Vospers Fiat Service Failure
I have had Fabio (Fiat All Battery Irresistible One) my Fiat 500e since 2021. My husband has had an electric car for many years and he tried to convert me to going electric. However the only electric car I would consider was a Fiat 500, as I had previously owned 3 petrol Fiat 500’s and loved them, but as the electric version was only manufactured for sale in England in 2021 I had to wait.
So in 2021 Fabio was born to my specifications. A La Prima in Celestial Blue with an added extra of an opening sunroof. We bonded immediately and I love him to bits and he has behaved himself causing me no problems until April 2024.
I had a message come up on the dashboard stating “battery key fob low”. This happened when either the pebble key or the main key was used. I changed the battery in the main key but the message still showed. So I contacted Vospers (Plymouth) my local Fiat Dealer to book Fabio in on the 15th April.
After 2 hours of waiting I was told that it the pebble key needed a new part which would have to be ordered and then it could be re-programmed.
29th April 2024
The part had arrived and I had to take Fabio back in to Vospers where hopefully it would be fixed.
After about 1.5 hours I was told that the key was still not working and there seemed to be a problem with the part. So they would have to order another one which would take about 5 days so I drove Fabio home.
Whilst I was waiting for the part to arrive I had another message come up on the dashboard saying “Service Traction Battery” and another one saying “Service Electric Vehicle System” which was worrying.
Vospers Fiat Service Failure
So I had to phone Vospers again to get Fabio booked in for the 13th May for this problem to be looked at. We were actually going on holiday on the 9th May so I drove him in on the Thursday 9th May so he had to stay at the garage not only until the 13th but until the 17th May on our return, so plenty of time for the problem to be diagnosed and sorted.
Whilst away on holiday I did telephone Vospers on the 13th which was the day Fabio was booked in and I was told that the technician was in contact with Fiat but nothing to tell as yet. The Receptionist could not give any details but did imply that the problem could be with the main traction battery. Whilst I was speaking to her I did also enquire about the part for the key and was told it had arrived but they were waiting until the battery problem was sorted before that was done.
I then heard nothing at all.
20th May 2024
We were out and about so as I had not heard anything from Vospers we called in in person to get an update. (it would have been nice to have received an update so we called in to see what was going on). The lady at Reception went out the back to speak to the technician and cane back and told us, basically they were still communicating with Fiat to diagnose the fault. Included in her findings she said it was the hybrid battery. We put her right and said it was not a hybrid car so she was obviously looking at the wrong car notes. Not very impressed.
We said that we were not very happy with the time it was taking being no further forward and said we would escalate this direct to Fiat. She said she would speak to her Serrvice Manager (Tazmin) who would get back to us, probably tomorrow. Nothing.
Now we are back from holiday I am now without a car and no offer of any courtesy car.
22nd May 2024
No telephone call so I phoned Vospers just after 4.00 p.m,. When I eventually got through as the lines were busy I left a message to say that I was expecting a call from Tazmin. The gentleman said he would get her to phone me.
A short while afterwards th phoned me and said she had not received any message from the Receptionist to say that she was to phone me. She then asked what the problem was. I then had to tell her and said I was unhappy that she hadn’t contacted me when she should have done. She kept saying that the first she knew about it was when she received a text/email from the bloke I just spoke to. She did apologise and said it was unsatisfactory and she would investigate internally why she was not passed on the information.
She also apologised that I had not been offered a courtesy car and asked if I wanted one, but I declined.
She said she would speak to the technician and update me (which she said I should have been 2 or 3 times a week) to find out what is going and I said I wanted her to phone me back by the end of the day, which she said she would do. She did phone back just after 4.30 p.m and I got Steve (my husband) to speak to her.
She read out to him the report from the technician. The car is not letting them isolate the high voltage system. They are now awaiting a solution from Fiat as to how to safely isolate the battery to enable them to conduct further tests. She also said she has now escalated the problem to her area manager to take it up with Fiat as well. She will keep pressing the issue and will update us regularly now she is aware of the issues.
24th May 2024
Voice mail message on my mobile to call Tazmin back. Steve rang her at 1320 same day. She has now made the Area Manager aware (he has been off for 2 days) and he will be talking to Fiat. She has spoken to a technician from another franchise and has booked him to work on the car on Wednesday 29th May with sufficient time for him to carry out the latest Fiat instruction (The original Fiat Technician at Vospers was unable to do this as he was not confident he could isolate the 400 volt system but this other technician was clearly not worried about the risks and would do these tasks himself!) We will know more on Wednesday of next week.
29th May 2024
Tazmin phoned at 4.20 p.m but I was in another room and did not get to the phone in time to answer it. She left a voicemail asking me to phone her regarding Fabio. Steve tried to phone her no more than 2 minutes after her call on the number she left which was the main Vospers switchboard. He was told that she had just left to go to an appointment and the receptionist said she would get her to phone back tomorrow morning. I could not believe that after only 2 minutes after she called me that she was then unavailable.
30th May 2024
She was supposed to phone first thing in the morning, but nothing so Steve phoned her just after 9.30 a.m. She stated they had found the fault. There is a coolant leak which has entered the high volt system. They have ordered the parts and will update me on my mobile once they know. Steve stated we had previous bad experiences with Vospers (Steves past problem with Vospers – Karen’s past problem with Vospers) and he pointed out the incompetence of the first Fiat technician causing a delay of 3 weeks and stated we would want compensation at the end of this. She stated she believed in customer service and he said he would judge her at the end of this.
Now I was going to publish this post when the job was completed and I got my car back but there is no end in sight yet, so I will add to it as the weeks go on.
4th June 2024
Heard nothing so Steve phoned to speak to Tazmin at 11.50 a.m. but he was advised by a male service adviser that she was in a meeting but said he would get her to call him back.
3.42 p.m and still no call back from Tazmin so Steve phoned and spoke to the same man who took his message this morning he stated that Tazmin will be in meetings until 4pm. Steve advised he was less then happy and said could she not have made time to call him back at some point during the day. However the sales adviser then took the registration number and researched their system. He advised the heat pump and a cable were not in stock in the UK and were on a back order with Fiat in Italy. He said this could take between 7 to 10 days so we will not hear anything until the middle of next week.
Note: According to Tazmin when we spoke to her originally we should be updated every 2 or 3 days, but clearly again this has not happened as we were the ones chasing on a regular basis. Also we have never heard anything back from the Area Manager.
10th June 2024
Days have gone by and heard nothing so Steve phoned to speak to Tazmin at 10.05 a.m. She was in yet another meeting so he asked the receptionist if she would get her to phone him back on his phone.
At 2.09 p.m. I had a missed call whilst I was driving Steve’s car so could not answer it. So when I got home I phoned the missed number which I did not recognise and it transpired that it was Tazmin who called but she was not at her desk and I asked the receptionist to get her to call Steve back on his number as originally requested.
2.55 p.m. Steve’s phone rang and Tazmin’s opening comments were “what can I do for you?” Steve replied “Give us our car back” . He pointed out he had not heard from her since the 30th May despite her promise to update us 2 or 3 times a week. Steve pointed out he had to ring last Tuesday and spoke with the male service adviser who stated the part had been ordered and would take 7 to 10 days. That time was nearly up so where is the car.
She stated they had not had the parts from Fiat yet. Steve asked was the service advisor incorrect for stating it would take 7 to 10 days. She said “yes” She apologised for not contacting us saying she “had missed that one”. Steve asked who he should escalate it to if this poor service continued. She said she would inform her area manager (which she was supposed to have done weeks ago!). Steve asked her what action she would now take to resolve this issue. She said she would phone Fiat and chase the matter up. Steve stated this should have been done weeks ago. Steve pointed out how dissatisfied we were with both her personally and Vospers in general. Steve reminded her there was still the outstanding key fob which should not be forgotten and she advised both job cards were pinned together.
Steve reminded her the car had been with them for nearly 5 weeks now. We await her call regarding her enquiries with Fiat.
3.57 p.m. call back from Tazmin. She has been on to Fiat to chase them. She has been on to the area representative who will also chase them. Steve asked how long for a reply. She stated she would expect a reply in 1 to 2 days. She is now off for 2 days but has briefed other service staff.
3.59 p.m. Steve completed the complaints form on Fiat UK outlining the situation to date. An automated reply was received stating contact would be made within 3 working days.
Just after 4.00 p.m. Steve received an automated reply from Fiat UK, stating they were in the process of reviewing his request and would reply within3 working days.
12th June 2024
12.46 p.m. Steve received a text message from Tazmin saying she had tried to call and will try again soon (he had been stuck in traffic with no mobile signal).
1.24 p.m. Steve replied to Tazmin by text to say that he was now home.
3.07 p.m. Steve received an email from Fiat.
“We can see the order, in case if ETA on it remains the same tomorrow I will escalate your order and as soon as we get ETA I will be updating you.”
3.30 p.m. As Tazmin hadn’t phone back by this time Steve rang her. She states the area manager has been onto Fiat and a customer care case opened. They should hear back in a couple of days and will update us.
13th June 2024
12.50 p.m. Steve received a call from Tazmin stating the part would not be delivered until October! He stated my concern over this delay. Steve also asked for reassurance that the diagnosis that Vospers had made was correct, which Tazmin assured him that the diagnosis was correct.
He also pointed out that as the car would be out of warranty in October and wanted confirmation there would be no liability on us for any costs and Tazmin assured him the repairs would be covered under warranty. She was aware of our customer care complaint with Fiat and stated we should pursue them direct as would Vospers to try and speed up the process.
Tazmin also advised us to take a hire car now as the cost born by Fiat would add to the pressure to deliver the part as soon as possible. He agreed but stated that I would only accept a Fiat 500e and definitely no petrol or diesel, which she said she would try to do and would start the process of arranging a hire vehicle.
1.36pm Steve received a text from Tazmin. The coolant leak was caused by a problem with the heat exchanger and a replacement one was on order.
19th June 2024
At 1.55pm Steve received a call from Tazmin n his mobile whilst we were on holiday in Hampshire. She stated that we were to be given a car from the sales team at Vospers (as they could not get one from Fiat) and confirmed it was a Fiat 500e but an Abarth 500e. She was now going on holiday and the car would be available for collection from Friday 21st June.. Steve stated we would be returning from holiday that day so could we pick it up on Saturday 22nd.
She said whilst she was away our contact would be her manager Clive Elmore.
21st June 2024
At 11.26 am Steve sent and to Fiat Customer Care stating he had received no reply from them since he contacted them 9 days ago and wanting it referred to a supervisor.
21st June 2024
At 12.05 pm Steve had a reply from Fiat apologising for the inconvenience caused and said “ETA is always changing and currently we are looking at 26th June 2024”. So from being told it would be October from Vospers and now 26th June from Fiat UK, it will be interesting to see who is right.
22nd June 2024
Went in to Vospers to pick up the courtesy car which was a brand new 24 plate black Abarth electric with just over 300 miles on the clock. Now I know the Abarth does come in a couple of pretty vibrant colours but this was black with a black interior so it was an instant dislike from me. I found the seats very hard and not very comfortable, but it was quick!!!
Later in the day Steve went out in the Abarth and when he came home he checked the boot and there were no charging cables of any type with the car., which should be have been supplied. Luckily we have charging at home but if we had to rely on untethered charges then the car would have been useless. It was too late to call Fiat service as they had closed at 1pm so would have to wait till Monday.
24th June 2024
At 10.08 a.m. Steve rang Vospers and asked to speak with Clive Elmore Tazmin’s Manager. He was not available so a message was left for him to ring Steve. back Just after mid day he did phone back. He was clearly not aware of the details of the case to date.
Steve informed him that Fiat had replied to him on Friday stating the part would be sent on the 26th June 2024. Steve asked which was correct, Tazmin saying October or Fiat now saying 26th June. Elmore stated as we had made a complaint direct to Fiat that it might have had the effect to speed them up locating the part. There was little point in debating this further with him apart from asking for reassurance that the car would be worked on as soon as the part arrived. He said he would inform us as soon as they had the part.
Steve then raised the issue that the car had arrived without any charging cables. He had no idea if we were driving a Fiat or a Vauxhall or what we had been given. Steve asked him to record the fact the car had arrived without any charging cables as we did not want to be accused of taking them when we handed back the Fiat without them. He assured us it would be recorded.
27th June 2024
At 9.30 a.m. Steve rang Vospers to see if the part had arrived with them but of course it had not.
At 9.40 a.m. he then emailed Fiat UK advising them the part had not arrived and asking when we can expect it.
1st July 2024 we had received no response to Steve’s email so he telephoned Fiat Customer Care spoke to the complaints handler Anzor M. He stated the date on the parts system had just changed from 26/06/2024 to now “no date”. As this was a back order from Fiat Italy the part is not available straight away and may need to be manufactured if not already in stock.
He said he will escalate it with the parts department in Italy and update us once he has a reply in 2 or 3 days. Steve discussed compensation but was told once a hire car or dealership loan vehicle was supplied and the customer is back on the road that was the end of Fiats responsibility and no compensation is ever given.
Also today 1st July through sheer frustration, that I am in the hands of the Vospers and Fiat UK and there is nothing I can do, I have just completed a contact form for the BBC Watchdog programme. However in the automated reply it states that they have loads of people contacting them with different issues, so I doubt if my problem will be considered.
2nd July 2024 – Fabio spoke to me – yes this is true
Just after 5pm my phone bleeped to say that Fabio had started to charge via the Fiat app. Steve checked the app and saw that Fabio had been driven at 12.35. He called Vospers at 5.15pm and spoke to the service department. They confirmed the part had arrived and the technician had been working on the car. It was to be charged overnight and further tests tomorrow when they would contact us again, pity they didn’t contact us today to update. So Fiat UK didn’t update us to say the part had been sent (as promised). Vospers didn’t contact us (as promised) to say that the part had arrived, it was Fabio who alerted me – unbelievable (he obviously wants to come home and it might not be too long now!!), you couldn’t write the script!!!!
3rd July 2024
At 2.09 p.m. Whilst I was out walking Archie ( my dog), my phone rang but I couldn’t answer it quickly enough so a voice mail was left. It was Vospers service department (name I could not get) to say the part had arrived yesterday (which we already knew) and it had been fitted today and it was out on a test drive to check everything was okay. She said that once they were happy she would phone again and I would be able to collect it.
At 4.00 p.m she phoned again to say that everything was okay and it was ready to collect. I asked her had the problem with the key been sorted and she assured me it had. I then asked if the car could be delivered to me due the inconvenience I had experienced and she said “yes” but it would not be today but she would speak to a driver and arrange for tomorrow.
So it looks like we are nearly there and Fabio will be home after his long stay at Vospers since 9th May.
At 4.40 p.m. I received the phonecall I had been waiting for to say that Fabio will be delivered between 9 – 10 a.m. tomorrow.
4th July 2024
9.30 a.m. Fabio is home at last – hurray, 5 days short of 3 months being in the garage.
UPDATE
Well we thought that was the end of it, but the saga goes on.
On the 15th July just before 5.00 p.m. Steve had an email from Anzor Fiat Customer Services England
“Dear Mr. Freeman,
In reference to your request 02041992.
Part has been shipped from Italy, as soon as it will arrive in dealership i will be informing you. If you require any further assistance, please reply to this email or contact us by calling Fiat”.
Obviously we were taken aback and could not not believe this so Steve emailed him back on the 16th July.
“Thank you for your reply. There is a problem either with your communication system with your parts department or Vosper Fiat Dealership Plymouth is telling me something which is ncorrect. You see they notified us that the part had arrived with them on the 2nd July 2024. It was fitted the next day according to them. The car was returned to us on the 4th July 2024.
So if they did fit the part on the 3rd July your system is behind the times.
If your system is correct then what have Vospers done to the car to be able to return it without the new part.
Can you please clarify Fiats position on this”.
Around 1.00 p.m. Anzor phoned Steve and confirmed that it was down to the system not being updated and the part had arrived at Vospers on the 2nd July.
FINAL UPDATE
During his conversation Steve asked him for some sort of compensation for all the hassle we have had. Anzor said he would ask.
17th July 2024 5:25 pm Steve received an email with an offer of £200 compensation service voucher for the next scheduled service which would be 2024. That was all well and good except Steve emailed back to say that we had already paid for a 3 year service plan when we purchased Fabio.
24th July. I received a service voucher for £200 which was marked as valid for 2 years from 24th July 2024 so it would cover our 4th service next year. RESULT!!
THE END!!!
Vospers Fiat Service Failure
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