Comments on: Communication http://www.trollhattansaab.net/archives/2005/09/communication.html Saab 9-1, 9-3, 9-4x, 9-5, 9-7x News Thu, 11 Dec 2008 06:34:22 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Keith http://www.trollhattansaab.net/archives/2005/09/communication.html#comment-834 Keith Wed, 05 Jul 2006 12:31:28 +0000 http://s18881.gridserver.com/archives/345#comment-834 I would appreciate Mr Spenchian's comments on Saab's committment to the IDS program and it's client service standards. I purchased a convertible through the IDS program and picked it up at the factory in Sweden. I dropped it off at a Saab authorized drop-off agent on Jan 31, 2006 and paid an extra $540 for the drop off service. As of today July 4, 2006 (OVER FIVE MONTHS LATER) I still don't have my car. It was "lost" for a period of time and then several weeks later when it was "found" I was told that it was damaged in shipment. The drop-off agent gave me the wrong paperwork when I dropped off the car and Saab and it's insurers have been haggling over the paperwork while keeping my car hostage. After over 5 months I decided the IDS program reps weren't getting this resolved so I tried to contact Mr Spenchian. My call was returned by a customer service rep who acted like I was calling about a defective battery. She never once attempted to help me solve the problem and kept saying I had to work with the IDS department who had previously told me that they did not have the resources or authority to resolve this issue. Then I faxed a letter to the CEO of GM. I called the number I was given for Mr Spenchian again and said I would fax him a copy of the letter if someone called my back with a fax number. That call was never returned. Finally I persuaded a sympathetic GM operator to let me talked to one of the executives assistants. She was about to blow me off also when I got her to agree to just listen to my story. Appears that she's gotten someone to help me and I may get my car released within a week. Apparently this is a regular event since Saab's insurer has stated that it has happened with some frequency that cars are damaged and that customers are given improper paperwork by authorized drop-off agents. Is Saab committed to maintaining this program and correcting it's apparent problems? I would appreciate Mr Spenchian’s comments on Saab’s committment to the IDS program and it’s client service standards. I purchased a convertible through the IDS program and picked it up at the factory in Sweden. I dropped it off at a Saab authorized drop-off agent on Jan 31, 2006 and paid an extra $540 for the drop off service. As of today July 4, 2006 (OVER FIVE MONTHS LATER) I still don’t have my car. It was “lost” for a period of time and then several weeks later when it was “found” I was told that it was damaged in shipment. The drop-off agent gave me the wrong paperwork when I dropped off the car and Saab and it’s insurers have been haggling over the paperwork while keeping my car hostage. After over 5 months I decided the IDS program reps weren’t getting this resolved so I tried to contact Mr Spenchian. My call was returned by a customer service rep who acted like I was calling about a defective battery. She never once attempted to help me solve the problem and kept saying I had to work with the IDS department who had previously told me that they did not have the resources or authority to resolve this issue. Then I faxed a letter to the CEO of GM. I called the number I was given for Mr Spenchian again and said I would fax him a copy of the letter if someone called my back with a fax number. That call was never returned. Finally I persuaded a sympathetic GM operator to let me talked to one of the executives assistants. She was about to blow me off also when I got her to agree to just listen to my story. Appears that she’s gotten someone to help me and I may get my car released within a week. Apparently this is a regular event since Saab’s insurer has stated that it has happened with some frequency that cars are damaged and that customers are given improper paperwork by authorized drop-off agents. Is Saab committed to maintaining this program and correcting it’s apparent problems?

]]> By: SaabKen http://www.trollhattansaab.net/archives/2005/09/communication.html#comment-833 SaabKen Sat, 10 Sep 2005 12:06:17 +0000 http://s18881.gridserver.com/archives/345#comment-833 Swade, here's some more verbiage from Jay: http://fastlane.gmblogs.com/archives/2005/09/saab_a_a_look_a.html#more Swade, here’s some more verbiage from Jay:

http://fastlane.gmblogs.com/archives/2005/09/saab_a_a_look_a.html#more

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