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Today (Sunday) while out running some errands I started to put the top up on my '01 SE Convertible (11,800 miles) and about 90% of the way it just stops and the SID says "Check Soft Top". I look in the manual and it says that something may be blocking the top. I doubted it but I checked...and allw as clear best that I could see. I tried a few pressing the Top switch a few more times with the same results.
So, I call Saab Roadside Assistance. Well, I get a rep that immediately tells me that there is noone there that knows anything about my car. All she can do is see if she can find a copy of the owner's manual and read it to me. I inform her that I can't drive the vehicle with the top partially up. She says she will have a tow truck sent out.
About an hour later a tow truck (flat bed) shows up and the driver (he worked for a private towing company and not Saab or a Saab dealer) says that he can't tow a car with the top propped open any more than I can drive it.
I call Saab back and this is the gist of the conversation..
Me: Hello, the tow truck driver says he can't tow the vehicle
Rep: Let me speak to him.
(She speaks with the driver who informs her that he can't tow a car with the top propped open) He was a very polite person and really didn't want to cause damage to the car. He gives me back to the Rep
Rep: If he won't tow your car there's nothing we can do. You'll have to find another towing company on your own and send us proof for reimbursement
Me: Maam, it's Sunday evening I'm miles from home and I have no idea who tows cars with a stuck covertible top. I can't walk home from here and I really don't want to leave my car outside with the top not completely closed...what if it rains?
Rep: Hold (she comes back 5 minutes later)
Rep: I talked to my supervisor...What do you want us to do?
Me: Maam, you work for Saab...you're supposed to help me. Please help me get my car fixed and my wife and I home.
Rep: I work for GM roadside assistance not Saab.
Me: May I speak to your supervisor?
Rep: She'll tell you what I told you
Me: May I please speak with your supervisor?
Rep: Hangs up on me.
Now, maybe it was my cell going out, or maybe it was an accident...but she didn't call back.
I call back Saab again and this time the rep gets the tow guy to basically force the top closed so that I can drive it home (the rear window is not locked down) and I'm sure nothing good has happened to the top from being basically forced closed. The driver wishes me well and advises me that he wouldn't be surprised if the top popped open...so I should drive slowly.
I drive back home at about 10 MPH and call Saab again.
I get another rep who apologizes for the other rep and tells me that I need to call back again on Monday morning, and then call my dealer to arrange for car to be picked up and for me to get a loaner, etc.
I have other cars with roadside assistance, most noticeably Mercedes (who gives you the service for the LIFE of the vehicle not just the warranty period). They had trained techs on the cars available around the clock, not answering agents. They also have dealers that provide emergency service on Sundays. In fact my dealer is also a Mercedes dealer. If it was my 1984 190d that broke they would have had a trained tech at my car.
So...is the Saab roadside assistance trustworthy? They were basically willing to tell me that I was out of luck and I should just leave the car and walk home.
What would cause the top to fail? I checked the fuses they were okay, there was nothing blocking the top. Is this system something I can depend on?
If Saab is going to sell cars at close to $45,000 they really ought to treat their customers a little better.
If Saab is going to sell convertibles...they really ought to be prepared to render assistance 7 days a week (like they advertise).
If anyone cares...I'll let you know how this turns out tomorrow after I get to call Saab and my dealer yet again.
...ken
posted by 67.34.81...
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