Stephanie S

Poor QC and after care service

Great service when ordering, terrible aftercare. I ordered my Mustang through Jon Dallas whom was extremely helpful and made the whole experience of buying a brand new car wonderful. However when collected I noticed my car had deep tears in the leather in the center console, even after being checked by their workshop and by Jon himself. I had to have an entirely new console fitted a few months later after the part had been ordered in from the US. After 2 months of having the car, I went on holiday to the US and hired a Mustang. I noticed there was a silver plaque in front of the passenger inset into the dashboard. I came back to mine and found the area where this should have been to be empty. I emailed and after a few days I had a response - Jon confirmed this part had been missed off mine. They got the issues sorted for me, however I feel the whole experience of buying a new car has been ruined. The Wolverhampton Ford dealership and workshop quality department entirely missed two problems with my brand new car - despite it coming in for repair the first time they still didn't notice the dashboard plate missing! Although the car has been collected from my workplace in Walsall each time and also being offered a hire car (as you would expect) I can't help feeling disheartened and I have lost all trust in the dealership. I emailed Jon with my comments also asking for some compensation and I suggested 2 free services (I was open to other options) - to which he couldn't understand why I was complaining and was "confused." I quote "Also regarding the badge on the interior it was not noticed for over 5 months" and, over the phone "In all fairness we don't have orders for Mustang's that often." My response was how was I supposed to know about the badge - this was my first Mustang. He told me if I wanted to pursue this further I should contact Ford Customer Services or his manager Lee Hall. I replied straight away and asked for a call from Jon and Lee. I called twice before Christmas to be told Jon wasn't at his desk. I have now been waiting for a call from Lee since the 18th of December. I have chased Jon by email twice and had no response. To conclude, Jon Dallas at the Wolverhampton Ford dealership was great to start with - it's a shame their after sales care is non-existent, not to mention the manager not interested in sorting this out. I have lost all faith in the dealership and certainly won't be returning. My advice, be careful if ordering a Mustang from Wolverhampton Ford - I find it comical that a Ford dealership selling Mustang's isn't aware of the car's parts and expected quality.