Maserati GB not honouring Warranty!

[Jkulin]

Well had a unpleasant chat with Gray Paul Solihull today!

When my boot latch was replaced by Gray Paul Nottingham in January 2016 it has intermittently failed, Gray Paul Solihull agreed to cover the warranty of their group and have looked at the problem twice now and said they had rectified it, when my boot failed to open after the battery went flat last month, I rang Gray Paul Solihull and they said it must be some other component that has failed and that they needed the car for a couple of days to check it through.

Just had a phone call from Gray Paul Solihull saying that although they had checked the boot latch out twice under warranty, the same part has failed and as it is now out of warranty Maserati GB will not honour the warranty, this is despite my protesting that it has been repaired 3 times by Gray Paul and has not been resolved.

We are only talking about £375.40, so it's peanuts but each time I lose half a days work going backwards and forwards.

I've advised them to proceed with the repair and I will sue Maserati GB through the courts.

Is it any wonder that Maserati have such a terrible reputation for customer service.

Mick had a similar claim with Maserati GB as well, not boding well for a company that is trying to make new in roads!

 

[StuartW]

That's not good to hear but based on that, I can't agree that they're trying to make new inroads. It seems the 3rd party, independent warranties are way better

 

[Jkulin]

Hi Stuart, it's not something that I have a paid for warranty on, it is a warranty on their fitment of genuine Maserati parts that they charge a fortune for and then refuse to honour the warranty.

 

[Contigo]

Not surprised.

Maserati if you are reading this sort it out FFS!

Tag this thread with the likes of "**** Poor Service" "Maserati UK" "Paul Green" "Warranty Void" "Cost cutting" "Not fit for purpose"

 

[Contigo]

Complaints to :-

Paul Green
Customer Support Manager at Maserati GB Ltd

Although based on previous experience I think you will be wasting your time. I like your first suggestion John proceed through the courts.

 

[spkennyuk]

My understanding is that a 12 month warranty should apply from the last repair date. Anything beyond that gets a bit more complicated. You can always refer it to the ombudsman but you have to give the dealer 8 weeks to reply to your written complaint first.

 

[Jkulin]

Hi Phil, I don't use twitter so tagging probably won't help.

I've written to the dealer principle and if I get no joy then for £100 odd quid I'll see them in court.

What frustrates me is that the lock has been checked 3 times by the Sytner group who own Gray Paul, so they try to cover it by warranty initially when it is refused by Maserati GB they feel because of their c0ck ups that it is perfectly acceptable to charge for the part a second time and then charge labour for fitting it, when they wrongly diagnosed it since it's initial repair.

 

[Jkulin]

Thanks Stuart, warranty or not it is just the dismissive nature of both parties involved, Maserati GB and the Sytner Group.

If it had been my company and if presented with similar facts I would have just taken the hit on the chin, making sure my client is happy, then investigated why it was not repaired correctly the first, second or third time and made sure that such errors didn't happen again.

 

[iainw]

It seems like the company is being run poorly from top to bottom at the moment.
Other marques offering much better VFM imho. And that makes me sad because I want any excuse
To buy another trident!
Probably unlucky to have a relatively new main dealer near me. If I ever want to have an amusing conversation not based on logic or reality I pop in there.

 

[Jkulin]

Blimey, just had a discussion with Stuart Hood the dealer principle and this is his opinion: -

1. Irrespective whether this was a parts warranty carried out by another dealership in their view Maserati GB say it is out of warranty.

2. He says they have undertaken the adjustment and repaired under a good will gesture

3. Wherever the issue had previously been repaired it was carried out under a good will gesture and they will review the labour charges but can't do anything about the part.

4. He then asked me has the lock failed at anytime during the parts warranty, I replied yes that is why I have kept bringing it back to you, he then argued that when I left was it working and I said no as previously demonstrated and the reason why I have brought it back to you for a third time.

My argument is that had they diagnosed the fault correctly in the first place then I wouldn't have had to claim after the parts warranty expired to have exactly the same part replaced for a second time.

 

[Bobby Dandruff]

Well had a unpleasant chat with Gray Paul Solihull today!

When my boot latch was replaced by Gray Paul Nottingham in January 2016 it has intermittently failed, Gray Paul Solihull agreed to cover the warranty of their group and have looked at the problem twice now and said they had rectified it, when my boot failed to open after the battery went flat last month, I rang Gray Paul Solihull and they said it must be some other component that has failed and that they needed the car for a couple of days to check it through.

Just had a phone call from Gray Paul Solihull saying that although they had checked the boot latch out twice under warranty, the same part has failed and as it is now out of warranty Maserati GB will not honour the warranty, this is despite my protesting that it has been repaired 3 times by Gray Paul and has not been resolved.

We are only talking about £375.40, so it's peanuts but each time I lose half a days work going backwards and forwards.

I've advised them to proceed with the repair and I will sue Maserati GB through the courts.

Is it any wonder that Maserati have such a terrible reputation for customer service.

Mick had a similar claim with Maserati GB as well, not boding well for a company that is trying to make new in roads!

I had a similar situation with my GTS which had an extended Maserati warranty when I bought it. I got a few things fixed under the warranty by Maranello Egham but when one of them failed again a few months later, Maranello washed their hands with it.

So I won't ever being going back to them again that is for sure, having paid them a pretty penny to service my 2 Maseratis so far.

Dreadful service.

 

[Dyer3200]

Had a similar situation myself - MD played the "you do not have a full service" card as lambda sensors were not replaced on previous visit - therefore ANY warranty claim is invalid

Proper stitch up and does not bode well for the brand

 

[GeoffCapes]

Maserati certainly don't do themselves any favours do they?

And they wonder why there is such a thriving independent network.

 

[Wack61]

Had a similar situation myself - MD played the "you do not have a full service" card as lambda sensors were not replaced on previous visit - therefore ANY warranty claim is invalid

That's probably why a part that nobody ever replaces until it breaks on any other marque is part of the service schedule on a Maserati , easy get out

 

[bigsteve]

Similar issue to Dyer3200 took grancabrio in for an MOT and as it was near end of extended warranty asked dealer to do a check for any problems. they found that cam covers were slightly leaking. Booked car in for work they stripped cam covers down contacted maserati who refused warranty claim as I had not had the lambda sensors or carbon filter replaced at last service even though these were only recommendations not compulsary service items ( decided not to go with these 2 items as car only done 13000 miles at the time ). Afyer talking to dealer agreed that I would go ahead and have the sensors and filter replaced prior to warranty work.They contacted Maserati who said they would not honor warranty even with these items done late. Have told dealer to do the cam gaskets but not the sensors etc. Car is in dealer at moment so do not have the extended warranty documents with me so can not check exact wording of warranty requirements vis a vie the service work ( Dyer3200 I assume you checked this out ) will decide my next steps after checking this out.
This is a real disappointment as one of the reasons I went for the extended warranty with them was the fact that they replaced my entire convertible roof under the original warranty when I showed them a couple of areas of excessive wear/ rubbing marks on the original. So was very impressed with their response at that time.

Will let you know if I decide to go any further with this. At least it makes the decision about wether to have a closer look at the Levante as my daily driver car a bit easier, hello F Pace supercharged.

 

[CatmanV2]

That's very poor indeed.

C

 

[Felonious Crud]

Maserati certainly don't do themselves any favours do they?

And they wonder why there is such a thriving independent network.

My experience at indies is consistently better than at my friendly local MD.

 

[iainw]

You would think MDs would be on their toes with competitors both on their tail and ahead on the grid so to speak.
Seems like they need to buck their ideas up

 

[spkennyuk]

Well at least we know Maserati UK monitor this forum so they can see as well as the rest of the prospective Maserati buyers what an absolute shower they are in terms of customer service and warranty issues.

Thats one lost sale mentioned in this thread already. How many more do you intend to loose before you get your act together.

If the powers that be at Maserati UK had any sense they would jump on the issues raised in this thread and publicly deal with them. After all it would be good advertising.

As it is you will continue to lurk on the forum. Say nothing and do nothing as usual. Give your self a slap and start to treat your customers in the correct manor.

 

[Contigo]

Fat chance of that happening, too proud for thar are the Ferrari and Maser lot.