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

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.

T14086 said:

smart roadster, aint they the ones yo have to take bumper off to change headlight bulb?

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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.....:bang:

What area of the dealerships are bad though, its ok to say they are poor but what actual section (or it all) needs improving?

jo0lz said:

NaH
That's the Smart City Coupe

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ouch! Thanks for the info

T14086 said:

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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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

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

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.

Ulpian said:

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.

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To be fair though his can relate to all businesses...especially BT:bang:

Ulpian said:

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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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.

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.

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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True. If I can be taken and shown the problem with the car - get under the hoist and have stuff pointed out by the working mechanic - I am really grateful. Show me the problem, communicate properly with me, and you have cracked it. In truth, both my dealer and the place I get my car done now are good at the mechanical involvement, and I appreciate this. I do not want to be kept front of house and away from the oily bits. As for the place I get the car done now, I can actually speak to the mechanics at the counter, and the reception man is a tech too. Pity it's not a Fiat dealer though.

....but theres health & safety issues (insurance) that goes along with members of the public in the workshop you have to remember.

Lloyd71 said:

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

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yes but in what way? (expected a longer more detailed answer from you Lloyd)

I know. Health and safety is the bane of life. Not really, actually I agree with most of it, but if they are bending the rules I really appreciate it.

Having borne the brunt of Fiats dreadful aftersales since 1997, and being promised several times that things are changing... heres my bit.

Ive had 4 brand new Fiats, every one has had dents, scratches, interior damage and some quite major paint issues when delivered to me... WHY CANT THEY SPOT THESE BEFORE DELIVERY?

With just one exeption all of the above cars required extensive phone calls and messing about to put right.

Ive had cars serviced by several dealers and found oil overfilling, parts not replaced, clips or screws missing, wires trapped between plastic covers and being charged for items not actually replaced.

When you want a loan car, you have to pay... Ive never been charged by any other manufacturer.

When you have an issue, no matter how bad it is, they seem to treat you like an idiot and fob you off with reasons why its happened and how its a trait, not a fault!

Lastly, Fiat still insist on putting very cheap bolts, screws, brackets and other little items on their cars which rust after one winter... and although overall build has improved they still rattle themselves loose quickly.

Yes, the cars are generally reliable (stilo excepted) but the little bits do count and as long as Fiat themselves dont care too uch, then the dealers never will either. You can have the nicest salesman ever to buy your car from but its after that when it really counts.

Nuova500 said:

Ive had 4 brand new Fiats, every one has had dents, scratches, interior damage and some quite major paint issues when delivered to me... WHY CANT THEY SPOT THESE BEFORE DELIVERY?

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I've had 6 from new (3 dealers) and not experienced one of those issues. Were all 4 from the same dealer?

Nuova500 said:

Lastly, Fiat still insist on putting very cheap bolts, screws, brackets and other little items on their cars which rust after one winter... and although overall build has improved they still rattle themselves loose quickly.

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Both my (old, new) MINIs had rusty nuts on the wing mirrors. Not found anything on my 500.

The cars are great but the dealers do still need some serious work in areas such as communicating with the customer, availability of workshop timeslots and cars being available for test drives.

Regards,
Tony.

tonywalk said:

availability of workshop timeslots and cars being available for test drives.

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but is that the garages or Fiats fault?

The thing is, people don't discriminate. If you have problems either with the dealer or with the car, as far as the punter is concerned; it's Fiat. And this is the way I feel too. The manufacturer should, for their own sake, police the dealers very carefully because the reality is that if there is a big maroon and chrome badge hanging over the building saying FIAT, then Fiat it is.

The badge stands for whatever goes on within.
I think it will improve, and it has to if Fiat wants to win more sales. Many dealers are quite small and I wonder how they will manage to house the dedicated Lancia space for the new Delta, not to mention the whole range of Fiats and Alfas. Perhaps with property now so cheap this is the time to expand.

Ulpian said:

. The manufacturer should, for their own sake, police the dealers very carefully because the reality is that if there is a big maroon and chrome badge hanging over the building saying FIAT, then Fiat it is.

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Isn't that the promise that Fiat MD Andrew Humberstone made, to visit ALL Fiat dealerships in the UK.

He has set set himself three key challenges;


Sell more cars
Improve dealer profitability
Improve the customer experience.

So far number 3 is the main one he should address and then the other two will quickly follow.

He cites Virgin Atlantic, Marks and Spencer and Apple - companies which are creative and adaptable to change as examples of the levels of CS he would like Fiat to achieve and I hope that he achieves this as he seems a genuine sort of guy.

:idea: Rome wasn't built in a day so perhaps 18 months into his job as MD it is still too early to judge how well he is doing.

grimwau said:

18 months into his job as MD it is still too early to judge how well he is doing.

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18 mths is a long ...long time in business Grimwau....he's trying to change attitudes, understanding the product/market, people.........he should be way past the 1/2 point now of that sea change..........do users/buyers of their servicescars sense that change yet?


Not sure!!

:bang: