Bad service at Ferrari OC? surprisingly... | FerrariChat
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Bad service at Ferrari OC? surprisingly...

Discussion in 'California (Southern)' started by Nico, Mar 31, 2011.

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  1. Nico

    Nico Karting

    Jan 16, 2005
    148
    Socal
    #1 Nico, Mar 31, 2011
    Last edited: Mar 31, 2011
    The reason for the question mark in the title is because maybe I'm jumping to conclusion right away, but hear me out.

    Last October, a cylinder went out on the engine of our 430 and therefore the engine had to be replaced.

    After 3 weeks of being at the dealer, the car was finally ready. However, the service advisor mentioned that there was one minor problem. There is some type of rattle in the exhaust (heard at certain RPMs) and that the part, was unfortunately back-ordered.

    It wouldn't affect the driveability of the car and Kevin said I can just bring the car back the following week when the part arrives, and they will install it while I wait.

    Call back the next week, the part is still on back-order. Days after that, call back, same thing. Days became weeks, weeks became months, you know the rest.

    I call back in December - nope still back-ordered.

    At this point it's more of a "call it if you want it."

    Till this day, I have not heard from Kevin which I think is safe to assume he either forgot (don't know how you can forget.... though 430s are a dime-a-dozen now anyways so who cares about the owners right? anyone can buy one now with these prices. maybe if the problem had been with a 599 or 458, it would be different) or he thinks *I* forgot.

    I'm not going to even bother calling as I was promised one thing, and then another, and then another.

    Maybe it's because I am younger that I am not treated as fair as the "usual" customers? Who knows?

    Our Quattroporte is due for service pretty soon so I know I will be having a word with him in person.

    I am surprised because I have heard nothing but great things about the service at Ferrari of OC. Besides, they are the only authorized Ferrari service for Orange County. Don't think it would be fair if I had to drive to Beverly Hills just to have a replaced exhaust - which is another thing, the story would keep changing and I still don't understand till this day how the exhaust tips can cause the rattling (sounds more like the valve in the exhaust is stuck at times).

    While the car was having the engine replaced, I remember being told the exhaust has arrived and is being installed; then the next day, "still waiting for the exhaust to arrive."

    I know they are very busy over there but this is the kind of service I would expect from the Nissan dealer who works on our GT-R.


    Sorry for the long read and I am not bashing nor finger pointing. Just want to know what I should do. I know it's only logical I give them a ring, but at this point I don't even want to bother.
     
  2. Need4Spd

    Need4Spd F1 Veteran

    Feb 24, 2007
    6,678
    Silicon Valley
    #2 Need4Spd, Mar 31, 2011
    I would say call them and don't give up on them. It's not their fault that the Ferrari factory has the part backordered forever. I suppose they should continue to follow up with you but I can see that the excessive passage of time from the factory caused them not to call you anymore, figuring they will when (if) the part ever comes in. Anyhow, while I'm out of their geographic service region I did buy my car there and the guys are pretty good guys.
     
  3. sparetireless

    sparetireless Formula 3

    Nov 2, 2003
    1,587
    #3 sparetireless, Mar 31, 2011
    I am sure they would put the part in if they access to it. Go see the manager, I am sure they will get you back on the road one way or another. I have had great service from FOC and I am just a small fry.
     
  4. Nico

    Nico Karting

    Jan 16, 2005
    148
    Socal
    #4 Nico, Mar 31, 2011
    Well that's the funny thing, I gave the FBH service department a call around late Dec / early Jan and they said there were currently no 430 exhaust components back-ordered in the US at that time. Maybe each dealer's inventory is different - who knows.

    I am definitely not knocking their service. They are great and I have yet to hear one negative story about the service but then again, that's why I'm surprised.

    It's refreshing to hear a fellow small fry getting great service from them, haha.
     
  5. SrfCity

    SrfCity F1 World Champ

    Nov 1, 2003
    10,142
    Orange County, CA
    #5 SrfCity, Mar 31, 2011
    Take your story to the GM and demand results. I'm surprised you haven't done that? Whose Kevin, the parts guy? I think those parts trickle in and go to those that scream the loudest. It's not like they're not making that part anymore so I'd find it hard to believe they haven't gotten their hands on any or couldn't, if push came to shove. Sounds like you need to make some more noise. Good luck, keep pushing until you get it. Tell the GM your considering having your other car serviced at X place instead and that part will magically show up soon enough. :)
     
  6. kouroshoo7

    kouroshoo7 Formula 3

    Jul 21, 2007
    1,088
    Full Name:
    Kourosh
    #6 kouroshoo7, Mar 31, 2011
    just tell them to read this on fchat.....that would get their attention fast....
     
  7. darth550

    darth550 Six Time F1 World Champ
    Lifetime Rossa

    Jul 14, 2003
    61,035
    In front of you
    Full Name:
    BCHC
    #7 darth550, Mar 31, 2011
    1. Call FBH and see if they'll flatbed your car(s) up for service.
    (FOC had offered me the reverse in the past)
    2. Call GM at FOC and tell him he's gonna lose the business on both cars if he won't get off his ass.
    3. Based on his response, act accordingly.
     
  8. vipermann123

    vipermann123 Formula 3

    Jun 13, 2005
    1,786
    Irvine, Ca
    Full Name:
    Uzy Malik
    #8 vipermann123, Mar 31, 2011
    Whenever I hear "Just bring the car back when the part arrives", I say "No ThankYou. Keep it until it is properly fixed".

    I leave my car at the dealership. That way they have an incentive to get the part ASAP.

    *** Also, as long as the car is sitting at the dealership, the ticker (countdown) has begun for you to request a "Lemon Law Buyback". ***

    And it's well documented in the Service computer that you car was at the dealership for XXX Days waiting for a part. (As opposed to your word against theirs).
     
  9. cmt6891

    cmt6891 Formula 3

    Feb 25, 2008
    1,336
    Encino, Ca
    Full Name:
    Carl T
    #9 cmt6891, Mar 31, 2011
    Cardinal Rule....get it done complete the first time!!
     
  10. Daytona

    Daytona Formula Junior

    Jun 30, 2004
    273
    The Valley
    Full Name:
    Mikee
    #10 Daytona, Mar 31, 2011
    Ferrari OC is VERY reputable. Call Alan and he will give you the straight scoop.
     
  11. Nico

    Nico Karting

    Jan 16, 2005
    148
    Socal
    #11 Nico, Apr 5, 2011
    I appreciate all the input. I just wasn't sure if I was being "too nice" about this or not but I think it's safe to say I am. I thought their service department was reputable as well but doesn't seem like it from my point of view so far. We'll see how this goes...
     
  12. Testarossa Lover

    Testarossa Lover F1 Rookie
    Owner

    Dec 31, 2006
    3,622
    Newport Beach, CA
    Full Name:
    Haig Barsamian
    #12 Testarossa Lover, Apr 5, 2011
    Call Auto Gallery and talk to Travis. They will get it done for you.

    I had my engine out last year by Auto Gallery, it was a great experience.

    Last November, I took my TR to a shop in OC for service who was experienced and master of TRs. The clutch had vibration and grinding when I picked it up. I got the run around and took the car back 4 times to fix the clutch problem. It was never fixed!

    After 3 months of this non-sense, I gave up on the shop and called Auto Gallery for help. When Auto Gallery took the clutch apart, they found the OC shop had installed the wrong flywheel and the clutch. By doing so, it caused additional damage to other parts.

    Well, needless to say, I don't trust the shop when they push you out hoping you will go away or tell you it is on order when it is not. Have them show you the work order.

    Auto Gallery is where I will be headed if I were you. The value issue is serious and can easily be caused by cracked manifold. Call the team that delivers the dream of Ferrari ownership. Good Luck!
     
  13. wbklink

    wbklink F1 Rookie

    Sep 2, 2009
    3,420
    Los Angeles
    Full Name:
    Bill Karp
    #13 wbklink, Apr 9, 2011
    I'd say + 1 on the A.G. Here is a list Travis (shop forman) Dave (Service Manager) or Nick (parts manager) to see if he can get it.

    Good Luck whatever you choose,

    Bill
     
  14. Aiden

    Aiden Karting

    Mar 13, 2009
    217
    Huntington Beach, CA
    Full Name:
    Aiden Naughton
    #14 Aiden, Apr 16, 2011
    Forward this link to the GM and I'm sure you will be contacted within an hour.
     
  15. Orbitz007

    Orbitz007 Karting

    Oct 4, 2004
    248
    #15 Orbitz007, Apr 18, 2011
    Ferrari Beverly Hills > Ferrari OC.
     
  16. ForzaV12

    ForzaV12 Formula 3

    Sep 15, 2006
    1,818
    Laguna Niguel
    Full Name:
    Steve
    #16 ForzaV12, Apr 18, 2011
    hasn't been my experience-nothing but great service at the OC
     
  17. Senna1994

    Senna1994 F1 World Champ

    Nov 11, 2003
    13,183
    Orange County
    Full Name:
    Anthony T
    #17 Senna1994, Apr 18, 2011
    Same with me, Alan at Ferrari of OC is very reasonable and nice guy.
     
  18. darth550

    darth550 Six Time F1 World Champ
    Lifetime Rossa

    Jul 14, 2003
    61,035
    In front of you
    Full Name:
    BCHC
    #18 darth550, Apr 18, 2011
    When Alan left FBH for FOC, he took the ">" with him.....
     
  19. Senna1994

    Senna1994 F1 World Champ

    Nov 11, 2003
    13,183
    Orange County
    Full Name:
    Anthony T
    #19 Senna1994, Apr 18, 2011
    Dave, I didn't know Alan had been with FoBH before, thanks for the heads up.
     
  20. rzundel

    rzundel Formula Junior

    Dec 30, 2006
    531
    Southern California
    #20 rzundel, Apr 18, 2011
    I had great service with Kevin at FoOC. Very responsive and went above and beyond for me. I would give him another chance.
     

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