A letter to the Dealership Manager...

[TanMan]

Hi everyone,



I wrote an email to the dealership that I ordered my BRZ with, addressing my concerns with some of the major issues highlighted in the TSB section.



I really feel bad for loosing heart on this wonderful and highly anticipated platform, let alone for those of you that have been affected with the CEL issues. Pending the answer that the Manager comes back with, if it is remotely close to anything like "We are unaware of these problems", I am out.


(Note : Names and dealership withheld until final verdict. Pardon the bad English)









Hello Mr _______ (Store Manager),

I am writing to highlight a concern that myself, along with many other BRZ enthusiasts (or would be buyers) are having. I would appreciate if you would be able to advise.


I ordered a BRZ Limited 6MT at Subaru______ in late July and has been eagerly awaiting its delivery which I was told by Mike _____, would arrive approximately in the December time-frame. In good faith, I have also made a deposit of $500 through Mike.


Recently however, my research into the car has brought to my attention that a significant number of BRZ / FRS customers are having major issues with the engines (i.e failing vvti system, chirping noise, recurring Engine check lights, cam sprockets replacements, engine oil controller issues, rough idle and rpm fluctuations leading to car stalling etc) that occurs at varying intervals and mileage across multiple cars (hundreds). Some couldn’t even make the drive home during delivery day. The affected FRS and BRZ owners have collectively reported their problems and dealership experiences here:

http://www.ft86club.com/forums/showthread.php?t=15577
http://www.ft86club.com/forums/showthread.php?t=10069
http://www.ft86club.com/forums/showthread.php?t=16369

Understanding that first year models are going to have “teething” issues, I believe most customers can be tolerant of minor things like condensation in the tail lights, rattles here and there as long TSBs remedy these issues. However, the major engine problems I highlighted above does not seem to be quick or easy fix and requires significant downtime for owners affected. To date, Subaru (and Scion) had not have a satisfying answer as to the cause of engine failure and parts failure of this magnitude. Some owners went for two months with the cars in the shop still waiting on parts, others have had the problems repeat after significant engine parts replacement.

As such, I would like to know:

1) 1) Given these widely known issues across different states and dealerships, what level of support (aside from factory warranty) can I expect from Subaru ______should my BRZ be afflicted with the engine issues noted above? (i.e loaner car, payment reimbursements should the brand new car be out for more than a month etc, and/or possible car replacement if affected and multiple earnest repair attempts are futile).

2) 2) Has the Gunma factory in Japan isolated the engine problems and are proactively replacing defective parts at the assembly line, preventing these issues for new deliveries due later this year?

I hope you can understand, as enthused I am about the BRZ / FRS, I simply cannot justify spending $32K OTR on a brand new car with such significant issues without the above two concerns properly addressed. Respectfully, I hinge my decision to cancel my order (and have my refundable deposit returned to my card) on Subaru ______’s position to this matter.

Sincerely,

__________

[wallace03]

I would really like to know the answer to question #2.

[TanMan]

Originally Posted by wallace03

I would really like to know the answer to question #2.

It would really be interesting to see what their reply would be. Already cross shopping a used BMW 135i, late model s2000, WRX now.....

[wheelhaus]

Nice move, laying the proverbial cards on the table. I'm also interested in the pending response...

[ngabdala]

A dealership is geared toward sales. He will tell you what you want to hear. It's a matter of if his response is true or not.

In sales, on any product just not cars, a potential customer's objections are given an answer true/false resulting in a sale.

Sales can not be made when a customer has objections. Objections thrive when resisted/dismissed and perish when they are addressed.

[TanMan]

Originally Posted by wheelhaus

Nice move, laying the proverbial cards on the table. I'm also interested in the pending response...

When is your expected delivery? I recommend you do the same with your dealership as well, we need the consumer's voices heard!

[sho220]

My guesses:

1. You'll get a warranty and a loaner.
2. They won't know...if you do get an answer, it'll be a made-up answer to give you a warm and fuzzy...

They aren't gonna know shit. You should probably cancel your order and buy something else...actually, that may be the only way they get their shit together. Most of us here have already bought. They already have our money. If people who have only put down deposits started backing out, that would probably light a fire under them to get this sorted out. Good luck.

[TanMan]

Originally Posted by sho220

My guesses:

1. You'll get a warranty and a loaner.
2. They won't know...if you do get an answer, it'll be a made-up answer to give you a warm and fuzzy...

They aren't gonna know shit. You should probably cancel your order and buy something else...actually, that may be the only way they get their shit together. Most of us here have already bought. They already have our money. If people who have only put down deposits started backing out, that would probably light a fire under them to get this sorted out. Good luck.

Sho, you are probably right about the warm and fuzzy. I know Ngabdala's sentiments as well. However, I have a knack for sniffing out sincerity. Like I said if its any BS remotely resembling a cookie cutter response, its hasta la vista baby. I just feel bad about the BS that some of the owners affected have to deal with..."Yours is the only car with this issue.." yea right.

Let our voices be heard. Pre-order fellows band together!

[Yruyur]

Great job. I think rather than sending this to a small time retail manager it should go to corporate and the press.

Sent from my SCH-I535 using Tapatalk 2

[sho220]

Originally Posted by TanMan

I just feel bad about the BS that some of the owners affected have to deal with..."Yours is the only car with this issue.." yea right.

Let our voices be heard. Pre-order fellows band together!

Heck, I would have been happy with that. All I got in response to the chirping and idle dip is "it's normal"...

[wheelhaus]

Originally Posted by TanMan

When is your expected delivery? I recommend you do the same with your dealership as well, we need the consumer's voices heard!

Any day now. I'll probably have the discussion when I pick it up before signing the papers.

[dori.]

Originally Posted by wallace03

I would really like to know the answer to question #2.

the answer is yes, since they've already fixed the headlight condensation issue

unless you specifically mean the came and CEL issues then idk.

but they have fixed that so it is a good sign

[Books]

Originally Posted by Yruyur

Great job. I think rather than sending this to a small time retail manager it should go to corporate and the press.

Sent from my SCH-I535 using Tapatalk 2

This needs to be done. Most of the time the dealer knows as much as we do and many aren't even aware of the issue. This letter will only bring the dealer up to speed.

My FR-S is at the shop as of yesterday and I believe I was the first one to come in with an issue (of the few they sold so far).

[Sileighty_guru]

Originally Posted by sho220

Heck, I would have been happy with that. All I got in response to the chirping and idle dip is "it's normal"...

+1