I drove two hours today in 6 inch snow, driving a 2003 Vue which had been diagnosed with an internally defective transmission to purchase a new Vue through Saturn of Libertyville, Illinois. This was after nearly two weeks of both telephone and internet discussions with my sales person Britton. Throughout our discussions, I advised him that I qualified for owner loyalty, GM discount, $5, 000 trade in because of the transmission and a total of $11, 500 in discounts/trade in before the employee discount. Basically, this was the only place I could locate a Vue within safe driving distance. And I was told they were "flying out the door" so I shouldn't wait and under a must take the offer before 1/4/10 and within 30 days of the diagnosis...pretty hefty pressure for the Holiday and bad weather season. Lo and behold, I was told that during the time I was driving to the dealership ("just in the last hour and a half") the dealership had decided to no longer accept GM employee discounts! Now, I've wasted two professionals 5 hours on a saturday to be treated so shoddily. Of course, no one in their right mind would believe that a person of decision making authority was busily working at 10:30a.m. on a Saturday morning to implement a policy throughout a multistate ownership just so that I can uselessly put my life in danger on icy roads to turn around and leave the dealership. It was abundantly clear throughout our discussions that the GM employee discount was expected, even the sales person stating that it was only a 5 minute phone call for my family member to receive the authorization. It was also clear to the sales person that I was driving my car there and driving a new one home as we even talked earlier in the morning about what all paperwork to have with me. So I ran through the house gathering title and extra keys so that I would have everything just so.

Can you actually say this is the behavior expected of your dealerships? If that answer is yes, it doesn't bode well for your organization.