Quality of after sales service

[R8NAN]

I thought I would post this up to see what level of service you guys get on the mainland, as I think the service I get over here is not up to scratch. Let me explain, after buying a new Mc Stradale from the dealer, I have had a few issues with the after sales service.
1. On driving home after collecting the car a warning light came on advising me to take car to dealer. As I was nearly home I rang the dealer and they said it was nothing to worry about and they would send a technician up. The dealer had missed something on the PDI so after several phone calls they eventually sent the technician up one week later.
2. After 6 months the boot stopped closing so I booked the car in to the dealer for it to be sorted. Drove the car up, no curtesy car available, so had to hang around for 2 hours waiting on it being adjusted. Made the mistake of not checking the boot operation as when I got home the boot closed but would no longer open with the key fob.
3. Booked the car in again for the boot to be fixed and a rust spot on the door hinge to be sorted. Left the car in on Wednesday and this time I was given a courtesy car and told to collect my car on Saturday morning. I said I would be up at 9am as I needed to be in work for just after 10am as its 70 miles away. The garage phoned me on Friday evening at 5.20pm and said everything was sorted. Drove up the 70 miles to collect the car, arrived at 9am and no car to be seen. Waited 15 minutes for the service technician to bring the car round and when he did I inspected it. Rust spot repaired no problem. Then onto the boot, the technician explained that the catch needed replaced which they had done so it was all sorted now. I opened and closed the boot only to see the alignment was out by almost 15mm and sitting up on the driver side. I pointed this out and he apologised and took it back into the workshop to be fixed. One hour later he came back with the car boot adjusted but still not correct and now a scrape on the rear quarter panel. He asks me to leave the car with them to be fixed but by this time I had lost all faith in them. I have asked him to get the service manager to ring me on Monday for this to be sorted.
Eventually got to my work at 11.30am
Sorry about the long post but I am completely exasperated and was looking for some words of encouragement and advice. I love the car but the dealer has really disappointed.

 

[CatmanV2]

That's *rubbish*

C

 

[Parisien]

Not really surprised at this dealers ineptitude.

Sorry to hear of your troubles Ronan

P

 

[hodroyd]

Best course of action: Write to the dealer principle (owner), list all the items you are not happy with and all the events you are not happy with, ask that he personally sort out this abomination of Customer Service. Ask for what you want and insist upon it, in writing, be fair and reasonable..!! Then make a copy of the letter and send that copy to Maserati and tell them what you think. Keep copies and if the responses are not what you would expect, send the copies to as many motoring press people that you can find..!! Start at the top, don't build up to it..!!

 

[kyle1]

Hi Ronan, I take it this is Charles Hurst Belfast you are referring to?

 

[Andyk]

Not great service......Sorry to hear you woes whcih you don't expect at this level...As above write to the dealer principle.

 

[Andyk]

Not great service......Sorry to hear you woes which you don't expect at this level...As above write to the dealer principle.

 

[Phil H]

Best course of action: Write to the dealer principle (owner), list all the items you are not happy with and all the events you are not happy with, ask that he personally sort out this abomination of Customer Service. Ask for what you want and insist upon it, in writing, be fair and reasonable..!! Then make a copy of the letter and send that copy to Maserati and tell them what you think. Keep copies and if the responses are not what you would expect, send the copies to as many motoring press people that you can find..!! Start at the top, don't build up to it..!!

And cc the letter to Citizens Advice/Trading Standards as you don't know where this is going yet and it may help to focus the dealer's mind.

PH

 

[rossyl]

Best course of action: Write to the dealer principle (owner), list all the items you are not happy with and all the events you are not happy with, ask that he personally sort out this abomination of Customer Service. Ask for what you want and insist upon it, in writing, be fair and reasonable..!! Then make a copy of the letter and send that copy to Maserati and tell them what you think. Keep copies and if the responses are not what you would expect, send the copies to as many motoring press people that you can find..!! Start at the top, don't build up to it..!!

Yep, do this. Send an email to the principle attaching the letter and copy in the head of servicing.

Awful service from them

 

[MAF260]

Very disappointing to hear, Ronan. As per the advice above - go straight to the dealer principal. I did this after a catalogue of issues with a new Alfa some years ago and everything was sorted to my satisfaction very quickly. It may also be worth trying to get Maserati GB involved. Although Paul Green is about as much use as a one legged cat trying to bury a turd on a frozen lake for matters of safety, he might show some interest in giving a main dealer a kick.[FONT=Verdana, Arial, Helvetica, sans-serif]
[/FONT]

 

[DaveT]

Hopefully Ronan has had this resolved by now.

Thread is from 13 months ago!

Would be good to hear how it all ended.

 

[urquattrogus]

My experience seems to be that the more you spend on a car, the worse the dealer is.

My father had a couple of things happen recently.

He bought a 6 month old approved used RS6 with 3,000 miles on the clock, and the car was dewlivered to him dirty inside and out. Expected some road grime as it was driven there, but it has clearly not been cleaned or prepped.

Insult to injury was the grated cheese found under and down the side of the seat.

Dad asked the guy if he had cheese for lunch!

Also recently dad took his C63 for its second MOT at the local main dealer.

They mot'd it on the wrong license plate. Used to have a personalised plate about a year ago, and they used that as it was on their system.

Of course they also performed all of their 100 point checks etc.

Obviously they are so meticulous they didnt even check the ffing plate!

So they had to re do the mot under the correct plate.

Also he has booked Porsche test drives and twice walked out after having to wait 45 minutes for what was a pre arranged slot, and once with the car in front of us, surrounded by other salesemen who would not help as "fred got the lead"

 

[ChrisQP09]

If this is the Belfast Dealer, I personally bought my QP from them and not no problems whatsoever in the 1st instance. However, in trusting the Dealers word, I bought a used car which I thought would have had a full revamp with plenty of wear on the discs etc. 8 months later when due to sell the car, it apparently needed discs and pads which I swear I wasn't braking harsh or giving her the beans over the time. That was fine but only 7 weeks before this, I had to pay 600 quid for a window seal which snapped. Did I notice the drivers electric window was slow on buying? Yes but I was none the wiser yet this was something a Technician should have spotted on the checks.

All in all, would I buy from them again? YES but I would go over it with a fine tooth comb and then some....

 

[outrun]

Very disappointing to hear, Ronan. As per the advice above - go straight to the dealer principal. I did this after a catalogue of issues with a new Alfa some years ago and everything was sorted to my satisfaction very quickly. It may also be worth trying to get Maserati GB involved. Although Paul Green is about as much use as a one legged cat trying to bury a turd on a frozen lake for matters of safety, he might show some interest in giving a main dealer a kick.[FONT=Verdana, Arial, Helvetica, sans-serif]
[/FONT]

That's one way of putting it.

 

[kyle1]

If this is the Belfast Dealer, I personally bought my QP from them and not no problems whatsoever in the 1st instance. However, in trusting the Dealers word, I bought a used car which I thought would have had a full revamp with plenty of wear on the discs etc. 8 months later when due to sell the car, it apparently needed discs and pads which I swear I wasn't braking harsh or giving her the beans over the time. That was fine but only 7 weeks before this, I had to pay 600 quid for a window seal which snapped. Did I notice the drivers electric window was slow on buying? Yes but I was none the wiser yet this was something a Technician should have spotted on the checks.

All in all, would I buy from them again? YES but I would go over it with a fine tooth comb and then some....

I was in your QP while it was on sale, as you know. I asked to have a look round it as it had just came in and before it had been cleaned I was actually thinking about it myself lol but when it arrived it was in some state.