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I'm NOT surprised
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Posted by CMOS [Email] (more from CMOS) on Wed, 19 Jul 2006 10:05:13 Share Post by Email
In Reply to: Kachina caddy hummer saab..., Johnson [Profile/Gallery] , Tue, 18 Jul 2006 17:05:33
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Ugh. I always said that I would never buy a domestic car. Not necessarily because I think GM makes bad cars, but because of the dealership experience. Kachina Cadillac, Hummer... oh, yeah, and Saab, has just reinforced that for me. This may very well be the last Saab I buy. Kachina is the home of the cut corners.

Back in the day when Ted Vaughn was the Saab service advisor, he always took good care of me. Not only did he know about Saabs, but he actually drove one. Once he left, I think that they started using the Saab service advisor position as punishment for the Cadillac guys who pissed off the boss or something. They went through a bunch for a while, then settled on John Hicks. John is pleasant, but I don't get the feeling he knows Saabs.

Here's a short summary of my not-so-great experiences there on my 2002 9-5 Aero:
- When I bought the car, I went in and said, "Hi, I'm looking for a 2002 9-5 Aero with a five-speed, touring package and ventilated seats; preferably in Midnight Blue." The sales guy took me over to the Cadillacs and said, "Hey, how 'bout an Escalade?" Did I not make myself clear? (Hmmm... maybe that why Saab sales have been so slow).

- I needed new front tires. When I had my car in for some regular service, I asked them how much to replace the tires with the OEM Michelin Pilot whatevers (I had all the details at the time). When they told me, I said that Discount Tire would do the exact same tires for $50 less. I said that if they would match the price, I'd be happy to let them do it. If not, no big deal. I was very nice about it. They called me back and said they would match the price. Later, on my drive home, things felt... weird. When I got home and checked, they had put crappy all-season tires on my car. I called and the jerk tried to convice me that these tires were better than the W-rated tires I specified. I told him, "I was born on a Friday, but it wasn't last Friday." Ultimately, he agreed to order the tires he had originally agreed to sell me.

-At the 30K service, I complained about a clunk in the suspension. The car had never ridden as well as any of the other Aeros I had driven. When I picked up the car, the sheet said something like, "removed spacers in springs left from PDI." I guess that means pre-delivery inspection. Not only did they miss it then, but they missed it at the 1K service (where they're supposed to tighten up the suspension stuff), the 10K service, the 20K service, and the handful of other visits in between.

-When I bought the car, I added the Saab carbon fiber dash and shift knob to the deal. I paid the price out of the catalog. A week later I took the car in to have it installed. When I picked it up, they had put in this very cheap and ugly kit of puffy stickers desgined to look like carbon fiber. It may have been the ugliest thing I've ever seen. They just stuck it over the aluminum dash and on everything. Even the power window switches. The edges of the real dash were peeking out. It was horrible. I made them take it off and remove all of the adhesive on the spot and order the genuine Saab dash that was in the catalog.

-They told me I would void the warranty on the car if I had an indy put on EBC brake pads.

I've got to wrap this up and get back to work, but I could go on all day. I wonder if there's a limit to how long a post can be. Overall, Kachina cuts corners like no one else I've ever dealt with, and they seem to think that the whole Saab thing is just a big inconvenience for them. Unfortunately, Kachina, Legends and Lund are all owned by the same guy, so I wouldn't expect much difference if I went somewhere else. Plus, I live in Tempe, so Kachina is the only one reasonably close.

My mother has a 6 year-old Volvo S40, and Powell treats her like a queen. My next car may just be from them.

Good luck with your problems. I feel your pain.

-Chris

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