New Subaru Outback -> how bad can the first service be! (longish)

[Vlad]

Hi. My new 2004 model Subaru Outback was due for its first service.
Without much hesitation I took it to my local Subaru dealer (Subaru
Mentone). After all who would take a better care of my car than my
local Subaru dealer!
Well few hours later I went to pickup my car up after the service
manager called me to say that it was ready. As the service manager
drove the car out, I noticed on the front right hand guard two large
scratches (5cm and 3 cm long). The scratches are fairly deep and
obviously caused by someone working on the car from the side or
someone's "don't care" attitude.

To say that I was upset would be an understatement. The first response
I got was: "The scratches must have been there before!" (Absolute lie)
But they looked so fresh that the service manager couldn't argue with
me! Anyway, he tried cleaning them out with some cleaning agent, which
did nothing. To his credit, he offered me to come back the next
morning to have his detailer fix (if possible) the damage. So back I
went only to be told that the detailer "called in sick". I wasn't
going to take no for an answer. The "preferred" panel shop down the
road got most of the scratches out. I was also offered a new paint job
which I refused. I don't want my 2,000km old car to be stripped,
repainted and most likely ill-assembled!

I know that accidents like that do happen. But what really bothers me
is the "don't care attitude". I will never go to Subaru Mentone ever
again, but where do I take my car for its next service? Can anyone
recommend Subaru dealer in Melbourne that cares for their customer's
vehicle?

Funny enough, this morning I had a follow up call from Subaru
Australia, to see if I was happy with my first service. (routine
call). Well I told them all that happened and got absolutely no
response. The person on the phone also didn't care.....

This time I was not surprised!

 

[Debra Co]

Here in the US, when I bring in my Subaru for service, they walk all around the
car and note every scratch, every dent, every ding that was there when I drove
it in. They use a special form for this purpose with a diagram of the car on
it. Then they make me sign off on it after we both agree.

No matter where you go next with your car, make sure they offer this service,
and if they don't, insist on it, or they don't get your business.

 

[Bonehenge]

Here in the US, when I bring in my Subaru for service, they walk all around the
car and note every scratch, every dent, every ding that was there when I drove
it in.

Where's that?

I'm in the US also, and have never had a dealer or any other repair
shop do this. Perhaps that dealership has had some past problems?

I've seen the form, but only at rental agencies.

Barry

 

[Guest]

Well I am in Puerto Rico and our Subaru Dealer Trebol Motors always check
the cars before taking them in and also have that form. That has been my
experience with three OB 1999, 2000 and a 2005.

 

[Vlad]

Thanks Debra, That's actually not a bad idea.
Next time around, I will insist on checking the car's body condition
by the service center manager

ta
Vlad

 

[Losiho]

I know that accidents like that do happen. But what really bothers me
is the "don't care attitude". I will never go to Subaru Mentone ever
again, but where do I take my car for its next service? Can anyone
recommend Subaru dealer in Melbourne that cares for their customer's
vehicle?

That really sucks. Unfortunately, I've also been treated poorly from
Doncaster Subaru (although I never service my car there). A friend has also
had a bad experience with Docklands Subaru. Ever since Subaru Oz dumped
several Melbourne Dealerships to form one giant dealership organisation,
there seems to be a certain level of arrogance and lack of customer service
at these Melbourne Subaru dealerships.

But Subaru is not alone, my sister got her car serviced at a dealership last
year, and the morons reversed the car into a brick wall, damaging the rear
bumper. We returned straight back there, only to have the service manager
accuse my sister of causing the damage. It was only after we complained to
the dealership manager and manufacturer that the damage was repaired.

FWIW, I service my Sub at Makin & Luby in Heidelberg. They seem ok so far
(and no damage to my car from service yet !).

 

[Debra Co]

Where's that?

I'm in the US also, and have never had a dealer or any other repair
shop do this. Perhaps that dealership has had some past problems?

I've seen the form, but only at rental agencies.

Barry

Staten Island, NY. Manfredi Subaru.

 

[Marky]

That really sucks. Unfortunately, I've also been treated poorly from
Doncaster Subaru (although I never service my car there). A friend has also
had a bad experience with Docklands Subaru. Ever since Subaru Oz dumped
several Melbourne Dealerships to form one giant dealership organisation,
there seems to be a certain level of arrogance and lack of customer service
at these Melbourne Subaru dealerships.

That sucks, I am buying a new liberty soon and Doncaster is right down the
road from where I live. Should I go elsewhere (Glen Waverly perhaps?) For
servicing, my uncle is a mechanic. I don't think I can trust Subaru for
servicing unfortunately.

 

[Losiho]

That sucks, I am buying a new liberty soon and Doncaster is right down the
road from where I live. Should I go elsewhere (Glen Waverly perhaps?) For
servicing, my uncle is a mechanic. I don't think I can trust Subaru for
servicing unfortunately.

I haven't heard anything good or bad about Glen Waverley. I guess it really
depends on which salesperson you get.

The other servicing option is the dedicated Subaru service facility in
Camberwell.

 

[Vlad]

Thanks for warning me against Doncaster servicing.
I actually bought my car from there but definitely not going there for
a service. What did they actually do to you?
I might give your Makin & Luby service center a go.
ta
Vlad

 

[Vlad]

I bouth my Subaru from Doncaster and they did the best deal out of them all.
However I will not go there for servicing.

 

[Vlad]

But is Camberwell any good?

Vlad

I haven't heard anything good or bad about Glen Waverley. I guess it really
depends on which salesperson you get.

The other servicing option is the dedicated Subaru service facility in
Camberwell.

 

[Marky]

I bouth my Subaru from Doncaster and they did the best deal out of them all.
However I will not go there for servicing.

I'll go there on Saturday to buy (If I can decide what colour,
silver....atlantic blue....silver...atlantic blue) I need therapy!

 

[Losiho]

But is Camberwell any good?

No idea, sorry. I've spoken to the service manager on the phone, he sounds
professional and courteous, but of course the person who answers the phone /
prepares the bill won't be the one performing the service

 

[Losiho]

Thanks for warning me against Doncaster servicing.
I actually bought my car from there but definitely not going there for
a service. What did they actually do to you?

The general manager and his sales people were just rude and expected me to
sign on the bottom line right there and then without even thinking of
bargaining. I didn't buy the car for that reason.

 

[Scoop]

I have friends who have used Makin & Luby for their Outback and they swear
by them. Personally I have taken my car ('04 Liberty Wagon) for it's first
service to the Camberwell Service Centre and have nothing to complain about.
So both possibilities.