General Had to pass a complaint to FIAT uk

[Big Black Stilo]

As most of you know, I had my 3rd/4th selector replaced. 3rd/4th synchro and 3rd gear replaced under warranty.

Since the work was done the gear box works fine, there is no performance issues but the was a noise on the box when you cruised without touching the clutch or gas pedal. (kinda sounds like a classic car coming off the revs)

I gave it some time to wear off and it didnt, but it has never actually got worse.

A trip to the dealer heralds that something is amiss somewhere and it needs to be looked at. service manager puts it through the system and then the computer says call the warranty company.

The warranty company wont do the work as the car was service out side the final possible date for service on the 2nd year service- by 14 days.

Service manager tried his best but had to give up as they threatened to make him pay for all previous warranty work since that service. He gave me the number so I had a crack and they in turn sai its not their ruling its fiats. So I was passed to fiat.

They asked a series of questions and seemed quite impressed that all work that has been done on the car, servicing and warranty and purchasing add ons and the bloody car was done through the same dealer, so they said they would review my case and see if it can be looked at being over ruled.

That was friday and still not heard anything from them but they have until the end of the day today to get back to me or its phone call time.

Complaints passed through our work are dealt with and responded to in 24 hours, I have complained to other companies in the past and had it resolved within 24-48 hours(bar direct line who are pants)

Anyone reckon I sholud hold my breath?

 

[Stilo_ste]

I've been waiting since March 31 - 5 1/2 weeks......... Still no response, even after reminders from me to the call centre (where ever that is).

To be fair, I think the handbook does state that a tolerance of 1000 miles or one month is allowed for the service to be done. I would check it out.

 

[Shunter]

Fiat admitted in a letter that they owed me £381 for a warranty repair that they forced me to pay on pain of not getting my car back from the garage and it then took 4 and half months to get the money back and that was only after going to the small claims court.

Prior to this over a period of 2 years I did not get one reply to any letter or phone call to Fiat whether it was complaint or praise.

So, no, dont hold your breath

Why, oh why, do Fiat still not understand that good customer relations is the key to keeping repeat customers. The cars look fabulous, they are usually well equiped and generally perform well, but they do seem to be beset with mainly niggly problems (and some major ones) which would probably not bother customers if they knew that customer relations were going to do what their name says, but they don't, so repeat customers (myself included who really love the Fiat marque) turn to other car makers. I may not be sure how another manufacturer will treat me, but I do know how Fiat has treated me over nearly 3 years.

This is not a pop at Fiat cars, but at Fiat (lack of) customer management.

 

[Citizen Smith]

Anyone reckon I sholud hold my breath?

Only if you can beat David Blane's attempt.

 

[Stilo_ste]

To demonstrate another manufacturers attempt, Vauxhall responded within an hour to a complaint I made to them about a previous car. I am not plugging Vx, just highlighting the difference.

Totally agree with above

 

[dan-the-man]

Most companies have a time limit to respond to complaints, Obviously FIAT don't.
Best thing to do is give them a call and ask them when you expect to receive a reply and keep bugging them until you get some joy

 

[Sid]

:idea: Apparently the call centre is in Bonnnie Scotland, got quite an abrupt correction when I suggested it was abroad on one of my posts!

 

[Stilo_ste]

I also thought it was in India.

 

[Sid]

:worship: Don't let 'Seraph' find out you thought it was India......See the b#ll#cking hr posted to me for that suggestion under >technical>cd player jammed.
Talk about 'soap box'!!!!!!!!!!!!!!!

 

[Stu DemonD]

This thread: https://www.fiatforum.com/stilo-technical/61622-cd-player-jammed.html

May not be indian, but they sound like a load of cowboys :runaway:

 

[Big Black Stilo]

the woman I spoke with had an essex accent so i presumed it was in that area. Cant imagine them having more than one customer service centre if they are that crap

 

[Seraph]

:worship: Don't let 'Seraph' find out you thought it was India......See the b#ll#cking hr posted to me for that suggestion under >technical>cd player jammed.
Talk about 'soap box'!!!!!!!!!!!!!!!

LOL. i would hardly call it a b*llocking. i just said everyone at FIAT i'd spoken to were in scotland.

 

[Big Black Stilo]

To be fair, I think the handbook does state that a tolerance of 1000 miles or one month is allowed for the service to be done. I would check it out.

I understand this to be the case but that particular service period i couldnt get time off work as creating and building a new team at work, then I was out of the country. When I got back i had to wait to get paid to do it.

They did seem impressed with the amount of 'loyalty' from me.

Its time for that phone call!

 

[Big Black Stilo]

God they have got honkey-tonk western hold music- oo someones answered!

 

[Big Black Stilo]

Right, just got off the phone, my complaint was passed to head office on monday and is being reveiwed at the moment, they have put a chase on it.

Apparently the head office is in slough. I spoke to someone who wasnt scottish, again. Comical that voice on the menus is australian.

Actually the guy i spoke to sounded south african.

 

[Stilo_ste]

Yes, the head office is in Slough. My complaint is being 'dealt' with by them. I put dealt in ' ' as I don't see any progress at all from them.

TBH I don't really care where people actually are located, as long as they provide the service expected. This is yet to happen and is nearly 6 weeks old.... (Friday at 11:30 am 31 March was when the complaint was launched)

I do have the number and name of the department manager at Slough, don't want to use it yet.........

All I want is some answers and someone to be able to restore the faith that I once had with Fiat. Is that too much to ask? Until then, I will have to be negative about Fiat unfortunately, it is the only experience I have with them. I don't want to be, I want to be really positive and shout their greatness from the rooftops, I just don't have any reason to do this (yet).

 

[Big Black Stilo]

They havent dealt with me yet.

Basically both Direct line and Orange are scared of me.

 

[Morritt]

my car has been in garage all week, waiting on parts from fiat, i am seriously considering rejecting the car as its been back 3 times in 5 weeks (for a couple of days at a time, this time since tuesday and they earliest that they rekon they can get the parts is monday and thats no guarantee).

googling for "rejecting a used car", on page 2 ...

http://www.google.co.uk/search?q=rejecting+a+used+car&hl=en&lr=&cr=countryUK|countryGB&start=10&sa=N

a stilo review? lol, coincidence?