mookaloid
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 posted on 28/6/07 at 03:34 PM |
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Alfa Romeo Service
Just thought you might like to read the letter I sent to my local Alfa dealer's service manager following it's service this
week.......
Dear John,
Thank you for your time on the telephone yesterday evening. I appreciate you were working late, but still took the time to address my issues.
For your information the concerns which I have are as follows:
I booked the car in for a service approximately one month ago to have its 24,000 mile service carried out. (Actually the service warning message on
the cars computer indicated that it became due at 25,000 miles).
When I booked the car in, I listed several faults which need to be attended to, namely; the stiff gear change, the faulty reversing lights and parking
sensors which only worked intermittently and the alarming uneven wear on the rear tyres which indicate to me that the rear wheel alignment is not set
correctly. Also as you will recall you have ordered a new drivers seat cover to replace the existing one which is prematurely badly worn, however you
did say that this might not be available at the service as it has to come from Italy. I assume that it has not yet arrived as it was not fitted even
though I was told that it was there when I checked the car in yesterday morning. When I delivered the car to you yesterday morning I also asked if you
would lubricate the clutch pedal as it was creaking. I was told when I booked the car in, that you would order in a gear linkage to be fitted to the
car whilst it was in for the service.
When I arrived to collect the car, I was informed that the car needed a new gear change linkage, a new tyre and a 4 wheel alignment check and that the
clutch pedal had been lubricated. I was also told that it needed a new handbrake cable and that the reversing light and sensors were repaired. I was
presented with a bill for over £300
When I collected the car, I found the following:
The new gear linkage had not been fitted.
The new seat cover had not been fitted
The reversing lights and sensors were not repaired.
The clutch pedal creaked much worse than it had before the car came in!!!
The service counter on the car computer had not been reset – it still says that a service is due
The speed indicator bleeper had been activated – I never use this
The radio had been retuned away from my usual station to Radio 1
The steering column and mirrors had been adjusted
The climate control settings had been changed
The car had not been washed.
I am somewhat disappointed with the above, and whilst you have offered to valet my car by way of compensation, I feel that you have some fundamental
problems with your department which need addressing.
1. The failure to have a new gear change linkage seems to me to be a system failure. Surely you should have a procedure for getting parts in to
stock in readiness for planned jobs?
2. The service was not fully completed as the service indicator was not reset. This and the other items do not fill me with confidence that the
service was in fact carried out fully and competently.
3. Whilst I understand that a vehicle has to be test driven following a service, is it really necessary to adjust the steering column, 2 out of 3
mirrors, the radio, the climate control, and the speed indicator bleeper? These items are an annoyance and it reminds me of the Victor Meldrew
experience when he had the audacity to complain about the service he received form a garage. I hope that no one is doing these things deliberately to
wind me up. I am also concerned that it must be hard for someone test driving a car to hear any unusual sounds from the car when the radio is playing
radio 1.
4. The communication between your self, the technicians, the parts department is clearly not all it could be as I have been given several
different versions of events which have not been accurate. This again does not fill me with confidence that everybody knows what they are doing.
5. The car was not washed. I paid over £300 to have my car serviced and it comes back to me without being washed!!!!! Whilst I appreciate this is
not strictly part of a service, it does not really square with this quotation from your web site “Our business has been built on caring for the
customer; we pride ourselves on offering the highest levels of service. With this approach we benefit from high levels of customer retention and
referrals” In fact I would go as far as to say that your departments approach was definitely not the highest level of service, I did not feel that
either I or my car was cared for, and that on this performance a referral is not likely and customer retention in this case is debatable. Do you or
your department take pride from the service which I have paid over £300 for?
In summary, there are clearly some outstanding warranty jobs to do on my car, and I would very much like to have these all done in one visit to your
workshop. This of course excepting the clutch which you rectified when I returned to the dealership after travelling a hundred yards and discovered
that the creaking noise was now much worse than before. I can only assume that the person who test drove the car had radio 1 on so loud that he could
not hear the clutch pedal.
I would like the issues with the rear wheel alignment rectified free of charge as it seems to me that this state of affairs must have existed from
new. I would also like compensating for the accelerated wear on the rear tyres.
I would like an assurance that my car is only attended to by a fully qualified and experienced technician who will have some respect for the fact that
the car belongs to someone else. Not someone who uses the test drive to enjoy a few minutes out of the workshop to listen to the radio and fiddle with
the cars controls.
I would also like to return the top up bottle of oil which I found in the car boot this morning and I would like a refund. I have oil for topping up
and I did not ask for it, nor was I told about it, I was not offered it or given the option of not having this. I find this kind of assumptive selling
distasteful and I would appreciate it if you would make a note on my record that I do not want this in the future.
I trust that you will understand my frustration, particularly as I find that you personally have always been very helpful and efficient. I enjoy the
car and I am a fan of the Alfa Romeo brand. However, if I am to remain a customer, I need to see the promises which your company makes on your web
site fulfilled.
I look forward to hearing from you with your comments.
Yours sincerely
etc.
Mark
"That thing you're thinking - it wont be that."
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worX
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| posted on 28/6/07 at 03:50 PM |
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I hope it works out well for you mate, it seems very well written, it should hopefully get a positive response.
And I also notice you decided to leave out all the threats of pliers squeezing certain bodyparts that certain other members on here believe are a
pre-requisite for gaining appropriate service, so well done for that too!
regards,
Steve
edited to add: LOL if only I'd got in there one minute earlier
[Edited on 28/6/07 by worX]
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TGR-ECOSSE
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| posted on 28/6/07 at 05:42 PM |
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Well written. I agree, thats the way to complain and not threaten to do things to the manager and his dog with a cork screw etc . Well done hope all
goes well
Ronnie
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TGR-ECOSSE
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| posted on 28/6/07 at 05:44 PM |
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quote:
Originally posted by CaLviNx
By all means if you can get the issue fixed by lesser methods then fine, but what do you do if that doesn't work ??? what usually happens is
that the person either doesn't complain and allows themselves to be metaphorically shafted, or meekly complains and is told to sod off, and the
person complaining does so and then usually whines about it to his peers instead of actually doing something.
The end justifies the means no matter who likes it or doesn't.
[Edited on 28/6/07 by CaLviNx]
Bit of a generalisation there is it not. I know its hard to know someone over the internet but this is just my opinion. You seem to have anger
management problems and have a disturbing view of how to deal with people 
[Edited on 28/6/07 by TGR-ECOSSE]
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mookaloid
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| posted on 28/6/07 at 06:16 PM |
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This was the first move - I have been contacted by the service manager and I have so far been totally reasonable with them. If what they say is to be
believed I am in line for a free 4 wheel alignment, some compensation for the tyre wear, a free full valet and personal attention from the service
manager to make sure it all goes smoothly on my next visit.
If I turn up the pressure ever so slightly, I wonder if I can get a Brera demonstrator for the day as a loan car?
"That thing you're thinking - it wont be that."
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jollygreengiant
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| posted on 28/6/07 at 06:18 PM |
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Sorry, but, as a motor mech I would as a matter of course NEVER re-adjust a part of the car that I had altered to get a comfortable and above all SAFE
driving position. These items would include seat position (fore, aft, rake, height etc), Steering wheel, mirrors, climate control. As I said I would
adjust these for several reasons the first was safety when test driving the car, the second was do they work, is there a fault. If no fault was found
then I would make NO attempt to readjust them.
The reasoning for that is no matter where I adjusted them to they would not be right for the customer, and secondly the adjusters work so WHAT IS the
problem with the customer adjusting them to exactly where THEY want them.
Also because I am at times a bit arsey about things, at 6' 4", most of the times it would be almost imposible to get into customer cars
without injuring myself severly due to the cramped and awkward driving style that a lot of customers think is good. At least when the customer gets
into a vehicle AFTER I had been in it, THEY could get into it.
[Edited on 28/6/07 by jollygreengiant]
Beware of the Goldfish in the tulip mines. The ONLY defence against them is smoking peanut butter sandwiches.
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MikeRJ
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| posted on 28/6/07 at 06:46 PM |
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quote:
Originally posted by jollygreengiantThe reasoning for that is no matter where I adjusted them to they would not be right for the
customer, and secondly the adjusters work so WHAT IS the problem with the customer adjusting them to exactly where THEY want them.
How about courtesy to a paying customer for starters?
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jollygreengiant
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| posted on 28/6/07 at 07:36 PM |
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quote:
Originally posted by MikeRJ
quote:
Originally posted by jollygreengiantThe reasoning for that is no matter where I adjusted them to they would not be right for the
customer, and secondly the adjusters work so WHAT IS the problem with the customer adjusting them to exactly where THEY want them.
How about courtesy to a paying customer for starters?
How about courtesy to a working mechanics as well.
I was always taught that manners & courtesy work 2 ways.
As I said I was having my rant. The rest of the original post I agree with. BUT adjustable positions ARE there for driver safety & comfort, If the
original poster does not want HIS driving positions adjusted EVER by anyone else then he should either lock everything in position (full service would
then be impossible), or stipulate that the mechanic does not adjust adjustable items (again full service would be impossible and not carried out).
We are all entitled to an opinion, and as a courtesy I was trying to make a point about the idea of having ADJUSTABLE items on a car. They are just
that and they usually are EASILY adjustable to boot.
Remember that the human being is a wonderful thing, it comes in all different shapes & sizes.
Oh & by the way these days I literally go out of my way to be courteous to customers but NOT in motor mechanics, due to my high moral & ethic
standards with what I was being asked to do to customers cars by mangers who wanted to make profit above all else. If that was the way that motor
mechanics was going then I'm sorry but I am having nothing more to do with it.
Perhaps mikerj, before you ostrasice me you should get to know me more. If the original poster wants to make a big issue out of an ADJUSTABLE item
then that is his prerogative, but I was merely making the point that he should concentrate on the major items not minutia. and yes stereo re-tuned to
radio 1 would be a major item because the mechanic is there to service his car, NOT listen to the radio. How can you hear a relevant noise with the
radio blaring.
Beware of the Goldfish in the tulip mines. The ONLY defence against them is smoking peanut butter sandwiches.
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DIY Si
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| posted on 28/6/07 at 08:21 PM |
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Got to say I can understand where you're coming from with all the bits adjusted, but as Mr Giant says, if the has to be driven, then the driver
may well have to readjust things. Would you really want him to guess where the wall is and reverse into it, for example? Whenever I get into the wifes
car I have to move the seat, or the clutch becomes a bit usless for me. Only fair to expect the same from a mechanic.
“Let your plans be dark and as impenetratable as night, and when you move, fall like a thunderbolt.”
Sun Tzu, The Art of War
My new blog: http://spritecave.blogspot.co.uk/
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mookaloid
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| posted on 28/6/07 at 08:25 PM |
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quote:
Originally posted by jollygreengiant
quote:
Originally posted by MikeRJ
quote:
Originally posted by jollygreengiantThe reasoning for that is no matter where I adjusted them to they would not be right for the
customer, and secondly the adjusters work so WHAT IS the problem with the customer adjusting them to exactly where THEY want them.
How about courtesy to a paying customer for starters?
How about courtesy to a working mechanics as well.
I was always taught that manners & courtesy work 2 ways.
As I said I was having my rant. The rest of the original post I agree with. BUT adjustable positions ARE there for driver safety & comfort, If the
original poster does not want HIS driving positions adjusted EVER by anyone else then he should either lock everything in position (full service would
then be impossible), or stipulate that the mechanic does not adjust adjustable items (again full service would be impossible and not carried out).
We are all entitled to an opinion, and as a courtesy I was trying to make a point about the idea of having ADJUSTABLE items on a car. They are just
that and they usually are EASILY adjustable to boot.
Remember that the human being is a wonderful thing, it comes in all different shapes & sizes.
Oh & by the way these days I literally go out of my way to be courteous to customers but NOT in motor mechanics, due to my high moral & ethic
standards with what I was being asked to do to customers cars by mangers who wanted to make profit above all else. If that was the way that motor
mechanics was going then I'm sorry but I am having nothing more to do with it.
Perhaps mikerj, before you ostrasice me you should get to know me more. If the original poster wants to make a big issue out of an ADJUSTABLE item
then that is his prerogative, but I was merely making the point that he should concentrate on the major items not minutia. and yes stereo re-tuned to
radio 1 would be a major item because the mechanic is there to service his car, NOT listen to the radio. How can you hear a relevant noise with the
radio blaring.
Just to clarify my position on this......
I don't believe I said that I did not EVER want the driving position adjusted by anyone else. Indeed I really appreciate how it is to regularly
test drive cars for a living as I was a car salesman for seven years.
I did however try very hard to not adjust things like steering columns and backrests seat heights etc unless I really had to, as i felt that it was
important not to wee the customer off. If I did have to move a steering column or seat height, I would have a good look at the position before moving
it and I would put it back afterwards. As it is only a 5 minute drive up the road and back I don't believe that the seat has to be in the ideal
position for comfort as long as it is possible to just drive the car safely.
I wouldn't adjust the radio, or the climate control or activate a well hidden item like the thing that bleeps when you hit 30 mph.
As for testing the climate control for proper function, I would be amazed if that is what the Tech was doing. No disrespect JGG but I find it hard
enough to believe that I get all the items on the service list done anyway - never mind items that aren't. I've seen stuff in dealerships
which I have worked in that I wouldn't want to mention here - and I've worked in good ones - I hope you will understand me being a bit
cynical.
Cheers
Mark
"That thing you're thinking - it wont be that."
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Alfa145
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| posted on 28/6/07 at 08:39 PM |
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Alfa Romeos are great cars but their dealers are renound for being poor on the customer service side. They peed me off once and I never used them
again. 60k service and a plug change, a set of plugs cost a fortune for the old TS engine and while they were removing the old ones they managed to
snap one off in the head, rang me up and told me I'd have to pay about £500 for the head to be removed and the old bit drilled out and re-cored,
told them where to stick that and it turned out they only needed to drill it out, no re-core needed or head off and they still charged me a fair whack
extra for that.
So come the 72k and other services I took it to a well respected Alfa specialist who did the job and more for less than a quarter of what the Stealer
wanted, ok I didn't get a curtesey car or a nice valet but I got a better service at less cost from a guy who loved alfas and knew them like the
back of his hand.
I would never take any new Alfa I may own to a stealer ever again.
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JoelP
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| posted on 28/6/07 at 09:15 PM |
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quote:
Originally posted by mookaloid
Just to clarify my position on this......
I don't believe I said that I did not EVER want the driving position adjusted by anyone else. Indeed I really appreciate how it is to regularly
test drive cars for a living as I was a car salesman for seven years.
I did however try very hard to not adjust things like steering columns and backrests seat heights etc unless I really had to, as i felt that it was
important not to wee the customer off. If I did have to move a steering column or seat height, I would have a good look at the position before moving
it and I would put it back afterwards. As it is only a 5 minute drive up the road and back I don't believe that the seat has to be in the ideal
position for comfort as long as it is possible to just drive the car safely.
Cheers
Mark
Quite agree with you there mark, if i borrow a mates car i would slide the seat forward or back, nothing else. Its veyr annoying when your car comes
back and you cant work out exactly whats different. I once borrowed a mates car for two weeks and adjusted the wing mirrors too, but id never move the
rear view, thats a step too far!
[Edited on 28/6/07 by JoelP]
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nick205
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| posted on 29/6/07 at 10:31 AM |
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Mookaloid,
I agree with your gripes and share a lack of faith in main dealers abilities and attention to detail (peugeot in particular).
One thought that did cross my mind on the speed bleeper and climate control settings - could they have been reset to facotry defaults during the
service activity - e.g. if the battery was disconnected?
Not defending the dealer BTW, just looking at the issues in isolation.
Edit to say...
Very sexy car BTW 
[Edited on 29/6/07 by nick205]
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Fred W B
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| posted on 29/6/07 at 11:24 AM |
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I would be more worried if the seat and mirrors were not adjusted, as this may indicate that the car was not test driven at all. Most of the other
points I agree with.
Fred W B
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mookaloid
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| posted on 29/6/07 at 02:25 PM |
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quote:
Originally posted by nick205
Mookaloid,
I agree with your gripes and share a lack of faith in main dealers abilities and attention to detail (peugeot in particular).
One thought that did cross my mind on the speed bleeper and climate control settings - could they have been reset to facotry defaults during the
service activity - e.g. if the battery was disconnected?
Not defending the dealer BTW, just looking at the issues in isolation.
Edit to say...
Very sexy car BTW
[Edited on 29/6/07 by nick205]
Update: The service manager says he didn't know this but he thinks that the battery was disconnected and that MAY be the reason for the speed
bleeper thingy being activated - he said he was going to try one in the showroom to see if it did the same thing and get back to me.
I would have thought that they should know this sort of thing really - being a Alfa main dealer an' all that
Admission: That's not actually my car in the avatar mine doesn't have a bodykit.... but mine looks very like that.
A short word re: CaLviNx - Whilst It is not my style to comment on other people's characters generally and particularly on here, I would like to
say of Mark that he seems to me to be a very sound bloke, he is honest, generous and has a strong sense of right and wrong. He is very much mis-judged
by a lot of people on here. I for one would be pleased to buy Mark a Pint when our paths cross for often having the balls to say stuff which many of
us (including me) would shy away from.
Have a good day one and all
Cheers
Mark
"That thing you're thinking - it wont be that."
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DarrenW
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| posted on 29/6/07 at 03:12 PM |
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quote:
A short word re: CaLviNx - Whilst It is not my style to comment on other people's characters generally and particularly on here, I would like to
say of Mark that he seems to me to be a very sound bloke, he is honest, generous and has a strong sense of right and wrong. He is very much mis-judged
by a lot of people on here. I for one would be pleased to buy Mark a Pint when our paths cross for often having the balls to say stuff which many of
us (including me) would shy away from.
Have a good day one and all
Cheers
Mark
Ditto all of that.
Hope you get the service sorted OK.
i had a run in with Ford once. Long story but a service said rear bushes were wearing - dont worry as its under warranty, we'll let you know
when it needs doing. Next service = no mention. MOT later = bushes knackered. Service man said that will be £500 for parts - labour extra. I said no
probs, do them on the warranty. He then said id gone 1000 miles over limit so no can do. i wrote a very professional well worded letter to dealer
princple - result = bushes done at their cost.
The polite direct approach does work.
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omega 24 v6
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| posted on 29/6/07 at 03:16 PM |
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quote:
awww bu**er Mark dont go and blow my reputation now.....
Ditto what the others have said Marks just a pussy
If it looks wrong it probably is wrong.
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mookaloid
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| posted on 29/6/07 at 03:33 PM |
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quote:
Originally posted by CaLviNx
quote:
Originally posted by mookaloid
A short word re: CaLviNx - Whilst It is not my style to comment on other people's characters generally and particularly on here, I would like to
say of Mark that he seems to me to be a very sound bloke, he is honest, generous and has a strong sense of right and wrong. He is very much mis-judged
by a lot of people on here. I for one would be pleased to buy Mark a Pint when our paths cross for often having the balls to say stuff which many of
us (including me) would shy away from.
awww bu**er Mark dont go and blow my reputation now.....
Mind you if you have a vice - it seems to be that you enjoy your notoriety
Cheers
Mark
"That thing you're thinking - it wont be that."
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