I can hardly believe some of the comments here... - Saab General Bulletin Board - Saabnet.com
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I can hardly believe some of the comments here...
Posted by Aaron Gilbert [Email] (more from Aaron Gilbert) on Thu, 2 Feb 2006 12:11:10
In Reply to: Saab Dealer Wants Money 2 weeks after "Free" Service, Mike, Wed, 1 Feb 2006 17:09:07
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Even if we assume that both Mike, and any dealer staff involved in this service, should have known the 40k service was not under warranty, that does nothing to change the fact that Mike was told it was no charge. The dealer admits that they told him it was no charge, so they are stuck with their error. It's not the customer's responsibility to know what the prices are on each and every service, or whether it's covered under warranty. Mike never requested that it be done under warranty, and he has no responsibility to debate whether it should be.
According to state law here, the customer must approve any service/repair that exceeds an original estimate by 10%. I believe many states have similar legislation. I'm not sure if Mike's state does. But even if not, it would be atrocious customer service to proceed with a service after getting approval from the customer on a certain amount, then change the amount. But this dealer takes it even one step worse. Not only did they not tell him of the new amount after the service, at the time he took the car from the dealer, but they waited TWO WEEKS! That is unheard of and completely unacceptable. Craig's analogy of purchasing a TV and having them call you later, requesting more money, is right on point. When you make any purchase, be it for goods or services, once the two parties have agreed on the cost and the money has changned hands, you cannot two weeks later come back and say the amount was wrong! Just because no money actually changed hands here, does nothing to change the fact that everyone was in agreement on the date of the transaction. Good grief, it's only $130! If a dealer is so penny pinching that they throw away customer service and have no problem losing a potential service customer, I say good riddance! If a dealer employee, in the course of their job, damages a $130 part or accessory, does it come out of the customer's wallet, or even the employees paycheck? How is this employee error any different than another?
I work in the service department of a high end audio/video retailer. If anyone ever pursued this dealer's course of action with one of our customers, I believe we'd be getting a closed door meeting (not the good kind) with our manager. And, the customer would get a call offering profuse apologies and most likely some sort of gift card to our store.
Aaron Gilbert
posted by 198.22.123...
Posts in this Thread:
- Saab Dealer Wants Money 2 weeks after "Free" Service, Mike, Wed, 1 Feb 2006 17:09:07
- Price to keep customer!, Montana Tom
, Thu, 2 Feb 2006 23:14:27 - Warranty work is very lucrative, Rafe, Thu, 2 Feb 2006 19:38:26
- I can hardly believe some of the comments here..., Aaron Gilbert, Thu, 2 Feb 2006 12:11:10 <-- Viewing This Message
- You Owe the Money, Jetplate, Thu, 2 Feb 2006 11:00:07
- Contact consumer affairs..., Chaz, Thu, 2 Feb 2006 09:33:08
- Re: Saab Dealer Wants Money 2 weeks after "Free" Service, Gebster, Thu, 2 Feb 2006 08:45:10
- Re: Saab Dealer Wants Money 2 weeks after "Free" Service, Craig, Thu, 2 Feb 2006 08:24:33
- Well, is this 40k service really your LATE 30k service?, NickR, Thu, 2 Feb 2006 04:15:52
- How important is dealer goodwill to you?, NateinAA, Wed, 1 Feb 2006 20:15:49
- Both of you should have known, Geoff, Wed, 1 Feb 2006 20:00:40
- Re: Saab Dealer Wants Money 2 weeks after "Free" Service, buck, Wed, 1 Feb 2006 19:32:37
- Re: Saab Dealer Wants Money 2 weeks after "Free" Servi, Rafe, Wed, 1 Feb 2006 18:52:59
- File complaint with your State's Attorney General, Saabpilot
, Wed, 1 Feb 2006 17:45:38
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