Date: Tue, 15 May 2007 19:18:28 GMT
From: Paul Halliday <pjghnospamyonder.co.uk>
Subject: Re: Saab Lost a Loyal Customer


in article cdqj43558omjad3tjigl3rb810u2os8qfanospamcom, still me at wheeledBobnospamo.com wrote on 15/05/2007 18:13: > On 15 May 2007 05:31:06 -0700, "akushnernospamlaw.com" > <akushnernospamlaw.com> wrote: > >> It >> is possible that I just got a lemon but I would drive the car for some >> time before making the decision. > > Yes, like Saab, I would check some quality data closely. Volvo has had > their share of not-so-great cars in recent years. I was reading on a forum board about some chap who bought a new 9-3SS and posted up whether he had made some sort of record with his new car. He'd got the check engine light within 250 miles! Oh for the days when they were all hand-built in a shed in Finland :) I don't think this is peculiar to SAAB or to GM (or GMs stewardship of SAAB). I think so much of today's market is quick, cheap and as a result of that, lacking in quality control. You can get a bargain and you do get a lot for your money nowadays, but that must make for a lot of unhappy customers who end up with the items that "slipped through". > Sadly, "Customer service" is a thing of the past in most businesses. > "Bigger is better and that means we can ignore you" seems to be the > universal motto. I love it (well, I hate it) when they send one of their "We're sorry you very mortally wounded by our inadequately quality controlled product ..." kind of letters. We're sorry, indeed! Sorry, are you? Liable, then? Mmmm? What is good about the internet is the fast spread of both good and bad customer feedback. If you have a bad experience of a product or service, there are all manner of forums where you can post your experiences. That reaches a lot of people. Usually a number of other people reply with their experiences and the posting serves as a nice summary for anyone researching that product or company. Likewise, have a good experience and you can do exactly the same. What is funny is that there are so many companies who are not aware of this and continue to treat their customers with bad experience as idiots ... Well, good luck staying in business. I do think the tide is turning, though and can name a number of companies I have had business with recently who have excellent customer service, who don't fob you off with clauses and techno-speak, or blame your issues with their product on _your_ equipment you are connecting it to, but actually take note, show interest and genuinely try to help before offering to refund your money or replace the product ... Or, shockingly, send you an e-mail a couple of days later having researched the issue more fully and come up with a potential solution. Bravo! More of that, please ... Especially in automotive quality control :) Paul 1989 900 Turbo S http://saab.go.dyndns.org/

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