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Hello from the Alfa Romeo Social Care Specialists

33K views 70 replies 38 participants last post by  Honeycomb 
#1 ·
Hello Stelvio owners,

We wanted to take time to introduce ourselves. Our team will be monitoring forum threads to keep an eye out for your concerns and proactively reach out to offer support. As Alfa Romeo Social Care Specialists, we work in tandem with our dealerships and internal teams to assist in the best way possible. You can always tag us in a post or send us a private message. Sending a private message is most efficient, as sometimes information can get lost on a public thread. However, either way we are happy to help.

Jasmine and Julie
Alfa Romeo Social Care Specialist
 
#3 ·
Welcome to the forum and I appreciate the outreach!
I think you'll find we are happy owners for the most part, and if you peruse the forums you will find some of the issues that are most important to us. Based on my quick observation thus far, I think the thread on Apple CarPlay availability is probably the most discussed topic here, so any info and updates you can share as Alfa Romeo works on this issue would be most appreciated.
 
#7 ·
Jasmine and Julie: Welcome and thanks for your kind attention to our herd of Stelvio cats. Great to know you and hope this is helpful to you as well as it will be for all of us. We think you are doing something pretty cool here and appreciate your goodwill.
 
#9 ·
Good day Jasmine and Julie,

It’s nice to see some representation from Alfa here and welcome to the forum.

Mods, could there be a dedicated section for them on this forum? You could move all the posts already created that you would like them to address or at least see. If Jasmine and Julie can support us from one section, it might make it easier for all of us.
 
#12 ·
Welcome to the forum and I appreciate the outreach!
I think you'll find we are happy owners for the most part, and if you peruse the forums you will find some of the issues that are most important to us. Based on my quick observation thus far, I think the thread on Apple CarPlay availability is probably the most discussed topic here, so any info and updates you can share as Alfa Romeo works on this issue would be most appreciated.
So if understand them, they want me to private message them my CarPlay questions or concerns? Seems that should opening info to provide credibility.
But,:rolleyes::rolleyes:
You got it.?.
 
#20 · (Edited)
vanished

So if understand them, they want me to private message them my CarPlay questions or concerns? Seems that should opening info to provide credibility.
But,:rolleyes::rolleyes:
You got it.��.
I've tried sending private messages but AlfaRomeoCares has gone with the wind.

So much for "keeping an eye out for your concerns and proactively reach out to offer support."

It's too bad.

Many, many of the questions that are posted in this forum could possibly be answered by an FCA/Alfa Romeo insider.
 
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#17 ·
FCA/Alfa Romeo - loaneer car policy



Hi Jasmine and Julie -

Can you give us in writing the official, factory loaner car policy for US Stelvio owners?

* For regular interval servicing - does FCA/Alfa Romeo thru it's US dealer network, provide a loaner car at no charge?
* For warranty breakdowns and malfunctions - does FCA/Alfa Romeo provide a loaner car at no charge thru it's US dealer network?

Thank you!
:>)
 
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#18 · (Edited)
loaner car policy?

Hi Jasmine and Julie -

Can you give us in writing the official, factory loaner car policy for US Stelvio owners?

* For regular interval servicing - does FCA/Alfa Romeo thru it's US dealer network, provide a loaner car at no charge?
* For warranty breakdowns and malfunctions - does FCA/Alfa Romeo provide a loaner car at no charge thru it's US dealer network?

Thank you!
:>)
Gosh, AlfaCares from Auburn, Michigan (FCA/Alfa Romeo)

Can you let us Alfa Rome owners know the loaner/rental car policy??

We would like your support and assistance, please.
 
#22 ·
Does not surprise me at all. Right after getting my Stelvio I was working with the dealer to get a couple of questions answered, but the dealer was also having no luck getting answers from Alfa. I called Alfa Care and all they wanted to do was call the dealer for me. When explained that I had been working with the dealer so they stated they would open an issue and contact Alfa and get back to me. After a month I called back and Alfa Care had closed the issue without reply from Alfa or contacting me.

I was told by Alfa Care it was their policy after sending issues to Alfa to close any issues opened, even if nothing was done to address the questions. I guess by doing that, Alfa Care looks like they have resolved all customer request to total satisfaction. Maybe others have had better luck then me.
 
#25 ·
experience with customer care Italy, in case of trouble or in need of service or something about issues or problems with Stelvio the correct approach is contact the green number and ask solution and service locations directly to the agent, in this way the agent can mantain in monitoring the flow of assistance and the customer satisfaction on the end of service.

my 2 cents
 
#26 ·
I sent Alfa Care a PM the first day they posted on this forum as they suggested we do if we have questions or a problem. Days later they responded they need my vin number in order to assist me. It has now been 10 days since I gave them my vin number and no response. Being proactive and reaching out to AR owners on this forum was a great idea but if you do not follow up then it’s a sure way to turn people off from your brand.
 
#27 ·
nav updates?



Hi Alfa Cares -

Has there been any US navigation updates for the Stelvio?
Mine shows "Map 971.7832"

Also, is there a way we can check ourselves in the future?
 
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#30 ·
Hi Alfa Cares -

Has there been any US navigation updates for the Stelvio?
Mine shows "Map 971.7832"

Also, is there a way we can check ourselves in the future?
I was told that map 991.8525, was available, but was told by a dealer that Alfa would have to approve the download. That was the last I heard about it. As of now, it is my understanding that the owners in the States do not have a way of checking updates.
 
#28 ·
AlfaRomeoCares ???

I got great price on my Giuiia Q4, bought 6-2017 from the Alfa/Fiat dealer in Renton, WA,. However, the product knowledge (recommended oil, they first said Mobil1 and then "OEM" oil?) and service have been somewhat disappointing from my dealer. Yes they did 5 RRT's with good results thanks to Andrea's list of recommended RRT's based on my VIN, she was formerly with ARC. She was very helpful. However, the dealer couldn't update my software even though I had several known issues. Plus I've had an irritating periodic jerking issue since last fall. The dealer said they road tested it but couldn't find any problem, but the mileage in and out was the same? I'm still trying to get reliable info on the recommended oil for my first complimentary service coming up and any knowledge from Alfa Romeo about the jerking on Giulia's.

Thus I sent a PM on 12-27-2017 about the oil. Andrea said she would get back to me. Apparently she left ARC shortly after that. Then on 3-21-2018 after no response I PM'd again about wanting to know the approved oil and I also brought up the jerking issues not solved by the dealer and the fact that I heard that the dealer had sold the business, could they confirm? In the meantime in late April I visited and made an appointment for late May at the Maserati/Alfa dealer in Seattle, a dealer my Stelvio friend from this forum highly recommended. They said they would do the T57 recall and maybe that might solve the jerking. I have my doubts, although they seem to be a very competent dealer. After no response from ARC, I again on 4-30-2018 asked this time: PLEASE CAN SOMEONE AT AlfaRomeCares RESPOND. I was still hoping before my first yearly service they might be able to confirm the correct oil and if they had any info on the jerking problem. I only have 3800 miles in 11 months. Am I the only one in the US with this issue?


On 5-1-2018 I did receive a PM from ARC:

"Thanks for reaching back out. Andrea is no longer with the Social Media Department. As customer care agents, we do rely heavily on our dealerships and trust their expertise when it comes to vehicle information. If you'd like, feel free to connect with another dealer to get a second opinion. We appreciate your time and hope you have a great evening.

Jasmine
Alfa Romeo Social Care Specialist"



I am having difficulty getting rather simple information from a dealer on the correct oil to use and also an evaluation on a persistent jerking issue and ARC wants me to "trust their expertise" or get a second opinion.

Good grief. What is the purpose of AlfaRomeoCares? I guess I give up and will try calling Afla Romeo directly next week. This will be posted at the Giulia forum also. My help from ARC thru December was great, what happened?
 
#32 ·
I got great price on my Giuiia Q4, bought 6-2017 from the Alfa/Fiat dealer in Renton, WA,. However, the product knowledge (recommended oil, they first said Mobil1 and then "OEM" oil?) and service have been somewhat disappointing from my dealer. Yes they did 5 RRT's with good results thanks to Andrea's list of recommended RRT's based on my VIN, she was formerly with ARC. She was very helpful. However, the dealer couldn't update my software even though I had several known issues. Plus I've had an irritating periodic jerking issue since last fall. The dealer said they road tested it but couldn't find any problem, but the mileage in and out was the same? I'm still trying to get reliable info on the recommended oil for my first complimentary service coming up and any knowledge from Alfa Romeo about the jerking on Giulia's.

Thus I sent a PM on 12-27-2017 about the oil. Andrea said she would get back to me. Apparently she left ARC shortly after that. Then on 3-21-2018 after no response I PM'd again about wanting to know the approved oil and I also brought up the jerking issues not solved by the dealer and the fact that I heard that the dealer had sold the business, could they confirm? In the meantime in late April I visited and made an appointment for late May at the Maserati/Alfa dealer in Seattle, a dealer my Stelvio friend from this forum highly recommended. They said they would do the T57 recall and maybe that might solve the jerking. I have my doubts, although they seem to be a very competent dealer. After no response from ARC, I again on 4-30-2018 asked this time: PLEASE CAN SOMEONE AT AlfaRomeCares RESPOND. I was still hoping before my first yearly service they might be able to confirm the correct oil and if they had any info on the jerking problem. I only have 3800 miles in 11 months. Am I the only one in the US with this issue?


On 5-1-2018 I did receive a PM from ARC:

"Thanks for reaching back out. Andrea is no longer with the Social Media Department. As customer care agents, we do rely heavily on our dealerships and trust their expertise when it comes to vehicle information. If you'd like, feel free to connect with another dealer to get a second opinion. We appreciate your time and hope you have a great evening.

Jasmine
Alfa Romeo Social Care Specialist"



I am having difficulty getting rather simple information from a dealer on the correct oil to use and also an evaluation on a persistent jerking issue and ARC wants me to "trust their expertise" or get a second opinion.

Good grief. What is the purpose of AlfaRomeoCares? I guess I give up and will try calling Afla Romeo directly next week. This will be posted at the Giulia forum also. My help from ARC thru December was great, what happened?
Hello JuliaQ4-Nut,

I'm sorry to hear you feel we are of no help. We aren't trained technicians and wouldn't be able to diagnose your concerns over the internet. Thus, we encourage customers to visit the dealer and on our end we make certain the process is as seamless as possible. Also, escalating to other teams if the situation need further handling. We do appreciate your feedback and hope you have a great week.

Jasmine
Alfa Romeo Social Care Specialist
 
#29 ·
the secret is in their titles - 'Social Care Specialist"

job description (they don't write it, and aren't responsible for the limitations placed on them) probably reads something like this:

"watch for people having issues with their Alfa/dealer and complaining about it on the internet. make a happy face comment so that anyone else reading the post will think that Alfacares.'

nice people put in a difficult position, and perhaps sometimes they can actually help, but for the most part it seems to me that they are not in a position to do much of anything aside from be pleasant.
 
#31 ·
Loaner policy

I'm in Las Vegas. Brought my Stelvio in last week for recall fixes first thing in the morning before going to work. Dealer gave me a Guillia loaner. Car was ready by lunch time but didn't have tine to go get it so I picked up the car that evening after work. Hopefully that's how it should go for everyone.
 
#36 ·
Hello from Alfa Romeo Social Care Specialists

Jeff, yes Findlay Fiat Alfa Romeo in Henderson, which is right next to Las Vegas in the southeastern part of the valley. Findlay is a big outfit, whiich sells alot of brands. Oddly enough the Fiat AR dealership is right next door to the Findlay Cadillac dealership, who used to service my Saab 9000S. See you are in "Texas Hill Country". Near San Antonio?
 
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