OUR SALES & AFTERSALES CUSTOMER COMMITMENT CHARTER

We aim to meet your expectations every time you visit us and so we continue to invest in our business and will always strive to provide you with an exceptional level of service.

We work hard to live up to and deliver on our commitments, always striving to provide you with the products and services you want. We've made progress and laid strong foundations, but there's always more we can do.

To instil and ensure confidence in what we do, our Customers Commitment Charters are visible at all times. We proudly display our Commitment Charters in all of our customer waiting areas and staff rest rooms throughout the Group. With these charters, we want you to know what you can expect whenever you choose to visit an Essex Ford dealership.

OUR SALES COMMITMENT

To ensure confidence in what we do, our commitment to our customers must be visible at all times. That's why we have on display in all of our dealerships these commitments displaying our guarantee of quality service at all times.


YOUR PURCHASE

To courteously acknowledge your arrival and provide assistance at your request.

To demonstrate interest and enthusiasm in your needs and, by listening, establish an advisory relationship.

To offer a proper vehicle presentation and test drive opportunity in a suitable vehicle best matched to your requirements.

Our Salespeople and Management Team to provide you with thorough explanations, leading to a pleasant and non-pressured purchase experience.


THE DELIVERY

Using a formal checklist, our Salespeople will hand over your new vehicle to the highest standard.

Our Salespeople will illustrate the benefits of your free Smart Card membership. They will offer to introduce you to members of our Service/Parts team to provide reassurance that you will be cared for during your ownership of the vehicle.

Your Salesperson will contact you within 7 days after delivery to ensure you are completely satisfied with the vehicle purchase experience.


PLEASE REMEMBER – OUR AIM: YOUR COMPLETE SATISFACTION

Should we not gain your complete satisfaction on any aspect of your sales experience, please let our management know personally:

email: directors@essexautogroup.com


OUR AFTERSALES COMMITMENT

At Essex Ford we have developed our customer care charters to ensure your complete satisfaction. In relation to aftersales, we aim to achieve the following goals.


OUR AFTERSALES CARE COMMITMENT

Provide convenient and flexible appointments for routine maintenance, repair, body/paint rectification, and parts & accessory supply.

Acknowledge your arrival in Service Reception within an acceptable time and note and interpret your requirements effectively.

Provide a price estimates prior to start of any work and obtain your approval.

Service your vehicle RIGHT FIRST TIME and keep you informed of progress.

Vehicle ready when promised at agreed time (including paperwork).

A thorough explanation of work done and charges.

Price & Quality Promise: we will match any like-for-like written quotation in our locality or will refund double the difference.

We use only genuine parts, manufacturer-trained technicians and our workshop quality is assessed independently via RAC inspections.

We will offer to arrange your ongoing transport needs including:

  • Free shuttle bus service
    OR collection and delivery
    OR low-cost replacement vehicle
  • Comfortable waiting area with free drinks availability
  • Convenient toilet facilities, including disabled facility
  • Parking assistance & handover of your vehicle on site


PLEASE REMEMBER – OUR AIM: YOUR COMPLETE SATISFACTION

Should we not gain your complete satisfaction on any aspect of your aftersales experience, please let our management know personally:

email: directors@essexautogroup.com