Just because they send an ineffective messenger doesn't mean the issues are being resolved.
It wouldn't help to tick off consumers.