Amersham AM - Very nice chaps!
Discussion
Popped in to Amersham to get a couple of things 'quickly checked out' the other day. The team were most helpful and probably spent 30 minutes or so answering my questions, sticking the fault code machine on the car for me plus setting the mirrors to Auto fold.....had a lovely cuppa thrown in too!
There was none of this 'That's 30 minutes at £....' just a friendly 'we look forward to seeing you for your service' Interestingly the service guys didn't even know I bought the car from their dealership so I can only assume this is 'normal' from these guys (having read a few post I believe it is!)
Anyway it's an excellent way to get my business, be helpful, be friendly and don't charge for every second of your time! They shall be servicing my car very soon!!
There was none of this 'That's 30 minutes at £....' just a friendly 'we look forward to seeing you for your service' Interestingly the service guys didn't even know I bought the car from their dealership so I can only assume this is 'normal' from these guys (having read a few post I believe it is!)
Anyway it's an excellent way to get my business, be helpful, be friendly and don't charge for every second of your time! They shall be servicing my car very soon!!
Interesting how you can have a completely different experience of the same place.
I went in there on a Saturday to collect my car and the sales guys were sat in their office, one did come out and asked what I wanted. He then proceeded to carry on chatting with the other sales guys for at over 30 mins before he went to look for my keys. It was like a big middle finger because I had the cheek to collect my car on a Saturday and I wasn't buying a new one.
Personally after that experience I wouldn't go back, which is why my car now goes to Rick at DMS.
I went in there on a Saturday to collect my car and the sales guys were sat in their office, one did come out and asked what I wanted. He then proceeded to carry on chatting with the other sales guys for at over 30 mins before he went to look for my keys. It was like a big middle finger because I had the cheek to collect my car on a Saturday and I wasn't buying a new one.
Personally after that experience I wouldn't go back, which is why my car now goes to Rick at DMS.
flyingjase said:
Interesting how you can have a completely different experience of the same place.
I went in there on a Saturday to collect my car and the sales guys were sat in their office, one did come out and asked what I wanted. He then proceeded to carry on chatting with the other sales guys for at over 30 mins before he went to look for my keys. It was like a big middle finger because I had the cheek to collect my car on a Saturday and I wasn't buying a new one.
Personally after that experience I wouldn't go back, which is why my car now goes to Rick at DMS.
I am sorry to hear that , i would like to know the date of when you came in so i can trace back and take some action .I went in there on a Saturday to collect my car and the sales guys were sat in their office, one did come out and asked what I wanted. He then proceeded to carry on chatting with the other sales guys for at over 30 mins before he went to look for my keys. It was like a big middle finger because I had the cheek to collect my car on a Saturday and I wasn't buying a new one.
Personally after that experience I wouldn't go back, which is why my car now goes to Rick at DMS.
Seems very harsh on the service department and yourself. Losing your business due to sales guys , and now have to travel to derby , where here they deliver and collect your car free of charge, valet it , free health check, free 140 point for the warranty, can carry out all the warranty etc etc.
LC23 said:
Alan, Mike and the other service guys at Amersham do a great job in my experience. They have looked at a few niggles on my car (usual stuff) and not once has a bill been presented to me for anything I would not expect to pay for or have been told in advance would be due.
I 2nd that....top guys with a great service received every time.Richard
LC23 said:
Alan, Mike and the other service guys at Amersham do a great job in my experience. They have looked at a few niggles on my car (usual stuff) and not once has a bill been presented to me for anything I would not expect to pay for or have been told in advance would be due.
I should bloody well hope not, its hardly great service not to be charged for something that you hadn't been told about in advance !!!what I dont understand flyingjase is why you allowed some pig ignorant tit of a salesman to have you standing around for 30 min.....if I had been waiting more than 2 min i would have kicked off.....Are you a wallflower ?
I must say that Alans service team and at least one of the sales guys are top people in my experience and a big part of any decision to return to AM after the Italian itch.
They always helped me out with good grace. Never met a friendlier bunch.
Now when will we see an AM with a dual clutch box?
They always helped me out with good grace. Never met a friendlier bunch.
Now when will we see an AM with a dual clutch box?
michael gould said:
Are you a wallflower ?
Michael you made your point succinctly. No real need for the personal remark.Jason is fully entitled to his opinion. He has had a bad experience and is letting people know about it. Service is not confined to a chap with a spanner in his hand, but pervades the whole organisation.
Blackice has shown himself to be a consumate pro, and has attempted to address the issue. Jason's lifelong future business is likely to run into the tens of thousands of pounds (purchase, upgrades, service, warranty etc).
Might I suggest something special to secure this future revenue stream
Totally agree with you Jockman .......Blackice is obviously a good guy and well respected on this site......the complaint post just shows how that hard work and respect can be damaged by a divi salesman who couldn't give a damm .......I just don't understand how anybody tolerates that kind of treatment !
We all form opinion based on personal experience
I'm not naive enough to think that everybody that has contact with my business thinks it's the best thing since sliced bread, a business is only as good as the person you have contact with on the day of the experience.
That is why I caveated the post with "you can have a completely different experience of the same place"
I dropped the car off for Stratstone to have a look at a squeek (blackice I will dig out dates for you, but I was the chap that had the Black Range Rover with the very personal plate that one of your guys commented on if that helps)
I needed to pick it up on Saturday as I was working away all week and was informed that the sales team would know I was coming (as service was shut). I was left sitting there like a numpty for a long time whilst they had an internal chat. Fair enough if they had paying customers, but internal banter that carries on in front of a waiting customer is unforgiveable. I felt like they didn't give a toss becuase I wasn't there to buy a car. Michael had told me he would leave the keys (they couldn't find anything wrong with car so there was no charge) so it should have taken 30 seconds.
Now don't get me wrong, there was some nice stuff to look at! But once I'd done a lap of the showroom it was time to leave, not have to hang around any longer. When I put my head round the door after about 15 mins, I was told 'in a minute' and trust me I was the height of politeness. I then had to wait another 20+ minutes. Somewhat frustrating when you have stuff to do on a Saturday morning.
As a result of that experience, I put my car in with Rick for the annual service, and becuase I am anal about my cars and give them lots of 'TLC', pampering them in a way I shouldn't and really doesn't make economical sense, the bill was the best part of £5k. That's revenue that Stratstone lost out on becuase of 1 experience.
I felt I was objective about my comments so I apologiss if I've offended anyone. Personally I would prefer to know if someone had a bad experience of my business so at least I could do something about it.
I'm not naive enough to think that everybody that has contact with my business thinks it's the best thing since sliced bread, a business is only as good as the person you have contact with on the day of the experience.
That is why I caveated the post with "you can have a completely different experience of the same place"
I dropped the car off for Stratstone to have a look at a squeek (blackice I will dig out dates for you, but I was the chap that had the Black Range Rover with the very personal plate that one of your guys commented on if that helps)
I needed to pick it up on Saturday as I was working away all week and was informed that the sales team would know I was coming (as service was shut). I was left sitting there like a numpty for a long time whilst they had an internal chat. Fair enough if they had paying customers, but internal banter that carries on in front of a waiting customer is unforgiveable. I felt like they didn't give a toss becuase I wasn't there to buy a car. Michael had told me he would leave the keys (they couldn't find anything wrong with car so there was no charge) so it should have taken 30 seconds.
Now don't get me wrong, there was some nice stuff to look at! But once I'd done a lap of the showroom it was time to leave, not have to hang around any longer. When I put my head round the door after about 15 mins, I was told 'in a minute' and trust me I was the height of politeness. I then had to wait another 20+ minutes. Somewhat frustrating when you have stuff to do on a Saturday morning.
As a result of that experience, I put my car in with Rick for the annual service, and becuase I am anal about my cars and give them lots of 'TLC', pampering them in a way I shouldn't and really doesn't make economical sense, the bill was the best part of £5k. That's revenue that Stratstone lost out on becuase of 1 experience.
I felt I was objective about my comments so I apologiss if I've offended anyone. Personally I would prefer to know if someone had a bad experience of my business so at least I could do something about it.
flyingjase said:
"you can have a completely different experience of the same place"
Completely agree with that statement Jason. Stratstones, when they were in Birmingham city centre, were an absolute delight to deal with on the sales but they only ever dealt with my first service. That one experience alone put me off giving them any repeat business and trust me when I say we're talking about them losing a lot more than £5k in revenue since I took ownership of the V8V in late 2006. Little things like not clearing the service indicator message when the vehicle was supposedly serviced and ready to go, something that required a further round trip of 40 miles to rectify, was just one out of a number of issues that gave me little confidence in them. My feelings were, if they've missed this then what else has been missed.In fairness to your dealer it does sound as though they perhaps felt that this was a 'service' issue and as such not their responsibility; a shame really as I know only too well that the one directly affects the other in the overall customer satisfaction stakes and it's a shame that they don't/didn't realise it too.
flyingjase said:
We all form opinion based on personal experience
I'm not naive enough to think that everybody that has contact with my business thinks it's the best thing since sliced bread, a business is only as good as the person you have contact with on the day of the experience.
That is why I caveated the post with "you can have a completely different experience of the same place"
I dropped the car off for Stratstone to have a look at a squeek (blackice I will dig out dates for you, but I was the chap that had the Black Range Rover with the very personal plate that one of your guys commented on if that helps)
I needed to pick it up on Saturday as I was working away all week and was informed that the sales team would know I was coming (as service was shut). I was left sitting there like a numpty for a long time whilst they had an internal chat. Fair enough if they had paying customers, but internal banter that carries on in front of a waiting customer is unforgiveable. I felt like they didn't give a toss becuase I wasn't there to buy a car. Michael had told me he would leave the keys (they couldn't find anything wrong with car so there was no charge) so it should have taken 30 seconds.
Now don't get me wrong, there was some nice stuff to look at! But once I'd done a lap of the showroom it was time to leave, not have to hang around any longer. When I put my head round the door after about 15 mins, I was told 'in a minute' and trust me I was the height of politeness. I then had to wait another 20+ minutes. Somewhat frustrating when you have stuff to do on a Saturday morning.
As a result of that experience, I put my car in with Rick for the annual service, and becuase I am anal about my cars and give them lots of 'TLC', pampering them in a way I shouldn't and really doesn't make economical sense, the bill was the best part of £5k. That's revenue that Stratstone lost out on becuase of 1 experience.
I felt I was objective about my comments so I apologiss if I've offended anyone. Personally I would prefer to know if someone had a bad experience of my business so at least I could do something about it.
I'm not naive enough to think that everybody that has contact with my business thinks it's the best thing since sliced bread, a business is only as good as the person you have contact with on the day of the experience.
That is why I caveated the post with "you can have a completely different experience of the same place"
I dropped the car off for Stratstone to have a look at a squeek (blackice I will dig out dates for you, but I was the chap that had the Black Range Rover with the very personal plate that one of your guys commented on if that helps)
I needed to pick it up on Saturday as I was working away all week and was informed that the sales team would know I was coming (as service was shut). I was left sitting there like a numpty for a long time whilst they had an internal chat. Fair enough if they had paying customers, but internal banter that carries on in front of a waiting customer is unforgiveable. I felt like they didn't give a toss becuase I wasn't there to buy a car. Michael had told me he would leave the keys (they couldn't find anything wrong with car so there was no charge) so it should have taken 30 seconds.
Now don't get me wrong, there was some nice stuff to look at! But once I'd done a lap of the showroom it was time to leave, not have to hang around any longer. When I put my head round the door after about 15 mins, I was told 'in a minute' and trust me I was the height of politeness. I then had to wait another 20+ minutes. Somewhat frustrating when you have stuff to do on a Saturday morning.
As a result of that experience, I put my car in with Rick for the annual service, and becuase I am anal about my cars and give them lots of 'TLC', pampering them in a way I shouldn't and really doesn't make economical sense, the bill was the best part of £5k. That's revenue that Stratstone lost out on becuase of 1 experience.
I felt I was objective about my comments so I apologiss if I've offended anyone. Personally I would prefer to know if someone had a bad experience of my business so at least I could do something about it.
I respect you with what you have said and understand and agree whole heartedly.
I would like to say sorry of behalf of Amersham. I have also sent you an email.
Ps , Thank you to everyone else for all of the positive comments for the Service team at Amersham, it's what drives us on, customer feedback (good or bad) thank you Jason for posting yours.
Also i know most of you that have commented , but please let me know who you are and i will give you a bonus discount on your next services.
Happy and safe motoring everyone.
blackice1 said:
I respect you with what you have said and understand and agree whole heartedly.
I would like to say sorry of behalf of Amersham. I have also sent you an email.
Ps , Thank you to everyone else for all of the positive comments for the Service team at Amersham, it's what drives us on, customer feedback (good or bad) thank you Jason for posting yours.
Also i know most of you that have commented , but please let me know who you are and i will give you a bonus discount on your next services.
Happy and safe motoring everyone.
AMGreg said:
I've never had any issues with them - have always been very helpful. Picking up a car from them Friday so I'll let you know how it goes.
I'm sure if you raise the problems you had with them they'd do something to rectify the issues.
Exchanged my V8V for a V12V today at Amersham. I met Alan and the sales team and they were as helpful as always. Special thanks to Will.I'm sure if you raise the problems you had with them they'd do something to rectify the issues.
(V pleased with the V12V too!)
Three comments I surpose,
1. Greg congrates on getting the hottest ride in town....enjoy.
2. Great honest and open post by Flyingjase....
3. A professional and caring response from Blackice1....well done for taking one for the team, now make sure you remind your so called salesmen that it is a team game your playing!
1. Greg congrates on getting the hottest ride in town....enjoy.
2. Great honest and open post by Flyingjase....
3. A professional and caring response from Blackice1....well done for taking one for the team, now make sure you remind your so called salesmen that it is a team game your playing!
Adding an additional big thumbs up for these guys.
New to the world of Aston ownership this year and shopped around 7-8 main dealers to the find right car. The professionalism of the sales team at Amersham was head and shoulders above almost all the others.
Ended up sourcing a 6 month-old 4.7 elsewhere due to availability and did wonder how well I might be received for follow-up service at Amersham!
Alan and his team couldn't have been more amicable. They sorted a couple of niggles and set up the car properly (how it should be delivered by the supplying dealer!). The customer service received so far has been genuine, friendly and first rate. Can't recommend them enough ... such a great level of local support has really added to the whole Aston experience to-date.
Steve
New to the world of Aston ownership this year and shopped around 7-8 main dealers to the find right car. The professionalism of the sales team at Amersham was head and shoulders above almost all the others.
Ended up sourcing a 6 month-old 4.7 elsewhere due to availability and did wonder how well I might be received for follow-up service at Amersham!
Alan and his team couldn't have been more amicable. They sorted a couple of niggles and set up the car properly (how it should be delivered by the supplying dealer!). The customer service received so far has been genuine, friendly and first rate. Can't recommend them enough ... such a great level of local support has really added to the whole Aston experience to-date.
Steve
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