Good (NOT) Customer Service

[dougl65]

My three day old 500 has been at a Fiat dealership in NE London/Essex for two weeks having a B & M problem investigated. The dealer's staff are surly, rude, do not communicate and treat the customer extremely badly. They should be ashamed. I have made two calls to find out progress in the last eight days and the first time I was told: "I work in parts and service are too busy to speak to you, try calling back tomorrow at a quiet period." The second time "Hold on, I'll speak to the chief technician", only to be put on hold and get a voicemail telling me that service was busy and would I like to leave a voicemail. I called back and they thought it was funny.

The technician who looked at it the first time left oily hand marks all over the ivory trim and steering wheel, which I was not impressed with.

Once I have the car back they will be getting a very polite letter to the dealer principal. Not to mention the letter that goes to Customer Services...

Oh and while I'm having a rant, I do not expect to be told to bring the courtesy car back every morning, just in case another customer needs it.

They are not going to ask for the courtesy car back now until it is fixed, after I had a polite word with the service manager... and I really DO mean polite.

 

[oilrag]

Its seems a disgrace Doug. Did you see that Fiat allegedly came out second to the bottom in dealer satisfaction and worst in communication in the recent Auto Express survey into dealer satisfaction?

Why don`t you write to Sergio Marchionne in Italy, seemingly the head of Fiat in trying to improve the whole organisation including dealers.

Regards

 

[dougl65]

Do you have an address?

I think the dealer's general behaviour is part of the lack of manners in today's society in the UK. It is prevalent everywhere and it is a trend that I, personally try to eschew. The customer is always right and good communication costs almost nothing and wins friends.

 

[dave]

Its seems a disgrace Doug. Did you see that Fiat allegedly came out second to the bottom in dealer satisfaction and worst in communication in the recent Auto Express survey into dealer satisfaction?

Why don`t you write to Sergio Marchionne in Italy, seemingly the head of Fiat in trying to improve the whole organisation including dealers.

Regards

dont belive anything you read in Auto Express they are anti fiat and always have been,

 

[bozzy]

It's not just Auto Express though, any survey you read puts Fiat in the very lowest section for service & dealer satifaction. In my four years of Fiat ownership across various dealers I have to agree that the experience is far from good. Two years ago Fiat UK gave the dealers a good kicking around customer satisfaction and still it remains at the bottom of the pile.

 

[roboticgimp]

So when you say its 3 days old, is it brand new then? If it is i'd demand a replacement car, new cars shouldn't develop faults within 3 days.

Not very good on the customer side, although i have to admit that my local dealer has been fine with me.

 

[dougl65]

Yep if they can't fix it will be rejecting the car. I believe they have to be given three strikes before they are out....

 

[oilrag]

Don`t have an address Doug, you could ring Fiat and ask them I suppose.

It must be heartbreaking for a dealer to have put effort into a small franchise elsewhere only to read of situations like yours.

You would think, with the internet spreading the news and with small Toyota`s being available `across the road`, that things would have improved.

That said, our local two Fiat dealers have been very courteous and helpful.

 

[roboticgimp]

I'm not sure about the 3 strikes and out, but i'd certainly investigate the Sales of Goods Act. A quick call to your local CAB and i think that they would say you should be within your rights to demand a new replacement vehicle.

Check out this guide to sales of goods act
http://www.berr.gov.uk/consumers/fact-sheets/page38311.html

 

[Jai]

My three day old 500 has been at a Fiat dealership in NE London/Essex for two weeks having a B & M problem investigated. The dealer's staff are surly, rude, do not communicate and treat the customer extremely badly. They should be ashamed. ............... I had a polite word with the service manager... and I really DO mean polite.

glynn hopkins? asian chap?

 

[dougl65]

Right dealer chain wrong branch I think?

 

[T14086]

So when you say its 3 days old, is it brand new then? If it is i'd demand a replacement car, new cars shouldn't develop faults within 3 days.

Not actually true,most faults occur within first few days when car is getting used properly/on the road.

Problem with dealers is a long argument when you take all things into account, however the exodus of many top techs/DET's dont help,afterall Fiat hasn't really ever been a 'cherished' brand to work for.