[BluGiul]

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.

 

[Chipps]

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.

 

[DaneARFOM]

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

Agreed. May have misspoke last night I was pretty well worn out. Part of the reason I moved to service is to make sure we do everything possible to make the car's time in the shop (when it is broken) as short as possible. This situation sucks but quite honestly none of us are operating at full speed yet. We'll call it a "break in period" where dealers/corporate are operating under 4500 rpms. Friday I told a woman an hour and fifteen minutes, it took two hours and fifteen minutes because there was a computer update and the lube tech was helping another tech get a gtr on a lift when I walked into the shop and told him if she was pissed about how long it took I was going to bring her into the shop and introduce her to him. When it was ready to roll I said sorry for how long it took I actually believed that's how long it would take when I told you, but it's also my first day, I'll either be way faster or way better at time estimates next time. She laughed and I said it in a joking way but I meant it. We either need to handle things quickly or keep customers informed and make efforts clear. Which includes not accepting the initial "back order" answer and escalating the issue. You never should have had to call Alfa care for things to get moving. When I say we I mean all dealers, we're in tough shape if 5-10% are top notch and 90-95% are......" Hope to see improvement across the board over the next month or two as volume increases.

 

[DaneARFOM]

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.

Fiat 500 -> Toluca Mexico
500L -> Serbia
500X -> Melfi Italy

AR 4C -> Modena Italy (Maserati plant)
Giulia -> Cassino Plant

All data needs to be analyzed including model data. Consumer reports uses 3 years of model data, after the catastrophic failure of the 14 500L sales dropped heavily and so report data is mostly compromised of that vehicle as Fiats worst car. The 500 is listed as its best car and competes with fords worst car the fiesta. If all ford sold were 17-25k fiestas they would be ranked in the bottom as well. We really won't have accurate data until 17 year model rankings release and the 14 500L drops off.

I think the mechanics are extremely well done. My major concern is the computer, are the issues software or hardware. Updates would be a whole lot easier than a pcm or bcm recall or rrt.

 

[DaneARFOM]

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.

Could fail not will fail. Try not to jinx it too early lol. Problem is sales staff didn't prepare or foresee the volume of interest and have been a bit overwhelmed. At our store if sales guys don't know an answer they come get me, and but I'm getting fewer and fewer questions and the questions I get are more technical. They all have a basic knowledge of trims and options and I think all dealers are beginning to improve albeit some slower than others.

 

[KCGuilia]

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.

 

[KCGuilia]

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.

 

[KCGuilia]

I believe it is on the right side.

 

[Max]

Fiat 500 -> Toluca Mexico
500L -> Serbia
500X -> Melfi Italy

AR 4C -> Modena Italy (Maserati plant)
Giulia -> Cassino Plant

All data needs to be analyzed including model data. Consumer reports uses 3 years of model data, after the catastrophic failure of the 14 500L sales dropped heavily and so report data is mostly compromised of that vehicle as Fiats worst car. The 500 is listed as its best car and competes with fords worst car the fiesta. If all ford sold were 17-25k fiestas they would be ranked in the bottom as well. We really won't have accurate data until 17 year model rankings release and the 14 500L drops off.

I think the mechanics are extremely well done. My major concern is the computer, are the issues software or hardware. Updates would be a whole lot easier than a pcm or bcm recall or rrt.

Yup!!!! After my family's dealt with Mexican VWs and Mexican Fiats now, there is basically 0 chance I ever buy a Mexican-built car in my life. One of the reasons I feel safer with Alfa is they're actually built in Italy, a great move! :smile2:

 

[MDriver]

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

 

[MDriver]

Yup!!!! After my family's dealt with Mexican VWs and Mexican Fiats now, there is basically 0 chance I ever buy a Mexican-built car in my life. One of the reasons I feel safer with Alfa is they're actually built in Italy, a great move! :smile2:

ever been to Cassino??? :grin2:

 

[Chipps]

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.

 

[DaneARFOM]

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

<dropping the mike> haha. Well said

 

[MDriver]

<dropping the mike> haha. Well said

one last thing> this was not directed at you @DaneARFOM...not in the least....in fact I applaud you for having the coglioni to be on the site and for all the info you pass along...Grazie Mille per la tua gentilezza.

Thanks Ladies & Gents...I'll be here all week...don't forget to tip your waiters/waitresses
M

 

[Racer Z]

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.

 

[DaneARFOM]

one last thing> this was not directed at you @DaneARFOM...not in the least....in fact I applaud you for having the coglioni to be on the site and for all the info you pass along...Grazie Mille per la tua gentilezza.

Thanks Ladies & Gents...I'll be here all week...don't forget to tip your waiters/waitresses
M

Thank you I appreciate it. I'll reply in Italian next week after my Rosetta Stone cd comes in. Until then I'm limited to what I ask my Italian QV customer how to say. I never take anything personal on here, I like to hear other perspectives, it's actually vital for improvement of my processes and actions at work.

 

[DaneARFOM]

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.

 

[Max]

ever been to Cassino??? :grin2:

I have not, but I have done tons of research on the plant and it is very impressive to me. I believe they (or FCA in general) uses metal presses and machinery from a company that was founded by a very very distant relative of my family If your laughing at my hatred of Mexican-built cars, well I'll take Italian-built any day of the week! Currently dealing with British and I am used to quirks

 

[MDriver]

I have not, but I have done tons of research on the plant and it is very impressive to me. I believe they (or FCA in general) uses metal presses and machinery from a company that was founded by a very very distant relative of my family If your laughing at my hatred of Mexican-built cars, well I'll take Italian-built any day of the week! Currently dealing with British and I am used to quirks

nope not at all...the factory is indeed a modern wonder especially when you consider the last time something was built in Cassino was the Benedictine Abby....this was a big shot in the arm to the economy of the region....
cars that are assembled in Mexico are done so principally for labor costs....maybe even cost to build the facility as well...
and in Italian these "quirks" are as we say "normale"

 

[BluGiul]

Could fail not will fail. Try not to jinx it too early lol. Problem is sales staff didn't prepare or foresee the volume of interest and have been a bit overwhelmed. At our store if sales guys don't know an answer they come get me, and but I'm getting fewer and fewer questions and the questions I get are more technical. They all have a basic knowledge of trims and options and I think all dealers are beginning to improve albeit some slower than others.

Fair point. These sales guys were honestly *shocked* at the level of interest in the Giulia. On a Saturday there were more customers in there than I've ever seen (I bought a 500 Abarth) from the dealer 4 years ago and keep an eye on the dealership.

As to your point regarding the 500, we had 2. Abarth and a Cabrio. Both were flawless for over 15k miles each. When I'm in Italy each year I typically rent a 500L for the family for a couple of weeks and have never had the slightest problem. My personal experience with FIAT products is good - dealers not so much. Had the inverse experience with Maserati! Great dealers, unreliable cars. Go figure.