How to complain to Ferrari North America

since rob tells us that some ferrari employees are on this site, maybe they will read your complaint...

actually here is a suggestion for rob: lets add a section for ferrari complaints so that the fna and f spa people dont have to look too far to see what is going wrong with their products.....

here is another one: i noticed people sometimes announce that their cars are for sale, but then it gets lost in the shuffle of the board....how about a dedicated section for car for sale by fchatters. given the way things are on here, we all kinda know each others cars or can search it easily, and (i would like to think that) fchatters may be less inclined to hide issues with their cars knowing that the board can and will find out about them....

 

They have changed the rep to a friend of Luca's....where was I reading ......Forza!

They will tell you their dealers are their rep, though.....be polite! LOL!

Here's another tip: They don't care!

201 816-2600

Don't tell 'em you got it from me!

Read this month's Forza for the guys name....give him time to unpack his suitcase..........

 

ross, we have FerrariAds right up there!

The mods have been tolerant of folks announcing cars F/S but they should really use that............

I bought my last car from there....it's great!!!!!!

 

Slip shod quality is a Ferrari tradition...........even at $200K......

Windows especially......what did the window update on the 456 cost, $10K????

I just took my glass out, but people throw empty beer cans in it........

 

Brian,
You should call FMNA, and ask who you need to speak to, and discuss it with them. Then follow up with a letter. Bottom line, it is that it is kinda "how it works". I think most of us just suck it up, and figure this is what you pay to play. Let's face it, they sell new 360's in the neighborhood of $180k...if you don't charge $1k for an oil line, how can you justify a $180k retail selling price? If all the parts were of reasonable cost, then you could just assemble the car from parts! Yeah, it sucks, but I doubt that Lambos are that much better....and with the huge backlog of new car orders, Ferrari can afford to lose a LOT of customers like yourself and still not hurt it's sales...

Here's the bottom line; have your window fixed at the local FMNA dealer, and then deal directly with FMNA for some relief. I imagine they would work with you. None of us want you to go to the "dark side" and get a Lambo.

 

Your variator situation has been discussed at great length here but the short version is

A. YOU DO NOT HAVE TO PAY FOR A MAJOR SERVICE. The TSB only states you have to pay for a timing belt service. That is a difference in cost of a few thousand dollars. A dealer that tells you otherwise is just plain lying. If your dealer persists with that lie, let me know and I will get you a copy of the revelant section of the TSB.

B. Your car is due for a timing belt change anyway so it is rather convienent that they chose this time to issue a TSB.



Your outrage is not misplaced and has existed with employees and clients of Ferrari for some time. A complaint from you to the boys in New Jersey is warranted, however getting their pocket book hurt even harder than it is now is, I believe the only way it will change. I know many long time Ferrari drivers that have left and are not looking back. Ferrari does not yet fully know it, but they are no longer the only game in town.

 

Lambos are shoddy as well......LOL! $1,200 shock absorbers, stuff like that..

Actually this "new guy" (whose held the position before) talks like the new sherriff in town......

"North America is our most important market....blah, blah, blah."

Read the Forza

 

Spot on Rifledriver....can you say "market saturation"????? I knew you could!

 

I hat eto say it, no flames please, but we love Ferrari's, it's a passion, I've had 3. However, they are built like crap. We all know that. Admit it, accept it. Please don't deny it, Even if they sold these cars for 45,000 instead of 145,000, it'd still be considered crappy products. Before everyone says "all cars have problems". How many people have had new cars in the shop once every 4 months with only 500 miles put on the car? Come on, be honest.

 

It really boggles the mind how FNA can treat founded complaints with an apathy the goes against the very essence of what customer service is all about. Even with market saturation and competion, I'm afraid it's going to take far more than that to rattle FNA's cage.

 

Damn straight! But there comes a time when you have to call a spade a spade. And this isn't only limited to FNA, but also Ferrari S.P.A.

 

If you send a letter make sure you Fed Ex it directly to the guy to get max attention Sorry to hear of all these issues but one thing is a first model year seems like it will be prone to problems. A good independant mechanic should be able to help you work through it. FWIW, I've got an '01 and knock on wood this thing has been trouble free. You may want to think about dumping this car if it is just one thing after another. Good luck!

 

complain away, you'll get the usual lip service but in reality they could care less. can u blame them ? there is a waiting list for everything they build

 

Yes but as has been said here before the difference between a good company and a bad one is in how it handles problems. FNA has been in previous times (prior to the mid 90's) very good in handling customer complaints. There was a time when they went to great lengths to correct problems. Now in many cases I am personally aware of and some I am involved in, legal action is required to get warranty coverage. In one (I cannot go into detail) it is to get warranty coverage on State and Federally mandated warranty. They have been very uncooperative. In this one they are even pi$$ing off the government.

 

By the way, those people that did such a good job running the after sale division at FNA in the 80's and 90's. Three of the best of them now comprise Lamborghini Technical Services, the North American after sale arm of Lamborghini.

 

Over the last 34 years I have had a few issues with my Ferrari's. I have always found Ferrari S.p.A., FNA, WWOC, FOLI, and Miller ( The dealers I've dealt with) to have quickly resloved any problems I had. Talk to your dealer.
If that doesn't totally satisfy, write FNA. In the VERY rare case problems persist write S.p.A.

 

Rob, you forgot......

"We drive the cr@p out of them, real fast, and sometimes they break"....

 

Write to Mr. Enzo Francesconi 250 Sylvan Ave. Englewood Cliffs NJ 07632 and don't mention my name. He is VP FNA Director Technical Services. He oversees all technical aspects of FNA.

 

kudos to Brian... i'm keeping that one for future need.

--Dan

 

I would suggest you call FNA and talk to Tino Surace. He was a great help to me with my 550. He worked with two dealers to get my car right and when it was all said and done FNA picked up all of the bills.

 

I've had Ferrari's for almost 20 years and fortunately they have been pretty reliable cars.

I did have an 'issue' with a dealer who botched a major on my TR which ended up costing me an extra 10K....and the dealer took no responsibility for their screw up.

It wasn't until I sent a letter to Luca that I started to get satisfaction.

 

Impdesigner,

I remember your posts from cam variator thread a while back. It is ironic that I read you are about to complain.

TO bearing, and cam variators are known defects with early 360s. There is also a redesigned starter ring gear that was recalled on certain 360s (safety issue, this was a recall and not a campaign) and Ferrari ended up redesigning the part but did not recall all in the field. When you replace your clutch you will find that the new clutch assembly will not work with the old style ring gear, I think it costs ~$695. Who knows what else is there that we don't know about. But other than that the rest are normal wear and tear and maybe bad workmanship during assembly.

FNA have an attitude to force the owners to own up to the cam variator problem with 360s while it's been clearly a design flaw. What would you expect to hear when you do call or write your complaint? I am interested to hear what they have to say. Please keep us posted. Good luck!

Cheers,
Matt