Arun Mundle has called me back, which is an immediate improvement as usually I have to chase ARUK.
They were unable to get hold of the required person to sign off the order at the dealership today, so the order for my car still isnt 'in' yet but they have reserved me a build slot - so at last my new car is in the system!
I dont think I have coherently written down what I think of ARUK before, so ill do it now for those reading in the future;
First of all in terms of the deal they have offered me, I have absolutely no complaints at all - they have in the end (with little/no argument) met my demands completely, which is great credit to them - im not sure if other manufacturers would do the same? Back of fag packet calculations suggest that this will have cost them in the region of 5k, so its no mean feat.
However in terms of the customer relations side of the ordeal I cant say that I am so happy.
Little things such as when you ring the '01753' customer services number its a complete lottery as to which dept. you get put through to - about 50% of my calls ring off when being transferred, sometimes I get put through to the international customer relations line, other times the Fiat Commercial team and others in between! When you have a serious, ongoing case such as mine why can they give you a direct line number so that you can speak to the right dept. immediately?
When you are promised a return call, they should return it - this is the one thing that has frustrated me most throughout the whole process. Its quick easy and polite for them to do , even if its just to say "sorry, no progress today" at least you know you havent been forgotten about.
I have discovered that its imperative to make the right people aware of the problem - once the right person is looking at the case it seems things move on rapidly (PM me for the names, although reading through the thread I guess its obvious who I am talking about).
I appreciate that things take time, but IMHO the timescale of this case has been pretty poor - just as an example I was told that I could have a replacement car almost 2 months ago, yet the order for that car still isnt in yet. Things need to move faster ARUK! I know that paperwork has to go backwards/forwards etc but it doesnt need to take this long.
There have been a couple of moments of ineptitude, such as being asked for a couple of thousand pounds (or more) a couple of weeks ago in order to 'move the case on' (I was a little bit annoyed at that suggestion!!) but on the whole I feel only 'satisfied' with the process but of course bloody happy with the overall result.
One of things that I was at pains to point out all the way through to ARUK is that if they just take care of me now, they will have a customer for life - im a die hard fan of the brand and I can honestly say Ill probably always have an Alfa in the garage and probably a new one every 3 years. To their total credit they really took that on board.
So, unless they change their mind without telling me I should have a White/Tan Spider JTDm with 18" Horsehsoes as soon as they can build it.
Maybe the 1st non-LE White Spider on the boards? And the only diesel one I should think??
I know the team at ARUK read these boards so a general
to you guys, and id like to think that some of the points ive mentioned above might be taken onboard
You have made a customer very happy, and ill be doing my best to tell everyone about it - you can probably expect an order for another new Spider in the next year or so from a family member who has been waiting to see how this all turned out