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Dealer's don't want warranty work.. (long rant)
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Posted by REM in Seattle (more from REM in Seattle) on Thu, 3 Apr 2003 11:32:12 Share Post by Email
In Reply to: SAAB Dealers against The SAAB Network?, JoeB, Thu, 3 Apr 2003 10:26:46
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The dealership is interested in selling cars and charging high prices for routine service. Warranty work generates no income, and is time consuming. The dealers make little, if any, money on warranty work, they have to fill-out a lot of paper work for the factory, and it keeps their technicians from making 'real' money fixing cars. Some of this is related to the common accounting practice of keeping the workshop and the sales areas separate cost centers. The Sales department made monay selling the car, but the workshop loses money on the warranty work.

Many dealer will not let you talk directly to the technicians, heck some dealers won't let you talk directly to the parts department! The dealer wants to control the flow of information (usually through some 'Customer Service Rep' who may not know a Saab from a Geo) and thinks customer service is a couple old magazines and a hot, smelly, waiting room.

That is not to say there are not dealers who really care and try to help. But they are the exception and not the rule.

If you can find a dealer who is good, tell them why you like them. And be sure tell the other dealer why you won't use them anymore. Maybe a few of the 'bad' dealers will learn to listen to the customer.

BTW, this seems to apply to all car dealers not just Saab. I have been told numerous 'funny' stories by Customer Service Reps and technicians about how they fooled the customer. Sometimes the customer is just being really picky, but many times it is because the dealer/technician wants to get the car out of the way so they can make money on another vehicle.

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