AM Service standards
Discussion
Looking for some advice/experience please: my 2019 vantage has returned from AM for its service, MOT, wheel refurb and replacement of the diff water jacket (under warranty).
It’s had 31 miles put on it, which I queried because it seemed excessive to me, and their response was that this is in the normal range for work including draining and refilling the coolant system to ensure no air locks and operating correctly - especially for high perf engines.
Given the car is usually up to temp in about 5 miles or less, am I over thinking this or should I push it?
I’m generally frustrated because 1) the wheel refurb was required after they scratched 2 of them while replacing tyres - which they did for free of course - but they said it would just be a touch up job rather than full strip and recoat so now they look entirely different to the other two slightly aged wheels, and 2) because the rear diffuser is now a bit loose and there’s an annoying rattle (I think separate to the diffuser) coming from the rear.
Not sure what resolution I’m looking for. They’ve offered to take it back to look at the rattle and diffuser, but I feel a bit put out to be without the car again for another week or so, and having to decide whether to pay the £600+vat they quoted to refurb the other two wheels - all because of something they caused in the first place. Even if I put the mileage aside - which I’m not sure I should - it doesn’t feel like the type of service and situation I should be experiencing so not sure how to handle it with them.
I won’t name and shame them here but it’s an AM garage.
Thanks in advance.
It’s had 31 miles put on it, which I queried because it seemed excessive to me, and their response was that this is in the normal range for work including draining and refilling the coolant system to ensure no air locks and operating correctly - especially for high perf engines.
Given the car is usually up to temp in about 5 miles or less, am I over thinking this or should I push it?
I’m generally frustrated because 1) the wheel refurb was required after they scratched 2 of them while replacing tyres - which they did for free of course - but they said it would just be a touch up job rather than full strip and recoat so now they look entirely different to the other two slightly aged wheels, and 2) because the rear diffuser is now a bit loose and there’s an annoying rattle (I think separate to the diffuser) coming from the rear.
Not sure what resolution I’m looking for. They’ve offered to take it back to look at the rattle and diffuser, but I feel a bit put out to be without the car again for another week or so, and having to decide whether to pay the £600+vat they quoted to refurb the other two wheels - all because of something they caused in the first place. Even if I put the mileage aside - which I’m not sure I should - it doesn’t feel like the type of service and situation I should be experiencing so not sure how to handle it with them.
I won’t name and shame them here but it’s an AM garage.
Thanks in advance.
Not an Aston owner (sadly), but I'm looking to DIY flush the coolant on my own car. From all that I've read (and my limited experience of replacing a coolant bits), it's not always straightforward, simple or quick to completely remove all the air pockets in the cooling system and ensure all levels are correct. Better that they've done 31 miles and (hopefully) done it thoroughly. I'd still keep an eye and don't be surprised if you need to top up by a small amount in a few days/couple of weeks. I'd accept that as being completely normal.
I'd be annoyed by the wheels though...
I'd be annoyed by the wheels though...
Hmm, interesting thread this.
I would 100% push on the wheel, why should you pay for the other two wheels, touch up if it is not up to how the wheels used to look like then not fit for purpose, they have or should have insurance for instances like that so not sure why they even trying to push back. I would gently remind them that you will take your business elsewhere and will not be looking to further upgrade with the brand or that dealer, think a lot of AM are now franchised.
Re milage, again, I would have thought they have MOT tester on site, my wife Mercedes dealer does that on site, wheel refurb i would have expected them to take the wheels off for that rather than take the car but can see why they would drive, although once again increases risk of damage en route...
Coolant, usually you bring the car to operating temp on idle and then take for a drive but 30 miles seems little excessive it almost your average weekend drive to the cars and coffee....
good luck, i would always say if you not satisfied be polite, diplomatic and logical in your reasoning when communicating with them and dont be afraid to escalate to management...
Fil
I would 100% push on the wheel, why should you pay for the other two wheels, touch up if it is not up to how the wheels used to look like then not fit for purpose, they have or should have insurance for instances like that so not sure why they even trying to push back. I would gently remind them that you will take your business elsewhere and will not be looking to further upgrade with the brand or that dealer, think a lot of AM are now franchised.
Re milage, again, I would have thought they have MOT tester on site, my wife Mercedes dealer does that on site, wheel refurb i would have expected them to take the wheels off for that rather than take the car but can see why they would drive, although once again increases risk of damage en route...
Coolant, usually you bring the car to operating temp on idle and then take for a drive but 30 miles seems little excessive it almost your average weekend drive to the cars and coffee....
good luck, i would always say if you not satisfied be polite, diplomatic and logical in your reasoning when communicating with them and dont be afraid to escalate to management...
Fil
The wheel issue is the problem for me. I'm not sure you will get anywhere on the mileage, yes it seems excessive to me but unless you know where the MOT was done if it was off site and unless you have a tracker that can map where the car has been then I'm not sure you will get any resolution to this aspect of your complaint.
The wheels is a major issue to me, were the wheels in perfect condition before they put new tyres on? if so, they have to bring them back to like new condition and also, they match the other wheels that haven't needed new tyres. It's not good enough that they give them a touch up, they should be repaired professionally so all wheels match. if you were to trade the car in with them or another AM dealer in the future, I am sure the wheel condition will be picked up by them as a mark down on your car!
The wheels is a major issue to me, were the wheels in perfect condition before they put new tyres on? if so, they have to bring them back to like new condition and also, they match the other wheels that haven't needed new tyres. It's not good enough that they give them a touch up, they should be repaired professionally so all wheels match. if you were to trade the car in with them or another AM dealer in the future, I am sure the wheel condition will be picked up by them as a mark down on your car!
So two of the wheels had one or two minor stone chips on them, and all four had some brown staining on the insides I’m guessing from brake dust over time.
When it came back from all four having new tyres fitted, they had caught the wheel gun on the wheel next to two of the wheel nuts. This happened to be on the two wheels that did not have stone chips on them.
They agreed to fix the two that they damaged (why I had to point this out to them in the first place is another annoyance), and they spotted the other two had stone chips so asked if I wanted them done at the same time at a cost of £600+vat. I asked if their process would resolve the brake dust staining or just the stone chips, to which they replied just the chips. Because of that I said I’d leave it, obviously just expecting them to have fixed the scratches on the two damaged wheels - like they said. £600+vat to just fix a couple of stone chips didn’t feel like good value.
The two sides of wheels now look very different, since the two they damaged have been completely repainted/powder coated rather than just touched up. So yes, it is obvious that the other two wheels are in a lot worse shape than the two which look brand new - but just because of the colour and texture.
It feels like with all of this I should be asking for them to bring the other two wheels up to the same standard as the ones they repainted, at their own cost. It wasn’t my fault they had to do something, I shouldn’t have had to point it out, I shouldn’t be left with an odd mix of wheels, and I shouldn’t have to send the car back for a loose diffuser and additional rattle. Does that sound reasonable?
The two newly coated wheels also feel rough to the touch, compared to the original two which are smooth. Is that usual for powder coated and they just smooth up over time?
When it came back from all four having new tyres fitted, they had caught the wheel gun on the wheel next to two of the wheel nuts. This happened to be on the two wheels that did not have stone chips on them.
They agreed to fix the two that they damaged (why I had to point this out to them in the first place is another annoyance), and they spotted the other two had stone chips so asked if I wanted them done at the same time at a cost of £600+vat. I asked if their process would resolve the brake dust staining or just the stone chips, to which they replied just the chips. Because of that I said I’d leave it, obviously just expecting them to have fixed the scratches on the two damaged wheels - like they said. £600+vat to just fix a couple of stone chips didn’t feel like good value.
The two sides of wheels now look very different, since the two they damaged have been completely repainted/powder coated rather than just touched up. So yes, it is obvious that the other two wheels are in a lot worse shape than the two which look brand new - but just because of the colour and texture.
It feels like with all of this I should be asking for them to bring the other two wheels up to the same standard as the ones they repainted, at their own cost. It wasn’t my fault they had to do something, I shouldn’t have had to point it out, I shouldn’t be left with an odd mix of wheels, and I shouldn’t have to send the car back for a loose diffuser and additional rattle. Does that sound reasonable?
The two newly coated wheels also feel rough to the touch, compared to the original two which are smooth. Is that usual for powder coated and they just smooth up over time?
The mileage, while probably more than strictly necessary I wouldn't lose to much sleep over, I probably wouldn't have even noticed. 
The wheels is more of an issue, but if I'm reading it correctly the current level of push back from the dealer probably indicates that you'll be just getting stressed about it and getting nowhere.
It's unfortunate that after taking it to the place you expect to get the best service, and probably paid over the odds for tyres, in reality they have made a mess of it and not really resolved the issue, or actually created even more than they have fixed.
You've really got 2 choices, get angry, make a lot of noise in the showroom on a busy day, get the dealer principle involved, only you'll know if this is something you're comfortable doing, not everyone is a table banging, do you know who I am type, or you just chalk it up to experience, suck it up and never darken there shiny showroom again, while telling everyone that'll listen how bad they treated you.
I recently had new tyres fitted at my local back street tyre fitter, the most competitive price I could find and although the Aston looked VERY out of place in their workshop the level of care and respect they gave it was like it was their own baby,
£600+vat to refurb 2 wheels is having your pants down, should be no more than £300 for all 4 wheels, and if they can be refreshed without taking the tyres off you're looking at even less.
I'd be having a look for local Alloy Wheel refurb places and cut your losses unless you think banging tables will actually get you somewhere.
The wheels is more of an issue, but if I'm reading it correctly the current level of push back from the dealer probably indicates that you'll be just getting stressed about it and getting nowhere.
It's unfortunate that after taking it to the place you expect to get the best service, and probably paid over the odds for tyres, in reality they have made a mess of it and not really resolved the issue, or actually created even more than they have fixed.
You've really got 2 choices, get angry, make a lot of noise in the showroom on a busy day, get the dealer principle involved, only you'll know if this is something you're comfortable doing, not everyone is a table banging, do you know who I am type, or you just chalk it up to experience, suck it up and never darken there shiny showroom again, while telling everyone that'll listen how bad they treated you.
I recently had new tyres fitted at my local back street tyre fitter, the most competitive price I could find and although the Aston looked VERY out of place in their workshop the level of care and respect they gave it was like it was their own baby,
£600+vat to refurb 2 wheels is having your pants down, should be no more than £300 for all 4 wheels, and if they can be refreshed without taking the tyres off you're looking at even less.
I'd be having a look for local Alloy Wheel refurb places and cut your losses unless you think banging tables will actually get you somewhere.
Your decision on how far you wish to pursue the issues re servicing.
Picking up on the wheel issue...............Whenever I have had any wheels repaired and powder coated they have always been returned blemish free. . The processes involved in wheel referbishment take the wheel back to bare ally, so, you are so to speak, starting with a fresh canvas. I can't comment on mobile repairs.
You mention the powder coating is rough to the touch, from my (fortunately) limited experience of powder coating, I find it is not quite as fine as the factory finish but it is definitely not rough.
As has been previously mentioned, wheel refurb at £600 is very AM ................. Check out independent refurbishers.
Local tyre fitter is the place to go, they will have far more experience on fitting /removing tyers than a main dealer. I always check with the fitter/manager that they are happy to procced on a no damage basis if not then a polite no thank you.
Picking up on the wheel issue...............Whenever I have had any wheels repaired and powder coated they have always been returned blemish free. . The processes involved in wheel referbishment take the wheel back to bare ally, so, you are so to speak, starting with a fresh canvas. I can't comment on mobile repairs.
You mention the powder coating is rough to the touch, from my (fortunately) limited experience of powder coating, I find it is not quite as fine as the factory finish but it is definitely not rough.
As has been previously mentioned, wheel refurb at £600 is very AM ................. Check out independent refurbishers.
Local tyre fitter is the place to go, they will have far more experience on fitting /removing tyers than a main dealer. I always check with the fitter/manager that they are happy to procced on a no damage basis if not then a polite no thank you.
Edited by DB531 on Tuesday 2nd September 13:44
Sounds like the type of service I’ve had from my local AM dealership and wouldn’t be surprised if it were the same one- no semblance of making you feel like a valued customer and last time they left scratches on the wing (clearly where the technician had been leaning over it) which they never owned up to.
They should fix the wheels to your satisfaction at their own expense as they’ll not make a significant loss and retain you as a satisfied customer.
They should fix the wheels to your satisfaction at their own expense as they’ll not make a significant loss and retain you as a satisfied customer.
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