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Poor customer service
Posted by Trisha Wencley (more from Trisha Wencley) on Thu, 5 Jun 2003 12:59:00
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I opened a case file with Saab Corporate on 5/21/03 We clearly stated to the representative that was handling our case that we had taken our 2000 9-3 Saab lease vehicle to an auto service place that specialized in foreign vehicles. The reason we took this step was because we were not in reasonable distance from a Saab dealership. The rep said we would need to take the vehicle to a Saab dealership to be diagnosed, however she advised us to fax her all maintenance records including the diagnosis and invoice from the auto service. She explained that she would need to review these records before she would advise us to move forward with towing the car to a Saab dealer.
After reviewing the invoice, which clearly states the steps that the auto serice took including inspecting the pistons and cylinder walls, and reviewing our maintenance records, the rep informed us that Saab would be covering the "majority" of the repairs. This conversation took place on Friday, May 30. At no time did she discuss with us the potential of Saab not covering the repairs since we had an initial inspection with another auto service. We absolutely would not have towed the vehicle, over 50 miles at a total of $200, to a Saab dealer to be denied service.
The part that is damaged, the timing belt,is a part that was repaired only 9 months ago. This part is still totally under warranty.
Saab is now informing us that they are unwilling to cover any of the repairs since another auto repair service looked at the car first. Saab was fully aware another, outside service station had looked at the vehicle - they had the documentation we faxed them.
Saab is now only contacting us through e-mails. They will not return our phone calls.
All I can say is who cares what their new models look like - their service both local and corporate are unforgiveable.
Sincerely,
Unsatisfied Saab owner - never to be a Saab owner again.
posted by 68.53.88...
Posts in this Thread:
- Poor customer service, Trisha Wencley, Thu, 5 Jun 2003 12:59:00 <-- Viewing This Message
- Re: Poor customer service, MO, Fri, 6 Jun 2003 11:36:08
- Re: Poor customer service, pursang, Fri, 6 Jun 2003 07:34:29
- It's difficult to understand what you are asking for?, SWEDECAR , Thu, 5 Jun 2003 14:35:11
- Why didn't the indy place stop at the timing belt?, bRAD, Thu, 5 Jun 2003 13:21:03
- Why would Saab help you..., 97 Aer, Thu, 5 Jun 2003 16:04:07
- "an otherized dealer which who you could put a claim", Harpua, Fri, 6 Jun 2003 01:33:34
- Tampering with sticker voids warranty. nm, Redmilk, Thu, 5 Jun 2003 20:43:30
- Hey, show some love for the long distance Saab fans, officeboy, Thu, 5 Jun 2003 16:35:25
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