On Being Proactive
Today, I read JD’s car woes at Get Rich Slowly. As you all know, I can sympathize. He was extolling the virtues of having an emergency fund to pay for his repairs, and I couldn’t agree more. Our current emergency fund amounts were actually strikingly similar to each other, but JD’s car repair is about $2400 less expensive than mine, so luckily for him, his fund covers the entire repair. I hope JD’s car is fixed swiftly and reliably and that it is the last repair he has to do in a LONG time. Good luck, JD and best wishes!
One of the comments to his post urged him to contact Ford’s customer service to complain (he drives a Ford Focus). When I read that, a light went off in my head. Why didn’t I think of that?
I have been researching my particular model of Saturn, the L300, for the past few days online. What I’ve found out disturbs me greatly. It seems to me that even among the Saturn enthusiasts, the L300 model and the L series in general (which Saturn no longer makes) is sort of a black sheep. Frankly, in my travels around the internet, it really just doesn’t live up to the reputation that I always thought Saturn had. When we bought the car, we did do research into reliability, but apparently, not enough. I am not the only one with sudden engine problems in a car that has less than 100,000 miles on it. And frankly, I’m seriously unimpressed by what I’ve read. We did choose to fix the car, feeling that this is the best of our limited options at the time, but believe me that we will be doubly focused on expanding our future options so that they won’t include Saturn, in a financially responsible manner of course.
So I went to the Saturn website, and I wrote them a letter. I wanted to call them, which is odd for me because I really do not like to call people and confront them directly if I can help it, so I must be rather steamed. More than $3000 in car repairs must do that to me. But I couldn’t find a phone number on the website for customer service, just an email address and a postal address. I chose to email them (naturally) and I spent a good portion of the morning researching forums and websites that detail customer complaints with the Saturn L series, and composing a heartfelt letter about my experience, my displeasure, the fact that I feel this car model is a blemish on the reputation of Saturn, and corroborating evidence to back up my conclusions. I ended it with the idea that it only takes one rotten apple to spoil the entire bunch, and that their customers have a voice they are not afraid to use. And I intend to use mine.
I got an automated response immediately that they will contact me within two business days. It’s Wednesday. By Friday, hopefully we’ll hear what Saturn has to say.
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January 9th, 2008 at 4:19 pm
This happened to us last year. We had numerous car repairs and had started with $2000 in our car repair account. Well after a while it was down to nothing, and we would work to build it back up, but before long something else would go wrong. Eventually the transmission went out on our van and it was $3200 to fix. That just wiped us out, but the van is only 6 years old and we don’t have the money for a car payment, and at this point we had put almost $8000 into the van in 8 months. What else could break?
Now we are still trying to build it up and I think we are back to around $700, however I won’t feel comfortable until it is at least $2000. Good luck with your car situation.
January 9th, 2008 at 4:30 pm
I’ve found that most companies and corporations do listen to customer complaints, particularly ones that they feel may get them exposed on TV or in the media, thus leading to bad press.
-Raymond
January 9th, 2008 at 4:52 pm
Good for you! I hope that they do call you back so you can speak your mind in person. I absolutely believe that one bad apple can spoil the bunch.
I was happy with my Saturn (also an L series) until something flew off the transmission and killed our transmission totally. After that and reading online all the complaints, we’ve decided to not buy another Saturn in the future.
I am not happy with the way the Saturn company dealt with us, on something that is clearly a design flaw and it should have been a recalled. But Oh no, they’d rather take 3k here and there to fatten their wallets day after day. Nice Saturn, real nice.
Also be aware that no sooner then we fixed our car and put in that new transmission, Saturn started calling us, and mailing us letters begging us to trade in our old Saturn for a new one. Fat chance of that happening Saturn. Nice try but I think not.
January 9th, 2008 at 5:53 pm
Way to be proactive!
I think bringing up your voice as a consumer, that’s excellent. There’s no guarantee that they’ll listen to you, but it’s a good spin.
My MIL advises writing Good Bad Good letters. Like “I really like this car. But there’s this problem and I think that shouldn’t be happening and I’ll need you to fix it or I say something. But if you do fix it, won’t we all just be so happy.” (ok, last sentence would need a little work.)
January 9th, 2008 at 9:35 pm
I just want them to hear what I have to say. If they do nothing but placate me with big shiny words, so be it. lol
They emailed me and want me to call them tomorrow and document my complaints. heh. I did what you are saying - my letter was first all about why I bought this car and how I used to love it….
and now how I hate it. lol. and how I am not alone in my hate ;). i should have mentioned my blog and how many readers/daily visitors I have. heh.
January 9th, 2008 at 9:42 pm
Wow, oh wow, I wish I would have thought of that! You can bet your bottom dollar that I am going to be going to Toyota’s website about my computer glitch that should have been fixed 2 years ago when we first noticed the problem!
January 10th, 2008 at 2:26 am
I have a 2000 Saturn SC2. It threw a rod at 104k. 4k out of warranty!
But, yes, after reading all the other stories, I dont think i’ll be buying a saturn again.
January 10th, 2008 at 8:23 am
I work as a auto industry consultant. I routinely visit all the major manufacturers and over 20 years, I’ve seen a lot.
Based on my insider knowledge & experience, I would never purchase any GM vehicle (Saturn). It’s amazing the things I’ve seen inside various GM facilities.
For what it’s worth, my wife and I both drive Honda’s.
January 10th, 2008 at 10:40 am
After the transmission went out for the third time on a Chrysler van we owned a number of years ago, my husband complained all the way to Daimler-Chryler corporate…and it worked! We got a refund for half the amount we spent on the newest transmission bill. I was stunned! I thought he was crazy to spend so much time on this, but it definitely paid off. I hope your efforts pay off as well.
January 10th, 2008 at 11:15 am
I am in the process of working with Saturn now and I am told that I will find out by 6pm tonight if they will be provinding “financial assistance” with the repair….
:fingerscrossed:
January 10th, 2008 at 11:16 am
Mike - thanks for your insight. That’s very interesting to hear. Any reason why I shouldn’t like Toyota? (That’s what my spouse has and I was thinking of going that route since he has had great luck with his)
January 10th, 2008 at 11:18 am
Thanks for all the air-drying tips!
Honestly… I never knew you could air dry… indoors. I mean, I air dry my bras… okay you didn’t need to know that lol… and the occasional thing that can’t go in the dryer, but I never considered bulk air drying indoors….
Hmmm…. must investigate. Thanks!
January 10th, 2008 at 11:42 am
Great article.
Your readers might want to try www.Measuredup.com a leading customer service review website where people share reviews with other users and with companies. Companies that are involved with and value customer service read Measuredup to keep up on what people are saying and to be able to improve customer service.
It is free and easy to use.
January 10th, 2008 at 3:02 pm
PaidTwice- Toyota builds a great vehicle! Although Consumer Reports recently downgraded Toyota, I would buy one without hesitation. I prefer Honda’s, Toyota’s, Subaru’s; and Hyundai probably builds the best car for the $$ as of today. One word of caution- check the window sticker and only buy if the vehicle was manufactured in the U.S., as the overseas facilities are not as advanced.
Good luck w/ the Saturn.
January 10th, 2008 at 3:44 pm
Good luck and don’t give up. Years ago, we fought Sears about carpet that was delaminating (ie., fancy word for all the layers were separating) two months after we installed it. Everyone told us we were crazy, but we fought for a year and we got all of our money back…it was 20-year carpet that wasn’t going to last 5 and, in our mind, it was worth fight for. We think they paid us to go away, but, truly, who cared?
January 11th, 2008 at 2:35 pm
I’m anxious to hear the outcome on your attempts to get Saturn to help with the expense…any word yet?
January 11th, 2008 at 3:05 pm
No word yet. I’ll post when I find out. They are supposed to call before 6pm tonight.
They called yesterday, and they needed to talk to two people at the dealership where it was being fixed about the actual part failure. They talked to one, but the other (the maintenance manager) was out for the day and would be in today. Hopefully they talked to him, and will be calling me soon.
I am impatient too. And now the car is fixed (finally) so reality is setting in and soon we will be paying a huge chunk of change out. So I’d like to know if we’ll get any of it back