Date: Sat, 24 Aug 2002 06:19:44 +0100
From: Johannes H Andersen <>
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.

Return to Main Index

The content on this site may not be republished without permission. Copyright © 1988-2020 - The Saab Network -
For usage guidelines, see the Mission and Purpose Page.
[Contact | Site Map | on Facebook | on Twitter | Shop Amazon via TSN | Site Donations]