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Old 02-01-2002, 08:05 AM   #1
FargoRS
Scooby Newbie
 
Member#: 419
Join Date: Oct 1999
Location: Fargo, ND, USA
Vehicle:
2002 WRX

Exclamation John J. Mergen aparently runs SOA

John J. Mergen, Who is this guy!

Have you noticed that "almost" everyone that writes SOA and posts the SOA response letter is signed by this rep. Also, if you email SOA through Subaru.com using their HTML email page, there are multiple departments you can write. I sent three emails to three different departments on different issues and Mr Mergen responded to all of them??? I don't like the fact that if you reply to his return email with answers to his questions or more followup questions, he won't ever reply back. He's never solved a problem or answered a question of mine without a typical SOA cut and paste general answer. The only reason I write is so I have transcripts if there is any dispute like the last one I had. But to save you guys some time and trouble, would be better just to call Subaru customer service to make any progress.

Mike
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Old 02-01-2002, 11:32 AM   #2
ANZAC_1915
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Member#: 456
Join Date: Oct 1999
Chapter/Region: NWIC
Location: Redmond, WA, USA
Vehicle:
2008 Forester XT
Steel Gray Metallic

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He is part of the customer service department. I know a couple of people there. Remember they are there to answer questions and/or point you back to the dealer network.

Glenn
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Old 02-01-2002, 11:55 AM   #3
FargoRS
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Location: Fargo, ND, USA
Vehicle:
2002 WRX

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Glenn,

I'm was being very general to spare people all the specifics of my emails to SOA which some have already been discussed in other threads. I realize John is a customer service rep. However, I find it odd that he handles the bulk of all email that is received at SOA. I was promted to write my thread when I saw several email responses from John to other I-club members and the fact my email accout is full of them.

As you know, being referred back to the dealer when the dealer has their hands tied because of SOA's rules gets you no where. When I actually get an answer to one of my questions that doesn't come out of the "cut and paste" acceptable answer archive, I'll be impressed. I can see their side of it with all the whiners and car abusers, but as a consumer that buys more of my share of cars from SOA, I'm a little biased towards my side when problems arise and I expect quality service. My personal experiences with John have not been very satisfying and I had to do more leg work to get things taken care of for myself in the end.

If I didn't work in a similar industry where I've seen better customer service for machine equipment, I wouldn't complain For all I know, John is a good guy and works hard, but he is at a place where he can be the hero, or an arse!

Mike
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Old 02-01-2002, 11:40 PM   #4
ANZAC_1915
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Member#: 456
Join Date: Oct 1999
Chapter/Region: NWIC
Location: Redmond, WA, USA
Vehicle:
2008 Forester XT
Steel Gray Metallic

Default

Quote:
When I actually get an answer to one of my questions that doesn't come out of the "cut and paste" acceptable answer archive, I'll be impressed.
They're not allowed to do that. That's why they're in customer service.

What you want is a customer tech line. That's what I want too!

Glenn
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