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Old 07-06-2009   #16
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Re: why are Fiat bottom of the 2009 JD Power Survey?

Quote Originally Posted by jo0lz View Post
Being open with recalls is a positive thing
Too many manufacturers hide the number of recalls for fear of knocking customer confidence
True but basically the general public reply with;

1) Obviously these cars were not tested properly in the first place!

2) Media, as in slashed across page 5 of the Sun in bold type is 'Fiat recall deathtrap cars'.....yet the actual recall is simply check VIN plate details

Doesn't help sell cars does it & lets face it around 65-70% (estimate?) buy a car without any real product knowledge but simply because their dad had one or it was recommended in what car etc. I find it incredible the amount of new car buyers who dont even test drive their intended (expensive) purchase!
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Old 07-06-2009   #17
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Re: why are Fiat bottom of the 2009 JD Power Survey?

Quote Originally Posted by T14086 View Post
I find it incredible the amount of new car buyers who dont even test drive their intended (expensive) purchase!
Me too
BUT when I was up for getting a new company car [6 years ago!] I was quite shocked at just how difficult it was to organise a test drive with some dealers of a specific model that you wanted to drive
None of the local Audi dealers had an A2 Demonstrator
Seat wanted you to wait 2-3 months to book a test drive in a Leon Cupra
Vauxhall would NOT let you drive an Astra Cabrio, the salesman had to drive it and you where passenger!!!!
Mitsubishi let me drive an L300 Animal pick-up about 1 mile along a straight lane...?
Only Smart let me drive a Roadster for a decent run there and then. But that was easy as they had the salemen using the Roadster demonstrators as their 'company' cars
So the Roadster was the only one I got a decent test drive in and was the one I got my company to buy, after convincing the accountant that a two door two seater with a tiny boot was perfectly practical for the work I was doing at the time
I have to admit I was already biased
As we already had our LHD Smart City Coupe
Which before we bought it you could go to Smart in Milton Keynes
hand over your driving license as ID and car keys as security
and they then let you take a Smart City Coupe off for a drive on you own round the centre of Milton Keynes for up to 20 mins...
great way to car shop
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Old 07-06-2009   #18
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Re: why are Fiat bottom of the 2009 JD Power Survey?

Quote Originally Posted by jo0lz View Post
I have to admit I was already biased
Oh and not to forget
Chose the Smart Roadster cos I had an FIAT X1/9 laid up in a garage which when it was running was the BEST car I've EVER had
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Old 07-06-2009   #19
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Re: why are Fiat bottom of the 2009 JD Power Survey?

smart roadster, aint they the ones yo have to take bumper off to change headlight bulb?
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Old 07-06-2009   #20
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Re: why are Fiat bottom of the 2009 JD Power Survey?

Quote Originally Posted by T14086 View Post
Fiats are reliable (ask any member of the AA/RAC) this survey focuses more on "what was the coffee like in the showroom" etc....more snobbery than the actual vehicle itself.

A quick google revealed honda & toyota have had more recalls on their cars than anyone else...you see its easy to make certain areas look good/bad.

However Fiat need to get tought with their dealerships or more specifically the large dealership chains who blatantly disregard dealer standards, put profit before customer satisfaction etc...

yes, i suppose the dealerships are the weak point - ive always been fortunate in terms of faults during the warranty, and have never even considered using them for anything outside that period.

fiat - get your dealerships sorted, because its no good producing such great small cars as the panda and 500 if you're going to be placed at the bottom of influential surveys like this. it'll just put off the floating buyers. real shame, with the product itself being this good.
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Old 07-06-2009   #21
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Re: why are Fiat bottom of the 2009 JD Power Survey?

fiat are bottom because of bad dealership aftersales imo, Lets not forget though that in the 500's 1 year (uk) life span todate the model has had issues with headgaskets (no problems now) and flashy milage (very common but still no cure and mine still does it) plus quite a few other minor but common faults yes they are dealt with for free but it makes you annoyed with the car plus the faf of having to take time from work pay for a loan car etc etc: then you think 2 years warranty 1 year on and the milage is still flashing and its needing parts that have failed whats going to happen when theres no warranty ?? no suprise to me there bottom, my grandad has had a rover for the past 7 yrs from new and in 7 yrs that has been to the garage less than my 500 has in 1 yr. Owning the 500 makes you feel good so you forget about all the other little problems. i'll prob get burned at the stake on here for this comment but that is just a reflection of how "feel good" the 500 is
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Last edited by white 500; 07-06-2009 at 15:07.
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Old 07-06-2009   #22
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Re: why are Fiat bottom of the 2009 JD Power Survey?

Owning both a Honda Accord and a Fiat 500 my experience has been that Honda dealers are better and Fiat Customer Services are the best.

If only they could get both aspects right.

I should add though that I was very happy with my Fiat dealer at Chadwell Heath when I bought my car and I will almost certainly get my next one from there even though it is a 300 mile trip overall.

Perhaps my overall opinion might be different if it hadn't been so far away to be able to test the service side of the equation.

I'm certain that there are some very good Fiat dealerships and I would urge anyone interested in a Fiat to not be put off if they have a bad experience and to try another dealership and to check out the garages section of this forum.
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Old 07-06-2009   #23
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Re: why are Fiat bottom of the 2009 JD Power Survey?

Quote Originally Posted by T14086 View Post
smart roadster, aint they the ones yo have to take bumper off to change headlight bulb?

NaH
That's the Smart City Coupe [which we still have] that you have to do this to


Just so you can change the headlight bulbs.....
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Old 07-06-2009   #24
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Re: why are Fiat bottom of the 2009 JD Power Survey?

What area of the dealerships are bad though, its ok to say they are poor but what actual section (or it all) needs improving?
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Old 07-06-2009   #25
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Re: why are Fiat bottom of the 2009 JD Power Survey?

Quote Originally Posted by jo0lz View Post

NaH
That's the Smart City Coupe
ouch! Thanks for the info
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Old 07-06-2009   #26
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Re: why are Fiat bottom of the 2009 JD Power Survey?

Quote Originally Posted by T14086 View Post
What area of the dealerships are bad though, its ok to say they are poor but what actual section (or it all) needs improving?
For me it is usually the Service Reception that tends to be poor.

I have had problems with arranging for work to be done and then finding out that it hasn't been added to the job sheet.

Taking car in at a pre arranged time for a job estimated for one hour to take nearly four hours.

Calling back at a pre arranged time to collect car and found it still in the same parking bay as where I had left it two hours previously.

A courtesy car arranged and confirmed the night previously not available when I get there next morning.

Only one problem with the workshop when the overfilled the engine with oil.

The DET at my local dealership is very good, it's just a pity that you can't cut out the middleman or at least have ex techs as service advisors, I'm sure that would improve things somewhat
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Old 07-06-2009   #27
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Re: why are Fiat bottom of the 2009 JD Power Survey?

Some very interesting points there Tony.

I take it you 'try' & speak to the DET especially about additional work (time allocation permitting) which is good, its a unique area to Fiat (the DET) but sadly it's dying out in favour of more training for reception staff and all techs using online systems which I have my doubts.

Courtesy cars always seem a problem area & returning phone calls
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Old 07-06-2009   #28
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Re: why are Fiat bottom of the 2009 JD Power Survey?

Yep! Just calling people up and passing on information would make all the difference. Staff must follow through. Saying 'I will tell...' or 'I will call you back' must mean just that. And a mechanically aware receptionist, who knows their way around a car is also essential. Receptionsits should be well aware of the functioning of a car, and the idiosyncracies of the various models sold. Sounds like a lot to know? No, not really. They are dealing with cars and customers and their training should embrace both.
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Old 07-06-2009   #29
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Re: why are Fiat bottom of the 2009 JD Power Survey?

Quote Originally Posted by Ulpian View Post
Yep! Just calling people up and passing on information would make all the difference. Staff must follow through. Saying 'I will tell...' or 'I will call you back' must mean just that.
To be fair though his can relate to all businesses...especially BT

Quote Originally Posted by Ulpian View Post
And a mechanically aware receptionist, who knows their way around a car is also essential. Receptionsits should be well aware of the functioning of a car, and the idiosyncracies of the various models sold. Sounds like a lot to know? No, not really. They are dealing with cars and customers and their training should embrace both.
Some are though (I know of many) but I still believe (maintain) that customers get a better description (more honest?) from tech who worked on the car but until the day happens when time restrictions are lifted from the techs this will never really happen which is why you get more friendly response from independent garages.
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Old 07-06-2009   #30
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Re: why are Fiat bottom of the 2009 JD Power Survey?

Isn't the JD Power survey taken from a few years previous anyway? Or am I just getting confused here?

I must say I've had no problems, the car has been brilliant apart from a few rattles and the dealership have been very helplful, kind and chatty most of the time.

It just seems to be the dealers still letting the side down for the survey, they really need to book their ideas up.

I'd rather drive a car with soul that might suffer from a few problems and a bad dealership than a bland everyday Fiesta or Corsa that has a good dealership. I don't want to be as boring as the herd.
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