Quote:
Originally Posted by Grishbok
Just a reminder, you are not OWED anything from Scion/Subaru in the way of compensation. For those of you who are talking to your regional representitives with that kind of attitude, i am not surprised they are not willing to give you something, they certainly arent obligated to. They are doing so out of the kindness of there corporate hearts, which in and of itself is a rare occurance.
I would implore you all to keep in mind that they are only obligated to fix the problem as outlined in the warranty. Anything outside of that, is them going the extra mile for you. They will do so on a case by case basis. If you act like an arsehole or a jerk, dont expect them to do anything outside of whats in black and white.
That being said, if you bring up valid concerns, such as depreciated value as a result of extensive engine work on a brand new car, with a calm and collected demeanor, I find it hard to believe the regional representative would not be able to accurately address this concern with proper recourse for your case. They will do so on a case by case basis and will not issue a blanket "compensation" package across the board for anyone that claims they have this issue. Thats how you end up with people faking problems and screwing up the process for everyone just to ge the freebies, and let me tell you, I would LOVE some frs freebies.
Be calm, collected, and polite when dealing with your representative. Create a reasonable business case for requesting any sort of compensation and make sure youre request is REASONABLE. For example, if your car is in the shop for a month, it would be reasonable to request that months payment be compensated. Doesnt mean you will get it, but its a reasonable thing to ask for.
Under no circumstance use the argument "well these guys on the forum said they are getting free x, y and z". This will NEVER get you what you want, and will only make you sound like an entitled freebie mongering jerk. Compensation is done on a CASE by CASE basis. Bringing up someone elses claim will not help you, it will however harm your chances.
Best of luck to you gents.
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I certainly don't
expect anything but, indeed, to honor their warranty, and to do so in a timely manner. In terms of obligations, this is the only one they have to me. I've been clear on this point from my side, though, too: Subaru actually
began with me by asking what I wanted, and I gave them (rightfully!!) an earful about how none of that matters if they don't fix the car, so don't distract from the issue, fix the car, then we'll talk about what's necessary for me to love you again.
But, that being said, certainly this won't be the last vehicle I buy.
Based on this experience, no future car of mine will be a Subaru, let me tell you. We're all enthusiasts here. Our friends and family value our opinions and come to us for advice on cars. I absolutely, absolutely cannot in good conscience recommend Subaru to anybody I know based on this customer service fiasco. Even if they do get it right (which, by the way, apparently now there's reason to doubt the ECU fix), I wouldn't wish this level of aggravation on anybody. Getting this organization to do anything, much less on time and in a way that makes me feel cared for and inspires confidence, is worse than pulling teeth.
My case is still open, and awaiting some bug spray for resolution, so I shouldn't pass judgment. However, who can say when the HPFP fix will come? I'm in customer service purgatory until that time. No timeline, no regular updates, no real sense that a revised HPFP is even on its way for certain. In this way, my case is just left flapping in the breeze. How is that supposed to make me feel as a customer? Oh, yeah, maybe they'll go the extra mile...at some indeterminate point in the future...really soon now...
I'm Fry's dog, if he bought a BRZ.
These things seem so basic to me. It's difficult to believe an organization as successful as Subaru has gotten to where they are by treating customers as they've treated me.