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I might have been in Spain.... Posted by Mike Lynch [Email]  (#81) [Profile/Gallery]
(more from Mike Lynch) on Sat, 19 Jul 2003 15:42:56
In Reply to: Frustration with dealer service in San Diego (long), Benny, Fri, 18 Jul 2003 19:11:46 Members do not see ads below this line. - Help Keep This Site Online - Signup |
I was back at work all day on Friday the 18th, hope it wasn't me who ignored you. I was covering both shifts as well and had to take an afternoon break so perhaps I missed you. The Saab showroom is right next to the service drive and we get a steady stream of curious Cad, Buick and GMC customers who I try and greet courteously and of course how you're dressed doesn't come into the equation. Better to be ignored than attacked, but MKB is good about not loading up the sales floor and you found the weakness in that plan.
I just discussed the service interval issue with the local factory rep. Some customers have been told by our Saab service advisors that their free service can't be performed by time instead of mileage. This was supposed to have been corrected. A low mileage driver is welcome to have his 10k service done at 1 year even if they don't have 10k yet. Basically Saab is going to pay for 3 services, the 10k, 20k, and the major 30k service during the first 36 months and 36,000 miles. It's time OR mileage. You're entitled to your free service even if you haven't achieved the required mileage. I just spoke with Larry our junior Saab service advisor and asked him to talk with our factory service rep about what the correct policy should be and hopefully that issue will be resolved. I have several low mileage customers in the same boat so to speak and despite the 2k window language of the free maintenance brochure, it's not Saabs intention to pocket the allocated service money because you don't drive your car enough. The local service advisor does have to get authorization from the factory rep outside of the 2k window, but other than the rigamarole it's not a problem.
As for your noise we have a designated trouble shooter in our service department, Don Maupin, who jumps in for the tough issues. Mark Sortino our head service manager just got a 9-3 Arc for his wife and our entire service department really does care about your satisfaction even though we might not get it right the first time every time. One of the reasons I came to MKB is because of their excellent service reputation, but that's not good for much when they don't get it right for you. I hope we can come through for you second time around.
Continental in Oceanside is very small, which can be good and bad, but they have been consistent over the years and have many loyal customers. I hope you'll give MKB a second try, put our feet to the fire so to speak, and that being on a first name basis with Larry, Mark, Don and myself will help.
posted by 207.158.49...
, Sat, 19 Jul 2003 15:42:56 <-- Viewing This Message
, Fri, 18 Jul 2003 22:00:49, Sat, 19 Jul 2003 17:24:31, Sat, 19 Jul 2003 17:43:56
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