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Re: Customer Difficulty
Posted by Stephen Goldberger (more from Stephen Goldberger) on Mon, 28 Jan 2002 11:32:28
In Reply to: , Kok Chen, Sat, 17 Dec 1988 12:00:00 

In most states, the requirements for replacement under the 'lemon law' are
very specific, and the reward for such replacement is very generous (100%
cash refund or brand new replacement in kind).  In Ohio, I believe, it's 3
unsuccessful attempts to repair the same fault, or 30 days off the road, or
*one* unsuccessful attempt to repair a defect affecting safety (brake pedal
to the floor, for example).  If I met those requirements, I'd file.  It's
free use of the car (minus the aggrivation). 

>So I call the 800 number. Mistake.
>....
>S: 'You'll have to arrange that through you dealer.'
>Me: 'I tried for 10 days, that's why I'm calling you.'

You really do have to arrange that through the dealer - he is the factory's
representative to the dealer, he doesn't make customer calls.  In most
cases, State franchise laws significantly limit the manufacturer's
relationship with the customers - about all they can do is authorize 'good
will' payments to franchised dealers on the customer's behalf.  Most
dealerships are very interested in maintaining good customer relationships
and are happy to arrange such meetings, but the SCUSA customer help line
can not do that.
Stephen Goldberger, Editor and Publisher
NINES, the magazine of the SAAB Club of North America
vist our web site at http://www.saabclub.com

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