2005-2017 Aston Martin Vantage 2 Door Aston Martin Warranty -> 14 Customer Satisfaction User Manual
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Aston Martin Warranty -> 14 Customer Satisfaction for Your Aston Martin Vantage 2 Door Third Generation (2005-2017)

B.15
Aston Martin Warranty
12 What Replacement Parts should I use
Aston Martin recommends that you use genuine Aston Martin
replacement parts. However, when you are having non-Warranty
work done on your vehicle, you may choose to use non-Aston Martin
parts of equivalent specification.
If you decide to use non-Aston Martin parts, make sure that they are
equivalent to Aston Martin parts in performance, quality and
durability. If you use replacement parts that are not equivalent to
Aston Martin parts, your vehicle's emissions control systems may not
work as effectively, and you may jeopardize your Emissions Warranty
coverage.
The maintenance, replacement, or repair of emissions control
devices or systems, the cost of which is not covered by the
Warranties, can be performed by any automotive repair
establishment or individual using non-Aston Martin parts.
For vehicles within the Warranty period, Aston Martin will repair at
no cost to the owner, under the Federal Emissions Warranty, covered
emission failures caused by correctly installed Aston Martin parts or
non-Aston Martin parts that have been ‘certified’ by the U.S.
Environmental Protection Agency (EPA). Aston Martin is not
responsible for the cost of repairing any emission failures caused by
non-Aston Martin parts that have not been ‘certified’ by the EPA.
13 Preserve Your Emissions Warranty
If you do not maintain your vehicle correctly, Aston Martin may have
the right to deny you coverage under any of its Emissions Warranties.
To have repairs made under the Emissions Warranties, you may be
required to show that you have followed Aston Martin's instructions
on correctly maintaining and using your vehicle, in accordance with
the instructions set out in the Owner’s Guide. Make sure that you
save your service receipts and keep accurate records of any
maintenance work performed.
If you are not satisfied with the handling of a Warranty matter, you
may contact Aston Martin Lagonda of North America Inc. If you need
more information about getting service under the Federal Emissions
Performance Warranty, or if you want to report what you believe to
be violations of the terms of this Warranty, you may contact:
Director Vehicle Program and Compliance Division (6505J),
Environmental Protection Agency,
401 M Street, S.W,
Washington,
DC 20460
14 Customer Satisfaction
If you are not satisfied with any Warranty repairs performed by an
authorized Aston Martin Dealer and feel that you have a legitimate
Warranty concern that is not being addressed to your satisfaction,
follow the steps recommended below for the best resolution.
Step 1: Raise your concerns with the authorized Dealer Service
Manager.
If you feel it would help clarify any concern, you should accompany
the Service Manager on test drive of vehicle to demonstrate your
issues and concerns. Often simply voicing your concerns directly to a
manager or with the trained technician results in a satisfactory repair.
Step 2: If you are still not satisfied, contact dealership owner or
General Manager.
Often raising an unresolved issue to a General Manger will benefit all
involved and bring a focussed effort from all parties involved.
Step 3: If you are still not satisfied, bring concerns to Aston Martin
Lagonda of North America Inc. Regional After Sales Manager or
Operations Manager.
All authorized Aston Martin Dealers have the contact details of the
relevant After Sales and Operations Managers. Ask for the Aston
Martin contact information and it will be gladly supplied.
B.16
Aston Martin Warranty
Step 4: If you are still not satisfied, either:
a) Seek arbitration
All disputes relating to the Warranty or the Extended Service Contract
shall be resolved by binding arbitration under the Rules of
Commercial Arbitration of the American Arbitration Association
including its Supplementary Procedures for Consumer Related
Disputes, before a single arbitrator who shall be bound by the terms
of this Document. To maintain the highest quality of service and for
staff training purposes, telephone calls to Aston Martin may be
monitored and / or recorded.
b) If your dispute is in the State of California, contact the Better
Business Bureau (BBB)
The BBB program is only in effect in the State of California, but
steps one through three should be followed for quickest result.
As a final step to make sure that your concerns are being fairly
considered, Aston Martin has agreed to participate in a dispute
settlement program administered by the BBB, at no cost to the
customer.
Refer to section 15 for further details of the BBB.
15 The Better Business Bureau (BBB) Auto Line
Program
(California only)
The Better Business Bureau (BBB) works with manufacturers and their
customers in an attempt to reach a mutually acceptable resolution of
any Warranty related concerns. If a Warranty concern has not been
resolved using the three-step procedure outlined in Customer
Satisfaction (Refer to ’14 Customer Satisfaction’, page B.15), you may
be eligible to participate in the BBB Auto Line Program.
The BBB Auto Line Program consists of two parts – mediation and
arbitration. During mediation, a representative of the BBB will
contact both you and Aston Martin to explore options for settlement
of the claim. If an agreement is not reached during mediation and
your claim is eligible, you may participate in the arbitration process
and the BBB will schedule an arbitration hearing so that you can
present your case in an informal setting before an impartial person.
The arbitrator will consider the testimony provided and make a
decision after the hearing.
You are not bound by the decision, but should you choose to accept
the BBB Auto Line decision, Aston Martin shall abide by the accepted
decision as well.
Disputes submitted to the BBB Auto Line Program are usually
decided within 40 days after you file your claim with BBB. If you wish
to use the program and you qualify for participation, you will be
required to provide the following information:
• Your name and address
• The Vehicle Identification Number (VIN)
• The make, model and year of your vehicle
• A description of the problem with your vehicle.
BBB AUTO LINE will also ask you for other information that may help
resolve your concerns, such as the purchase price of your vehicle, the
vehicle's current mileage, and copies of repair orders.
Upon receipt of such information, BBB will review the claim for
eligibility under the Program Summary Guidelines.
You are required to resort to BBB AUTO LINE before exercising rights
or seeking remedies under the Federal Magnuson-Moss Warranty
Act, 15 U.S.C. § 2301 et seq. To the extent permitted by the
applicable State ‘Lemon Law’, you are also required to resort to BBB
AUTO LINE before exercising any rights or seeking remedies under
the ‘Lemon Law’. If you choose to seek remedies that are not created
by the Magnuson-Moss Warranty Act or the applicable State ‘Lemon
Law’, you are not required to first use BBB AUTO LINE.

Related Topics

Aston Martin Warranty
1 Aston Martin Warranties 2 New Vehicle Limited Warranty 3 New Vehicle Limited Warranty Statement 4 What is not Covered under the Warranties 5 Customer Satisfaction Campaigns 6 Anti-Perforation Corrosion Warranty 7 Emissions Defect Warranty 8 Emissions Performance Warranty 9 California Emissions Warranties 10 How do I get Service under the Emissions Warranties 11 How do I handle Emergency Repairs to make sure they do not affect the Emissions Warranties 12 What Replacement Parts should I use 13 Preserve Your Emissions Warranty 15 The Better Business Bureau (BBB) Auto Line Program 16 State Warranty Enforcement Laws 17 Aston Martin Extended Service Contract Owner Details Vehicle Details Owner Warranty Transfer

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