Marc Leier: 1 for the little guys
November 6, 2012
To the editor:
Since 2005 I've purchased 3, 3.6R Outback models from Cook Chevrolet and Subaru in Craig.
The first two vehicles were absolutely incredible. However, the last car purchased (the 2011) turned out to be a major pain!
At less than 10k miles, the car began having a couple issues: 1) The entire right side speaker bank would randomly cut out for minutes, hours or even days at a time. 2) There's an intermittent but noticeable vibration/rumbling sound coming from the center of the car.
These problems were reported to the dealership in Craig immediately. The Craig Dealership explained they didn't have a Certified Subaru Technician there.
They suggested the car be taken to the Steamboat Dealership. After 20 trips, neither problem had been resolved.
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As it turns out, it's my understanding that all warranty issues are examined, then, reported to Subaru Corporate.
At that point Corporate tries to diagnose the problem from another location, and passes that information to the tech guys actually doing the work. They have to follow Subaru Corp. instructions… even if they know it's not going to fix the problem.
Annoyingly, that's how one ends up spending the last 8 months bringing a brand new car to the Dealership for repairs that should have easily been handled during the first few visits.
I spoke to 3 different Subaru Customer Service Representatives. The first was of no help what so ever!!
The second who was a supervisor actually argued with me about the warranty being expired now and there was nothing more Subaru could do. Even though the problems were documented well before the 36k warranty expired.
The third was also a supervisor. She was the first to offer any hope at all.
She offered up an extended 100k warranty hoping I would be happy with that and move on. I may have moved on if the problems had been resolved.
As fate would have it, both problems persisted even with my flashy new warranty.
After driving the staff completely nuts with my issues, Cook Subaru's General Sales Manager Steve Dunklin stepped in. Steve took the time to get things going in the right direction.
He said if there was any deal to be made with Corporate, Joe Bird Cook Subaru's Service Manager would handle it.
Joe called the Subaru Corp. rep. The rep. told us she would continue talks with Subaru again. Twenty minutes later the Subaru Rep. informed me Subaru would offer a $5,000.00 compensation credit towards the purchase of another car.
In the end Cook Subaru was able to give $20,500.00 for the problem child. With Subaru Corporate kicking in the5k towards the new car, out of pocket payout was zero.
After Steve worked his magic, they sold me the car for less than sticker price. The monthly payments are 27 bucks less and I'm in Heaven again driving a brand new Subaru thanks to the AWESOME STAFF at both Cook Subaru dealers.
Most of all…Thank you Cindy in Steamboat Service Department for handling me with a smile no matter what!