Gary L

Poor after sales and customer service

I feel I need to advise potential customers of the risks of purchasing from here, so they can be fully informed. The following are factual statements. A brand new car with 6 occurrences of faults within 7 months of ownership, limited support, no warranty support, and approx 1 month of off road unavailable. And I had to pay for the privelidge, due to the parts not being considered fair wear and tear under 'warranty'. Completely the opposite of what I explained I wanted when I went to sales. I wanted a reliable car to ensure I would be able to consistently get to and from work, with support if anything should go wrong. I purchased the additional support products suggested by the sales rep to ensure cover for most eventualities. None of which seems to have helped. After pushing I managed to get a courtesy car very briefly on one fault occasion, which I was advised could not be for long as others were already booked to have it. On other occasions I had to walk the 9 miles home, and on another occasion I waited on site for hours. Not the level of customer service you expect after purchasing a new car. On the description Perry's states that ..."We service, MOT and offer all vehicle repairs at our dealership, which all costs less than you might think."... After purchasing a brand new Ford Kuga within the first 6 months it had been back 5 times, after battling with the dealership and customer service the best they could do was make me pay £161 for a part as my vehicle warranty didnt cover "wear and tear". I tried to point out that the car was only 6 months old but they came back that the onus was on the customer to prove the part was faulty at manufacture, which I was obviously unable to do. They suggested that the warranty would be void if the 'repair' was not carried out and I needed the car back and running after not having it working properly for some time. Since having the repair done I have been unable to use he car properly as there was a further issue with the panoramic roof, which in my humble opinion and from past experiences of dealing with casualty extraction from vehicles, and normal stone chips etc... can say this was nothing like the glass being struck and shattering, the panoramic roof exploded, I would conclude from manufacturing default. However, again on requesting assistance from the dealership/Ford it was not covered under warranty and i was liable to restore the vehicle to its fit state. The work, if it were to have been approved, was also unable to be done on site (as per the description). This is the 8th new car I have had since the 90s, all 7 previous cars have had no issues to speak of or if there were minor issues have been supported by the respective dealer (none of them being Perry's Dover). So I know I am not expecting too much and I know how these things work. This is by far the worst experience I have had when purchasing any car, both for what was requested at sale and for after sales support, even older second hand cars have been more reliable and better supported by the dealer from whence i purchased them. I am unsure if the issue is from dealership reporting at the coalface up, or ford central directing down to dealership or both in concert. This is my personal opinion.