Ryan J. Ford’s Story
“Dear OnStar, I am writing to tell you of what I find to be an extraordinary display of excellent customer service. I have owned three GM vehicles, a 2003 Grand Prix, a 2005 Grand Prix and now a 2007 Chevrolet Tahoe. All three had the OnStar service activated and I have always enjoyed the services and features of the OnStar system.
Not until I purchased my Tahoe was my OnStar system equipped with the Turn-by-Turn Navigation feature. Since I have had that feature there is no where I won’t go because I know that OnStar can get me there and now with the MapQuest integration it is easier and quicker than ever to get where I am going.
In June of 2008 I had to travel to Bloomington, Minnesota for a business trip, I decided that I and a friend would drive so I set my OnStar Turn-by-Turn Navigation system and hit the road. As you may know around this time severe weather across the country produced floods that destroyed homes and closed many roads in the Wisconsin area, directly in my navigation route unknown to me at the time. This trip should have taken approximately 5 ½ hours and ended up taking 10! Let me tell you what happened. To be exact a 13 mile stretch of 90/94W was closed. When I arrived to the closed portion of the highway in the middle of the night, we were forced to exit the high way and there were no detour signs giving directions on how or where to re-enter the highway. At this point the OnStar system is alerting me that I’ve left the planned route and automatically immediately began attempting to reroute me back to the high way only to find one closed entrance after another.
By this time I was starting to worry. I used my cell phone to call the Wisconsin Department of Transportation trying to find out where the highway was re-opend so that I could relay this information to the wonderful OnStar advisor, Mabel who ended up taking what would be my last call to OnStar that night. I wasn’t able to obtain the needed information on my own. Mabel was able to contact them and get the appropriate information in order to route me around the flooded portion of the highway.
But Mabel’s service did not stop there. Over the next 4 ½ hours Mabel called me on my OnStar phone system approximately every 30 minute to make certain that I was still traveling towards my destination. When Mabel first told me that she would continue calling me back until I made it to Bloomington, MN I have to admit I didn’t think that she actually would or for that matter would be able to with the volume of calls I’m sure the OnStar Call Center receives. But she did, making sure that me and my friend Kim were OK , had gas and we alert, again giving us confidence and peace of mind that we would make it there safely without further delay. I want to personally thank Mabel for her extraordinary customer service going above and beyond the call of duty to help me in this very trying situation. Even while I was tired and on edge and probably a little agitated, Mabel maintained a professional, courteous demeanor the entire time! I would like to commend her on a job well done and let her superior know what an amazing job she and the team at OnStar perform for their customers every day. As long as I own a vehicle equipped with OnStar, I will be a customer forever! Again, Thank you for helping me Navigate the unsure Waters!”
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Tags: Advisor, Turn-by-Turn Navigation