Saab GB - Where To Complain?

[TrackDayQueen]

All, Any ideas how to best get a result from a complaint re level of service received for (lack of) after sales following purchase of a Saab 9-3 Aero convertible ? My pre-registered Aero which should have come with 18" ALU65 alloys arrived with 17" entry level alloys which the over-bearing and exceptionally smarmy salesman assured me would be replaced as soon as he could get his hands on a set. That was in May this year, and having contacted the dealership on several occassions only to be fobbed off with various reasons for delay, I complained via Eastern Western Group. They contacted the Salesman (now Sales Manager)to discuss, which resulted in him phoning me directly and denying all knowledge of offering to rectify the wheel situ, claiming I was offered the car with the 17" wheels and I accepted the car as was. I have written to Saab GB at Griffin House (as this was the only HO address not in Sweden I could find) advising I am being branded a liar by one of their dealerships and requested a response within 14 days asking if they believed their customer (who's just parted with almost £25k) or their salesman. 3 weeks now and no response. Any ideas where to go next for maximum impact ?

[RedLeicester]

I had problems with Saab 12 years ago, got absolutely nowhere with SaabGB despite solicitors letters etc, one letter to Sweden HQ and it was solved... trouble is what with the new ownership I don't know if that'll work any more. Assuming you have the invoice with the wheels stipulated on it, it should be an open and shut argument.

[TrackDayQueen]

Cheers. Not just me then ! My own stupid fault for being trusting and leaving the showroom, but was so excited with my new car and didn't really fancy throwing a hissy one demanding new wheels NOW and possibly having to get the bus home over 35 miles and 3 stops ! Order/invoice does not go down to that level of detail to show the specific wheels, but as 18" ALU65 are standard spec for that model, I didn't think I would come across such problems. That'll teach me :-( Looks like Sweden Saab AB it is. Probably seems really petty to some folk, but I just HATE being done over and disappointed like that.

[An Oasis]

TrackDayQueen said:

Probably seems really petty to some folk, but I just HATE being done over and disappointed like that.

Not at all, poor service and BS in the UK in endemic. Follow up with your letters and if that does not produce any results there have been some superb results via people sticking up websites slating various companies. Good luck.

[threespins]

Go to the showroom and tell everyone who enters your problem. They will soon obtain a set of wheels when all the customers start walking away. You will have to be brave and don't leave till you get justice. Always worked for me.

[TrackDayQueen]

Written response from Saab GB Customer Services claiming they cannot get involved as this is "a sales related issue" which I need to take up directly with the dealership concerned. It seems you are only a customer up until the point you part with your cash. I have now forwarded the complaint to Eastern Holdings (HO of the dealership) and a separate complaint to Jonathan Nash MD of Saab GB and also to the Chairman and the MD of Saab AB (GM Motors) in Sweden, re the dis-satisfaction of the level of support offered from Saab in resolving this issue. So far, they somehow fail to see the connection between the service received from a franchised dealership and the reputation of the Saab brand.

[RedLeicester]

Nash is a waste of time, never replied to a single letter of mine, much less acknowledge them, always passed back down the chain.