North Harbour Ford Service Centre

"The team at North Harbour Ford Service did an outstanding job. They promptly identified and sorted a battery issue with our car. We were able to book the car in at a time suitable for us. They txt when ready so we could collect at a suitable time. The whole team treated us almost like family. We weren't just another customer."

"They have a lovely sales team and a lovely service team - the service team are lovely because they explain very nicely how the sales team weren’t entirely accurate when explaining the value proposition that lead to you purchasing your vehicle. The sales pitch that the fixed price for warrants and services over the life of the vehicle while other market prices for warrants and services went up provided a long term value proposition - but the bit they left out was that they could be change and void those fixed prices with no notice and at their discretion. Nothing wrong with them doing that in the fine print just conveniently how their sales staff left that bit out. I guess typically you can’t trust a car sales person and this epitomises it - especially when selling on commission (I assume they get commission)."

"I have no issues with the work completed as part of the service. I was extremely disappointed in the whole customer service experience starting with booking my car in. Although my contact details were correct i.e. email and phone my name and address were incorrect and despite repeated requests to fix this it was not corrected until I raised the matter with the service agent at North Harbour Ford when I arrived. During the booking I stated that I would wait for the car and confirmed this was understood when I arrived for the appointment. I was told that the car was booked for 10:15am and someone would start work on the car then. The associated paperwork stated that the car would be finished by 12:15pm which I was happy with. The car did not move for 90 minutes from 10:15am and I was just about to leave when the car was taken for its service. From then I had to wait until 13:45hrs until the car was completed. I am self-employed and arranged my workday on the basis that the car would be available at or shortly after 12:15pm so as a direct result I missed 3 appointments and lost quite a bit of income. The only explanation was offered was that they were behind which is not an acceptable explanation as I made sure that I arrived before the appointed time. I would like to know what your Company is going to do to compensate me for my loss as a direct result of the poor performance by North Harbour Ford."

"So book my UTE for the first 15k Full-service drop of my vehicle at 7.30 am, when I return to pick up my UTE back around 4.30 pm find out they have not given a courtesy car wash which is the norm otherwise anywhere else, I reached to the counter Guy informed me that they can't do the wheel alignment also on my UTE as if there tyre technician was not available today, well the point is they have the whole bloody day but no one seems bother or feel like it is important to inform the customer. secondly when I asked the guy over the counter about the car wash he just very simply/casually answer me oh we may have missed on your one I think. then the girl who first attends me in the morning pas me a free car wash voucher to come back and get it done which fare but I am over 40 km away from the service centre means I need to make two more appointments one for a car wash and another for wheel alignment so need to do another 160 km in commute. It feels like they do not treat all customers as same across the board, which is a shame. They need to improve their customer service a lot."

"Update: Was contacted by customer service following this review and was advised of the continuous improvement program. Was told at that time that the part had arrived and booked an appointment. Dropped the car at the early morning and was contacted within about an hour to say car was ready which was very surprising. Arrived to the counter and a gentleman (cant remember his name) mentioned that they will order the part and they will contact me at a later point of time once the part has arrived. Confused as I was, tried to say that the car was left to put the new part ... the office lady arrived a few minutes later to the rescue where she checked (the same papers the guy was looking at) and advised that the part was fitted and ready to go. ==== Where to start? Tried getting my ranger sensor replaced as it has a chip which now fails, got charged for diagnosis even though I have specified what is needed(clear visual damage on sensor that was brought up in service) and was never mentioned that it would be charged even at drop off. The name captured was not my name, but the person who booked the service on my behalf and even though I mentioned it and it was "corrected" still comms being addressed to that name. Been a few days and still waiting for contact, no update whatsoever. Not sure if I made a mistake buying a Ford - the vehicle is great, but the service is awful to say the least and the communications is even worse."