Dear Alfa,

If you're listening, now is probably a good time to throw some Alfa swag at all the early Quadrafoglio owners. You'd surprised at far that gesture will get you. Mercedes-AMG is excellent with that type of stuff. I've received everything from a $100 gift card to Saks Fifth Avenue/Neiman Marcus (forget exact store now) to an $1,895 AMG track day driving experience at Lime Rock. Nothing like piloting a $300k AMG SLS around the track for 12 laps to buy customer good will and diehard brand loyalty. Certainly didn't hurt in causing me to purchase 4 AMGs in a row.

BTW...on that note, I'm still waiting for those 2 Alfa polo shirts I bough two weeks ago to arrive. Let's get started by expediting those first, huh?!?

 

Dear Alfa,

If you're listening, now is probably a good time to throw some Alfa swag at all the early Quadrafoglio owners. You'd surprised at far that gesture will get you...

Alfa Romeo has similar good-will programs in place. Corporate is authorized to do what they need to do in terms of gift certs or merchandise.

Some of the issue is that the small dealers have not been programmed on the "good-will" end of things (yet). It is their first time selling cars in this market of over $50k. Sooner or later they will realize the need to roll out the red carpet for the higher-end clientele. The dealer training is on-going.

 

Swag is a nice gesture, but... there nothing in the Alfa catalog I actually want. What I would enjoy the most, would be some track time training. I really enjoyed the Abarth Experience that came with my new Fiat 500 Abarth. I realize that Giulia Experience costs more that a carbon fiber ink pen, but I'll never use the pen. How do I know this? My 4C Launch Edition included many gifts that came in the mail after the fact. All very nice gifts, but nothing that I can ever put to good use.

 

BMW used to include the M-Driving school with the purchase of an M5...it was a blast going to Spartanburg that was 17 long years ago....

 

Fiat care called me today and asked me all about an issue from my end. Customer told her he knew we were trying but was just wondering if they could help. I asked her to escalate on her end as it would likely get higher up faster. At the end she told me she'd call the customer and tell the plan of action. Which is likely why your dealer didn't call they assumed it would be conveyed they consulted with Alfa care. As to the communication issue, I have an idea we'll try with my store as far as a place customers to voice after-sales concerns versus a forum that is more opinion based. Sorry for the lack of input here I wrote 30 something RO's between yesterday and today while being trained on the fly.

 

at the end of the day the dealer needs to be the advocate for the client, IF they want to keep the client....this is a new launch for Alfa & all the Alfa dealers....getting this right is paramount....and again mechanical stuff breaks I get it..we all get it...it is how you(dealer) & you(Alfa) handle it after the fact that is most important....
when my dealer reached out for the parts to the car...he stated the car was VRO?? not driveable. this was supposed to trigger a faster response from Alfa Corporate. It did not...they told him first the part was back ordered...when I said your kidding me! he pushed a little harder and then they said we found them in Toronto..we will expedite them...expedite meant 3-5 business days....may in Alfa speak...but I deal with shipping to Italy on a weekly basis and can DHL stuff overnight if need be...it was not until I contacted AlfaCare who in turn I'm guessing contacted the NE Regional Rep did anything really start to pick up traction
no Dane..sorry but things need to be done correctly otherwise you guys are lost...no matter how well the car performs...when it performs

 

Pertaining to my amp issue I am please how Alfa has handled it thus far. I have received several calls form 2 people. They are warranting the amplifier which makes me very happy but on the other hand I am far less satisfied with the service manager that I first reached out to prior to me contacting FCA. His smugness in telling me "it's a blown amp due to window tint and it will cost me $1300 to $1400 and I need to pay first prior to ordering and we have not idea when it will be available smirk " He honestly took pleasure informing me of this. It took me reaching out to FCA to get this rectified. Being in Audi sales i know how to handle myself with service mangers and remained composed through our conversations but I'm excited to go back for my good will warranty work and say hello.

 

Alfa is trying to push its brand as a premier brand, I have noticed some differences in far as handling its customer base. There is still a ways to go but, it was noticed with a concern I had regarding my QV.

 

I agree.

 

The dealer experience is where Alfa will fail. In my neck of the woods (Florida) the FIAT dealers have NOT gotten their act together (with exception of Rick Casse which was always good).

I was at another dealer yesterday test driving a Giulia and these guys were beyond clueless. Oh, and the sunshades on the Ti I drove were broke!

I still love the car, but soooo hard to deal with these dealers.

 

I believe this is a universal concern here. Once you cycle through the true believers, regular people will be reluctant to put up with the BS I have encountered.

Then there is the type of thing I was reading yesterday in the latest issue of Consumer Reports where Fiat is ranked where in the reliability ratings? Last of course.

 

Amplifer in

I found out my amplifier just came in. I get my audio system back. Not bad - it took five days in the shop.

The corroded wiring harness in still a problem in the trunk. We will see what happens. I hope that this is the last of my problems with the electrical system.

 

My experience with the dealer has been pretty good. They are trying their best on a car they have not worked on other than prepping it for delivery. Plus Alfa wants to know about ever problem that comes up. This corrosion issue may be an issue on all Guilias.

 

I believe it is on the right side.

 

Okay so lets be clear....I personally do not equate a brand ANY brand with the level of service received at a dealer ANY dealer...
by that I meant simply the brand has little control over how a dealer treats its clients....rare that a dealer is stripped of their dealership from a brand....
so I don't paint with a broad brush and say my dealer stinks, piss poor service...with Alfa stinks!...
they are separate of one another....the dealer did not build the car...so if I have quality issues(like I did) I don't scream at the dealer about other than expect them to make the repair in a timely fashion. IF that repair is impeded by lack of parts/equipment/software etc. then that is on Alfa NA & FCA.
What I EXPECT from a dealer is courteous responsive service, IF I don't get that...I'm gone...I have had BMW's for close to 30 years now and have had some AMAZING service experiences and some ABSOLUTE HORROR shows....still bought BMW's just not from the crappy dealers....

MEMO TO DEALERS HERE: it is your service after sale that gets new clients & keeps old ones....you would do well to remember that....1st run cars can be PIA PREPARE YOURSELVES! or don't sell them!...
<dropping the mike>>
Regards
M

 

I could not agree more. I have lost count of the Mercedes-Benz vehicles I have owned. Most good, a couple just junk. Never the less, I keep buying them. Mostly because of the dealership and sales person I have used for the last 30 something years.

 

My wife bought a 2013 Fiat 500 in 2012. She was one of the first Fiat owners here in LA. She had seen a new Fiat at the grocery store and thought it was cute. She liked it enough to engage the owner about it. Came home telling me all about it and made me find out more about it. A week later we went to a dealer and bought one. (I'm trying to keep this short.)

The sales/purchase experience was the best. Then came the after care. Normal service and/or warranty repairs. It was horrible. There was only one Fiat dealer within 50 miles of us (Los Angeles) at that time. She was actually thinking of dumping her precious Fiat because the experience was so bad. The car has actually been quite reliable though. That particular dealer doesn't exist now.

When a new Fiat dealer opened near us (4 miles) she tried them. Service was great. Everything about this new dealer was great.

Later another Fiat dealer opened near her job. She tried them once for convenience. They quoted her some outrageous price and after calling me she left. 'Our' dealer did the job for a third the price (literal).

Since then I bought an Abarth and later a 4C from 'our' dealer. And now we have a Giulia Ti on order with 'our' dealer.

My wife still has her cute little red Fiat. Over 50,000 miles and never a serious issue. A few small things at first that warranty covered. She had purchased a lifetime warranty with the car (this lifetime warranty isn't available now). After the standard warranty ended, there was one or two expensive things that the special warranty covered. The instrument cluster had to be replaced. The third eye broke. Nothing that stopped the car from driving normal and safe.

I was going somewhere with this and now ... where was I?

When I crashed my 'new' 4C, 'our' dealer went the extra mile to find the parts and get my car fixed. This wasn't even a warranty job.

I've got my complaints about FCA and I've heard horror stories about other Fiat/Alfa dealers. The two do need to work together or the entire entity will fail. And they both need to treat the customers as if they are special. Without happy, satisfied, returning customers, how do they expect to stay in business? The customer is their lifeblood.

Did I ever mention the word-of-mouth thing? That's what started our relationship with Fiat. That lady at the grocery store with her cute little car who took the time to be a Fiat Ambassador, whether she realized it or not. All the times we've been in our 4C and approached by a curios person. How many 4Cs have been purchased because we knowingly answered questions and opened doors for curios people. How many Giulias will be looked at because of the 4C attraction? Or because of your new Giulia and the curios people drawn to it?

But if we've been yanked around by our dealer and/or FCA, how can we tell this next prospective customer that they too should purchase a new Fiat/Alfa and from "our" dealer? All we can do is relate our experiences and feelings on to the next person. That or tell them some big lie.

That was my short version.

 

This is what the leadership summit in January was about, creating the kind of experience that you are referring to with your dealer. Quite enjoyed reading, great story.

 

The Italians work more than one shift? :surprise:

 

Update...

Just got off the phone with both Alfa-Care Rep & Regional Rep...
car is half fixed???............LMAO
the parts came in for the headlight washer assembly on both sides and that was supposedly done...
however the more important CEL issues is still there even AFTER the software patch/update/download...and they cannot figure it out...yet!
the Regional Rep said that Alfa engineering is aware of the issue, and that a "special engineer" or should I say the Alfa NA engineer is going to see the car tomorrow or Wednesday.....so the bottom line as of this post is that they do not know what is wrong nor do they have a way to fix it as of yet.
very disappointing indeed...maybe I got the runt of the litter??
Regards
M

 

MD, I hope your car gets, and stays fixed as soon as possible.
Flyby out

 

TY Flyby.....took out my E39M5 today...to put a :grin2: on my face...nothing like a V8...

 

Visited Dealer

So I decided to pass by the dealer not too long ago...
The car is indeed put back together...they received parts & software upgrade and performed both between Friday/Saturday...
They test drove and said everything was good.....
fast forward to today and they go to start the car and the CEL is back on...
they run a scan/flash check for codes and the tech called this one particular code a "hard code" which means you don't make it disappear but re-flashing. the code had something to do with the cam shaft sensor?? or words to that effect.
So he contacted the NE Regional Rep to inform him as well as the Alfa Engineer from Alfa NA....he was waiting to hear back...
At least the car has its bumper back on....
BTW to those who have had radio amp issues...I was told that a service bulletin was sent out to watch out for water intrusion on the rear taillight area, they advise them to "seal" around the area to prevent water from going in....so the SA at the dealer did that for me..
Regards
M

 

So I decided to pass by the dealer not too long ago...
The car is indeed put back together...they received parts & software upgrade and performed both between Friday/Saturday...
They test drove and said everything was good.....
fast forward to today and they go to start the car and the CEL is back on...
they run a scan/flash check for codes and the tech called this one particular code a "hard code" which means you don't make it disappear but re-flashing. the code had something to do with the cam shaft sensor?? or words to that effect.
So he contacted the NE Regional Rep to inform him as well as the Alfa Engineer from Alfa NA....he was waiting to hear back...
At least the car has its bumper back on....
BTW to those who have had radio amp issues...I was told that a service bulletin was sent out to watch out for water intrusion on the rear taillight area, they advise them to "seal" around the area to prevent water from going in....so the SA at the dealer did that for me..
Regards
M

Thank you for the tail light note. It usually takes several weeks before an engineer is sent out. I've never heard of one being dispatched that quickly. Alfa is definitely full tilt on fixing this issue. When my customer had the check engine after remote start I spoke with my rep and asked it be escalated. The next day he asked me to update on findings because corporate wanted to know. It seems the issue isn't Alfa's concern but rather getting the issue to the right people.

 

Well MD, it's good that you can smile through the Giulia's ordeal. I have no doubt that M5 of yours helps.
Flyby out

 

Can you see any sign of gaps around the tail light? Maybe some clear caulk or weather strip under the light housing/window could help?

 

Just saw the posts on the water intrusion. What kind of seal did they use? Were the cam sensors checked?

 

going to ask today to see if the cam sensors were checked...as far as the water intrusion they(dealer) used a silicon to seal up the gap I was told...but again I did not experience any of the infotainment/audio issues that some people have had..

 

Update

just spoke with the Tech. the new code which is a hard code is for the
crankshaft ventilation system....it is saying that it is disconnected..tech said everything is connected securely...
Alfa just asked him to do an engine scan and send the information to them..engineers are working on it

 

just spoke with the Tech. the new code which is a hard code is for the
crankshaft ventilation system....it is saying that it is disconnected..tech said everything is connected securely...
Alfa just asked him to do an engine scan and send the information to them..engineers are working on it

Crankcase ventilation is probably something "Evap" related. The EPA OBD2 reqs don't allow for any fresh air leaks anywhere in the fuel vapor or pcv re-circ lines.

Typically the above doesn't cause any running issues. Though, if the leak is bad enough, it can effect vacuum and cause some bad idle hiccups and light throttle issues if direct port to manifold vacuum. On a new car? Should not be an issue. Half way got to wonder what they took apart to diagnose the car to begin with....

 

just dropped my car off today for the software updates, glove box replacement, squeaky brakes and collision avoidance malfunctions. got a Giulia TI as a loaner

 

What sort of collision avoidance malfunctions?

 

Not enough info to make any assertion. Thought I'd add some technical input on the crankcase vent issue. Leaks can be incredibly difficult to track down.

 

I have already asked Alfa-Care rep to see about THEM bringing the car to Miller Motors in Greenwich CT. they are an authorized Ferrari/Maserati/Alfa dealer....am waiting for a response tomorrow.

 

Cool! Are the stock pads metallic? Ferrari-Brembos are notorious for being squeaky and dusty (hence the dark wheels). I have had good luck with Posiquiet low dust low noise pads. You can get them much cheaper from Brembo in the Porsche sizes. Often the same caliper.

 

My car stalled twice after start up today. Warning light came on and said something to the effect of START\ STOP MALFUNCTION RESTART ENGINE. That's new. To date : blown amp, remote start not working now this. Still love the car however

 

Quadrifoglio or 2.0?

 

Does anyone recommend dropping my car off for all these updates even though I am experiencing no symptoms?

 

NON TOCARE SE NON E` ROTTO!!!!
ask your wife to translate:grin2: