FIAT complaint

[dan-the-man]

If I want to write a complaint to FIAT regarding 2 different dealers where could I find the address to post it to?

I've searched FIAT website and here but can't find one

The situation gets complicated so sorry I can't go into more detail

 

[Stu DemonD]

This is on the FIAT UK website - took 10 seconds to find:

Fiat Information & Customer Services
Freepost (NAT13690)
Twickenham
TW1 1BR

AND this one as well:

The registered offices of Fiat Auto (UK), Fiat Consumer Services and Fiat Auto Financial Services (Wholesale) Limited are at:

240 Bath Road
Slough
Berkshire
SL1 4DX

No idea which one is better for complaining though.

 

[dan-the-man]

Whoops should have put this in "lets talk FIAT" sorry

Can someone please move it

 

[dan-the-man]

I found the first address but thought it was a general enquiry address so I didn't know if there was a different place for complaints.

 

[Chas Uno]

I'm fairly sure the Slough office is the UK headquarters.

 

[dan-the-man]

So the Slough is the best one to send it to?

Cheers guys

 

[Big Black Stilo]

my experience with fiat and complaints, you get a better response sending it to SW1 1AA

 

[Chas Uno]

So the Slough is the best one to send it to?

Cheers guys

I would think so, and that's where I'd I'd send anything to. Alternatively, copy the letter to both offices. That way it should definitely get attention

 

[jug]

letters usually sit in a long queue and get read by someone with no power, so even if they want to help they cant. however its always the best thing to try first.

if the response is not satisfactory you can then post your letter direct to a director (or several of them).

you will get a better response if your letter is written in the correct way. obviously a rant is not going to make you any friends. you need to make it clear that you have tried other methods to resolve your issue, and only out of desparation you are contacting directors.

be polite, stick to facts, give as much information as possible (relevant info only!) and be reasonable (dont make demands).

Giulio Salomone is the managing director
Rob Calver is after-sales director (he is on a mission to restore customer confidence so he may be a good first contact)
Peter Newton is public relations director (would be my second choice)


the director's postal addresses are at
Fiat House,
240 Bath Road
Slough,
SL1 4DX

you can address a letter with any director's name and they should receive it.

failing that you can email a director using [firstname].[lastname]@fiat.com

if that doesnt work, telephone Fiat UK's Chairman Richard Gadeselli on 020 7724 1245. he's down at Marble Arch Tower in London

12th Floor
Marble Arch Tower
55 Bryanston Street
London
W1H 7AA

failing that, buy german next time

 

[luvduvs]

Out of curiosity, how did you get those names/titles/phone numbers?

 

[jug]

Out of curiosity, how did you get those names/titles/phone numbers?

2 mins of research

 

[dan-the-man]

thanks Jug, plenty of info there!

letter has been written, I have been polite because this is the first time

I think if i address it to Rob Calver and mark the envelope "Private & Confidential" then it WILL get to him unopened, as I open the post at work and were not allowed to open anything marked that

 

[T14086]

Kinda off topic abit but this thread got me thinking and after a few events in recent weeks and conversations with a variety of people....

firstly lets take garages out of the equation here but why do people 'seem' to complain more about their cars then anything else

Do people complain with the same 'vigour' about other items....example is transco(british gas or whoever they are calling themselves this month!)...charging me over £500 to move the meter 10inches thing is no one else is allowed to do it so i'm shaft*d I have to pay it.No one to complain to over these prices etc....

Or what about houses,with average house price of around £180,000 (price of at least 10 cars) yet do we bother with broken roof tile,leak around window frame etc....we dont really do we?

Had some people say to me they would rather lose their house than car...even their wife! What makes someone enter a garage ranting & raving at a chip so small I had to use a magnifying glass to see it (even then I wasn't 100% sure!) ...would these same type of people walk into a builders yard,plumbers,lawyers etc with the same verbal abuse?

Is it because its a 'male' thing & we know better than technicians,is it the british national sport to complain about cars,is it because we can go into a garage & complain knowing theres a good chance we will probably get what we want or at least a discount/freebie etc.

Just interested to know if others here do complain in the same way (and do so on builder,plumber forums etc) as I see very little sign of it,I normally get told to f*ck off when I try it

 

[dan-the-man]

is it because we can go into a garage & complain knowing theres a good chance we will probably get what we want or at least a discount/freebie etc.

I think thats a big reason why people do, where I work if a customer complains then they get what they want, and people pick up on it so they complain about anything.

This is the first time I've ever complained about anything though

 

[Liam]

I penned this a while back,

Dear Sir/Madam

Recall Issue: Fuel Tank Leak with Cinquecento

I am currently the owner of a Fiat Cinquecento Sporting registration SAZ 9992 and chassis number: ZFA000001044285. I am the third owner to date. With regard to the fuel tank issue when I bought the car I was told by the owner that the car had been subject to the recall. Written in the service book was “Fuel tank replaced under recall” I thought this was good and there would be no troubles. That was March 2002.

Just the other day I had noticed a strong smell of petrol from the car and upon inspection by myself the fuel tank was damp and the leak easily spotted at the seam of the tank. I’ll take the courtesy of reminding you of VOSA’s advice on the recall

Vehicle Recall Details​

​

if("Netscape" == brows) { document.write(' '); } else { document.write(' '); } Reference :​

R/1999/071

Manufacturer Ref :​

2974

Make:​

FIAT

Model :​

Cinquecento

Launch Date :​

18/10/1999

Numbers Involved :​

52612

Build Start Date :​

01/10/1992

Build End Date :​

30/07/1998

Writetitle('Details');

Details​

​

if("Netscape" == brows) { document.write(''); } else { document.write(''); } Concern :​

POSSIBLE CORROSION OF FUEL TANK RESULTING IN FUEL LEAKAGE

Description :​

On some Cinquecento vehicles it is possible the fuel tank may corrode at the centre seam, with a consequent risk of fuel leakage.

Remedial Action :​

Replace the fuel tank with a quality assured unit

Vehicle Id :​

064047 to 1166832

Writetitle("Other Vehicles Affected (Click the vehicle to perform an extended search)")
​

​

In remedial action it states “Replace with a quality assured unit” now it is my thinking that the unit fitted during the recall was not of the quality required and has led to this further leak.

Upon contacting your Customer Care Team I was told to contact my dealer, I contacted my nearest dealer and through the computer system was told there was no outstanding recall notice hence the previous work and was then referred back to the Care Team. I was then told that on September 2000 that the tank was “inspected” according to your records. I was now really puzzled!

The purpose of the letter is to rectify a problem which I do not deem my own and believe it to be the responsibility of Fiat UK. The cost of a replacement tank and labour at the local dealer comes to over £200 a cost that I cannot easily cover and indeed do not feel obliged to.

I would appreciate a written response and also call from you or a member of Fiat UK’s staff and hope a solution is forthcoming.

Yours faithfully

Sent to

Fiat Information & Customer Services
FREEPOST (NAT13690)
Twickenham
TW1 1BR

Fiat (UK), 240 Bath Road, Slough, Berkshire, SL1 4DX

[email protected]

I was working on the Shawshank method, if no contact then send two letters a day!

Liam

 

[dan-the-man]

Letter sent today.

Rang JCS Kegworth and spoke to Richard in the service department and he said the parts are in (nice of them to ring me) and I can't have a courtesy car until the 26th June, when the car is booked in for an MOT on the 23rd and wont pass without an ABS sensor. he originally told me that "when the parts are in you can have a courtesy car that night and then ring it back the next day" because i work 9-5.

Told him I had made a compliant regarding the situation and he wasnt happy, he said "I don't appreciate a complaint being made" well sorry mate but thats tough, and you should have thought about that before mis-informing me.

At this point i was quite p***ed off with him, so I rang FIAT head office and have opened a case, hopefully when they receive the letter they will link it upto the case I have opened.

The guy on the phone said FIAT will probably arrange a rental car for me instead of the dealers courtesy car.

I must say though that the guys at FIAT head office are brilliant, he told me that I should receive a response within 48 hours and if I don't just to keep ringing.

It's a shame some of the dealers aren't like this.

 

[luvduvs]

Told him I had made a compliant regarding the situation and he wasnt happy, he said "I don't appreciate a complaint being made" well sorry mate but thats tough, and you should have thought about that before mis-informing me.

He should be sacked for saying that - you wouldn't be complaining if you're happy, right? :bang:

 

[T14086]

you wouldn't be complaining if you're happy, right?

Its a British thing Kev.........were not happy unless were complaining

 

[Renegade_8]

You can't advertise your cars as aspirational purchases loaded with brand values like German precision or Italian flair, then complain when people buy into it and are disapointed with the gap between hype and what production and the dealers churn out.
I spose with British cars you could appeal to accountants by pointing out to them how much work the collapse of MGR has generated for Price Waterhouse???