Main Dealers - experience
Discussion
Bought my V8 Vantage a couple of years back from an Aston main dealer - and had a bit of a mixed bag experience with them. Great when you are spending money - but less than enthusiastic when you have an issue.
To top it off - I put the vehicle into them for some work around christmas (vehicle now out of warranty) - and was informed that as well as the repair I needed doing (which is a whole other story) - the front grille on the vehicle was damaged and would cost £X hundred to replace.
The damage isn't that obvious if you don't know what to look for - but now I have seen it - it looks like the vehicle has lightly shunted a towbar or something - deforming the chrome grille. Neither me or my wife remember pranging the car - so the damage comes as a mystery.
I have just been going back over some old photos and found one I took of the vehicle whilst it was still on the forecourt before we bought it - and have noticed that the damage was present even then.
The vehicle went in quite a few times whilst under warranty and nothing was ever said. The first time the vehicle goes in out of warranty - the service centre notice the damage and suggest repair (at my expense).
Has anybody else had this type of thing happen. What are my chances of getting them to fix it given the elapsed time and warranty - or do I chalk it down to "Caveat emptor".
To top it off - I put the vehicle into them for some work around christmas (vehicle now out of warranty) - and was informed that as well as the repair I needed doing (which is a whole other story) - the front grille on the vehicle was damaged and would cost £X hundred to replace.
The damage isn't that obvious if you don't know what to look for - but now I have seen it - it looks like the vehicle has lightly shunted a towbar or something - deforming the chrome grille. Neither me or my wife remember pranging the car - so the damage comes as a mystery.
I have just been going back over some old photos and found one I took of the vehicle whilst it was still on the forecourt before we bought it - and have noticed that the damage was present even then.
The vehicle went in quite a few times whilst under warranty and nothing was ever said. The first time the vehicle goes in out of warranty - the service centre notice the damage and suggest repair (at my expense).
Has anybody else had this type of thing happen. What are my chances of getting them to fix it given the elapsed time and warranty - or do I chalk it down to "Caveat emptor".
Edited by Moonhawk on Thursday 16th July 22:17
jonesof63 said:
I feel that within the 'golden triangle' of Cheshire if one isn't immediately recognisable as some kind of sporting 'hero', soap star or cosmetics surgeon to the plastic pretenders, your money isn't good enough.
Yep - i'm getting that distinct impression too.The silly thing is - they are losing custom. We may be in the market for a V12 at some point in the near future after settling our V8V 3 years early - but i'd be loathed to go back to this particular dealer if they don't buck up.
I have fired an email to them to discuss my "grille" problem - lets see what they come back with - or if they even bother replying at all.
bomberh said:
Please, please do.....I would love to 1. Be fly on the wall when they read it and 2. see how they reply.
Go on you know you want to..great fun in deed.
Yep - whist he's at it - perhaps ask what their opinion of Nankang tyres are because Asdatyres.co.uk has a great deal on 235/40R19s at the moment - only £105 each Go on you know you want to..great fun in deed.
Sent an email direct to the sales person I bought the car from - then followed this up with one directly through the dealers feedback form on the website. Heard nothing.
Followed this up with a phone call today - and was told they will have to "investigate" and they'll get back to me next week. Given the tone of the person I spoke to - i'm not at all hopeful in getting a resolution on this.
Silly thing is - they are likely to lose a customer over their continued bad customer service. I test drove the V12 a couple of months back and was seriously considering an upgrade - but I am rapidly losing all confidence in this dealership (and the brand if i'm honest).
Given the decline in sales the company has been suffering - i'm surprised customer retention isn't one of their top priorities. As a car - the Vantage is fantastic and the test-drive/buying experience was quite good - but the dealers after sales and attitude when a customer is faced with a problem seems to be as bad as any of the main stream car dealers I have dealt with.
Followed this up with a phone call today - and was told they will have to "investigate" and they'll get back to me next week. Given the tone of the person I spoke to - i'm not at all hopeful in getting a resolution on this.
Silly thing is - they are likely to lose a customer over their continued bad customer service. I test drove the V12 a couple of months back and was seriously considering an upgrade - but I am rapidly losing all confidence in this dealership (and the brand if i'm honest).
Given the decline in sales the company has been suffering - i'm surprised customer retention isn't one of their top priorities. As a car - the Vantage is fantastic and the test-drive/buying experience was quite good - but the dealers after sales and attitude when a customer is faced with a problem seems to be as bad as any of the main stream car dealers I have dealt with.
Edited by Moonhawk on Wednesday 22 July 11:00
Looks like I may be having to make use of that address posted earlier. TBH I wasn't expecting the dealer to pay up, despite selling me a defective car - but after promising to "investigate and ring me back" - I have heard nothing. Pretty much the same experience as the last time I had a problem.
Funny thing is - I rang them a few months ago to get a settlement figure on the finance agreement on our V8 as we had quite a dramatic change in our financial situation and were in a position to buy our vehicle outright 3 years ahead of schedule - which we subsequently did. I had somebody ring me back within 5 minutes of that call inviting me in for a special test drive of the V12 with Aston's own drivers and offering to see if we were interested looking at an upgrade.
TBH after driving it I was seriously tempted - but i'm not going to spend another penny with a dealer who treats it's customers as cash cows when they are in a position to spend money - and with utter contempt when they have a problem.
Funny thing is - I rang them a few months ago to get a settlement figure on the finance agreement on our V8 as we had quite a dramatic change in our financial situation and were in a position to buy our vehicle outright 3 years ahead of schedule - which we subsequently did. I had somebody ring me back within 5 minutes of that call inviting me in for a special test drive of the V12 with Aston's own drivers and offering to see if we were interested looking at an upgrade.
TBH after driving it I was seriously tempted - but i'm not going to spend another penny with a dealer who treats it's customers as cash cows when they are in a position to spend money - and with utter contempt when they have a problem.
Ken Figenus said:
My Stratstones have gone above and beyond on my issue recently. I really think they care, even if they do get it wrong now and again. And it costs them.
I rang mine again today to give them the benefit of the doubt - two weeks after failing to receive a call back I was promised.Similar experience to before. After being passed from pillar to post a couple of times and being told by one person I spoke to "I don't see how this is Stratstone's problem", I was once again promised a call back - this time within 24 hours with a response/resolution.
Anyone want to suggest odds on me getting a favourable outcome.......or even said phonecall?
Edited by Moonhawk on Monday 10th August 22:50
Well......here's a turn up for the books. I'll have to eat my words somewhat.
After the last phone call, I was contacted by the dealer and asked for the photographic evidence showing the damage to the grille prior to my purchase, which I promptly sent. Couple of days later they contacted me again and agreed to replace the grille at their expense.
Whilst i'm not happy with the initial run around I was given - they do appear to have come good.
After the last phone call, I was contacted by the dealer and asked for the photographic evidence showing the damage to the grille prior to my purchase, which I promptly sent. Couple of days later they contacted me again and agreed to replace the grille at their expense.
Whilst i'm not happy with the initial run around I was given - they do appear to have come good.
Gassing Station | Aston Martin | Top of Page | What's New | My Stuff