GM responds to Consumer Reports spanking with dealer-based support staff

After taking a thrashing from Consumer Reports over the Cadillac CUE infotainment system and how unnecessarily complicated it is to use, GM is dispatching a team of 25 tech experts to train dealership staffs in the use of the system. The idea is that the dealers will in turn instruct the customers, and GM will ease some of the heat it has been taking over the labyrinthine series of menus. If this sounds to you like they’re treating the symptoms rather than the cause, you’re absolutely right, but it takes time to develop a new system and some kind of stopgap is needed in the interim.

This approach is similar to the one taken by BMW when it was first publicized that the German automaker’s iDrive system was mind-boggling complicated and even counter-intuitive. BMW have since gotten its act together, and we’re confident GM will as well, but until then, GM believes this measure is the solution. The team is made of 25 members who will each cover their respective geological areas. According to GM, they have all worked in some kind of tech support before, and the American automaker seems to be hinting that most came from Apple stores. GM didn’t come right out and say Apple, but the company did say that the team members had largely worked at “genius bars” for “one of the best-known computer companies in the world”. These do seem like the people to hire for a job like this, and the training will not be limited to Cadillac dealerships. All GM brands which use the touchscreen systems will be getting support, and customers who already have the cars can get help from a dedicated OnStar call center.

The team’s average age is in the mid-twenties, and though we don’t doubt their tech support credentials, they will certainly have their work cut out for them. Hopefully they will  be able to provide the kind of feedback needed in order make the necessary improvements to the system until a complete overhaul is made, or a next-generation system is developed.

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