Re: You People - Saab General Bulletin Board - Saabnet.com
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Re: You People
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Posted by steve@boston [Email] (more from steve@boston) on Sun, 28 Mar 2010 08:02:20 Share Post by Email
In Reply to: You People, John Myers, Sat, 27 Mar 2010 20:05:00
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When I bought my 9-5 I brought it to the dealer for regular service and was happy. Dealer personnel then changed. After the 30K service I got a fill coolant message. After many trips to that same dealer where they could not find the problem and told me not to worry since the car was still under warranty, I took it to another dealer. That dealer found the problem immediately (crack in plastic overflow tank) and I continued to bring it to that dealer. Personnel changed at that dealer. One day for a simple Saturday service (oil change) I had asked them to rotate the tires (every 5K) and check the battery. When I went to pay for the service they told me I didn't need to have the tires rotated. While puzzled by this response, I figured the tires were wearing evenly and would be fine. I drove home. Later that day I went to drive the car again, and the car was completely dead. The battery, which I had asked the dealer to check, could not even be jump started by AAA. AAA towed the car to the dealer. The service manager gave me a loaner car and on Monday he re-did the service (including rotating the tires). And I got a new battery. (No additional charge.) While disappointed with Saturday's service, I was happy that the dealer went to great lengths to ensure that the problem was corrected. However, with the personnel changes, service declined, and I felt I wasn't getting the same value for the money. So, I found a great independent. Less convenient (i.e., had to pay for loaner/rental cars, but that cost is hidden in the dealer service cost anyway). But service value was high. The bottom line is that in my opinion, in general, if the service is good, then many people (not all) will be willing to pay a higher price for dealer service. The customer sees the value of the service as good. With personnel changes at these dealers, the service value dropped. So there are high-value dealers and low-value dealers. Value can change. People get motivated to find cheaper options. People will pay for value.



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