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Saab will not replace under warrenty
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Posted by Ryan in CT (more from Ryan in CT) on Wed, 27 Oct 2004 10:19:43 Share Post by Email
In Reply to: Re: Same here, Dom D, Wed, 27 Oct 2004 09:31:37
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Hate to break your heart, but Saab USA isn't going to budge. After a six month battle with Saab USA, including multiple visits by the Regional District Rep my claim was denied.

I have a 2002 9-3 which now has 61k miles on it. I requested the top be replaced or an adjustment performed to reduce the chafing due to the exact same wear conditions discussed at length on this board: the rub holes on the fabric around the rear window on the right side and on the corresponding part of the top that meets it when folded.

My dealer (Saab of Greenwich / Saab of Westport) here in CT agreed the top should have been replaced and both the Service Advisor and GM of the dealership when to bat for me.

Saab vigorously denied the claim, stating it was normal wear and tear. Despite pointing out to the regional rep the car has been garaged since day one, never in an automatic car wash, and has had sealant put on the top annually, per the owner's manual, he still insisted it was normal wear and tear.

At this point, I again called Saab USA and insisted they replace the top, as was their duty per their warranty. Saab's response: a full replacement will be provided if there are holes completely through all layers of the top that are larger than 1/2" inch in diameter. They continued to state the metal clips must be exposed as well. If this wasn't the case (as it wasn't with my top - I had 1/4" holes, which weren't large enough to meet their standards) they will not replace the top.

At the advice of my brother-in-law, a litigation attorney, I attempted to reach a compromise with Saab USA to get them to pay half. No deal. My dealer, Saab of Westport, offered to "assist me" in replacement costs if the top developed larger holes outside of warranty, but indicated Saab USA would not provide any goodwill for a wear item.

At 61k miles and an entire summer of the top going up and down, the holes have not gotten any larger. They are still about 1/4". Maybe they'll stay that way?

Based on this poor customer service experience with Saab USA, I do not plan on purchasing another Saab. My lease is up in about a year, at which time I'm planning on giving Saab back their car with a severely worn top. At that point if they attempt to charge me for excess wear and tear on the top, I have their own policy to define what is considered normal.

At that point I'm doing what I should have done to begin with: Listened to my father and bought a Mercedes CLK instead of the GM-owned Saab. I have no doubts Saab builds a reliable, solid product, however the GM customer service leaves a lot to be desired. I'd rather pay more and get both a world-class automobile and terrific customer service.

Good luck to you both and I hope you get further than me with the GM cost cutters in Detroit.

--Ryan


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