Ford Imperial Paarden Island

Having worked for a major German automotive company I know that customer service is arguably a company's most valuable asset. As well as the level of Service that should be provided by a dealership, in addition to the inner workings of Service departments.

After considering where to take my car for a service, reading some of the Google reviews and seeing a few good friends name displayed with sterling remarks I booked my car in at Imperial. I arrived on Friday 29 October at 06:30 to ensure that I was first in line, which I was. I listed three things that required attention on my vehicle (engine timing, aircon regas and rear brake light replacement) and made every attempt to treat the Service Advisor well, as I know, from previous work experience, that the Service team often get a hard time from unreasonable people. I asked for a rough estimate of when the car would be ready – 15:00 was the answer. Following this, I was kindly dropped off at work. I received a call at 11:57 saying that a Technician had only then been assigned to my car meaning no work had been done in +5 hours. At 15:20 I received a call from the Advisor saying that she would phone me at 15:00 to give me an update, I told her it was nearly half past and she would phone back in 5 minutes. I heard nothing back and I phoned at 16:00 and was told that the car would be ready at 16:30. No pickup occurred - I made my way to the dealership paying for an Uber and was told that the car was still not ready at 16:30. At 17:00 I got the car and was told that they would need more time on the vehicle – perhaps a day or two as they did not get around to completing the work as there was a backlog of cars from the day before. My current work requires me to travel on a daily basis and was told that they do not have a courtesy car available. The Advisor told me she would call me on Monday and update me (which she did not) and if I didn’t hear from her that I must just call or mail her because she is busy.

I then received a follow up on Tuesday call asking if I was happy with the Service I received, I explained the situation above and was told to expect a follow-up call that day – that did not happen either.

Given that my wife and I both have Ford’s, this is a remarkable display of how not to treat customers that are brand loyal.

I am still waiting for a call from the Dealership and for the work on my car to be finished. The fact that I was told to contact the Advisor because she is too busy to contact me to finish what should have been done in one day in the first place is downright ridiculous. Please sort this out.