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Old 10-02-2004, 02:17 PM   #1
s123
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Default Unhappy Vue Owner

My 04 Vue is only 4 month's old and last week the check engine light came on. I took it in today and they diagnosed the problem as a bad fuel pressure sensor. It took them over 2 hours to replace the sensor because they had to remove the gas tank. The work was covered under warranty but the service person told me that it if it wasn't it would have cost $500-$600. Then I get my car back and there are 2 scratches in the driver door that were not there when I brought it in. They had one of the porters try and buff the scratches but he was unsuccessful. I now have to go back on Monday when their "paint specialist" is there. When I bought the car new I mentioned to the salesman that there were a couple of small scratches that I would like buffed out and I had to make 3 trips back to the dealer to get them finally taken care of.

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Old 10-02-2004, 05:03 PM   #2
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Sounds typical for any new car purchase. Sorry to hear you had to go back so soon though.

Mu VUEs are used, but still have the factory warranty remaining. I hope I don't have to go in.

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Old 10-02-2004, 07:11 PM   #3
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At least there taking care of it.. Sounds like great customer service to me, aside from them scratching your car..

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Old 10-02-2004, 07:53 PM   #4
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I feel your pain man. Last time I took my Vue in, they left a huge scratch down the rear driver's side door. I took it back, they simply pulled a panel off one of the other 2 Silver RedLines they happened to have sitting on the lot at the time. Funny thing was, the next evening, I noticed this mondo dent in the hood that happens to have gashes that PERFECTLY line up with a crescent wrench. There's no way it was a rock that did that, but I have no proof it was them, so it just sux, and now I'm stuck with having to fix it.

At least they fixed your problem the first time. It seems a lot of dealers can't even do that. The service techs at my dealer some mostly competent, but I don't trust them to not scratch or dent my ride now. What a bummer.

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Old 10-02-2004, 09:39 PM   #5
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I always photograph my car with a digital camera when I take it in for a MAJOR PROBLEM, which is far and few, so they cant pull that "it was already there" crap.

I do all of my own maintenance, oil changes, fluid changes, brakes, cause the people they hire could care less about your car. Especially dealers!

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Old 10-02-2004, 10:41 PM   #6
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dealerships and the repair facilities are not owned by Saturn - each one is a local independant operation

and like any other human endevour, you will get good people and you will get bums with wrenches

sounds like your bad sensor is what engineers call 'infant mortality'. When new parts are manufactured, there is the highest chance that they will not work correctly right off the bat, and those are caught when they are tested at the production facility

then the next level of failures happens within a few weeks or months of when the device is first used. If something wasnt manufactured correctly it will usually fail early.

so the good news for you is, the highest failure rate things are covered while the vehicle is under warrenty. The things that fail after 3 or 4 years are normally due to wear and tear, or lack of maintance.

So I wouldnt get too upset. Its almost impossible to build something as complex as a Vue and have it come out perfect. Something will break on most new cars - thats why they have the warrenties.

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Old 10-02-2004, 10:52 PM   #7
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Cars like the VUE arent really That complex...And yes some things do break, but it would seem they break more on Saturns...Really no excuse when you have the kind of engineering might of GM, unless of course you factor in $$$ and the fact people will buy them regardless...
T

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Old 10-02-2004, 11:00 PM   #8
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but everything in engineering is a tradeoff: cost vs performance vs realiability vs time-to-production

if they made every component perfect the Vue would cost $100,000

besides, the reliability of the Vue as a whole is equal to the reliability of each single component multiplied times each other

if each part has a one in 1000 chance of failure (0.999 reliabilty) and there are 100 parts on the vehicle, then the reliability of the vehicle as a whole is not 0.999, its 0.999^100

which is about 0.90 - about one out of ten would have a failure of some type.

the more parts and stuff (like power mirrors and cruise control...) the more likely that something will fail during warrenty.

now compaired to something like an old aircooled VW bug, which had points, a condenser, plugs, one carb, and a generator, a Vue is very complex - and BTW - my '04 vue gets 30mpg highway

my old VWs use to get 25mpg max - things are getting better, but at a cost :^)

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Old 10-03-2004, 07:14 AM   #9
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I see part of Saturns future sucess not being in the product,but in the local Retailer and Im not liking what Im hearing or experancing at mine either.Things seem to changing at my Retailer (in the service dept anyway).I have filled out 3 serveys in the past few months and they were all less than favorable. Not one reply from anybody yet.However when you walk into my Retailer and the same surveys are all filled out hung up on a bulletin board with positive comments I have to wonder. Does Saturn hear what it wants to hear?If Retailers are denting cars ,and not performing services they are charging you for (my case)saying customers come first and then you hear people are better treatment at jiffy lube I have to ask myself, how does a corporation with a 21% in sales decline expect to have a bright furure?I have been using my retailer for two years now and have been servicing both my Saturns vehicles there. When I call to ask if my car is ready and Im told "A NAME WOULD HELP" something is a miss.My local service station mechanic would never address me that way.Maybe its just me and some bad curcumstances I have run into this past year,but I not convinced after reading other posts that this is the case.I think that the Saturn product is a good as any other GM product,but I was convinced that the service was far superior. Now Im not so sure anymore.Yes all my service needs have been addressed as far as warranty repairs being made,but should I be thankful for that or was that part of the contract when I bought the Vehicle?Things break even on new Vehicles,but its the attitude that you address the customer with that makes all the difference in the world.Maybe my experances have been adnormal for the average Saturn owner,I sure hope so.

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Old 10-03-2004, 10:47 AM   #10
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when you say the pressure sensor would cost between 5and 6hundred to replace i believe the advisor is high. the sensor is less than 100 bucks and it is 2 hours labor.

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Old 10-03-2004, 11:01 AM   #11
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Quote:
Originally posted by walt
I see part of Saturns future sucess not being in the product,but in the local Retailer and Im not liking what Im hearing or experancing at mine either.Things seem to changing at my Retailer (in the service dept anyway).I have filled out 3 serveys in the past few months and they were all less than favorable. Not one reply from anybody yet.However when you walk into my Retailer and the same surveys are all filled out hung up on a bulletin board with positive comments I have to wonder. Does Saturn hear what it wants to hear?If Retailers are denting cars ,and not performing services they are charging you for (my case)saying customers come first and then you hear people are better treatment at jiffy lube I have to ask myself, how does a corporation with a 21% in sales decline expect to have a bright furure?I have been using my retailer for two years now and have been servicing both my Saturns vehicles there. When I call to ask if my car is ready and Im told "A NAME WOULD HELP" something is a miss.My local service station mechanic would never address me that way.Maybe its just me and some bad curcumstances I have run into this past year,but I not convinced after reading other posts that this is the case.I think that the Saturn product is a good as any other GM product,but I was convinced that the service was far superior. Now Im not so sure anymore.Yes all my service needs have been addressed as far as warranty repairs being made,but should I be thankful for that or was that part of the contract when I bought the Vehicle?Things break even on new Vehicles,but its the attitude that you address the customer with that makes all the difference in the world.Maybe my experances have been adnormal for the average Saturn owner,I sure hope so.
It should not be an expectation that the dealer be able to identify people on the phone merely by the sound of their voice. None of the dealers I have ever dealt with when buying cars (Saturn or other) have ever identified customers that way. I actually feel bad for the Service Departments if this is the kind of service people are expecting.

Keep in mind the Service Department may be working on dozens of cars at a time. If they ask you what your name is when you call in, it is not meant as a personal thing against you. They just need to know what your name is so they can pull your work order and check the status of your vehicle.

All I look for from a Service Department is that they are decent to me when I go in, fix my car on time, fix it right the first time, and can be relied open time after time to do good work. If after 3 trips to the same dealer I am not comfortable going there (or it takes 3 or more trips to the same dealer to fix one problem), then it is time to find a different dealer.

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Old 10-03-2004, 02:44 PM   #12
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My Saturn retailer treats me like royalty, but that's probably because I've bought three new cars there, and one used one (96 SL1, 99 SL1, 01 Yellow SC2, '03 VUE) and all the sales staff know me quite well. I've never had a second's trouble with my retailer, but I realize not all retailers are going to be so good as mine has been. I'd say, find a different Saturn retailer, and go there the next time, and tell the service cheif what happened at the other one, and I guarantee they will do better, just to get your serice business at their shop and keep it.

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Old 10-03-2004, 03:35 PM   #13
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[QUOTE]Originally posted by Ryster
[B]It should not be an expectation that the dealer be able to identify people on the phone merely by the sound of their voice. None of the dealers I have ever dealt with when buying cars (Saturn or other) have ever identified customers that way. I actually feel bad for the Service Departments if this is the kind of service people are expecting.

Keep in mind the Service Department may be working on dozens of cars at a time. If they ask you what your name is when you call in, it is not meant as a personal thing against you. They just need to know what your name is so they can pull your work order and check the status of your vehicle.

Yeah but it's like I tell my high school students all the time... U can say the same thing but you need to choose different words.
There is no excuse for someone at the dealer taking this approach. I don't care if they have 1000 cars a day that they service I am still the customer and if they want my busness i better never get treated like that. I worked at a dealer for 7 years and if i ever addressed a customer that way i'd have been shown the door quickly.

Sorry to hear your experience sucked, i've been lucky so far.

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Old 10-03-2004, 05:52 PM   #14
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Quote:
Originally posted by walt
I have filled out 3 serveys in the past few months and they were all less than favorable. Not one reply from anybody yet.However when you walk into my Retailer and the same surveys are all filled out hung up on a bulletin board with positive comments I have to wonder. Does Saturn hear what it wants to hear?
Sometimes, you don't even need to fill in the surveys. On one occasion, this was actually already done on my behalf. Of course, I was completely satisfied with everything..... I chose not to return that one.

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Old 10-03-2004, 06:06 PM   #15
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Hey guys would not "Sir can I please have your name "be more like putting people first,especially when you have a tone of scarism to how you addressed the customer on the other end..I was not asking them to know me over the phone.I have been to this Retailer MANY times.They still dont know me on a first or second name basis and im not complaining about that..Not only have I bought two saturns from them and done every service on time,but had extensive warranty work(vtis,water leaks) I even had them handle my $5,000 body work and my glass work. I Even had them take nails out of my ties because I wanted a Saturn tech to only touch my truck.Maybe they think Im just a pain in the a--?

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Old 10-04-2004, 01:56 PM   #16
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Saturn is not setting the world on fire in sales.
One way to make up for that is turning the service dept into a profit center.
Over a 10 yr period my local Sat dealer has changed a lot - mostly for the worse.
In 95-96 they treated you like a prince, nowadays it's pretty much like any other dealer operation.

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Old 10-04-2004, 03:04 PM   #17
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Quote:
Originally posted by VUEnumber1
Sounds typical for any new car purchase.
SORRY, I totally disagree with a statement like that! I won't say more, cause it will lead to bashing.......

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Old 10-05-2004, 07:18 AM   #18
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Quote:
Originally posted by tominsky
SORRY, I totally disagree with a statement like that! I won't say more, cause it will lead to bashing.......
I would disagree with your statement as well. My last 3 purchases have been a 2000 Nissan Maxima SE, 2003 Ford Focus ZX3 and this 2004 Saturn Vue.

Everyone of them have needed to go back for 1 reason or another when they were brand new. Mostly piddly stuff but annoying stuff you wouldn't expect to have happen on a new car. I think it is the opposite that you actually find a brand new car without some little issue with it.

Then again we are probably the anal of anal people when it comes to cars or else we wouldn't be hanging out in automotive forums. My wife thinks I'm nuts commenting on every little noise, creak or groan cars.



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Old 10-05-2004, 07:56 AM   #19
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My Corolla had to go back for a few cosmetic repairs.

Dealer is good but blew a few things.

Saturn of Raleigh almost never disappointed me.

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Old 10-05-2004, 08:01 AM   #20
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Quote:
Originally posted by Bill Murray
Saturn is not setting the world on fire in sales.
One way to make up for that is turning the service dept into a profit center.
News Flash: The service department has always been the profit center of any new car dealer! Yeah, they make money selling new cars but it doesn't compare to the revenue brought in from performing warranty, non-warranty, and regular maintainence work on their customers' cars. Remember, you service your vehicle a heck of a lot more often than you buy another vehicle.

Walt, you should expect respect from your retailer... without the business of customers like yourself, that service advisor would not have a job... I hope you addressed your concern about his/her attitude to the service manager.

s123, it sucks that you've had a problem with your VUE already and that the service department may have scratched your vehicle. All they can do now is try to make it right for you... I know it's hard but try to judge them on their performance in resolving the issue. I'm sure they want you to continue coming to them for your service needs so it's in their best interest to satisfy you.

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