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An MB story.
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Posted by awg (more from awg) on Thu, 11 Nov 2004 22:56:41 Share Post by Email
In Reply to: Re: Great example of the possible BB voice, Dan [Profile/Gallery] , Thu, 11 Nov 2004 22:38:12
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Right after buying my CPO, I was in for a redo of something the darn dealer screwed up during the 10K service. This guy was there who came all the way out from NYC to this LI dealer. Third Saab, surgeon, and had an appointment. Dealer says he has to wait three hours, just like they said they couldn’t finish my car that day. So he rightfully complains and they push him through, still a long wait. We had a chat and he was saying how MB is very good with customer service because they still have influence over their dealers. My Saab is the only dealer serviced car I have ever owned and I can tell you I was shocked that SaabUSA won’t even pick up the phone and call the dealer on behalf of the customer. Blah, blah about how the dealer is an independent. Does the hospital say that when the surgeon screws up? What about things like police shootings? If the marquee says Saab, SaabUSA should correct any issues the customer has and move on. Punish the dealer at the backend and they will quickly learn how to treat customers. Got to wonder, people don’t buy that many Saabs for the dealers or SaabUSA to be so nonchalant.

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