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Old 02-07-2002, 06:50 PM   #1
WRicerX
Scooby Newbie
 
Member#: 14006
Join Date: Jan 2002
Location: San Diego, CA
Vehicle:
2002 WRX
Newbie Blue Pearl

Default Anti-lock blah blah blah, SoA pointing fingers...

My response from Subaru after emailing them about the Anti-Lock Break problem and pointing them to the forum:

Dear Mr. (WRicerX ) :

Thank you for visiting the Subaru Web site and for your message. We are sorry
to learn of the circumstances that prompted your message. Your frustration is
understandable, but we are not in a position to diagnose your vehicle via
e-mail. We rely on authorized Subaru dealerships to handle technical matters.
Your Subaru dealership may want to contact the Subaru dealer technical line for
assistance. If you wish to contact our Customer/Dealer Services Department and
provide further information regarding your concerns, please call us at
1-800-SUBARU-3 (1-800-782-2783) and refer to Case #364413. Best wishes!

Thank you for visiting subaru.com!

Patricia Bryant
Subaru of America, Inc.
-----------------------------------------------------------
YOUR ORIGINAL MAIL:

I have experienced a problem with breaking at low speeds in my
WRX. It has happend about 3 times since I've owned the car. The problem
is consistent with what other owners are experiencing in the i-club.com
forum. The following is a link to the current discussion:
http://www.i-club.com/forums/showthr...93&goto=lastpo
st

I would like to know if Subaru have found out anything about this. If
not, I hope that this issue gets investigated as I have almost hit another
car due to the problem. Thank you.



''


sigh
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Old 02-07-2002, 08:33 PM   #2
gtguy
Scooby Guru
 
Member#: 2184
Join Date: Aug 2000
Location: Highland Park, Ill., USA
Vehicle:
2005 Legacy GT wagon
Platinum Silver Metallic

Default

And, what's the problem with that response? They cannot diagnose your problem via email, and they do rely on their dealer network/service advisors to handle problems.

I'd say that step b is to visit your dealer, to make them aware of the problem. It's the most effective way to resolve it.

I think that what SOA is (gently) saying is, "Why are you coming to us with a problem that we can't fix, since that's what we have a dealer network for? Use it, since your car is under warranty."

I think they're right. I have said it before, and I'll say it again. Complain. Only after dealers get enough complaints about a problem will something get done. You will find plenty of commiseration here, but no real help. Real help is what you need to solve your braking problem.

Kevin
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Old 02-08-2002, 10:59 AM   #3
NotFast
Scooby Newbie
 
Member#: 10119
Join Date: Sep 2001
Location: Schaumburg, IL
Thumbs up

Applause for gtguy's frank and wise answer!
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Old 02-08-2002, 04:53 PM   #4
Aprilia Jon
Scooby Newbie
 
Member#: 13394
Join Date: Dec 2001
Location: Austin TX Y'all
Vehicle:
2001 GC8 Coupe
Silver

Default

Not to be rude but if I was at SOA I would have been confused. If your car "breaks" then you need to take it to a dealer to have it fixed. They probably didn't even follow the link you gave them because they figured if it "breaks" then then the dealer should fix it. They have probably never heard of the "braking" problem, so they did not associate the two. Remeber they are not the techs or Quality Control people, they are temps or Customer Service just sitting behind a computer.

Next letter to SOA you write sould be VERY specific of your problem, not "this is what a website says". Trust me you don't want them to think that the only reason you are bringing it up is because you saw it on a website, they will think it is psychological. Make it YOUR problem, if they have heard it from others then THEY will know it is widespread, they don't need to know that YOU know it is widespread, just that you have the problem and that you want it fixed NOW!

Good luck
Jon

P.S. Don't email it, send it snail and even certified so it is very official looking. Email is way easier to ignore.
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Old 02-08-2002, 08:25 PM   #5
TheWRX
Scooby Specialist
 
Member#: 10279
Join Date: Sep 2001
Location: St. Louis, MO
Vehicle:
2005 Lotus Elise
Yellow, #94 SS

Default

I don't understand why you have a problem with this response, I wouldn't have expected anything else. If you car is broken, you have to bring it to the dealer. If necessary, they communicate with SOA to address your problem. I'm sure that most service departments at dealerships will do their very best to help you, that's their job, they understand that you're the customer, and they want you to be happy. If you feel like they're not doing their job, go up the food chain. Talk to the service manager at your dealership. If that doesn't help, ask to talk to your regional service rep, and/or maybe the owner of the dealership.

That's how the system works. I understand that you might not like it, but sometimes you just get the best result by going with the system. I don't think that Subaru cares about what people write on an internet message board. I certainly hope that they care about problem reports that they receive from their dealers.
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Old 02-09-2002, 12:30 AM   #6
codger
Scooby Specialist
 
Member#: 13486
Join Date: Dec 2001
Chapter/Region: W. Canada
Location: Calgary
Vehicle:
06 Legacy GT wagon
Black

Default

Quote:
I would like to know if Subaru have found out anything about this.
They never answered your question, or addressed it in any way, even though other people have got SOA reps to look at this problem. Maybe depends as much on the individual you contact as anything?
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