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Ford Customer Service

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13 Reviews
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      27.01.2014 12:36

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      Keep well away from MACRAE AND DICK

      I took my car into Perth Branch of Macrae and Dick for a simple Service,I had an MOT the week before and they told me my Front Discs were worn below the Limit and therefore I had to pay 131 pounds for new Discs,which I found strange as it had an MOT the week before and passed no problem,So Alarm bells started to ring so I asked for the used discs off my car to have them checked and the manager George Smart became Hostile,I asked for my keys to my car to get the Discs check out and was told NO till I paid the bill which in reality I didn't owe them,I had the Discs checked and found that they were 21.5 ml they told me that it was 21ml was Legal limit but on the Discs it says Legal Limit is 20ml why did the so called professionals pick this up unless they are doing this to everyone telling them there discs are at legal limit ASK FOR ALL PARTS THEY TAKE OFF YOUR CAR AND HAVE THEM CHECKED.
      They were rude and very Arrogant to me in front of other customers when I questioned them about my Discs,
      Find a Garage you can TRUST.NOT MACRAE AND DICK

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      16.01.2013 14:15

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      I put my car in for service - it was done and the car was brought back BUT the whole thing was a drama!! Customer service is NOT part of their vocabulary but 'JOBSWORTH' is. No one was rude, they are very polite and reassuring about making you feel irrelevant and difficult. I could go on but I wont, I'll just say find somewhere else - GK Group Worksop Service?!? - I dont think so

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      30.04.2012 17:03

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      Avoid the Lookers Ford franchise at all costs. Once they have your details they will never leave you alone, texts, automated calls and telesales people calling both mobile and landline numbers.I used this franchise for many years while it was under the Dovercourt name including buying new and used cars from them. Since changing to Lookers the prices have escalated and I am now barraged with telesales as service time approaches for my two Ford cars.Yes I have asked them to stop calling, and no they haven't stopped. I will never deal with this company again!

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      17.04.2012 23:38

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      If you need an MOT, Dont bother with Ford. Dreadfull time.

      My car needed an MOT and I had noticed my local Ford had an offer for an MOT for £30.
      I phoned and booked my car in for the next day, they said it would be ready in under an hour. When I took my car, the person behind the desk could not find my details and said it was not booked in. I showed them the text I had recieved on my mobile to confirm the date and time of test, the guy was lost for words and told me that I would have to wait for the test.
      I had booked 2 hours off work, in total I had to wait 4 hours!!!! = 2 hours loss of pay !!!
      Very poor service, waiting area dirty and smelly, staff wandering about like zombies, no idea how to treat customers. I had to ask 7 times if my car was ready. The blank look on the guys face said it all.
      How does Ford make money with this level of service ??.
      Just a shocking experience, I will never use again.

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      02.09.2010 03:16

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      buy a chevy

      I purchased a new 2011 ford focus three weeks ago. I wish to god I
      hadn,t. The car is getting 11mpg in town and 16mpg on the highway the
      transmission won,t shift out of second gear and the air dosent work worth a darn. the mpg to empty has went down from429 a tank to
      339 per tank in three weeks. Ifound out it should be going up not down
      Iam writing this to i hope save some other poor soul from making the same mistake.So beware their are a lot better cars for your money than
      this p.o.s. so take heed from one has learned the hardway. In closing rember no matter how much lipstick you put on a pig its still a pig. Also
      make sure you checkout their service department ishould have. These guysahre like the three stooges.Ibelieve their motto is there is never time
      to do it right but alaways time to doit over

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      11.06.2010 13:15
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      So bad I am selling my car and getting a Honda. Or a horse.

      I bought a used 55 plate Ford Focus one year ago, and now I wish I hadn't bothered.
      A few months went by with no problem, but then I suddenly started breaking down as if I had just lost all my fuel; it would cut out and coast to a stop, sometimes starting again a few hours later, sometimes not.

      This is where Ford Service comes in.

      They took the car, read the recovery mechanics report, listened to my explanation of what happened, including the rather salient point (I thought) that the tank had run dry 2 days prior to the first incident.
      They ignored all this and just replaced the fuel pump, costing me £480.
      Inevitably, the car broke down again with the same symptoms. This time, they couldn't find a fault at all (apart from it not working) and told me to take it away again and bring it back if it died again. This I dutifully did. This time they had it for a whole week, using half a tank of my fuel, only to give it back saying they couldn't find fault.
      Two days later it went again, and a local garage recovery mechanic found an issue with the fuel pump relay/wiring. He advised me to say it could be the relay or the wiring at fault as he wasn't able to pinpoint the problem. Ford service just went ahead and replaced the relay without checking the wiring.

      Now, instead of accepting that this was the same problem they had failed to fix the first time, they told me it was a separate job and charged me £85 for the trouble. I argued that the car had the same symptoms they worked to fix before and was therefore the same job. No joy.

      Annoyed, but hopeful it was sorted this time, I went away with the car, my pregnant wife and 2 year old daughter to a wedding 600 miles away.
      Guess what happened? Anyway, the AA mechanic who came to us spent 3 hours diagnosing the fault, and his opinion was that it most likely a blockage in the fuel line or tank, since the car ran dry before and the pump is overworking like it is forcing fuel through a restriction. The car was eventually taken back to Ford with the AA report.

      I then got a phone call from Ford saying that their mechanic had a quick look at the car and he reckons it needs a new fuel pump, another £480. I laughed at them and reminded them they fitted that pump three months ago. I also asked why they were ignoring the AA mechanic report by not flushing the tank and fuel line. Their answer was, and I quote 'Petrol Fords almost never have blockages in the fuel system'.
      Yes, they are ignoring a 3 hour AA inspection and the fact the tank ran dry because 'Fords do not have this problem'.

      I was then told by their receptionist that if we were not willing to pay, we were to come and take the car away.
      At this point I am arranging to take the issue to Trading Standards as I just feel like they are squeezing me for every penny they can. Nearly £600 later and they may as well have just replaced my Magic Tree dangling off the rear view mirror, and they're asking me for more.

      Oh yes, there is also the fact that after over twenty calls to the Ford Service department, not once have I been put through to someone. I get an answer machine for 'Julie' who promises to call back if you leave your name and number. Julie never does. The ONLY time I have been spoken to was if I went out of my way to physically go there.

      Ford Service in my experience has been nothing short of pure, unadulterated horse manure.
      At least the car is nice to drive when it works.

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      14.10.2009 13:50
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      Wouldn't buy another ford if it was that last car on earth

      Below is a letter that I sent to Lookers Ford and also to Ford
      3rd July 2009
      1.
      Ref: Ford Mondeo

      Dear Sir/Madam
      I am just writing to make an official complaint about your service at Lookers Ford Sheffield the details are as follows:
      Tuesday 26th May 2009
      I dropped my car off at Lookers Ford, Savile Street, Sheffield with a clutch problem and was told that I would be contacted later to inform me of the progress, at approximately 4.30pm I phoned Lookers Ford myself and was told that work was starting on my car by the late shift and that I would be contacted the next day Weds 27th May.
      Weds 27th May 2009
      At approximately 2.00pm I again phoned Lookers Ford to enquire about the progress on my car and was told that the gear box had been removed and the fault was a faulty slave cylinder and that they were awaiting confirmation from Ford to carry out the repair as it was a warranty, and was told I would be contacted, I phoned again at 4.30pm and was told that they were still waiting to hear from Ford.
      Thursday 28th May 2009
      I phoned Lookers Ford at approximately 1.00pm to check on the progress and was told that there was still no response from Ford and Andy would chase it up for me and I explained that this was my work tool as I am a self employed Taxi driver and that it was costing me while the car was off the road to which replied that it was costing Lookers Ford as well as it my car was still on the ramp.
      said that he would email Ford again and get back to me; at 4.30 I phoned again and was told that Ford had not yet replied.
      Friday 29th May 2009
      I phoned Lookers Ford at about lunch time and again was told that ford had not got back to them and told that I would be Monday at the earliest that it would get repaired if ford got back to them.

      Monday 1st June 2009
      At about 9.30am I went down to Lookers Ford to see what was happening and told that there still was no response from Ford and he went into the back to check and came back and said no and that he would chase it up again to which I replied you have had my car for a week now and that I needed to speak to someone to make a complaint to which I was given a phone number for Ford CRL 08458411111. I phone them up immediately and spoke to a lady called and told her my situation and was told that it doesn't usually take that long to authorise repairs and that she would phone Lookers Ford to find out what was happening and asked me to hold the line after a few minutes they told me that she could not get hold of anybody at Lookers Ford and would keep trying. At about 3.30pm I called Ford CRL again and was told that they were still trying to get hold of Lookers Ford.
      Tuesday 2nd June 2009
      At about 9.30am I called Ford CRL again and was told that they had not succeeded in contacting Lookers Ford and that she would try again and get back to me. They phoned me to let me know that she had contacted Lookers Ford and was told that they were waiting for Ford to give the go ahead to carry out the repairs and that she would contact me when she had any further news At about 2.00pm I called Ford CRL and asked if they had heard anything and was told no and I said that this was getting beyond joke and that I needed this sorting out and was asked to hold the line while they tried to contact Ford after a few minutes she told me that she had spoke to Ford and was told that they were waiting for Lookers Ford to email them some photos and that she would get back to me.
      Wednesday 3rd June 2009
      At about 10am I was phoned by Ford CRL and told that Ford had received all the details that they required and that the slave cylinder had leaked all the over the gearbox and clutch and that the clutch plates were worn down and that I needed a new clutch plate,they said that the warranty would cover the slave cylinder but not the clutch as this was general wear and tear to which I replied that the car had only done 25000miles so how could clutch wear out in such a short time and that I had driven cars for 30years and never had to have a clutch before on cars which had done well over 100000miles. I said that this was now unacceptable and didn't see why I should have to pay for it as it was a fault with the slave cylinder and also Lookers Ford have had my car now for well over a week and cost me a lot of money in takings alone she said that was all that she could do and that I would be hearing from Lookers Ford.
      At about 11.30 I phoned Lookers Ford up and was told the same that I would have to pay for the clutch and I said that I was not happy about this and what they were telling me was that I would have to replace the clutch every 25000miles to which there was no reply and I said that I wasn't prepared to pay for the clutch and put the phone down.
      Thursday 4th June 2009
      At 9.30am I went down to Lookers Ford and spoke to and he explained to me again the situation that Ford would not pay for the clutch and I asked to see the manager went into the manager's office and came back after a few minutes and told me that I had to pay for the clutch and I said that I needed to speak with someone and was told that Ford CRL were the ones to speak to so I went outside and phone Ford CRL up and was told that because the car was 2nd hand and that the previous owner could have worn the clutch down to which I replied that they must have been sat on the clutch for that to happen, and she said that she was sorry but that was all she could do.
      I went back into Lookers Ford and said that I was not happy but would have to pay for the clutch as much as I didn't agree with it
      I asked when my car would be ready and was told later that day ,at approximately 4.30pm I got a phone call that as they were putting the car back together they had found a fault with the drive shaft and that it needed replacing but they couldn't get the part until the next morning but would try and have the car ready for lunch time.
      Fri 5th June 2009
      I received a phone call at approximately 11.00am that my car was ready but when they had put it back together there was a noise coming from the clutch/gearbox and if they did it now I would not have the car back this weekend but I could have it now and bring it in next week if I wished I said I would have it now as I needed to work this weekend and he said no problem.
      I collected my car at 1.30 pm from Lookers Ford and arranged to bring it in the following Tues .
      I went to work that night and at about 8pm the clutch went and I could only get 2nd and 4th gears I managed to get the car back home and I then phone the AA they arrived at about 9.30pm and said that it was the gear linkage cable that was loose and he refitted it and secured it due to this I lost between £60 -£80 in lost takings of which I will be seeking compensation for .
      Tues 9th June 2009
      I dropped my car off on Tuesday at 9,30am and picked it up on Wednesday 10th June at about 4.45pm and was told that a new flywheel had been put in ,personally I would have thought that one would have been put in when the clutch had been replaced .

      As you can see I am not at all happy with the service I have received and also the time it took to repair my car as you would agree this car is my work tool and if it does breakdown I need to have it repaired and back on the road asap because as a self employed person time is money and due to all these issues I have lost in access of £1000 and will be seeking legal advice.
      I accept that breakdowns will happen but If this is the standard procedure of warranty repairs of the Ford motor company I don't think that I will be purchasing another Ford car in the future.



      My car was recalled on the 28th Aug to change some components in the gearbox and they had it for a day I then noticed a noise from the gear box so called Lookers and they booked it in they had it for a day when I went to pick it up I was told that the gear box oil was low and I asked if there was a leak and the reply I got was no and when I asked why the gearbox oil was low Keeley said she didn't know. After a few days the gearbox started to make a noise again so I phone Lookers Ford and she said she would book it in for Tues 6th Oct and a technician would go out with me to access the noise, after we went for a drive round he said it was'nt and it sounded like it was a problem with the gearbox and that they would have to strip it down and I was advised not to drive the car so I left it with them and they said they would call me and keep me updated. I called Lookers at about 1.00pm weds as no one had called me and spoke to Keeley and she said that it was next to be seen to and she would phone me. Thurs 8th Oct I called at 10am and was told again that it was the next job at about 4pm called and told me that they were stripping it down and would call me at 10am Fri 9th Oct I was called at about 10.15am by and she told me that they had stripped it down and ordered the part which should be with them later that day and said she would call me to update me again .At 4.30 I called Lookers fors Ford and asked for and was told she had gone home so I asked to speak to some else to give me a update and was passed on to someone else who told me that the part had not come and would be here on Mon the 12th Oct.On Sat morning at 10 am approx I was called by someone who told the part had arrived and they would start on the car on Monday and she would update me on Monday morning.
      At 10 20am Monday they called me and told me that they were waiting for a part for the gear stick and that it would be there later that day and would call me and let me know the progress I am still waiting for that phone call this company as yet again cost me loss of earnings and I still don't know when I am getting my car back if this is the way that Ford and its dealerships treats it customers I don't think that I will buying another Ford!! And will not be recommending them to any one

      P.S I have still not received a reply to the complaint that I sent to Lookers Ford

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        18.08.2009 18:25
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        The reason I will not buy a Ford is poor customer service

        Replacing a car can be very stressful. The most difficult decision is 'what car' to buy. My husband and I decided that we would make a list of all the cars we fancy, visit the dealerships and then make a short-list. This review is intended to give you an idea of how we found the dealerships, in this case Ford, as potential buyers. How we were treated and what their service was like. We cannot comment on after-sale service as we have not experienced it yet (we are still in the process of whittling down our short-list).

        My husband and I have visited 2 Ford dealerships in the past few months and neither experience has been good. Our first visit was on the spur of the moment when we happened to pass the Ford/Mazda Dealership near a large shopping centre. We walked in and had a look around. Nobody approached us, nobody seemed interested in us and there was no reception area to make enquiries. Eventually, after being ignored for half an hour, we walked around to the used car section as I had spotted a Ford Kuga there (which is the car that we are interested in). Once again we were ignored and nobody came out of the office area to help us. Needless to say we left and decided to try another dealership. The only positive thing was plenty of space for customer parking.

        A week or 2 later we made our way another Ford Dealership in London. Once again plenty of parking was available at the supermarket next to the dealership. This time we had better luck with client service and managed to book test-drives in the Kuga and Mondeo for the following week.

        Unfortunately our enthusiasm at improved service was short-lived as our salesman was nowhere to be seen the day we arrived for our test drives. After waiting almost 40 minutes he breezed in and greeted us without any apologies for making us wait. The test drive itself was reasonable, except that I was rather worried that the fuel gauge was on empty when I was driving the Kuga.

        After the test drive the salesman went through all the Kuga options and did not place any pressure on us to make up our minds. As far as client service goes I would say that Ford ranges between poor to average, unfortunately we experienced more of the 'poor' service.

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        18.06.2009 13:36

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        WASTE OF TIME

        My ford transit 56platre add a gearbox clutch noise which a ford workshop said was the flywheel.There could not do it as there was only a car repair workshop. The nearest van workshop was Hartwell Ford Abingdon.So i booked it in after waiting 4hours for them to return my call.On 17/6/09 8am it whet in at 4pm there had not removed the gearbox which at 12midday there said they had started(i had to ring to find this out as they did not ring as they said they would).It is now 1220pm on the 18/6/09 and just been told(after i rang again)that there are trying to get though to ford but can not.It's been said (girl in service) that it may be ready for 2moz 5pm 19/6/09 if i am lucky (her words).As i run a drain unblocking company working 24/7 and my kit is fixed in the back of the van i am now not working maybe 3days.I could have had the job done by my own garage at a cost of £750 and half a day lost work.It seems to me that FORD what you to take it some where else so there do not have to cover the cost themselves.
        Mark, DRAINTEC SERVICES LTD OXFORSHIRE

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        05.04.2008 12:29

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        We purchased a new Mondeo 57 1st September 2007 and were very pleased with it but driving on the M6 at night I hit some debris and it damaged the wheel, my ford dealer loaned me a wheel until they ordered a new one. FOUR MONTHS LATER I am still waiting and driving my lovely new car with an odd wheel,Service dept do not want to know. What a let down

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        22.11.2007 09:19
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        I am very dissapointed with their service.

        I had the diesel engine replace in my 2003 F250 Supercrew. it did not make it around the block before it died. my wife called the manager to tell him to come get the truck, but he said that there is nothing he could do. he was on his way home. finally someone came to tow the truck back after two hours and several threats to call the police. I will never buy there again.

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        17.11.2003 23:19
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        The other week our car was damaged when someone banged there car door into ours We had to phone our insurers who made us take it to our local repair ford centre ( its not a ford but was the closest choice of two places.) It was a minor dent with no scracth but they had to keep it for two days When we got the car back we noticed the full beam was on Later that night someone told us the lights were on The fog light had come on it keeps coming off and on My finace thinks that someone at the garage pulled the light out for the headlight where they are turn ones We called to take it back on friday and they said come saturday We came in saturday and the guy said he needed his manager and come back on monday We came back on monday and the manager said it was concidence, that so,etimes the men cant work out what to do on the switchs but never pull them and that there is nothing they can do. They said we have to phone the insurers and we now have to take it back to the garage adn get the insurers engineer to look at it. The manager said unless we coould get someone to strip it down and prove the part was damaged than maybe it was them but we still couldnt prove it They also said that if it was a scratch they would look and see if it might have been down to them and then maybe they would repair it but a switch is an expensive repair. So what we didnt do the damage He said has the warranty run out, we said that's not the point. It hasn't the car is only 11 months old and has a three year warranty and was brand new when we bought it. They refused to even consider they caused the problem Never take my car to ford again

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          19.03.2002 21:27
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          • Unreliable

          Update 26/09/02 Since writing my previous e-mail my car has visited the Ford Service centre a futher 5 times. The speakers are emitting static, the door open light comes on mid journey several time a day (no doors are open), the interior light stobes occassionally (luckily none of my passengers are epileptic), the stereo is broken (it's been in play mode for the last two days with no cassette in and no sound coming out), the climate pack no longer works, my windscreen washers have failed.... the are lots more things wrong with this vehicle. I have complained to Ford, when I can get through on the phones. People have taken messages and never returned my call, I can never get through to the service department. On the first visit regarding the latest set of problems, i was told there was nothing wrong with the car at all.... I bought this car to be safe travelling the Motorways... I feel nothing but. I have now written a 5 page letter to the customer care centre, but doubt it will come to fruition. Sorry about the lack of detail in my previus mail... hope this one's more helpful. So far I have had to repair/have repaired/replace the following on my Ford Focus: Burnt out windscreen washer (at 6 weeks old) Rattling Exhaust Squeeky brakes Broken Stereo Blown fuse for cigarette lighter. I have had my car for 5 months. I bought a Ford Focus, because of all the hype about the cars being reliable. I have to travel further to work now 72 miles a day. I need something reliable, not a car that will spend almost as long in the Ford Garage at the weekends, than it does at home. Originally the car was great. Now things are starting to go wrong and as of yet have not stopped. I doubt very much if I will be "Opting" to purchase another Ford when my three year option scheme is over. I can now understand why the MGFV drops so much after purchase.

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