Re: Alfa Romeo UK Service Standard-You'l Like This

[greg@domain.elided]

I hope someone important sees this and takes notice, realizing this is an
example of how not to keep customers.

I know of one individual that bought an older Isuzu Trooper (pre 1992).
The truck was out of warranty, but only by about 5 to 10 thousand miles,
when the engine blew. In Alaska. He contacted Isuzu Customer Service, and
they agreed with him that the engine should not have had that kind of
problem with so few miles. They freighted an engine (don't know if it was
overnight or not) and authorized the local dealer to make the repairs. No
cost to the new owner. Now, this was an average guy, and he bought the
truck used, not new, and Isuzu knew it. That's customer service.

I've heard similar stories with high dollar cars too.

And then of course there's the mustang owner who had her cobra "abused" by
the dealer tech when she brought her car in for maintenance. She contacted
the dealer and I think Ford. She ended up having to get a lawyer to get
satisfaction.

At the very least, regardless of the age of the car, the quality of the
work done by an "authorized" alfa dealer reflects directly on alfa romeo.
If the dealers are second rate, then people are going to come to the
conclusion that cars are second rate and that will be reflected in sales.
Dealers are the front-line interface with the customer. A lot of people
associate the dealer with the manufacturer and the car. If the dealer is
bad to the customer, that customer may be less likely to consider those
cars in the future. Oh wait. That appears to have already happened in some
markets.

If anything furhter on this happens, I hope you'll share it with the
digest.
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