Main Dealer vs Rick @ DMS
Discussion
Just wanted to have a real rant about the local main dealer to me...I will be avoiding them like the plague unless I'm forced to go there again, they've given me '600' reasons not to go so I won't list them all. They have zero concept of customer service, for example:
1) Replaced £2k worth of alloy wheels under warranty but charged for the £30 bits of plastic in the centre despite having wasted my time on the 1st vist to fit them, as they had the wrong wheels. Wouldn't even throw in the £30 as a goodwill gesture for wasting my time.
2) On the second visit to fit the wheels, I asked if I could see the wheels pre-fitting to ensure they were the right ones, but initial response was "the technician has checked them" (despite having got it wrong first time). I had to force them to let me check pre-fitting. The correct response sould have been "of course sir, come through this way"
3) Wifi access while I'm waiting for 2 hours for them to fit the 4 wheels (1 hour job tops per Rick @ DMS) isn't allowed. Apparently "Wifi access is for the Directors only" (my laptop picked up the signal but they wouldn't give me the key). Rick @ DMS let me use his wifi all day
4) When in the market to purchase an Aston they couldn't be bothered to come over and even talk to me because, I presume, I wasn't wearing a suit, I went back in a suit and they couldn't get out of their glass boxes quick enough.
5) I had scuffed the front bumper and wanted them to give a very ball park estimate to fix i.e. £20, £200 or £2k, but apparently the official bodyshop estimator wasn't in that day and no one else could give me a ball park figure...surely 1 of them must have had a slight clue about what a ball park fix would be (Rick fixed it FOC in the annual service charge).
Go to Rick at DMS you'll get a smile, a bacon butty and an ice cream, loads of customer service, lots of added extras i.e. fixing 2 rattles at no charge, touching up the paintwork I had scuffed again at no charge, but most of all you'll feel welcomed and not that you are inconveniencing them by bothering them with your very expensive P&J.
1) Replaced £2k worth of alloy wheels under warranty but charged for the £30 bits of plastic in the centre despite having wasted my time on the 1st vist to fit them, as they had the wrong wheels. Wouldn't even throw in the £30 as a goodwill gesture for wasting my time.
2) On the second visit to fit the wheels, I asked if I could see the wheels pre-fitting to ensure they were the right ones, but initial response was "the technician has checked them" (despite having got it wrong first time). I had to force them to let me check pre-fitting. The correct response sould have been "of course sir, come through this way"
3) Wifi access while I'm waiting for 2 hours for them to fit the 4 wheels (1 hour job tops per Rick @ DMS) isn't allowed. Apparently "Wifi access is for the Directors only" (my laptop picked up the signal but they wouldn't give me the key). Rick @ DMS let me use his wifi all day
4) When in the market to purchase an Aston they couldn't be bothered to come over and even talk to me because, I presume, I wasn't wearing a suit, I went back in a suit and they couldn't get out of their glass boxes quick enough.
5) I had scuffed the front bumper and wanted them to give a very ball park estimate to fix i.e. £20, £200 or £2k, but apparently the official bodyshop estimator wasn't in that day and no one else could give me a ball park figure...surely 1 of them must have had a slight clue about what a ball park fix would be (Rick fixed it FOC in the annual service charge).
Go to Rick at DMS you'll get a smile, a bacon butty and an ice cream, loads of customer service, lots of added extras i.e. fixing 2 rattles at no charge, touching up the paintwork I had scuffed again at no charge, but most of all you'll feel welcomed and not that you are inconveniencing them by bothering them with your very expensive P&J.
Having stablished a buyer for my car, I'm booked in to see Rick next month for a pre-sales health check and service, I have only spoken to them on the phone so far and via email and even this has left me wanting to give them my business from here on in. Very friendly, polite, professional. Will definitely be where I get the replacement serviced. This is the way companies should be run.
Seriously though, you cant fault his service and knowledge 
Mr Overheads said:
Just wanted to have a real rant about the local main dealer to me...I will be avoiding them like the plague unless I'm forced to go there again, they've given me '600' reasons not to go so I won't list them all. They have zero concept of customer service, for example:
1) Replaced £2k worth of alloy wheels under warranty but charged for the £30 bits of plastic in the centre despite having wasted my time on the 1st vist to fit them, as they had the wrong wheels. Wouldn't even throw in the £30 as a goodwill gesture for wasting my time.
2) On the second visit to fit the wheels, I asked if I could see the wheels pre-fitting to ensure they were the right ones, but initial response was "the technician has checked them" (despite having got it wrong first time). I had to force them to let me check pre-fitting. The correct response sould have been "of course sir, come through this way"
3) Wifi access while I'm waiting for 2 hours for them to fit the 4 wheels (1 hour job tops per Rick @ DMS) isn't allowed. Apparently "Wifi access is for the Directors only" (my laptop picked up the signal but they wouldn't give me the key). Rick @ DMS let me use his wifi all day
4) When in the market to purchase an Aston they couldn't be bothered to come over and even talk to me because, I presume, I wasn't wearing a suit, I went back in a suit and they couldn't get out of their glass boxes quick enough.
5) I had scuffed the front bumper and wanted them to give a very ball park estimate to fix i.e. £20, £200 or £2k, but apparently the official bodyshop estimator wasn't in that day and no one else could give me a ball park figure...surely 1 of them must have had a slight clue about what a ball park fix would be (Rick fixed it FOC in the annual service charge).
Go to Rick at DMS you'll get a smile, a bacon butty and an ice cream, loads of customer service, lots of added extras i.e. fixing 2 rattles at no charge, touching up the paintwork I had scuffed again at no charge, but most of all you'll feel welcomed and not that you are inconveniencing them by bothering them with your very expensive P&J.
And this dealer was?1) Replaced £2k worth of alloy wheels under warranty but charged for the £30 bits of plastic in the centre despite having wasted my time on the 1st vist to fit them, as they had the wrong wheels. Wouldn't even throw in the £30 as a goodwill gesture for wasting my time.
2) On the second visit to fit the wheels, I asked if I could see the wheels pre-fitting to ensure they were the right ones, but initial response was "the technician has checked them" (despite having got it wrong first time). I had to force them to let me check pre-fitting. The correct response sould have been "of course sir, come through this way"
3) Wifi access while I'm waiting for 2 hours for them to fit the 4 wheels (1 hour job tops per Rick @ DMS) isn't allowed. Apparently "Wifi access is for the Directors only" (my laptop picked up the signal but they wouldn't give me the key). Rick @ DMS let me use his wifi all day
4) When in the market to purchase an Aston they couldn't be bothered to come over and even talk to me because, I presume, I wasn't wearing a suit, I went back in a suit and they couldn't get out of their glass boxes quick enough.
5) I had scuffed the front bumper and wanted them to give a very ball park estimate to fix i.e. £20, £200 or £2k, but apparently the official bodyshop estimator wasn't in that day and no one else could give me a ball park figure...surely 1 of them must have had a slight clue about what a ball park fix would be (Rick fixed it FOC in the annual service charge).
Go to Rick at DMS you'll get a smile, a bacon butty and an ice cream, loads of customer service, lots of added extras i.e. fixing 2 rattles at no charge, touching up the paintwork I had scuffed again at no charge, but most of all you'll feel welcomed and not that you are inconveniencing them by bothering them with your very expensive P&J.
Gassing Station | Aston Martin | Top of Page | What's New | My Stuff