Alfa Romeo Giulia Forum banner
1 - 20 of 24 Posts

·
Registered
Joined
·
153 Posts
Discussion Starter · #1 ·
I has been expressed on this board that if Alfa is to succeed here in the States, it will greatly depend on how the service department of the dealership handles the issues/problems that come up with our cars. So, I am here to tell you that it is doing to be tough if this experience is any indication. I have a Quad that has been flawless now for over 3 months. A few days ago I received a call from Alfa Care and informed me that there are several software updates available for my car and I should schedule a visit. So far so good. It is very proactive of Alfa to contact me and let me know that it is time to get some updates. I knew about them from this forum but again I do not have any big issues, a few minor problems such as rough idling. So I called the dealer that I purchased the car which happens to be Hendrick Motorsports in Charlotte. These guys are big, they have just about every make and model under the sun. The lady that answer the phone told me that according to the vin number there is no recall for my car. I told her that I received a call from Alfa to have the software updated, not sure that it falls under recall. She transfer me to a service advisor. Never got to talk to him because I got passed around to several people and repeated my story. After what seemed an eternity got to the service advisor, oh wait no it is the voice mail. Left him a message. Let see if he calls back.


Problem nbr one, other than lack of response and indifference, when you call the dealership service department they answer (Chrysler, Dodge, Jeep Fiat Service). No mention of Alfa Romeo although I dialed the number listed on their web site for Alfa Romeo. Maybe is a bit petty but I like to know that I am dealing with Alfa Service after spending $80K. However, here is the kicker that left me speechless. At one point I was told that they only have one technician that works on Fiat and Alfa. Are you kidding me? This guy must be busier than the proverbial one legged man in an ass kicking contest.


Fortunately for me I have not been in need of their services, well I do now. But can you just imagine the frustration of a new Alfa owner that has some little issue that needs to be resolved quickly and accurately the first time?
 

·
Registered
2019 Rosso Competizione Stelvio Ti Sport Nero Edizione
Joined
·
651 Posts
Call your salesman and let him know of your frustration. The sales guys care about long term customer loyalty. Operators (many working from home) and low-level service guys don't give a crap.
 

·
Registered
Joined
·
189 Posts
Yes, my experience with service and communications with dealer has been underwhelming, nothing like Porsche, BMW, or Audi servicing (cars that I owned in the past.) Luckily I only had to go in there 2 times so far, but Alfa needs to address this if they are to compete long term.
 

·
Registered
Joined
·
149 Posts
I'm going through something similar here in Yorktown, VA.

I just had my car in the shop for the headlight washer repair/replacement. I asked if they would update all the RRT/TSBs applicable to my car.

They said none apply.

Today, I PM's AlfaCares here in the forums with my VIN and they supplied seven RRTs my car needs.

I called the dealer. They still don't see any RRTs available for my VIN.

I just PM'd AlfaCares again.

Perhaps the dealer is checking the wrong database? Mine is checking Chrysler/Fiat and supposedly coming up empty.

Steve
 

·
Registered
2020 Alfa Romeo Giulia Sport Ti AWD
Joined
·
7,469 Posts
I've heard nothing from the dealership (and they've heard nothing from me) since I went to have my new license plate put on.
 

·
Registered
Joined
·
149 Posts
Aside from the washer cover not aligning originally, mine has been fine.

I would like to be proactive with some of the firmware though, especially the entertainment flash.
 

·
Registered
Joined
·
296 Posts
I got my call from Alfa Romeo Cares 2 days ago, and she put me on hold while she called the dealer to set up my appointment.
She got back on the line stating she left a voicemail with them, and they will be calling me back.

No call back as of yet...
 

·
Supporting Vendor
Joined
·
691 Posts
However, here is the kicker that left me speechless. At one point I was told that they only have one technician that works on Fiat and Alfa. Are you kidding me? This guy must be busier than the proverbial one legged man in an ass kicking contest.
Our local dealership has one (excellent) Alfa technician as well. I actually prefer that. He's a good guy and I know he is well trained and knowledgeable.

He knows how I keep my vehicles, and how I expect them to be treated. I have actually only had to bring our 4C in for service once, and that was an alignment after we did suspension upgrades. The Giulia QV has not been in to him but I've been by to talk with him about several projects.

We actually just talked about the RRT campaigns on the Giulia, and will be bringing it in soon. His opinion was that since we don't have any issues there is no rush to complete these so we can do it at our convenience.
 

·
Registered
Joined
·
641 Posts
@OP find yourself another dealer if possible...preferably an Alfa Romeo/Maserati/Ferrari dealer
MDriver has a great point. Historically I've had Mercedes and Audi that have a strong dealership and servicing network. The point being that the Servicing for Mercedes was not Chrysler and the Servicing for Audi was not Volkswagon.

I plan to get service where I bought the car (as inconvenient as that is) at Miller Motor Cars in Stamford, CT (where their service center is).

They are a Maserati/Ferrari/Alfa dealer. Two weeks after I brought the Quad home, their head of service emailed me and we had a good back and forth communication. I believe I will be in good hands as they deal with high expectations all the time.
 

·
Registered
Joined
·
167 Posts
Are you dealing with Hendrick auto mall in Concord? If so I've had very poor experiences with them as well. I am currently in the midst of a star case involving them. I would strongly encourage you to take your car to Stateline for any warranty work even if you did not purchase it there. Well I have not used them myself yet I have heard excellent things. Once my current issues are settled I will not be going back to Hendrick. If you would like to speak to someone at Hendrick in Concord that can actually get something Accomplished ask for Richmond Trexler in the service department.
 

·
Registered
Joined
·
3,600 Posts
It could very well be worth my while to travel the 2 hours to Miller when the time comes. But Alfa is building a new dealership next to Ferrari Maserati here in Norwood. That will take some time though. We'll see when my car arrives at Central Jeep Chrysler Fiat Alfa. FMoNE just finished renovations in April of this year. I was there for the party and there was a MC Blue Quad with Technico wheels there. ;)
 

·
Vendor
Joined
·
1,328 Posts
I has been expressed on this board that if Alfa is to succeed here in the States, it will greatly depend on how the service department of the dealership handles the issues/problems that come up with our cars. So, I am here to tell you that it is doing to be tough if this experience is any indication. I have a Quad that has been flawless now for over 3 months. A few days ago I received a call from Alfa Care and informed me that there are several software updates available for my car and I should schedule a visit. So far so good. It is very proactive of Alfa to contact me and let me know that it is time to get some updates. I knew about them from this forum but again I do not have any big issues, a few minor problems such as rough idling. So I called the dealer that I purchased the car which happens to be Hendrick Motorsports in Charlotte. These guys are big, they have just about every make and model under the sun. The lady that answer the phone told me that according to the vin number there is no recall for my car. I told her that I received a call from Alfa to have the software updated, not sure that it falls under recall. She transfer me to a service advisor. Never got to talk to him because I got passed around to several people and repeated my story. After what seemed an eternity got to the service advisor, oh wait no it is the voice mail. Left him a message. Let see if he calls back.


Problem nbr one, other than lack of response and indifference, when you call the dealership service department they answer (Chrysler, Dodge, Jeep Fiat Service). No mention of Alfa Romeo although I dialed the number listed on their web site for Alfa Romeo. Maybe is a bit petty but I like to know that I am dealing with Alfa Service after spending $80K. However, here is the kicker that left me speechless. At one point I was told that they only have one technician that works on Fiat and Alfa. Are you kidding me? This guy must be busier than the proverbial one legged man in an ass kicking contest.


Fortunately for me I have not been in need of their services, well I do now. But can you just imagine the frustration of a new Alfa owner that has some little issue that needs to be resolved quickly and accurately the first time?
Hi AlfaGuy,

Sorry to hear about this, the software updates Alfa Cares called you about are most likely RRTs. If you would like to send us a PM with your VIN I'd like to document your experience in your case so your case specialist is aware. They will be best able to offer further assistance!

Andrea
Alfa Romeo Social Care Specialist
 

·
Registered
Joined
·
3,313 Posts
John, I stopped by Central Alfa recently, and it seems the new Building will be to service Dodge vehicles; the Alfa's parked there are just well placed overflow.
Too bad, as that would be a nicer location, although with the current one next to the nursery, my wife has me there often.
 

·
Registered
Joined
·
261 Posts
@OP find yourself another dealer if possible...preferably an Alfa Romeo/Maserati/Ferrari dealer
I'll second that. It would seem that dealers who already have experience with other high-end cars are much better prepared to provide the best sales and service experience to Alfa Romeo buyers.

For those of you in the San Francisco Bay Area who are considering joining the Alfa family, I would strongly suggest you pay a visit to the San Francisco Dealer (sfalfa.com). They have a long history of selling very high-end cars to high-end clients (not that I'm one of those, mind you). The Burlingame dealer behaves like they're still figuring out what an Alfa Romeo is. On the other hand, the San Jose (Stevens Creek) dealer is affiliated with Maserati and other top brands, so they know all about Alfa Romeo, but they like to play really irritating "dealer games". Meanwhile, in San Francisco, I've experienced nothing but straight forward honesty. They wouldn't negotiate on price at all, but neither did they attempt to charge a ridiculous "dealer premium", so I'll be paying MSRP for my Qdrfgl, and I'll be perfectly happy to do so.

Where I've been really impressed is the excellent communication I've had with my dealer since placing my order back in April. Responses to queries come quickly, and I've never felt like I've been given the run around, or left hanging waiting for an answer. In particular, since the arrival of my car has become imminent (it's now visible as "in transit" on the sfalfa.com web site), I've had some specific questions and requests for the dealer (many based upon things I've learned on this forum... thanks to all of you), and every request has been answered quickly and respectfully. Here's a sampling of a few that I think are worthy of passing along...

-- I mentioned that I would be handling the installation of the front license plate, so please don't drill holes, or otherwise perform any prep work related to installing a front plate.

Dealer's response: I would never-ever drill holes in your bumper. In fact, if you had asked me to, I would have probably resisted.

-- I said that I did not want LoJack, clear film, tinted windows, rustoleum treatment, or any other dealer add-on that they might be tempted to offer.

Response: We don't install any aftermarket items on the new cars. It's against our religion.

-- I expressed concern that dealers seem to be releasing cars to customers that do not have the latest software updates, and that customers are forced to bring the cars back for updates only after they've experienced a problem addressed by an update. To me that's like installing a sprinkler system in your building *after* you've had a fire.

Dealer response (and this is the best one yet): We firmly disagree with Chrysler's policy of only "updating after complaint". We perform all updates at PDI and absorb the additional labor costs internally.

Now *that's* what I call top notch service (or sales, as the case may be). As I have yet to take delivery of the car, and have not had the opportunity to experience the process of returning it to the service department for this-and-that, I don't yet know how the service experience will actually be. But if the sales side is any indication, these guys are really on the ball.
 
  • Like
Reactions: John_K_348

·
Registered
Joined
·
249 Posts
I've had nothing by good experiences with my Service Consultant at the Alfa/Masaerati dealership here in NW IL. When I took my car in to get the headlight washer bracket replaced it was ordered and received in 3 days. When I took my car in to get it fixed it was done in a timely manner and they ALSO performed any updates (I think like 4-5) without me asking. I had to take it in today for a glovebox issue (not a big deal as I think something got jammed) and they checked the updates and also provided the latest (HVAC) as well as the additional time it would take (15 minutes). They provided me an office for which to work.

Keep in mind I DID NOT buy my car at this particular dealership.

Overall, I'm very happy with the service and attention I have received. Nothing but high marks for this service department (and I will note on Survey).
 
  • Like
Reactions: lowlight

·
Registered
Joined
·
138 Posts
I agree that if Alfa wants to compete with BMW and Audi their service has to be better, that being said a lot of the problems is most of us are coming out of those cars, and the service department are let's say 1st class which leads me to my point Chrysler, Dodge, Jeep can not keep up with the Alfa owner, my own experience with the service department not that I expect free everything but really to pay for a coffee and water is not what is expected from a Alfa owner and to only have 1 or two Alfa techs on site is a problem, They need to have a Alfa only repair facility. I have been notified by the dealership I purchased from that within 6 month's they will have a dedicated service area at the dealer. Let's hope I never have to use it except for scheduled service.

Drive safe , and since it's getting cooler here on the east coast, open the windows and listen to the sound they make.
La meccanica delle emozioni
 

·
Registered
Joined
·
153 Posts
Discussion Starter · #18 ·
Are you dealing with Hendrick auto mall in Concord? If so I've had very poor experiences with them as well. I am currently in the midst of a star case involving them. I would strongly encourage you to take your car to Stateline for any warranty work even if you did not purchase it there. Well I have not used them myself yet I have heard excellent things. Once my current issues are settled I will not be going back to Hendrick. If you would like to speak to someone at Hendrick in Concord that can actually get something Accomplished ask for Richmond Trexler in the service department.
Patrick,


Yes it is Hendrick and the car is now with them to have all the updates done and something to do with the glovebox although I did not experience any issue. I did get a loaner.....a Honda Civic...bummer. We shall see what happens after I get it back.
 

·
Registered
Joined
·
167 Posts
Are you dealing with Hendrick auto mall in Concord? If so I've had very poor experiences with them as well. I am currently in the midst of a star case involving them. I would strongly encourage you to take your car to Stateline for any warranty work even if you did not purchase it there. Well I have not used them myself yet I have heard excellent things. Once my current issues are settled I will not be going back to Hendrick. If you would like to speak to someone at Hendrick in Concord that can actually get something Accomplished ask for Richmond Trexler in the service department.
Patrick,


Yes it is Hendrick and the car is now with them to have all the updates done and something to do with the glovebox although I did not experience any issue. I did get a loaner.....a Honda Civic...bummer. We shall see what happens after I get it back.
.

Good luck mine goes back to them for more updates on Monday,
 

·
Registered
Joined
·
153 Posts
Discussion Starter · #20 ·
.

Good luck mine goes back to them for more updates on Monday,
Patrick,
Got mine back in two days and so far no issues. Everything works but then again everything worked before too. My service advisor was Matt and he seemed knowledgeable. He did kept me informed.


Hope everything works out on yours.
 
1 - 20 of 24 Posts
Top