Still The Worlds Worst Customer Service
Discussion
Went down to Maranello in Egham today, 10 years since I first bought from them. Wandered around for 10 minutes in a quiet showroom - more "salespeople" than customers, but still no one even thought of looking in my direction.
It reminded me why I've never bought anything else from these cretins. I realise many of these cars sell themselves to some degree, but is it any wonder they almost lost the Franchise a couple of years back. They're not much better at valuing cars either - there was a 575 Superamerica in there too - for £200k - which seems optimistic when £140k will be enough to buy one.
Nil points
It reminded me why I've never bought anything else from these cretins. I realise many of these cars sell themselves to some degree, but is it any wonder they almost lost the Franchise a couple of years back. They're not much better at valuing cars either - there was a 575 Superamerica in there too - for £200k - which seems optimistic when £140k will be enough to buy one.
Nil points
s Possibly, I'd certainly have done a deal on their 599 demo if its not pre-sold, but kind of tough to know if no one talks to you.
There are some much better dealers out there, but these guys were fat and lazy for years when they had the import franchise, have lost the odd good salesmen they had over the years, and will presumably now struggle given that they don't get the allocations they used to. Shame. Not.
There are some much better dealers out there, but these guys were fat and lazy for years when they had the import franchise, have lost the odd good salesmen they had over the years, and will presumably now struggle given that they don't get the allocations they used to. Shame. Not.
It amazes me how much people complain in this forum about poor customer service. Not because I think they're making a fuss, but because if you're buying a car from 60k to 200k+, you'd expect this to be the best customer service around. It seems to be mainly in this forum that I find these complaints, and it's shocking how these people expect to sell uber expensive cars when they have such crap customer service. Surely that is the very basis of having a successful dealership?
DeltaHedge said:
Went down to Maranello in Egham today, 10 years since I first bought from them. Wandered around for 10 minutes in a quiet showroom - more "salespeople" than customers, but still no one even thought of looking in my direction.
It reminded me why I've never bought anything else from these cretins. I realise many of these cars sell themselves to some degree, but is it any wonder they almost lost the Franchise a couple of years back. They're not much better at valuing cars either - there was a 575 Superamerica in there too - for £200k - which seems optimistic when £140k will be enough to buy one.
Nil points
It reminded me why I've never bought anything else from these cretins. I realise many of these cars sell themselves to some degree, but is it any wonder they almost lost the Franchise a couple of years back. They're not much better at valuing cars either - there was a 575 Superamerica in there too - for £200k - which seems optimistic when £140k will be enough to buy one.
Nil points
Well that's blown Ted's naming and shaming policy clean out of the water........
DeltaHedge said:
Possibly, I'd certainly have done a deal on their 599 demo if its not pre-sold, but kind of tough to know if no one talks to you.
There are some much better dealers out there, but these guys were fat and lazy for years when they had the import franchise, have lost the odd good salesmen they had over the years, and will presumably now struggle given that they don't get the allocations they used to. Shame. Not.
There are some much better dealers out there, but these guys were fat and lazy for years when they had the import franchise, have lost the odd good salesmen they had over the years, and will presumably now struggle given that they don't get the allocations they used to. Shame. Not.
I agree, but there are plenty of buyers around nowadays so unfortunately they won't be hit where it hurts (in the wallet) and I think they will continue to offer shoddy service!
I prefer to buy my cars over the phone or net if possible, I know it's not the best way, but it saves the hassle.
pwig said:
Why not ask one of them for help? 
I did say to the vaguely helpful receptionist (helpful in that at least she acknowledged my existence and asked if I wanted any help) that I'd like to talk to one of the salesmen.... but then as I said, ten minutes without any further contact, despite numerous salesmen around the place doing nothing.
Obviously it would have been hard for them and interrputed their day of staring into space to walk the five yards over to me and ask whether I wanted to look at/talk about anything.
Same experience myself! Was there last week looking to upgrade but when I approached a Ferrari guy for some help he said he'd be back in a bit but when I looked around he and some other chaps were ogling a WAG who's other half was buying a car! The irony was that the cars were better looking than the WAG!
Have to say tho when looking at the Quattroporte/Maser area, the service was a bit better as the chap (Paul IIRC) was a good chat and seemed like a bit of a petrolhead himself!
I have to agree that when buying a product that costs so much to buy and then so much to maintain, customer service should be paramount!
However, I also went to BMW this week who looked like they were vvvvvvvvvvv busy and again no one to help in the showroom, it seemed the guy that rang to help wasn't that bothered in finding me a car that I was after ie CSL. On the flip side, went to Audi, and the bugger doesn't stop phoning me! My missus now suspects I play on both sides considering how often he calls!
Have to say tho when looking at the Quattroporte/Maser area, the service was a bit better as the chap (Paul IIRC) was a good chat and seemed like a bit of a petrolhead himself!
I have to agree that when buying a product that costs so much to buy and then so much to maintain, customer service should be paramount!
However, I also went to BMW this week who looked like they were vvvvvvvvvvv busy and again no one to help in the showroom, it seemed the guy that rang to help wasn't that bothered in finding me a car that I was after ie CSL. On the flip side, went to Audi, and the bugger doesn't stop phoning me! My missus now suspects I play on both sides considering how often he calls!
My fave subject! Maranello's - what a complete shower of shite they are.
Can someone who knows them on here (there must be someone) please point them at this thread in the hope that someone down there actually does give a shit! (if it was my business I would be mortified to read this thread).
First experience: a few years back I was interested in a 996TT that they had in. I went up there, was pretty much ignored, then eventually some jumped up arse of a salesman lowered himself enough to talk to the pikey that had rolled up in 996C4S. He looked around my car, did an appraisal of it and said he would call me back with a trade in price...he never called, so I bought a car from an OPC instead.
Then we bought a new Maser GranSport from them early last year. The car was a disgrace, it broke down every 5 mins, bits kept falling off it etc (not their fault I know, but they treated us very badly through the whole experience) 2 new clutches, 2 gearboxes, faults all over the shop, drivers seat fell off its rails when accelerating hard one day etc. We rejected the car after just 5 months and they offered us £19k less than we had paid for it after just 7k miles and them having had it in their workshop for 9 weeks of the ownership experience (we offloaded the car elsewhere obviously)
Last Monday after a spot of lunch locally we meandered to them again (it was on the way home), only to be treated like a couple of mugs by yet another idiot. We were looking at a £134,950 Ferrari 612 Scag - seriously interested too. We asked the salesman what the best price he could do the car was for and he made a big thing about them only having £5-7k profit in each car and that this was eaten up in prepping them for the showroom anyway (I'm not fecking car dealer, but I know enough about the game to know that at this level car dealers have at least 5 figure margins in a car)...anyway he reluctantly agreed to go and see the big boss sales chap to see what he could do for us as a "one off because you have bought cars from us before".....he came back 5 mins later and offered us £950 off! - what a dickhead!...he may as well of come out and said "we think you two are a pairs of c**nts, and as such you can have £950 off this car"
Ho hum
Can someone who knows them on here (there must be someone) please point them at this thread in the hope that someone down there actually does give a shit! (if it was my business I would be mortified to read this thread).
First experience: a few years back I was interested in a 996TT that they had in. I went up there, was pretty much ignored, then eventually some jumped up arse of a salesman lowered himself enough to talk to the pikey that had rolled up in 996C4S. He looked around my car, did an appraisal of it and said he would call me back with a trade in price...he never called, so I bought a car from an OPC instead.
Then we bought a new Maser GranSport from them early last year. The car was a disgrace, it broke down every 5 mins, bits kept falling off it etc (not their fault I know, but they treated us very badly through the whole experience) 2 new clutches, 2 gearboxes, faults all over the shop, drivers seat fell off its rails when accelerating hard one day etc. We rejected the car after just 5 months and they offered us £19k less than we had paid for it after just 7k miles and them having had it in their workshop for 9 weeks of the ownership experience (we offloaded the car elsewhere obviously)
Last Monday after a spot of lunch locally we meandered to them again (it was on the way home), only to be treated like a couple of mugs by yet another idiot. We were looking at a £134,950 Ferrari 612 Scag - seriously interested too. We asked the salesman what the best price he could do the car was for and he made a big thing about them only having £5-7k profit in each car and that this was eaten up in prepping them for the showroom anyway (I'm not fecking car dealer, but I know enough about the game to know that at this level car dealers have at least 5 figure margins in a car)...anyway he reluctantly agreed to go and see the big boss sales chap to see what he could do for us as a "one off because you have bought cars from us before".....he came back 5 mins later and offered us £950 off! - what a dickhead!...he may as well of come out and said "we think you two are a pairs of c**nts, and as such you can have £950 off this car"
Ho hum
Must definitely be a Maranello problem and not a Ferrari problem. I went into the H.R Owen dealership on the Brompton road with a mate looking pretty scruffy and slightly hung over and we were given a tour of the whole showroom, including the McClaren F1 downstairs and coffee. We left grinning like Cheshire cats. Needless to say I am on my second purchase already!!
gammaman said:
Must definitely be a Maranello problem and not a Ferrari problem. I went into the H.R Owen dealership on the Brompton road with a mate looking pretty scruffy and slightly hung over and we were given a tour of the whole showroom, including the McClaren F1 downstairs and coffee. We left grinning like Cheshire cats. Needless to say I am on my second purchase already!!
I bought a 360 modena from them 23 years back. Tom the salesman @ Sevenoaks was excellent. I then had a few issues with the car after it had been serviced there ( I lost all my brakes on the way home from Egham to Norfolk!), contacted them to be told the brake manifold had cracked next to the bleed nipple but was not down to them - circa £400 please - I called Ferrari UK as I felt I was being unfairly treated. they were excellent. they gave me advice. they said Maranello MUST have touched the manifold to bleed the brakes on service. they told me to insist on the job be done FOC and if I got no joy to contact them. After relaying Ferrari UK's words Maranello did complete U turn and did job.
Since then I have nearly bought a Lambo Gallardo and a Murcielago from them but been put off by my experince. Now have Lambo Murcielago from Birmingham - excellent service/car.
Regards
Neil
You need to read the thread on fcars about their supposed organised event there one Sunday morning where 20-25 owners were to meet there for a look around and coffee and bacon sandwiches.
Despite it being organised with someone from there 2 monkeys who worked there turned up and basically told them all to fcuk off and stop blocking their car park which was for paying customers.
Resulted in the general manager posting a grovelling apology but there were some seiously pi££ed off owners.
Have to wonder what sort of person is in charge of the place.
Despite it being organised with someone from there 2 monkeys who worked there turned up and basically told them all to fcuk off and stop blocking their car park which was for paying customers.
Resulted in the general manager posting a grovelling apology but there were some seiously pi££ed off owners.
Have to wonder what sort of person is in charge of the place.
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