Had some ideas for Chrysler/Jeep Wrangler based on experience. And while in scheduling for the latest recall work to be done, I mentioned them to the service department - who in turn sent me to Chrysler. E-mailed off the suggestions, as instructed, to the address the dealer provided - and here is the reply..

"Thank you for contacting the Jeep Customer Assistance Center.

We receive many suggestions and ideas regarding a wide variety of
topics. While we cannot evaluate every suggestion, we appreciate the
time and effort you took to contact us about your idea.

We do our best to be sensitive to the needs and expectations of
consumers and continuously look for ways to improve our product
offerings. We mainly rely on our worldwide employees, affiliate
suppliers and creative agencies to devise and develop innovations. Due
to contractual obligations we have with both our agencies and suppliers,
Chrysler Group LLC is unable to accept outside suggestions from
individuals and customers. We do appreciate the time and effort you took
to bring your idea forward.

Our records indicate that the following recall campaign has not been....blah, blah, blah.."

I added in the blah,blah,blah, but really - because you are contractually obligated, you can't take suggestions from customers.. So focus groups are out? And you can't listen to complaints, because you might get and idea from those..I have never heard of a company not listening to their customers, let alone not listening because they are bound by contract..wha-wha-WHAT?

 

You would think suggestions from your customers might be worth looking into.

 

Remember the movie about the guy who invented wiper delay? I used to work for a cunsumer electronics company. People always wanted to submit new product ideas and they were always turned away. What if someone in R&D was working on that exact concept already? The person submitting the idea would sue, claiming his idea was stolen.

 

But think of how many dumbass suggestions they must get in a day...

 

I agreed - with both, the suing and the idiotic ideas. However, feedback should be welcomed. I spoke with another engineer today, and we discussed both points, but I did get him to concede that every software dev organization we have worked for had an enhancements portal that was meant to be used by customers. Granted, there were all kinds of EULA messages (all saying we own the idea once its submitted) for using the portal, but at least it was a way for the customer to help us direct the roadmap of the products to meet their needs/desires/wishes etc..

 

Oh, and a follow up - I did ask to be put in touch with the proper Employees, Suppliers or Organization that provided the product updates for Chrysler, and they did not have any contact information to provide, but they did "update my file to reflect the suggestions"..

 

I read one time that the airline industry is the best example of an industry that hates its customers. Apparently the automotive industry is not far behind.

 

You are right, my wife is a flight Attendant , they threat their customer like cattle. Lol

 

Friggin' unions.

</sarcasm>

 

Somehow we got from contractual agreements with agencies and suppliers to unions. Sheesh.