Ford doesn’t deliver on five-star promise

CASE STUDY Kuga buyer Andy feels let utterly down by ‘premium’ Vignale experience

MANY drivers pay extra for options such as leather seats and a sat-nav on their cars, and some even spend a little more in the hope of getting a better level of customer service.

That’s what Andy Cole, from Sunburyon-thames, Surrey, expected when he bought his Ford Kuga in March last year from Trust Ford in Staines. By opting for the Vignale trim, Andy hoped he would be getting the red carpet treatment from his dealer – including a personal relationship manager, plus other extra perks – to match his top-spec Kuga.

But Andy’s problems started on day one. “When we first collected the car it wasn’t ready and we weren’t expected,” he said. Staff assured him this oversight was a one-off, but Andy continued to experience similar blunders.

“In January my first service was due,” he added. “Another Vignale feature that I was told about before purchase, but this dealership didn’t actually offer, is pick-up and delivery, with provision of a complimentary vehicle during routine services.”

The final straw was a malfunctioning SYNC 3 sat-nav system, an issue previously covered by Auto Express, which meant his Vignale experience was delivering below expectations.

Andy got in touch with us for help, saying: “The car was actively upsold to me on the premise of providing a superior ‘Vignale Customer Experience’, which the dealership has subsequently admitted several times that it doesn’t offer.” We contacted Ford on Andy’s behalf, and a representative for the company explained: “There has been direct contact between Ford UK and Trust Ford Staines.

“A SYNC 3 update is available and the dealership is clear how to facilitate this for Mr Cole. Concerning Trust Ford Staines’ Vignale handling, there was insufficient awareness of the dealer’s Vignale relationship role, and about the collect and delivery service.”

Andy said an update still wasn’t fitted and he still wasn’t satisfied, adding: “The experience so far has been no different to my previous, non-vignale Fords.”

“Andy hoped he would be getting the red carpet treatment from his dealer to match top-spec Kuga”