Jump to content

GM News: General Motors Urges Their Dealers To Setup A Tech Center

William Maley

Recommended Posts

William Maley

Staff Writer - CheersandGears.com

October 31, 2013

More and more vehicles are coming equipped with elaborate infotainment systems that can do pretty much everything from giving directions to playing music off your phone. But these systems aren't always user friendly. A number of OEMs saw their ratings drop in Consumer Report's Auto Reliability survey because of their infotainment systems. General Motors wants to change that and is asking their 4,300 dealers about adding a customer Connection Center, a place where consumers can learn more and ask about in-vehicle technology and infotainment systems.

GM spokesman Klaus-Peter Martin tells The Detroit News that the center give customers and the dealers’ certified technology experts a dedicated place to answer questions about technology. The center would also help improve customer loyalty and retention. A handout given to dealers says that 94 percent of customers believe there is a need for tech support, and 57 percent of customers would use it.

“It’s another effort on our journey to provide this overall customer experience,” said Martin.

This a voluntary move for all Chevrolet, Buick, GMC and Cadillac dealers as GM readies a roll-out of embedded 4G LTE mobile Internet access in most of its 2015 vehicles that will be sold in the U.S. and Canada.

Source: The Detroit News

William Maley is a staff writer for Cheers & Gears. He can be reached at william.maley@cheersandgears.com or you can follow him on twitter at @realmudmonster.

View full article

Link to comment
Share on other sites

This is very true, until baby boomers move past the driving phase of their life, they are still challenged with learning new technology. I think dealerships will only help retain customers by having tech overview and support.

Link to comment
Share on other sites

Sad state of affairs when customers don't know how to use a feature, who was asking for all this "infotainment" crap in the first place? To go to such great lengths to educate the customer indicates a failure across the industry. These systems simply are not needed.

Link to comment
Share on other sites

I could send Albert back to the Buick dealer so he can learn to use Intellilink....

there are a lot of customers that honestly do not either have time, patience or skill to master the in car electronics now. It is not really their fault. It's a great customer service opportunity. GM could get a jump on the curve and lead in this. It would pay off in surveys. Surveys in the auto world are top importance. If the constant panning of cars as non quality in surveys dues to electronics keeps on, it could damage the brand real fast. Not because the car is not sound mechanically.

I spent one half of a saturday away from selling once to get XM set up in someone's car (who did not have an easy to set up radio system). I was so pissed, i can only imagine the people who have to try to use myfordtouch without help. i couldnt freaking figure out MFT in the focus i had a drive in that one time. It seemed like it would take forever to get smooth with that.

Maybe GM could partner with a verizon or something for tech support on site or something.

Edited by regfootball
Link to comment
Share on other sites

Look at the IQS ratings on the ATS and XTS. They aren't rated so poorly by JD Power because the doors fall off- it doesn't take a monkey to figure out that if you're going to saddle these types of systems for cars, you have to:

A) For the love of mike put in enough processing power to operate them in a desirable fashion.

B) Develop some sort of experiential learning system for getting new owners comfortable with the operation of said systems that goes beyond tossing them an iPad and an app.

Link to comment
Share on other sites

Von is right, but costs come into the equation. Ideally, you get the best chips AND you streamline the code so that the infotainment system is not sluggish and reduces the possibility of it crashing. What GM and others should do is allow one vendor to do the whole infotainment system so that it no longer has performance issues. Basically they could call Apple to have them do this well.... or maybe Google.

Link to comment
Share on other sites

Service is top as we all agree, GM could not only lead but clearly set a standard for top notch service. They need this, I have come across many under 40 people that have not had any issues with using the electronics in auto's yet this is not the large buying group that is having issues.

40+ crowd is a mixed bag of peeps that enjoy driving, know what a freedom machine is about and yet with all the tech no babble systems, many are challenged to use their new auto's to the fullest.

1) start with better testing by the auto makers for cars. The software quality sucks and is not getting proper QA testing.

2) During the Mule stage of the auto, they also need a mule stage of the Electronics systems they plan to put into the auto to make sure the public is on board with what is being proposed / built.

3) Independent quality check by an outside 3rd party of said electronic systems.

This will improve quality of the products, reduce support costs, reduce warranty costs, improve company image and over all increase sales due to a better customer experience.

Link to comment
Share on other sites

Join the conversation

You are posting as a guest. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.

Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

  • Social Stream

  • Similar Content

    • By David
      Love this new marketing from GM!
      Are you willing to join the future? Are you willing to join Generation E?
    • By David
      GM announced today their new family of EV motors, The Ultium Drive family.

      The Ultium Drive family is made up of five interchangeable drive units and three motors. This will help transition the current portfolio of auto's to fully electric lineup. Performance, scale, speed to market and manufacturing efficiencies will provide GM significant advantages over past EV auto's. GM is leading the way with industry class leading drive units that use an electric motor and single-speed transmissions to apply power best in class horsepower and torque. Ultium Drives will be more responsive than internal combustion motors with precision torque control of the motors and smooth performance. The design and development of the Ultium Drive modular architecture allows us to offer industry-leading torque with power density across a wide spectrum of different vehicles types.
      GM has applied their 25 years of EV experience in creating the Ultium Drive family with lighter and more efficient designs. The Ultium Drive family integrates the power electronics into the drive units assemblies allowing for a 50% reduction in electronics over previous auto's thus saving cost and packaging space while increasing capability by 25 percent.

      To Quote GM press release:
      “As with other propulsion systems that are complex, capital intensive and contain a great deal of intellectual property, we’re always better off making them ourselves,” said Adam Kwiatkowski, GM executive chief engineer, Global Electrical Propulsion. “GM’s full lineup of EVs should benefit from the simultaneous engineering of Ultium Drive. Our commitment to increased vertical integration is expected to bring additional cost efficiency to the performance equation.”

    • By David
      Detroit Free Press covered the annual GM Analysts call this week and with the second quarter results it showed that GM has lost $800 million in the quarter but over all North American Earnings were breakeven and this was with 8 weeks of shutdown. Over all the Stock beat wall streets estimates and yet still sold off in large numbers during the pandemic closure.
      Analysts had plenty of questions for GM with a major question of will GM consider spinning off their technology arm which would include electric vehicles operations into a stand alone company?
      The idea of a stand alone GM Tech company is to recognize the advanced tech GM has over other auto companies and to unlock what Analysts see as considerable shareholder value. This new entity would allow access to cheap new capital to keep the old GM going till the new GM would replace it as a cutting edge tech auto company with what is seen as future strong growth.
      GM has reinforced it's future of all electric auto's, self driving auto's and what it expects to become a zero emission company with 20 new EV auto's on the market by 2023, the first being out in Q1 of 2021.
      The group of Analysts has suggested the new company be called Ultium based on GM's new battery tech.
      The CEO responded that GM is evaluating many scenarios for the future of GM. She had nothing further to say other than the board and executive team will consider all options for what is best for driving long-term shareholder value. Quote: "Nothing is off the table."
      Analysts have since added notes to their research suggesting that GM could already be considering this since so many start ups are valued more than GM such as Tesla, Nikola, Rivian, etc. The Billions of cheap dollars that could help drive GM long term into the future is hard to ignore.
      Some analysts say that to split the company would kill off the baby, meaning the EV side would die after the money was harvested from the stock sale as you only have the Chevrolet Bolt and the new company would have to follow Tesla in going back to the market for more and more money. This is based on what some analysts see as only a US/Canada interest in EVs compared to the rest of the world needing ICE.
      That being said it does show a clear line between those Analysts that see Europe and China leading in new tech with a change to EV's versus those Analysts that are more inline with the oil industry and imply that there is little to no interest in EV's.
      End result is WHAT WILL GM DO?
      I suspect GM will stay the course of using ICE auto's to fund the change to an all EV world. 50 years from now, people will be wondering why it took so long to dump ICE auto's in favor of EV's.
      What are your thoughts on this?
    • By David
      Today July 31st 2020 GM and EVgo anounced their partnership to grow the EVgo fast charging network in growing nationally fast chargers. 2,700 fast chargers will be paid for and added to the EVgo network of fast chargers nationally by 2025.
      EVgo currently has 800 fast chargers that allows EV's to fully charge battery packs from 15 to 30 mins. In support of GM's drive to be 100% renewable power, all EVgo chargers use renewable energy now and will continue for the additional 2,700 stations that are to be added to the network.
      To Quote the News Release:
      This EV charging announcement continues GM’s commitment to an all-electric future.
      The heart of GM’s strategy is a modular propulsion system and a highly flexible global EV platform powered by proprietary Ultium batteries, allowing the company to compete for nearly every customer in the market today, whether they are looking for affordable transportation, a luxury experience, work trucks or a high-performance machine. On Thursday, Aug. 6, 2020, Cadillac will reveal the luxury brand’s first fully electric vehicle, the Cadillac LYRIQ. Earlier this year, GM announced that the Detroit-Hamtramck assembly plant will be GM’s first plant that is 100 percent devoted to electric vehicles and in fall 2021, will start building the new GMC HUMMER EV. GM was the first automaker to launch a long-range, affordable EV in 2017 with the Chevrolet Bolt EV and will expand on the Bolt EV’s foundation with the introduction of the Bolt EUV in 2021.  In March 2020, GM announced plans to greatly expand employee workplace charging with the addition of 3,500 new plugs at GM facilities in the U.S. and Canada. In 2019, GM announced the creation of Ultium Cells LLC, a joint venture with LG Chem to mass-produce battery cells in Ohio for future battery-electric vehicles, and that GM is working with Qmerit to create a more accessible at-home charging solution. 1 Actual charge times will vary based on battery condition, output of charger, vehicle settings and outside temperature.
    • By William Maley
      While the focus on the electric vehicles have been on the ultra plush and quick models from the likes of Tesla, Audi, and Jaguar, there is a lot of work being done for electric delivery vans. The combination of reduced maintenance, low fuel costs, and an abundance of torque to deal with heavy loads make them a perfect to do deliveries in urban areas. Rivian is the most-well known player here with plans to build out a fleet of electric vans for Amazon. Another player is ready to join the fight.
      Reuters reported yesterday that General Motors is working on a electric van for the commercial market. Five sources reveal that the van - codenamed BV1 - is expected to go into production late next year. It is expected to use Ultium battery technology that GM first talked about back in March. Utilizing this could solve one of the big issues with EVs, price. By switching Cobalt (expensive) for Aluminum (less expensive), GM says it will drop the cost of a battery to $100 per kilowatt-hour - making it around the same cost as regular gas powered van. Analysis done last year put the kilowatt-hour cost of a battery at $159. 
      One item still being debated internally is whether the van will be sold as Chevrolet, GMC, or a new brand. 
      When asked by Reuters, GM said it is “committed to an all-electric future and is implementing a multi-segment, scalable EV strategy to get there. At this time, we do not have any announcements to make regarding electric commercial vehicles.”
      GM isn't the only company getting on the electric van train. Ford has announced plans for an electric version of the Transit to launch in 2022, and British startup Arrival which has the backing of Hyundai, currently has an order of 10,000 vans from UPS.
      Source: Reuters

      View full article
  • Reader Rides

About us

CheersandGears.com - Founded 2001

We ♥ Cars

Get in touch

Follow us

Recent tweets


  • Create New...