Edster
Active Member
- Thread starter
- #1
Hi Folks,
Just wondering if my experience of their Cumbernauld Road branch is similar to others who have used them. Buying the car was great. The sales team from start to finish were excellent. I found them to be professional and was at all times impressed by them.
On the day I collected the car (mid/late June) I noticed the bonnet was misaligned, the boot misaligned and a stone chip on the rear n/s wheel arch. Harry, the salesman, booked the car into the body shop for the following Saturday for it to be assessed and thereafter booked in for repair or as I say brought up to the standard to which it should have been supplied.
So I turn up to the body shop as arranged to be met with "are you booked in?" "what's the problem?". I explain everything and an employee takes a couple of pics and says Ford will approve that no bother and he'll call in a week to arrange the booking after he's contacted Ford. I'm confused as to why this is being treated as a warranty claim. In my opinion this should have been dealt with at the PDI.
Fast forward 2 months and the body shop are not contacting me despite repeated requests. Only when I completed the customer survey and marked after sales service as poor did things finally to move. Ford contacted the branch and whatever was said got them moving.
I spoke directly with the body shop manager and explained the issues.
He books the car in then asks me to sort out who is repairing the stone chip. Why am I supposed to deal with this? I relay this to the sales manager. After all they're the same company and are located across the road from each other. Surely it's their job to sort out things like this?
Today I arrived at the body shop to be greeted with "are you booked in?", "what's the problem?", "is it a warranty repair?". I tell them the car was booked after I had spoken to the manager. They then said they would get someone to look at it with me. Guess what, it's the same guy who looked at it 2 months ago and now says he can't remember!
I leave it with them and go to speak to the salesman to ensure the stone chip is repaired. I leave him to it. My dash cam captures the repair and to be fair to them the mechanic starts pretty soon after I leave and gets on with it. He does the job and parks my car back where I left it. Finally a 10/10! A big thank you to the mechanic! My car is left for 3 hours before someone calls to say it's ready for collection.
As soon I arrive (15 quid in a taxi!!!) I see the stone chip hasn't been repaired. I ask what's happening regarding it to be told "someone has to pay for it". I politely point out it won't be me and the car shouldn't have been supplied damaged. He replies he's going to call Harry and it'll be the body shop who has to repair it. He'll call me. Heard that one before!
I'll call Harry tomorrow. Part of me feels sorry for the sales team they no doubt get all the flack from poor after sales service from the body shop.
If you got to the end of this sorry tale well done!
Just wondering if my experience of their Cumbernauld Road branch is similar to others who have used them. Buying the car was great. The sales team from start to finish were excellent. I found them to be professional and was at all times impressed by them.
On the day I collected the car (mid/late June) I noticed the bonnet was misaligned, the boot misaligned and a stone chip on the rear n/s wheel arch. Harry, the salesman, booked the car into the body shop for the following Saturday for it to be assessed and thereafter booked in for repair or as I say brought up to the standard to which it should have been supplied.
So I turn up to the body shop as arranged to be met with "are you booked in?" "what's the problem?". I explain everything and an employee takes a couple of pics and says Ford will approve that no bother and he'll call in a week to arrange the booking after he's contacted Ford. I'm confused as to why this is being treated as a warranty claim. In my opinion this should have been dealt with at the PDI.
Fast forward 2 months and the body shop are not contacting me despite repeated requests. Only when I completed the customer survey and marked after sales service as poor did things finally to move. Ford contacted the branch and whatever was said got them moving.
I spoke directly with the body shop manager and explained the issues.
He books the car in then asks me to sort out who is repairing the stone chip. Why am I supposed to deal with this? I relay this to the sales manager. After all they're the same company and are located across the road from each other. Surely it's their job to sort out things like this?
Today I arrived at the body shop to be greeted with "are you booked in?", "what's the problem?", "is it a warranty repair?". I tell them the car was booked after I had spoken to the manager. They then said they would get someone to look at it with me. Guess what, it's the same guy who looked at it 2 months ago and now says he can't remember!
I leave it with them and go to speak to the salesman to ensure the stone chip is repaired. I leave him to it. My dash cam captures the repair and to be fair to them the mechanic starts pretty soon after I leave and gets on with it. He does the job and parks my car back where I left it. Finally a 10/10! A big thank you to the mechanic! My car is left for 3 hours before someone calls to say it's ready for collection.
As soon I arrive (15 quid in a taxi!!!) I see the stone chip hasn't been repaired. I ask what's happening regarding it to be told "someone has to pay for it". I politely point out it won't be me and the car shouldn't have been supplied damaged. He replies he's going to call Harry and it'll be the body shop who has to repair it. He'll call me. Heard that one before!
I'll call Harry tomorrow. Part of me feels sorry for the sales team they no doubt get all the flack from poor after sales service from the body shop.
If you got to the end of this sorry tale well done!
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