I know most of you regulars here on SU are well-behaved, but in case you know someone who is not…
The following was posted in one of our forums. I have taken the liberty of lifting it to the front page because I think it is important to keep the remaining dealers in business and it is especially important to make sure we don’t loose access to the nice people who are qualified to diagnose our vehicles.
I’m a saab tech at a dealership in New York. Been there for 17 years and fixing our beloved car line exclusively for 25 years. I too bleed saab when I get cut. I too drive 3 saabs so I feel the frustration of no parts and no warranty.
What is happening now though is that people are taking out their frustrations toward the dealership and the personnel that are trying to help. I have been trying to help people with the 2010 and 11 cars with out charging. If I can fix it with programming, which is still available by the way, I have been doing it free of charge. Investigating electrical issues, noises and what ever else I can to make sure we are all in the safe vehicle we bought.
But some customers are treating the personnel at the dealership as if it was US that took away the warranty and the parts flow. We are doing what we can to accommodate but lately the anger transferred to us is becoming stressful to say the least. Most people understand that we get paid for what we do, its called flat rate. If we do nothing we make no money. By trying to help these customers we have nobody to submit a claim to so we make no money. How most of you feel if you went to work and made no money for what you do?
Please understand, we are here to help and doing what we can. By belittling the people that have been there for you when you had problems with your car and got you going again you are only adding more stress to a very stressful situation the none of us have any control over. This is not the saab spirit, this is not the saab way. We have always been a small car company, you get to meet the tech working on your car. You might even see him in the store and say hello, does that happen with a large car company(GM)?
Personal service, safety and,respect is something you have always gotten from saab personnel, please now when times are tough we need to stick together and show that same respect to the people that just trying to help.
I think many of us need to vent, but taking it out on the service technicians is counter-productive.