Hi All
Well a week away in the sun & return to an update!.....and a result!.....
Certainly a drop from the £2000 + fitting orginally quoted!......
Dear Mrs ..........
I have completed my enquiries into your concern.
I would like to begin by apologising to you for the level of customer service you have recently encountered from my colleagues. This isn’t the level of service we expect to offer and, reading your comments, it certainly seems to be unacceptable, for which I apologise. You originally contacted our Managing Director, Mr Steve Zanlunghi, so he is aware of your dissatisfaction.
I turn now to your disappointment with the repair you have recently had carried out on your car, only for it to go wrong again. I see that your disappointment is made all the worse because your car, although 2 years out of the warranty period, is of low mileage and has a full service history.
As the manufacturer, we make every attempt to ensure the reliability and durability of all the components and we offer a three year manufacturer’s warranty should any part fail during this period. Outside of the warranty period and, as vehicles age, repairs will be required. However, when a vehicle is outside of the warranty period, and wherever possible, we endeavour to support our customers on a goodwill basis. Nevertheless, any such requests must meet certain criteria in order for us to be able to assist. These include, but are not limited to, the age of the vehicle (a vehicle must generally be under 4 years old), ownership of the vehicle from new, mileage and the vehicles’ service history within our network of authorised Fiat dealers.
I am prepared to extend our parameters and consider your car and I am therefore pleased to confirm we can offer you the replacement part for £457.63. There will be a charge for the fitting of this part, of £157.20. This brings the total cost to you to £614.83. The new part will come with a 24 month warranty.
Should you wish to proceed with the repair at the reduced cost, please do let me know and I will arrange for the part to be ordered and sent to the dealer directly.
I do hope my response has gone some way to restore your faith in the Fiat brand.
Kind regards
Parts and Services – Directors’ Office
On behalf of Fiat Chrysler Automobiles UK Ltd.
Well a week away in the sun & return to an update!.....and a result!.....
Certainly a drop from the £2000 + fitting orginally quoted!......
Dear Mrs ..........
I have completed my enquiries into your concern.
I would like to begin by apologising to you for the level of customer service you have recently encountered from my colleagues. This isn’t the level of service we expect to offer and, reading your comments, it certainly seems to be unacceptable, for which I apologise. You originally contacted our Managing Director, Mr Steve Zanlunghi, so he is aware of your dissatisfaction.
I turn now to your disappointment with the repair you have recently had carried out on your car, only for it to go wrong again. I see that your disappointment is made all the worse because your car, although 2 years out of the warranty period, is of low mileage and has a full service history.
As the manufacturer, we make every attempt to ensure the reliability and durability of all the components and we offer a three year manufacturer’s warranty should any part fail during this period. Outside of the warranty period and, as vehicles age, repairs will be required. However, when a vehicle is outside of the warranty period, and wherever possible, we endeavour to support our customers on a goodwill basis. Nevertheless, any such requests must meet certain criteria in order for us to be able to assist. These include, but are not limited to, the age of the vehicle (a vehicle must generally be under 4 years old), ownership of the vehicle from new, mileage and the vehicles’ service history within our network of authorised Fiat dealers.
I am prepared to extend our parameters and consider your car and I am therefore pleased to confirm we can offer you the replacement part for £457.63. There will be a charge for the fitting of this part, of £157.20. This brings the total cost to you to £614.83. The new part will come with a 24 month warranty.
Should you wish to proceed with the repair at the reduced cost, please do let me know and I will arrange for the part to be ordered and sent to the dealer directly.
I do hope my response has gone some way to restore your faith in the Fiat brand.
Kind regards
Parts and Services – Directors’ Office
On behalf of Fiat Chrysler Automobiles UK Ltd.