Very poor...

[Citizen Smith]

Went to Thames Fiat in Croydon to get a 2nd key for a recently family bought used punto. Asked the parts 'adviser' whether the car had a remote key or just a standard one .

Was advised that it did have a remote key and was quoted accordingly and that it would be coded when it was to be collected. Don't know if SIGI was used or not.

Part came in and was coded as required by the workshop but was told that a labour charge on top was also needed - was told as part of the price of the key originally but that was a 'misintereptation' on my part.

Had the key coded and upon giving the keys back was told that 'oh it doesn't have remote cdl but we thought it did' - no apology, no money back for the key being wrong and extremely out of pocket as had to pay £16.00 for a code card also which was not left with the car

Very poor to say the least and an example of why Fiat are bottom of the JD power survey

 

[custard]

Went to Thames Fiat in Croydon to get a 2nd key for a recently family bought used punto. Asked the parts 'adviser' whether the car had a remote key or just a standard one .

Was advised that it did have a remote key and was quoted accordingly and that it would be coded when it was to be collected. Don't know if SIGI was used or not.

Part came in and was coded as required by the workshop but was told that a labour charge on top was also needed - was told as part of the price of the key originally but that was a 'misintereptation' on my part.

Had the key coded and upon giving the keys back was told that 'oh it doesn't have remote cdl but we thought it did' - no apology, no money back for the key being wrong and extremely out of pocket as had to pay £16.00 for a code card also which was not left with the car

Very poor to say the least and an example of why Fiat are bottom of the JD power survey

personally i would be following that up with a letter to the MD/top boss querying the costs

 

[Citizen Smith]

personally i would be following that up with a letter to the MD/top boss querying the costs

Am in the process of doing so - it was unfortunately the only thing I can no longer do myself and did expect some sort of loyalty considering the amount of parts etc I have bought from them over the years - but they have so many new staff every time that they dont remember any regulars

 

[T14086]

Very poor to say the least and an example of why Fiat are bottom of the JD power survey

Based on one key

Why buy a code card for?

Who quoted you the total price, keys cost money to get programmed.

 

[Citizen Smith]

Based on one key - considering they are meant to be the ones for which I required expert advice / service from yes but other experiences also.

Why buy a code card for? - was told that it was needed to code keys but £16.00 for a laminated piece of card is a pi$$ take tbh as I didn't get to keep it for I assume 'security' reasons.

Who quoted you the total price, keys cost money to get programmed.- I accecpt that they need to be programmed but when that was not explained and told specifically that the grand total for getting a new key working was so much and then to be told something different on another day and that it was my 'misintereptation' was poor.

Also when coding was done to then be told they had been mistaken ordered a wrong type of key and not to do anything to rectify there mistake is very poor. Couldn't walk away either as had to pay 1st before key was ordered.

I've had problems with them in the past with 3rd year warranty issues which Fiat again just don't care - had a damaged inner cv joint which they 'forgot' to look into when the spring recall was done - fixed it at my cost and when presented with evidence to Fiat was told that because a dealer had not been involved there was nothing they would do to compensate me.

Fiat Italy contacted me due to a complaint I made about it at the time and when asked what I did and who I worked for (VW), I was told that they wouldn't do anything as I worked for another manufacturer and was biased against Fiat - so from dealer to manufacturer poor service all round. Unfortunately they are the only local Fiat dealer as the network in London is very sparse. I find it annoying as having worked for Fiat in the past as a tech I know what to do regarding ordering keys using the SIGI system etc and even how to code them but without the relevent diagnostic machine I'm left in their hands.

It was the main factor for which I left Fiat having had cars from them since '97 and went over to Volkswagen which so far have exceeded my expectations and will probably continue to have my custom from now on.

 

[T14086]

(I recognise your style of writing...did you used to be 'fiattech'?)

Assuming the above then you know the issues between departments (parts,service,sales) which each trying to reach target.....anyway the code card. I'm sure your aware code comes from ISR (which there is a small fee) but why did they order a code card (which you paid for) and not give it to you

If they ordered wrong key its their fault, if you paid by visa card get them involved.

 

[Citizen Smith]

(I recognise your style of writing...did you used to be 'fiattech'?)

Assuming the above then you know the issues between departments (parts,service,sales) which each trying to reach target.....anyway the code card. I'm sure your aware code comes from ISR (which there is a small fee) but why did they order a code card (which you paid for) and not give it to you

If they ordered wrong key its their fault, if you paid by visa card get them involved.

Yeah formerly fiattech - changed the name as haven't been with fiat for 3 years now. When you say 'style' of writing what exactly do you mean ?

Regarding the code card - I seem to remember that customers weren't allowed to have one due to security reasons but as to the actual reason of not handing it over I dont know. Is £16.00 what it costs now ?

I have drafted a letter of complaint explaining the whole situation from start to finish for the manager at thames croydon and give them a chance to redeem themselves but tbh I'm not holding out much hope.

 

[Chris@souls]

Maybe I'm wrong but I thought code cards were no longer used and the code should be gained electronically?

The wrong key is their fault they have Sigi to check and if option 008 is not on the spec its pretty safe to say it doesn't have CDL! (Not that I'd trust SIGI alone) The least they should do is refund you the difference between remote and normal key

How much labour did they charge>?

 

[Citizen Smith]

Maybe I'm wrong but I thought code cards were no longer used and the code should be gained electronically?

The wrong key is their fault they have Sigi to check and if option 008 is not on the spec its pretty safe to say it doesn't have CDL! (Not that I'd trust SIGI alone) The least they should do is refund you the difference between remote and normal key

How much labour did they charge>?

about £50 which is .50 labour iirc but is a standard charge as i know it can be done in 10 mins but anyway letters went out today to both Fiat customer care and thames croydon today so will have to await the outcome - will post with anything further.

 

[Citizen Smith]

*** update ***

Fiat customer care are now involved as the letter sent to Thames Croydon was also sent to Fiat also. Thames deny any letter having arrived / been recieved but have got it now via a fax from Fiat cc and have 7 days to investigate and reply / remedy the situation.

Fiat were not impressed but did not seem surprised by what had occured.

Will update further...

 

[T14086]

If customer orders a code card they should get it (they paid for it) just like you do when you buy a lock set!

 

[Citizen Smith]

If customer orders a code card they should get it (they paid for it) just like you do when you buy a lock set!

Fiat cc are also asking thames about discrepencies regarding the code card not being handed over, its cost as it seemed high and a vat issue.

 

[T14086]

normally a fiver odd + vat (might be few quid more now) ask chris.

 

[Citizen Smith]

*** update ***

7 days has now passed and not 1 single phone call or any contact what so ever from Thames Croydon - so Fiat CC will be taking over on getting this issue resolved as from monday.

 

[Most Easterly Pandas]

*** update ***

7 days has now passed and not 1 single phone call or any contact what so ever from Thames Croydon - so Fiat CC will be taking over on getting this issue resolved as from monday.

Is this Thames Fiat on the Lombard roundabout

If so my mate had some trouble with them back (I know a long time ago) in Sept 2000 when ordering his Brava new. He's always had Fiat (our first Panda was origionally his) but they've put him off compleatly right bunch of :tosser: there from what I can gather

How much they charge for code card? £15? Should have let you have it. I'd be asking for it myself.

Jon.

 

[Citizen Smith]

Is this Thames Fiat on the Lombard roundabout

If so my mate had some trouble with them back (I know a long time ago) in Sept 2000 when ordering his Brava new. He's always had Fiat (our first Panda was origionally his) but they've put him off compleatly right bunch of :tosser: there from what I can gather

How much they charge for code card? £15? Should have let you have it. I'd be asking for it myself.

Jon.

Yeah thats the one. Today in the post arrived a letter from Thames which was posted Friday which meant they left it to the last minute to do anything - inside was a letter explaining how it was my brothers fault he did not get the code card as he had left it on the counter at thames - blatent lie considering it cost £16 and was only a piece of A4 paper. This was included but looks like a photocopy not the original and has nothing on it to say it is for his car so I'm in doubt of this.

They also said that a sigi printout only tells them what the car should have and not what is actually on it - however they have included the sigi printout and it is listed as having electric central locking and not remote cdl - therefore they ordered the wrong key but do not admit this but rather blame the Sigi system.

They sent a cheque refunding the labour and price difference between the remote key and a base key and the vat difference - no apology or admission of any fault on their part and no goodwill gesture to speak of or anything about getting the right key and making good on their mistake.

Fiat CC will still be involved come monday though.

 

[Most Easterly Pandas]

Fiat CC will still be involved come monday though.

Good on you. Stick to your guns!

Yea, we got the £16 A4 sheet of paper for Sisters Panda. Most I've ever spent on one sheet, although I did get it printed out twice

This whole key marlarky is a license to print money, its worse than insurance companies and speed camera's!

 

[Most Easterly Pandas]

Any update CS

 

[Citizen Smith]

Any update CS

Update - Got a letter back from Thames saying that the incorrect key was ordered by them but that it was the SIGI that was incorrect leading them to make the mistake. Having read the SIGI myself I was able to determine that the car is only fitted with cdl and not remote cdl as they claim so BS on that front.

ITE - Ended up with labour refunded plus the price difference between the remote key and the non remote type - however they have not offered to correct the mistake by getting the right key so have ended up with a remote key which the remote part is redundant - but ok.

They are sorry for any problems that may have been experienced but blame evryone else but themselves - SIGI being wrong and my brother for leaving the code card on the desk and misunderstanding that the price did not include coding which was a direct question from himself anyway and told there was nothing left to pay on the 1st visit - utter lies but I expected nothing better tbh.

Basically won't be using them for anything now and will quite happily travel further for anything that is needed from Fiat.

 

[jrb1512]

ive never had a good experience with fiat mate, i always stay clear unless no option

Am in the process of doing so - it was unfortunately the only thing I can no longer do myself and did expect some sort of loyalty considering the amount of parts etc I have bought from them over the years - but they have so many new staff every time that they dont remember any regulars