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SOA Warranty Problems & Questions

140 messages,  Last post on Feb 26, 2008 at 12:18 PM

You are in the Subaru Legacy & Outback Forum.

What is this discussion about? Subaru Outback, Subaru SVX, Car Warranties

Messages Page 9 of 15

#73 of 140 Re: Mediation possiblilites [bogey5] by lskinner

Feb 24, 2007 (3:55 am)

Replying to: bogey5 (Feb 19, 2007 1:35 pm)
"I'd like to know, as a percentage, how much less SOA reimburses its dealer compared to the "retail" price that we pay and how does that impact on a dealers objectivity"
 
I'd like to know that too. I bought a 2007 Legacy the other day on the advice of a friend. I really like the car, but the clutch pedal is squeaky and my feeling is that if I paid for a new car, I'm entitled to have the problem fixed.
 
The warranty says that you can take the car to any dealership, but it's starting to look like this is a lie. The dealer I took the car to gave me the runaround. I called SOA and they were supposed to have another dealer contact me, but nobody contacted me.
 
Another dealer I called claimed that clutch pedals always squeak in the winter and I would just have to live with it.
 
The obvious explanation for all of this is that Subaru of America underfunds its warranty work to the point where dealers try to avoid doing the work. I suspect that if the car were out of warranty, the dealers would be all too happy to do the work and charge me a premium rate for the repairs.
 
Anyway, I'm an attorney and I'm not going to put up with this nonsense. I sent SOA a threatening letter yesterday, and I will file suit next week if necessary.

#74 of 140 Re: Mediation possiblilites [lskinner] by fibber2

Feb 24, 2007 (9:38 am)

Replying to: lskinner (Feb 24, 2007 3:55 am)
Whether Subaru is tighter than most I cannot say. But out of warranty walk-in work is far more lucrative to any dealership because it is pretty much unregulated and markup is unlimited. I recently went thru a situation with my wife's Honda. The folks there were real gentlemen, and handled it very well, but we had a very frank discussion about how little Honda would pay on the diagnostic labor or the part. The dealership must literally prove it to Honda that the repair is essential, or they get stiffed. If they get stiffed, they have to pass it back to the customer. It creates a very advesarial relationship all around. Thus they would in some cases rather turn you away at the door than get stuck in the middle in a no-win situation.
 
One way to insure it will go positively is to go in armed with as much factual info as possible. I have always felt that if you can show them both the necessity and possible causes of the problem, you have the best chance of getting them to take it on, and fix the issue.
 
Steve

#75 of 140 Re: Mediation possiblilites [fibber2] by lskinner

Feb 24, 2007 (11:49 am)

Replying to: fibber2 (Feb 24, 2007 9:38 am)
"One way to insure it will go positively is to go in armed with as much factual info as possible."
 
I'm not sure what more info I could arm myself with. The clutch pedal is squeaky. The car is new. I like the car a lot, but I paid for a new car and I want it to be working perfectly. Call me fussy, but there it is.
 
"Thus they would in some cases rather turn you away at the door than get stuck in the middle in a no-win situation."
 
I wouldn't call it a "no-win" situation so much as a "no-profit" situation. A legitimate business honors its obligations even if it won't make as much money. If the business is unable to honor its obligations, then it should file bankruptcy.
 
Just my humble opinion.

#76 of 140 Re: Mediation possiblilites [lskinner] by xwesx

Feb 24, 2007 (2:17 pm)

Replying to: lskinner (Feb 24, 2007 11:49 am)
The clutch pedal is squeaky. The car is new. I like the car a lot, but I paid for a new car and I want it to be working perfectly.
 
Agreed. And, "squeaky in the cold" is a line if I ever heard one. Of all the complaints I have with my '07, which is ~ 6 weeks old now, the clutch is not among them. Even at -40F, there is not a bit of squeak - works perfectly and silently, as it should. In the last week, the warmest temperature has been -16F, and the lowest -44F. No squeaks. But, maybe they mean it is "normal" for just your car.

#77 of 140 Re: Mediation possiblilites [lskinner] by fibber2

Feb 24, 2007 (8:31 pm)

Replying to: lskinner (Feb 24, 2007 11:49 am)
I never said you were wrong! My purpose in responding to you was to attemp to explain how the system works. Or maybe I should say why the system is as disfunctional as it is. In an ideal world they would bend over backwards to make you happy. Then they would fight the good fight to get reimbursed, and if they lost, chalk it up to the cost of putting customer satisfaction as job 1. Unfortunately, few seem to be up to the task. Perhaps the issue is shortsightedness. If they loose you, someone else will fill the gap a few years from now when you are ready to buy again.
 
I have had excellent experiences with two dealerships. For most of the others I would recommend public floggings or perhaps stoning as a just punishment for how they disrespect customers.
 
Steve

#78 of 140 Re: Same song, second verse [bogey5] by snowbelter

Feb 26, 2007 (10:38 am)

Replying to: bogey5 (Feb 21, 2007 7:37 pm)
Glad to hear that you were able to get your oil change/differential problem resolved. Just wondering if you'd care to share the name of the Subaru dealer which diagnosed your oil change problem.
 
Martin

#79 of 140 Re: Same song, second verse [snowbelter] by bogey5

Feb 26, 2007 (11:32 am)

Replying to: snowbelter (Feb 26, 2007 10:38 am)
Martin,
 
We have two OBW's we bought one at each of the dealers in Syracuse, NY. In my opinion both are good. Romano diagnosed the problem and subsequently helped me recover from Valvoline.
 
Steve

#80 of 140 Re: Same song, second verse [bogey5] by snowbelter

Feb 26, 2007 (12:16 pm)

Replying to: bogey5 (Feb 26, 2007 11:32 am)
Thanks Steve. I've heard mostly horror stories about Romano, although I don't have any first hand experience. Its good to learn that they are a reasonable alternative. I've only dealt with the other dealer.
 
Martin

#81 of 140 Re: Same song, second verse [snowbelter] by dcab

Feb 26, 2007 (6:34 pm)

Replying to: snowbelter (Feb 26, 2007 12:16 pm)
Maybe you've heard those horror stories from Bill Rapp employees? We've purchased both of our Subarus from Romano and have our cars serviced there with no complaints.

#82 of 140 Re: Same song, second verse [dcab] by snowbelter

Feb 26, 2007 (7:36 pm)

Replying to: dcab (Feb 26, 2007 6:34 pm)
I've heard a number of negative comments over the years from people who purchased cars other than Subaru from Romano. In fact, I've been surprised that so many individuals who don't even know each other have had similar comments. None of the comments, pro or con, were from their Subaru customers. One day, I'll have to check them out for service.

Messages Page 9 of 15

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