Disappointing Service standard - is this typical?

[drcarrera]

Had my first AM service experience last week, and it's wasn't as good as I would have hoped for a 1K service on a £100K car!

Positives :
Booked in in timely fashion
Pleasant service advisors
Reasonable loan car

Negatives :
Two faults I'd highlighted were not fixed (depite being told they had been). And I paid extra for one of them as is wasn't covered by the warranty!
Boot trim piece broken.
Oily substance sprayed over back of drivers seat.
No promised phone call to say car was ready (or provide any update)
Admin fee added to invoice for loan car insurance (not advised in advance)
Surcharge added to invoice for using credit card!

I also had to clean the loan car before I used it (I was going to a funeral) as the outside was covered in bird poo, the inside in fag ash!

Oh, and when sorting out payment and collecting the car, one of the salesmen spent the whole time wandering around behind me shouting down his mobile about issues at a swimming pool! (Not really a problem, but not very professional all the same!).

In isolation, none of the above issues would particularly concern me, but added together they don't make for the kind of customer service I would have expected.

Is this the norm, or was I just unlucky! If the former, I can see why some of you look forward to their car coming out of warranty so you can take it to DMS!

[Jockman]

drcarrera said:

I can see why some of you look forward to their car coming out of warranty so you can take it to DMS!

Sorry to hear about your experience Chris.

Your statement above doesn´t make sense. Mine is still in warranty and Rick does the servicing. DMS is an approved and accredited specialist, and so has access to genuine parts.

Unless, I´m reading this incorrectly

[michael gould]

drcarrera said:

Had my first AM service experience last week, and it's wasn't as good as I would have hoped for a 1K service on a £100K car!

Positives :
Booked in in timely fashion
Pleasant service advisors
Reasonable loan car

Negatives :
Two faults I'd highlighted were not fixed (depite being told they had been). And I paid extra for one of them as is wasn't covered by the warranty!
Boot trim piece broken.
Oily substance sprayed over back of drivers seat.
No promised phone call to say car was ready (or provide any update)
Admin fee added to invoice for loan car insurance (not advised in advance)
Surcharge added to invoice for using credit card!

I also had to clean the loan car before I used it (I was going to a funeral) as the outside was covered in bird poo, the inside in fag ash!

Oh, and when sorting out payment and collecting the car, one of the salesmen spent the whole time wandering around behind me shouting down his mobile about issues at a swimming pool! (Not really a problem, but not very professional all the same!).

In isolation, none of the above issues would particularly concern me, but added together they don't make for the kind of customer service I would have expected.

Is this the norm, or was I just unlucky! If the former, I can see why some of you look forward to their car coming out of warranty so you can take it to DMS!

not good and totaly unacceptable....just out of interest did they give you a cost before hand...or did you ask for one....golden rule negociate the price beforehand not afterwards !.....Stratstones of Wilmslow make no charge what so ever for the loan car....or credit card use

[magnus73]

If you seek 'Good old fashioned service' I would recommed Chiltern Aston in herfordshire.

The offer a competitive hourly rate & again use only genuine AM parts.

The also have a collect & return service to overcome most geographical challenges.


Regards

Mag

[LC23]

michael gould said:

not good and totaly unacceptable....just out of interest did they give you a cost before hand...or did you ask for one....golden rule negociate the price beforehand not afterwards !.....Stratstones of Wilmslow make no charge what so ever for the loan car....or credit card use

I now follow up with an e-mail to the service department to clearly set out my expectations and parameters based on any call or discussion I have. Comes in handy, especially when a different service adviser initially speaks to you, is there when you drop your car off and then a different one again when you pick it up!

[SabreN400]

I usually use Harwoods in Chichester, and have always had very good service from them. The Service manager, Martin Young has always been very helpeful, including sorting out some problems when having a wheel refurbished.

[Slarti]

I think you're being too generous. I don't let my closest friends, family or anyone smoke in my car. I stay in hotels where smoking incurrs a very expensive room 'refresh' charge. I'd be on their case in a big way about this, it's unacceptable and I would demand compensation! Even if they claim not to have it doesn't matter, there should not be fag ash anywhere near your motor. As for the rest of it, Im shocked. I'm sure the owner of the dealership would have a view on this. Let him know about it and let him know that we're talking about it! I hate these stories.

[drcarrera]

Slarti said:

I think you're being too generous. I don't let my closest friends, family or anyone smoke in my car. I stay in hotels where smoking incurrs a very expensive room 'refresh' charge. I'd be on their case in a big way about this, it's unacceptable and I would demand compensation! Even if they claim not to have it doesn't matter, there should not be fag ash anywhere near your motor. As for the rest of it, Im shocked. I'm sure the owner of the dealership would have a view on this. Let him know about it and let him know that we're talking about it! I hate these stories.

It was the courtesy car that had the fag ash, not mine! I'd have gone mental if had been in my car!

[JohnG1]

drcarrera said:

Had my first AM service experience last week, and it's wasn't as good as I would have hoped for a 1K service on a £100K car!

Positives :
Booked in in timely fashion
Pleasant service advisors
Reasonable loan car

Negatives :
Two faults I'd highlighted were not fixed (depite being told they had been). And I paid extra for one of them as is wasn't covered by the warranty!
Boot trim piece broken.
Oily substance sprayed over back of drivers seat.
No promised phone call to say car was ready (or provide any update)
Admin fee added to invoice for loan car insurance (not advised in advance)
Surcharge added to invoice for using credit card!

I also had to clean the loan car before I used it (I was going to a funeral) as the outside was covered in bird poo, the inside in fag ash!

Oh, and when sorting out payment and collecting the car, one of the salesmen spent the whole time wandering around behind me shouting down his mobile about issues at a swimming pool! (Not really a problem, but not very professional all the same!).

In isolation, none of the above issues would particularly concern me, but added together they don't make for the kind of customer service I would have expected.

Is this the norm, or was I just unlucky! If the former, I can see why some of you look forward to their car coming out of warranty so you can take it to DMS!

I would make a call to the dealer principal. Then follow up in writing. If no joy, call Gaydon and speak with after sales management. This is not good enough and if you raise these points you will get action.

[Slarti]

drcarrera said:

It was the courtesy car that had the fag ash, not mine! I'd have gone mental if had been in my car!

Ah...embarrassing...allow me at this point to fade away into the background while everyone forgets about my inability to comprehend basic prose. Even that isn't good however, and all their other cock ups remain unacceptable. I hope I don't get this from Wilmslow once I have my v8v.

[lady topaz]

I read this thinking you were possibly inferring you had dealt with my dealership, but peeking at your area in your profile it seems highly unlikely.

Whilst my issues were different, the service I received led me to now deal only with Works Service in spite of the additional cost getting the car there and back and the inconvenience.

I have no doubt there are fabulous dealer services, but there are also some that need a wake up call.

I have much more peace of mind dealing directly with WS. Plus its great having a nose round.

Di

[A12DY B]

I have only used Cambridge and Hagley Aston Martin and both have been excellent in getting my car sorted, arranging collection and delivery and overall politeness

Maybe its just that dealer or a one off ?

I would definately raise your issues though as if no one complains nothing gets rectified

[sadlerj]

SabreN400 said:

I usually use Harwoods in Chichester, and have always had very good service from them. The Service manager, Martin Young has always been very helpeful, including sorting out some problems when having a wheel refurbished.

+1 always had exceptional service from Harwoods, makes all the other Porsche Audi and BMW dealers I have delt with seem like a bunch of muppets.

[livinthedream]

A12DY B said:

I have only used Cambridge and Hagley Aston Martin and both have been excellent in getting my car sorted, arranging collection and delivery and overall politeness

Maybe its just that dealer or a one off ?

I would definately raise your issues though as if no one complains nothing gets rectified

I'm not so sure about Cambridge. Graham is excellent but a few things got missed here and there for me and a few times I've had to wait around 30+ minutes for a courtesy car to arrive when they knew when I would be in.

[livinthedream]

Jockman said:

drcarrera said:

I can see why some of you look forward to their car coming out of warranty so you can take it to DMS!

Sorry to hear about your experience Chris.

Your statement above doesn´t make sense. Mine is still in warranty and Rick does the servicing. DMS is an approved and accredited specialist, and so has access to genuine parts.

Unless, I´m reading this incorrectly

You don't have to have a car serviced by AM while its under warranty. Its on Ricks site:
http://www.derbymotorservices.com/aston-martin-rep...

Your Aston Martin Warranty

Under a European law called block exemption you can have your car serviced and repaired by anyone it's your choice and by doing this it will not effect your warranty, there are some rules we must follow, for more details see our dedicated page on this law, As Aston Martin are a very specialised car we do recommend using the dealer or a specialist like ourselves as special tools and equipment are required.

[drcarrera]

Thought I'd post an update ...

Car went back in on Monday to address the issues they'd missed. A sheepish phone call later they admitted they hadn't even looked at one of the issues (a slow puncture which they'd charged me £30 to "repair"!), and in fact I needed a new tyre!
Anyway, the other thing they hadn't fixed was the driver's seat memory not working. It's now Friday, and they still haven't fixed it! (I assume so, anyway, as just like the first time they never bother to call me with updates). When I finally managed to get hold of them yesterday they were having problems getting a software download from the factory. Ho hum, and I thought this would be a quick job!
So more tooling around in the their loan car - which my wife can't drive as they refuse to insure it for more than one driver!

[D16RR_Rich]

I assume from your location that the car was services at Lancaster Reading!!

Try using Rick at DMS, you wont be dissapointed.

[Blackfeather]

'I assume from your location that the car was services at Lancaster Reading!!'

I would really like to know as I am just contemplating getting my DB9 serviced by them.

My previous experiences with them on my Jags weren't good but I hoped they might be better on the Aston side. They are very convenient for me location wise. Anybody else have any views on them?

[drcarrera]

I won't name the dealer myself, but feel free to PM me if you want to know! I doubt if I'll be winging my way down there again, though ;-) .

Finally got the car back today, with the remaining issues sorted (apart from the marks on the seat, but I can sort that myself easily enough).

Curiously, the warranty cost to AM for the seat memory was only around forty quid, despite them taking almost a week to fix it! Bet I'd have been charged more than that if it was out of warranty ...

[polar8]

Blackfeather said:

'I assume from your location that the car was services at Lancaster Reading!!'

I would really like to know as I am just contemplating getting my DB9 serviced by them.

My previous experiences with them on my Jags weren't good but I hoped they might be better on the Aston side. They are very convenient for me location wise. Anybody else have any views on them?

I thought they were fantastic - sorted out niggles, delivered a fantastic courtesy car, kept me in the picture at all times So good, I will buy my next car through them. Ask for Chris.

Ive generally found main dealer service to have been near faultless (Inc works service - though pricey) Maybe I've been lucky with who I've dealt with. Can't recommend L-Reading highly enough