Mall of Georgia Ford - Service Center

Dear Sir: I was impressed with the service and the Dear Sir: I was impressed with the service and the personnel when I was at your service department today. My appointment was because my check engi Dear Sir: I was impressed with the service and the personnel when I was at your service department today. My appointment was because my check engine light was on but I also got the “works” package today. In addition, I asked them to check my right front tire since my low tire pressure came on during the trip to the Ford Mall of Georgia. Upon arriving they called for Mark Wilson that I was there for my service. In a very short time Mark arrived and treated me like we were friends, even thought this was the first time I met him. He went over what they were going to do and then I was shown the “waiting area”. Later he came in and asked me to go with him so he could show me better what he was talking about why the check engine light was on. He explained in detail which I could easily understand why it came on and what they would have to do if it came on again. The person that was also changing my oil was very pleasant and seemed to get along with Mark. (You know, if employees are happy it makes for a better working area and better “quality”.) Mark then came in when the car was completed and took me to Gloria to “check out”. Overall it was a very positive experience. Some other comments: · Service took 2 hours from the time I arrived. Don’t know if this is the average time to do repair or not. · A salesperson by the name of Kenny, I think his name was, came into the waiting area and said a general hello to everyone. He then talked to a women customer and he was very responsive to her needs. He said he would call her and give her the information she needed. The only way it could have been better, in my opinion, would be for him to tell everyone his name and say hope everyone is being take care of any if anyone needs any help with a new/used car he would be glad to talk to them. · Waiting area was small and the “wifi area” was larger and had better chairs. While I was there only one person used that area. Maybe an idea would be to knock out that wall and make the waiting area larger and more comfortable. · Restroom could use some improvement. The top in the men’s restroom looked like it was 20+ years old and had some stains. The plunger was aside of the toilet when, in my opinion, it should have been underneath the sink and out of site. Not to the standard of the rest of the area. · When I left the plastic and paper was still in my car. This was there of course so no one driving the car would “stain” the area. However, I would have liked to receive the car the same way I left it (minor though). · The waiting area was bright enough and the coffee was free although there was no sweet and low. Why did I come to your dealership instead of going to where I bought the car? Well I did call the dealership where I bought the car and I had to call back 3 times to set up an appointment because she told me they were busy in the service department. I then had to call up to change my appointment and after trying 2 time to reach their service department she said I should call back in 10 minutes because they were probably busy. Well enough is enough and I called you for my service and you answered the first time and I set up the appointment and it was a pleasant experience. General comments: One woman was there and she was there since 8:00 because she said she came back because they didn’t have the part when she came in yesterday but she then found out that they couldn’t get the part until 10:30am today. While, maybe she should have know that before she came in for the service. I will get my service there in the future because of Mark Last Comment – Think about bringing a new car (you choose) down to the service area and have a salesperson come in and ask everyone there if they would like to see the new ***** outside and he would go over all the great features on this car. I know I would have gone because it does getting boring in the waiting area and in my opinion, its good customer service. What makes customers come back? Many reasons but this also could be one of the reasons. Neal More