Amersham Aston Martin - an ugly duckling turns into a Swan
Discussion
I would like to express my sincere thanks to Stratsone Aston in Amersham, as although my supercar ownership experience started a little ‘shakey’, I would like to congratulate AM Amersham in their professionalism in restoring my faith in not only the AM brand but also the dealership concerned.
I was recently fortunate to be in a position of being able to buy the car of my dreams which I had, like so many of you, longed for since an early age, and, after several months of searching I literally ‘dropped’ on one at my local AM dealership – a 2005 MY Graphite Grey, black leather, Clear lights, 30K on the clock etc etc. When I say drop on, the car itself was only in for a service but the owner was considering selling up, and after a few days of negotiations, a price was agreed on and the deal was done!!
I was then told that the car had to be collected by the 30th October as it had to be in that month’s sales figure, and, after several emails, and guarantees that the car would be fine for collection as there was a delay in getting it from the original owner as he had gone on holiday and had agreed to complete the sale on his return, I agreed and sent them the required amount of money and collected the car.
On collection, it was noted that the alloy wheels had not been refurbished as originally agreed, but these would be done at a mutually convenient time at a later date, but as I had just given them a small fortune I wanted to have the car as my girlfriend and I were having a weekend in the Cotswolds and I wanted to take my new pride and joy.
Within 48 hours of ownership I realised that the car was by no means ready for me to collect, and I called the dealership on the Monday morning and sent them an itemised email listing 14 separate issues with the car which ‘should’ have been addressed prior to me collecting it as agreed at time of purchase but had clearly not even been looked at (these were not major faults as the previous owner had looked after her very well and was a credit too him, but I have very high standards and if your purchasing from a main dealer, your prepared to pay the extra as you expect that little extra).
My initial experience of Aston ownership was therefore very disappointing as I had expected the whole process of buying such a premium brand would have been a whirlwind of excitement but NO and I was starting to wonder if I had done the right thing let alone the disappointment!!!!
HOWEVER……
Following my email and conversation with the salesman (Chris – a true gentleman and asset to AM), It was agreed that AM Aston would collect the car and endeavour to put all the things listed correct, and as I had been corresponding with then newly appointed dealer principle, Mr David Topham , I gladly released the keys.
Since that point, David Topham and his Service Team Leader (new term for Service Manager apparently) Mr Neil Hamilton have both been more than forthcoming in helping to resolve the issues that I have had, and they have both gone that extra mile to ensure that my vehicle is at, if not above, the standards you would expect when purchasing a prestigious brand from a main dealer.
The length of time that my vehicle has been with them was almost 2 weeks, but they were adamant that they would not release the car to me unless it was 110%. I have today collected the car and she is now as you would expect from a main dealer, if not a little better than expected (and I have VERY high standards), and my faith has been restored.
On collection, I did comment that the attempted removal of the stone chips on the O/S rear wheel arch ( a common fault) was not quite as good as I would have liked for which the response was ‘not a problem, bring her back in when you can and we’ll have another go’ – now I’m starting to be very impressed with the attitude to customer service!!!!
I am also aware from emails that I have had from a few fellow PH members, that the service other people have received from AM in Amersham has been somewhat lacking in the past and my original case is by no means unique, but Stratstone AM were fully aware of these failings in customer satisfaction and they have taken radical steps to improve the situation including relieving some members of staff of their duties.
I would like to thank ALL the people that I have dealt with in relation to my vehicle at Amersham AM as although my Aston ownership got off to a rather poor and disappointing start, I am now a very happy Astonaught and will boldly go anywhere with Fuse 22 removed…………
I have also learnt that 2 of my fellow forum members that have had issues in the 'boot' department (I thought they just needed a cream), have both been promised that they will get the issues resolved and one is currently having a new boot fitted under warranty!!!!
They say praise is not forthcoming, but in this instance it is truly justified.
I was recently fortunate to be in a position of being able to buy the car of my dreams which I had, like so many of you, longed for since an early age, and, after several months of searching I literally ‘dropped’ on one at my local AM dealership – a 2005 MY Graphite Grey, black leather, Clear lights, 30K on the clock etc etc. When I say drop on, the car itself was only in for a service but the owner was considering selling up, and after a few days of negotiations, a price was agreed on and the deal was done!!
I was then told that the car had to be collected by the 30th October as it had to be in that month’s sales figure, and, after several emails, and guarantees that the car would be fine for collection as there was a delay in getting it from the original owner as he had gone on holiday and had agreed to complete the sale on his return, I agreed and sent them the required amount of money and collected the car.
On collection, it was noted that the alloy wheels had not been refurbished as originally agreed, but these would be done at a mutually convenient time at a later date, but as I had just given them a small fortune I wanted to have the car as my girlfriend and I were having a weekend in the Cotswolds and I wanted to take my new pride and joy.
Within 48 hours of ownership I realised that the car was by no means ready for me to collect, and I called the dealership on the Monday morning and sent them an itemised email listing 14 separate issues with the car which ‘should’ have been addressed prior to me collecting it as agreed at time of purchase but had clearly not even been looked at (these were not major faults as the previous owner had looked after her very well and was a credit too him, but I have very high standards and if your purchasing from a main dealer, your prepared to pay the extra as you expect that little extra).
My initial experience of Aston ownership was therefore very disappointing as I had expected the whole process of buying such a premium brand would have been a whirlwind of excitement but NO and I was starting to wonder if I had done the right thing let alone the disappointment!!!!
HOWEVER……
Following my email and conversation with the salesman (Chris – a true gentleman and asset to AM), It was agreed that AM Aston would collect the car and endeavour to put all the things listed correct, and as I had been corresponding with then newly appointed dealer principle, Mr David Topham , I gladly released the keys.
Since that point, David Topham and his Service Team Leader (new term for Service Manager apparently) Mr Neil Hamilton have both been more than forthcoming in helping to resolve the issues that I have had, and they have both gone that extra mile to ensure that my vehicle is at, if not above, the standards you would expect when purchasing a prestigious brand from a main dealer.
The length of time that my vehicle has been with them was almost 2 weeks, but they were adamant that they would not release the car to me unless it was 110%. I have today collected the car and she is now as you would expect from a main dealer, if not a little better than expected (and I have VERY high standards), and my faith has been restored.
On collection, I did comment that the attempted removal of the stone chips on the O/S rear wheel arch ( a common fault) was not quite as good as I would have liked for which the response was ‘not a problem, bring her back in when you can and we’ll have another go’ – now I’m starting to be very impressed with the attitude to customer service!!!!
I am also aware from emails that I have had from a few fellow PH members, that the service other people have received from AM in Amersham has been somewhat lacking in the past and my original case is by no means unique, but Stratstone AM were fully aware of these failings in customer satisfaction and they have taken radical steps to improve the situation including relieving some members of staff of their duties.
I would like to thank ALL the people that I have dealt with in relation to my vehicle at Amersham AM as although my Aston ownership got off to a rather poor and disappointing start, I am now a very happy Astonaught and will boldly go anywhere with Fuse 22 removed…………
I have also learnt that 2 of my fellow forum members that have had issues in the 'boot' department (I thought they just needed a cream), have both been promised that they will get the issues resolved and one is currently having a new boot fitted under warranty!!!!
They say praise is not forthcoming, but in this instance it is truly justified.
Really pleased to hear your good experience and good to know that the new faces are turning things around. I always found some people there and sadly departed to be great but thwarted by certain higher ups - think "On the buses" who has also left the group.
All they need to do now is reinstate their Le Mans trip.
Enjoy the car.
All they need to do now is reinstate their Le Mans trip.
Enjoy the car.
Really pleased to hear your good experience and good to know that the new faces are turning things around. I always found some people there and sadly departed to be great but thwarted by certain higher ups - think "On the buses" who has also left the group.
All they need to do now is reinstate their Le Mans trip.
Enjoy the car.
All they need to do now is reinstate their Le Mans trip.
Enjoy the car.
I'm with you. The way the Amersham team (Matt and Neil) sorted out my taillight and headlamp issues out of warranty was a credit to them. I posted at the time they were great and as I want to 'stay in the Aston family' for some time, they will get first shout on my servicing and of course the V12V that I am after!
Hope you continue to enjoy the experience as I have done over the last 19 months.
Hope you continue to enjoy the experience as I have done over the last 19 months.
Aston Martin Amersham will be my most local main dealer when in about 7 months time I will need the annual service on my car - I've owned the car 5 months so in 7 months time the car will be 4 years old and due annual service etc. Its good to hear the service levels are of a high standard so can relax about using them
thanks Andy
thanks Andy
UPDATE - my DB9 went back yesterday as I am still not happy with the stone chips on the lower sills & rear arches (a common issue) which it would be agreed would be 'polished out / corrected' prior to my collection of the car but were not really addressed.
The company that they use for these cosmetic repairs arrived whilst I was there and they commented that they were not happy doing such a large area as they specialise in smaller cosmetic jobs so Neil (Service Team Leader) simply states - I'll get it booked in with our body shop and we'll get them addressed. I'll arrange collection of your car on a covered transporter and I'll be in touch later this week with a date'.
I then pointed out a couple of other small issues which, although present, I should really expect with a 7 year old car, and the response was 'we'll get them addressed as well'.
As mentioned in my original post, the new management structure being led by David Topham has had a DRAMATIC effect on the outlook of the dealership and they now are 110% customer satisfaction driven : VERY WELL DONE!!!
I also heard from a fellow PH Member who has also had several issues in a similar line to mine with the same dealer (you know who you are) and they informed me yesterday that his car is also to be collected and the issues addressed.
Aston Martin Amersham - You have now restored faith in at least 2 AM owners who were originally a little disappointed with their choice of Supercar provider, thank you for such a fantastic commitment to after-sales service.
The company that they use for these cosmetic repairs arrived whilst I was there and they commented that they were not happy doing such a large area as they specialise in smaller cosmetic jobs so Neil (Service Team Leader) simply states - I'll get it booked in with our body shop and we'll get them addressed. I'll arrange collection of your car on a covered transporter and I'll be in touch later this week with a date'.
I then pointed out a couple of other small issues which, although present, I should really expect with a 7 year old car, and the response was 'we'll get them addressed as well'.
As mentioned in my original post, the new management structure being led by David Topham has had a DRAMATIC effect on the outlook of the dealership and they now are 110% customer satisfaction driven : VERY WELL DONE!!!
I also heard from a fellow PH Member who has also had several issues in a similar line to mine with the same dealer (you know who you are) and they informed me yesterday that his car is also to be collected and the issues addressed.
Aston Martin Amersham - You have now restored faith in at least 2 AM owners who were originally a little disappointed with their choice of Supercar provider, thank you for such a fantastic commitment to after-sales service.
I'm glad the experience was good for you. A Dealer can make a huge impact on the perception of the marque.
I have also had a great experience with Stratstones, Wilmslow for me. Again, I wanted my car on a truncated timescale and items could not be done in that time. On arrival the list of items done and not done was presented and dates agreed when they would be done to suit me. All was done as promised, all in all you can not ask for more.
Now enjoy it as it was intended!!!
I have also had a great experience with Stratstones, Wilmslow for me. Again, I wanted my car on a truncated timescale and items could not be done in that time. On arrival the list of items done and not done was presented and dates agreed when they would be done to suit me. All was done as promised, all in all you can not ask for more.
Now enjoy it as it was intended!!!
Jockman - I've got a great taste in cars, not sure about women though (now I've typed it, she WILL see it and I will be in the doghouse as usual)
Clear lights - checked for a goldfish bowl effect and so far looking good.
I'm off for a drive later as I might as well make the most of this weather, as once she's back from the bodyshop she'll be tucked up for the winter.
Clear lights - checked for a goldfish bowl effect and so far looking good.
I'm off for a drive later as I might as well make the most of this weather, as once she's back from the bodyshop she'll be tucked up for the winter.
UPDATE 3 - Stratstone Aston Martin, led by David Topham and Neil Hamilton have simply excelled themselves in the customer satisfaction department and I can not praise them enough.
As mentioned earlier, I was originally VERY disappointed with the service levels I had received with regards to my new purchase, however since they have got involved they have changed my perception and I would not hesitate in recommending them to anybody looking for their first step into AM ownership or upgrade as they will do their utmost to help.
I will be back to see them when I want to trade up for a DBS or Vanquish and all I can say is THANK YOU, and as a Mancunian, I was even compelled to buy them both a 'bottle' for going that extra mile, and from a tight ars'd Northerners perspective - their service level must have been good for me to get my hand in my pocket and part with some drinking vouchers.
As mentioned earlier, I was originally VERY disappointed with the service levels I had received with regards to my new purchase, however since they have got involved they have changed my perception and I would not hesitate in recommending them to anybody looking for their first step into AM ownership or upgrade as they will do their utmost to help.
I will be back to see them when I want to trade up for a DBS or Vanquish and all I can say is THANK YOU, and as a Mancunian, I was even compelled to buy them both a 'bottle' for going that extra mile, and from a tight ars'd Northerners perspective - their service level must have been good for me to get my hand in my pocket and part with some drinking vouchers.
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