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Old 01-18-2002, 04:48 PM   #1
ccook
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Thumbs down 2002 Wrx Nightmare!!!

I posted once about having my clutch replaced.
Well, now my wrx has been in the shop for 1MONTH!! for a transmission rebuild.
There were supposedly chipped teeth on fifth and reverse, which makes sense, since they would make a strange grinding noise when i shifted into them.
so..... the lemon law in most states says that if a new car spends more than 30 days in the shop during the first 12 months of ownership, it is a lemon.
most manufacturers have something called a certified arbitration program, where you can have your car replaced w/o having to hire a lawyer.
Subaru, however, does not.
SO subaru offered to make two months payments for me AND a 60000 mile service contract...which included ALL scheduled maintenance....I took it.
It gets worse. On the day i was supposed to pick up my car from the shop, i get a call "Mr. Cook, we had a little accident with your car at the shop"
When i told them "I don't want any Bondo on that car" they agreed and we got off the phone.
Well, i decided to stop at the body shop where they were doing the repair, and guess what I saw....I don't even need to say it.
I was livid. I called the subaru service rep for the area and screamed at them.
Just today I was asked by them if i wanted a new WRX....I said hell yes.
now several friends who were considering subaru wrx's are no longer doing so.
Subaru has TERRIBLE customer service at it's service centers - this is a well known fact, but I had NOOOO idea how bad it could be.
I think the only reason they even told me that they had wrecked my car is that that was the day i was going to pick it up!!!
I'm looking forward to my new Sedona Red WRX.
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Old 01-18-2002, 05:18 PM   #2
SubEd
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Default Re: 2002 Wrx Nightmare!!!

Quote:
Originally posted by ccook

Subaru has TERRIBLE customer service at it's service centers - this is a well known fact,
Sorry to hear of your problems, but this statement is not true, and is a sweeping generalization, at best.

Ed
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Old 01-18-2002, 05:48 PM   #3
jcblack
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"I'm looking forward to my new Sedona Red WRX." = brightside
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Old 01-18-2002, 06:10 PM   #4
RS ING
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Now you can turn around and sell it as a used brand new car. Find a buyer for it before it even arrives and then let them pick it up if you really hate subaru so much!!!
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Old 01-18-2002, 06:32 PM   #5
topcover
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Sorry to hear about the bad run of luck you had with your car. I think rather than an issue of "bad customer service" you've been a victim of "unfortunate set of circumstances".

From your own description, Subaru sounds like they've attempted to be very accommodating by offering you extended warranty and free maintenance. As far as wrecking your car, sounds like they took responsbility for that as well and offered you a brand spanking new car.

In retrospect, your experience sounds like it went well. I'm not sure if other car manufacturers would have offered up a free car in this situation. I'm sure you would have gotten the bondo if you wanted it or not.

The only question I have is what explanation did they provide regarding the 1 month delay in the rebuild of your transmission?

You got a new car.... I wouldn't look a gift horse in the mouth!

Best of luck with this car (if you decide to keep it).
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Old 01-20-2002, 07:23 PM   #6
mywrx2002
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Default Have to agree with ccook

The nail was struck with a resounding blow to the head!!!!
CCOOK is right on the mark when stating Subaru customer service is terrible.
My post is roughly 3 below this one where it took 3 weeks for the local Subaru dealer( yes i know this is a small independant business that sells cars and not Subaru the company) to finally get a SOA rep in town to pick up a telephone, call the tech line and finally figure out that a Turbo was screaming like a Banshee under my hood.
All this time the dealer didn't offer a service loaner car( except for friday to Monday the last three days of problem) as we refused to drive car and do more damage to it( if theres a problem, ya do more damage by driving thats why Turbo was replaced) .
I say this due to the fact that any other car we have( some still warrantied), we walk in...the loaner car pulls up and away we go not caring how long, but how well it it repaired which it is always with no questions asked !!!!!!!!!!!!!!!!!!!!

thats my .02
Jamey
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Old 01-20-2002, 07:32 PM   #7
gtguy
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I agree with Topcover. You're getting a new WRX out of the deal. If the service were as terrible as you say, they would have fixed your car, done the body work, and said "Here you go."

Customer service at my dealership is excellent, so I'm not sure where the "known fact" is about the "terrible" customer service at all Subaru service areas. Perhaps it might do you well to calm down a bit, and think about the situation.

None of us knows what was wrong with your car, or if it took that much time to get parts. Were you in touch with your dealership, or they in touch with you? Details help matters immensely, but I don't know that rants do at all.

For every five wonderful cars, there is a clunker. It sounds like you got one. But even before they messed up your car (which is ridiculous, IMHO...they should be flogged), they were covering everything under warranty, rather than giving you a hard time about any of it.

Sounds like you come out way ahead on this one. You get a new car, you get rid of a potential problem child, and you had the opportunity to vent on this board.

Where's the problem?

Kevin
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Old 01-21-2002, 12:11 AM   #8
ANZAC_1915
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If you have a valid claim under a lemon law you don't want to settle for anything LESS than you'd get under the law.

After all, they get away without branding the car as a lemon and presumably resell it to some poor schmuck.

Glenn
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Old 01-21-2002, 12:56 AM   #9
ccook
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Default and the answer is?

yeah go ahead and flame me, but i have to continue.
why do i feel the need to expain myself to you people? i really don't know.
i was hoping for some similar responses or some good advice.
GIFT HORSE????? GIVE me a break. It's good to know that someof you like bondo oh your cars.
i've worked in auto shops before. bondo will come apart within 10 years. spare me the exception stories.
let me tell you a true story.
a friend bought a new nissan maxima and it had recurring (some would say minimal) brake problems for a few weeks, guess what the nissan dealership and nissan worked out:

any guesses????

they gave him a new freaking car with no questions asked.

if you people only KNEW the amount of work time i've WASTED dealing with SOA and the shop here.

do i like subaru cars? yes i've had a legacy for 11 years.
do i like subaru service? A resounding HELL NO.
have i actually seen a new car yet? read above.
did i want to have to go through this BS? once again read above.
so all of you little pansies who refuse to believe that this could actually happen, wait until it happens to you.
I'll be here and i'll be waiting to send you the same kind of smart ass little responses i'm getting.
Do you get the idea that i'm pissed? well you are right.
do all of you people who responded negatively work for SOA?
well you should.
assuming you moderators don't kick me off the board for this tirade, there will be updates forthcoming.
you might want to leave thread active.....SOME OF YOU MIGHT LEARN SOMETHING.

final tally:

time in shop during < 4months of ownership: 45 days and counting
amount of money subaru spent on keeping me in a rental: over 1700 dollars.
:monkey:
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Old 01-21-2002, 12:57 AM   #10
ccook
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Default one more thing

IF IT WASN'T ON THE DAY THAT I WAS TO PICK IT UP DO YOU THINK THAT THEY WOULD HAVE EVEN TOLD ME WHAT HAPPENED?
I GUESS WE'LL NEVER KNOW.
SOA = CRAPPY SERVICE
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Old 01-21-2002, 01:03 AM   #11
ccook
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Default ONE MORE THING...

SHOULD I HAVE TO BE A COMPLETE AHOLE TO GET A RENTAL?
I DON'T THINK SO.
I AGREE WITH WHAT ONE PREVIOUS POSTER SAID ABOUT A LOANER...YOU HAVE TO RAISE HELL TO GET A RENTAL.
COMING OUT ON TOP?
IN TOUCH WITH THE DEALER?
TIME IS MONEY, BUD.
CAN YOU PUT A PRICE ON MY INCONVENIENCE?
ESPECIALLY CONSIDERING THE BS THAT I HAD TO PUT UP WITH TO GET WHAT I WAS OWED?
RANT?
HELL YES DUDE


AND THANKS TO THE MODERATORS AND OTHERS WHO MAKE THIS VENTING POSSIBLE.
NOW I FEEL BETTER,
UNTIL TOMORROW WHEN I SPEAK TO THE SOA REP ASSIGNED TO MY CASE.
ANYONE WHO WOULD LIKE TO SEE THE COMPLETE LOG I HAVE OF ALL CALLS AND SERVICE DOCUMENTS PLEASE FEEL FREE TO ASK.
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Old 01-21-2002, 01:13 AM   #12
blu_light
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Default sorry

I am sorry to hear about your mis-haps. I can attest to the subaru dealerships suck. I had a trouble with my 2.5 RS last year and then the wing got stolen off of it at the dealer. So in order for them to help me out they were going to try and get me to commit insurance fraud.


I hope all goes well and you get what you deserver from Subaru.... I finally did after 2 months and a court hearing...

But on the good side i finally found the 1 and only reputable subaru dealer in virgina.

Daniel
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Old 01-21-2002, 01:22 AM   #13
ccook
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Default soa's 90% rule

by the way,
i've calmed down and have decided to inform those of you who don't know why they decided to rebuild rather than replace my tranny.
subaru has a "90% rule". if the cost of rebuilding the tranny (or any other part presumably) is less than 90 percent of the cost of a new one, then the shop has to rebuild it.
my main gripe is this: yes, it really did take them that long to get the parts. during this time soa was paying to keep me in a rental.
the cost of rentals is not included in the 90% rule because of some separation of divisions at soa.
if they would have just replaced the fricking tranny, none of the other crap would have happened.
besides, who wants a rebuilt tranny in a car w/ less than 5000 miles on it?
the whole thing was a fiasco.
maybe if i spoke japanese i could have found out if the parts were really that long in coming.
that's right, they told me that they didn't have any spares for this type of situation in the US.
Is that good business sense?
the cost of a new tranny is 3500 bucks or so.
i was told that the cost of a rebuild came to about 70 percent.
.7*3500 = 2450.
2450 + 1300 (this time in rental costs) = 3750!
that's more than 100 percent - assuming(probably correctly) that the new tranny would have arrived any sooner. we all know that rebuilding and then re-installing a new one takes much longer than just re-installing.
then during this extra time, my car gets wrecked - lowering the value!!
actually the shop subletted the car to a body shop and TOLD me i should go see how minor the damage was.
i got there in less than 2 hrs and the damage was already covered with a fresh layer of bondo and primer.
i wouldn't have even discovered that they had even used bondo if i didn't speak spanish .
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Old 01-21-2002, 01:28 AM   #14
ccook
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Default oh man, you guys are going to kick me out.

sorry, but i guess i don't have anything better to do.
i just read the latest post, and i have something to say to that too.
I AGREE.
this shop left my car outside, not even locked behind a gate, mind you, the entire time!
last time i picked up my car from them, it looked like it had been driven through a hurricane and then a dust storm. did they wash it for me? hell no.
let us all get one thing straight: this is a 25,000 dollar car.
I hate to inform all of you who so obviously have much lower standards of customer service than I, but that is CRAPPY customer service.
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Old 01-21-2002, 09:07 AM   #15
gtguy
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Default

I think the only things that people are quibbling with are the sweeping generalizations of all Subaru dealers, and the fact that your vendetta continues, even after Subaru has paid (in your words) over $1,700 for a rental, and given you a new car.

When I have my car in for service (at Evanston Subaru in Evanston, Ill.), they are always prompt and courteous, and wash the car for me before it is picked up. It's always ready on the day that they say it is going to be, and if there's an issue I need to deal with (there has only been once) they call me immediately. This dealership is, simply put, the best service experience that I have ever had.

On the other hand, yours sounds like a nightmare! I think the solution might be to personalize it, that is "My Subaru dealership's service is terrible." That might make it easier, and minimize the contrary comments from other board members. But excessive generalizations are a problem on this board as a rule, IMHO. It's never "my car is having problems," but "Subarus have problems." Whenever there are exceptions to a stated rule, people will quibble.

I don't think anyone is doubting that you're had a rotten experience, but a friend of mine went through something similar to your friend's Maxima experience with his Volvo, only he had to pay a bit of money for his new Volvo (he'd had it for almost a year).

Enjoy the new car, and I think we all hope that it works out better than the last one did.

Kevin
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Old 01-21-2002, 11:56 AM   #16
topcover
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ccook -

Sadly the freaking "90% rule" is not all that rare out there. I know that applied to my 1995 Honda Civic when we had problems with the wheel bearings. Car was out for about a week (it was a Honda... they have a lot of parts).

I'm not sure if it is going to make you feel better but here is a tough story.

Quote:
Friend of mine drops off his BMW M5 at the dealership for his standard 30K maintenance. Get's all the paperwork filled out and the dealership shuttles him to his office. Gets a call that afternoon saying they were backed up and won't get to his car until the next day. No call the next day, he assumes the car is ready. That afternoon he hitches a ride to the dealership, when he finally gets his turn at the service desk, they ask him to step into the office, where they break the news to him that his M5 was stolen off the lot that night. Got the insurance money and found the car in a seedy part of San Francisco 7 months later.
I think the most contructive thing is to let everyone on the board know the name of the dealership that seemingly screwed you so badly so that we can learn from your experience.

Short of gasoline pouring into the passenger compartment, there is no car company in the world that will easily give up a new replacement car regardless of who is right or wrong, obvious or otherwise. Don't think you were going to get a call saying that they damanged your the car and oh by the way, come pick out a replacement car of your choice. They're gonna make you work for that. Fk'ed up but that's business... sad as it is.
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Old 01-21-2002, 01:23 PM   #17
ccook
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Default dealership

i guess i gave some people the wrong idea,
but, as a general rule - FROM MY EXPERIENCE WITH 3 Subaru service departments over 11 years, Subaru service sucks....Sorry.
As for the delay, i doubt it was the shop's fault. They were waiting for the parts just like me.
And by the way, like i said, i have YET to see a new car, or anything in writing.
So for all of you who want to know - Mack Massey Suzuki/Subaru in El Paso, TX. AVOID. The people are nice, but I just don't get that professional feeling there. Did i mention that i've worked at 2 dealer service departments prior to finishing college. When at Buick and Lincoln, customers got their asses KISSED, as well they should. it's called customer service - the old fashioned way.
there was also a mitsu dealer at the lincoln place, and wow, what a difference in customer treatment. I used to detail the damn cars (even though that wasn't really in my job description) if a customer even saw a spot of water on them. It seemed like a pain in the ass at the time, but boy how the shoe's on the other foot now.
Saying "that's the way it is" is nothing but a cop-out and an enabler - allowing shoddy customer service to fester and become the norm. I'm going to raise hell (in the right way) - and so should you (did you ever go with your grandfather to his luxury car dealership? you'd have seen something you never see now) if i feel slighted - and wrecking my car is one hell of a slight....maybe i just have bad luck.
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Old 01-21-2002, 01:55 PM   #18
topcover
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Default

Best of luck to you. We'll be sending out those "good i-club" vibes your way. Let us know how things go.
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Old 01-21-2002, 02:17 PM   #19
damianq
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Check out JD Power & Associates. Pay particular attention to Subaru's new car satisfaction rating. Then take a look at thier service satisfaction rating.
Unless you are part of the solution, in this case better satisfaction, you are part of the problem.

I don't agree with Mr.Cook's generalizations but the fact remains that too many ppl are willing to accept substandard service as a whole, not just at the dealership.
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Old 01-21-2002, 03:37 PM   #20
lilo
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Default

ccook, sorry to hear about your misfortune. Life
does suck sometimes. One thing that people don't
realize, is that the i-club does many things, one
of which is the ability of it's members to vent.

It does suck, and it may cost you, but if it were
me I would contact a lawyer to see where I stand
with the law. It's the American way.

Good luck and find another dealer for sure.
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Old 01-21-2002, 04:14 PM   #21
ccook
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Default HOPEFULLY MY LAST POST IN THIS THREAD

There needs to be a 'fingers crossed' "smiley".
I just got off the phone with SOA, and why I did this, I may never know:
I made them agree to replace the entire rear quarter panel and show me proof that they had done so. Then they offered to make 2 additional payments (bringing the total to 4) and possibly some performance (suspension or boost guage or something) options for free.
Am I stupid? after they had offered (at least it seemed like it) a new car.
I guess what I'll never know is how hard my car was hit and if it did any damage to the drivetrain - i would doubt it, but wouldn't that just suck if it did?
Will that panel ever really match the rest of the car?
PLEASE, PLEASE LET THIS END SOON.
I wanted a WRX for so long, and i hope that doesn't end up being my tragic downfall.
I did have similar problems initially with the 90 Legacy, but that was a first model year car.
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Old 01-21-2002, 04:47 PM   #22
sorbee711
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Post

Personally I wouldn't take a car that has been in an accident. Never know what happened to it that you can't see. Even if they make 4 payments (what like $2000) you might end up paying more down the road. I'd have made them give me a new car and the 2 payments. Hope this nightmare ends soon.
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Old 01-21-2002, 05:02 PM   #23
Kenneth2000
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I'd probably tell them you wan to talk to a lawyer......and check out your options... this sounds ridiculous....

I would not take a car back that a dealership had gotten in an accident either...... that is crap... especially since it was already there for over a month......

I'd tell Subaru to put whatever their offer is in writing... then talk to your lawyer......

And I don't think it is just Subaru's service that sucks, most of the dealers and service centers, of Ford/Lincoln/Mercury - Isuzu and Subaru have given me crappy service where ever I moved, from CA to AZ, to CO and now Nebraska...... I always have to fight them for what's right.......

I wish buying and maintaining a car could be made simpler. You think with giving any company $20,000+ dollars, that they might backup their products a little better.....

Oh well....

Good Luck
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Old 01-21-2002, 05:17 PM   #24
azt
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Default

Quote:
Originally posted by topcover
Sorry to hear about the bad run of luck you had with your car. I think rather than an issue of "bad customer service" you've been a victim of "unfortunate set of circumstances".

From your own description, Subaru sounds like they've attempted to be very accommodating by offering you extended warranty and free maintenance. As far as wrecking your car, sounds like they took responsbility for that as well and offered you a brand spanking new car.

In retrospect, your experience sounds like it went well. .
WHAT??? .... Sorry but did you read the same post I did??
ummm the new car was only offered AFTER they were caught "in fragrante delicto" by the guy - otherwise the wonderful dealership would have told him otherwise and given him back his old car.

As for bad customer service - well I guess you find it acceptable that they promised not to bondo and then were caught doing just what they sadi they wouldn't. Gimme a break.

Its funny to see how blinded people are by a brand - certainly give credit where it is due, but also remove the "blinders" and admit to when they mess up.

Its ridiculous when you have people on here who use no reason and refuse to see any harm being done SIMPLY because said car is a WRX. (I wonder what these same people would have said had this been a story about Mitsubishi and the EVO ... I put my money on d"damning indictments all around!")

Its called balance people - time to develop some.
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Old 01-21-2002, 07:22 PM   #25
Hate Audi
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Default Bad Dealer or Bad SoA?

Hi,

So is SoA or their dealers usually the problem?

As a prospective Subaru buyer I have been watching for waranty posts that were as bad as I experienced with Audi.

The worst was that they wouldn't fix a 5800 mile clutch that wasn't raced, launched or ridden. There were no mods or previous issues. AoA said that the $1700 damage to clutch and flywheel looked suspicious. They reduced the repair bill to $859 but refused to honor the waranty.

As far as customer service response times, I am usually happy to pay less for the product and experience slower service. Audi had lots of people ready to talk to me but wouldn't listen to reason or test the pressure plate. I understand the frustration about jumping through the hoops though, I will bitch about this for decades......

http://forums.audiworld.com/tt/msgs/381149.phtml

I like the WRX as it is all the performance I need, reliablity looks good and waranty seems fair.

Cheers,

Envious.
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