Date: Sat, 24 Aug 2002 06:19:44 +0100 From: Johannes H Andersen <johsnopsamanytime.co.uk> Subject: Re: How would you handle this? (long)
James Eckles wrote: > > Took my car in last week for its 10k service and some minor warranty work > (the shifter cover was coming loose and there was a heat induced bubble on > the top's tonneau cover between the rear seats' headrests). The dealer put a > wrong colored replacement tonneau cover on (light grey) instead of the > original black, so I had to take it back this week to get it fixed. The > Quality Control guy was great, apologetic etc. and took care of it ASAP. > > HOWEVER, when I got back to my office yesterday afternoon and parked in the > building's garage, I noticed that the left front driver's side alloy wheel > was badly scraped by a curb!! My blood began to boil! Keep in mind that no > one has driven the car but me since I last hand washed it - not the wife, > not any valets etc and I absolutely baby this car because I love it so > much - park it far out in parking lots, only hand wash it, use the side > mirrors to parallel park etc. > > So I called the same quality control guy and told him what happened. Said > he'd check on it and get back with me. Got a call about 45 mins. later from > the Service Manager who offered to fix it by refurbishing the wheel, which > takes 2 days and requires yet ANOTHER 20 mile drive to the dealer to fix > what they screwed up. I'm taking it back in there on Monday. > > They basically offered to fix it even though it sounded to me like they were > denying they did it saying stuff like "We don't have any curbs around here." > I understand they've got to protect themselves from false claims, but when a > car comes in, they're required to do a check for previous damage so they > know what's there and what's not before working on it. > > I guess my question is this - Is a refurbished 17 inch alloy "as good as > new" or should I demand a completely new one by threatening to go to SAAB HQ > in GA (I know some folks there) and/or trashing their rep. with friends and > in forea such as this and threatening to take my service to the other local > dealership? I know that sounds harsh, but I'm pissed b/c I didn't do this! > > Thoughts? > > JKE These kind of things can be quite tricky to sort out. I have a similar tale. I have used a Saab garage for many years, it is one of the best in the country; they always threat the customers cars with utmost care. However, the next morning after I had taken my car back from service, I discovered that the flap covering the pulling ring in the front bumper was dangling. Closer inspection revealed a sideways horizontal scratch that could not possible have been made by driving the bumper into something, it was obviously swiped by another car turning in front of it. I immediate rang the garage and showed them what had happened. I knew that the only place I had been that day with the car, I had parked it towards a wall such that no car could have swiped it from the front. I carefully explained the forensics of this to them without getting hot or anything, and they arranged the repair with no fuss. The repair was done to a very high standard. The morale of the story is that these things happen at the best of times.