2008 LA Auto Show: Hyundai sings the Blues Most major manufacturers who held press conferences used the LA Auto Show to tout their green agendas. Hyundai came out swinging at its press conference, announcing they have a few near-future technologies up their sleeve. "Hyundai aims to be the most fuel-efficient automaker on the planet," said Hyundai Motor America vice president, Product Development and Strategic Planning, John Krafcik. That is no small goal, and one that Honda won’t make easy to accomplish. (See the Honda Insight concept for proof.) Krafcik continued, saying, "We're aligning our global R&D resources in Michigan, California, Nam Yang, and Frankfurt to develop the Blue Drive technologies we need to achieve our goal - a 35 mpg U.S. fleet average by 2015." This is five years ahead of current federal mandates. They are so green, they are blue Hyundai used the LA show to launch its Blue Drive initiative—a technology-fueled effort to bolster mileage across its product range. The fired-up company will do this through separate strategies, including direct-injection gasoline engines, full hybrid powertrains, six-speed transmissions, and eventually fuel cells. Shortly, Hyundai will offer Blue editions of the Accent and Elantra focused on bang for the mpg buck. These are conceived as low-cost models with fuel economy gains from low-rolling-resistance tires, enhanced aerodynamics, revised engine calibrations, and reduced final drive ratios. The HED-5 i-Mode crossover concept on display showcased the Theta Turbo GDI. The 2.0-liter four-cylinder engine uses direct-injection to improve fuel efficiency, while applying a turbocharger to boost power output. The result is 286 horsepower, reportedly produced with less fuel than a comparable V6 would require. The next-generation Sonata will be offered as a full hybrid in 2010. The hybrid drive system combines a 2.4-liter engine and six-speed automatic transmission with a 30kW electric motor. The kicker is that while some manufacturers are focused on lithium-ion batteries as the step beyond current nickel-metal-hydride batteries, Hyundai is leaping to lithium polymer. Hyundai explains: "Compared with nickel-metal hydride batteries, lithium-polymer batteries deliver the same power with 30 percent less weight, 50 percent less volume and 10 percent greater efficiency over the nickel-metal hydride batteries found in all of today's hybrids." Lithium ion uses a liquid electrolyte, which is commonly sealed in a battery cell a little larger than a AA battery. Hundreds of these batteries are combined in packs. On the other hand, lithium polymer is a gel, and it can be stored in large quanities, avoiding the need for expensive cells. As a result, lithium polymer promises greater packaging flexibility and lower production costs. Hyundai has developed their next-generation battery packs to have maintenance-free operation for at least 10 years and 150,000 miles. Next up is a fuel-cell vehicle. Hyundai plans to begin series production on an FCV in 2012. Hyundai has cast aside an old reputation for poor quality with its impressive current line up. Similarly, the company appears poised to cast aside its legacy of modest fuel economy. In fact, I spent some time in our four-cylinder Sonata last week and observed better fuel economy than a compact sedan I had just transitioned out of. (More on that in a future report.) Whatever color you wish to assign it, Hyundai is a company to watch. —Jeff Bartlett See our complete 2008 LA Auto Show coverage, and read other blogs about the LA Auto Show. Subscribe now! Subscribe to ConsumerReports.org for expert Ratings, buying advice and reliability on hundreds of products. Update your feed preferences

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Here's a good example of how to write an effective Executive Email Carpet Bomb, or EECB, to break through the "please hold" purgatory of the company's phone system. Alicia's car's bumper was scratched by a Best Buy employee, and calling consumer relations as directed proved fruitless. Now she's got a check in her hands from Best Buy to pay for the repairs.

We have quite a few stories now about Best Buy responding favorably to EECBs, which goes to show that if you can find a way to reach the company's executives—and you write a good EECB—your odds of having your problem favorably resolved improves considerably.

Here's Alicia's story:

I just wanted to thank you for running such a helpful website. A Best Buy employee recently damaged my car loading a TV into the back of it. My bumper suffered from several deep gouges due to the large staples holding the box together being scraped across it. Upon noticing the damage when I got home, I immediately called the store. The employee insisted that "no manager would ever be available to discuss the issue" with me, and insisted on transferring me to their "consumer relations" line only to be put on hold indefinitely. Rinse, repeat. Of course, this lead to a dead end.

I've been an avid reader of The Consumerist for some time, and immediately consulted the site for e-mail addresses to send an EECB out to (I've included the letter at the end of this e-mail). I used many of the tips listed on how to write a letter that will receive a response. Sure enough, the next day I received an e-mail from an executive office representative letting me know that their insurance company would be contacting me shortly. Within a few hours an insurance representative called me, took my information, and got the ball rolling. After submitting an estimate, I had a check for the full amount of the estimate in my hands less than a week later.

I can't thank you enough for having information readily available to help consumers fight back against endless streams of unhelpful processes. Please feel free to publish my story if you believe it would be helpful to other readers.

Sincerely,
Alicia

Happy to help, Alicia! Here are some of those links for other readers:

"How To Launch An Executive Email Carpet Bomb"
"Email Addresses For Best Buy Execs"

Below is the EECB Alicia wrote. Here are some things that are great about it:

• It's to-the-point; although you shouldn't feel the need to be too formal, an EECB is not the place for jokiness or overtly conversational writing styles.
• The structure of the email is easy to follow. If you're having trouble writing a clear EECB, try following her 4-paragraph structure:
  1. this is the shopping event I'm writing about;
  2. this is the accident that happened, and how it was not resolved;
  3. this is why I'm a customer worth keeping (a difficult concept to convey without sounding entitled, and Alicia nails the tone perfectly); and
  4. here is what I want you to do to rectify the situation.
• Emotions, insults, and grand statements against corporations/the decline of American values/humanity in general are kept out of the email.

Hello,

My name is Alicia. On the evening of September 5, 2008, my boyfriend
and I decided to take advantage of your 3-year no interest offer on
new HDTVs at store #204 in Austin, Texas. We selected a 46" Samsung,
which was sent to the front of the store to be loaded into my car.

A helpful employee loaded it into the back of my 2008 Honda Fit.
Unfortunately, in this process my car bumper was damaged. Paint was
scraped off, and several gouges were left. As soon as we noticed the
damage, we called the store we had just purchased the TV from, and
asked to speak to a supervisor. We were transferred to Consumer
Relations line instead. After speaking to a representative named
Renee about the issue, we were put on hold so that she could "process
some information." We waited approximately 30 minutes on hold before
giving up and hanging up. We then called store #204 back, and asked
again to speak to a supervisor, and were again transferred to Consumer
Relations and placed on hold for an extended period of time and again
not helped. We were told by the staff member answering the phone at
the store that there were no other options on whom we could speak to,
thus I am e-mailing you in attempts to receive some kind of resolution
to this issue.

We have been loyal Best Buy customers for upwards of six years. We
have easily spent at least $20,000 between us in that time. Needless
to say, we are very disappointed in the lack of customer service we
have received in this matter.

We would like to remain Best Buy customers, and would like to give
your office the chance to provide the superior customer service we
have received in the past. I am asking that a representative assess
and arrange for repair of damages to my bumper. I have included
several pictures of the damage.

I look forward to hearing from you in regards to this matter.

Thank you for your time,
Alicia

One of the best ways you can approach a company to resolve a problem is as a partner in the business transaction—that is, you are not a victim or (worse still) an opponent, but rather someone who has done business with them and plans to do business again in the future, provided you two can iron out some kink that has recently gotten in the way.

Not everyone has the great hand Alicia had to play, because that "$20k customer" detail she throws out there at the end is pretty steep, but even so we think Alicia's letter is a good example of how to approach a company on equal footing. Even if you're not a big spender with a company, there are other ways you remain valuable to them, including word of mouth and long term repeat business.

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"How To Launch An Executive Email Carpet Bomb"
"Email Addresses For Best Buy Execs"

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"Tell the noob to type rm -rf /," the troll types to his friend in IRC before you're a series of lulz after a friendly call for Linux tech support help turns into a formatted hard drive. If you don't know what a forkbomb is or what it looks like you might want to check this list of seven commands that could prove lethal if typed into a command line shell. If you're making the plunge into operating systems like Ubuntu but are worried about what not to do, check it out. Any horror stories you readers might want to pass along to save someone else a headache down the line? Photo by zakwitnij

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Send that big PowerPoint presentation or Excel spreadsheet without clogging up your recipient's email inbox straight from Microsoft Office using previously mentioned file delivery service YouSendIt. Their new Office add-in puts YouSendIt into, appropriately, the Send to menu above the Email option. The YouSendIt Microsoft Office add-in is a free download. [via]

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Windows only: Free application Process Manager adds an entry to your right-click context menu that adjusts an application's priority or kills the app. Once Process Manager is running, the kill and priority options are only available when you've right-clicked a window's taskbar item. That's pretty much all there is to it. The app runs in your system tray and eats less than 1MB of RAM. While Process Manager doesn't do anything you can't already do from the Windows Task Manager, it does provide quicker access to a couple of handy functions and is worth a try if you do much force-quitting. Process Manager is a free download, Windows only.

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When you have a Japanese Nintendo DS and it breaks while in America, who do you send it to? Reader Drew expected high repair fees, but got a surprise when he spoke to Nintendo of America Representative, Amanda.

Drew was just an exchange student in Japan when he bought the DS, so she charged Drew for the repair, then immediately processed a refund for the same amount. Drew got his DS back in under ten days, fully repaired for free. This is customer service - rather than negotiating through international Red Tape, a company took care of a loyal customer. Good show, Nintendo.

(Photo: DuncanDavidson)

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Windows only: Free application Eraser Portable puts previously mentioned Eraser—the popular open-source secure file deletion tool—on your thumb drive for secure file deletion on the go. Like the original, Eraser Portable can wipe any hard drive, optical media, files, folders, encrypted data, the Recycle Bin, and pretty much any other data you want to kill. It may not be an app you use every day, but it's a great utility to throw on your thumb drive, iPod, or other portable device for those times you do need a quick, secure delete.

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