Why????????????????
Discussion
Why when we get good service from an Aston dealer are we allowed to discuss on forum, but when I post a topic on atrocious customer service from a main dealer down South west the topic is removed.
Surely to be told by an Aston Martin main dealer sales manager "We don`t come to you asking for money back if we find something wrong with your part exchange so don`t come back to us if your car has an issue" is worth highlighting.
Don`t think I will be going back to spend my tens of thousands with them again!!!Does make you wonder what Maserati or Ferrari would be like.
ps I did get my original post removed as it may have had stronger content but it was truthful and that can sometimes be hurtful.
I cannot fault how great he has been in helping me restore my faith in the brand.
Surely to be told by an Aston Martin main dealer sales manager "We don`t come to you asking for money back if we find something wrong with your part exchange so don`t come back to us if your car has an issue" is worth highlighting.
Don`t think I will be going back to spend my tens of thousands with them again!!!Does make you wonder what Maserati or Ferrari would be like.
ps I did get my original post removed as it may have had stronger content but it was truthful and that can sometimes be hurtful.
- *****Please now see my post titled "Praise due to Grange Exeter".**********
I cannot fault how great he has been in helping me restore my faith in the brand.
Edited by tarks63 on Tuesday 21st May 13:30
Edited by tarks63 on Tuesday 21st May 13:31
Edited by tarks63 on Tuesday 21st May 13:32
Not sure what the content was but if you give it a series of chronological facts and no emotion or judgement comments, leaving it for the reader to decide whether it is a good working practice or not, then it may remain on the forum?
Personally I like to be able to read honest reviews of service as it helps me decide about where to spend my money. There is nothing to stop said sales manager coming on and putting their side on the post after all.
PH may have a different view of course!
Personally I like to be able to read honest reviews of service as it helps me decide about where to spend my money. There is nothing to stop said sales manager coming on and putting their side on the post after all.
PH may have a different view of course!
paddy328 said:
What's wrong with your new motor mate?
Hi Francis, Hope you have been hot and sweaty...from a work point of view that is.
Picked the car up and AM module not working,dashboard leather trim shrunk so lifted,TPMS warning light on permanent (had got them to swop to those easy to clean alloys and Stratstones sorted out the problem in errrr.....10 mins),paint bubbling, damaged grill(needs replacing and sister garage in Welwyn quoted £1200 to fix) etc.
Now you could say I should of picked those things up on collection but I bought the car unseen, as i am used to cars being prepared to a certain Aston standard and actually collect at 17.30 on a Friday evening in the rain.
I will pay to get it into the condition it should of been given to me in my opinion as you know I am very anal and cannot live with a car that is not 100% perfect.It was just the attitude of.... we don`t come to you if we have any problems on your part ex so don`t come back to us.What do you expect it is a 2008 car.
I am normally very amicable and forgiving but that Guy really p**sed me off.
martinvantage said:
Perhaps you could list the issues without naming the dealer. Initials will help. There are not many franchised dealers in the south west. We all admire great service and share those experiences to balance things out.
There is only one in the South West so not difficult to guess which one - no need to name them to get. The person who did the tread on AM Reading has got some very critical responses without it being pulled?IanV12VR said:
There is only one in the South West so not difficult to guess which one - no need to name them to get. The person who did the tread on AM Reading has got some very critical responses without it being pulled?
Thats what made me start this topic is hearing what Steve has gone through.I think it is pretty easy to work out which dealer is involved but email me if you can`t work it out.
No idea who the dealer is but I bought form Stratstone in Wilmslow and 100% of anything i found post delivery was rectified.
It then went to Stratstone in Park Royal for a few odds and sods ( all FOC) and they found some other issues which they corrected and billed to Wilmslow.
Cant fault them.
It then went to Stratstone in Park Royal for a few odds and sods ( all FOC) and they found some other issues which they corrected and billed to Wilmslow.
Cant fault them.
tarks63 said:
...I buy them doughnuts, treat the Guys nicely and have been a loyal customer for a number of years who doesn’t give them any crap and in return they look after me.
I remember in a recent post, you said this about your dealer or are you talking about a different one? If it isn’t, I’m sorry to hear it. Bang goes the ‘doughnut’ strategy for my next service.
Sorry to hear about your experiences in the South West. You also mentioned the location north of London and I have had nothing but great service from them, even when things have gone wrong and I have not been particularly happy. Always a reasoned resolution.
It does seem strange that dealers within the same group would not ensure that customer service across all of them is identical in the way it is provided. I would have to assume that they all operate autonomously and it is down to the quality of the individuals.
It does seem strange that dealers within the same group would not ensure that customer service across all of them is identical in the way it is provided. I would have to assume that they all operate autonomously and it is down to the quality of the individuals.
Edited by v8woollie on Monday 20th May 09:48
Gibberish said:
I remember in a recent post, you said this about your dealer or are you talking about a different one?
If it isn’t, I’m sorry to hear it. Bang goes the ‘doughnut’ strategy for my next service.
The doughnut guys are the guys that picked it up and are trying to help me out.If it isn’t, I’m sorry to hear it. Bang goes the ‘doughnut’ strategy for my next service.
Potential cost for everything is around £2500.
The supplying dealer is in the Exeter area
Sorry to hear that mate. Yours isn't the first and won't be the last where the car was collected in the rain or gloom and issues have been found later on. Some of the condition I see these cars in recently after purchase from a stealer, is inexcusable.
Bet you wish you had stayed with the black one now.
I'm all good thanks. Just doing my best to keep the nations Astons looking shiny.
Bet you wish you had stayed with the black one now.
I'm all good thanks. Just doing my best to keep the nations Astons looking shiny.
So a car from an Aston dealer needs £2500 spending on it?
Sale of goods act, just write now recorded delivery rejecting the vehicle. Less than 6 months it is down to them to correct or prove it is not faulty.
Finally is the car not warranted? This wont cover everything but £2500 is a chunk of change and something must be warranty covered in that lot.
Sale of goods act, just write now recorded delivery rejecting the vehicle. Less than 6 months it is down to them to correct or prove it is not faulty.
Finally is the car not warranted? This wont cover everything but £2500 is a chunk of change and something must be warranty covered in that lot.
jeremydb9 said:
So a car from an Aston dealer needs £2500 spending on it?
Sale of goods act, just write now recorded delivery rejecting the vehicle. Less than 6 months it is down to them to correct or prove it is not faulty.
Finally is the car not warranted? This wont cover everything but £2500 is a chunk of change and something must be warranty covered in that lot.
Paint £1000 with a £250 Aston contribution....grill £1200, upper dashboard trim £204 free fitting offered by Stratstones. Am module done by Stratstones under warranty while they were fixing the TPMS.Sale of goods act, just write now recorded delivery rejecting the vehicle. Less than 6 months it is down to them to correct or prove it is not faulty.
Finally is the car not warranted? This wont cover everything but £2500 is a chunk of change and something must be warranty covered in that lot.
LED door handles done under warranty by Grange Welwyn while trying to see what contribution would be done by supplying dealer of which there was none...(even Welwyn said they would not release a car with all of those faults and Paul was as helpful as he could be)
I may well email this forum topic to the dealer principle or would that pushing it too far?
tarks63 said:
I may well email this forum topic to the dealer principle or would that pushing it too far?
This is your best option. I know it can often be liberating to write down how one feels and share it with the group, but personally I would have done it after having spoken to the dealer principal. If the situation does not change then what has been said is all still valid, but if you get some satisfactory resolution from the dealer principal the you could also share that too.Whatever the outcome, as part of a group where the standards of customer service seem to vary quite dramatically, I think someone higher up the chain needs to take a look at the organisation and try and standardise on the high level of service being provided in at least one and probably two out of the three locations.
tarks63 said:
I may well email this forum topic to the dealer principle or would that pushing it too far?
I am very sorry to read about your disappointing start with Aston Martin ownership, and the subsequent negative response by the dealer.Surprised that you bought unseen, but hey ho.
My plan of action would be, first to put the situation in writing to the dealer principal.
If no joy with that, then I would go straight to the top man. When making such contact I always keep it very polite, because your initial rebuff might have been with an employee who has 'gone native'.
I do not know, because you have not named the dealer, but this gentleman might be someone to write to.
Mark Lavery, Chief Executive Officer, Cambria Automobiles PLC
'Mark has over 20 years automotive retail experience and is considered to be a highly experienced executive from the automotive dealership sector. He was the Group Operations Director of Hartwell PLC from 2001 to 2003, an Operations Board Director of Reg Vardy PLC from 2003 to 2004 and became the founder and CEO of Cambria in 2006.'
It is a quoted company. Mark and Nicola Lavery are shown as owning 40%.
Good luck.
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