The brake light wasn’t working so took it straight into your workshop on Severalls, I was let down by the service there (not for the first time I might add) they made me feel like they were doing me a favour fixing the light on a car that I picked up 15 minutes earlier! Also no urgency to get it fixed, the car sat in the car park for 20 minutes before a technician took it into the garage, another 15 minutes wait there too until it was done, this experience took the shine off buying the new car. Also a handover that includes showing us the controls would have been a nice touch, I should also state that the previous owners phone and sat nav details were still listed on the in car computer, seems like such a simple thing to clear when the car is being prepped? Overall sales experience was good but these little issues shouldn’t have been issues to start with. The service dept is a 5 minute walk from my house and up until recently when I have taken my Kuga for a service or MOT I wish I had gone somewhere else. The service centre is very hit and miss, my last MOT was a pleasant experience only to be over shadowed by my recent visit to rectify a fault with the new car. Previous visits for services and MOTs have been a chore, there definitely seems to be a customer service issue in the service centre, I would suggest investing in some customer service training. I have marked my return to the service dept as unlikely but time is a great healer.Gave 4 stars as the “handover” was literally that, we were given the keys, it was only later in the day we realised it would have been good to know how to work the sat nav and computer.

Great engagement from Sales man (Ben Hastings).

The Mechanic Mr English was Superb!

Although having problems with my eyesight I was easily able to manoeuvre about the site and get a booking on a date I wantedEven though I only mentioned it in passing a small fault in my eco-mode was corrected, and an explanation given as to why it went wrong in the first place

They dont connect with the workshopI reported a dodgy rear sensor, but nothing was done

It was excellent

chloe helped a great deal towards getting my kuga fixed at the colchester branch

they all very good at their job

Vehicle was promptly serviced and cleaned thoroughly. Was informed immediately the vehicle was ready for collection

Time will tell if the repair will be successful this time. Joe (i think is a manager), is an absolute credit to your company, its a shame some of the desk staff at service dont share his customer service delivery.