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Opinions Needed on Dorschel Saab Service (WNY)
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Posted by Dudlius (more from Dudlius) on Fri, 14 Apr 2006 20:58:10 Share Post by Email
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I need the opinions of my neighbors in W.N.Y about service at Dorschel Saab (Rochester, NY) or at other dealer service facilities nearby.

Background: We've had a '99 9-5 Wagon (wife's car) and a '96 900S for a few years. Both were bought used. Late last year I bought a 2001 9-3 for myself from a nice lady in PA. Big feature was the CPO warranty, good to 2007. I took it to Dorschel in December with 2 complaints: resistance into and out of all gears when shifting (5 spd) (I think others call this "notchy" shifting?) and light oil leakage on the back of engine. Diagnosis: "nothing wrong" - engine was wiped off, and mechanic said maybe the aftermarket floor mat was preventing full clutch pedal travel (yeah, right.) I resolved to wait and see.

By February the blue cloud of smoke problem appeared at cold starts. Then the Ignition Discharge Module recall notice arrived this week. After no call back from the voicemail I had left for an appointment, I drove over to Dorschel today. I wanted to ask the service writer about the turbo and the TSB info I had found (thanks, SAABNET!) on the shift problem, the PCV/oil leak mod, and the head bolt retorque. And, of course, to set an appointment for warranty service.

I'm a fairly laid-back engineer, and (in high school & college) I was a DIY wrench on imports. Usually I have great rapport with service shops, although until this 9-3, I've always used indies. Well, today, I got the appointment set, but only after a very short and very sour experience. The service writer (Mackay) was abrupt, brusque, and condescending. He interrupted and dismissed my few questions as "that's just some stuff you probably got from a chat room" and stated "there are no TSB's" on the PCV mod, etc. I pulled out a pdf print of 210-2418 and asked "OK, so what's this?"

I was respectfully blunt about two of today's complaints having been raised back in December, and that I expected Dorschel to be more agressive when there are well-known problems that fit my complaints. Maybe he was having a bad day and that put him over the edge. But the upshot was that his overall attitude was: We Know It All (so just i.d. the complaints, and) Maybe We'll See What We Can Do ... as if I was not at a high-end car dealer but instead at the complaint desk of some cheapo muffler franchise. He really seemed to want to see me gone, so I obliged. BTW, it was mid-afternoon and the place was not busy.

In a week Dorschel may well be pulling the turbo and cracking open the tranny. I'm not crazy about driving to Buffalo or Syracuse for CPO service...but I also don't like the way things seems to be progressing.

I welcome advice/feedback on anyone's experiences at Dorschel or at other warranty service facilities in Western NY.... Many thanks!

posted by 70.100.99...
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