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Discussion Starter #1
At almost exactly 2000 miles I discovered my first issue with my 2015 Sport. The Main button on the steering wheel controls stopped working. I've read a couple threads on this forum about it but I with such low miles and a possible TSB relating to it I wanted to give it to the experts at my local studio. I emailed my sales guy late yesterday afternoon (around 530pm). Today I had an email from Tim a service specialist at Don Miller waiting in my in box at 7:30am. Pretty impressed with that response time. My schedule is busy this week so I couldn't get in until Saturday. They only have 1 Fiat tech and he isn't working a Saturday until the 21st. Kind of a bummer but the issue is minor and I can't say I'd want to work every weekend (or any weekend for that matter). This might be a good opportunity for them to check out the intermittent squeak from the rear breaks too. Also pretty minor issue in my opinion.
 

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Discussion Starter #2
Found out today that they don't do loaner cars even for warranty service. Kind of disappointing. I also got a new customer survey from Strategic Vision so I made a point to mention that warranty work should come with a loaner car. Will mention it to the sales team when I see them next.
 

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I don't know if Hendrick owns any remotely close to you but they offer free rentals, just a heads up.
Yeah just spotted your comment on moofpup's thread. Sadly there aren't any Hendrik dealers anywhere around here. When I spoke to Service Specialist Tim I acknowledged that this is a pretty minor issue but I still kind of feel that any warranty work should get you a set of wheels to use in the mean time. Trying my best not to become one of 'those' customers though.
 

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So, for clarity, you are without a car now Kev? Is this a same day fix?

I see you received the Strategic Vision survey? I don't recall whether that is the one used to grade LS service/quality. If so, that Studio will receive your report card. Anything under a 10 impacts the Studio-FIAT relationship (future model allocation). Someone should follow up with you. If this is some other independent survey, FIAT may contact you.
 

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Discussion Starter #7
So, for clarity, you are without a car now Kev? Is this a same day fix?

I see you received the Strategic Vision survey? I don't recall whether that is the one used to grade LS service/quality. If so, that Studio will receive your report card. Anything under a 10 impacts the Studio-FIAT relationship (future model allocation). Someone should follow up with you. If this is some other independent survey, FIAT may contact you.
No I still have a car. I will drop it off late Friday the 20th and they will have it for Saturday the 21st. I've learned in the past it's not always a matter of how quick the fix is but rather when the Tech can get to it. In the case of Don Miller Fiat of Madison I believe they only have 1 Fiat service tech. Oddly enough when Don Miller had to replace the transmission under warranty in my girlfriends Jeep Chrysler was kind enough to cover the rental/loaner car. Regarding the Strategic Vision survey - nothing was measured on a 10pt scale and it was more about my demographic information and what impacted my decision to purchase a Fiat.
 

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Yeah just spotted your comment on moofpup's thread. Sadly there aren't any Hendrik dealers anywhere around here. When I spoke to Service Specialist Tim I acknowledged that this is a pretty minor issue but I still kind of feel that any warranty work should get you a set of wheels to use in the mean time. Trying my best not to become one of 'those' customers though.
Sorry to hear that, at least that would have made it slightly more easy to deal with the car being in for repair(s). Good luck with a speedy resolution.
 

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Discussion Starter #10
Any update on my first service experience at Don Miller. Last night my lady and I hosted a small cocktail party so I didn't manage to drop my car off in advance. And also thanks to the hooch I didn't get to the dealer until 10am. When I arrived the service department was slammed. Only 1 service rep David was working the desks and I wasn't able to spy any service tech's in the garage area. Never the less David got my paperwork in order in under 10 min, gave me a heads up that it could take a couple hours for the tech they have to get to my car and asses the problem. That was no problem, I walked myself across to the Fiat Studio to take advantage of the free coffee and biscotti. It was pretty slow today so I just hung out with the sales manager and Keith the other sales guy chewing the fat. After a couple hours I got a call from the service dpt. (I suspect the sales manager had wandered over to ask about my car) and it turned out to be a bad CTM. Parts were ordered automatically and they should be here in a couple days. Lucky for me no loaner/rental car was needed!
 

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Discussion Starter #12
Nice one, Kev. Thanks for the update, brother. It seems you got that thing on lock.
Also, I did find out that with the coming Alfa dealership the Alfa/Fiat studio will have a dedicated service and parts facility. What's even better is that the sales reps will also likely be service reps as well. So when you buy a car you will deal with one person from the start of the buying experience through the life of the car. I'm very happy about this.
 

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No I still have a car. I will drop it off late Friday the 20th and they will have it for Saturday the 21st. I've learned in the past it's not always a matter of how quick the fix is but rather when the Tech can get to it. In the case of Don Miller Fiat of Madison I believe they only have 1 Fiat service tech. Oddly enough when Don Miller had to replace the transmission under warranty in my girlfriends Jeep Chrysler was kind enough to cover the rental/loaner car. Regarding the Strategic Vision survey - nothing was measured on a 10pt scale and it was more about my demographic information and what impacted my decision to purchase a Fiat.
Yeah I found out about the loaner car the hard way too. Apparently you are supposed to buy some sort of "Loaner" coverage from the dealer at the time of purchase to cover you getting a free loaner every time you take your car in for service. If they have to keep the car for more than 48 hours due to a warranty repair then they will go ahead and authorize you for a loaner to use (through Enterprise Rent a Car) and that isn't much help either since you then owe enterpise $300 deposit for the car but unlimited milage. I guess if you like free loaner cars without the hassle get a Merc or a BMW since they just give you loaners left and right for something as simple as an oil change.
 

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Yeah I found out about the loaner car the hard way too. Apparently you are supposed to buy some sort of "Loaner" coverage from the dealer at the time of purchase to cover you getting a free loaner every time you take your car in for service. If they have to keep the car for more than 48 hours due to a warranty repair then they will go ahead and authorize you for a loaner to use (through Enterprise Rent a Car) and that isn't much help either since you then owe enterpise $300 deposit for the car but unlimited milage. I guess if you like free loaner cars without the hassle get a Merc or a BMW since they just give you loaners left and right for something as simple as an oil change.
At the same dealer my GF had a transmission in her Jeep replaced under warranty and we at least got an old Dodge Caravan. Granted they had the Jeep tied up for 4 days and the value of the warranty work was considerably higher. I'm sure that had everything to do with it. I'd like to stress the point that I'm not really that bothered about any of this. But given they only have 1 Fiat Tech right now it could be a problem for someone else. At least the sales staff are well aware of the situation and they seem to be much more service orientated than what the circumstances at a combined Chrysler/Fiat dealership might allow. I feel like they genuinely want to their customers to have a great experience and they are pining for the opportunity to provide a much higher level of service.
 

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I feel the same way too. I go to a Fiat only dealer as of now for my services and have had no issues with repairs or maintenance since I started going there. When I was going to a Fiat/Chrysler/Dodge/Jeep dealer it was a fight every time to get simple things fixed cause they either didn't have the time or the parts. Granted the last time when my clutch Master Cylinder went out I had to wait for the part to come in but its not their fault they don't stock a part that doesn't ever really fail.
 

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Discussion Starter #16
Another update - I received a call early this week to let me know the replacement CTM had arrived at the dealer. We made and appointment to have it replaced today. I dropped the car off at around 430-5pm last night so the Tech could have it the entire day today. David, the Don Miller Service Rep had me in and out in less than 5 min. He even set me up with a ride home. As it turns out, if they dont have someone free to give you a ride they will pay for a cab to get you home. A nice added service. Much to my surprise I received a call at exactly 7:58am from David to say the work was done and my car was ready to be picked up!! As it turns out I wasn't able to get to the dealer before close so I will make arrangements to get over and pick it up Saturday afternoon. Assuming that everything is working as promised I am really pleased with the service at the don.
 

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Another update - I received a call early this week to let me know the replacement CTM had arrived at the dealer. We made and appointment to have it replaced today. I dropped the car off at around 430-5pm last night so the Tech could have it the entire day today. David, the Don Miller Service Rep had me in and out in less than 5 min. He even set me up with a ride home. As it turns out, if they dont have someone free to give you a ride they will pay for a cab to get you home. A nice added service. Much to my surprise I received a call at exactly 7:58am from David to say the work was done and my car was ready to be picked up!! As it turns out I wasn't able to get to the dealer before close so I will make arrangements to get over and pick it up Saturday afternoon. Assuming that everything is working as promised I am really pleased with the service at the don.
Sounds great, hope tomorrow evening/night we read of things working fine. :cool:
 

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Discussion Starter #19
Yea, David the service guy had mentioned on several occasions that if they didn't have a driver then they would sort out a cab for me. On Saturday afternoon when I called to make that happen there was another service guy working and he did not seem willing to go out of his way to get me a lift back to the dealer. I drove my self up there and got my keys and checked the car out. The new CTM did the trick so I sync'ed my phone and made sure it all worked ok. It wasn't washed which was also a bummer. Will have to drive up there yet again today and get my gf to drop me off. All that adds up to a less than stellar finish for an otherwise pretty good service experience. I think I will recommend to the Fiat manager that they try and draft David over when they open their dedicated Fiat service dpt.

Enjoy your sunny Sunday.
-Kev
 
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