Is there anyone there?

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Unbelievablyunhappycustomer's review of Ford Dees of Wimbledon


“Is there anyone there?”

Written on: 25/09/2020 by Unbelievablyunhappycustomer (1 review written)

My brand-new ford focus developed a fault in that the screen on the dashboard which gives access to the satnav, phone, audio etc stopped working. It was booked into Dees on a Monday. By Wednesday I had heard nothing so rang and got the answer phone. The recorded message said that if I left my details somebody would call back. They didn’t. By Thursday I had still heard nothing so rang and was told that one of the technicians was isolating due to COVID-19 and nobody had looked at my car. I pointed out that I should have been kept up-to-date with the situation. The following Tuesday I rang again and spoke to somebody who said he would look into the situation and call me back. I never received a call. The following Monday I went to the garage as I felt that since phone calls were being ignored I needed to speak to somebody face-to-face. I was told the problem was That there was no fault with my car and if I took the key and switched the ignition on I would see that. I asked the receptionist telling me this to go and switch the ignition on, which she did and returned to say that the screen did not work. The manager of the service department came to speak to me and named the individual who had not returned my calls. I found this totally unprofessional as being in a managerial position myself I would never name a member of my staff in this sort of situation. I was now two weeks down the line from leaving my car at the dealers and no further forward. This is a company vehicle and my employers had now got involved to ask what an earth was happening. It was agreed that a new part would be ordered and I would be contacted when the work was finished. I was absolutely amazed to receive a telephone call two days later saying that my car was ready as previously I had been led to believe that the dealers telephones could only receive incoming calls as they seemed incapable of ringing anybody back. I will never use this particular dealer again and I would warn anybody against taking their vehicle to them. They are inefficient, rude and incapable of keeping customers informed as to what is happening with their vehicles

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