Poor Poor Service

Good Day

Initially when I brought my bakkie to Ford Halfway Kuilsriver branch I was very pleased with the professional, prompt service I received. I was constantly kept in the loop, always receiving calls to give me an update.This was mainly due to the lady who was service manager last year, but she had to relocate back to Durban/Gauteng I think. My recent experiences with the branch have been poor, especially when it comes to keeping customers in the loop, and having a sense of urgency when it comes to resolving issues. The past two occasions when I took my bakkie I had to consistently call the service manager, Ridwaan, to find out what is happening with my bakkie. The most recent experience was when I wanted to replace my turbo, I left numerous messages, and called a few times every day asking him to contact me because I was without transport for almost 2 weeks. He didn’t call me ones. I had to contact the insurance company myself numerous times to resolve the issue. Granted the insurance company was also to blame, however there’s just no attempt to take ownership and accountability from the service manager to resolve issues. I have to constantly run after him, and eventually after no returned calls from him, I decided to leave work early and drive through personally to the branch to get feedback on my bakkie. What poor service! Things tend to get done when I speak to Clinton, who I think is the branch manager. Yet after all this, I didn’t want to lay a formal complaint, being tolerant, giving Ridwaan chance after chance to redeem himself. After the inspection was done on the turbo, I opted to not replace it then, and continue driving with my current one. I was then told to collect the bakkie on the Friday (about 2 weeks ago), however when I called to confirm I’m coming through, I was told that something broke off and oil was leaking badly. Ridwaan then said that they have to call an engineer, and that they can only get there 16:00 the Friday afternoon. I then said fine, and asked if the staff WHO BROKE IT will have it fixed the same day, or at least the Saturday. He then said that they don’t want to work the Saturday. Again, I was patient, and didn’t complain, and said I will come the Monday. BUT NOW I’VE HAD IT! My bakkie is leaking oil, my drive way is littered with oil marks, and this is an issue that I never had since I bought the bakkie!!!!! I’m tired of the poor, pathetic commitment to service that I get from this branch. Please come and fix what your team have broken! I’ve never had to run after feedback this much in my life. After this I will never bring my bakkie to this branch again!

Regards Craig Pillay Cell : **********