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Discussion Starter · #1 ·
Hello everyone,

first time poster, I've had my giulia since December 2018, and it's been a great car thus far (with the exception of it being way too quiet). In any regard, I noticed that my apple car play was not working consistently, but waited till late August to get it looked at because the closest dealership is a solid hour or so drive, and because I wanted to see if this was an apple issue (perhaps an update not being calibrated for the Giulia's infotainment system). So here's the rant

I dropped the car off late August, took a loaner home, and the next day I tried to start the loaner car to no avail. The battery of the loaner had completely died. Alfa headquarters got involved and had the car towed back to the dealership. Given that I live about an hour and change away from the dealership, I had explained to head quarters and the dealership that I did not want to make another trip out there to get the loaner, and that I would simply remain car-less, even though head quarters offered up to 70 a day to be reimbursed had I gotten a rental car independently. With all that being said, the dealership did the right thing and actually had a member of the service team drive the loaner back to me.

Here is when things get bad. I get a call yesterday from the service guy who was assigned to my case that my car was ready for pick up. Although I had expressed that I would prefer to pick it up today (Friday) after work, they said that I needed to have the car back by no later than 9:30 am to avoid a charge. I obliged, and drove to Westbury, Long Island after work. The car is ready, and I plug in my phone with an authorized apple lightning chord and it works. There was a starbucks nearby so I went ahead and drove over there quickly to get something to eat and a coffee. I get back in the car, plug my phone in and apple car play is not working.

I drove back to the dealership, the service adviser for my car had gone home for the day, and the service manager (Dominic) was there. I told him that the problem was not fixed. He came over to the car, saw that the issue was still there and proceeded to tell me that I should take my car home and call the dealership.

Another interesting detail was that on Wednesday, September 11, the service guy assigned to my case emailed me an update on my car saying that my car had not been looked at yet and that since there was only 1 alfa romeo tech licensed to look at the electronics of the car, there was a backlog of vehicles that needed to be looked at.

How then was it plausible that yesterday, Thursdsay September 12 (a day later after telling me my car was delayed because of so many cars needing to be looked at) that my car was ready.

To me this scenario has highlighted the ineptitude of Westbury Alfa Romeo. After 3 weeks of having my car, and after making it clear to them that apple carplay was not working consistently, they gave me my car back without fixing the problem. I'm going to call headquarters again and ask that they intervene in this case and figure out how to fix this mess.
 

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Hi @grkgiulia,

We are terribly sorry to hear of this poor experience that you have had while attempting to have your Apple CarPlay restored. If you would like to send us a message with your case number, we can look to see if there is an update available.

Darlene
Alfa Romeo Social Care Specialist
 

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It reads like they were apologizing for the delay after keeping it for 3 weeks. It wouldn't be the first time that an update failed to solve an issue I'm afraid.

(They can't even get nav map updates to market sadly).

Sent from my moto g(7) power using Tapatalk
 

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Discussion Starter · #4 ·
The message sent on Wednesday was essentially saying "sorry it's taken this long, but we only have 1 technician who is licensed to deal with electronics. Also there's a backlog if vehicles here, so we'll keep you posted as to when it's ready"

From the gist of the email, the email reads like they were anticipating a further delay. I'm unsure how it turns out the next day the car was looked at and "fixed". Well it turns out it wasn't fixed because the chief concern about apple car play was not fixed. I had also complained about my infotainment system rebooting entirely, and also a jittery backup camera from time to time.

I'm not sure if anything was fixed, aside from the body control module recall. Sad that a dealership can hold a car for that long, and then lie about fixing the issues
 

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Discussion Starter · #5 ·
Update to this was alfa romeo customer service told me that westbury alfa romeo is the second most busy service center in the country. The rep also said that I could then take my car to a different dealership service center.

At this point, I'm a bit disheartened because the car I'm paying for, and it's features do not work as promised and because a dealership lied, and seems to be getting away with it
 

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I went through a leasing company, who did source the car from there.
as I never went through an independent leasing company, how does that work?? I mean technically your leasing the car from them, make your payments to them, correct?? shouldn't they get involved with some service aspects?
 

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Discussion Starter · #9 ·
The way leasing companies work is essentially they do the digging and searching for the make/model/price you want. So as I was doing my search, Westbury was the alfa romeo dealership that had the giulia, with the options I wanted.

Once you agree that you're ok with the car, then you submit some forms they run a credit check and then the leasing company can pick up the car for you and deliver it to you (which actually happened for me).

On delivery, you sign off on the official lease agreement and that's pretty much it. They also take your old car off your hands and return it for you.

It's a good way to distance yourself from dealerships and their shady practices because the leasing company is the middle man
 

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I’ve leased my car from Westbury and have had a very good experience so far. I also had a similar issue with Apple CarPlay after they replaced my radio. It worked at first and stopped the next day. I called and they had me remove and reinstall the car from my phone. This has taken care of it so far... knock wood ??
 

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I also leased from Westbury. I’ve been happy so far, though the place has its quirks. The “distance” from the dealer you got by using a leasing co. as the middleman may be working against you here. I haven’t needed much service, but my sales guy has always been attentive when my car has been in service. If I haven’t heard from them (and they certainly are busy), he’ll contact them and ensure they get back to me. He’s a good advocate to have.
 

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Discussion Starter · #12 · (Edited)
I also leased from Westbury. I’ve been happy so far, though the place has its quirks. The “distance” from the dealer you got by using a leasing co. as the middleman may be working against you here. I haven’t needed much service, but my sales guy has always been attentive when my car has been in service. If I haven’t heard from them (and they certainly are busy), he’ll contact them and ensure they get back to me. He’s a good advocate to have.
Getting my car through the leasing company I guess takes away from a possible relationship a customer can form with a salesman, but that does not mean that a paying customer of a car can essentially be overlooked.The car was in the shop for 3 weeks, and the chief problem was never addressed. I never minded the wait for them to fix it, but the fact that they didn't fix it within a lengthy time frame does not represent their service department in a great light.

Also their quality of work is very shaky, as I found my battery cover not even fully put back into place. Perhaps Westbury service techs are trying to look at as many cars as possible, in as short of a time frame as possible, in order to increase the car turnover rate. I was told that there was only 1 tech that could look at the electronic issues.

I can almost stake my life on this scenario "tech plugs in lightning connector into iphone, apple carplay pops up, and says ok it works" instead of continuing to test whether every single time an iphone was plugged in, the option for car play comes up

I also called the service department on Friday, told the front desk lady that I wanted the manager to call me, and he never did. Alfa customer care has been great thus far and when my customer service rep was informed that the manager had not returned my call, she volunteered to reach out to the service department on my behalf.

I'm waiting to see how this gets sorted out
 

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I don't trust financial companies as much as car dealerships sometimes. The words "middle man" gives me the jibbies. The modern world is moving to seamless transactions with fewer middle-anything. Middle-whatever make sense only if the quality of lubrication provided is greater than the cost of service, which in this case it may be for the initial transaction, but depreciating-car-ownership(/leasing) is not a one time relationship.

I bought my first 3-cabrio in Scottadale, AZ. Fantastic dealership. I moved to Jersey and my car started giving me a circus run of issues. Every few days I was at the dealership for absolutely insane issues. Convertible top going up or down half way and sticking. LED tail lights dying for no reason. Squeaks and rattles popping up randomly. 10s if not 100s of issues. Short story, Open Road BMW would not give me a loaner car because I had not bought with them. It got frustrating after the first time and I started calling BMW HQ with an issue before calling any dealership for service, to ensure they had a talk with the dealership to arrange for a loaner for me. As I pointed out to them then, even the Hyundais were giving out unquestioned loaners and freebies (this was around 2005). Eventually I sold the car at the age of 34 months, at a loss, out of sheer frustration. But I didn't become smart, I went and bought another cabrio, and from Open Road. Long story short, the dealership made things stick when they wanted to.

I don't know what point I was trying to make when I started typing. Anyway. Damn old age....

It's a good way to distance yourself from dealerships and their shady practices because the leasing company is the middle man
 
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Don’t get me wrong, in no way does having used a leasing firm make this ok — my point was only that, unfortunately, you don’t have a potential advocate within the dealer. When service has been slow getting back to me, my salesman has followed up with them for me. Glad to hear Alfa Care has been responsive.
 

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I don't trust financial companies as much as car dealerships sometimes. The words "middle man" gives me the jibbies. The modern world is moving to seamless transactions with fewer middle-anything. Middle-whatever make sense only if the quality of lubrication provided is greater than the cost of service, which in this case it may be for the initial transaction, but depreciating-car-ownership(/leasing) is not a one time relationship.

I bought my first 3-cabrio in Scottadale, AZ. Fantastic dealership. I moved to Jersey and my car started giving me a circus run of issues. Every few days I was at the dealership for absolutely insane issues. Convertible top going up or down half way and sticking. LED tail lights dying for no reason. Squeaks and rattles popping up randomly. 10s if not 100s of issues. Short story, Open Road BMW would not give me a loaner car because I had not bought with them. It got frustrating after the first time and I started calling BMW HQ with an issue before calling any dealership for service, to ensure they had a talk with the dealership to arrange for a loaner for me. As I pointed out to them then, even the Hyundais were giving out unquestioned loaners and freebies (this was around 2005). Eventually I sold the car at the age of 34 months, at a loss, out of sheer frustration. But I didn't become smart, I went and bought another cabrio, and from Open Road. Long story short, the dealership made things stick when they wanted to.

I don't know what point I was trying to make when I started typing. Anyway. Damn old age....
I agree’ as I leased my car directly through this dealer and was pleasantly surprised at how well I was treated. Ken, Mike and Dena made the deal for me and I don’t regret it for a moment.
 

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Discussion Starter · #16 ·
@Theo good to hear you had a great experience at Westbury. I guess, I just haven't been as lucky with their service department.

Seems like there is no end in sight either
 

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My car is from Westbury, through a leasing company as well.

I tried to schedule my 10k oil change with them. I was told there are no Alfa techs available on saturdays or sundays. I don’t know why a normal lube tech can’t perform the oil change. This is a joke compared to BMW of Freeport service (which isn’t amazing either)
 

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Discussion Starter · #18 ·
@jaylall I'm beginning to think Westbury Alfa is good at selling cars, but not great at making sure the cars run as well as they're supposed to.

If possible, steer clear of going to westbury and take your alfa somewhere else. There's apparently a somewhat new dealer called Gold Coast Alfa (near Bayshore) which may be able to help you out. The only issue with them is they are only open from 8:30 to 5:30 and I think they are closed on weekends.
 

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Discussion Starter · #19 ·
Update: The service manager called me yesterday, instead of trying to find a solution he opted to ask me if I had gotten a loaner from westbury, and said that technically since I got the car via a third party (leasing company) I technically should not be getting a loaner.

At this point, it's pretty clear that Westbury Alfa is not concerned about fixing the Apple carplay issue in a timely and convenient fashion for me. Think I'll be forced to take my car to alfa romeo manhattan and just rent a car and be reimbursed.
 

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and said that technically since I got the car via a third party (leasing company) I technically should not be getting a loaner
This is the same bogus BS the Open Road dealerships (especially BMW) use in NJ. I realize the internet and comparative information avalanche is squeezing any light of day and profit out of dealers pockets, but this is obviously no way to treat a customer, even an indirect or future customer. I live in NJ (work mostly in CA, or Taiwan), and I bought my car at Faulkner Maserati-Alfa in Mechanicsburg, PA. They knew they were giving me a cut to the bone deal and they knew I lived far away enough to not likely bring the car in for service, but the dealership is still regularly in touch with me to make sure life is going on alright and I'm happy with my ride. It takes few pennies and few moments for a company to do the right thing. It is just completely odd that people in sales and service do not go with some simple rules of engagement. If you hate your job so much, this is a decent economy with rock bottom unemployment, go work somewhere else, or if you are truly having that one bad day, come back and make things right.
 
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