What would you do? | FerrariChat
Buy

What would you do?

Discussion in 'Ferrari Discussion (not model specific)' started by Klaus812, Mar 14, 2023.

Tags:

This site may earn a commission from merchant affiliate links, including eBay, Amazon, Skimlinks, and others.

  1. Klaus812

    Klaus812 Rookie

    Mar 14, 2023
    4
    #1 Klaus812, Mar 14, 2023
    Hello,

    I'm from Canada and I have a 2022 Ferrari 812 GTS with sub 200KMs.

    I had it sent into the dealership for routine maintenance and winter prep, the vehicle was picked up by the dealerships movers and scratched when they unloaded it at their location.

    The vehicle was picked up in Oct and I wasn't aware of the damage until I received a photo the following week.

    Accidents happen - But for 4 months I was repeatedly told it will be 2-3 weeks.

    The car was returned mid Feb and immediately I took photos and videos of the poor paint job that was done, and informed the dealership I wasn't satisfied with the job.

    I had a reputable body shop assess the work to get a 2nd opinion, they said the following.

    "There is dirt in the paint, there is also a chemical reaction where I believe the base coat is reacting with primer and or clear coat. (ref. texture change from top of panel to bottom)
    The door is also very blotchy (not enough clear coat).
    I am surprised they released the car to you in this condition."

    At first the dealership said the body shop will reach out to me to arrange to have it fixed - I declined and asked to speak with the GM as I don't think I should be pushed over to a 3rd party.

    I was told a rep from Ferrari had to be flown from Italy to inspect the paint job, I have asked if I can get a copy of this report because I don't know who would approve this - no answer.

    The dealership is offering to take the car back and repair it for free within 30 days. I asked if a rep will have to come down to inspect this job as well. I was told no. This really raised my suspicion as to if this was true in the first place.

    They mentioned they could send it to a different shop if I wanted, now I'm being told they never said that, I must have made it up /s.

    I love the 812, I love the brand, and I feel these guys are doing a POOR job of representing the name and I truly feel as though I am being brushed off and that 7 months of my time (earliest date I could have this car returned) is no big deal. No "how can we make this right?".

    multiple times I have called and asked to speak with the GM around noon, get told ill receive a call back in 10-15 minutes, and I will get a short email at 7pm or 10pm (store is closed) as though I am annoying them.

    Multiple dodged phone calls. Months of waiting. Over a month the car has been returned and no date set to have it picked up. Currently waiting to see if they can have it picked up sooner than the end of the month.

    Should I reach out to Ferrari actual? I would hate for anyone to have to deal with this type of customer service and ruin their Ferrari experience. Won't be shopping at this location again.

    To the readers, what would you do?

    At the least - thanks for letting me rant a bit.
    Image Unavailable, Please Login Image Unavailable, Please Login
     
  2. Nospinzone

    Nospinzone F1 Veteran

    Jul 1, 2013
    7,748
    Weston, MA
    Full Name:
    Paul
    #2 Nospinzone, Mar 14, 2023
    I would have it painted at a shop you trust and send the dealership the bill. You will probably have to sue them to get paid though.
     
    Julia likes this.
  3. George Vosburgh

    George Vosburgh F1 Rookie
    Silver Subscribed

    May 26, 2011
    4,331
    Pittsburgh, PA / Chautauqua, NY
    #3 George Vosburgh, Mar 14, 2023
    This is a Ferrari dealer in Canada, there are not many. This is the quality of the paint jobs they are doing on all their cars? It's hard to believe. Normally a dealer has a shop that does first class work. It's hard to believe they did this. I would say you pick the shop, the dealer picks up the bill.
     
  4. Doug.

    Doug. F1 Rookie
    Silver Subscribed

    Apr 16, 2004
    3,291
    Las Vegas, NV
    #4 Doug., Mar 14, 2023
    I would consider putting together record receipts of all correspondence and call Ferrari North America to get it resolved.

    You should not be coming out of pocket for this at all, and they are doing a very poor job of serving you. You have given them enough chances, move it up the chain.
     
    Dane, Lusso123, Caeruleus11 and 3 others like this.
  5. Ngcanada

    Ngcanada Formula Junior

    May 16, 2016
    747
    Ottawa Canada
    #5 Ngcanada, Mar 15, 2023
    Call Ferrari North America. Escalate this as high as you can. This is disgusting


    Sent from my iPhone using Tapatalk
     
    Dane likes this.
  6. Ngcanada

    Ngcanada Formula Junior

    May 16, 2016
    747
    Ottawa Canada
    #6 Ngcanada, Mar 15, 2023
    What dealer in Canada? I deal with Ferrari Quebec


    Sent from my iPhone using Tapatalk
     
    Klaus812 likes this.
  7. fpb

    fpb Karting

    Dec 18, 2003
    179
    MI, Chicago
    #7 fpb, Mar 15, 2023
    Go visit the GM in person and politely demand that this get resolved to your liking. It sounds like you've been calling, but it's easy for them to give you the run around over the phone.
     
    Dane, Lusso123 and TheMayor like this.
  8. TheMayor

    TheMayor Ten Time F1 World Champ
    Rossa Subscribed

    Feb 11, 2008
    105,199
    Vegas baby
    #8 TheMayor, Mar 15, 2023
    Start with the easiest solution to your problem first. If that doesn't work to your satisfaction, take it up a notch.

    But I would try to avoid burning bridges permanently.
     
    Dane and Lusso123 like this.
  9. TheMayor

    TheMayor Ten Time F1 World Champ
    Rossa Subscribed

    Feb 11, 2008
    105,199
    Vegas baby
    #9 TheMayor, Mar 15, 2023
    I think communication is key.
     
  10. Marcel Massini

    Marcel Massini Two Time F1 World Champ
    Honorary

    Mar 2, 2005
    24,806
    #10 Marcel Massini, Mar 15, 2023
    WHICH dealer?
    Name please.

    Marcel Massini
     
    Klaus812, mcimino and of2worlds like this.
  11. Scott98

    Scott98 F1 Rookie
    Owner Silver Subscribed

    Nov 3, 2004
    2,905
    Weston, FL
    Full Name:
    Scott
    #11 Scott98, Mar 15, 2023
  12. NaO

    NaO Karting

    Apr 23, 2017
    223
    #12 NaO, Mar 15, 2023
  13. clockem

    clockem Formula 3

    May 18, 2009
    1,141
    Chicago
    Full Name:
    Gary
    #13 clockem, Mar 16, 2023
    Call and write FNA as well as Ferrari in Italy. Dealers get penalized when customers contact the factory directly. The dealer will get a very harsh email/ call from Italy demanding they take care of the customer.


    Sent from my iPhone using FerrariChat
     
  14. ScottS

    ScottS F1 Rookie
    Owner Rossa Subscribed

    Mar 2, 2004
    2,933
    Winter Park
    Full Name:
    Scott S
    #14 ScottS, Mar 16, 2023
    Suggest a personal in person conversation with the Gm and a word with dealer principal.
    If you have a GTS you are at least a valued customer.

    In said conversation I would stress how upsetting this has been because of how it was handled. I would agree on a resolution such as sending to classiche in Nj or other FNA sanctioned shop for remedy at their cost.

    Politely mention you don’t want to escalate but if necessary ,,,,,; dealers hate when FNA gets involved. It is likely when you start with FNA unless you have contacts that it will be lower level and they simply will go to the dealer.

    The other issue will be burning the relationship with YOUR dealer. Your next dealer will be further away in distance and relationship and you will be set back regardless of your history. I cannot imagine how upsetting this must be, but hopefully life is long and the cars keep coming. Even if you burn this relationship it’s best to do it quietly and gently.


    Good luck.


    Sent from my iPhone using Tapatalk
     
    Dane and Klaus812 like this.
  15. amenasce

    amenasce Three Time F1 World Champ
    Silver Subscribed

    Oct 17, 2001
    34,309
    Full Name:
    Joe Mansion
    #15 amenasce, Mar 16, 2023
    If you don't live too far, I'd drive there and ask to speak with the GM. Have email ready with photos of paint and scratches and any communication to date ready to be sent to him if you meet him that day so he can open it while you are there.

    And tell him you want the dealer to pay for the car to be fixed at the bodyshop you trust bc at this point you have already lost weeks of time trying to be made whole and his dealer failed once already.
     
    Klaus812 likes this.
  16. vjd3

    vjd3 F1 Rookie
    Owner Rossa Subscribed

    Jun 3, 2005
    2,709
    Massachusetts
    Full Name:
    Vic
    #16 vjd3, Mar 16, 2023
    Back in 2016 I had a Ferrari dealer go back and forth over a period of months with a vexing problem with my car, they weren't figuring it out and I wasn't really getting anywhere after multiple visits (service department is always swamped), one email to Ferrari customer service in Italy to inquire about whether I could have it flatbedded to a different dealer under warranty and suddenly I got a lot of attention. The original dealer picked it up the next day, gave me a Maserati loaner and it was taken care of immediately with technical support from the factory.

    The email I used was [email protected] ;) YMMV
     
    Klaus812 likes this.
  17. Klaus812

    Klaus812 Rookie

    Mar 14, 2023
    4
    #17 Klaus812, Mar 16, 2023
    Thank you everyone who took the time to read and reply.

    Your input is beyond appreciated!

    I have reached out to Ferrari customer service. I'll try to keep the thread updated when a solution is found.
     
  18. Klaus812

    Klaus812 Rookie

    Mar 14, 2023
    4
    #18 Klaus812, Mar 16, 2023
    Scott98 likes this.
  19. Klaus812

    Klaus812 Rookie

    Mar 14, 2023
    4
    #19 Klaus812, Mar 16, 2023
    Mr. Massini,

    Wow - I did not know you were on here! Thank you for reading.

    I am trying to avoid outing this dealership - I would love to share a bit more information with you, and or get your input if possible.

    Is there a way to direct message you?

    Cheers,
     
  20. Marcel Massini

    Marcel Massini Two Time F1 World Champ
    Honorary

    Mar 2, 2005
    24,806
    #20 Marcel Massini, Mar 16, 2023
    PM received, thanks.
    Will reply when time permits.

    Marcel Massini
     

Share This Page