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Ferrari Support in the UK

Discussion in 'United Kingdom' started by Escapist, Sep 10, 2019.

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  1. Escapist

    Escapist Karting

    Jan 19, 2018
    53
    Bangkok, Cotswolds, Sitges, Dordogne
    Full Name:
    Paul
    i own several Ferraris and am based in the UK.

    It’s always lovely buying the cars and driving them, until things go wrong!...

    Recently I’ve been very unimpressed with the support from my local dealer Dick Lovett over warranty issues for my 458 Spider and also repair work for my Dino there and I wanted to ask if I’m unlucky or if this is a trend to not support customers.

    Without boring you with all the detail, the 458 spider passenger door card has been faulty since manufacture and now needs replacing. Original supplying dealer, Lancaster Colchester, tried to dodge the issue and local dealer Dick Lovett too. Though Colchester finally accepted and have ordered the part.

    Ferrari UK said can’t get involved which is frustrating as car still under warranty and in 7 yr service plan. It seems all that’s being looked for is for me to pay for everything and in the end I had to negotiate and push until something was done. No easy task.

    Then my Dino. It is a lovely 73 GTS car restored by Nick Cartwright and in fabulous condition to this day except when the previous owner asked his main dealer Maranello Egham, to spruce it up! £87k later it was spruced up but they didn’t even fit the fan belt back on properly.

    I bought the car with a full inspection (clearly that wasn’t much use) on the basis not much could be wrong after so much money was spent. Now 18 months on and still arguing over resultant issues. Maranello denied responsibility even though at the time discovered by local dealer DL, it was within statutory 12 month warranty period. Finally had to push really hard myself as dealers wouldn’t even discuss it.

    Now more issues as a result and dealers again won’t even talk to each other to resolve.

    Enter Ferrari UK again who I hoped would care about the brand, customers investing a lot in that brand, etc etc but response is that they can’t arbitrate or get involved.

    This leaves me wondering if the time has come when all car manufacturers including Ferrari really don’t care about the brand in terms of customer satisfaction and don’t want to have any contact with customers and dealer issues and their only goal is increased sales, which are achieved through r&d, marketing and increased production.

    There was I thinking Ferrari ownership would be different!
     
  2. Escapist

    Escapist Karting

    Jan 19, 2018
    53
    Bangkok, Cotswolds, Sitges, Dordogne
    Full Name:
    Paul
    I realise I didn't actually ask a question above. I will ask a few now....

    Has anyone had similar problems?

    Do I have an unrealistic expectation of the Ferrari experience and really they are just second hand cars?

    Is it just smoke and mirrors making us believe we are buying into a great marque and brand?
     
  3. willcrook

    willcrook Formula 3

    Feb 3, 2009
    1,021
    UK
    Ferrari ownership in the UK is pretty bad imo unless you're buying an absolute ton of cars, the comparison between my experiences and those I know who are at the top level is massive here
     
  4. Escapist

    Escapist Karting

    Jan 19, 2018
    53
    Bangkok, Cotswolds, Sitges, Dordogne
    Full Name:
    Paul
    Well to be clear, I have been playing catch up these last few years since selling my business in 2017 and living in Asia before that (where tax makes luxury car ownership prohibitive).

    In the last two years, I've bought (and sold many) 3 Land Rovers, 3 Lamborghinis, I GTSRS, i 720S spider and relevant here a Dino, Speciale, 458 Spider and F12.

    I'd say that's a few cars but the issue is with only one notable exception (HR Owen), the dealers across all brands, and particularly Ferrari aren't looking to build relationships but just get quick profitable deals. As I said in my first email, when buying they are so friendly, but the minute you are out of the showroom, there is zero grace, attention or benevolence. In the case of Dick Lovett, my local dealer, who are the worst by far, even getting a car delivered or picked up for service is impossible, if it is on the premises for a few days over a service they try to charge a storage charge, number plates with their name on are charged.

    The total lack of goodwill is so short-sighted and unlike any other industry I know. I have antiques and top end hifi and count those sellers as friends now. I have Apple equipment throughout because I know if anything goes wrong, regardless of where in the world it was bought, any Apple shop will fix or replace immediately. That's why its so successful. Same with Amazon - no quibble returns.

    Juxtapose Ferrari. Massively profitable and highly sought after brand yet it puts no pressure at all on dealers and its customer service is like an old boys club with its croney dealer managers taking every step it can to not help owners and instead spend the day lunching and chatting the day away. It relies entirely on the goodwill of owners but many people I speak to are fed up with being treated so badly. I am for sure hence this post!
     
  5. Daytonafan

    Daytonafan F1 Rookie

    Oct 18, 2003
    2,632
    Surrey, England
    Full Name:
    Matthew
    I don't really have much experience on modern Ferraris although my Dad always preferred to deal with Meridien Modena than Maranello Egham even though the latter was only 20 minutes from his home and Meridian a couple of hours away.

    Re the older cars even though Ferrari and the dealer network have woken up to the fact that there is money to be made from service and repair of older models, there are quite a number of Indy specialists who know the cars better than the dealers.
     
  6. flyer47

    flyer47 Rookie

    Aug 6, 2018
    13
    I deal with Meridien Modena. They look after my 458 Italia and all I can say is their service has been faultless. I did not buy the car from them but they always go the extra mile.
     
  7. A348W

    A348W Formula Junior

    Jun 28, 2017
    866
    North Wiltshire, UK
    My interpretation is that for most it’s all about sales and bugger the rest.

    I have dealt with dl a few times, I only have a lowly 348, and the experience is very mixed! Mot, no worries, 4 wheel alignment no worries, but I’m clearly not one of the chosen ones and not on their mailing list for events; such as this months track day at castle Combe which I would have liked to do!

    My experience of other dealers is the same to be honest. That’s if they can condescend themselves to speak to you! Went into a Audi and then Mazda dealer to look at buying a car. I’m the only customer in the showroom in both kicking tyres etc and no person would come and speak to me. Needless to say they didn’t get my business.

    I’ve had issues before re warrant, not Ferrari,and found that I’ve had to very quickly threaten legal action to make them move. Anything up to £3k takes about 15 minutes to file online!!!! But this does leave an unpleasant taste in the mouth and I’m sure I’m not welcome back at that dealer.

    I’d suggest you find somebody else to look after your cars. In the West Country we are spoilt for choice to be honest. But do your homework as some cater to particular cars and not others.

    Personally I put car sales men in the same camp as double glazing salesmen!
     
  8. Escapist

    Escapist Karting

    Jan 19, 2018
    53
    Bangkok, Cotswolds, Sitges, Dordogne
    Full Name:
    Paul
    Well I can't disagree with anything you said. I have had the same experience with other car dealers as you and believe car sales people are fundamentally too lazy to even get up most of the time and too stupid to even get a spec right.

    But.... I thought Ferrari cared about their reputation and so they would manage dealers and deal with problems. It seems they don't because worse than any dealer in my experience is Ferrari UK. No service at all t customers.

    You did well to stay clear of DL. I've started asking around and yet to find a single good word about them. Reals shame as I live so close but no doubt the most arrogant!

    Anyone have any other experiences on Dick Lovett or Ferrari Uk - good, bbad or indifferent and anyone else agreed Ferrari owners deserve better?
     
  9. derekmines

    derekmines Karting

    Dec 12, 2013
    221
    Melksham, UK
    Full Name:
    Derek
    I've only ever had dealings with the lovely Mandy Nova in the UK (who went so far above and beyond to help me that I shall forever remain grateful) but the main dealer in Dubai was beyond awful and I certainly couldn't disagree with anything you wrote from that perspective.

    It seems that this is not just a UK phenomenon OP
     
  10. flyer47

    flyer47 Rookie

    Aug 6, 2018
    13
    I live in Abu Dhabi but my Ferrari shares it’s time between the U.K. and Italy. The worst car dealers in the world are in the UAE. Shocking is word that doesn’t even begin to describe them. The service for virtually everything in the UAE is dreadful and expensive. I would NEVER buy a Ferrari from this part of the world. The dealers are awful, the service centres are rubbish and if you were to buy a used one it most likely will have been abused by the local owner who views it as a disposable asset.
     
  11. A348W

    A348W Formula Junior

    Jun 28, 2017
    866
    North Wiltshire, UK
    Lots of people have said positive things about dl in the past. That said I’ve struggled to get quotes for service work from them, so don’t have any experience with them doing work on my car other than a 4 wheel alignment which was great service, and as you would hope/ expect.

    I have used an independent for the annuals; but pending a house move will be using Carr’s this year. Most people rate them highly and as they will be local when we move I thought I would start a relationship. But I will carry on using dl for mot etc as they are just down the road from me.

    Worth talking to John (bluebottle) as he has a lovely Dino amongst others and is West Country based so will undoubtedly have some words of wisdom regarding the various options for service here.
     
  12. willcrook

    willcrook Formula 3

    Feb 3, 2009
    1,021
    UK
    intresting, I'd of thought the opposite as in general the customer service has been attentive whenever I've been in Dubai
     
  13. isuk

    isuk Formula 3

    Nov 11, 2005
    2,131
    UK
    Full Name:
    Iain
    Give Mark Ware, After Sales manager at Carrs in Exeter a call. Their head tech Harvey Jones has won awards with Ferrari and he carried out the mechanical restoration on four Dinos for me and knows this model virtually inside out now. I wouldn't go to any other main Ferrari dealer for service over them and I'm in the Midlands. I have dealt with them for over 10 years now and they have looked after all the Ferraris I've owned. They will collect and deliver by their own covered truck for a very modest fee.
     
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  14. ajr550

    ajr550 Formula Junior

    Apr 6, 2014
    767
    UK and Caribbean
    Full Name:
    Andrew Roberts
    + 1.If you want a good relationship with your dealer Carrs Exeter are the best IMHO.
     
  15. Escapist

    Escapist Karting

    Jan 19, 2018
    53
    Bangkok, Cotswolds, Sitges, Dordogne
    Full Name:
    Paul
    Thanks for all the recommendations to Carrs of Exeter. I've made contact already and we will see how it goes. Seems so far much more like a dealer I'd like to know. Also, tracked down the head of Ferrari UK, Regional Manager for Ferrari Northern Europe, Francesco Balli, and he has been very helpful and understanding.
     
  16. flyer47

    flyer47 Rookie

    Aug 6, 2018
    13
    Sadly, my experience is the polar opposite. Not just with Ferrari UAE but my friends who own Porsche have had no end of trouble with their dealer. Personally, having owned Ducati motorcycles for the last 20 years, Ducati Dubai are by far the most atrocious dealer I have ever experienced. I could write 50,000 words about them and it still wouldn’t cover their abysmal service. In fact, it was so bad, I had to sell the motorcycle. I now buy nothing in the UAE. I wouldn’t even buy a pair of underpants here.
     
  17. Escapist

    Escapist Karting

    Jan 19, 2018
    53
    Bangkok, Cotswolds, Sitges, Dordogne
    Full Name:
    Paul
    Does anyone else have any feedback on dealers?
     
  18. Bluebottle

    Bluebottle F1 Rookie
    Silver Subscribed

    Oct 15, 2012
    4,528
    Exeter and Cirencester
    Full Name:
    John
    Hello Paul. I am coming late to this thread, but I think you know my views anyway. Having trouble with the Dino again?
     
  19. Escapist

    Escapist Karting

    Jan 19, 2018
    53
    Bangkok, Cotswolds, Sitges, Dordogne
    Full Name:
    Paul
    Hi John

    Nothing major but at the annual service DL said the uneven low rev running was carbs but then said it’s an air leak from uneven cylinder after an overheat so I’m clearly.back to getting Maranello to pay as their 87k bill was enough to guarantee the previous owner and me rather more peace of mind.

    Otherwise, Dino is great but DL don’t change. Same old arrogance so looking for a new dealer to work with.
     
  20. Bluebottle

    Bluebottle F1 Rookie
    Silver Subscribed

    Oct 15, 2012
    4,528
    Exeter and Cirencester
    Full Name:
    John
    Good luck with getting Maranello to pay if another dealer does the work - maybe you ought to take it back there and get them to sort it out.
     
  21. Escapist

    Escapist Karting

    Jan 19, 2018
    53
    Bangkok, Cotswolds, Sitges, Dordogne
    Full Name:
    Paul
    They did last year so no reason why they won’t again as it’s their responsibility.

    No way would I go near Maranello for servicing after seeing the work they did for 87k. If they can’t even align a fan belt it says a lot for their so called ‘classiche’ servicing.

    I’ve got Mr Balli involved now too so we will see what ensues.
     
  22. isuk

    isuk Formula 3

    Nov 11, 2005
    2,131
    UK
    Full Name:
    Iain
    This photo might give you some confidence in Carrs knowledge of the Dino Paul. It's my GTS in the foreground prior to a full restoration, my Verde Germoglio GT behind it when nearing the completion of it's restoration and a further GTS and GT behind with head tech Harvey by the workbench. You won't often see that many Dino's in a main dealer workshop in the UK.


    Image Unavailable, Please Login
     
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  23. Escapist

    Escapist Karting

    Jan 19, 2018
    53
    Bangkok, Cotswolds, Sitges, Dordogne
    Full Name:
    Paul
    Please PM me your name and I'll follow up.
     
  24. Escapist

    Escapist Karting

    Jan 19, 2018
    53
    Bangkok, Cotswolds, Sitges, Dordogne
    Full Name:
    Paul
    My Dino 06716 in Grigio Metallizato restored at Nick Cartwright some time back but still looks like it was yesterday.
     

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  25. Escapist

    Escapist Karting

    Jan 19, 2018
    53
    Bangkok, Cotswolds, Sitges, Dordogne
    Full Name:
    Paul

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