You don’t have to look very hard on the internet to find someone who is against Cadillac’s decision to move the brand’s corporate practices from Detroit to an office in New York. Even Automotive News editor-in-chief Keith Crain was outspoken in his stance against the move. But as a new op-ed from a Detroit Free Press reader indicates, the media aren’t the only individuals upset with the decision.
Customers aren’t happy with the Cadillac move, either. One of them is Jim Greenwalt of Bloomfield Hills, Mich., who is not only upset with newly appointed Cadillac chief Johan de Nysschen, but with the experience he had at his local Cadillac dealer.
“I, along with my wife and two sons, have been exclusive Cadillac owners for more than 20 years,” Greenwalt writes. “When I returned my leased 2012 Cadillac SRX to Suburban Cadillac in (Troy, Mich.) I was amazed that not one person asked how I liked the vehicle or whether I wanted another.”
That’s surprising to us, too, Jim. It seems like any dealer would at the very least ask how you enjoyed the car upon returning it. A huge part, if not the integral part, of de Nysschen’s growth plan for Cadillac is the dealers. He expressed his desire to get all Cadillac dealers to “step up,” earlier this month, saying the brand “cannot afford that the experience is anything other than confirming that this is a first-class brand.”
Greenwalt said he heard about de Nysschen’s decision to move Cadillac from Detroit to New York after his negative dealer experience and now his family is “all driving Lincolns.” It should be noted Greenwalt lives in Michigan, so keeping the brand in the state is more important to him than it may be to other Cadillac customers outside the mitten state.
The big problem here isn’t anyone’s hang-ups about Cadillac’s move, but the negative dealer experience. We believe many consumers will forget about the relocation of around 100 Cadillac employees to a new office in due time, but a negative dealer experience can leave a lasting impression on consumers. Let’s hope de Nysschen addresses the problem once all the furniture is moved into that new office.