My meeting with Aston Martin's UK After Sales Manager
Discussion
I had a meeting this morning with Paul Collett, Aston Martin UK After Sales Manager.
PC was accompanied by a senior Works Service engineer and the 2 of them gave 3 hours of their time to go through my 19 point list of issues with our June 2013 registered Vantage S.
I wouldn't wish to bore you with all the details (and it would be indiscreet to do so) but they patiently listened and agreed that the points raised were inexcusable and should have been spotted before the vehicle left Gaydon. In some cases, we agreed, that the dealership was also at fault for failing to correct problems which Bamford Rose then went on to put right: vibration from the front wheels, pulling to the left, and the tailgate fit, for instance.
I was keen to make them aware that we know many others here who have experienced similar problems with recently registered cars and, for what its worth, AM are definitely aware of Pistonheads (PC often checks up on us himself) and agree that it probably has more influence now than the AMOC.
PC knows that Aston really need to fix their internal problems because their QC is being slated and we, their customer base, need reassurance. Lets hope we get it.
PC was accompanied by a senior Works Service engineer and the 2 of them gave 3 hours of their time to go through my 19 point list of issues with our June 2013 registered Vantage S.
I wouldn't wish to bore you with all the details (and it would be indiscreet to do so) but they patiently listened and agreed that the points raised were inexcusable and should have been spotted before the vehicle left Gaydon. In some cases, we agreed, that the dealership was also at fault for failing to correct problems which Bamford Rose then went on to put right: vibration from the front wheels, pulling to the left, and the tailgate fit, for instance.
I was keen to make them aware that we know many others here who have experienced similar problems with recently registered cars and, for what its worth, AM are definitely aware of Pistonheads (PC often checks up on us himself) and agree that it probably has more influence now than the AMOC.
PC knows that Aston really need to fix their internal problems because their QC is being slated and we, their customer base, need reassurance. Lets hope we get it.
Nice one Rob,
Thanks for the update,funnily enough PC was put in the frame to meet me only this week as I've unfortunately had to escalate
my grievances shall we say.
It would be interesting to know a little more if I may impose by PM as I can see myself going down the same street,my list is
for ever getting longer and my frustration is mounting as my car is still MIA.
Interestingly you say PC is aware of PH,so presumably he's aware of the a mount of discontent and lack of confidence that is currently
abound,pity then there seems to be so little positive action going on toward rectifying the situation.
Maybe in house eyebrows are being raised as the bean counters take their toll,but for me now its just not acceptable from one of the
World's leading brands that they can accept themselves that sub standard products are leaving the factory.
How long will it be before something nasty or even tragic happens just because something wasn't checked or something was left
as it is at PDI.
Once it leaves the factory surely someone at these Dealerships should be flagging these things up rather than just,shall we say leave
it as is and let the unsuspecting Customer have the grief of it...........totally unacceptable in my book and thats exactly what I shall be forced
into telling them.
How many lost orders have come about from potential clients reading these negative PH threads,quite a few I would think and how piss
poor is it that the forum has been over run with this negativity rather than us loyal and enthusiastic owners singing the praise of our cars
and the virtues of Aston Martin.
Come on PC if you can sort it please do so before you totally lose the faith of your loyal congregation and I for one will look forward to meeting you
and hearing WTF has gone wrong.
Thanks for the update,funnily enough PC was put in the frame to meet me only this week as I've unfortunately had to escalate
my grievances shall we say.
It would be interesting to know a little more if I may impose by PM as I can see myself going down the same street,my list is
for ever getting longer and my frustration is mounting as my car is still MIA.
Interestingly you say PC is aware of PH,so presumably he's aware of the a mount of discontent and lack of confidence that is currently
abound,pity then there seems to be so little positive action going on toward rectifying the situation.
Maybe in house eyebrows are being raised as the bean counters take their toll,but for me now its just not acceptable from one of the
World's leading brands that they can accept themselves that sub standard products are leaving the factory.
How long will it be before something nasty or even tragic happens just because something wasn't checked or something was left
as it is at PDI.
Once it leaves the factory surely someone at these Dealerships should be flagging these things up rather than just,shall we say leave
it as is and let the unsuspecting Customer have the grief of it...........totally unacceptable in my book and thats exactly what I shall be forced
into telling them.
How many lost orders have come about from potential clients reading these negative PH threads,quite a few I would think and how piss
poor is it that the forum has been over run with this negativity rather than us loyal and enthusiastic owners singing the praise of our cars
and the virtues of Aston Martin.
Come on PC if you can sort it please do so before you totally lose the faith of your loyal congregation and I for one will look forward to meeting you
and hearing WTF has gone wrong.
Edited by Ed50 on Tuesday 1st October 19:09
Edited by Ed50 on Wednesday 2nd October 09:28
Edited by Ed50 on Wednesday 2nd October 09:29
I like the fact that they read the PH forums, show's they actually care what customers think.
I do think you get a bit of a negative impression if you read the forums because people rarely post to say "I put my car in for service, and everything was exactly as I expected it", not surprising, because it's dull! My experience has been fine, not spectacular, but certainly nothing to complain about.
That said, Rob's experience, and that of a few others was really not OK, but very glad AML listened you.
I do think you get a bit of a negative impression if you read the forums because people rarely post to say "I put my car in for service, and everything was exactly as I expected it", not surprising, because it's dull! My experience has been fine, not spectacular, but certainly nothing to complain about.
That said, Rob's experience, and that of a few others was really not OK, but very glad AML listened you.
Listening is the easy part. Taking action would speak volumes. For example, why should my dealer have to stop my front wheel vibration from happening when a) they do not have the proper balancing machine and the factory has two of them, and b) it should have been checked for as part of the factory sign-off process as it is a known issue with CCMs and there is a service bulletin out for it. Same with my misaligned passenger door window and nosiy power steering. Unbelievable that these got through QA.
Perhaps the factory should offer the owners to bring their cars back to the factory to be rectified rather than shift the responsibilities to the dealers.
Perhaps the factory should offer the owners to bring their cars back to the factory to be rectified rather than shift the responsibilities to the dealers.
Ed50 said:
Nice one Rob,
Thanks for the update,funnily enough PC was put in the frame to meet me only this week as I've unfortunately had to escalate
my grievances shall we say.
Interestingly you say PC is aware of PH,so presumably he's aware of the a mount of discontent and lack of confidence that is currently
abound,pity then there seems to be so little positive action going on toward rectifying the situation.
Come on PC if you can sort it please do so before you totally lose the faith of your loyal congregation and I for one will look forward to meeting you
and hearing WTF has gone wrong.
PC was the guy who adequately "managed" the issues with my car as wellThanks for the update,funnily enough PC was put in the frame to meet me only this week as I've unfortunately had to escalate
my grievances shall we say.
Interestingly you say PC is aware of PH,so presumably he's aware of the a mount of discontent and lack of confidence that is currently
abound,pity then there seems to be so little positive action going on toward rectifying the situation.
Come on PC if you can sort it please do so before you totally lose the faith of your loyal congregation and I for one will look forward to meeting you
and hearing WTF has gone wrong.
If they are serious they need to follow up when they have taken action to ensure the car is fixed and the faith restored
Cockernee said:
Good to know Rob, this is the voice of their customers and future customers, let us hope that they take heed 
Believe me they are reading what we post. They are listening , they do realise that they have problems. We are their customer base, the people who are in a position to purchase another new Aston Martin. After today's meeting I do honestly feel somewhat re-assured. Maybe it is time for the factory to remove the cost cutting accountants and install marketing teams that are aware of their live customers , listen to their gripes , put their house in order and start building cars that aspirational buyers will aspire to . Perhaps best summed up by saying that this is my first (June 2013 DB9.2) and am 99% certain my last AM. I'm already, as I tend to do these days, lining up a new car for next year; and it isn't an Aston. Happy enough with aftersales approach and support, but the type of issues I have had are (a) far too many for a brand new car costing this much, and (b) verging on the blatantly obvious - which should have been dealt with by the man in the white gloves and not left for my dealer to sort out later.
I love the car - though have 2 weeks off from driving following an operation (can't wait to get back in it) - but it's sadly a lot closer to a TVR than I had expected. I expect lumpy trim, dodgy front wheel balance, noisy steering wheel, failed wheel bearing and fast-wearing seats in a 20k Fiesta ST, but not in a 6 figure handbuilt supercar.
Dealer has sorted it all out, but that has still meant unnecessary days off the road.
I've always voted with my feet. Only ever had 2 marques back to back - 2 Renaults and (a lot later down the line) 4 consecutive BMWs; all brand new, so can't use age as an issue.
It's a real shame. My brother's DB5 has less wrong with it.......
I love the car - though have 2 weeks off from driving following an operation (can't wait to get back in it) - but it's sadly a lot closer to a TVR than I had expected. I expect lumpy trim, dodgy front wheel balance, noisy steering wheel, failed wheel bearing and fast-wearing seats in a 20k Fiesta ST, but not in a 6 figure handbuilt supercar.
Dealer has sorted it all out, but that has still meant unnecessary days off the road.
I've always voted with my feet. Only ever had 2 marques back to back - 2 Renaults and (a lot later down the line) 4 consecutive BMWs; all brand new, so can't use age as an issue.
It's a real shame. My brother's DB5 has less wrong with it.......
Well done Rob!
It seems to me that a huge amount could be achieved by just doing QC properly. How on earth can someone let a car out with for instance a hood that won't close by 10"? Are these people blind? Should they continue to be employed?
The PDI should back up the factory final inspection as a catchall. At least Stratstone Cardiff did their job on my car.
This is all beyond belief!
It seems to me that a huge amount could be achieved by just doing QC properly. How on earth can someone let a car out with for instance a hood that won't close by 10"? Are these people blind? Should they continue to be employed?
The PDI should back up the factory final inspection as a catchall. At least Stratstone Cardiff did their job on my car.
This is all beyond belief!
snipez999 said:
Happy enough with aftersales approach and support, but the type of issues I have had are (a) far too many for a brand new car costing this much, and (b) verging on the blatantly obvious - which should have been dealt with by the man in the white gloves and not left for my dealer to sort out later.
Sadly I don't believe there is a man in white gloves anymore ... and that seems to be a large part of the problem. Back in the Newport Pagnell days I understand that quality control really meant something with every aspect of the car signed off by a real person who cared about standards and the end result was a car that exceeded the customer's expectations rather than falling short of them. Sorry to hear you have lost faith in the brand Snipez. We came close but have come back from the edge. The trouble is we can't think of another badge that would make us feel the way our Aston does - that and the bond with the bunch of idiots that inhabit this forum
A colleague of mine has owned his MY 2012 very high spec V8 Vantage since Nov last year.
His list of faults is long and many common issues that appear here regularly (i.e. paint bubbles)
He has vowed NEVER to buy an AM again after his last problem detailed below.
He was driving along the motorway and started to exit on a slip road, as he exited on the slip road the engine cut out.
luckily it was very early in the morning and the slip road was quite, he avoided crashing into the road signage as he ground to a halt.
Poor QA is indeed a problem at AM, but this was a serious safety issue
His list of faults is long and many common issues that appear here regularly (i.e. paint bubbles)
He has vowed NEVER to buy an AM again after his last problem detailed below.
He was driving along the motorway and started to exit on a slip road, as he exited on the slip road the engine cut out.
luckily it was very early in the morning and the slip road was quite, he avoided crashing into the road signage as he ground to a halt.
Poor QA is indeed a problem at AM, but this was a serious safety issue
MollyGTi said:
snipez999 said:
Happy enough with aftersales approach and support, but the type of issues I have had are (a) far too many for a brand new car costing this much, and (b) verging on the blatantly obvious - which should have been dealt with by the man in the white gloves and not left for my dealer to sort out later.
Sadly I don't believe there is a man in white gloves anymore ... and that seems to be a large part of the problem. Back in the Newport Pagnell days I understand that quality control really meant something with every aspect of the car signed off by a real person who cared about standards and the end result was a car that exceeded the customer's expectations rather than falling short of them. Sorry to hear you have lost faith in the brand Snipez. We came close but have come back from the edge. The trouble is we can't think of another badge that would make us feel the way our Aston does - that and the bond with the bunch of idiots that inhabit this forum
Guycord said:
Good.
Then if they are reading this - I would add that the sealed for life (apart from moisture) headlight units and their replacement cost if just one of the X number of LED units in the sidelight cluster should fail is truly appalling from a customer perspective.
I was thinking the same...but about the shoddy quality of their paintwork and the half hearted gestures to address them Then if they are reading this - I would add that the sealed for life (apart from moisture) headlight units and their replacement cost if just one of the X number of LED units in the sidelight cluster should fail is truly appalling from a customer perspective.
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