A tisket a tasket a leaky fuel pump gasket.

So I lost satellite radio returned the loaner car today and picked up my car.  And you know what?  The lights aren't flashing.  It seems to be fixed!  That sound you just heard?  That was me, knocking on wood.  I can't be too careful about proclaiming this car as fixed.

I have to say it.  These guys were awesome!  They knew I was coming(because Subaru called them), they knew Subaru was paying for the diagnostic,  and once they found the problem, they coordinated with Subaru to fix it and not charge me.  They provided a loaner car, with working satellite radio (sorry, did I say that already?), and kept me updated with what was going on.

The problem, you ask?  Why no, it was not the filler pipe that I had been told needed to be replaced at XYZ.  In fact, when I asked about that part when they called to tell me what was wrong, they confirmed that there was nothing wrong with the filler pipe!  The actual problem was leaky fuel pump gasket.  That's right, a FIVE DOLLAR GASKET.  Not $600, not $500, a whopping $5.  The labor charges brought it up to $160, but still a far cry from $500/$600.  Guess where I'm going from now on?  Guess who's getting a not so nice phone call from me on Monday?

Satellite radio is my BFF. Until tomorrow.

I rarely have the pleasure of satellite radio.  I've really only enjoyed it in a couple or rental cars while on business trips.  In fact, the free trial of the satellite radio expired while I was driving one of those rental cars.  It made us very sad.

So you can imagine how excited I was when the loaner Subaru had an active satellite radio in it.  I was looking for Lithium(the station, not the drug), but on my way I found the 80's, the 90's, Ozzy and Hair Nation.   I now officially have radio ADD.   I am constantly switching stations and have considered altering presets so I can flip through them from the steering wheel.  I haven't.  I was just tempted.  I do have to give it back tomorrow.

I seriously enjoyed this feature.  I have been rocking out to Warrant, Nirvana, Wreckx-N-Effect and a cover of Funky town that made the rearview mirror vibrate.  

I really hope there isn't a camera in that car, because that would be embarrassing.

A trip to ABC

So there has been some more back and forth with Subaru, who is now insisting on phone calls. Can't imagine why that would be.  Twice I have received emails that say "Please call me at your earliest convenience".  Which means instead of a quick email, I have to wade through at least two automated menus, which are voice or tone activated and very sensitive, and ten minutes of hold music.  Twice while waiting for the correct option, J would start talking triggering the horrid "I didn't understand that response" from the automated menu and forcing me to start all over!  The mute button is my best friend.

Their first response was "we don't feel it's the same issue because each time different parts are being replaced".

To which we responded "We think they're guessing as none of the replaced parts have fixed the issue."

Their offer was the $1500 owner loyalty credit that they offer to all Subaru owners.  Really?  You call that an offer?  Something that's available to all Subaru owners?  After all the issues we've had with the car and going back and forth with you, you think we want to give you more money?

Late last week they came back with a second offer.  Take it to the Subaru dealer of my choice for diagnostics that they'll pay for.  Once they've reviewed the results we'll talk again.

After the last experience I had with XYZ, I decided to take the car to ABC.  When I spoke to them in April they seemed to want to take up the challenge of fixing the car, so I'm giving them the opportunity.  Besides, I don't feel that XYZ wants anything other than more money for random parts.

So I'm off to ABC for my loaner car while they look at mine.  Wish me luck.  I think I'm going to need it!

A conversation with Subaru

About a week ago I sent an email to Subaru about all of the issues I've had with the car.  It has become apparent that the issue will likely not be resolved and I simply need to move on.

Names other than mine have been removed because I just wasn't comfortable leaving them in.


Their response:
Thank you for contacting Subaru of America.

I am sorry to hear of the problems you are having with the check engine light .  The check engine light can be an indicator for various components in the vehicle.  Does the same issue keep occurring?  What are the names of the Subaru dealers who inspected the vehicle when the check engine light comes on?

After reading through your story I will definitely submit a complaint for you.  I can understand how this can be upsetting to you, and I read that you are not happy with our product and are waiting to trade it in for a non-Subaru product.  Aside from filing a complaint, what are you looking for from Subaru of America today?


My response:

Thank you for responding.

The paperwork shows that the last three times the same code was being thrown.  That code being the P0442 evap code.  The prior paperwork does not list the specific code, though I'm still trying to track all of it down.   The first dealership was ABC.  The second was XYZ.  

So far the following parts have been replaced: Coil, injector, plugs, right cylinder head, valve guide, exhaust valve, springs, clips, intake gaskets, manifold gasket, and evaporator canister.  I'm told the filler neck now needs to be replaced.  This will have to be done soon as my annual inspection is coming due.

Unless you'd like to buy the vehicle back or fix it so the light doesn't come on again, I'm not sure what you could do.  Either of those would be nice, but I'm not going to hold my breath.

Them:

I have requested all invoices from both Subaru dealers.  Once the dealerships have responded and I review the invoices, I will get back to you within a week.  If you have questions before then, please feel free to contact me.

Them again:

I received all of the invoices from XYZ and ABC. The combined invoices indicates that you have been to the dealers 8 times for check engine light concerns.  Please give us some time to carefully review the documents and speak with a technical advisor, and I should get back to you by Friday.  Thank you for your patience.

Me:

Thank you A.  I look forward to hearing from you.

And the final response:

I had the chance to review the documents from both Subaru dealers and saw that your vehicle was inspected several times for a check engine light.  Although, code P0442 is indicated on multiple invoices it is only an indicator for the technician.  Please notice that whenever repairs were made the parts needed were not the same each time, which is an indication of a different issue.  At this time I can only recommend visiting a dealer if the check engine light comes on again.  Again, I apologize that you have experience multiple issues with your vehicle and thank you for giving me the opportunity to review your case.

To which I replied:

Hi A,

Thank you for taking the time to review the invoices.  

However, I disagree with your assessment.  It is my assessment that the dealers have no idea what is wrong with the car and are just simply replacing a new part each time.  Shortly after each visit the light comes back on.  In fact, the light is currently on.  The light came back on less than a week after the last repair(which was $600).  When I took it back to XYZ, they cleared it and said it should be fine.  The next morning the light came back on.  So I took it back again and they said it needed another new part for $500, charged me for the diagnostic and said that if they'd had it longer the last time, they might have found this issue!  First, if they needed more time, they should have said that.  Second, they had it twice in under 24 hours because they didn't have the part in stock to fix it.  I feel that should have been plenty of time.  How much money do you expect me to spend before your certified technicians fix the problem?

Unfortunately, I can no longer justify replacing parts on a vehicle that is never actually fixed.  I simply can't afford it.  I am disappointed that this has been my experience with your company and product.  I will not be doing business with your company again.

Thank you for your time, 

Robyn

Thanks Kraft!

So about a week ago I made a nasty discovery while cooking dinner.  There was a glob of something disgusting in my box of macaroni and cheese.  Which of course, prompted a complaint from me.  They returned my email a couple days later apologizing and promising to make it right.

Fast forward to this afternoon, when I received a letter from them apologizing again, a coupon for a free box of macaroni and cheese, and a check for $10.  I kind of expected the coupon, but the check was a surprise.

Thank you, Kraft.  Thank you for standing by your product and fixing the situation.  I respect you as a company and will continue to purchase your products.

No pressure Subaru.

My comments to Subaru

Below is the comment I recently submitted to Subaru.  Sadly I had more to say, but it didn't all fit in the space provided.  Hmmm, that sounds familiar.

I have had nothing but problems with this vehicle since I purchased it in August 2010.  No matter what is replaced, and it's had major repairs, the check engine light will not stay off.  The total repair cost to date is more than I've paid on the loan.  This number is only for major repairs, not including routine maintenance. In fact, if that money had been applied to the loan it would almost be paid off!  And then I could trade this vehicle in for a new vehicle that is NOT a Subaru.  I tell everyone I know about the issues with this vehicle and that I would never purchase another one again.
In fact, after my last service appointment, that still did not fix this issue(the light came back on in under a week), you sent me a survey where I explained the issues I've had with the car.  Still I have heard nothing from you.  Do you not stand by your vehicles?  Is this how you treat your customers?  I am extremely disappointed.  This car had almost everything I wanted.  I felt comfortable purchasing based on your reputation.  I now wonder how you got that reputation, because this vehicle has not lived up to it. If you would like to read in detail the issues I've had with this vehicle, please go here: http://redefiningclutter.blogspot.com/search/label/suck%20it%20subaru
If you wish to discuss and resolve these issues, please feel free to contact me using the information provided.

Dearest Subaru,

You make me laugh.  I really needed a good laugh today and you came through with flying colors!

Thank you so much for requesting that I complete a survey regarding my recent vehicle service visit and my vehicle satisfaction!  You have no idea how excited I was to fill out that survey!  Your timing is impeccable!   I realize that these comments may be coming off sarcastic, but they're not.  I really feel that you should know how miserable I am owning one of your vehicles.  And I do apologize for having to send you here to read about all of the issues with my crappy car, but they would not all fit in the comment space you provided.

So, grab a snack, get comfy and happy reading!

Wordless Wednesday, but with words

I can't believe it's already Wednesday.

I'm feeling helpless about the car.  I'm at a loss about where to go from here.  The dealer visit on Monday didn't go well.  They only offered 7800.  I told him I couldn't do it.  He asked why I wanted to get rid of it.  He did not expect the answer he got.  I told him about the check engine light and how it never stays off, about all the repairs and being stuck.  That I'm just done and want to move on.  It's a break up story, and he took it like one.

There was disbelief and bargaining...
"It's left you stranded?"  Yes, twice in fact.
"Let us try to fix it"   It came to you for the first major repair.
"So you've lost all faith in Subaru?"  Yes, that's exactly what I'm saying.

He took me back out to the service area and told the service manager about the car.  More shock and disbelief.

"Just let us have a crack at it.  It'll only take an hour for us to check it out."  I've already been here for an hour and now I just want to go.

You're 25 miles out of the way from the places I normally go.  You're shuttle service won't take me anywhere because it's too far.  "We'll give you a loaner."

So I left with the service manager's card and a lot on my mind.  Two days later and I still haven't made a decision.  I really feel done with this car and want to move on, but the debt won't let me right now.  I just feel stuck and it sucks.

Distraction #2

Since last weekend was so busy, I decided to take a long weekend this weekend to recoup and get some things done.  Friday was unseasonably warm which rendered attic work too hot, so I took my 30% off Kohls coupon and my $10 off coupon and did some shopping.  I got a pair of yoga pants, two exercise tops(I will start exercising, I will start exercising), two work tops and sweater to go over them for just under $70.  I grabbed groceries and some Chipotle for lunch and headed home.

Around 2, J(the husband) called and said that he was finished working.  So I jumped back in the car to meet him so we could go look at a car.  I've decided that I like the Jeep Compass, I just hadn't driven one yet.  As misguided as it might sound it was this review that helped me decide.  We have never been off roading, nor do I ever plan too.  I'm also a huge Powerpuff Girls fan so their mention makes the review hilarious to me.

So I arrive at the dealership.  J is already there.  He immediately comes over to the car and tells me that the woman next to us with her two children is on the phone with her bank.  She wants the Compass too.  So we walk over and take a look at the car.  I do like it.  The mileage is low for the year and it's in good shape.  We head in to talk to the salesman to see if we can drive it. After a whole lot of "we've never had this happen before"  we're able to take a test drive.  I REALLY like this car.  We return and the other woman declines saying she can't do the payment they were able to come up with.  First hurdle down.  So we sit down and go over the numbers.  They go look at my car and come back with numbers.  Second hurdle crash.  They only want to give me $7000 for my car.  It's just simply not enough.  So we walk.

On the way home, I see more Compasses.  They're mocking me.  I stop at a local Subaru dealer and ask them if they want to buy it.  They take a look and come back with $8200.  Better, but still no dice.

Saturday comes and the weather is still nice.  L and I play outside for a bit before nap.  I actually make it up to the attic for a bit before it gets too warm(more on that later).  When he gets up we have some things to take car of in the house and then we're back outside for the rest of the day.

Sunday arrives and I'm another year older.  The boys take really good care of me.  Including a surprise dinner with my grandmother planned by the teenager.  I couldn't be happier.  Definitely one of the best birthdays in years.

So now it's a rainy Monday morning.  The last day of a long weekend.  I really want to spend the day in the attic.  However, I could spend a couple hours driving to one last dealer to get an offer on my car.  If it goes well, the rest of the day could be in tailspin of car shopping in the rain.  I have no idea if the Compass is still available.  If it doesn't go well, I've wasted time that could have been productive.  What to do....

Yet another new record.

So the lights came back on again.  This morning while I was on my way to work.  So I drove to the dealer instead of work to drop the car off.  An hour later, I had a voice mail saying that the car needed a $500 repair. I picked up the car at lunch.  It has not been fixed.  I did ask them if they were interested in purchasing.  I did not receive a response on that.  No shock there.  So now I'm looking at cars online.

A New Record

So the check engine light turned back yesterday.  So I spent my lunch break back at the dealership.  They reset the light and told me that they "think" that it threw a bad code and to let them know if it comes back on.  Let the car shopping begin.

Dear Subaru,

Yours was the first foriegn car I have ever owned. There have been many in my family over the years, so I trusted you. After three Chevys and a Ford, all of which were incredibly reliable, we had a dog and a baby and I thought they should have seperate spaces in the car. I looked at lots of different cars, but kept going back to your Forester. It had everything I wanted, with the exception of an audio jack, and things I never knew I wanted. We searched and searched until we finally found "the one". I wish I only knew then what I know now.

Two months in the check engine light came on and the cruise light started flashing. So I took it back to the dealer. The tech who ran the code gave me the stupid girl speech. "You probably overfilled the tank or didn't screw the gas cap on tight enough. It's fine", he said and sent me away.

Within a month the same thing happened. The lights came on and started flashing at me. Even though I am not a stupid girl and had taken great care to not overfill the tank or not screw in the gas cap. Since the car was running fine otherwise, I let it go. It's not cheap to clear those lights. This went on for a few weeks until very suddenly the car stopped running all together.

So I called the dealership again. Since they were not a Subaru dealer, they referred me to the one down the street from them. The warranty we had purchased with the car covered the 25 mile tow. Three very long days later, I had a car again. This was $900 repair with all but $200 covered by the warranty.

Approximately two months later, the lights started flashing again. It was about this time we got wise to unplugging the battery to reset the light. This didn't last long and soon the lights were flashing again. Then one day on my way home from work, it just stopped working again.

Unfortunately, my first instinct was to call AAA instead of the warranty company for the tow. The tow would only be free if it was less than 5 miles. Luckily, there was a different Subaru dealership within 2 miles. So the car went there. While waiting for the tow truck, I called them and they called a rental company to bring me a car. I didn't know it at the time, but I would have that car for almost two weeks! Yes, two weeks to for them to work with the warranty company and fix my car. This time it was a $2000 bill with all but $200 covered by the warranty. By this point, I was REALLY glad I had that warranty.

A little over a month later, the lights came on again. Since it had almost been a year since I bought the car, my inspection was coming due. So I took it back to dealership that was close to work to have it cleared. After pulling in, I was greeted by the guy at the desk who said, "Oh, I remember this car." To which I responded, "I'm sure you do." A mere $85 later and a new gas cap installed, I drove away without the lights flashing and got the car inspected before they came back on.

And come back on, they did. I'm sure by this point you're thinking, why do you still have this car? Why haven't you just traded it already? There are two answers to this question. The first is that I keep hoping that this repair will fix the damn thing. The second is, I'm stubborn. I have paid in full each car I have purchased prior to trading it. I can't bear the thought of trading a car that still has a loan balance. So the lights flashed for awhile. That is until they mysteriously turned themselves off one day while I was driving.

The lights stayed off for two weeks and then turned back on. I'm at a point where not having flashing lights, makes me more nervous than having flashing lights. About a month ago, I received a recall notice on the car. So last week I called and made an appointment to have the recall work done and have the flashing lights cleared yet again.

The same guy greeted me at the desk. He still remembered the car. I was not at all surprised when he called me a couple hours later and said my car needed $600 worth of work. This time, the warranty did not cover it. A little coordination, as they didn't have the part in stock, and I have a car where the lights have not been flashing for a whole 24 hours. I wonder how long it will last this time?

So what is the point of this long winded post? I'll tell you. While it makes me unbearably sad, if those lights start flashing again, this car is being traded. It will not be for another Subaru. Which really is too bad because like I said, it had almost everthing I wanted. I will once again have to find a car that meets all my criteria, and I'm picky. So if you have any suggestions, let me know.