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marli+2

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Reply with quote  #1 
My Fiat ducato base vehicle has a known problem with the speedo and rev counter not being lit during daylight, not normally a problem but the cowl over them is so big it blocks daylight and makes them difficult to read at a glance.
Fiat after much prevaricating now agree to do a free software update which switches those lights on permanently, it is apparently a twenty to thirty minute job for a Fiat Professional dealer.

So I rang Fiat Professional and spoke to a lovely lady who authorised the work and told me to book it in at a local FP dealer, which I did, explaining what was needed.
I took it in today, 25 miles away and was told sorry, we only have two technicians able to do the work, one is out and the other is on holiday, we can run you home and then deliver the motorhome when we have done the work!!!!!
I asked very politely why they had not rung me and told me once they knew they couldnt do the work and was told we didn't realise they wouldnt be able to.
We ended up disagreeing very strongly about their fitness to be a service department and to me the obvious lie about a major Fiat commercal dealer only having two competent technicians to do a software update.
The problem now of course is my local dealer and I have fallen out big time, I have complained to Fiat Professional but have no intention of revisiting that dealer ever.
As an aside I spent most of my career in a technical department repairing financial institutions  computer equipment and was the National operations manager for the last 10 years so I know a little about Customer Service delivery and they failed abysmally.
So rant over, I am feeling calmer now and soon will be able to go and play with my new Android tablet which arrived a day earlier than expected, thats Customer Service exceeding expectations rather than the other way round!

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Woody

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Reply with quote  #2 
I am aghast Greg. - What a fiasco!

When we took our van in to our nearest Fiat Professional Dealer last week they were ultra-efficient. - We arrived early, (booking made the week before), and expected to wait for our slot in half an hours time. The garage was busy, but a chap appeared about 10 minutes later, ran all the checks through his computer, inspected our oil and its levels, (ours was a problem with the oil light coming on), and forty five minutes later we were on our way......with a bill of £42.20 paid. - We thought that was good for all the checks he did. We would use them again. I only wish they we nearer home. (An hour and a half away).

It just goes to show the difference in standards of Customer Service, even within the same dealerships.


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Auto Trail Frontier - Mohawk.

 Exmoor.
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GB584

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Reply with quote  #3 
Mistakes happen and things go wrong but it's the service recovery that counts. Such a shame when the provider just doesn't get it and starts to argue their point or tries to fob you off with BS!

It's such an easy thing to get right but so many companies just don't get it. Hope you get your van sorted out elsewhere.



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Terry

Vehicle:-       Laika H680 Ecovip

Location:-     Norfolk

My book Don't Treat the Joke as a Job now available on Kindle.

http://www.amazon.co.uk/Dont-Treat-Joke-as-Job-ebook/product-reviews/B01601AZY8
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roadrunner

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Reply with quote  #4 
Thank goodness i fix and do all my own work then only myself to blame if things go wrong which is seldom thank heavens.
I also dont like the new stuff with software & brains etc as its all gigery pokery in my eyes.

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Self build iveco 59-12 iris bus,Co Antrim
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primus

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Reply with quote  #5 
I find most repair or service technicians (They where mechanics when I where a lad) Fix one fault but create more than they fix.
Dealers. Garages. So called dedicated motorhome/caravan specialists. Not worth bothering with.
Do it yourself if possible or build up a good relationship with a small independent to do the things you cant.  

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Primus. [wave]

Mansfield. Notts.

Autocruise Wentworth.
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marli+2

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Reply with quote  #6 
I agree with just about everything that has been said above, in particular the comment about how they deal with the problem once it has happened and that is where they failed badly.

It is not an essential update and I will add it to the list of jobs to be done when it goes in for its service in due course.
Thanks for the comments, hope nothing similar happens to anyone on this forum and motorhomers in general.

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