Alfa owners beware!
Had lots of problems with Alfa Uk recently who flatly refuse to help me. Below is my last letter to them which has had no effect. Have recently sent it to the motoring press. Any advice appreciated!
ALFA STILL FALLING SHORT ON SATISFACTION.
Despite Alfa (Fiat) Uk’s new MD Steve Zanlunghi saying in April this year that he would be ‘encouraging the network to step up to the mark on Customer Satisfaction’ following Alfa Romeo and Fiat coming 29th and 30th respectively in a National media customer satisfaction survey, my recent experiences would suggest he has made little progress.
The Multimedia unit (which costs a staggering £2280) on my 10 plate Alfa Brera needed replacing under warranty from new after just 15 months and 20,000 miles. Alarmingly, the replacement unit failed again after just another 19 months and only a further 8,000 miles. After contacting Alfa UK’s ‘Customer Services Centre’, I was told that I must have the unit ‘diagnosed ‘ by a franchised dealership before they would consider any warranty/goodwill claim. A 40 mile round trip to my closest dealer, 2 hour wait and bill for £58 confirmed my fears – the unit needed replacing AGAIN.
However, despite me maintaining that these were exceptional circumstances for which Alfa should take responsibility, I was told that once a part is replaced it has no new warranty thereafter and they would not do anything to help.
Asking for a goodwill gesture, I was told that as I had purchased the car from a non franchised dealership that I had not been ‘loyal’ to the brand and they would not help. All this in spite of the fact that I have owned two Alfa vehicles for over three years between them since 2008, with the first being correctly, in Alfa UK’s eyes, purchased from a franchised dealer.
In addition to washing their hands of any responsibility, I have found the Customer Services Centre rather poor leading to them finally writing to me offering their ‘sincerest apologies’ for their slow responses, admitting to ‘administrator error’ and ‘expressing regret’ in their handling of my claim.
I am now faced with a bill for £2280 and have already spent £58 on ‘diagnosis’ plus £90 on a new battery (as well as not working, the unit randomly discharged the battery overnight on a number of occasions to a point where the battery would no longer hold a charge)
Great job Alfa UK!!!
It would appear that I, along with many other owners, remain highly dissatisfied with the ‘customer experience’ that Alfa UK continue to provide.
Mr Martin Britton