Disappointed - bump
The previous service manager was a nice guy. Helped in any way he could when we had a door ding and rim replaced. Gave us a loaner until it was fixed and work was great. This new service manager is horrible. My husband had called a day earlier as we had a car accident and was inquiring as to what we needed to do in order to have Fiat fix our car, like our previous experience. We had purchased additional warranty for this and were under the impression a loaner would be forthcoming just like our previous experience. First of all this manager didn't know anything about the warranty, but would look into it and call back. Never got a call back. So I called the next day to find out what was going on. In the meantime, our car was towed to Fiat for the work to begin.
During the call, she said they do not do body work. They only do engine work. But they did work on the door ding we had in September. Then all I heard was how she couldn't find this or that on the history of my car. I had to convince her we actually had work done there and provide receipts and paperwork she couldn't find. Then she got all defensive stating my husband didn't know what he was talking about . ..bla bla bla. All I wanted was an explanation and how to move forward.
Her customer service skills were not very professional either. While speaking with me on the phone (I'm the customer) she was laughing at jokes from someone in the department and then she put me on hold stating 'I've got to take care of this customer's payment' without asking permission if it would be okay with me, while I sat on the line, until she finished. She didn't ever apologize for the inconvenience. I'm a customer too! Poor, poor customer service.
Our car was fixed at a different dealership. I would not give them our work and never will in the future, until they hire professional people to manager the service department. .
Would not honor warranty - smalldog
I'm second owner of 2012 Fiat sport. Called to make appt. for 24,000 mile oil change, they said it would be $19.95. Warranty book said maintenance program was free for 3 yrs. or 36,000 miles to all owners. They said to bring warranty book. When I got there, they said the program didn't honor free oil changes. I saw the records of the first owner and he also paid. I emailed Chris Nikel and a few days later the gm called. He said the warranty only covered the first owner. I told him what the first owner paid and warranty book said all owners. He called back later and said it only covered the first oil change. Again not what warranty book stated. I called the Chrysler/Fiat number only to be told that the warranty was only for a limited number and even though the warranty book was included with the car it wasn't covered. Also was told there was no charge for that warranty coverage, but it only came with some of the cars. It was a circle each person telling me a different reason why it wasn't covered. Then I really had to laugh when a commercial came on tv saying "save a nickel, by buying a new Fiat from Chris Nikel and it comes with 4 years of warranty, covering oil changes and routine maintenance." They did reassure me at the service center that they honored the towing! So, I blame Chrysler/Fiat for not honoring the written warranty that came with the car. I drove 65 miles to Chris Nikels service center and left there without an oil change because I was pretty upset with the lack of customer service and being fed a bunch of excuses as to why oil change wasn't free.