ACTION FORD ROODEPOORT - Where customer service doesn't exist

On the 06/05/2019 I took delivery of a Cross Polo which my mother(Cecilia Morris) bought from your salesman Andre.

I am not usually one to complain but being in the same industry I feel it’s necessary. After being a vehicle sales executive in my past for Eagle Ford and now representing Toyota South Africa as an Express Service Implementation Consultant, I am disappointed in the service I received so far. The below points will illustrate why.

- Vehicle was delivered without fuel, I had to follow the Salesman to the filling station. The deal was finalized Friday afternoon already with contract drawn and insurance confirmation sent Friday by 4pm. That’s simply lazy and inconvenient to the client. Keep in mind my mother paid full asking price and full ORC and Delivery costs.

- The service book was locked away and I had to return to the dealership to collect it at 15h00. Why wasn’t it ready at the time of delivery?

- I was told the vehicle has spare keys, when I went to fetch the service books I expected to receive my spare key. Andre told me the previous owner still needs to bring it in. Its more than a week and I haven’t heard anything regarding my spare key.

- In the afternoon when I came to fetch the service book, I told Andre the right mirror is damaged which I didn’t notice upon delivery as no real handover took place, I was given the car key and told to follow him to the filling station. Andre then showed me on his recon sheet the mirror was meant to be done before handover but he couldn’t tell me why it wasn’t done. I’m also still waiting for feedback regarding the mirror.

- I returned to the dealership yesterday 14/05/2019 to see Andre who was not in the office due to being on training or writing a test. A colleague of his said he should be back by 15h30. I then asked for his cell number so I can msg him as I haven’t received a single call with any feedback regarding the spare key and the right side mirror.

- I msg’d Andre asking him in a detailed msg for feedback. His response – “ Not at the office. On training. Will call in Morning” …… It is now 16/05/2019 and I still haven’t received a call or a msg. No feedback whatsoever. - I’m still waiting for my license disc, some feedback as to when it will be ready will be appreciated.

- Vehicle headlights are missing rubber covers at the back where main globes are changed. This now causes the headlights to mist up and get water in when driving in rain or washing the vehicle.

I hope the training he attended was to help him better his After Sale Service S****s. If not I recommend he attends a back to basics course on communicating with his clients after the sale has taken place.

I personally will not refer clients to him in future, and likely not to your dealership as this is not only a poor service delivery from Andre but also reflects a negative image of the Dealership, as it naturally would.

At this moment it seems as the client, I was only important to contact to secure the deal, but not important enough to be kept in communication regarding my concerns after the deal was concluded…

I have CC’d my insurance broker in this email, as I have my vehicle insured with no current damages(Right Side Mirror) and with Spare keys.

I would like to have some feedback as to when these concerns will be resolved.

Regards