Saab 9-5 2.0t Estate

In 2001 my family were car shopping. We had come by some money, and found that we couldn't find a car that was big enough to accommodate all 5 of us (including one fairly tall family member - not *very* tall, but too tall for most car manufacturers to build cars to suit - AND one fairly short member [the few cars large enough to accommodate Member 1 are completely unsuitable for Member 2]). So we decided to look at the cars we had been avoiding due to their traditional high cost. We ended up getting a special deal on a Saab 9-5 Estate.

It was good. The leather seats were very comfortable, the drive was excellent, the audio system played very well, the design was sleek, the boot was plenty big enough, the trim was good. It was a perfect family car.

Until, one day, after a year or so, the car refused to go into reverse. The gearstick stuck - it had to be forced into gear. This is what you would expect on an old Mini, not on an expensive high-quality Swedish car. This was intermittent, and we highlighted it at the next service. Our dealer took a look at it, and said they had found the problem and would replace the component.
We got the car back, and the issue was still there. In addition, an oil stain appeared on our new block-paved drive. We took the car back to the dealer, who then found that they had scratched open an oil pipeline in the car, or something, causing it to leak on our drive. They said there was nothing wrong with the car with regard to the gears.

Other problems started surfacing then. Pixels started to die on the computer console, and we noticed that on long journeys the audio system would become unusually hot - hot enough to damage a casette. The gearstick also started to become troublesome on third gear.

We started writing to the manager of the dealership. We got very polite replies back saying that they would do everyhing they could to help. They took the car in, and replaced a couple more components, and gave it back claiming that the problem was fixed. It wasn't.

We then asked if we would be able to have a replacement car. They said (after discussion with Saab GB) at a face-to-face meeting that Saab GB would "look favourably" on such a deal, if they couldn't fix the problem after the next attempt. They then took it in again and said that they needed to replace the gearbox, but they couldn't do that as they had to order the kit in from Sweden. Six weeks to two months later, the kit finally arrived and they replaced the gearbox. Guess what? The problems were still there.

We then asked about having the car replaced. Our dealer claimed that there was no such possibility, and implied that we were lying about this issue.

We wrote letters to Saab GB, asking them about what was going on, and we got very polite letters back taking a side of A4 to say absolutely nothing.

We then went to a local consumer affairs television programme, who featured our story. An Expert Witness proved that there was a problem with the car. Saab GB offered to take the car to their main center (in Marlow, IIRC) to take a look over it. Also, on film, a representative from Saab GB tried to imply that the issue was caused by one family member being too short, and offered to fit pedal extensions. This was rejected out-of-hand, as the problem occurred with both drivers, and the shorter member of the family is not too short for the car. Then, the presenter asked if they would consider replacing the car if the issue was still there after going to Marlow. The Saab rep there said, in so many words, "Yes".

It was now over a year since we first complained about the problem. This would have taken less than 3 months had we not had to wait for phone calls, letters, etc. to be answered - it seems Saab were trying to delay us so that the warantee would expire.

When we got the car back from Marlow, the problem was still there. We asked about a replacement, and this was rejected. We noticed that the replies we were getting from Saab GB to our letters were getting less polite and more hostile. We went back on the consumer affairs programme, and this time Saab hired an expert witness to test the car. Surprisingly, the problem was not demonstrated. However, Saab then offered a discount on a new vehicle, requiring us to pay either £5000 towards a new vehicle, or £1500 towards a used one. We did not want a used one, as we would have no idea where it had been, and we could not afford their price for a new one (and did not think it was reasonable). In addition, we didn't trust the car, model, or manufacturer any more as we had had so much trouble from them (it is impossible to describe the torture we went through).

So, in the end, last year we abandoned the efforts, and part-ex'd the car for a brand new Citroen C5 Estate (which we got a *very* favourable deal on from our local Citroen dealer).

Our experience with Saab the company has been nothing but negative. Our local dealer went out of business shortly after the first television programme was broadcast. Many people who have experience with them have found them to be less than reputable.

I don't know how much different this would been if we had had a reputable local dealer. But it seems that the experience with new Saabs can vary wildly depending on where you buy, and whether you're lucky on when your car came off the production line. It seems to be a lottery.
I would most certainly advise against buying a new Saab at the moment.