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The resolution--Now what??? (super-long rant)
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Posted by Jeff in Va (more from Jeff in Va) on Fri, 15 Aug 2003 14:09:52 Share Post by Email
In Reply to: Convertible in the shop [long rant], Jeff in Va, Thu, 14 Aug 2003 14:37:49
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Ok, service dept calls this morning (day 3) and says that my car is ready. Hurray! Problem was bent rod for the locking mechanism (shouldn't they have seen this when they checked out the lock motor?).

I to the dealer a couple of hours later to pick her up. They pull her around and she is absolutely FILTHY. Besides the usual road grime (in between washes), there were tons of greasy hand prints, etc... all over the place (black car, she shows everything). I asked the "kid" that brought her around, don't you guys wash them once your done? He said they were really busy and short on help, but he would wash it for me. No problem-o...

About this time I see my old salesman. He asks, "Hows it going?" I tell him the story (and also the story about my wife's 9-5 SW last time I was up there) and he gets mad. He apologizes and goes off in search of the Service manager...

Less than 4 minutes later, the kid comes back around the corner with my wet car. Yes the dirt was sort of gone, but it looked like some half-witted monkey with a dental pic washed it. I'm now a little perturbed...

My anger exists on many levels: 1) You don't send a convertible through an automatic car wash (says so right in the manual!). 2) I open the door to find water all over my seat. 3) Water on interior is highlighting all the grease on seats, carpet, floor mats, and the sundry plastic interior pieces... 4) Had same issues with wifes car in June (same dealer).

I go find my salesman and hand him the keys with the "you fix it look." He looks at the car and then shows it to the service manager. Service manager talks to me. Service manager apologizes and takes car away to fix problems.

20-min of pleasant chit-chat with salesman ensues...

Sales manager returns with clean (very clean, inside and out) car. He says that from now on my cars will always get handwashed.

My question is--is this enough? Should I now be satisfied? Is an apology in the hand and future handwashings in the bush enough? I feel that one should expect a slightly higher level of service when they purchase not one, but two, $40,000+ automobiles...

The service manager told me they service more Saabs than any other dealership on the east coast--can this be true? If it is true, am I being too unreasonable in my expectations?

Anyone else have any thoughts on this? The dealership was Suttle GMC/Cadillac/Pontiac/Saab in Newport News, Virginia...

Thanks,
Jeff
'03 9-3 CV
'03 9-5 SW

posted by 68.119.170...
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