Poor Service delivery

Good day,

I want to log a formal complaint at ford SA regarding service delivery.

The ford/ Mazda dealership in Secunda ‘Eastvaal Motors Ford Secunda” service delivery seem to be deteriorating overtime, to such an extent that the experience is totally unpleasing.

On 29 July if call the dealership to book a appointment for my ranger. Is was put through to the service dept. and the call was dropped. I phoned again only to hear the person that does the booking is not available. She did phone me back after some time and the appointment was set for 31 July 2019.

Upon arrival at 07:30 the receiving ladies told me they will assist me shortly, and whilst I am standing in the service reception, everyone was in the service managers office chatting on their private matters and not assisting clients (me). Only when I raised my concern they told me apparently is my service booking for the next day (meaning they was already a communication issue). The they proceeded with the paperwork and the inspection and booked the ranger in to the service bay in any case. I asked requested that I need to be dropped off asap seeing that I have urgent matters at work.

When we made the booking I ask specifically that if they will be able to drop me off at my home which is about 7 km away from the dealership and confirmed they will do so, than I would still be able to go to work in my second car.

At 07:45 the car was booked in and I am waiting upon the transport arranged. Two other ladies also requested to be dropped off and they were also complaining where the transport service is. The excuse was they cannot find the driver or he does not answer his phone.

At 08:20 I asked to speak to the dealer principal Gareth Pieterse to remove my car from the service bay seeing that I could not wait longer for improper communication and organising s****s just for someone to drop me off 7km form the dealer, If i started walking 07:45 I could have made I home by 08:20.

Not once did any person follow up on my concern and given feedback of any sort on then the driver will be available or what time can we expect to be dropped off!

This is a good example of bad customer service, poor communication and a just do not care attitude.

So now I must spend more money on fuel and take time off from work to service my car at another dealership! This also rises another concern, the ranger is currently on 74985km reading and If I travel to another which is 150km away then I might void the service agreement ( please advise on this concern!)

Some history on my experience at this dealer.

We accrued a new Mazda 2 for this dealer and the deal was signed and delivered in record time…! however when the car was booked in for the first service the service reception was not friendly and clueless. The person made me walk to my car and back several times to inquire information on the car, only after I again raised a concern she stood up with her clip board and came to the car to fill in the needed info.

So it seems as if a person wants to spend his money on a vehicle they are glad to take the money……but to deliver on the contractual agreements when it comes to rendering a service they are seriously dragging their feet.

I need feedback regarding the km issue on the ranger? Cause I need to travel at least 150km to the dealers in the city?

Or will we try again and I can actually get service with a smile?