Aston Martin Customer Service

[whoami]

Hypothetically, if one has an issue with a local dealer, how responsive is the manufacture's Customer Service department to a request for assistance?

Thanks

[Pugsey]

whoami said:

Hypothetically, if one has an issue with a local dealer, how responsive is the manufacture's Customer Service department to a request for assistance?

Thanks

Very, very good - in my experience. They HATE duff dealers!

[whoami]

Pugsey said:

whoami said:

Hypothetically, if one has an issue with a local dealer, how responsive is the manufacture's Customer Service department to a request for assistance?

Thanks

Very, very good - in my experience. They HATE duff dealers!

Cheers Pugsey.

Well I'll find out how good tomorrow when I call.

Thanks

[razbox]

Pugsey said:

whoami said:

Hypothetically, if one has an issue with a local dealer, how responsive is the manufacture's Customer Service department to a request for assistance?

Thanks

Very, very good - in my experience. They HATE duff dealers!

Hmmm...what's their contact number? I couldn't find it on the website...

[whoami]

razbox said:

Pugsey said:

whoami said:

Hypothetically, if one has an issue with a local dealer, how responsive is the manufacture's Customer Service department to a request for assistance?

Thanks

Very, very good - in my experience. They HATE duff dealers!

Hmmm...what's their contact number? I couldn't find it on the website...

Telephone: [phone]
Facsimile: [phone]

Problems??

[Ian67]

Pugsey said:

whoami said:

Hypothetically, if one has an issue with a local dealer, how responsive is the manufacture's Customer Service department to a request for assistance?

Thanks

Very, very good - in my experience. They HATE duff dealers!

Did they know your profession?

I had no end of problems buying from one dealer. During this time I went round a few other dealers (to confirm my fears about what my dealer had been telling me) and asked them if it was worth me complaining to AM Customer Services. They all said that it probably wouldn't make any difference at all, so I didn't bother.

Soon afterwards I bought a V8V from another dealer and received a customer satisfaction form. This mainly asked questions about the dealership from which I bought the car (who have been superb) but I decided that it was also worth pointing out just how incompetent, arrogant and occasionally dishonest the other lot had been. I wrote several pages detailing the many problems that I'd had with them (they were truly awful) and sent it off a few weeks ago.

I haven't heard anything yet so I'm beginning to think that the other dealers were right. But this may be because I'm not high priority - I now have a car that I'm more than happy with, and I'd imagine they are busy trying to help owners who aren't so lucky. Probably a lot of whom are customers of my original dealer...

[Double R]

it is another example of the 80-20 law

80% of the problems come from 20% of the customers

cut that 20% off by ignoring them, boucing them off and the like and you have 100% customer satisfaction

the same applies of course with solicitors, politicians, managing agents, computer help desks....

[Pugsey]

Ian67 said:

Pugsey said:

whoami said:

Hypothetically, if one has an issue with a local dealer, how responsive is the manufacture's Customer Service department to a request for assistance?

Thanks

Very, very good - in my experience. They HATE duff dealers!

Did they know your profession?

I had no end of problems buying from one dealer. During this time I went round a few other dealers (to confirm my fears about what my dealer had been telling me) and asked them if it was worth me complaining to AM Customer Services. They all said that it probably wouldn't make any difference at all, so I didn't bother.

Soon afterwards I bought a V8V from another dealer and received a customer satisfaction form. This mainly asked questions about the dealership from which I bought the car (who have been superb) but I decided that it was also worth pointing out just how incompetent, arrogant and occasionally dishonest the other lot had been. I wrote several pages detailing the many problems that I'd had with them (they were truly awful) and sent it off a few weeks ago.

I haven't heard anything yet so I'm beginning to think that the other dealers were right. But this may be because I'm not high priority - I now have a car that I'm more than happy with, and I'd imagine they are busy trying to help owners who aren't so lucky. Probably a lot of whom are customers of my original dealer...

Hi, Not at the outset they didn't, although obviously once a car's been in a mag. a few months it's difficult to hide it. They were excellent from day one although I did make direct contact via e.mail and 'phone which I guess is more difficult to ignore than a letter. Have you tried chasing up your letter by 'phone? Re. Dealers comments I suppose I could be cynical and say they would say that - it's hardly in their interests to have you complaining to AM direct. I hasten to add that I was in contact with AM over probs. with AM Assist, not my Norfolk based dealer who were and still are brilliant.

PS. If the profession is the one I have assumed you mean then I should make it clear that I'm a bumbling amateur contributor - what's often refered to as 'a friend of' in the mag. I make my living by much more evil means.

Edited by Pugsey on Wednesday 30th May 10:04

Edited by Pugsey on Wednesday 30th May 10:08

[Ian67]

It was the other dealers that said it wasn't worth talking to customer services, but maybe they all stick together for things like that.

I probably won't chase them up because there's nothing to be gained from it. I just needed to get the complaints off my chest after almost 3 years of waiting for a V8V. If I'd kept my deposit with them until I got to spec what I wanted then they would have had my money for 4 Summers! In the end I went for a pre-specified car a couple of months ago, so that I could enjoy it this Summer. I'm very happy with it, and to be honest it was a lot cheaper than if I'd waited to spec it up.

I might go the full speccing route with a Roadster in the future though, so I'm waiting to see what you early adopters think of yours.

So what do you sell then?

[Venari]

AML's Customer Service team do try to keep a good hand, but it's a difficult balancing act.

The best recommendation is to ask around. If your local dealer has a lousy reputation, vote with your feet (or rather, your right foot.)

There are some dealers that are constantly complained about. Their time will come.

V.