Bye bye Brera

*Long post alert*

A sad day today for me. When I left the house this morning for work I said goodbye to my Brera once and for all. When I get back home tonight it will be gone forever as the dealer is coming to collect it at lunchtime today.

The reason for this sorry tale is that after a very brief honeymoon period I've "enjoyed" the worst year of motoring in respect of build quality and customer service I've ever experienced. In 8,000 miles since brand new my car has suffered the following:

A failed power steering rack

2 x power steering fluid leaks

A failed clutch

A fuel tank which cannot be filled, clicks off at pumps even when absolutely bone dry and will only take fuel with the nozzle held outside the neck of the tank at half flow rate

2 x sets of new seat runners

A new rear wash wipe assembly

A new drivers seat sub frame

Replacement alarm sensors

A missing inner door membrane leading to a very wet interior

An undiagnosed oil leak

I have been amazed that in this day and age a car retailing at >£30K can be built to such a shoddy standard. To compound things the stock answer from some (not all) dealers I've spoken to about some of these issues is along the lines of "Oh yes they do that Sir". As an example when I spoke to one dealer about the constant issue with the fuel tank I was told "Oh why don't you try Total stations. We heard that their pumps might work better".

The customer care from ARUK has been an incredibly mixed bag. For months I was dealing with constant promises of returned calls which never materialised, then when I did get hold of my case manager I was made the promise of a new car plus an interim car whilst mine was taken off the road but nothing ever seemed to happen. I did once get an interim car (a nice red Spider) for two weeks but salt was somewhat rubbed into the wound when one day a guy just turned up out of the blue and said "good morning sir, I've come for the Spider" no warning, no call to arrange, no replacement interim car. The situation always seemed to be "nearly there" but I found out that some of the meetings which would have needed to take place between ARUK, dealers and FAC just weren't happening and that I was effectively being fobbed off. As a customer I don't want to hear what you *think* I want to hear ARUK I want to hear the truth. I understand that things take time but I don't want to be misled, I want to know the reality of the situation and what processes need to be completed by whom and when. It's called managing expectations.

The straw that broke this particular camel's back and prompted me to contact ARUK saying that I wished to terminate my relationship as a customer was a period of ten days entailing 22 phone messages none of which were ever returned. I copied this message into Chris Nicholl (although I never had a direct acknowledgement from him) and Arun Mundle was assigned to the case. Arun is an all round good guy but is working IMO in a very pressurised and I sense under resourced team.

With Arun's help we have reached an amicable solution which involves an immediate termination of my contract with FAC at no financial penalty to me and what I consider to be a reasonable (although not overly generous) reimbursement of contract hire costs paid to date. I could have had a new build 08 Brera supplied on exactly the same terms as my defective car but such is my disappointment at the experience I've had to date I am no longer prepared to remain a customer.

Now some of you will no doubt come back at me and accuse me of cutting off my nose to spite my face. You might be half right. I won't miss that particular car one bit as frankly I had grown to hate it such were the problems but I do absolutley love the Brera and I love what my car should have been. I can't tell you how much it pains me that my Alfa Romeo experience has been so poor. My hankering for my own Alfa stems back to my Dad having a 164 when I was in 6th form which I got to drive as a lucky 17/18 yr old and I always promised that one day I'd have one too. The weeks leading up to delivery day I was like a kid waiting for Christmas. I know that when I get back home tonight I'll be very down in the mouth at the Brera shaped hole which has appeared on my driveway

The Brera/Spider when supplied in correct working specification is a fabulous car. It's a car to make you feel good about life, a car to be enjoyed almost as much when it's standing still as when you're in it. I don't care about all the jibes about weight, thirst, Vauxhall engines etc etc in an age of identikit cars it is truly something special. Everywhere I went in it people passed comment and asked to have a look. I work in an industry where big boys toys are very often the order of the day and on work awaydays my fat, slow, Vauxhall engined Fiat would always get more than it's fair share of admiring glances in a car park full of Porsches, AMG Mercs, M cars and the like. Sadly a lot of that feelgood factor is dliuted when people give you the old smart-alec "So has it gone wrong yet" and you say "yes quite a lot actually". A guy I play football with was seriously interested in buying a 159 and was asking my views. The reputation for unreliability was preying on his mind so he asked me for my honest opinion. It hurts that I felt that I had to say that in my experience I could not recommend an Alfa to him but what else am I supposed to do ? He bought a Honda.

Anyway - long and somewhat cathartic post almost over.

Many many thanks to those of you on this particular board who have constantly given sound and well balanced advice. There's loads of good banter as well advice on AO and some great people ...... and Nomad too so I'm certainly going to keep looking in.

Lastly good luck to those of you who are experiencing difficulties presently. I hope you all find a resolution which is satisfactory to you. If anybody wants any specific details on my case am happy to discuss via PM.

RSK

sorry to hear you got a bad one

im sure we all appreciate why you are giving up on the brera

dont forget other marques have problem cars too, its more bad luck than the marque buddy

good luck in future

RSK I knew this was coming after our discussions by PM, but its still sad to hear.

The fact that Alfa cannot keep die-hard committed customers such as yourself within the brand is frankly a huge disappointment. They should read your post and think very carefully about how they might change the way in which they deal with customer problems.

You have been failed by the car and the brand which is a real shame, at least now, finally, you have some sort of amicable resolution but I cant quite believe they let things get this far.

Seems a big shame fella good luck

Chris

Very understandable mate, hope one day you'll come back to the fold, particularly as Alfa (well, Fiat) has made a big investment in retooling and re-engineering the Pomigliano factory as well as pushing for improved dealers in the UK.

Stick around AO

Good luck for your future wheels RSK.

Sorry to hear the Brera's going but I fully understand you reasons. Good luck with what ever car you get in the future.

Sounds like a nightmare. I can understand you not wanting a replacement, but had it been me, I think I'd have gone for it!

Originally Posted by belfast bob

sorry to hear you got a bad one

im sure we all appreciate why you are giving up on the brera

dont forget other marques have problem cars too, its more bad luck than the marque buddy

good luck in future

Bob - I hear what you're saying but rest assured I'd have taken the same course of action if it had been any other brand. The mechanical problems, whilst disappointing for a modern day vehicle of relatively high cost, are much much easier to accept than the way in which the solution was (mis)handled. Bad product can be put down to bad luck but bad customer care is I'm afraid the fault of the marque.

I know we only tend to see the problems on here but in many cases, Alfa really need to sort their product, technical staff & Customer Services out

Had this either not gone wrong in the first place or been skillfully rectified, RSK would still have his car and Alfa wouldn't have been subjected to another negative post

Its a pretty sorry tale and im sorry to hear you have had to give up on the Alfa brand, I hope Alfa takes heed !! you cannott build the brand on promises, only actions keep the customer satisfied

Thanks for the post RSK. I can concur with your views, had it not been for the superb service I got from Alexanders, who fixed my problems, and the intervention of Zena Jones at ARUK, I too would have deserted.

I think it is a promising sign that new dealers are arriving , and ARUK seem to be taking steps, but you are asbolutely right :-

"The mechanical problems, whilst disappointing for a modern day vehicle of relatively high cost, are much much easier to accept than the way in which the solution was (mis)handled. Bad product can be put down to bad luck but bad customer care is I'm afraid the fault of the marque."

...perhaps give them a try after your next car.

Good luck.

Sorry to hear that.

Come teattime you can be bet it will be all polished up on the forecourt and waiting for its next victim.

Sorry to hear that youre leaving us RSK - keep coming back as banter is always welcome.

I feel i would be acting in the same maner as yourself same if I was in your position.

What a shame.

Hope your next motor is better!

What a disaster, no other way to put it. Best of luck and stick around.