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Old 11-08-2007, 07:02 PM   #1
sszyma
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I brought my car in for a rear popping noise in the suspension. Went for a test drive with the tech (who drives a rusted out buick), he says he hears it. Ok drop the car off the next day and later they say they have determined that it is the rear swaybar and it is not covered because it has been tampered with. Ok it has been. When I first heard the noise I retorqued the swaybar links and mounts to see if that was the cause of the noise, it was not. I then removed the endlinks to eliminate the swaybar from the eqaution, noise persists. Since I did not have and extra tensile-lock nut I double nutted the bolt on the swaybar. The double nut is cause for tampering and that is what is causing the noise. Morons! I asked the dealer to remove the swaybar to prove that it is not the cause and his reply "that would cause the noise because a part is missing. Apparently logic is void at this dealer, and the tech's devry education fails to include a class in deductive reasoning. The dealer also noticed my SS brakelines and said that they hold pressure better but cause the brakes to overheat! Overheat my #@@, these people are idiots!
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Old 11-08-2007, 07:28 PM   #2
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Quote:
Originally Posted by sszyma View Post
they say they have determined that it is the rear swaybar and it is not covered because it has been tampered with. Ok it has been.
It sucks that they're being that anal about the warranty but technically they're right.
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Old 11-08-2007, 07:44 PM   #3
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Legally they are correct and that is fine. I am only angry about the fact that they do not know what they are doing.
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Old 11-08-2007, 07:47 PM   #4
Subie Gal
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Quote:
Originally Posted by sszyma View Post
Legally they are correct and that is fine. I am only angry about the fact that they do not know what they are doing.
???
sounds to me like they do

you tried to get warranty work on the part that had been tampered with.

You said it.

they wont warranty it.

I'm not seeing the problem.
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Old 11-08-2007, 08:02 PM   #5
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he is saying that it is NOT the sway bar, but they will not try to replicate the noise with the bar removed.
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Old 11-08-2007, 08:57 PM   #6
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Quote:
Originally Posted by Subie Gal View Post
???
sounds to me like they do

you tried to get warranty work on the part that had been tampered with.

You said it.

they wont warranty it.

I'm not seeing the problem.
He didn't say they won't warranty it, the tech did after saying it's the sway bar which had been tampered with. If it really is the sway bar then of course they won't warranty it, he shouldn't expect them to. it sounds like he saying that it's not the sway bar and they are using that as an excuse so they don't have to find the real reason.
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Old 11-08-2007, 09:02 PM   #7
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Quote:
Originally Posted by Subie Gal View Post
???
sounds to me like they do

you tried to get warranty work on the part that had been tampered with.

You said it.

they wont warranty it.

I'm not seeing the problem.
umm, the problem is that the noise isn't the swaybar, and instead of treating him like a customer gave them 25k in business they are using technicalities to save themselves a couple hundred bucks. This is not how you keep customers happy (=keep customer buying and servicing cars through you)
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Old 11-08-2007, 09:09 PM   #8
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FYI dealers do not have the ability to deny warranty work.

FACT

1800subaru3
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Old 11-09-2007, 05:39 PM   #9
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Would any of you really trust a tech's knowledge when he thinks SS braklines will overheat the calipers?
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Old 11-09-2007, 06:20 PM   #10
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Quote:
Originally Posted by nhmtns View Post
It sucks that they're being that anal about the warranty but technically they're right.
all true, but... word of mouth via customer carries SOOO much more weight. better to go out of your way to build a good reputation than to just follow the rules. even if you make less money, we all know that it is just plain BETTER.
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Old 11-10-2007, 01:39 AM   #11
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Quote:
Originally Posted by munkis View Post
FYI dealers do not have the ability to deny warranty work.

FACT

1800subaru3

they have the power to throw you under the bus though.... without hesitation
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Old 11-10-2007, 05:45 AM   #12
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so take off the sway and bring it to another dealer, case closed
- Danny
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Old 11-10-2007, 08:58 AM   #13
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so take off the sway and bring it to another dealer, case closed
- Danny

+1

I would have left in a heartbeat and found somewhere else.
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Old 11-11-2007, 05:17 PM   #14
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Originally Posted by Got Boost? View Post
they have the power to throw you under the bus though.... without hesitation
doesnt matter what the dealer says, an SOA rep must inspect any vehicle the dealer say is not eligable for warranty coverage. The rep makes the decision.
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Old 11-11-2007, 07:16 PM   #15
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For starters like Munkis stated. A dealer does not say what is warranty and what is not. It is the SOA rep. The warranty wasn't given by the dealer, Subaru did!!



Second what I would do if I was the writer, is remove the sway bar to see if the noise is there or not. Their job is to take care of a customer with a concern. If the customer knows the noise is still there even after the part is removed, guess what?? The dealer should still continue in their diagnosis.
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Old 11-11-2007, 07:51 PM   #16
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^^^^ you guys must have good dealer support. The dealer here in Vegas spends more time looking for a reason not to work on the car instead of giving a diagnosis.
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Old 11-11-2007, 09:49 PM   #17
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I am a Subaru Service Advisor. I am the only one here at our dealer.
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Old 11-11-2007, 11:05 PM   #18
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If you came into my dealer, I would attempt to have the noise diagnosed. If that involved removing the sway bar to see if that was the noise, then it would be done with you, the customer, understanding that if that was the cause of the noise, then you would be resonsible for payment to repair it. If it was something else, then we would go from there.

When a modified car comes it, it is explained to the customer up front that if a modification caused a problem they are responsible for diagnosis and/or repair. This way, there are no surprises. It's amazing how understanding customers are if you explain to them upfront. I have had cases where the customer was charged and cases where they weren't. We explain our policies and SOA's policies to them when they bring in their car.

Oh, and the dealer has the ability to deny warranty coverage. The rep does not have to come out and inspect every case. Most of the time, it is called in, with an explanation and the rep goes from there. If it is a situation he deems necessary to investigate, he will come out and look at the car.
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Old 11-12-2007, 06:20 AM   #19
blackfang
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Originally Posted by rexygirl View Post
Oh, and the dealer has the ability to deny warranty coverage. The rep does not have to come out and inspect every case. Most of the time, it is called in, with an explanation and the rep goes from there. If it is a situation he deems necessary to investigate, he will come out and look at the car.
Yes, you are correct. However, the Rep can agree with your findings and also override you and tell you he will cover it. Either way a customer shouldn't be told it is denied unless SOA has said it will be. A dealer can't just deny a claim. SOA are the one's who do that.
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Old 11-12-2007, 10:54 PM   #20
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Talke to SOA and they agree with the dealer. That being said I told the dealer "fine" the swaybar and endlinks are not warranteed. Remove it and the noise persists. The service manager and tech reply that not having the swaybar attached will make noise.
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Old 11-13-2007, 10:28 PM   #21
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The dealer cannot deny coverage without getting a reps approval and physical inspection by SOA reps is usually maditory.

Those who are Subaru Service Writers, take a look at the service policy and procedure manual section 8.4.44 pay carefull attention to number 4b

Everyone may think Subaru is out to screw them, but if you mod your car you gotta pay the piper. Subaru will work with you if you work with them, are a good customer, respectful etc.

Sometimes the you eat the bear and sometimes the bear eats you!
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Old 11-14-2007, 12:27 AM   #22
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Quote:
Originally Posted by munkis View Post
The dealer cannot deny coverage without getting a reps approval and physical inspection by SOA reps is usually maditory.

Those who are Subaru Service Writers, take a look at the service policy and procedure manual section 8.4.44 pay carefull attention to number 4b

Everyone may think Subaru is out to screw them, but if you mod your car you gotta pay the piper. Subaru will work with you if you work with them, are a good customer, respectful etc.

Sometimes the you eat the bear and sometimes the bear eats you!
I really wish we had support like this at the dealer here in town. I even told them that I would pay for any problems stemming from aftermarket parts on the car. :sigh: My dealer seems to be like the above posters though. I not just a warranty whore either, but a faithful service customer. I worked as a tech for a dealer and know how the game is played. I just somebody would open a dealer to compete with these guys to show then how its done....
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Old 11-14-2007, 07:07 AM   #23
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Well sometimes, you get writers who haven't read the P&P manual, or they think they can deny coverage when really they can't. Like I have mentioned SOA denies coverage.
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Old 11-14-2007, 03:10 PM   #24
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Lesson learned here is simple......If it's under warranty WHY would you try to fix it? Take it in and let them "Tamper" with it untill the noise issue is resolved.

DONE
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Old 11-14-2007, 03:57 PM   #25
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Quote:
Originally Posted by munkis View Post
The dealer cannot deny coverage without getting a reps approval and physical inspection by SOA reps is usually maditory.

Those who are Subaru Service Writers, take a look at the service policy and procedure manual section 8.4.44 pay carefull attention to number 4b

Everyone may think Subaru is out to screw them, but if you mod your car you gotta pay the piper. Subaru will work with you if you work with them, are a good customer, respectful etc.

Sometimes the you eat the bear and sometimes the bear eats you!
Quote:
B) Arrangements must be made for SOA inspection of the vehicle or for an SOA Representative (FSM/RSOM/FTM) to work with the dealer to compile all information relating to the denial of warranty coverage within a reasonable period of time.
What you are saying is true, to a point. But, like I said, they don't have to come out and see every vehicle. I have only had my rep come out and inspect about 5 cars that I have denied coverages on. And I have called in EVERY one.
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