lordricey

The Territory is the first Ford I've owned since I had a KE Laser 4WD in the late 80's. In the meantime I've owned a Holden, a Nissan, a Toyota and 2 Subarus. (not much brand loyalty I know)

All these cars have always been Dealer serviced - even at the premium prices they charge. The Nissan and Holden I owned were serviced at the same dealer and while their service was not flash it wasn't too bad - about what you'd expect at a K-mart or Mobil Car Care I guess. Toyota really bent over backwards with my Landcruiser (charged like a wounded bull too) and Subaru were always very good.

My experience with Ford Dealers is absolute shit though. I've had my car booked in twice to fit my $1000 of accessories and the first time I was told that the service department only found out at 5:00 the previous day I was coming - even though I booked 3 weeks in advance. I then rebooked for 2 weeks later and when picking up the car after 5 hours was told they "didn't have time and I'll need to rebbok again in January".

The car has had two niggling issues - it squeaks in the rear like an old ute, especially when cold and the stereo makes a crackle when it plays DVD's. Neither issue has been fixed despite 2 returns to the dealer and both are on the list for the January revisit.

With the Subaru the car was always washed and cleaned when I picked it up and every time the Subaru went in for service there was a phone call a week later to ask if I was happy with everything - this is the kind of thing you'd expect from BMW or Lexus but is delivered by Subaru. I don't think Ford are anywhere near this level of service (they don't even do what you sent the car in for). The Subaru was also the cheapest car I've ever had to service so I don't think they stack their prices to cover these things.

When I sat in the dealer waiting for an explanation of why there service was so poor I saw them put people on hold for 10 minutes on the phone and sometimes not even answer calls.

I've seen a lot of threads on this site bagging the dealers and I am beginning to think the problem is common through the network.

All this "He's a Ford Dealer - Maaaaaaate" advertising is utter rubbish. If Ford marketing department want to promote their dealers as assets they should at least train them in the basics of customer service first.

I doubt Ford will be getting much of my service business - other than warranty stuff. Ford will loose a lot of repeat business if they don't fix their dealer network. From my experience the Japs and Holden are miles ahead.

 

burnsi

This is not good.

However, my experience with my dealer (Gregorys Ford in Canberra) is in complete contrast to your experiences. They are always attentive, both in person and on the phone, they go out of their way to ensure satisfaction, and in regards to the $1000 worth of accessories - went in to bat for me with Ford (I didn't buy within the timeframe you needed to), and had it honoured...and delivered the 405l luggage pod to my home as it wouldn't fit inside the Territory, and we didn't want it fitted at that time!

My dealer always washes my GTP (and now my wife's Territory) on a service, and I always get the follow-up call from their dedicated Customer Service manager, whenever a service is done, warranty work is done (thankfully very minimal here), or accessories are fitted. On this last point, I even got a call to check that the delivery of the luggage pod had taken place, and that we had no issues with the item - as it hadn't been unpacked at the dealer!

I have nothing but praise for my dealer, and it is worrying that many other dealers appear not to share the enthusiasm for their customers that mine does.

One of the key differences my dealer has from other dealers is that they are "car" people, and they pay attention to small details like:

- The dealer principle runs an informal GT club for both the new GT/GTP and for people who have old ones;

- Their FPV staff are "performance car" people;

- When picking up bits and pieces they get my wife to call them once she's outside the dealer - so she doesn't have to get our baby son out of the car etc;

- They call just to let you know that the parts you've ordered still haven't come in, but they've checked up on them for you;

- If they can complete a minor service while you wait, they will. And they'll get you an espresso while you wait;

- And lastly, the dealer principle is always "visible"...and he knows your, and your spouse's name!!

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Blood Orange GT-P
Zest Territory Ghia AWD

new2ford

As one of those who's raised the question of dealer competence on other threads, I'd have to agree with burnsi that its also worth mentioning the good ones - it might help others know where to go. My experience with Power Ford at Castle Hill (Sydney) has so far been excellent. Too soon to give a long-term view but I'll keep that in mind. I've come from years of dealing with Suttons Holden at Waitara who were very on the ball, professional, attentive and sophisticated and also washed the car after the service. So that's what new2fords like me have come to expect from a dealer.

However naming good dealers is one thing but Ford needs to take ALL of its dealers in hand to bring standards up to the same level across the board - or give them the boot.

mcrawford

I have had good experience with Alto Ford Service Artarmon. I have been happy with services and the parts manager spent some time investigating tow options for me - showing me emails from Ford etc. Prices have been reasonable.

Dealers themselves were polite but poor. I knew more about the car than they did by using the internet. Right to delivery they were trying to sell me a rear tow hook with a tow bar even though their own internet site said this was not possible. They also had different prices.

I previously had an Sube Outback. Loved the car but just to show all experiences are not the same I would not use the service department which was very expensive and would not cover faults as warranty.

Cheers
Mark

grahill

I have had four Fords and have struggled to find a good dealer. Swan Hill, I almost lost my front wheels when traveling an hour home. Apparently an apprentise didn't do the wheel nuts up (considering an experienced is suppose to check all work). Never took it there again. Robinvale, wasn't good either, didn't complete the jobs I asked them to do. So tried to find a dealer while on holidays. Wayne Phillis Ford in Adelaide was excellent, although four and a half hours away. Not many left, so tried Mildura which is an hour and half away, Davison Ford, and found them to be excellent. Wash your cars everytime, inspect everything with you under the hoist, go through all of the work before payment and follow up about a week or so later. They even have a stretch Fairlane limo to take you places during peak hour (within town limits). We don't use this service but take advantage of their hire cars (new BA's and Fiesta's). They say that the cost of these will be about $20 a day, but when we get the bill, the hire cars are never on the final docket. A great service at Mildura.

All in all though, stick with the old saying, "always shop around".

steviewonder36

You own a GTP and Territory mate, that's why they are bending over for you. I live in the ACT and I wouldn't touch Gregory's or John McGraths.

I can't comment on New Cars, cause that is usually the same across most Ford dealers with pricing. But their used cars teams are a bunch tight-arsed ****wits, they won't drop their prices cause they claim less demand due to population size. Yet their performance cars etc sit on the lot for months.

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2001 AUII Falcon S
Mods - Xr Series 3 Rebel C2R kit, Tickford Snorkel, Redline Air Filter, Red Momo TBar, tinted windows

Mark^^

I contacted the dealer Peter Warren Ford Liverpool who I brought my Territory from Tuesday last week. As I got the $1,000 accessary gift from Ford I wanted to have running boards brought and put on.

The service guy told me he does not know what to do with the voucher and would ring me by lunch time Wednesday. No call so I ring on Thursday and am told he still is trying to find out and will ring me by close of business that day. Well no call came so I dropped into the local dealer Dominelli Ford on Friday last week, told then what I wanted and showed then the accessary offer, they said fine and it’s booked in to be installed tomorrow.

So still no call from Peter Warren so never dealing with them again. Even if they had the decency to ring and say look we cannot help I would still have had some support for them. They also did not help much with the accessary offer, as when Ford contacted me about it they said no the dealer has not contacted us. So they can "go to hell" for all I care.

So Dominelli installed the running boards with no fuss and let me use the bit excess on the borards to get the CD Wallet and Console Insul-bag.

Mark

Bassman

This same good ole Gregorys delivered my ute with 12 psi in the tyres, no jack, no tonneau cover bars, broken fasteners that hold the door sills in place and made me go to repco to go buy replacements because they couldnt find the part on their computer. Then last week they finish a service by running into a pole in their parking lot and denting the nudge bar. Great service yeah!