Customer Service

Mowdit · 02-05-2016, 10:36 AM

Good or Bad ?

Am sure we've all had some of each !

Would be great to hear some good stories about the brand and dealership

EBSXR6 · 02-05-2016, 11:09 AM

I have had good and bad at the same dealership depending on who I was dealing with. Bob in the Service department at Strapp Ford was excellent went above and beyond.
One day when I took my car for Service Bob was away, I dealt with another person and he tried to flog me all this extra crap.

flightstrike · 02-05-2016, 11:20 AM

I decided to change to Nuford Ford (Perth) for my servicing recently.

Even the phone call making the booking was a friendlier experience than where I used to go. The service manager had a friendly attitude and did not hesitate when I asked for things to be looked at under warranty (which were recitified).

I'll be using them from now on.

Complete change of attitude compared to the other one I've used. They were basically pushing me out the door when it came to a rather significant issue. All the while repeating like a parrot that "your warrantys expired, we don't care". It hadn't expired and after a long fight with Ford CRC, I got the issue fixed.

NTF6 · 02-05-2016, 12:09 PM

Quote:

Originally Posted by flightstrike

I decided to change to Nuford Ford (Perth) for my servicing recently.

Even the phone call making the booking was a friendlier experience than where I used to go. The service manager had a friendly attitude and did not hesitate when I asked for things to be looked at under warranty (which were recitified).

I'll be using them from now on.

Complete change of attitude compared to the other one I've used. They were basically pushing me out the door when it came to a rather significant issue. All the while repeating like a parrot that "your warrantys expired, we don't care". It hadn't expired and after a long fight with Ford CRC, I got the issue fixed.

Let me guess, Lynford?

**Rallye Sport** · 02-05-2016, 12:22 PM

Had a shocker a while back, went to get some details about the new Focus RS, granted I was in my old BA wagon, dressed in flano and boardies but hey thats me. The bloke just dismissed me and said I'd have to wait until they arrived and walked back to his mates at the water cooler. A week or so later I tried an experiment, a bit better dressed I went back and parked the old RS across two bays right at the door. They all came out like angry ants from a nest and were ready to sign me up with a pre-order... We ended up with a XR5 mondeo for the missus, a bit more practical and no wait time. Certainly not from that dealer though...

**Rallye Sport** · 02-05-2016, 12:25 PM

Oh and I notice the girl in the blue dress is back on the tele calling the Ranger a 'truck' again...

Tassie f100 · 02-05-2016, 12:32 PM

Iv'e had dealings with the Hyundai dealer in Tassie.Wife bought a new I30 5 years or so ago.Salesman was pretty good without being too pushy.Bling girl as usual tried to sell extras that weren't needed or wanted but wasn't too pushy.When the trans had to have a valve body recall done she was offered either a car or a ride home 25kms.Only problem was after a service I had to remove a wheel for some reason.Needed a breaker bar and had to stand on it 100kg to loosen nuts.No way would SWMBO ever changed a wheel with the ****y little excuse for a wheel spanner that comes standard.Spoke to service manager who said that shoudn't have happened because their rattlers are checked regularly.Therein is the problem,wheel nuts should be finished manually not with an unreliable rattle gun

poppa smurf · 02-05-2016, 12:37 PM

what service........I've never received anything that could be jokingly called "service" from Ford, despite buying the wife's 2 new cars from them. (slow learner, no more, next will be something different).

**Grunter** · 02-05-2016, 02:40 PM

I used to get good customer service from Bryan Byrt Ford and not to bad from Metro Ford back in the day.

Today, I get similar service or better from Jeep Albion and excellent service from VW for the work cars/utes.

kazawaki · 02-05-2016, 03:06 PM

Rex Gorrell rubbish

Trump · 02-05-2016, 03:15 PM

Quote:

Originally Posted by kazawaki

Rex Gorrell rubbish

Which of their brands? I'm tossing up whether I use their Nissan outfit to service the X-Trail.

Paull · 02-05-2016, 03:47 PM

One new Ford - absolutely woeful, purchasing and service, never again!!! One new Kia Sorento - fantastic experience all round. Two new Toyota's - you simply could not ask for better, both purchasing and service.

Sabantien · 02-05-2016, 04:19 PM

From a dealership? Metro Ford in Brissie have been okay with me.
The service charge was right at the cap, but I expected that. They only fixed what I authorised and didn't manufacture any problems. The guy I spoke to actually seemed surprised there was nothing to fault. (boot struts, and rear bushes, but I knew about those)

I've gotten prices on parts from them too. GPS remote was insanely expensive, but when I asked about tyres, the guys got back to me with a bunch of options, and the prices were on par, or better, than I was finding elsewhere.

Went to the parts warehouse at Eagle Farm to grab a door seal, and the lady on the front counter was super helpful, if unknowledgeable. The guy working there who could help was on the phone to a mate and refused to actually get off the phone for 2 minutes to help. We eventually found the right part.

snopony · 02-05-2016, 05:39 PM

Not from a dealership, but my pet hate walking into any shop... is getting the "are you right there??" what even does that mean.

Yellow_Festiva · 02-05-2016, 05:57 PM

Quote:

Originally Posted by snopony

Not from a dealership, but my pet hate walking into any shop... is getting the "are you right there??" what even does that mean.

That you look sus and the shop workers are showing that they see you in the store.

When I was in retail if we suspected a person was going to shop lift we were told to approach them and offer them a basket.

.:4:. · 02-05-2016, 06:12 PM

Back in 2011 when I snapped the tailshaft in my 08 ghia, I had a hell of a time getting a tilt tray to pick the car up at the time because in the first 4 calls the toweys said it doesn't happen to falcons, it's a uni. No it wasn't, 3 inches back from the gearbox it was snapped, and the shaft was on the ground. When it finally got picked up by a surprised tilt tray driver, the calls to ford started. Same response.. it wasn't an effing uni. Anyways ford in parramatta said they'd have a look at it, so I got it taken to them. 3 days later I picked it up, looked at the parts and labour $1800... total owing $0. Happy days. The car was out of warrenty, but the service manager came up to me and said this doesn't happen to a standard 6 cylinder, and left. I thought they were pretty quick on the repair and the price was reasonable...

ltd · 02-05-2016, 06:55 PM

Quote:

Originally Posted by .:4:.

Back in 2011 when I snapped the tailshaft in my 08 ghia, I had a hell of a time getting a tilt tray to pick the car up at the time because in the first 4 calls the toweys said it doesn't happen to falcons, it's a uni. No it wasn't, 3 inches back from the gearbox it was snapped, and the shaft was on the ground. When it finally got picked up by a surprised tilt tray driver, the calls to ford started. Same response.. it wasn't an effing uni. Anyways ford in parramatta said they'd have a look at it, so I got it taken to them. 3 days later I picked it up, looked at the parts and labour $1800... total owing $0. Happy days. The car was out of warrenty, but the service manager came up to me and said this doesn't happen to a standard 6 cylinder, and left. I thought they were pretty quick on the repair and the price was reasonable...

Good old Thomson Ford.
Those guys are fantastic and I can't speak highly enough of them.
The service manager Chris is brilliant, and the advisors like Mario really make an effort to keep you happy. I had diff bushes done on a G6 turbo - out of warranty. They gave me a loan car for 2 days, a coffee and the total price, $660.00 including GST. The car was 2 years out of warranty but they managed to get ford to pay for part of it.
Take all the cars there and they now do tyres too.

Adamz Ghia · 02-05-2016, 07:03 PM

Quote:

Originally Posted by Loud_Noises

Which of their brands? I'm tossing up whether I use their Nissan outfit to service the X-Trail.

For what it's worth I've bought through Rex Gorell Ford as has my mum and we have no complaints. They were terrible years ago but these days we can't fault them.

Yellow_Festiva · 02-05-2016, 07:46 PM

Quote:

Originally Posted by ltd

Good old Thomson Ford.
Those guys are fantastic and I can't speak highly enough of them.
The service manager Chris is brilliant, and the advisors like Mario really make an effort to keep you happy. I had diff bushes done on a G6 turbo - out of warranty. They gave me a loan car for 2 days, a coffee and the total price, $660.00 including GST. The car was 2 years out of warranty but they managed to get ford to pay for part of it.
Take all the cars there and they now do tyres too.

It's a shame I didn't get that level of satisfaction from them. Quite the opposite actually. They almost went out of their way to stuff up each and every interaction I had with them from buying off their used car lot to 'service' and warranty work.

A nightmare to deal with in my experiences.

**Mont5.0** · 02-05-2016, 07:54 PM

Quote:

Originally Posted by ltd

Good old Thomson Ford.
Those guys are fantastic and I can't speak highly enough of them.
The service manager Chris is brilliant, and the advisors like Mario really make an effort to keep you happy. I had diff bushes done on a G6 turbo - out of warranty. They gave me a loan car for 2 days, a coffee and the total price, $660.00 including GST. The car was 2 years out of warranty but they managed to get ford to pay for part of it.
Take all the cars there and they now do tyres too.

Another vote for Thompson Ford.
Back when BA was new, rear diff bush gave way after 40k. Took to 3 other dealerships "couldnt hear the clunk".
(Obviously fairly common issue these days)

Thompson ford replaced entire diff cradle and supplied Territory courtesy car.

Would defiantly recommend them.

FPV GTHO · 02-05-2016, 08:02 PM

Quote:

Originally Posted by Yellow_Festiva

That you look sus and the shop workers are showing that they see you in the store.

When I was in retail if we suspected a person was going to shop lift we were told to approach them and offer them a basket.

That's beside the point, asking some if they're "right" is disrespectful. If you're in a service industry you ask "how can I help you"

flightstrike · 02-05-2016, 10:00 PM

Quote:

Originally Posted by NTF6

Let me guess, Lynford?

How'd you guess?

Yellow_Festiva · 02-05-2016, 10:51 PM

Quote:

Originally Posted by FPV GTHO

That's beside the point, asking some if they're "right" is disrespectful. If you're in a service industry you ask "how can I help you"

True.... You're right.

Adamz Ghia · 02-05-2016, 11:33 PM

Quote:

Originally Posted by FPV GTHO

That's beside the point, asking some if they're "right" is disrespectful. If you're in a service industry you ask "how can I help you"

I have to respectfully disagree with you on that. There's ways to approach a customer and asking someone 'You right?' or 'Are you right?' is fine in my opinion, as long as they ask in a polite fashion and provide propper assistance. Especially since in my 11 years in retail 9 times out of 10 if a customer didn't require assistance they would say 'I'm right thanks.'.

Franco Cozzo · 02-05-2016, 11:54 PM

Quote:

Originally Posted by Loud_Noises

Which of their brands? I'm tossing up whether I use their Nissan outfit to service the X-Trail.

I use the whole group but I only use their trade parts divisions, my experience with this part of the group has been fantastic.

Trump · 03-05-2016, 12:20 AM

Quote:

Originally Posted by Big Damo

I use the whole group but I only use their trade parts divisions, my experience with this part of the group has been fantastic.

Well that's good to know.

Pepscobra · 03-05-2016, 12:41 AM

If in Perth, McInerny Ford in Morley is the best place to go for buying and servicing your Ford.
The service manager (Dan K) is just an awesome guy who loves his cars. Our family have been going there for years.

NX74205 · 03-05-2016, 05:05 PM

Quote:

Originally Posted by Pepscobra

If in Perth, McInerny Ford in Morley is the best place to go for buying and servicing your Ford.
The service manager (Dan K) is just an awesome guy who loves his cars. Our family have been going there for years.

I second that. I've been taking my Fairmont there pretty much ever since I bought it, and before that, my EA was also serviced there. I've been a customer there since 2004 and they haven't given me a reason to go elsewhere.

I live south of the river. Going to McInerney Ford is a good 30 minute drive away, but I think it's worth it.

Their sales team are pretty awesome too!

**GasoLane** · 03-05-2016, 06:24 PM

Quote:

Originally Posted by Rallye Sport

Oh and I notice the girl in the blue dress is back on the tele calling the Ranger a 'truck' again...

Could be because that's what Ford call it and it's in the lines she has to read.

Tassie f100 · 03-05-2016, 07:21 PM

Quote:

Originally Posted by GasOLane

Could be because that's what Ford call it and it's in the lines she has to read.

So what is she supposed to call it.A ute or tilly or a backie?