I had a potentially distressing time with the service of my vehicle due to an honest misunderstanding on my part regarding the warranty conditions.
My call to Ford Customer Services didn't put my mind at rest, and it felt that the consultant was unsympathetic, and even "blaming". I can accept a "NO" if all the circumstances are considered and I am not made to feel fobbed off/ patronised.
On the other hand Madre at the dealership, was immediately empathetic, took ownership and did all she could to motivate to rectify the situation. Sometimes, there are circumstances outside of the small print that company's should consider (I certainly do with my customers if I want to retain relationships and if it hasn't really prejudiced my business model) and she recognised this.
Her empathy and constant feedback has renewed my trust in the brand and I will hopefully continue the relationship for years to come. (This is my third Ford in 10 years)
Thank you Madre for not giving up and for taking the time to work with your on a resolution that meets all our needs.
PS.Ford Customer Services. A value add benefit to have a system that sends reminders for services by sms/ em
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