First post for me on this forum, I normally hang out at http://www.fccuk.org/ubbthreads/ubbthreads.php sorry that this one is long! Promise next post will be shorter!
I am also disapointed in the varied service I receive from Fiat dealers.
Phoned Bryn Brothers (Bristol) for test drive of Doblo, to cut a long story short after two weeks and many promises and failed call backs I still did not get a drive! Having said that the discount offered was very good. Tried next dealer -
Goddards of Salisbury - Phoned to test drive JTD Doblo Cargo, by that evening it was on my drive, they let me use it for two days to find if it suited me. As a result I placed an order with them the next week and they matched price from above dealer, very helpful with low cost finance too, delivery went without a hitch (although not quite the spec I wanted but would have meant waiting for a further 3 months - it's a van ffs, surely there can't be that much demand for them?).
Then the problems started -
Problems encountered since Sept 1st 02 with Fiat Doblo HF52 **E.
First week – Windscreen wiper fell off.
Took two weeks to arrive (one phone call reminder). Is not the matching model, advised dealer of this twice, first time when in for the brake light problem was told to mention it next time I was in (as the service manager was on lunch), suggested if they didn’t have one in they could take a wiper from a show room doblo. When I mentioned when in for the central locking problem they said that they had no wiper in stock and that their wasn’t a doblo they could take a wiper from (their were actually 3 of the mpv type in). He said to wait until the first service and mention it again then! I gave up on this in the end and just waited until they both needed replacing.
Third week – No brake lights.
I noticed that the brake lights were not functioning. Called dealer to arrange fix, few dates available, had to make an appointment the following week. Was not happy with this and asked would Fiat pay for the damage if I had an accident as a result of having no brake lights (or a police fine)! Eventually they relented and agreed to see the van the next week. I advised that if the van was to be left with them I would need a courtesy vehicle of similar size to carry out my business. Was told that they do not have any vans available as courtesy vehicles ever. Surely a dealership allowed to sell and service vans should have one available as a courtesy or hire vehicle? I would most likely receive a Punto or Seicento instead, insisted I would need a larger vehicle!
Day arrived to drop van in, was told it would take many hours to rectify problem. Fine, as long as they can call me when ready, when I shall return. Receptionist tells me that all courtesy cars are out and being used so I would need to wait ‘can’t you see any clients in Salisbury?’ I have no customers in this area and besides, I’m not going to walk into the centre of the city with all of my aquarium maintenance gear and 30 gallons+ of water!
Made complaint, service manager (who has a certificate on the wall for best customer service!) tells me that I did not ask for a courtesy vehicle at the time of phoning! Made further complaint to salesman who originally sold me the van, he thankfully saw sense and gave me a 2nd hand punto from the forecourt. In the end the problem was that this part of the brake light circuit had never been connected properly at manufacture. Was surprised that the van did not go through a basic check after having been made, or when the dealer took delivery. I know that when you take on a new vehicle you sign to check that it is in good condition, but it’s a bit difficult to check the brake lights when you are on your own!
Week 5 – Central Locking
Remote central locking packed up. Booked it in with Goddards of Salisbury next week (earliest they could see it), again saga with trying to get a courtesy vehicle. Thankfully they found the problem within 5 minutes – it was just a blown fuse (could have easily fixed it myself but don’t expect to have to after buying a new van 5 weeks before). Was a little concerned about the fix though – ‘we fitted a larger fuse so it won’t happen again’, surely for a fuse to blow their must be a problem for this to happen? So far though it has been ok.
During the above troubles I called Fiat directly to seek advice/complain and they were absolutely no help at all, in both cases they did not want to know any details and said that it was a dealership issue and not anything they could help with, even when I reminded them that it actually says to contact them in the event of dissatisfaction with the service manager.
Since then it has given me 32k trouble free miles in the past year, including driving 3500 miles around Europe this summer (wish I had waited and go the model with aircon!). The vehicle itself is fantastic, fast and economical.
Servicing – Ridiculous, can’t believe how expensive it is. Example is the Doblos 24k service (which they cocked up the booking having no record of me phoning) during which they changed the wiper blades and checked the tracking as the front tyres had worn on the inside. Total price inc. VAT was nearly £400!!!! They gave me no clear reason why the service was so expensive. The garages labour is priced at over £90 ph and they now charge for courtesy cars (Bravo this time – getting larger thank god). God knows how much they would have charged me for a service on my Coupe! I will not be taking my vehicles back to Goddards for any further work.
Much of the above is not the direct fault of the dealer, but it is their unwillingness to help (or even smile!) or want to provide a good customer experience that really frustrates me. I love Fiats as does my father but I do find myself wondering why at times, and is difficult to defend their reputation to others when I remember the above. I would not recommend fiat to friends and family as I think they would disown me when the problems start with the car!
For the first month I tried to get advice on how to uprate the stereo and speakers (not a boy racer – just like to get a decent quality from a cd player), no-one could help (wish I had known about this forum), they could not even provide me with a wiring diagram so I could do it myself. I replaced the dash speakers myself (thankfully easy) and then got a car stereo place to fit the door speakers. They had to make custom mounts as Fiat could not provide any, despite the mpv versions coming with speakers in the doors as standard.
Valeting – ok, it’s a van, so maybe it’s unreasonable to expect this to be done? When you book it in to be valeted at your own cost when in for it’s service, you don’t expect it to come back dirtier!
First service excuse was that the valeting bloke was too busy (I had booked it two weeks in advance with Goddards), second service I got the ‘you didn’t tell me you wanted it valeted’ excuse, despite giving them plenty of notice and the receptionist telling me she was writing it all down in the diary.
Teething troubles are to be expected on all new vehicles, but the hassle that goes with it from the dealers is not. Where possible I will avoid Fiat main dealers now and seek out good independents. In fact the main piece of advice given to all Coupe owners on the owners club site www.fccuk.org is to avoid Fiat dealers!
I have rambled on for long enough on Christmas Day!!!!!
Hope this gets forwarded onto the directors.
Thanks, Dave.
P Reg Coupe 20vt
52 Reg Doblo Cargo JTD