Disgusting Customer Service
I am writing this review with no hope that customer service does exist at FORD after my encounter at Action Ford Krugersdorp.
I bought a ford ranger XLT Double Cab in July and I was very excited for a very short period of time. A few days after taking delivery of the vehicle I regretted my decision to take sale with such a bad service dealership. The sales person who sold me the vehicle is Jaco. On the day of taking delivery of my vehicle I indicated the following discoveries to the sales : Car had side steps when it was advertised on their website and on the day I viewed the vehicle but there were no side steps now (He said that the previous owner came and asked for them- but they as a dealership had no decency to replace the ones they gave back to the previous owner), there was no spare key, Window chip and a faulty steering pump. What really annoyed me was the fact that the vehicle had steps when it was being sold to me but on delivery it has no steps, and the sales persons knew that the vehicle had a faulty steering pump but went ahead with the sale. The sales person said he would get everything sorted out but I would have to pay for the side steps. I then had the vehicle booked in to have all the concerns looked into. I made arrangements to book the car in for a day and would receive the car in the afternoon, upon requesting if I will be offered a loan car since its an inconvenience to myself and I was told that they couldn't loan me a vehicle because they are having an audit and no vehicle could leave the premises. So I was dropped off and picked up. Upon my return to pick up the vehicle after being told the vehicle was sorted I realised the incorrect side steps were fitted onto the vehicle, the vehicle's spare key was not done and the faulty steering rack was also not fixed. So my vehicle spent the whole day there, I was inconvenienced and nothing had been sorted out. I was really disrespected.
I was then asked to book the car again which I did and things just got worse on the day. The sales person indicated that the correct steps were there the day before the vehicle was booked in. On my arrival to drop off the vehicle I asked Jaco about all the problems that he needed to sort out and he acknowledged he was aware of and will be resolved. Still no loan vehicle was offered as I was told there is no cars to loan me so I was dropped off and picked up again. When I returned to collect my vehicle I noticed that they had removed the incorrect side steps they had fitted in the last time, but they were not replaced with the correct side steps ,Key was done and steering pump was still not resolved. This really made me even more unhappy, undermined and disrespected as a customer.
I refused to take my car home as I felt it was unsafe and I was not going to put my life and that of my family at risk. What is disturbing is that someone knew that there is a problem and did not rectify it even after being alerted and expected me to get into the same vehicle. I don't know if this is one of Ford's values that customer's are not respected and taken care of.
Despite the time wasted and the efforts to try and resolve the issue, this time I was refused a loan vehicle again. It was late and I was told the manager who authorizes the loan vehicle is not available which left me with no choice but to look for alternative transport. Having realised that this would not end well, as I did indicate that I will be taking the matter to the press, suddenly the workshop manager was roped in and offered a vehicle which heavily reeked of cigarette. My vehicle has been at Action Ford Krugersdorp since the 11th of October and no feed back was received from the sales person or the workshop manager. 1st communication was received yesterday 16th October informing me that the steering wheel pump had been replaced and a driver will bring my car to me as they don't want any trouble again. No side steps fitted.With this being said I felt like I was being chased away as a customer and my rights violated as well because I did not give anyone any consent to drive my car after repairs and I also need to make sure that all is in order at the dealerships premises. Despite being told that the vehicle will be delivered to me, it hasn't been delivered. The Customer service here is appalling, they give FORD such a bad name and reputation.
I TRUST THAT THIS ISSUE WILL RECEIVE THE NECESSARY ATTENTION.