I was supposed to have collected a new Ford Car today (Wednesday); I made all my arrangements, sorted documents, the final bits of finance and left work early. The dealership called me and said that Ford would not be delivering the car at all that day and had no idea when they would. The terrible thing is that I live in South Woodham Ferrers in Essex, which is 25 odd miles from Dagenham where the car has been for the last two weeks.
I tried to speak to them to get the issue sorted, the Ford Customer Service people were next to useless; they opened a case and said that they would come back withing 24 hours. This was clearly stupid because the issue needed to be sorted because after all I had made the necessary arrangements as a customer. Frankly, they don't care and the dealer told me so. This is evidenced by the total lack of concern and the lack of proactive contact (I also contacted the Dagenham plant and was promised a call back, guess what.....).
I have a long-standing relationship with Ford but having now had experience of their customer service (or lack of it!), I can't see the relationship lasting beyond this car. I would actually like to give it up as a bad job, given the experience today but don't think cancellation will be at all easy.
I was supposed to have collected a new Ford Car today (Wednesday); I made all my arrangements, sorted documents, the final bits of finance and left work early. The dealership called me and said that Ford would not be delivering the car at all that day and had no idea when they would. The terrible thing is that I live in South Woodham Ferrers in Essex, which is 25 odd miles from Dagenham where the car has been for the last two weeks.
I tried to speak to them to get the issue sorted, the Ford Customer Service people were next to useless; they opened a case and said that they would come back withing 24 hours. This was clearly stupid because the issue needed to be sorted because after all I had made the necessary arrangements as a customer. Frankly, they don't care and the dealer told me so. This is evidenced by the total lack of concern and the lack of proactive contact (I also contacted the Dagenham plant and was promised a call back, guess what.....).
I have a long-standing relationship with Ford but having now had experience of their customer service (or lack of it!), I can't see the relationship lasting beyond this car. I would actually like to give it up as a bad job, given the experience today but don't think cancellation will be at all easy.
Has anybody else experience similar issues?
- John M., Chelmsford, UK