Not impressed with Wide World

simple solution...ricambi.com

 

Call Levio at Algar Ferrari, PA . I never buy anything from Wide World for the same reason.. Everytime I tried calling for parts, they never pick up the phone. They are trying to turn things around.. They should start by getting a new parts person or teach the existing person how to pick up a phone when it rings.. Also how to return phone calls.. Annoying.. NO EXCUSES !!!!!

R

 

Dean in parts at WWoC is an outstanding guy. Ask for him. The others - meh.

 

+1 If you ordered from Ricaambi it would have been on your doorstep already.

 

Well that sucks!! But I do know that both guys in parts are very busy. There is a charity event happening at wide world on saturday and everyone there is probably busy.
Yes, there are only two guys in Ferrari parts. Hopefully you didn't call the wrong number and get BMW parts. I was hung up by them when they transfered my call( I think the phone system at wide world needs an upgrade,lol.

The other thing is, now that you have posted this you might as well get the parts somewhere else! If you thought they were not helpful before......

 

First and foremost let me apologize for the poor service and lack of follow up you received from our parts department. In today’s marketplace we need each and every customer and the last thing we need is to chase away customers. While it is true we only have 2 people in our parts department and we have a charity event this Saturday that we are preparing for there is still no excuse for not answering our phone and hanging up on you. As for not calling you back once we did receive your call all I can say to that is that we truly dropped the ball.
Please know we are working very hard to improve our level of service and I appreciate your comments. Once again I apologize for the problem you encountered and I welcome the opportunity to address your needs and concerns personally.

Sincerely,
Peter J. Vaccaro
Director of Parts & Service
Wide World Ferrari Maserati
101 Route 59 East
Spring Valley, New York 10977
Phone: 845-425-2600 Ext# 245
Cell Phone: 845-416-3991
Fax: 845-425-2816
[email protected]

 

That's a nice response.

 

Talk is cheap...

CW

 

No credit for the effort?

 

The proof will be whether they clean up their act going forward.

And, what's with an "A for effort"? Like their self-esteem is something we should be worried about? This is about commerce. Giving people a pass for their bad behaviour breeds other bad habits.

CW

 

I agree -- to a point. Though Peter is the "man in charge" you can't fault him for an employee's mistake/lack of effort/rudness/etc. He is doing what he can (or at least reaching out) to try to rectify the problem. I've been in his shoes several times as a retail/service industry manager. Once a problem happens you can not take it back -- it is water under the bridge, so to speak -- but what you can do is to try to rectify and right the wrong while miniziming the damage that has been done. A sincere apology and taking corrective measures (usually) goes a long way.

I applaud Peter's effort to reach out. As someone who has been in his shoes, I urge anyone who has issues with poor service to seek out a higher up before passing total judgement on a company or facility. Everyone has a bad day and everyone has had a "bad employee". When managment doesn't care is when you should be concerned, IMHO.

Now it's time to put his money where is mouth is and truly institute change.

DISCLAIMER: I have dealt with Dean in parts in a B2B situation in the past and I have had nothing but good experiences with him. I am NOT an F-car owner and have never personally purchased any goods and/or services from WWC on a retail level, so I can not vouch for them concerning how they handle retail clients.

 

Ok, let me make my position clearer.

First, this is their BUSINESS. So, to give such bad customer service can do nothing but hurt it.

Second, this is nothing new. Lots of dealerships have shoddy people working there. So, my comments are not directed at WW in particular.

Third, talk IS cheap. If an employee fails to respond to a customer, that's bad enough. But, it potentially indicates that management isn't sharp or on top of things. So, yes, you can hold management accountable for an employees actions, attitude and professionalism. An apology costs nothing, and is certainly appreciated, but it's not a substitute for these guys doing their jobs. Which is all we want (or expect), and we pay them very handsomely for. Parts markups are INSANE.

Fourth, 285 has, as have many Mid Atlantic owners, pretty much written off FoW due to their own destructive business practices and shoddy (and expensive) workmanship (or for whatever reasons). I'm sure apologies have been offered, but I don't seem him (or them) making a beeline back to FoW. Memories are long. Apologies and excuses are just that. Do the job right, don't make mistakes, and charge a fair price. "A for effort"? Nope. Tell THAT to the insurance adjustor when something blows up on a freshly-serviced vehicle.

Fifth, there are always alternatives, as 285 & Co have found other service providers. A dealer may have a geographical monopoly as far as FNA is concerned, but the market for exotic service is much larger than FNA's thinking. Dealers are in competition with other providers. They should remember that. And, for parts, they are often far more expensive.

You haven't owned a Ferrari, so I think it unless you've played the Ferrari "game" or owned other exotics, it may be hard to understand. But, very simply, these are VERY expensive toys. We expect the HIGHEST quality treatment. Owners are busy people. Don't treat them like crap, ignore them, or waste their time. It may have been "charming" when the Old Man did his Machiavellian thing, but, today, if SpA/FNA expects to do well, they better clean up their act. Reminder, SpA is laying off employees and shutting down production. Sign of the times. The point is, paying customers are hard to come buy. Don't alienate the ones that WANT to buy!

CW

 

+ 1


And +1 for using Ricambi: http://www.ricambiamerica.com/
(I just bought a ton of parts for my 355 from them & saved a bundle off FNA prices and their service is first rate)

 

AJTozzi - I came looking for you at Mobile Werks and they told me you move to Seattle. True?

 

True at the time -- I was there from Oct to March and decided to move back to NJ. PM me if you need anything.

 

Hey dkny, did you get a call today from them? Just curious.. If so did they offer to express mail your needed parts? Did they offer any type of parts discount? They should sell you the parts wholesale like if they were selling to a mechanical / automotive shop. Usually 20-25% off. Have they done anything? (except this public note which I consider to be damage control). I am with CornersWell on this one.. How about some consequence.. This is a very common thing that happens all the time to me.. so what change is trying to be made.. Maybe its time for new parts counter people.. Out with the old in with the new.. Something fresh... How about some people that have some pride and care for what they do.. I thought the letter posted here was nice of WWOC but it was kind of a must do.. Its nice to know these forums do have some pull.. We are getting stronger.. Algar Ferrari always picks up the phone and addresses your needs right away.. They are old school.. Let us know what happens.. Sorry I was typing whie you were posting.. Just read your post above mine.. Wow sorry to hear of your troubles.. Hope you get her back on the road soon..

R

 

A+ for Dean. Cool guy and very knowledgable. Glad to hear they stepped up, as promised. Sometimes companies/people need to fail. EVERYONE should learn from their mistakes. Nobody is perfect.

 

BTW, I'm glad the OP got what he needed. We'll see if this is a one-off experience, or whether WW has really addressed their business practices.

CW

 

dean is the man and has the patience of saint!

 

Speaking of alienating good customers that DO BUY CARS; Have you followed this "treating the customer like crap" fiasco:
http://www.ferrarichat.com/forum/showthread.php?t=283286