The last time I spend money with AM
Discussion
I am seriously considering boycotting AM from hereon.
My 2011 DBS (still under warranty (Pre-owned)) has developed two cracks from the corners of the sat nav opening, see pic below.It may seem minor but when people get in it they go 'Lovely car, oh what's happened to the dash?
AM won't do anything about it. These are the excuses/comments from the main dealer
- Well it's an expensive repair
- It's probably the heat from the sun
- These are hand-built cars
So you pay the thick end of £200k for a car, and it falls well below acceptable standards but because it's hand built and British you have to accept that it won't be up to a £15k Ford in terms of durability or finish.
This is my fourth Aston and probably my last. Why do they treat customers like this?
My 2011 DBS (still under warranty (Pre-owned)) has developed two cracks from the corners of the sat nav opening, see pic below.It may seem minor but when people get in it they go 'Lovely car, oh what's happened to the dash?
AM won't do anything about it. These are the excuses/comments from the main dealer
- Well it's an expensive repair
- It's probably the heat from the sun
- These are hand-built cars
So you pay the thick end of £200k for a car, and it falls well below acceptable standards but because it's hand built and British you have to accept that it won't be up to a £15k Ford in terms of durability or finish.
This is my fourth Aston and probably my last. Why do they treat customers like this?
Never seen anything like that before. That's not only unusual but also unacceptable cracking.
But it's not a warranty issue, it's s faulty cosmetic part issue. Your dealer should have taken this more seriously. They know it's not a warranty issue and have blown you off. What they should have done is get in touch with Gaydon on your behalf and fought your corner.
Have you spoken to Gaydon? Just because your dealer is being a twunt doesn't mean AM or any other dealers are. Frustrating as it is when you get blown off, don't throw your toys out.
Speak directly to Gaydon. Get the name, phone number and email address of an individual in customer service and correspond directly. Just call the factory.
I have no doubt that you will get satisfaction from them on this.
I did this once when I had a minor paint defect that was dismissed. I explained that I'm in my 4th Aston (at the time) and other facts, and asked them to reconsider.
I was coached by my dealer that non threatening letters get dealt with more favourably than those that go off on one. Be strong, direct but pleasant.
He was right. They paid out in full with other courtesies.
A good dealer has a lot to do with the Aston experience. I suggest that your affair with the brand is threatening to end, not because of the car, but the lack of a relationship with your dealer?
Perhaps you should consider using a different dealer in future.
Everyone on here will be more than willing to tell all about their dealers when you ask.
But it's not a warranty issue, it's s faulty cosmetic part issue. Your dealer should have taken this more seriously. They know it's not a warranty issue and have blown you off. What they should have done is get in touch with Gaydon on your behalf and fought your corner.
Have you spoken to Gaydon? Just because your dealer is being a twunt doesn't mean AM or any other dealers are. Frustrating as it is when you get blown off, don't throw your toys out.
Speak directly to Gaydon. Get the name, phone number and email address of an individual in customer service and correspond directly. Just call the factory.
I have no doubt that you will get satisfaction from them on this.
I did this once when I had a minor paint defect that was dismissed. I explained that I'm in my 4th Aston (at the time) and other facts, and asked them to reconsider.
I was coached by my dealer that non threatening letters get dealt with more favourably than those that go off on one. Be strong, direct but pleasant.
He was right. They paid out in full with other courtesies.
A good dealer has a lot to do with the Aston experience. I suggest that your affair with the brand is threatening to end, not because of the car, but the lack of a relationship with your dealer?
Perhaps you should consider using a different dealer in future.
Everyone on here will be more than willing to tell all about their dealers when you ask.
Edited by divetheworld on Thursday 24th March 07:17
Edited by divetheworld on Thursday 24th March 07:20
Edited by divetheworld on Thursday 24th March 07:21
I agree with Divetheworld. A well crafted, non ranting letter to AM can not hurt. I had a non warranty issue that was in my mind unreasonable. I wrote to Andy Palmer directly with the issue set out and why I thought it was unreasonable. I was delighted to get the news the part would be replaced free of charge.
Superb service, and I hope quietly they have gone off to speak to the suppliers to up their game or improve the design of the part in question.
That part is prone to cracking at the corners, but I've never heard of it being that bad!
Superb service, and I hope quietly they have gone off to speak to the suppliers to up their game or improve the design of the part in question.
That part is prone to cracking at the corners, but I've never heard of it being that bad!
Thanks chaps for all the help.
I have today sent this to AM:
I bought a pre-owned 2011 DBS (F1 STG) last year from your Pangbourne dealer.
The dash board has developed two cracks running from the sat nav aperture to the edges. Here is a photograph:
The car is still under an AM warranty and I asked the dealer last year to deal with it. They have said that you will not cover the cost of the repair though I haven't been given a sensible reason as to why. The only 'reason' was that it was an expensive repair. Well it is an expensive car.
It is very clearly a fault and completely unnacceptable. I have been loyal to the AM brand, this is my fourth Aston Martin, and was considering moving onto a Vanquish this year, but I have to ask myself why I would buy another. I was the first customer to use H R Owen at Pangbourne when they opened the franchise and went on social media and car forums to say what a good experience I had received. I have had issues with previous cars, paint problems etc, but believed that the quality issues had improved and that customers were treated better. Sadly that does not seem to be the case.
I would ask that you reconsider your decision to restore some faith to a loyal customer.
Yours.
I have today sent this to AM:
I bought a pre-owned 2011 DBS (F1 STG) last year from your Pangbourne dealer.
The dash board has developed two cracks running from the sat nav aperture to the edges. Here is a photograph:
The car is still under an AM warranty and I asked the dealer last year to deal with it. They have said that you will not cover the cost of the repair though I haven't been given a sensible reason as to why. The only 'reason' was that it was an expensive repair. Well it is an expensive car.
It is very clearly a fault and completely unnacceptable. I have been loyal to the AM brand, this is my fourth Aston Martin, and was considering moving onto a Vanquish this year, but I have to ask myself why I would buy another. I was the first customer to use H R Owen at Pangbourne when they opened the franchise and went on social media and car forums to say what a good experience I had received. I have had issues with previous cars, paint problems etc, but believed that the quality issues had improved and that customers were treated better. Sadly that does not seem to be the case.
I would ask that you reconsider your decision to restore some faith to a loyal customer.
Yours.
I was sorry to read about your experience with this fault, Simon.
How ridiculous, heat from the sun.
What an unexpected surprise eh. Sunshine reaching the top of the dashboard.
Dealer employees at this level of car, need to engage their brains before opening their mouths. Simple really.
You deserve to have this sorted, and I am sure once the right person becomes involved, you will.
..................................................
Only fun.
"They all do this Sir, but with a cheap Vauxhall don't worry, because it takes about 19 years of use, before it happens." -
Edited by Jon39 on Thursday 24th March 11:44
South tdf said:
Out of interest has anyone ever managed to get shrunk dash leather covered under warranty / goodwill? (Car is 6 years old this year)
Yes, i have a 2008 4.7 and bought it from Works. The passengers side above the air bag section, the leather was slightly coming away when i picked it up. Mentioned it to them and after i returned it they reattached the leather where it was coming away. Well it worked for about 6 months then started again. It went back for a service and at the same time they replaced the whole section. No quibbles at all. But then i always say Works have been faultless in their service to me.Emilio Largo said:
"But it's not a warranty issue, it's s faulty cosmetic part issue."
May I ask why this defect should not be covered by the warranty??
As part of a 3-year new car warranty it would be, but doubt very much that it would ever be covered by the post-warranty 1-year add on contract. Those usually only cover major mechanical/electrical system, not cosmetics.May I ask why this defect should not be covered by the warranty??
petop said:
Yes, i have a 2008 4.7 and bought it from Works. The passengers side above the air bag section, the leather was slightly coming away when i picked it up. Mentioned it to them and after i returned it they reattached the leather where it was coming away. Well it worked for about 6 months then started again. It went back for a service and at the same time they replaced the whole section. No quibbles at all. But then i always say Works have been faultless in their service to me.
Thanks for the info, same part on mine, dealer have quoted to repair as it is "sun damage" being a Roadster and all that! Gassing Station | Aston Martin | Top of Page | What's New | My Stuff