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First an idea I'll throw out that occurred to me on the way home this morning. How about a forum to discuss dealers/vendor/service experiences, good or bad? Kind of an 'eOpinions' type thing. I know we have this 'General' forum, but it might be useful to have a forum with this focus to make researching easier.
Second, high kudos to Scott for providing this service. It's what the internet is all about.
On to the subject matter and a brief history:
Back in the Roaring '80's I had a career supporting a '74 99LE. I was Upstate outside Albany and relied heavily (maybe too much!) on the skill and service of New Salem SAAB. Fred Carl (now departed), the owner, was someone who seemed to understand the idea of investing in even the likes of me, in hopes that it would pay off one day in a sale. He rubbed some the wrong way but was never too busy to give me advice or lend a tool knowing I did most of my own work. Long as you paid your bills.
Well, it did pay off. I leased a 2002 Aero from them last June. Was treated like a valuable customer and got a great deal and great attention to setting the car up the way I wanted. New Salem SAAB gets an A+ in my book.
Fast-forward from the '80's to 2001 and I'm married, living on LI. My wife is ready to ditch her Saturn so we head over to Smithtown (because it's local, more convenient) to drive a 9-3. After a couple meetings with a great salesman named Mark (no longer there) we decided to buy an SE. Mark was a totally great guy, very straight-forward, interested in what my wife wanted and deserved the deal. Based on that experience, when we brought the car in for it's 10k check-up, I was getting ready to look at 9-5's and finding Mark no longer employed there, sat down with another salesman to discuss while we waited. This guy frankly showed no interest in doing business nor in SAABs in general. My questions about future plans for SAAB were met with comments like "well, SAAB doesn't tell us much, but there's nothing new planned" (this _after_ the unveiling of the 9X, which he knew nothing about). Questions about some of the features of the 9-5 were met with "there's one over there, take a look at the sticker". I'm here with one car under our belt, looking for a second and the finances to do it and all this guy's willing to give up is a couple brochures and his card! I'm an enthusiast but I've got my wits about me, and I wash regularly so it couldn't be body oder. That pretty much made me go back upstate.
Fast-forward again to today.
Wife's 9-3 is due for her 20K and the 9-5 is ready for the 10K so I made appointments for this a.m. at Smithtown. We show up 15 minutes late (newborns have specific needs in the morning we still haven't timed correctly) but we called ahead and were told 'no problem' and there's a diner across the street to hang out at since there's not much of a waiting area (New Salem has a waiting area with TV's, coffee machines, internet connections, display cases of SAAB accessories, comfortable chairs and his/hers restrooms, Smithtown apparently thinks their customers will lean against the wall and stare into space while they wait).
When I arrive I tell the service writer that I'll pass on the oil changes because I did it myself two weeks ago. This prompted the question, "but it's part of the service". To which I replied, "But I'm passing on it", which drew a blank stare. And here I thought they'd welcome this news! I also asked to speak with the mechanic about some programming changes. Based on his response, I asked if he knew what I meant, he asked what kind of changes, I said things like the way the doors unlock, turning off the chirps but I'd like to know what all the options are. This drew the response "we're not equipped to do anything other than the basics on the weekend". Uh huh.
The 9-5 is finished first and brought around to the front. We've finished breakfast at the diner and now are ogling the new 9-3's in the showroom, chatting with a (more informed) salesman. When the service writer who brings the car up hands me the key, I ask if I can have a copy of the checklist. He says it was all noted in my owners' manual but he'll print out the order (the owners' manual never left the glovebox and was unmarked). This printout turns out to be a very generic statement that just shows the car was checked and no charge, IIRC the milage isn't even noted on it. No itemization at all. I ask if there were any notes about anything unusual found. Was told if there was I'd be told about it. This struck me since I found last week that I taken a stone to one of my foglights smashing out the lens. Guess they didn't find that unusual. I didn't report it to them up front because I plan to replace it myself but you'd think they'd have noted it.
Got pretty much the same thing on the 9-3 but that didn't have much wrong except for a taillight out which they replaced, gratis. To their credit they also replaced the cabin air filter on my request, free. But no entries in her owners' manual, no other detail noted. What about the brake pads? Were they checked? Dunno, the whole experience left me uncomfortable asking any more questions. It was pretty clear to us that they expect owners who'll blindly drop off their cars, disappear and pick them up later without questioning. New Salem SAAB talks to you about how things are going, solicits feedback, etc. I believe I'd even have gotten the cars washed. At Smithtown we got them back, roadsalt still intact. At least the Saturn dealership gave vouchers for a wash down the road. New Salem could sell Saturns without changing much save for offering free bagels and cream cheese.
To the one or two readers who made it this far, thanks. This post is more a contrast in how selling SAABs can be and shouldn't be done. While I wish there was someone at Smithtown who might read this and take note, I don't think there is; no one there appears interested in SAABs enough to venture out past their desks and find out. And the 'cultural' problem seems too engrained to make reporting this to a manager worth it. To the folks at New Salem, we'll be seeing you from now on and when the little one's ready for her AWD, we'll be seeing you for that too. Now I've got to go out and check to see if they replaced my K&N air filters.
C.
posted by 24.47.10...
, Sat, 7 Dec 2002 15:55:05
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