JD Power :o(

[Peter]

So Fiat scored very badly once again in the JD Power/Top Gear survey. I am so disappointed that time after time a major manufacturer with the resources and presence of Fiat continues to totally ignore what its customers are saying. When are Fiat going to wake up to the fact that it simply isn't enough to dress their decidedly naff products up in sharp, snazzy suits in the hope that people will buy them because they "look cool". I think people are beginning to get wise to this transparent marketing tactic, I know I am, I won't be returning to Fiat again in a hurry after I've sold my Bravo. Afterall, it's only their colossal market share in Italy, and the blind loyalty of the Italian people that has kept them afloat all these years....

 

[Chris]

It's the Dealers

In most cases the cars are more reliable than other main stream manufacturers. You ask the leasing companies and they confirm that they have less break downs.
But it is still the fault of Fiat that they have such poor dealers. They did a deal to stitch up the whole of Londaon with one company. They fail to set standards for the dealers. They fail to insist on up front pricing for services.
If you look at Rover that have far worse vehicles it's all the other way. The workshops are immaculate. The mechanics have to pass several correspondence tests each year. The equipment is all supplied by Rover. They have to maintain minimum stock levels. All this means that owners pay much more frequent visits but are treated like Lords and give them a good JD Power rating.

 

[Martin]

Got to agree, the dealers are pant's

My HGT is superb, best car I have owned.
3 years and not once has she let me down, it is the dealers that are atrocious. There are so few around that you have to book at least 3-4 weeks in advance to get a loan car. The servicing costs are extortionate. Trying to get parts is a joke. It took 9 weeks to get a new passenger seatbelt under warranty, 9 flippin weeks for a safety item.
Customer services in Slough don't want to know, I had minor problems with the paperwork for my finance deal and it took the best part of 6 weeks to get it sorted.
Thank god the car is O.K !!!

 

[Paul]

Dealers and build quality are the faults

Fiats are normally reliable in the engine and mechanics department. What lets them down is build quality - the interior plastics are truly iffy and mark far too easily, things could be screwed together a little better and they could make the bodywork out of steel that doesn't dent when you breathe on it.

The dealers on the whole are dire and a great majority of the dealer network needs picking up and throwing into a pit. It's almost as if Fiat deliberately don't listen. Time after time they score rock bottom, and you would think they'd get their act together. But it's apparent they want to finish bottom every year and probably end up going the same way as Lancia.

Having said that, the Punto tends to win reliability contests quite frequently with What Car? Lex survey, Which and Used Car Buyer.

Paul

 

[Brian G]

Have to agree

I have to agree it is the dealers that let them down. I am currently on my 7th Fiat (MAREA Weekend 155 HLX)(too many kids for a coupe now!!!) and apart from a 147 engined non turbo coupe from hell I have had no trouble with any of them. In the Glasgow area where I live Reg Vardy and Arnold Clark are dire. I strongly recommend Harry Fairbairn Fiat in Irvine and Mcfarlane's (service only) in Dumbarton.

 

[CM]

Dealers

Brian

I have to agree I have been treated with absolute contempt from Arnold Clark Fiat in Glasgow, so much so I will never buy a vehicle from any dealer in their group again and will never use them for servicing.

I get the impression they know the problem areas but if it is going to put them out in any way they're not interested. A coule of years ago Volvo clamped down on their full dealer network and threatened to withdraw franchises for non-compliance, Fiat should do the same.


CM

CM

 

[Alex]

Dealers

I've only once went to the local dealer before they went bankrupt, to get the radio out, but....

My cousin bought several cars at this dealership and was screwed over every time.

Highlights of the last two cars:

* Alfa 33:
- Busted motormanagement: The dealer said this happened because he drove the cars way to fast...
- Rear suspension broke: It was discovered that a 1.7 suspension was fitted to his 1.3.... He did it himself, the dealer said.
- Bad paintjob: The paint just peeled off. That's just because he didn't choose a metallic paint, they said. So plain laquers don't stick to Alfas?

* Fiat Punto:
- Defective window switches: He shouldn't roll down the windows that much, they said... So power windows should be kept closed?
- Central locking: the remote kept causing problems. Sometimes it didn't work, sometimes the doors kept closing and opening and closing and so on. This was caused by a defective control unit. The dealer said he messed with it himself. The car was then 6 months old.
- One day, the engine wouldn't start. The ignition unit didn't recognize the key, they told him. It was just out of warranty, so he had to pay a rather large bill. Surprise, surprise: it turned out not to be the unit, but a faulty cable somewhere... But they still made him pay for the unit as well, cause he had told them to order it.

The dealership (combined alfa - fiat) wanted to let him pay for almost everything, even under warranty. Once they even didn't replace a leaky shock absorber under warranty, because 'it wasn't that bad yet'.

Fiat Holland had to do a final ruling over almost everything. He wasn't their favorite customer, you can guess. They even didn't send him a notice the dealer was bankrupt. I didn't buy my car there and I did get a notice.....

Not exactly customer friendly service.....

But, on the other hand, a dealer in a nearby town is reliable, customer friendly and they go out of their way to help people on their way asap, even if they have to get the parts from German dealers nearby (I live about 12 miles from the nearest German dealer). So it seems that Fiat dealers aren't all bad, but Fiat will have to raise their standards for dealers.

 

[Peter]

Why???

What is in it for Fiat to completely ignore the bad level of service given by UK dealerships? It sounds to me that they really need to address this situation fast, especially with the car market being sewn up by just a few motor-manufacturers, the competition is going to be more fierce than ever. Though I guess with this Fiat/GM partnership situation, things could improve in the future???, but the thought of buying a badge-engineered Vauxhall makes me want to jump out the window

 

[Brian S]

Fiat Dealership Managers

They say that communication with Italy is abyssmal. Fiat want to have less than bare minimum stocks of spares locally at dealers in favour of a sort of central depot. Trouble is it takes ages to get the parts delivered from the depots. The mechanics are very poorly and minimal trained and the product range is too varied with hardly any similar components. The Fiat dealer hwere in Bristol hasn't even got a set of plug leads, front pads or air filter in stock for my Bravo. Even he says it's ridiculous! They had to "rob" a dead car to supply me with parts for mine!

 

[Johnna]

Thats why I dropped my Bravo.

Beautiful car, quick and handles superbly, but murder to keep A1 and dealers are so expensive and unhelpful. I'm now running a 15 year old classic (won't say what type as I'll get stick!), which sadly is more reliable than my N reg 1.4 ever was. I was desperate for the bravo and loved it, but I can't see many lasting due to poor bodywork, interiors, electrics (especially ECU) and the lack of help from main dealers.

 

[Johnna]

maindealers

I bet the main dealers have piles upon piles of inlet/ outlet valves and pistons for the 100 engines that die each week!
Seriously, Benfield FIAT in Newcastle is very good for part supplies, the longest I had to wait is 24 Hours. I didn't try their service dept., though because I don't trust any main dealers. Avoid GMD fiat in County Durham at all costs.
At work we use Fiat Ullysse MPV's and when needing new parts, we have been fobbed of so many times that the parts need to travel from Italy. With the possible exception of the engine and the badges these vehicles are produced (as are most parts) in the joint Citroen/ Peugeot factory in France. HMMMMM? Poor dealer network?
One reason why Benfield may have so many parts is that they have many sites with differing marques (As do Reg Vardy) and could change their fiat franchise to another manufacturer.
I bet Benfield could post parts out nationally quicker than most dealers could get them direct.