Who's got some good/great Dealer experiences?
Discussion
So we've all heard lots of terrible stories about Dealer service over the past 14 months or so of Mustang ordering (and for some longer than that) so I thought it would be good to pull together a list of which dealers have performed well, what they've done so people can make informed decisions either what to ask their local dealer for or maybe to travel a little to order from a better one.
Things I've heard about are:
A dealer in Kent having a specific Mustang website bringing a bit of interest and excitement to the process
A dealer giving some Mustang goodies to a buyer collecting
So what's been your 'good' experience and what have they done, lets name and praise.
Cheers
Noel
Things I've heard about are:
A dealer in Kent having a specific Mustang website bringing a bit of interest and excitement to the process
A dealer giving some Mustang goodies to a buyer collecting
So what's been your 'good' experience and what have they done, lets name and praise.
Cheers
Noel
Ok so whilst we wait for those with a good experience to join in, what is it that we'd want from a 'good' dealer.
If we don't tell them what it is that we want from the experience of buying an iconic/semi-premium car then they can't hope to improve.
We need to be clear that we can't blame for the dealers for Ford's shocking lack of information. Looking to focus on the dealer experience i.e. those items under their control and how when there was a bad situation i.e. Ford not having any info and making a hash of it all, how did the dealer make the best of it and try and turn it around to be a good customer experience.
If we don't tell them what it is that we want from the experience of buying an iconic/semi-premium car then they can't hope to improve.
We need to be clear that we can't blame for the dealers for Ford's shocking lack of information. Looking to focus on the dealer experience i.e. those items under their control and how when there was a bad situation i.e. Ford not having any info and making a hash of it all, how did the dealer make the best of it and try and turn it around to be a good customer experience.
I don't blame them for Ford's lack of information.
I blame them for telling me they would be contacting me on a regular basis the closer my delivery date got and then not doing so, in fact, I had no dealer-initiated contact through my order process whatsoever. I blame them for passing me between 5 different sales guys that would be "looking after me". That is, until each one left and was replaced. I blame them for sending me a publicity blurb from Ford to announce the start of RHD production when my car was already on a boat halfway across the Atlantic. I blame them for knowing nothing about the product they're selling.
As you'll find from this thread, I'm not the only one.
There are plenty of examples on this site and others of people that have waited a ridiculous amount of time for their cars because, in one case, the dealer had sat on the paperwork and not ordered the car. In another, because f
k knows, but the car was sat at US docks for a couple of months for reasons that nobody was able to ascertain. Another because the dealer had ordered the wrong interior.
I reckon for every good dealer experience you'll find at least twenty bad.
I blame them for telling me they would be contacting me on a regular basis the closer my delivery date got and then not doing so, in fact, I had no dealer-initiated contact through my order process whatsoever. I blame them for passing me between 5 different sales guys that would be "looking after me". That is, until each one left and was replaced. I blame them for sending me a publicity blurb from Ford to announce the start of RHD production when my car was already on a boat halfway across the Atlantic. I blame them for knowing nothing about the product they're selling.
As you'll find from this thread, I'm not the only one.
There are plenty of examples on this site and others of people that have waited a ridiculous amount of time for their cars because, in one case, the dealer had sat on the paperwork and not ordered the car. In another, because f
k knows, but the car was sat at US docks for a couple of months for reasons that nobody was able to ascertain. Another because the dealer had ordered the wrong interior.I reckon for every good dealer experience you'll find at least twenty bad.
Okay, I'll go first. Speedwell Honda in Newton Abbot Devon. Not going to list specifics but on every single occasion from first contact, purchase and subsequent repairs and maintenance they have always been utterly, spot-on! I always get a nice new courtesy car and they let me put my two, large scruffy dogs in the boot, always make sure I get an auto, remember me by name and usually, try to save me money!
Just sad now that I have sold my Honda! They are the way all dealer ships should be, yet I have heard bad reports of their sister company in sunnier Paignton.
Just sad now that I have sold my Honda! They are the way all dealer ships should be, yet I have heard bad reports of their sister company in sunnier Paignton.
I've already been slated on Mustang forums and asked if I work for them for saying this but I'm more then pleased to say it again.
My Mustang purchase experience of 18 months from the Think Ford group starting with my local dealership and who passed me on to the Guildford branch which is Ford Store authorised part of the group has been fine and although I knew a lot from the forums and the information from Ford was extremely sparse there wasn't anything that Think Ford Guildford didn't actually know and in terms of who was chasing who it was about 50-50.
I was probably one of the few in the county to actually sit in a real 2015 Mustang GT in May 2015 and actually start up and rev the 5.0 V8 engine because Think Ford Guilford actually went to the trouble to import a US spec 2015 Mustang GT from the USA in LHD format which they displayed in their showroom and shared around the branches.
Mine was just an ordinary order and deposit and although it took some work from me based on my knowledge from the forums I was able to get my order though so that my delivery was one of the first and when I collected my Mustang I received my own personal set of all the gifts being given as part of the presentation box for the UCL winners apart from the numbered plaque which I would not have wanted unless it was No 1. Thank you Think Ford Guildford.
My aftersales experience Think Ford Guildford has been completely fine too as I'm still in contact with the salesman and my dealings with service and parts has been fine including a courtesy car when I had my wiring loom fix and front parking sensors fitted. Note that some dealers don't seem to have the expertise to fit the front parking sensors and considering what seems to be involved I'm not surprised.
When I asked if the Mustang emergency spare wheel available from Ford parts fits over the front wheel brakes of the GT Think Ford Guildford ordered their own spare wheel and tried it out. It doesn't fit so we are working on some options.
One thing for sure is that I would not like to be a dealer sales staff with an inexperienced customer on a customer test drive in a Mustang GT on a cold and wet test drive.
By the way I do treat Think Ford Guildford with the same level of respect that I would expect from them and when I see all the crap and hate directed towards Ford and dealers on here I'm not surprised that some people don't get the results they desire.
Did I mention Think Ford Guildford a lot, well I want everyone to know that they did a great job.
My Mustang purchase experience of 18 months from the Think Ford group starting with my local dealership and who passed me on to the Guildford branch which is Ford Store authorised part of the group has been fine and although I knew a lot from the forums and the information from Ford was extremely sparse there wasn't anything that Think Ford Guildford didn't actually know and in terms of who was chasing who it was about 50-50.
I was probably one of the few in the county to actually sit in a real 2015 Mustang GT in May 2015 and actually start up and rev the 5.0 V8 engine because Think Ford Guilford actually went to the trouble to import a US spec 2015 Mustang GT from the USA in LHD format which they displayed in their showroom and shared around the branches.
Mine was just an ordinary order and deposit and although it took some work from me based on my knowledge from the forums I was able to get my order though so that my delivery was one of the first and when I collected my Mustang I received my own personal set of all the gifts being given as part of the presentation box for the UCL winners apart from the numbered plaque which I would not have wanted unless it was No 1. Thank you Think Ford Guildford.
My aftersales experience Think Ford Guildford has been completely fine too as I'm still in contact with the salesman and my dealings with service and parts has been fine including a courtesy car when I had my wiring loom fix and front parking sensors fitted. Note that some dealers don't seem to have the expertise to fit the front parking sensors and considering what seems to be involved I'm not surprised.
When I asked if the Mustang emergency spare wheel available from Ford parts fits over the front wheel brakes of the GT Think Ford Guildford ordered their own spare wheel and tried it out. It doesn't fit so we are working on some options.
One thing for sure is that I would not like to be a dealer sales staff with an inexperienced customer on a customer test drive in a Mustang GT on a cold and wet test drive.
By the way I do treat Think Ford Guildford with the same level of respect that I would expect from them and when I see all the crap and hate directed towards Ford and dealers on here I'm not surprised that some people don't get the results they desire.
Did I mention Think Ford Guildford a lot, well I want everyone to know that they did a great job.
All a bit MEH......
Ordered and paid deposit 02/02/15........ Car built 08/12/15.....Still waiting for delivery...
To be fair to the dealer, I don't believe it's their fault, and on the odd occasion I've asked for an update, they've always responded....
I asked for a reg No last week so that I could get insurance sorted, and they responded by email, with a Reg within 2 hours..
Ordered and paid deposit 02/02/15........ Car built 08/12/15.....Still waiting for delivery...
To be fair to the dealer, I don't believe it's their fault, and on the odd occasion I've asked for an update, they've always responded....
I asked for a reg No last week so that I could get insurance sorted, and they responded by email, with a Reg within 2 hours..
Xtriple129 said:
Okay, I'll go first. Speedwell Honda in Newton Abbot Devon. Not going to list specifics but on every single occasion from first contact, purchase and subsequent repairs and maintenance they have always been utterly, spot-on! I always get a nice new courtesy car and they let me put my two, large scruffy dogs in the boot, always make sure I get an auto, remember me by name and usually, try to save me money!
Just sad now that I have sold my Honda! They are the way all dealer ships should be, yet I have heard bad reports of their sister company in sunnier Paignton.
Best chuckle I've had all day as I thought the only way to get a positive response was for a non ford dealer!!Just sad now that I have sold my Honda! They are the way all dealer ships should be, yet I have heard bad reports of their sister company in sunnier Paignton.
Actual said:
I've already been slated on Mustang forums and asked if I work for them for saying this but I'm more then pleased to say it again.
My Mustang purchase experience of 18 months from the Think Ford group starting with my local dealership and who passed me on to the Guildford branch which is Ford Store authorised part of the group has been fine and although I knew a lot from the forums and the information from Ford was extremely sparse there wasn't anything that Think Ford Guildford didn't actually know and in terms of who was chasing who it was about 50-50.
I was probably one of the few in the county to actually sit in a real 2015 Mustang GT in May 2015 and actually start up and rev the 5.0 V8 engine because Think Ford Guilford actually went to the trouble to import a US spec 2015 Mustang GT from the USA in LHD format which they displayed in their showroom and shared around the branches.
Mine was just an ordinary order and deposit and although it took some work from me based on my knowledge from the forums I was able to get my order though so that my delivery was one of the first and when I collected my Mustang I received my own personal set of all the gifts being given as part of the presentation box for the UCL winners apart from the numbered plaque which I would not have wanted unless it was No 1. Thank you Think Ford Guildford.
My aftersales experience Think Ford Guildford has been completely fine too as I'm still in contact with the salesman and my dealings with service and parts has been fine including a courtesy car when I had my wiring loom fix and front parking sensors fitted. Note that some dealers don't seem to have the expertise to fit the front parking sensors and considering what seems to be involved I'm not surprised.
When I asked if the Mustang emergency spare wheel available from Ford parts fits over the front wheel brakes of the GT Think Ford Guildford ordered their own spare wheel and tried it out. It doesn't fit so we are working on some options.
One thing for sure is that I would not like to be a dealer sales staff with an inexperienced customer on a customer test drive in a Mustang GT on a cold and wet test drive.
By the way I do treat Think Ford Guildford with the same level of respect that I would expect from them and when I see all the crap and hate directed towards Ford and dealers on here I'm not surprised that some people don't get the results they desire.
Did I mention Think Ford Guildford a lot, well I want everyone to know that they did a great job.
My experience at Think Ford was similarly positive, good comms, quick turnaround, thank you video, bag of gifts, car immaculate, decent first time finance offer, organised for me to view a few before buying, found me a cancelled order to my exact spec so I only waited 12 weeks. To cap it all I asked them on the day of delivery for a boot mat, they had them in stock and took 20% off. As good an experience as I have had from any dealer.My Mustang purchase experience of 18 months from the Think Ford group starting with my local dealership and who passed me on to the Guildford branch which is Ford Store authorised part of the group has been fine and although I knew a lot from the forums and the information from Ford was extremely sparse there wasn't anything that Think Ford Guildford didn't actually know and in terms of who was chasing who it was about 50-50.
I was probably one of the few in the county to actually sit in a real 2015 Mustang GT in May 2015 and actually start up and rev the 5.0 V8 engine because Think Ford Guilford actually went to the trouble to import a US spec 2015 Mustang GT from the USA in LHD format which they displayed in their showroom and shared around the branches.
Mine was just an ordinary order and deposit and although it took some work from me based on my knowledge from the forums I was able to get my order though so that my delivery was one of the first and when I collected my Mustang I received my own personal set of all the gifts being given as part of the presentation box for the UCL winners apart from the numbered plaque which I would not have wanted unless it was No 1. Thank you Think Ford Guildford.
My aftersales experience Think Ford Guildford has been completely fine too as I'm still in contact with the salesman and my dealings with service and parts has been fine including a courtesy car when I had my wiring loom fix and front parking sensors fitted. Note that some dealers don't seem to have the expertise to fit the front parking sensors and considering what seems to be involved I'm not surprised.
When I asked if the Mustang emergency spare wheel available from Ford parts fits over the front wheel brakes of the GT Think Ford Guildford ordered their own spare wheel and tried it out. It doesn't fit so we are working on some options.
One thing for sure is that I would not like to be a dealer sales staff with an inexperienced customer on a customer test drive in a Mustang GT on a cold and wet test drive.
By the way I do treat Think Ford Guildford with the same level of respect that I would expect from them and when I see all the crap and hate directed towards Ford and dealers on here I'm not surprised that some people don't get the results they desire.
Did I mention Think Ford Guildford a lot, well I want everyone to know that they did a great job.
I should add I live 4 miles from the dealer in Reading and despite 3 visits / calls nobody wanted to take an order and there seemed to be a complete mess of a sales guy who hadnt onward placed orders and nobody who knew what was happening.
Bennno
Centurion07 said:
I don't blame them for Ford's lack of information.
I blame them for telling me they would be contacting me on a regular basis the closer my delivery date got and then not doing so, in fact, I had no dealer-initiated contact through my order process whatsoever. I blame them for passing me between 5 different sales guys that would be "looking after me". That is, until each one left and was replaced. I blame them for sending me a publicity blurb from Ford to announce the start of RHD production when my car was already on a boat halfway across the Atlantic. I blame them for knowing nothing about the product they're selling.
As you'll find from this thread, I'm not the only one.
There are plenty of examples on this site and others of people that have waited a ridiculous amount of time for their cars because, in one case, the dealer had sat on the paperwork and not ordered the car. In another, because fk knows, but the car was sat at US docks for a couple of months for reasons that nobody was able to ascertain. Another because the dealer had ordered the wrong interior.
I reckon for every good dealer experience you'll find at least twenty bad.
I won't bore you with the details, but my experience largely mirrors Centurions (and many others). Been through umpteen contact points, all mostly clueless, bar perhaps the current one who appears at least to be making some effort - though all updates have been sourced by me, not proactively provided by them.I blame them for telling me they would be contacting me on a regular basis the closer my delivery date got and then not doing so, in fact, I had no dealer-initiated contact through my order process whatsoever. I blame them for passing me between 5 different sales guys that would be "looking after me". That is, until each one left and was replaced. I blame them for sending me a publicity blurb from Ford to announce the start of RHD production when my car was already on a boat halfway across the Atlantic. I blame them for knowing nothing about the product they're selling.
As you'll find from this thread, I'm not the only one.
There are plenty of examples on this site and others of people that have waited a ridiculous amount of time for their cars because, in one case, the dealer had sat on the paperwork and not ordered the car. In another, because f
k knows, but the car was sat at US docks for a couple of months for reasons that nobody was able to ascertain. Another because the dealer had ordered the wrong interior.I reckon for every good dealer experience you'll find at least twenty bad.
I was also the 'case' where the dealer sat on my order for 4 months without placing it, simply because the supposed 'Mustang Specialist' left them in a pile (with many others) on his desk, left the dealership and no-one bothered to do anything with them.
I've had at least 6 contact points at the dealership so far. The only individuals who have been of any use are Karen Batt at Ford UK and Andy Barrat (but he just offloads enquiries onto Karen).
So, expect little and, even then, then prepare to be disappointed.
Well I ordered from Days Swansea (Gorseinon) - the ordering process/communications have been painful (Deposit paid Dec 2014) but I can't see that being the dealer fault, they've been very helpful.
My car is shortly arriving, I have to pick it up from a different branch (actually a closer one) but the original salesman is even going to travel to that branch to hand the car over and he is being extremely helpful and responsive. So I can't fault them so far...lets see how delivery goes!
And I'm super excited.
My car is shortly arriving, I have to pick it up from a different branch (actually a closer one) but the original salesman is even going to travel to that branch to hand the car over and he is being extremely helpful and responsive. So I can't fault them so far...lets see how delivery goes!
And I'm super excited.
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