David M

Disorganised customer service & booking

I made an appointment at TrustFord Kingston for a recall repair and was asked to wait 2 days for them to get the part. It was claimed to be a 10 minute fix while you wait, no booking time needed. I telephoned on the day of booking to ask if the part was available and was told to bring car in. When I arrived, no part was available. I was told it was a big recall and so there would be a long wait and/or I should have been there at 8am so the part (?what part) was probably allocated to another car. (Choose which excuse you wish! - whatever, it was not their problem). One customer service person checked and said it would be 2 weeks, another said would be 2 months. I understand delay due to demand but I don't understand the attitude of this customer service unit. Unfortunately this is not the first time the Thames Ditton outlet has messed up my appointments. Why do I go there? I don't anymore.