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In an effort to provide better customer support and head off problems before they get out of control, General Motors has created a new "task force" aimed at monitoring social media sites for complaints about GM vehicles and looking to find solutions.

A report in the Detroit Free Press highlights the story of one woman, Melissa Walker, whose complaints about her 2001 Cadillac DeVille on Twitter were picked up by GM's new team of customer service agents. GM wasn't able to solve the problem, but Walker was left with a positive feeling about the experience, and Tweeted to say as much – exactly what GM is looking for.

Last July GM set up a team of 50 customer service agents to chat online with people about sales incentives and vehicle options. In November, five social media agents were added to hunt out complaints online and that team is set to be doubled in April.

Now if GM's task force is doing its job, someone from the team will likely be reading this story. If they are, might be suggest they not only scour Facebook and Twitter, but the comments sections of news blogs, like our own. As an example, see the link below on a story we ran about an investigation into Chevy Cobalt steering issues, which got tremendous response before GM officially announced a recall.

Chevy Cobalt Being Investigated for Faulty Steering, Recall Possible (http://www.autoguide.com/auto-news/2010/02/report-chevy-cobalt-being-investigated-for-faulty-steering-recall-possible.html)

More: Report: General Motors Scouring the Net to Find Your Complaints and Address Them (http://www.autoguide.com/auto-news/2010/03/report-general-motors-scouring-the-net-to-find-your-complaints-and-address-them.html) on AutoGuide.com

That is good to know. Hopefully they will do some good with the information they find.

Good to hear, hopefully they check in here considering the Malibu is a GM "bread and butter" car and this is the best site for them.

I posted a few questions under the "Ask Fritz" section on the GM Invention web site last year. Never received a response from anyone. I did get an email from a reporter of an auto magazine. I told him the more things change at GM, the more they stay the same. Just lip service, no action or results. I'm still waiting for GM to respond.

My daughters 05 Cobalt has the steering problems,wheel locked up on her twice already, we recieved the recall notice that GM put out to Cobalt owners so she took it in and they had to order parts to get it fixed,HOPEFULLY this will fix it :mad:

Hey, GM!!! Here I am!!! I've been here all along!!! Ton of problems as you already know. It's me!!! hey over here!!!!! (What a load of @#&%) Do you think for one second that out of the thousands of gm owners that have problems, they would resort to randomly pick out people on the net? It sounds like the lotto. I guess my numbers don't match. B.S.

That actually worked too. When a bunch of us complained about the power steering its now getting fixed. We got the letters in the mail about 2-3 weeks ago for the power steering.

Why do they need to scour the net??? All they need to do is respond to the Questionnaire that “They” send out. I responded over three weeks ago that the problems with my vehicle were not resolved during my last dealer visit. No response yet. If my issues are not resolved in a timely manner; this may be my last GM product.

That actually worked too. When a bunch of us complained about the power steering its now getting fixed. We got the letters in the mail about 2-3 weeks ago for the power steering.

For your Malibu????

I find that feedback surveys are a waste of time; dealer promises to "follow up with you in a week or so" about a vehicle purchase or service experience never come to pass. And posting a complaint is another timewaster.
Having taken my 2 1/2 month old, 2408 mile, LTZ in for the 3rd time for a suspension complaint, and being told that "3 other Malibus on the lot were test driven and the noise is common", when there were not 3 LTZs on the lot, and when the odometer reading on my car was unchanged from when I brought it in, and a Chevrolet service technician says that "they're all like that", tells me that my dealer and GM don't know what they are talking about, nor do they have a desire to fix the problem.
GM's "scouring the internet" story is an attempt to put a positive spin on negative dealer service experiences.

I find that feedback surveys are a waste of time; dealer promises to "follow up with you in a week or so" about a vehicle purchase or service experience never come to pass. And posting a complaint is another timewaster.
Having taken my 2 1/2 month old, 2408 mile, LTZ in for the 3rd time for a suspension complaint, and being told that "3 other Malibus on the lot were test driven and the noise is common", when there were not 3 LTZs on the lot, and when the odometer reading on my car was unchanged from when I brought it in, and a Chevrolet service technician says that "they're all like that", tells me that my dealer and GM don't know what they are talking about, nor do they have a desire to fix the problem.
GM's "scouring the internet" story is an attempt to put a positive spin on negative dealer service experiences.
Sounds like you need to find another dealer. Mine is great. They always do what they can to fix the issue and I get at least 3 follow up calls.

That's the plan, SilverLTZ. Don't know what happened to this dealership service focus, but they have lost my recommendation. BTW, according to the service receipt, "Mileage In" and "Mileage Out" are identical....they didn't even drive the car, and they had it for 3 days.

That's the plan, SilverLTZ. Don't know what happened to this dealership service focus, but they have lost my recommendation. BTW, according to the service receipt, "Mileage In" and "Mileage Out" are identical....they didn't even drive the car, and they had it for 3 days.

Yeah, that is uncalled for. The fact they didn't drive it shows they had no real interest in fixing it.

For your Malibu????

No for our Cobalt SS/TCs. And other models also complained about their power steering.