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Customer Difficulty
Posted by Glenn Wallace (more from Glenn Wallace) on Thu, 24 Jan 2002 17:47:19
In Reply to: , Kok Chen, Sat, 17 Dec 1988 12:00:00 

So, I've been trying to arrange a meeting with the regional rep to =
discuss my 9-5. The car has been off the road for a total of 35 days or =
more, so far, with a transmission problem - most likely a dead torque =
converter, at least per my own guesses and a phone discussion with =
AAMCO. Having to change the fluid at 12,000 miles was probably a clue.

I felt it might be helpful to discuss the problem with him before I file =
my lemon claim. Maybe I'm being too nice?

I've spent 10 days just trying to get arrange this meeting with no luck.
To be fair, there was a death in the service manager's family but still =
I don't have a meeting scheduled.

So I call the 800 number. Mistake.
....
S: 'You'll have to arrange that through you dealer.'
Me: 'I tried for 10 days, that's why I'm calling you.'
S: 'You'll have to arrange that through you dealer.'
Me: 'Well last week someone there offered to call him when the dealer =
said Saab was no longer paying for rental cars.'
S: 'I don't know who that was, you should talk to your dealer, let me =
try them.'

So she TRANSFERS me to the dealer. Of course, the service rep has two =
calls ahead of me and I think I've already filled up his voice mail box.
So I call back the Saab 800 number. She said there's nothing she can do, =
and so I asked for her supervisor. She said 'there aren't any here'.
Just charming. I said 'I thought I'd called the Saab customer assistance =
center, but you don't seem to be offering much assistance.'

It is not even like I could take the car to a different dealer, it was =
towed into this dealership by roadside assistance 10 days ago and isn't =
safe to drive.

The 9-5 is a great car, but mine has had problems, and Saab's customer =
service certainly seems to have gone downhill.

Glenn
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