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Old 13-05-2015   #16
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Re: Dualogic gearbox nightmare......

Quote Originally Posted by ahmett View Post
Yes it must be the same with that name. Can you get rid of the bus? Mercedes sprinter should be far superior
Get rid of it?
As far as we drivers are concerned, we'd do it tomorrow!
The Merc was wonderful, but it had done close on 100,000miles when we swapped to the Fiat.

The Merc cost 75,000 if my memory serves me correctly, but this new Fiat cost less than half that. The vehicles are bought as brand new vans and then converted, so there's a double whammy of costs.

We run as a charity, and costs are paramount, so the Fiat SEEMED good value, but none of us drivers think it actually is good value. The Merc didn't have wheelchair access and this Fiat does, so that was another reason the change.

Pity, the Merc would have gone on and on and on. The Fiat will be nothing but problems I'm sure, and the Dualogic will make it worse.

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Old 13-05-2015   #17
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Re: Dualogic gearbox nightmare......

Quote Originally Posted by Mick F View Post
Get rid of it?

As far as we drivers are concerned, we'd do it tomorrow!

The Merc was wonderful, but it had done close on 100,000miles when we swapped to the Fiat.



The Merc cost 75,000 if my memory serves me correctly, but this new Fiat cost less than half that. The vehicles are bought as brand new vans and then converted, so there's a double whammy of costs.



We run as a charity, and costs are paramount, so the Fiat SEEMED good value, but none of us drivers think it actually is good value. The Merc didn't have wheelchair access and this Fiat does, so that was another reason the change.



Pity, the Merc would have gone on and on and on. The Fiat will be nothing but problems I'm sure, and the Dualogic will make it worse.



Thanks,

Mick.

Yeah that's what I mean miles are irrelevant on good cars !
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Old 13-05-2015   #18
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Re: Dualogic gearbox nightmare......

Another day gone & no reply from "senior case manager?" at Fiat Customer Care......despite me phoning 4 times today & explaining I need this resolving ASAP as I'm out of the country come the weekend.....

Shocking service, feeling very & ready to explode!....me & not the car.....actually come to think of it probably me & the car
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Old 13-05-2015   #19
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Re: Dualogic gearbox nightmare......

Quote Originally Posted by sem973 View Post
Another day gone & no reply from "senior case manager?" at Fiat Customer Care......despite me phoning 4 times today & explaining I need this resolving ASAP as I'm out of the country come the weekend.....

Shocking service, feeling very & ready to explode!....me & not the car.....actually come to think of it probably me & the car
I'm sorry you're so (understandably) exasperated with Fiat CS.

Cold comfort, but you're not the first. They are completely unpredictable . Some folks here have had good experiences; for others it's been a painful head banging session that's ultimately resulted in absolutely no goodwill gesture at all.

Realistically, on a 5yr old car that's well out of warranty, I wouldn't expect they'll offer you much. Maybe 10% off the parts if you pay a main dealer to fit it. For your sake, I hope I'm wrong about this.

I guess you're following the other current thread on this issue.

My original advice stands - go to an independent fiat specialist & if they can clear the warnings & restore functionality, drive it straight round to your favourite car showroom and trade it in for something else before it fails completely.
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Last edited by jrkitching; 13-05-2015 at 21:55.
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Old 13-05-2015   #20
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Re: Dualogic gearbox nightmare......

Git the car through 3rd party finance (could be a bit tricky to get a refund).
Am I right in saying that if the part is changed the car will ok. Truth is I live the car and can't find another one like it at the moment...
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Old 13-05-2015   #21
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Re: Dualogic gearbox nightmare......

Quote Originally Posted by matandjulie View Post
Git the car through 3rd party finance (could be a bit tricky to get a refund).
Am I right in saying that if the part is changed the car will ok. Truth is I live the car and can't find another one like it at the moment...
If you can get the complete selespeed unit replaced under warranty, you should be OK.

However this will likely cost more than the seller's entire profit margin on the car, so I doubt they will do this unless there is absolutely no alternative.

More likely they will patch it up to get it past the three months warranty period. Once that warranty has expired, you'll be on your own.

This is not a cheap repair, if done properly. Well into four figures; and seemingly more still if you happen to live in Australia.
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Old 13-05-2015   #22
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Re: Dualogic gearbox nightmare......

Quote Originally Posted by matandjulie View Post
Git the car through 3rd party finance (could be a bit tricky to get a refund).

Am I right in saying that if the part is changed the car will ok. Truth is I live the car and can't find another one like it at the moment...

Yes but it will cost you 1500 gbp talk to the finance company see if they can help the car is defected and not fit for purpose !
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Old 13-05-2015   #23
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Re: Dualogic gearbox nightmare......

Quote Originally Posted by jrkitching View Post
If you can get the complete selespeed unit replaced under warranty, you should be OK.

However this will likely cost more than the seller's entire profit margin on the car, so I doubt they will do this unless there is absolutely no alternative.

More likely they will patch it up to get it past the three months warranty period. Once that warranty has expired, you'll be on your own.

This is not a cheap repair, if done properly. Well into four figures; and seemingly more still if you happen to live in Australia.

Even the main dealer did this to me. Patch it up until it fails completely a few months down the line
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Old 14-05-2015   #24
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Re: Dualogic gearbox nightmare......

Quote Originally Posted by ahmett View Post
Yes but it will cost you 1500 gbp talk to the finance company see if they can help the car is defected and not fit for purpose !
Quote Originally Posted by matandjulie View Post
Got the car through 3rd party finance (could be a bit tricky to get a refund).
If bought using 3rd party finance this may not be an option. I don't see why this would prevent you from rejecting the car, though.

Quote Originally Posted by jrkitching View Post
My original advice (to sem973) stands - go to an independent fiat specialist & if they can clear the warnings & restore functionality, drive it straight round to your favourite car showroom and trade it in for something else before it fails completely.
This may be exactly what the previous owner of matandjulie's car did.

The risk is greater if buying outside the franchised dealer network. Fiat dealers can check the internal service records & run diagnostics to avoid taking on cars with such histories in the first place.
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Last edited by jrkitching; 14-05-2015 at 07:18.
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Old 14-05-2015   #25
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Re: Dualogic gearbox nightmare......

Todays update.....well complete lack of it!..

Managed to make a quick call to customer care this morning.....whilst working, as Fiat seem to think I've all the time in the world....

& was told I'm yet to be assigned a case manager!!

Following a constructive rant.....yet again a promise of "we'll put an urgent request on your file"....

Meanwhile OH has found me Steve Zanlunghi MD Fiat UK email & contact number along with that of Justin Westnedge the Customer Experience Manager....

So in a nutshell.....7 days on & certainly no further.....

Strongly looking at shifting this car quickly on following a temp fix & buy something a whole lot more reliable & pleasurable to own!!...
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Old 14-05-2015   #26
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Re: Dualogic gearbox nightmare......

Quote Originally Posted by sem973 View Post
Todays update.....well complete lack of it!..

Managed to make a quick call to customer care this morning.....whilst working, as Fiat seem to think I've all the time in the world....

& was told I'm yet to be assigned a case manager!!

Following a constructive rant.....yet again a promise of "we'll put an urgent request on your file"....

Meanwhile OH has found me Steve Zanlunghi MD Fiat UK email & contact number along with that of Justin Westnedge the Customer Experience Manager....

So in a nutshell.....7 days on & certainly no further.....

Strongly looking at shifting this car quickly on following a temp fix & buy something a whole lot more reliable & pleasurable to own!!...
good idea. either that or spend up to 1500 pounds for a proper fix depending on what fiat say and keep the car = )
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Old 15-05-2015   #27
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Re: Dualogic gearbox nightmare......

Day 8 with no answers.......

Woke up with a particular desire to rant!.....and have sent the following e-mail to Steve Zanlunghi & Justin Westnedge.....who knows if it will result in anything or if they will even read them but felt I needed to get it "off my chest"!...

Dear Sir

Firstly I apologise having to contact yourself direct but at present feel I have no option as current communication between myself and your Customer Services Team is wholly ineffective.

I unfortunately had the need arise to contact your Customer Services Team, as recommended by my local Fiat dealer, BS Marson of Newcastle, Staffordshire, where my Fiat 500 currently resides un-drivable, on Thursday, 7th May 2015. As required, a member of the team opened a "complaint case" and was informed a "senior case manager" would contact me within 24-48 hrs. I highlighted clearly to your team that I required a swift response as I am due to be out of the country this weekend and wished to communicate to my Fiat dealer the course of action required.

Despite numerous , multiple phone calls daily, by myself over the past 7 days, I am no further forward. At the beginning of the week I was informed my case had been assigned a "case manager" yet following several calls again yesterday I was now informed my case had yet to be assigned?.....clearly miscommunication or inadequate process systems are in use.

A brief history of my Fiat 500 1.2 Dualogic Pop's failure....

Bought new in 2010 from Hartwell Fiat, Chester (now Swansway)

Late March, the dualogic transmission had major issues in engaging gear and dropping into neutral whilst driving at all speeds, resulting in many roadside breakdowns which culminated in a near miss along a busy A-road near a bend as traffic approaching me behind could not clearly see I was stuck in a car which would simply not drive, as I hope you can appreciate, this was a terrifying experience for myself.

Car was picked up by BS Marsons early April and after a few days of testing stated a new battery was required and diagnostic testing. Later that week my car returned but less than 48 hrs later the problem reappeared, exactly the same as the original problem.

BS Marson's once again collected my car and declared a new dualogic gearbox was required at a hefty cost of 1300.

I am greatly disappointed that a 5 year old car with only 22,000 miles on the clock and FSH should be to this degree mechanically unsound. While I appreciate the 3 year warranty has passed, I cannot comprehend the reliability of a modern car to be compromised after a 5 year period.

Furthermore, I have discovered that my problem is not unique,while being a member of a motor forum and through internet related searches this failure of dualogic gearboxes is repeated throughout the UK and with members worldwide. I certainly did not view the investment in the car to be akin to a "disposable commodity" 5 years later.

The whole experience has distressed me greatly and destroyed my, and my family's faith in Fiat purchases for the future, despite previous Fiat ownership.

I look forward to your comments, firstly regarding your customer care infrastructure and Fiat's recognition of the problems existing with dualogic transmission.

Yours sincerely
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Old 15-05-2015   #28
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Re: Dualogic gearbox nightmare......

Quote Originally Posted by sem973 View Post
Day 8 with no answers.......

Woke up with a particular desire to rant!.....and have sent the following e-mail to Steve Zanlunghi & Justin Westnedge.....who knows if it will result in anything or if they will even read them but felt I needed to get it "off my chest"!...

Dear Sir

Firstly I apologise having to contact yourself direct but at present feel I have no option as current communication between myself and your Customer Services Team is wholly ineffective.

I unfortunately had the need arise to contact your Customer Services Team, as recommended by my local Fiat dealer, BS Marson of Newcastle, Staffordshire, where my Fiat 500 currently resides un-drivable, on Thursday, 7th May 2015. As required, a member of the team opened a "complaint case" and was informed a "senior case manager" would contact me within 24-48 hrs. I highlighted clearly to your team that I required a swift response as I am due to be out of the country this weekend and wished to communicate to my Fiat dealer the course of action required.

Despite numerous , multiple phone calls daily, by myself over the past 7 days, I am no further forward. At the beginning of the week I was informed my case had been assigned a "case manager" yet following several calls again yesterday I was now informed my case had yet to be assigned?.....clearly miscommunication or inadequate process systems are in use.

A brief history of my Fiat 500 1.2 Dualogic Pop's failure....

Bought new in 2010 from Hartwell Fiat, Chester (now Swansway)

Late March, the dualogic transmission had major issues in engaging gear and dropping into neutral whilst driving at all speeds, resulting in many roadside breakdowns which culminated in a near miss along a busy A-road near a bend as traffic approaching me behind could not clearly see I was stuck in a car which would simply not drive, as I hope you can appreciate, this was a terrifying experience for myself.

Car was picked up by BS Marsons early April and after a few days of testing stated a new battery was required and diagnostic testing. Later that week my car returned but less than 48 hrs later the problem reappeared, exactly the same as the original problem.

BS Marson's once again collected my car and declared a new dualogic gearbox was required at a hefty cost of 1300.

I am greatly disappointed that a 5 year old car with only 22,000 miles on the clock and FSH should be to this degree mechanically unsound. While I appreciate the 3 year warranty has passed, I cannot comprehend the reliability of a modern car to be compromised after a 5 year period.

Furthermore, I have discovered that my problem is not unique,while being a member of a motor forum and through internet related searches this failure of dualogic gearboxes is repeated throughout the UK and with members worldwide. I certainly did not view the investment in the car to be akin to a "disposable commodity" 5 years later.

The whole experience has distressed me greatly and destroyed my, and my family's faith in Fiat purchases for the future, despite previous Fiat ownership.

I look forward to your comments, firstly regarding your customer care infrastructure and Fiat's recognition of the problems existing with dualogic transmission.

Yours sincerely
forget it keep on calling them and post on their facebook page. keep on trolling them they'll eventually take you more seriously as their facebook page is very public and is negative publicity.
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Old 15-05-2015   #29
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Re: Dualogic gearbox nightmare......

Quote Originally Posted by sem973 View Post
Strongly looking at shifting this car quickly on following a temp fix & buy something a whole lot more reliable & pleasurable to own!!...
Make sure you buy a manual. All robotised manuals have the same issues, Fiat, Renault, Citroen and if you Google you'll find plenty of conventional auto failures from BMW, Mercedes, Audi and so on. Manual gearbox issues are pretty rare on petrol cars by comparison. If you must have an auto, you'll have to go Japanese (or possibly a Euro with an Aisin transmission - if there is such a thing in the UK).
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Old 15-05-2015   #30
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Re: Dualogic gearbox nightmare......

Quote Originally Posted by UFI View Post
Make sure you buy a manual. All robotised manuals have the same issues, Fiat, Renault, Citroen and if you Google you'll find plenty of conventional auto failures from BMW, Mercedes, Audi and so on. Manual gearbox issues are pretty rare on petrol cars by comparison. If you must have an auto, you'll have to go Japanese (or possibly a Euro with an Aisin transmission - if there is such a thing in the UK).
to be honest robotized manuals barely exist on the market anymore, which is one of the reasons i am very angry as to why fiat couldnt be bothered putting a dualclutch gearbox on the 500. its a joke. i was laughing when the salesman told me its because it is a low market car, the alfas are high market so have the DCT.

I think conventional modern autos are much more realiable than robotized manuals but of course still less reliable and more costly to fix than a conventional manual. The fiat tech who fixed my car told me so far no DCT's have failed on their new Alfas, but that if they do the repair cost is 3000 Euros.
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