Blognation wrote a post entitled Lose Customer Trust in One Easy Step: Volkswagen Demonstrates here
I don’t think that they made it clear what the actual problem was and just sensationalized the story by saying it was VW, when it wasn’t, it was his local dealership.
Anyway I left them the following comment trying to explain where I think they went wrong. I have to disclose I have no relationship with VW whatsoever but have had several VW’s and have just ordered my fourth.
I think you’re being a little unfair to VW here. You didn’t deal with VW you dealt with a channel, in this case a bricks and mortar dealer, who just says “it’s volkswagen here” to make it easier for customers.
Your problem should be with the dealership and not VW themselves. You’ve not thought this through. VW did not ignore your request, The VW dealer in santa monica or it’s parent company LAcarGuy ignored it and you should say that.
Are you going to say I hate Microsoft, if you buy a Dell PC with their demoware on it? No you’d say I hate Dell
Volkswagen didn’t ignore your request LAcarGuy did and you should take it up with them. Nobody would read your post if you said I hate LAcarGuy, but if you say I hate Volkswagen you get a bigger audience, so we know why you did it.
Anyway, don’t give up on VW because a dealer sucks, hit them where it hurts and move to another, but tell them why first.
I thought this post was topical because Chris Brogan had posted about his love for the Saturn another car and how big companies should use social networking. I think there’s enough there for another post on that subject..we should have facebook style directories within enterprises for sure.