Alfa Romeo Giulia Forum banner
1 - 20 of 31 Posts

·
Registered
Joined
·
18 Posts
Discussion Starter · #1 ·
This has been the most frustrating customer experience of my life.

After investing over $80,000 in a car, you think there would be some level of customer-relationship management, but it appears that this dealership has no understanding of what it means to make their customers feel valued.

Here is what happened. I had to get my QV towed to the dealership due to a flat tire on Saturday. I arranged a tow through Alfa Customer Service. You think that when the dealership received the car, they would let the customer know it has arrived safely. But, no, the dealer did not contact me until Tuesday. They did not even mention that they had received my car, but rather told me that they needed to order a wheel to replace the front wheel. I was told this would be done by Thursday. Reasonable right?

Thursday comes, I don’t hear a word from the dealership. Once again, I am thinking that they have serious communication issues because I had to call them myself on Friday to get an update. The dealer responded, hesitantly, and stuttering, that he “wasn’t sure” what the status was and even asked me “I think they were ordering some parts for your car, right?” LIKE HOW WOULD I KNOW WHAT IS HAPPENING AT YOUR DEALERSHIP? I think these guys forgot that I am the customer and they are the dealer. I was beyond frustrated at this point.

Next Saturday comes, it has now been a week since I have dropped off my car. I had let them know that in addition to the tire, they needed to give me an estimate for a scratch on my car. So I drive an hour to pick up my car, after calling and confirming it was ready. I get there, and not only have these guys FORGOT to provide and estimate for the scratch, but the also forgot to change out a tire that was flat which I told them about when it was dropped off.

I am sorry, but what sort of positive, customer-centric organization forgets to do the things they are asked by the customer? At this point I am so frustrated because I drove an hour and my car was not ready.

So they put my car on the lift, and while they are doing that I also realize that there is a VERY noticeable scratch on the diffuser, that was put there by the tow truck that brought my car to the dealer. I pointed it out to them, and they said “take it up with Alfa Customer Service, we can’t help you.” I also noticed a large split in the exhaust pipe - a bulging defect from manufacturing. Again, they said they will have to order the part to replace it.

That was Saturday ( 1 week from the initial drop off.) It is now Thursday and I haven’t received a single call from the dealership to update me on the status of my car (1 1/2 later).

I am so frustrated because I feel that when you buy a car, you aren’t just buying the product, you are investing in the customer-service experience that comes with the car. And to be honest, I don’t mind having my Alfa in the shop, because I took that risk when I bought it. But what is SO frustrating is that they can’t even provide a level of customer service that I would receive with any other dealer. I mean, I have never experienced such a lack of concern for the customer, but then again I have primarily dealt with dealers in Texas. So is this a Midwest thing? Do dealers here just not really care about cultivating long-term customer loyalty to their brand?

Currently, I am 2 weeks without my car and have no idea what’s happening and have to constantly follow up with the dealer for basic information. Btw no rental car offered. I am just super frustrated.
 

·
Registered
2019 Rosso Competizione Stelvio Ti Sport Nero Edizione
Joined
·
653 Posts
Which Chicago area dealer are you working with? I have received excellent service from Alfa Romeo Naperville.
I will not guess which one it might be so as not to unfairly disparage someone, but I have a feeling I know.
 

·
Registered
Joined
·
256 Posts
I have the exact same issues. I love my car, just the TI - not even the magnificent Quad, but I’m at my wits end with the dealership. They’re an hour drive for me and the next closest is a 6 hour drive away.

I’ve been calling and leaving messages since last Friday, still have yet to be called back (HORRIBLE brake squealing that they’ve already attempted to address. Whatever they did, it’s 10 times as bad now)

Everyone on this forum says the dealership is going to make or break Alfa Romeo in the US. I totally agree, but what if we’re stuck with a crappy dealership? I’m not driving 6 hours every time my car needs to be looked at.

Hope you get your car back soon.
 

·
Registered
Joined
·
187 Posts
But what is SO frustrating is that they can’t even provide a level of customer service that I would receive with any other dealer. I mean, I have never experienced such a lack of concern for the customer, but then again I have primarily dealt with dealers in Texas. So is this a Midwest thing? Do dealers here just not really care about cultivating long-term customer loyalty to their brand?
I placed a custom QV order with a dealer in Northern California. Roughly two months later, when contacting Alfa Customer Care to check on the build status, I learn that my order has been on hold since the day it was processed. Turned out the dealer is having a dispute with FCA and so they put all orders on hold to apply pressure on FCA. They never proactively reached out to tell me that, and it took multiple attempts to reach the dealer before I got a response explaining the hold. I was pretty steamed, and ended up contacting the president of FCA, who helped get a regional sales lead to transfer my order to a different dealer.

Mind boggling, right? Here FCA is trying to really break back into the USA market, and the relationship management component is horrible.
 

·
Registered
Joined
·
187 Posts
I placed a custom QV order with a dealer in Northern California. Roughly two months later, when contacting Alfa Customer Care to check on the build status, I learn that my order has been on hold since the day it was processed. Turned out the dealer is having a dispute with FCA and so they put all orders on hold to apply pressure on FCA. They never proactively reached out to tell me that, and it took multiple attempts to reach the dealer before I got a response explaining the hold. I was pretty steamed, and ended up contacting the president of FCA, who helped get a regional sales lead to transfer my order to a different dealer.

Mind boggling, right? Here FCA is trying to really break back into the USA market, and the relationship management component is horrible.
Oh, and here is another one: After negotiating the price with the dealer referenced above, I contacted another dealer, explained what I wanted to order, and asked if they wanted to beat the price. The dealer said, "I'll beat it. When do you want to come in and fill out the paperwork?" When I went in for my scheduled appointment, the same person said they couldn't place a custom order (as we had discussed on the phone, and as I had detailed in email). They offered to let me know if a 2017 QV comes in...after I had already made it clear I wanted a 2018. Then they tried to push me towards a non-QV Giulia. Back to back poor experiences with two different dealers now...
 

·
Registered
Joined
·
573 Posts
I have the exact same issues. I love my car, just the TI - not even the magnificent Quad, but I’m at my wits end with the dealership. They’re an hour drive for me and the next closest is a 6 hour drive away.

I’ve been calling and leaving messages since last Friday, still have yet to be called back (HORRIBLE brake squealing that they’ve already attempted to address. Whatever they did, it’s 10 times as bad now)

Everyone on this forum says the dealership is going to make or break Alfa Romeo in the US. I totally agree, but what if we’re stuck with a crappy dealership? I’m not driving 6 hours every time my car needs to be looked at.

Hope you get your car back soon.
Well this doesn't make me feel very comfortable, but for me, it is a bit easier to go to a different dealer if I don't like the one you are using, I can just go west instead of Northeast and only have an additional 20-30 minutes adding to my almost 3 hour drive, well, when I get my car anyway. I am a bit annoyed that it takes 3-4 days before my sales rep answers my emails.
 

·
Registered
Joined
·
202 Posts
Alfa Romeo USA needs to invest in new high quality dealerships if they want to compete with the Germans, the Japanese and the Americans.
They also need to invest in improving customer experience at existing Fiat/Alfa dealerships by provding some incentives to those dealerships to hire quality employees.
It seems they are committed to the product range but must focus on the customer experience, otherwise Alfa's comeback story will be more of a what-if story.

@Supratmaki
I'm sympathetic to your experience and it is regrettable. Unfortunately this happens at non Alfa dealerships too. I think the best approach, followed by most sucessful service departments, is to have a single point of contact for each customer/ticket i.e. a service advisor responsible to keep track of customer requests and keeping the customer updated. It varies from dealership to dealership and from service department to service department. Most of things you mentioned were in the service department's control and they should have handled it in a satisfactory manner.
If you have not already done so, call Alfa Romeo Customer Service and I hope they will assist.

Alfa Romeo USA => Please improve customer experience at your dealerships!
 

·
Registered
Joined
·
440 Posts
Sorry to read about your challenges.

We've had less than stellar experiences with Alfa service too; some responses on this board are "that's just Alfa" or "that's just the Italians". I guess that's fine if you are only looking to sell 5,000 cars a year in the USA but seeing ALL the money AR has spent on TV commercials and sponsoring half-time shows, I gotta think AR could have used their money elsewhere.

If it's any consolation, you are not alone. Unfortunately.

Good luck. My advice: contact AR customer service and do not lift off the throttle with them at all. Bug the crap out of them, constantly.
.
 

·
Registered
Joined
·
74 Posts
Oh, and here is another one: After negotiating the price with the dealer referenced above, I contacted another dealer, explained what I wanted to order, and asked if they wanted to beat the price. The dealer said, "I'll beat it. When do you want to come in and fill out the paperwork?" When I went in for my scheduled appointment, the same person said they couldn't place a custom order (as we had discussed on the phone, and as I had detailed in email). The offered to let me know if a 2017 QV comes in...after I had already made it clear I wanted a 2018. Then they tried to push me towards a non-QV Giulia. Back to back poor experiences with two different dealers now...
Can you let the rest of us know which dealer you are talking about so we don't go there.

Negative publicity will also put pressure on the dealer. And complete a Yelp review of this dealer.
Thank you!
 

·
Registered
Joined
·
334 Posts
My experiences with Mike Ward in Denver have been nothing but positive, they have been very pro-active and always follow through. I'm sorry to see you having to deal with less capable dealerships, it does make a difference. I have had some similar experiences with some BMW dealerships that shall go un-mentioned ....
 

·
Registered
Joined
·
18 Posts
Discussion Starter · #12 ·
It is the Alfa dealer in Naperville IL.
 

·
Registered
Joined
·
3,602 Posts
Keep looking. And if you have to go east, I can safely say that all the Afla dealers in the New England area have their strengths. Herb Chamber and Miller have the old school high end boutique feel with exotics. Kelly is paired with Maserati in particular and was great on my early visit. Central which was closest and and in the thick of it, just up the street from Ferrari Maserati of New England on the Automile, came through big for me this year, especially today ;) One older gentleman came in during a pause in my signing process and mentioned a problem with his wife's car. At least 2 sales staff jumped to help and get him in touch with service. They were obviously retired and had "senior" concerns as well. Central has a Monte Carlo Blue quad right now opposite my Rosso Comp and sold two more this past year, one with full carbon package. Central is the smallest of them all with Kia and Fiat as their backbone but they are making huge strides. Building was super clean and there was supposed to be another 4C on the truck with my car. Probably being prepped after mine. Oh yeah, my stolen vehicle recovery system was installed in less than 20 minutes!
 

·
Registered
Joined
·
787 Posts
Sorry for all you guys bad experience with dealers, I have had a great experience with Alfa of Omaha (also sell Maserati with Porsche next door), sales and service has been great (no hassle loaner, car detailed upon return, updates no problem).
 

·
Registered
Joined
·
21 Posts
Sorry for all you guys bad experience with dealers, I have had a great experience with Alfa of Omaha (also sell Maserati with Porsche next door), sales and service has been great (no hassle loaner, car detailed upon return, updates no problem).
I agree with Riparke, although my dealer is Orange Coast Fiat/AR in Costa Mesa California. Great service and goes beyond. They called me when the new SW was available, provided a loaner, detailed my car when returned. My only complaint is that they were marking up Quads $20k 6 months ago I believe, which is why I got a Ti instead. Other than that great guys/gals over there! I get a phone call once a month checking up with me and AF Care also calls about every other month.
 

·
Vendor
Joined
·
1,337 Posts
This has been the most frustrating customer experience of my life.

After investing over $80,000 in a car, you think there would be some level of customer-relationship management, but it appears that this dealership has no understanding of what it means to make their customers feel valued.

Here is what happened. I had to get my QV towed to the dealership due to a flat tire on Saturday. I arranged a tow through Alfa Customer Service. You think that when the dealership received the car, they would let the customer know it has arrived safely. But, no, the dealer did not contact me until Tuesday. They did not even mention that they had received my car, but rather told me that they needed to order a wheel to replace the front wheel. I was told this would be done by Thursday. Reasonable right?

Thursday comes, I don’t hear a word from the dealership. Once again, I am thinking that they have serious communication issues because I had to call them myself on Friday to get an update. The dealer responded, hesitantly, and stuttering, that he “wasn’t sure” what the status was and even asked me “I think they were ordering some parts for your car, right?” LIKE HOW WOULD I KNOW WHAT IS HAPPENING AT YOUR DEALERSHIP? I think these guys forgot that I am the customer and they are the dealer. I was beyond frustrated at this point.

Next Saturday comes, it has now been a week since I have dropped off my car. I had let them know that in addition to the tire, they needed to give me an estimate for a scratch on my car. So I drive an hour to pick up my car, after calling and confirming it was ready. I get there, and not only have these guys FORGOT to provide and estimate for the scratch, but the also forgot to change out a tire that was flat which I told them about when it was dropped off.

I am sorry, but what sort of positive, customer-centric organization forgets to do the things they are asked by the customer? At this point I am so frustrated because I drove an hour and my car was not ready.

So they put my car on the lift, and while they are doing that I also realize that there is a VERY noticeable scratch on the diffuser, that was put there by the tow truck that brought my car to the dealer. I pointed it out to them, and they said “take it up with Alfa Customer Service, we can’t help you.” I also noticed a large split in the exhaust pipe - a bulging defect from manufacturing. Again, they said they will have to order the part to replace it.

That was Saturday ( 1 week from the initial drop off.) It is now Thursday and I haven’t received a single call from the dealership to update me on the status of my car (1 1/2 later).

I am so frustrated because I feel that when you buy a car, you aren’t just buying the product, you are investing in the customer-service experience that comes with the car. And to be honest, I don’t mind having my Alfa in the shop, because I took that risk when I bought it. But what is SO frustrating is that they can’t even provide a level of customer service that I would receive with any other dealer. I mean, I have never experienced such a lack of concern for the customer, but then again I have primarily dealt with dealers in Texas. So is this a Midwest thing? Do dealers here just not really care about cultivating long-term customer loyalty to their brand?

Currently, I am 2 weeks without my car and have no idea what’s happening and have to constantly follow up with the dealer for basic information. Btw no rental car offered. I am just super frustrated.
Hi Supratmaki,

I'm sorry to hear about your experience with your dealership. Have you reached out to our Alfa Romeo Premium Care team for further assistance? If not please send us a PM with your VIN so I can start that process for you.

Andrea
Alfa Romeo Social Care Specialist
 

·
Registered
2019 Rosso Competizione Stelvio Ti Sport Nero Edizione
Joined
·
653 Posts
Surprising

It is the Alfa dealer in Naperville IL.
Supratmaki, I am shocked to hear this. I have had nothing but great service from Alfa in Naperville. The service manager Bart was responsive and followed up with me several times to let me know what was going on when my car was in for its flash updates in September. They also have one of the best mechanics in the entire Midwest working in their service department - straight from Italy.
Since it's a Maserati/Alfa Romeo dealer, they are used to dealing with high end customers.
This is really surprising to me.
 

·
Registered
Joined
·
121 Posts
I placed a custom QV order with a dealer in Northern California. Roughly two months later, when contacting Alfa Customer Care to check on the build status, I learn that my order has been on hold since the day it was processed. Turned out the dealer is having a dispute with FCA and so they put all orders on hold to apply pressure on FCA. They never proactively reached out to tell me that, and it took multiple attempts to reach the dealer before I got a response explaining the hold. I was pretty steamed, and ended up contacting the president of FCA, who helped get a regional sales lead to transfer my order to a different dealer.

Mind boggling, right? Here FCA is trying to really break back into the USA market, and the relationship management component is horrible.

We're all big boys and girls here. What's the name of the dealer? There are only a few in the Bay Area. I bought mine at McKevitt. Service department has been very responsive when I had a brief but self curing brake noise issue. Sales department not so much, but then that was my inattention responsibility (read:under the gas) AlfaCares is monitoring this site and I assure you they can be very helpful! And dealers will always try and sell you what is on their lot now, however, if I were getting another Alfa, and I would, I would order one as Alfa is very specific about it offering options vs option packages.
 

·
Registered
Joined
·
187 Posts
We're all big boys and girls here. What's the name of the dealer? There are only a few in the Bay Area. I bought mine at McKevitt. Service department has been very responsive when I had a brief but self curing brake noise issue. Sales department not so much, but then that was my inattention responsibility (read:under the gas) AlfaCares is monitoring this site and I assure you they can be very helpful! And dealers will always try and sell you what is on their lot now, however, if I were getting another Alfa, and I would, I would order one as Alfa is very specific about it offering options vs option packages.
This one was Alfa of San Francisco (Dawydiak) which also sells Lotus. The other dealer I referenced was Steven's Creek (AutoNation) which also sells Maserati.
 

·
Registered
2018 Alfa Romeo Giulia TI Sport Q2
Joined
·
498 Posts
I agree that if Alfa Romeo wants to make it here, their quality needs to be beyond any other brand. Unfortunately it seems that some "cheaper" dealerships bought in to selling Alfas, and here we are.
 
1 - 20 of 31 Posts
Top