Monday, September 14, 2009

Pulte playbook

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From the Pulte playbook:

1. When serious problems occur with Pulte houses (they do regularly): DENY, DENY, DENY.

2. Tell the homeowner:
"The roof trusses are OK", even though they're barely attached.
Tell them: "The wood floor is black because YOU, Mr. & Mrs. Homeowner, put a desk chair protector on it which didn't allow water COMING THROUGH THE SLAB to evaporate."
Tell them: "The stucco is OK", even though there are HUNDREDS of lawsuits.
Tell them: "The lagoons are 'happy and healthy'", even though there are plants growing and birds walking in the middle of them.
Give them ANY DUMB excuse that you can. Homeowners (especially old ones) are stupid. They'll believe you.

3. Cite J.D. Powers. Tell them: "If J.D. Powers says that Pulte houses are good, then they MUST be good." They're stupid. They'll believe it.

4. If all else fails, and you get one of the FEW homeowners who isn't stupid, then get the owner to sign an agreement so that they won't tell ANYONE (especially the press) about the problem. There may be 10,000 houses with the same defect; and, if the word gets out, then we may end up having to fix them ALL. This MUST be avoided at all cost.

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Whether it comes to roofs, stucco, lagoons, wetlands, failed retaining wall, incorporation, golf course management, etc., you can count on Pulte’s response: deny, deny, deny.
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The appropriate response from a responsible company is really quite simple: "We'll check it out". But, not Pulte.
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The latest revelation that construction problems with roofs are STILL occurring MORE THAN TWO YEARS after they were first discovered, and supposedly fixed, illustrates perfectly Pulte’s dishonesty, recklessness, and arrogance.
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Deny, deny. deny. And, discredit the private home inspector while you’re at it.
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This is the kind of response that you expect from a little kid caught with their hand in the cookie jar: "I didn’t do it, Mommy."
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Grow up, Pulte.
If Pulte concentrated on building good houses instead of concentrating on how to cover up their shoddy construction, then Pulte wouldn't need a playbook.
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2 comments:

Yaj said...

General Ray - please send me a picture of anyone who disagrees with any of these points.

Never mind, I can already imagine what they look like...

And remember Churchill - "Nevah, evah, evah, evah give up!"

Touve said...

It's all about the MONEY as usual. If they can keep us silent and stupid then they all get their bonuses. Homeowner Management 101.