Escalation point at Ford

[Zig]

Sometimes good customer relations has it’s own write-off fund which is usually much cheaper than a poor reputation discussed by two friends, which in turn have two friends and they have two friends and their friends have friends and so on and so forth. And other times it’s nothing worse than what is possible while attempting to avoid flying debris flung from the government managed roadway targeting the windshield. Insurance claim?

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[Illini4]

Unfortunately Ford stopped monitoring this forum as of the end of the year

Monitor is all they did. All talk, no action.

 

[roadpilot]

Most dealers hate bad reviews on Google and Facebook. That usually gets there attention

They do not care. People still go to thier local dealership.

 

[roadpilot]

You may want to file a complaint with BBB. My daughter has filed complaints with them and has been successful resolving the issue. They’ll reach out and try mediate a solution . Most businesses don’t like negative complaints on their BBB rating.

The BBBs got out of this long ago. They just take cash to list local businesses.

 

[Mikestang24]

Correct. These are not huge, but can’t let this go. Car has 900 miles on it, garage kept.

I had my 22 bought back from Ford last year. The dealer I bought it from wouldn't help at all and had to go to a bigger dealer, Ford Corporate, BB Autoline, etc...... do the Google maps/review, that will wake them up quickly. They always go around my car with a tablet taking pics, and I always do the same when dropping off. To make a long story even longer my car was bought back, I got all my warranty refunds and ended up with a 24 for less than I owed on the 22. Before going the lawyer route, do the Google review with 1 star detailing the situation..... it works pretty good.

 

[smurfslayer]

I had my 22 bought back from Ford last year. The dealer I bought it from wouldn't help at all and had to go to a bigger dealer, Ford Corporate, BB Autoline, etc...... do the Google maps/review, that will wake them up quickly. They always go around my car with a tablet taking pics, and I always do the same when dropping off. To make a long story even longer my car was bought back, I got all my warranty refunds and ended up with a 24 for less than I owed on the 22. Before going the lawyer route, do the Google review with 1 star detailing the situation..... it works pretty good.

I can provide a little insight into the public review option. Some of them don’t even use a review system and in that case, all you can do is complain online on some venue the dealer doesn’t even monitor. Some of the moderately sized dealers with large customer bases do use the review system to keep an eye on things for when things are done right and wrong. Back in VA, I broke the moonroof on my Raptor (shocker !) Dealer ordered parts, called me “your parts are in”. Ok, connect to service to schedule the fix. I did. They ‘sold’ the moonroof rails to another customer. I drop my truck off, no parts, no call, it just sits there 4 days, so I call “hey, how much longer on my truck?” ... I gave them a few more days to procure and replace the parts. They didn’t.

Obviously, my review was ... disappointing. They did respond to me, re-ordered the parts, set them aside and scheduled me. This time they did the repair.

On the door lock recall, they came out to the waiting room - hey, your dynamat is in the way, we don’t want to mess it up, so what would you like to do. They took me back to the bay showed me what they wanted to do so I offered ‘here, give me the fancy scissors and I’ll trim it up’ If you have any other doors that need it, whack whatever you need, I can replace no problem’.

They got a solid review from me.

Ironically, the dealer I bought from, in the hinterlands didn’t have any online reviews I could find, but they were a family owned, no nonsense, no drama dealer. No hard pushes, no hard sells, just we got the truck and this is what we want for it (at MSRP).

If they don’t participate in some sort of customer service improvement program where surveys are taken seriously, you won’t get anywhere slamming them online. If they do, then you might.

Also, WRT the lawyer, it’s been a while but a “strongly worded letter” shouldn’t cost that much but if you need to engage them further it might.

 

[TimSez]

There are two routes I would suggest:
1) You always need to escalate properly at the dealership, first to the Service Manager in the Service Dept, then to the Dealer Principal.
2) If you already did that, the next step is Ford's Customer Relationship Center (CRC) at 1-800-392-3673. Even though dealers are separate entities, Ford defines common processes and trains dealers for consistency, and they are very concerned about customer satisfaction. I worked at Ford, and I always escalated this type of issue internally to the CRC for people who needed attention. If you know anyone who works at Ford Corporate, they can help get this attention if you are having trouble doing it yourself by sending an internal email or making an internal phone call. Good luck to you. I agree that Ford should step in if you exhausted the escalation chain at the dealership.

 

[MustangWade]

They should send you a survey for their services. Explain what happened on there and the dealership will contact you and you should be able to figure it out from there with the GM.

 

[robvas]

Sometimes you have to have bad luck with your local dealer to know they're a bunch of retards.

I had the power sliding rear window in my old F150 replaced one time.

They had to order the part 3 times. They had the truck for over a week.

While I was there, I asked if I could order a couple cleats for my bed rails. The parts counter woman was 100% sure that they were aftermarket and they couldn't order them. Even though I showed her the exact part on the Ford Accessories website, with part numbers, etc...

I only go to the dealer 1 town over now.

 

[SSuperDave]

Here is the cold, hard truth from my perspective, and hopefully any body techs can back me up on this. There are two ways to address this, one is by touchup and buffing, which nets a 95% result. The other is to sand and feather and base coat the fender, and clear the fender and hood and door for a proper blend, which is how it would be addressed if the fender were damaged or repalced.
This incident should have never happened, and the dealer was 100% in the wrong, but really, would you want all that work done for a chip? I sure wouldn't want to get into the facctory finish for that. Take a deep breath, touch it up, hit it with some 2000 paper a week later and buff.

 

[jimbo67]

Here is the cold, hard truth from my perspective, and hopefully any body techs can back me up on this. There are two ways to address this, one is by touchup and buffing, which nets a 95% result. The other is to sand and feather and base coat the fender, and clear the fender and hood and door for a proper blend, which is how it would be addressed if the fender were damaged or repalced.
This incident should have never happened, and the dealer was 100% in the wrong, but really, would you want all that work done for a chip? I sure wouldn't want to get into the facctory finish for that. Take a deep breath, touch it up, hit it with some 2000 paper a week later and buff.

Also it has been discussed before, the headlights are vented. It's normal to have condensation with the headlights. I had the same issue with mine when I washed mine in the cold weather. It goes away. Due diligence, (on the customer unfortunately, dont trust the dealer) possibly didn't even need to change it. Doesn't matter now. But I agree touch it up and don't open a can of worms. You will just have to refinish the fender. To do it properly the front cover, headlight, splash shield, rocker molding, need to be removed and re installed. The fender emblem will need to be replaced also.

 

[SSuperDave]

Agreed ^^^^^
Fogging of front and rear lights is normal, standing water is not.

 

[jimbo67]

Agreed ^^^^^
Fogging of front and rear lights is normal, standing water is not.

Right, Op said it was fogging. Water over the bridge. I could fix that in a heartbeat, you would never know and that is taking nothing apart. That is the best thing about this forum, research and you can get pretty educated.

 

[SSuperDave]

Quote:
Right, Op said it was fogging. Water over the bridge. I could fix that in a heartbeat, you would never know and that is taking nothing apart. That is the best thing about this forum, research and you can get pretty educated.

That is if you want to be educataed...

 

[Muledeerchaser]

File a claim in Small Claims Court. You can do it yourself without the help of an Attorney.
Most likely they will fix the damage so they do not have to go to Court.

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