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In defense of the dealer...
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Posted by hr [Email] (more from hr) on Thu, 12 Jun 2008 06:59:18 Share Post by Email
In Reply to: yes, customer service has declined since GM..., earthbrown, Wed, 11 Jun 2008 18:36:55
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I have been dealing with Sewell SAAB of Dallas TX for about 8 years. In general their service has been exemplary, but expensive. I have no problem paying the rate if the service is good. They have gone out of their way to accomodate on several occasions, even renting me a car from outside their loan program when I had my 9K in for an AC compressor replacement, and I did not buy that particualr SAAB from them!!!
They expanded a couple of years back and opened two new dealerships out in the suburbs. To seed those stores, personnel were moved from the intown store to the boonies. Needless to say when you go from people with years of SAAB experience to about half trainees, service degrades. One good thing to come out of this is I now have "my" service rep and she has learned that I am generally well versed in SAAB speak. (She listens!!!!)
Before this I had the luck of getting the trainee of the day.

The techs were in agreement with me in general. We all thought it absurd that the TAC wanted the engine "de-carbed", the fuel tank drained and refilled, and the turbo replaced. I admit I was wrong about the turbo, but who would have thought that on a well maintained car with 24K miles?
Of all the things I had to overcome, even here on Saabnet, was that it only happened when it was hot and it was much more than the slight degradation you get every summer with a turbo.

The frustration is going away, and in a short time, I will be the same rabid SAAB fan I was before.

posted by 207.162.22...

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