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Service problems... what's the next step? (long rant)
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Posted by bRAD [Email] (more from bRAD) on Thu, 5 Jun 2003 06:24:12 Share Post by Email
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I'm beginning to think the "four year warranty" translates to "four years to fix your car"

Over the past year (since I've bought my car) I've had a very hard time getting simple warranty repairs done properly. I won't go into details now, but the short story is this:

I had a list of small things that needed to be corrected on my '02 Aero.
Its been one year now, and 6-7 trips to two different dealers still have not corrected the problems. Many of the problems still exist, and in some cases its in worse shape than when I initially brought up the problem (just for example, I'm ready for a new back seat now- no working center seatbelt, pop up buttons to indicate the seat is latched don't work properly, gap between bottom and back cushion is approx 1", leather was split in armrest pocket, and 2 trim pieces were broken and not even replaced- they didn't even put the broken one back on!)

After the first dealership repeatedly broke parts during the repair, I called the service manager who wouldn't return my calls. Next dealership I dealt with the service manager initially but the job still isn't getting done- same problems as dealership #1

I understand if parts get broken during the repair, but I don't have the time or patience to bring the car in once every two weeks. On more than one occasion in the past, I've dropped the car off only to pick it up and find out they still need to order the parts that they were supposed to order on the last go-round.

No lemon laws in Canada, what to do now?

I'm a pretty tolerant guy, but I'm starting to get pessimistic about a solution. Should I deal with the dealer's general manager now (who will likely just give the service manager shit and then he'll be incompetent AND spiteful) or should I go to Saab Canada now (possibly resulting in the same scenario)?

I hate going above the people who should be getting the work done, but I'm having trouble seeing how this will be resolved unless I do.

What do you think of this plan:

A letter to Saab Canada with a detailed list of the initial problems, what was done to correct them and what was broken during the attempts. List of dates the "work" was done. An outline of the work that still needs to be done.

I think I should include a date on which I expect action to have been taken- how long should I give them?

Should I send the letter via registered mail, or will that not be necessary?

Should I ask for specific repairs, or should I just ask that it be repaired? At this point, I'd like the seat replaced as its been thoroughly messed up- is that realistic?

Should I mention the specific dealerships involved?

I've also considered writing the letter and giving a copy to the dealership before I send it to Saab. Should I be giving them another chance?

Any suggestions as to what should be added or omitted from the letter are appreciated. Any suggestions as to how this could be resolved in a different way are also appreciated.

Thanks for any help you've got to offer, sorry for the long rant!

Brad




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