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Old 01-02-2008   #1
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Just phoned my dealer.

Thought I'd start a new thread as I didn't want to Hijack another!

The other day, as some of you already know, I physically went to my dealer in order to make a few adjustments to my order, specifically to get rid of the garish red leather interior that I had specced without seeing!

I sat with my salesman and gave him the codes that I wanted to add:

340 for the black check cloth/ivory ambiance interior.
508 for the parking sensors and
435 for the 16" multispokes (was going to go with 421s but although beautiful just a little too 'boy racer'
and asked him to remove the red leather code from the order:
Code 496.

Today, in anticipation of soon to be mailed paper work, I phoned to see how the order is doing, here is the conversation as I remember it. Names have been changed to protect peoples' security.

Me: "Hello could I speak to 'Frodo' please"
Rec: "I'm afraid he's off today, sir"
Me: "O, I thought he was off on Wednesdays"
Rec "Yes but end of the month extra days..." She went on but I can't remember the exact reason he was off.
Me "Ok, that's fine, I just want to go through a few details in my order, would it be possible to speak to the manager?'
Rec: "One moment please, sir, could I ask who's calling" etc

They get the regional manager on the phone, he's doing a tour of the ACs making sure about customer service etc. I know him, he's a very nice guy and excellent at PR!

Manager: "Hello Mr.B, it's Gandalf what can I do for you today?
B "Hi just wanted to make sure that the changes I made to my order last week have gone through ok."
G "Ok, I remember you coming in and making those changes...let me see...no it looks as though Frodo didn't put those through..."
B "O, erm, well let me go through the changes once again, I'll give you the specific codes etc."
G "Ok, go ahead...."

After 5 mins or so the order was amended and Gandalf said he'll call me back with a ballpark delivery date and definite confirmation that the new config was put through via their 500 config guy.

5 minutes later he calls back, apologises that the order hadn't been amended and said that he would personally make sure Frodo sent off the paperwork 1st thing Sat morning! He also added that he confidently expects a late Match delivery!

Anyway, sorry the long post, and I ain't making any judgments yet cos it's early days just thought I'd relate my experience so far.

I have to say though that Gandalf worked his magic and I felt much more reassured after the call. It is good that dealerships seem to be getting quality control guys in...
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Old 01-02-2008   #2
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Re: Just phoned my dealer.

Quote Originally Posted by Baerius View Post
Thought I'd start a new thread as I didn't want to Hijack another!

5 minutes later he calls back, apologises that the order hadn't been amended and said that he would personally make sure Frodo sent off the paperwork 1st thing Sat morning! He also added that he confidently expects a late Match delivery!

quality control guys in...
What's the peperwork? I've never bought a car from new before. I assume its for the car etc?
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Old 01-02-2008   #3
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Re: Just phoned my dealer.

Franchise area coordinator has been at our garage all day.
Unless were Gandalfs initials RB?
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Old 01-02-2008   #4
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Re: Just phoned my dealer.

Quote Originally Posted by Littala View Post
What's the peperwork? I've never bought a car from new before. I assume its for the car etc?
I presume its a copy of the order form. I asked my dealer to post me a copy of the order sent to Fiat and they sent it virtually straight away. Just confirms everything that I've ordered....for my own peace of mind
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Old 01-02-2008   #5
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Re: Just phoned my dealer.

Nice to hear of good service as well as poor service.
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Old 01-02-2008   #6
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Re: Just phoned my dealer.

Bit of a saga there mate - Tolkein would have been proud of your rendition.

Should have gone to the main dealer in Mordor me thinks. Dunno if that's how you spell it - put the book down after the first chapter.
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Old 01-02-2008   #7
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Re: Just phoned my dealer.

Quote Originally Posted by Littala View Post
What's the peperwork? I've never bought a car from new before. I assume its for the car etc?
That's correct, the paperwork is a print out of your exact order and customisation codes signed by the salesman or whoever went through it with you. It's so that you can gaze longingly at it over coffee every morning.

And for me it's like an essential peace-of-mind accessory, cos I don't wanna put 12000+ down on a car that ain't just right...


Quote Originally Posted by hpscot
Bit of a saga there mate - Tolkein would have been proud of your rendition.

Should have gone to the main dealer in Mordor me thinks. Dunno if that's how you spell it - put the book down after the first chapter.
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Old 01-02-2008   #8
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Re: Just phoned my dealer.

Quote Originally Posted by The Beast View Post
Franchise area coordinator has been at our garage all day.
Unless were Gandalfs initials RB?
I think this dude is actually one up from the area coordinator; a consultant on PR that AC have brought in to facilitate a general clean up of their dealership reputation.

Also, Beasty, what do you think about that my sales dude didn't modify my order after I went to the dealership specifically? I know that he has sales priorities and everything and I totally respect that which was why I waited 20 mins while he was finishing with other customers - the 20 mins wait was absolutely fine by me as I knew I might have to wait and also I could play around with their 1.3 Azure Lounge

But I did get a little worried as if the order had waited any longer I wouldn't have had the March build I'd anticipated


Ps Gandalfs initials ain't rb
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Old 01-02-2008   #9
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Re: Just phoned my dealer.

went to test drive a 1.9 Mjet sporting at Reading Fiat, told them exactly what I wanted and was told they would call me the next day to let me know what they had avialable in stock, or what they could do on a new car. Heard nothing.... Called them 2 days later and was told " The FIAT system is still down, we will def call you tomorrow" hear nothing again, So I contacted Thames Fiat in Slough who were excellent and placed my order for a new car with them... they provided first class service
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Old 01-02-2008   #10
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Re: Just phoned my dealer.

Quote Originally Posted by Baerius View Post
Also, Beasty, what do you think about that my sales dude didn't modify my order after I went to the dealership specifically? I know that he has sales priorities and everything and I totally respect that which was why I waited 20 mins while he was finishing with other customers - the 20 mins wait was absolutely fine by me as I knew I might have to wait and also I could play around with their 1.3 Azure Lounge
His sales priorities are to make sure his deals that are in progress are taken care of. I can only assume he has been caught up with something else and simply forgot. Not really a good exscuse, especially since it could have resulted in your order becomming fixed before you knew it hadn't been changed. But at the same time it could have been a few things theres no real exscue tho.

Quote Originally Posted by Baerius View Post
Ps Gandalfs initials ain't rb
Well now I'm totally confused because the only guy in AC Fiat wise who is higher than the dude we have been trying to look busy infront of all day is RB.
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Old 01-02-2008   #11
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Re: Just phoned my dealer.

Quote Originally Posted by Mark Elvin View Post
Nice to hear of good service as well as poor service.
That's just it, Gandalf was brilliant....shame that he had to deal with it though, I guess ultimately it's my fault for changing my mind....As they say, make a decision and stick with it...

Quote Originally Posted by The Beast
Well now I'm totally confused because the only guy in AC Fiat wise who is higher than the dude we have been trying to look busy infront of all day is RB.
As far as I could understand the head honcho was sent in by Fiat, a bit like the Feds are sent in to sort out local police...

But I may be hugely mistaken and this Gandalf may indeed be rb as you say...Either way it don't really matter, point is these things, like changes to a customer's order, are easy to sort out and can, as has been demonstrated, be executed with speed, efficiency and friendliness.
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Old 01-02-2008   #12
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Re: Just phoned my dealer.

Phew! I thought this thread was going to end up a nightmare with you saying that the order had been fixed for production with the leather seats! You scared me a little yer know
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Old 01-02-2008   #13
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Re: Just phoned my dealer.

Quote Originally Posted by Suasexed View Post
Phew! I thought this thread was going to end up a nightmare with you saying that the order had been fixed for production with the leather seats! You scared me a little yer know
Sorry if the tone of the thread mislead you! It was meant to be humourous!

Well as I said it's too early to make a judgement ie, I won't be completely at ease until I have the paperwork right here in front of me!

Anyway if it had gone to fixed I guess I would have had to live with the red leather...can't be that bad...it's a 500 after all

Anyway, good that people are posting their dealer experiences. It can only do good. And it's always an interesting read, good service or not!
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Old 01-02-2008   #14
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Re: Just phoned my dealer.

BTW slightly off topic, that was a nice welcome posted by Dave, I reckon there's gonna be a huge influx of 500 members in the next few weeks/months
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