Well my new Exp EL had to go to the dealer for it's first repair with only 650 miles on it. I was optomistic that the local Ford dealer would be better than my previous Dodge dealer. Guess what? I was wrong, they graduated from the same school of customer satisfaction as the Dodge dealer. First: the problem. The info display wouldn't change when the INFO button was pressed. It would stay on the last fuction it saw, for example DoorAjar would be displayed and any sequence of buttons couldn't make it go away. The first service advisor gave me an appt for first thing the next morning. I dropped it off before hours and got a ride back there after work. At 3pm it had not even been looked at, suprise suprise. A new SA was given the job and he got a tech to look at it while I waited. PinPoint said needs new instrument cluster. So the parts were ordered and I got to patiently wait for a tech to rip the dash of my new $50,000 SUV apart. Anyway, the day to drop it off was Wed the 4th. Finally got a call at 2:30 to ask if I left both keys, answer was no. Was never instructed to bring both keys. I was told the new cluster was installed and to do the programming both keys needed to be there. Needless to say I voiced my absolute disgust at the incompetence. With no wheels the SA offered me a loaner car. So I got a ride to the dealer and the only rental car was a 15 passenger van. By now you probably have a feeling that this isn't going well. Rather than drive the First Baptist Church Hauler home I made other arrangements. I picked it up after work and the INFO function works again. For my trouble I was offered a free 1st oil change. Would you let an oil change tech from this service dept change your oil? Enough of my rant, I am just so disgusted with domestic car dealers. I also have a BMW and they know how to treat a customer after the sale as well as during. This is the first Ford I have ever bought in 32 years of driving, not a good first impression.
Warranty Work Already!
- Thread starter tjcin
- Start date
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I can certainly empathize with you. It seems that American Car Makers & Dealers will never get the message. I will say that there is the very rare exceptional American dealer. I have owned new Porsche's, new Benz's and a whole lot of new VW's and every American make. The European Auto Maker's hold the dealers to a much higher standard. My wife bought a new convertible beetle a few years ago at a dealer about 30 miles away. She drove about 5 miles to a mall before heading home. While in the mall the radiator let go of the coolant in the parking lot. She called the salesman who went to see what had happened and met her at the mall. He gave her his car and said go to the dealer and he would wait for the tow truck and see her at the dealer later. The salesman new that she had just gone thru a lemon law buy back with Chrysler and convinced the sales manager to swap the new vehicles out even after all the paperwork had been completed earlier that day. I do not know of any American dealer that would have been so customer oriented. I thanked him for not having my wife wait for a tow truck and my family is on the third VW from them.
andrew_s
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I used to be a tech at the largest Ford dealer(at the time)in the Mid-atlantic/mid-south region and Ill tell you the service writers and managers dont give a damn about you. They are there to boost thier profit and thats it. Several times they brought a customer back to have me confirm what they stated needed to be done and 9/10 times I pointed what I wrote and explained to the customer and they seemed satisfied with my explanation. The I pointed to the other stuff the service writer/manager updated and said you dont need this...you dont need this...etc and explained why. The customer smiled said do what he said and nothing more shook my hand and walked away. The service writers were pissed, but I just laughed and said yall upsell unnecessary shit Im NOT going to back.
So dont always blame the tech. I know doesnt help the situation, ut just an old insiders look at a dealership and why I NEVER take my trucks/cars to one EVER.
So dont always blame the tech. I know doesnt help the situation, ut just an old insiders look at a dealership and why I NEVER take my trucks/cars to one EVER.
It's hard to believe, but I had to take it back today. The outside air temp indicator is stuck at 75 degrees and won't change. So next Thursday I have an appt to have it looked at again. Don't even know what to say!Getting back to the German cars, I had a BMW X5 that I bought used(CPO). The fuel gauge stopped working. They gave me a loaner, fixed the gauge the next day and my wife picked it up. Three weeks or so the gauge stopped working again. When I called and spoke to the Ser Manager, he asked if I was home. He sent a driver in a new 1 series to my house at 5pm and picked up my X5. Mind you it's a 45 minute drive. Brought my X5 back 2 days later and picked up their 1 series. That was a used car worth about $30k at the time. This is a brand new car worth 50K and and I know I'll never get that level of service. Boggles my mind.
rexster314
Full Access Members
Sorry about the problems. The 12 King Ranch I got last year just turned 17000 and not a minute's worth of trouble. The 09 Enclave had COPS problems within 60 days. Purchased a brand new off the showroom floor Charger (when they were real Chargers) got less than 75 miles on it and had a cracked head. You just never know.
I understand REXSTER314 that you never know. The old saying that if has "Boobs or Bearings" sooner or later you're gonna have a problem is always accurate. But when you had your problems, did the dealers take care of you? Loaner cars without a fight? Correct the problem right the first time? No damage to your vehicle? The list could go on and on. It's just my perception that domestic car dealers just don't get it. If your interactions are different, please let this forum know.
rexster314
Full Access Members
Here goes: On my 09 Enclave it turned out that year had a LOT of bad COPS. I took it to the closest dealer who turned out didn't have a clue. Second one 10 more miles away fixed it in a day. The Enclave (08-10) also had bad steering gears (rack) Mine was replaced once and repaired a second time with no lingering affects. Dealer was always helpful. Since I retired I didn't really need a loaner and didn't ask for one. They always had a courtesy shuttle that took me home and picked me up/I had a second car at home. Never damaged the car whatsoever. Realize this took place over a space of about 3 years or so. I probably would still have it if I hadn't hit that 130 lb deer in 2011
FordCustSrvc
Full Access Members
Hi, tjcin.
Customer service is definitely a priority for us, and we really appreciate having you as a member of the Ford Family. I want to record this feedback, so the dealer is aware of your concerns and can apply this feedback to future customer interactions.
In order for me to do so, please PM me your name, phone number, VIN, mileage, and dealer info, as well as any other information about your experience you'd like me to include.
Ashley
01yellerCobra
Full Access Members
I had to take my 08 in for some warranty work for the driver seat. I bought the truck used from a Chevy dealer and have an aftermarket warranty. The service advisor was really helpful. He was even nice to my wife who dropped it off the first time without me. I'll go back to him if I have further issues.
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Well, I kept my Thursday appt and guess what? That's right you guessed it, they couldn't fix it. The service dept contacted Ford with the problem and they were awaiting a response. I was told I would get a call when they got the response. It has now been more than 24 hours and still no response. I don't know if I want to just throw the f*** up or go buy a Suburban. Sorry all you Ford enthusiasts, but even though this is a minor problem, it is difficult to deal with this level of incompetence.
I called Ford's customer service on Friday the 13th and spoke with the district manager. She was supposed to call me with the status of the escalated case today. Since I had not heard from her by 4pm, I called her. Anyway, I have to bring it back AGAIN. This Thursday they are going to try some programming to see if the problem goes away. I'll keep you posted.
FordCustSrvc
Full Access Members
Hi tjcin,
I messaged you yesterday about this, but I know you are hesitant to send your personal info. If you PM me your case number, I can contact your regional customer service manager to find out when you should expect a call.
Ashley
FordCustSrvc
Full Access Members
Today was my appt with the dealer. The supposed fix from Ford Tech was a re-program of my instrument cluster. If that didnt work another new instrument cluster install and program. They tried the re-program and guess what? Pyschic Cleo says it didnt work and she would be right. I called my Ford District Manager before I left the dealership at 4:00pm and left a voicemail. No call back as of 5:00pm. Don't even know what to say!
FordCustSrvc
Full Access Members
Hi tjcin,
Your CSM should be giving you a call today!
Working on it, BIGRED03.
Ashley
Yudaman
Full Access Members
Please tell us this is good news to report to Ashley!
I have had Fords for many years as have several family members/friends, and I can personally say that your situation is an isolated incident...
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