My complaint letter to Fiat dealership

[Kernowchick]

We've bought a Panda MJ and a 100HP from Vospers in Exeter in the last six weeks, so I'm obviously interested in any problems you might be having with them. I did experience appalling customer service from their predecessors - Sidwell Street Motors - years ago, especially with a Tipo 1.9 Tds that I'd bought from them, but that's too long ago to be relevant. I subsequently took my Fiats to W Sanders & Sons, Nr Holsworthy, 01409 261212 - service-only setup - who were exemplary.

I'm hoping it will be some time before I have any experience - and being in Okehampton I'd probably go to Sanders - but I'll feed back anything useful.

In general I'd day that you're very patient - if I'd been subjected to the problems that you've had there would be a mushroom-shaped cloud drifting over the Marsh Barton Trading Estate and I wouldn't have to write a letter, other than for the sake of documenting any problems, as everyone in the dealership (and in Exeter) would have been aware of what was going on while it was happening. Having been involved in customer support (in the IT industry) some while back I do know that if one thing goes wrong with a customer's product or service Macpherson's Law dictates that other problems will be attracted magnetically to the same customer and you need to make a special effort to nip things in the bud, which clearly didn't happen here.

I wouldnt go to Sanders in Holsworthy if I were you. My Panda MJ had it's second service there December 07 and it was like driving a tractor when I collected it. They may be ok servicing petrol engines but they have no idea on the Fiat Multijet engine.

First off they didnt have the courtesy car they promised and I had to wait for 2hrs in the reception area. The guy that serviced it couldnt speak English.

The bill was £127, when the previous dealer that I originally bought it from in Norwich had advised me the service would cost £245 as its a big one for the MJ's. When I queried why it was so much cheaper they said its because they weren't a main Fiat Dealer but just had the franchise to service them.

I got my car back at 5.30 as they were closing. When I drove it home to Launceston it was like driving with the hand brake on and sounded like a tractor.

Personal circumstances (illness) prevented me from taking it back to them so when the next service was due last December I took it down to Redruth in Cornwall to Vospers. I explained about the terrible service at Sanders and when Vospers carried out the service for me they said non of the filters had been changed, it was difficult to tell if the oil had been changed but it was pretty black and sticky, and loads of other small things hadn't been done.

The bill was £197.

When I drove the car home it was like it used to be when it was new (it's an 06).

It was like driving a new car again. And my mpg were back. After Sanders serviced it the mpg went down to 50mpg if I drove at 40mph and less if I went up to 55mph. When I traded it in on 29th for a new MJ it was back to doing 73mpg.

I've since reported Sanders to Fiat UK but have not heard a thing from them, so dont suppose anythings been done about their shoddy workmanship.

 

[babbo umbro]

"I wouldnt go to Sanders in Holsworthy if I were you. My Panda MJ had it's second service there December 07 and it was like driving a tractor when I collected it. They may be ok servicing petrol engines but they have no idea on the Fiat Multijet engine."

Useful info - thanks. A pity because they seemed competent several years ago and I generally prefer to support small, local firms - I've used Mid Devon Motors of Winkleigh for years for non-official-dealer maintenance on numerous Fiat group cars and they've always been exceptional.

 

[Jai]

in my letter to Fiat, i expressed disappointment, rather than anger, or arrogance. and just like when my mum said the same to me, it appeared to have struck a chord at Fiat HQ, and they promptly offered to sort out the water pump issue in full, gratis.

 

[Osca Fiat]

I wouldnt go to Sanders in Holsworthy if I were you. My Panda MJ had it's second service there December 07 and it was like driving a tractor when I collected it. They may be ok servicing petrol engines but they have no idea on the Fiat Multijet engine.

First off they didnt have the courtesy car they promised and I had to wait for 2hrs in the reception area. The guy that serviced it couldnt speak English.

The bill was £127, when the previous dealer that I originally bought it from in Norwich had advised me the service would cost £245 as its a big one for the MJ's. When I queried why it was so much cheaper they said its because they weren't a main Fiat Dealer but just had the franchise to service them.

I got my car back at 5.30 as they were closing. When I drove it home to Launceston it was like driving with the hand brake on and sounded like a tractor.

Personal circumstances (illness) prevented me from taking it back to them so when the next service was due last December I took it down to Redruth in Cornwall to Vospers. I explained about the terrible service at Sanders and when Vospers carried out the service for me they said non of the filters had been changed, it was difficult to tell if the oil had been changed but it was pretty black and sticky, and loads of other small things hadn't been done.

The bill was £197.

When I drove the car home it was like it used to be when it was new (it's an 06).

It was like driving a new car again. And my mpg were back. After Sanders serviced it the mpg went down to 50mpg if I drove at 40mph and less if I went up to 55mph. When I traded it in on 29th for a new MJ it was back to doing 73mpg.

I've since reported Sanders to Fiat UK but have not heard a thing from them, so dont suppose anythings been done about their shoddy workmanship.

This is totally different to my experience with Sanders garage! the reason I visit Sanders is that their labour rate reflects a rural family business and I do not end up paying big dealer rates!! our MJ is great and the price you paid is about right for this garage and not for "big dealers" one of which I nearly used when visiting relations and were trying to charge me double!!!
If it had been me I would have phoned Sanders and let them know I was not happy? When I raised your post with them they said they were unaware of any problem with you and your car and they had no record of your service in December but said that they would be always available for you to contact them and they showed me their top 5 Customer Satisfaction results that Fiat carry out via their JD Power CSI surveys?
They certainly re-assured me!!

 

[T14086]

I wouldnt go to Sanders in Holsworthy if I were you. My Panda MJ had it's second service there December 07 and it was like driving a tractor when I collected it. They may be ok servicing petrol engines but they have no idea on the Fiat Multijet engine.

First off they didnt have the courtesy car they promised and I had to wait for 2hrs in the reception area. The guy that serviced it couldnt speak English.

The bill was £127, when the previous dealer that I originally bought it from in Norwich had advised me the service would cost £245 as its a big one for the MJ's. When I queried why it was so much cheaper they said its because they weren't a main Fiat Dealer but just had the franchise to service them.

I got my car back at 5.30 as they were closing. When I drove it home to Launceston it was like driving with the hand brake on and sounded like a tractor.

The reasons you give in your post give no indication as to why they cant service a diesel engine

 

[babbo umbro]

Thanks Osca Fiat - I'm interested in Sanders because I'm in Okehampton and they're much handier than Vospers; also had very good service from them some years ago. I'll make sure they have experience of the 100HP before I consider using them - some way off yet.

 

[shyster]

ummm interesting to see peoples response to my letter, i would like to say that i didnt realise that my letter sounded arrogant, i did get a letter back from the fiat garage in the end, pretty much your standard which means bugger all.

Funnily enough i went back to the garage for my MOT, they offered me breakfast!!!!

 

[FDF]

My only advice is find a good independent garage to look after your car.

 

[babbo umbro]

My only advice is find a good independent garage to look after your car.

What are the warranty implications? As I understand it, a recognised competent garage using Fiat parts can do scheduled maintenance without jeopardising the warranty, but are there any details, like resetting service intervals via software, which could be an issue?

 

[T14086]

its like a never ending nightmare,driving around this big roundabout again & again & again & again & again.........

 

[Jai]

its like a never ending nightmare,driving around this big roundabout again & again & again & again & again.........

there is only one way to stop the horror.....

 

[PuntoSS]

Take them to trading standards or whatever it's called these days. They won't be so arrogant then!
Is there no other dealer you can go to within a reasonable distance?

 

[T14086]

there is only one way to stop the horror.....

whos the head belong too?

 

[Jai]

whos the head belong too?

martin ****wit lawrence, but it's mine now.......

 

[T14086]

I thought it was P daddy

 

[FDF]

What are the warranty implications? As I understand it, a recognised competent garage using Fiat parts can do scheduled maintenance without jeopardising the warranty, but are there any details, like resetting service intervals via software, which could be an issue?

As long as the garage service the car according to the relevant Fiat service schedule you should be alright. I'm sure someone will correct me if I'm wrong.