Attitude of Ferrari Dealers
Discussion
Hi
What's the consensus regarding Ferrari dealers attitude to customer service? I recently bought my first Ferrari, and although it's way down their spectrum (at around £100K) it is something I have been working towards for years - and was expecting to feel valued as a customer.
As it transpires, they ignore almost all my messages, have made little or no effort to answer queries or resolve a couple of issues on the car. Having bought BMW, Mercedes, Audi in the past, on each occasion I felt the dealer made an effort - but with the Ferrari it appears that they just 'can't be bothered'.
So, have I been unlucky in my choice of dealer - or are they all the same?
Micky
What's the consensus regarding Ferrari dealers attitude to customer service? I recently bought my first Ferrari, and although it's way down their spectrum (at around £100K) it is something I have been working towards for years - and was expecting to feel valued as a customer.
As it transpires, they ignore almost all my messages, have made little or no effort to answer queries or resolve a couple of issues on the car. Having bought BMW, Mercedes, Audi in the past, on each occasion I felt the dealer made an effort - but with the Ferrari it appears that they just 'can't be bothered'.
So, have I been unlucky in my choice of dealer - or are they all the same?
Micky
If you hadn't already taken delivery of your car (for which I congratulate you, wholeheartedly BTW) I would have suggested that you keep shopping until you find a dealer that you are comfortable with.
As you have taken delivery of your new toy - then I would suggest that your post be taken almost word for word and directed at the Dealer Principal / Head of Business of the Dealership concerned, or even to a Director if it's one of the larger groups.
As you have taken delivery of your new toy - then I would suggest that your post be taken almost word for word and directed at the Dealer Principal / Head of Business of the Dealership concerned, or even to a Director if it's one of the larger groups.
If they had the same attitude pre-sale, I would definitely have gone elsewhere. They were fine while waving in the rear view mirror when I left the dealer.
The queries that came up post sale were minor - which is why it is frustrating that they're making no effort to assist.
The crazy thing is that as I told them I am genuinely looking to trade-up in 6-9 months - but I'll be going elsewhere. I (mistakenly) thought that by paying a premium and going to an approved dealer I would get a half-decent service.
Micky
The queries that came up post sale were minor - which is why it is frustrating that they're making no effort to assist.
The crazy thing is that as I told them I am genuinely looking to trade-up in 6-9 months - but I'll be going elsewhere. I (mistakenly) thought that by paying a premium and going to an approved dealer I would get a half-decent service.
Micky
Mastiff said:
If you hadn't already taken delivery of your car (for which I congratulate you, wholeheartedly BTW) I would have suggested that you keep shopping until you find a dealer that you are comfortable with.
As you have taken delivery of your new toy - then I would suggest that your post be taken almost word for word and directed at the Dealer Principal / Head of Business of the Dealership concerned, or even to a Director if it's one of the larger groups.
I'd give your sales guy one more chance and tell him, politely, that your next stop is speaking to the principal. That way you give the guy an "out" to do the right thing and he (sort of) owes you. My impression is that sales guys aren't in a rush to follow-up on post sale issues, it's just not the day job; some are better than others and it's not always spite, it's just not always in their DNAAs you have taken delivery of your new toy - then I would suggest that your post be taken almost word for word and directed at the Dealer Principal / Head of Business of the Dealership concerned, or even to a Director if it's one of the larger groups.
Sounds like you were unlucky OP. I had excellent experience at Maranello Egham, before and after purchase. Indeed, 3 months after buying my 550 I was driving for a day's golf in Surrey and the engine warning light came on, we quickly detoured to Maranello and the salesman Phil Stanley (great guy but sadly no longer there) dropped everything and personally drove me and my dad to the golf club in a Maserati and then picked us up after our round, by which time the 550 was fixed (under warranty) and washed inside and out. Superb!
I remember Phil well. I bought my first Ferrari from him. Took nearly a year. Test drove many other things at Maranello but settled on a very low mileage 550. £59k and a few years later traded into Lovetts for more!
Sadly, Maranello are in my opinion a bit poor. They seem to have lost all trace of my car on their system, can't find it under registration number. Yet they have serviced it since I purchased it and always under it's current registration. During my last visit they put a scratch in the front bumper and then went to sme effort to deny it. Finally they relented and repaired.
I so think they have lost it.
Sadly, Maranello are in my opinion a bit poor. They seem to have lost all trace of my car on their system, can't find it under registration number. Yet they have serviced it since I purchased it and always under it's current registration. During my last visit they put a scratch in the front bumper and then went to sme effort to deny it. Finally they relented and repaired.
I so think they have lost it.
However, they are fairly local and for some reason I cannot explain I keep going back. This time when I politely enquired about a lift to the station I was pointed towards a local taxi company by the receptionist.............
Am I being reasonable in my expectations. Is it the older cars that don't interest them.
Am I being reasonable in my expectations. Is it the older cars that don't interest them.
I've experienced pretty disinterested responses from a particular Ferrari dealer, and no response at all from others when making enquiries about cars they had (not "what's the lowest price you'll do it for mate" ones).
I have a feeling I'm pretty low down on their pecking order though as someone who doesn't write blank cheques, so perhaps that's just the nature of the beast at that end of the market. I would hazard a guess that the people spending mega money on a regular basis are getting all sorts of concierge level service while us proles buying their first £100k+ Ferrari are barely worth giving the time of day.
(Ok maybe that's a bit hyperbolic)
Oh I too had to get a taxi back to the station from a certain F dealer up north too, that was after I'd been picked up from the same station in the first place.
I have a feeling I'm pretty low down on their pecking order though as someone who doesn't write blank cheques, so perhaps that's just the nature of the beast at that end of the market. I would hazard a guess that the people spending mega money on a regular basis are getting all sorts of concierge level service while us proles buying their first £100k+ Ferrari are barely worth giving the time of day.
(Ok maybe that's a bit hyperbolic)
Oh I too had to get a taxi back to the station from a certain F dealer up north too, that was after I'd been picked up from the same station in the first place.
I would suggest just being yourself. Ironically it's your wallet that is in control!
Unless its something super exotic, where history and a relationship is essential, you make your mind up based on how you get treated. I kind of expect to get "verified" - viewed from their perspective how do you separate a tyre kicker from a prospective purchaser - but equally there are polite/discreet/acceptable ways to do this. Don't let a sub-standard sales guy put you off from achieving your dream!
Unless its something super exotic, where history and a relationship is essential, you make your mind up based on how you get treated. I kind of expect to get "verified" - viewed from their perspective how do you separate a tyre kicker from a prospective purchaser - but equally there are polite/discreet/acceptable ways to do this. Don't let a sub-standard sales guy put you off from achieving your dream!
ajr550 said:
PorscheGT4 said:
Carrs ferrari have been amazing when I have been to look at cars inc. test drives.
+1.I would recommend them to anyone.Service department is great too.Gassing Station | Supercar General | Top of Page | What's New | My Stuff