April

terrible customer service over the phone

This is my closest Ford Dealership and I naively expected great service from such a big company...I was completely wrong!! I rung up to book the appointment and was told the soonest they could do was in 2 weeks, so I booked it in for a Friday in 2 weeks time. I drove the car down on the Thursday evening before the appointment to make sure they had the car as early as possible for Friday. I waited until 13.45 on the Friday until I rang for the first time, I was rudely told by a receptionist called Sue that all the mechanics were on lunch and to call back later. So I called back at 14.30 and spoke to the same rude receptionist, this time I was told they hadn't even looked at the car yet. She then very rapidly hung up. My husband then rung up later that day and was told it had to stay there overnight and someone would call the next day (Saturday) after it had been looked at. Bare in mind they only had to plug it in and see what the fault was. So, my husband rung back again on Saturday and spoke to the very rude Sue, she told him someone would call and hung up on him whilst he was in mid conversation. By now we are both extremely upset with the service. A mechanic did finally ring my husband at 13.30 and fed him some line about having another number which he was trying (the other number was my mobile number and I had 0 calls from them). When my husband pointed this fact out to the mechanic he just owned up and said fair enough. He said we can pick the car up but they close in 30 mins (even though the website states they close at 17.00 not 14.00). We couldn't get in there in time so had to leave the car until Monday morning. So, in turn we booked the car in for an appointment on Friday for something which would have been very quick and ended up losing our car for 3 days. I must add, when I walked in to pick the car up, I was greeted by a lovely receptionist who quickly pointed my in the right direction where I was helped by a lovely man. Before I could explain the ordeal we had been through he explained there will be no charge for the plug in they had done. I was blown away by the difference in customer service, if only you could train all your staff to treat customers like that!! All in all I will not be using this Ford dealership again!!!