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This is my closest Ford Dealership and I naively expected great service from such a big company...I was completely wrong!! I rung up to book the appointment and was told the soonest they could do was in 2 weeks, so I booked it in for a Friday in 2 weeks time. I drove the car down on the Thursday evening before the appointment to make sure they had the car as early as possible for Friday. I waited until 13.45 on the Friday until I rang for the first time, I was rudely told by a receptionist called Sue that all the mechanics were on lunch and to call back later. So I called back at 14.30 and spoke to the same rude receptionist, this time I was told they hadn't even looked at the car yet. She then very rapidly hung up. My husband then rung up later that day and was told it had to stay there overnight and someone would call the next day (Saturday) after it had been looked at. Bare in mind they only had to plug it in and see what the fault was. So, my husband rung back again on Saturday and spoke to the very rude Sue, she told him someone would call and hung up on him whilst he was in mid conversation. By now we are both extremely upset with the service. A mechanic did finally ring my husband at 13.30 and fed him some line about having another number which he was trying (the other number was my mobile number and I had 0 calls from them). When my husband pointed this fact out to the mechanic he just owned up and said fair enough. He said we can pick the car up but they close in 30 mins (even though the website states they close at 17.00 not 14.00). We couldn't get in there in time so had to leave the car until Monday morning. So, in turn we booked the car in for an appointment on Friday for something which would have been very quick and ended up losing our car for 3 days. I must add, when I walked in to pick the car up, I was greeted by a lovely receptionist who quickly pointed my in the right direction where I was helped by a lovely man. Before I could explain the ordeal we had been through he explained there will be no charge for the plug in they had done. I was blown away by the difference in customer service, if only you could train all your staff to treat customers like that!! All in all I will not be using this Ford dealership again!!!
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This dealership is unreal. My car was recalled, I did not take it here by choice. I only gave Ford 35k so why would I expect them to treat me with any kind of consideration. They will talk to you like you are stupid, lie to you and generally act as though you are an inconvenience to them. The staff member who called spoke to me like I was some loser he had met in the pub and hung up on me twice when I became frustrated with him trying to blame the fault on me, despite me repeatedly reminding him that the car was in perfect working order when I left it with them. He is rude and has no concept of customer service. As I was referring to him as mate, a polite term, he told me he wasn’t my mate, like he thought I was trying to make friends with him. When I asked to speak to a manager he point blank refused and then refused to give me his name and then once again hung up on me. Don’t try to find out who it is who is treating you like dirt or they will threaten to call the police. I find it unbelievable that the area manager has not contacted me to discuss this issue but why would they do me that courtesy. A four day job has so far taken nearly 2 weeks and I have been told 3 times now that I will get my car back, twice I have been on my way to Salisbury to collect it and twice they have called me en-route to say it isn’t ready after all. These constant lies and lack of communication are the reason I am so angry - but they can’t seem to get their heads around that. My advice, don’t buy a ford in the first place and AVOID Edwards Ford Salisbury at all costs.
in June I went to Edwards Ford and bought a C Max. The car was in very good condition and very good value for money. The car did develop a fault so I had to take it back up to them but they got it sorted straight away. Its just a shame that the dealership is quite far away for me. Other than that I have no complaints at all and I would recommend this dealership to anyone.
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Edwards Ford in Salisbury is part of the Foray Motor Group.
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Deals in: Vans
Edwards Ford Salisbury
Churchfields Industrial Estate Telford Road
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