Paul H

VERY POOR SERVICE

I have a lovely Ford Grand Cmax Titanium X from Bristol Street Ford in Stoke. its has most of the additional extra packs as it was a Ford Executive Roll Management vehicle. After a few months I noticed that part of the rear number plate started to appear on screen when the vehicle was placed in reverse gear. Accordingly, when the vehicle was booked in for an annual service on 4th June I requested that they also attended to this as seeing the number plate had not occurred before. Apart from the service cost I was happy everything. Bristol Street Ford told me that I needed new reversing camera and that they had ordered it for fitting on June 26th, as I am disabled with several serious health issues including a terminal Cardiac condition they kindly agreed to complete the work while I waited, I arrived at 10.10am for a 10.45am appointment. After waiting for several hours, I was given the car back at 1.50pm. Immediately, on engaging reverse gear to leave, I was shocked to see that the exact problem the car had been booked into was still there!!!!. On going back into the service department I was told that the technician who completed the work was at lunch and to come back at 3pm. After 3pm the technician (who was a nice man) FOR THE FIRST TIME, I believe, was made aware as to what the actual problem was!! Having looked at the vehicle and knowing what the vehicle was booked in for he advised that the camera could not be adjusted. Although part of the number plate being seen when engaging reverse gear had not occurred previously, I asked if he could check this out with another CMAX Titanium on site, the technician was very helpful but unfortunately they had no similar car on site. I told him that I would make enquiries and establish the best way to find a solution. Although, I retired many years ago, I had worked in a senior position at Ford Motor Company's Research & Engineering Centre and Warley headquarters. I had the "personal direct email" for Andy Barratt the MD & CEO OF FOB. When I contacted him last September he personally emailed me as he agreed I could have a Grand Cmax on loan for a couple of days in order to decide if this is the vehicle I wish to purchase, Accordingly, I emailed Andy Barratt asking why I was now seeing the number plate and requesting that Bristol Street Ford Stoke ON Trent be advised as to what action may be required to resolve the issue. A copy of my email was also sent to K Campbell at Vertu motors who are the parent company, also a copy to Bristol Street Ford Stoke, THE HISTORY IS. Thursday 28th June Email to Andy Barratt, K Campbell Vertu, & Bristol Street. Friday29th June I had a "missed call" from a lady called Dawn?? at BSM, Stoke requesting that I re-book the car into BSM, When I heard the message left I phoned BSM, they wee not sure if Dawn was in or not, however, the individual I spoke to PROMISED THAT SHE WOULD PERSONALLY, phone me back on MONDAY, YES, YOUR CORRECT AND AS I EXPECTED NO CALL FROM BSM STOKE ON THE MONDAY!!! Monday2nd July. NO CALL FROM BSM STOKE, Accordingly late afternoon I phoned and asked to speak to Dawn??, after holding on...I was told that Dawn? was busy and sorting things out but she, Dawn?, would contact me direct. Later Monday PM, I received a call from Ford Motor Company, to inform that they would progress my enquiry and contact BSM Stoke direct as I had requested. Tuesday 3rd July. Still waiting for the phone call from dawn?? AS EXPECTED- NO PHONE CALL!!!! Wednesday 4th July NO PHONECALL FROM DAWN BSM Stoke. However I was contacted by Ford Motor Company who told me they had spoken to the main dealer and they would now contact me. Thursday 5th July NO CONTACT FROM BSM Stoke, Friday 6th July. its now 2pm and NO CONTACT FROM BSM Stoke. I will phone Andy Barratt and BSM Stoke in a couple of hours.