How to lose a lifetime customer for life

"Brookfield man awarded $108,000 in attorney fees in car-trouble lawsuit". GM doesn't honor the still-valid warranty on a Cadillac with serious problems, so owner sues. Owner wins. Car is worth $20,000. GM has to pay litigant attorneys' fees and $10,000 for damages.

Best quote: "The senior Megna, who has owned nine Cadillacs in his life, bought a new DeVille in May 1997 from Crest Cadillac in Brookfield." (emphasis mine)

Wow. So GM lost every single dime of profit (give or take) they got from this guy over his lifetime, just over one car.

Written by Andrew Ittner in misc on Wed 07 May 2003. Tags: business, commentary