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FoS comes through - I am back in a Stradale – a story with happy ending

Discussion in 'Northwest' started by thomas_b, Mar 29, 2004.

  1. thomas_b

    thomas_b Formula Junior

    Sep 15, 2003
    765
    I put the first 100miles today on my spanking new 360 Challenge Stradale (see attached pics) – man have I missed the car – Tim we finally can do the I90 tunnel run (well I still have to go through the break-in period)

    Two month ago my new (2month/1500miles but now old) Stradale did miss shift at the exit of a high speed curve – I had a Modena before so I was pretty sure that I did not do anything wrong – I brought it in to Ferrari of Seattle to have it checked out

    It turned out that the F1 could not be adjusted probably with the SD2 - now the hard part started isolating the problem - the warranty procedure mandated by FNA requires a step by step procedure with each step authorized by FNA – this turned into a lengthy process in which the F1 actuator, the power unit, and the hydraulic lines in-between did get replaces

    FoS did fly in two specialist one from Italy and one from FNA to help, but when everything was said and done it was one of the local techs who discovered that the problem has to be in the gearbox. In the end the reason was that something in the gearbox has sized and prevented the proper adjustment, which was masked by the electro-hydraulic F1 mechanism.

    FoS fixed the problem by opening the gearbox and replacing the parts that showed burn marks. However after over 30 days in the shop and with the gearbox opened I did not feel that the car represented the same value as before and asked for a new CS!

    The FoS did get the impossible done and today I got a brand new (60 miles; well not anymore) 360 Challenge Stradale in my garage. Looking at the CS numbers produced and the rate the market gobbles up the CSs this was an astonishing and successful all out effort.

    Having now my third F car form FoS I must say that my CSAT is sky high (CSAT = customer satisfaction and I would wish my business would be at that level):

    - I either can talk to someone immediately or get a callback quickly even if it is a tricky issue such as “I don’t get my car for the weekend” (and I am a pain to reach or disappoint for that matter)
    - Even problems that are not warranted by FNA (rattles in the CS door; suspension bushings, quick actuator replacement without FNA approval) get fixed
    - Doug and all the other service guys always take the time (lots) to explain what technical procedure is performed and listen to my more randomizing input
    - Tino has made the impossible possible and found a new CS for me!!!!!

    I am not getting easily exited but the CS does it - kudos for the FoS team to keep me involved at any point in time and to finally get me back into a CS (the only car I want - period)!
     
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  3. Willis360

    Willis360 F1 Rookie

    Aug 4, 2001
    3,928
    Redmond, WA
    Full Name:
    Willis H
    Amazing story! I dropped my car off at FoS this morning to have the 30K mile service done. I saw a CS being prepped and looked over. Must have been yours. Congrats!
     
  4. f355spider

    f355spider F1 World Champ
    Rossa Subscribed Owner

    May 29, 2001
    17,316
    USA
    Thomas,
    That is simply incredible. Great to hear FoS exceeded your expectations! Pretty hard to believe with the limited production numbers of the Stradale that it could happen so fast. Good show.

    Dave
     
  5. thomas_b

    thomas_b Formula Junior

    Sep 15, 2003
    765
    yup Willis that was mine - still have to pipe down from driving it ...
     
  6. thomas_b

    thomas_b Formula Junior

    Sep 15, 2003
    765
    yes - Tino and company did do a good job can't say it any other way
     
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  8. GWat

    GWat Formula Junior

    Nov 3, 2003
    252
    USA
    Very nice to hear FoS, FNA and the factory pulled this one off for you. I have never heard of that much service being offered by any car dealer.

    I was in FoS yesterday optioning my own Stradale, when I was finished I went outside to my bike and parked next to it was your Stradale. It was way cool to place my order and then see your car; very inspiring to say the least. I think I saw you out on your drive last night on 202 coming into Redmond.

    Do you know if any other Stradale's have had the same problem as your first car? I have never heard of that happening before, on any F1 equiped car. I hope it was a very isolated occurrence as this will be my first experience in a non-manual transmission sports car.

    Thanks for posting the pics!
     
  9. thomas_b

    thomas_b Formula Junior

    Sep 15, 2003
    765
    yes that was me with a stupid grin on my face - although it is getting difficult with the break-in period and no radar detector as well

    the problem was in the gearbox and considering that they had some specialists flying in I think it was pretty unique - unrelated to the F1 although the F1 made it harder to find
     
  10. StoryBook

    StoryBook F1 Rookie
    Lifetime Rossa Owner

    Mar 1, 2003
    4,299
    PNW
    Full Name:
    MPL
    Thomas, that CS is gorgeous!........Look forward to meeting you on a drive soon.
     
  11. GaryReed

    GaryReed F1 Rookie
    Silver Subscribed

    Feb 9, 2002
    3,079
    Seattle
    Full Name:
    Gary
    Thomas,

    Congrats on getting another BRAND NEW CS! That's a great way to cure a problem....amazing customer service by FoS!

    Looking forward to seeing the car/you on a drive sometime soon.

    Gary

    PS: What are they doing with your old CS? Sending it back to FNA?
     
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  13. ChuckEBaby

    ChuckEBaby Formula Junior
    Rossa Subscribed Owner

    Nov 7, 2003
    971
    Seattle
    Full Name:
    Chuck
    Thomas,

    Congrats… I've been to FoS a couple of times over the last month.
    I like to go over on Sat.'s, but delivered my Daughter to UW on Sunday.
    After Her Spring Break. I know they're closed on Sundays, but I didn't care.
    I had to drive but and check out the Show Room. But I always peer into the
    Service area to see what's going on. I saw the Stradale in the Service area and
    thought, WTF, that car has been in here for a month? But this time it was
    completely in tact and setting to the side as though ready or waiting.

    What a Beauty! I'm envious my Friend.

    Most generally expect a Dealership to "make it right - fix the problem",
    but for them to provide you with a NEW one? That's "above and beyond
    CSAT". Kudos to FoS!

    Q: On the topic of exclusives….
    Anyone see the Red Enzo cruising around the Puget Sound area?
    I saw it on the Show Room floor in April or May 2003 for
    the FoS Ferrari Gig. After the Party migrated over to a location
    on Northrup Way, the Manager started the Enzo to move it
    into the Service Area…. OMG, what a rumble…. My 12 year
    Old Son's eyes were the size of Tea Cup Saucers…
    There may be more than one in the Seattle Area?
    Does anyone ever see them Exercised?

    Chuck
     
  14. TimF40

    TimF40 Formula 3

    Nov 3, 2003
    1,031
    Seattle/Bay Area/NYC
    Full Name:
    Tim
    Thomas,

    Great story! Good to have you back in a CS and online again. For awhile there, I was wondering if you were heading back into the Porsche camp for your weekend warrior.

    Wonderful FoS story. Very impressive.

    And, yes, I hear that I90 tunnel calling our names! :)

    Okay, okay, enough of the pleasantries: get back to work on your f-car projects and get those great posts going again!

    Tim
     
  15. Willis360

    Willis360 F1 Rookie

    Aug 4, 2001
    3,928
    Redmond, WA
    Full Name:
    Willis H
    There were some recent Enzo sightings. There are 2 Enzos for sure (purchased from the dealer). There might be four roaming around though. Keep your eyes peeled... :)
     
  16. shelbee

    shelbee Guest

    Nice car and I like the car being slightly lowered. I think I and Willis spotted you one afternoon along highway 202??

    Shelbee
     
  17. Willis360

    Willis360 F1 Rookie

    Aug 4, 2001
    3,928
    Redmond, WA
    Full Name:
    Willis H
    I think you meant to say Highway 203 in Duvall.
     
  18. shelbee

    shelbee Guest

    I always got confused where to go, therefore I don't want to lead the way.

    Yes I think it was highway 203.

    BTW, THIS IS MY 1000th POSTING :) :)
     
  19. shelbee

    shelbee Guest

    Good to hear that they are improving in customer service. Hope this will get better and better and build up my confidence back about them
     
  20. stokpro

    stokpro F1 Rookie
    Lifetime Rossa Owner

    Jun 25, 2003
    4,361
    Himalayas
    Not to hijack this thread, but I was in there this past weekend and was impressed with the improved customer service. I was just "browsing" but was treated as if I was a regular customer. Looks like they've been reading Fchat....

    Thomas, congrats on the new CS and look forward to meeting you and seeing your CS in the flesh.
     
  21. shelbee

    shelbee Guest


    So should I buy their titanium 456M GTA now from them??

    Hmmmmmmmm :) :) :)
     
  22. stokpro

    stokpro F1 Rookie
    Lifetime Rossa Owner

    Jun 25, 2003
    4,361
    Himalayas
    I thought you wanted a 6-spd? I peaked at that 456 and it looked pretty nice.
     

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