I was just told by a service writer that I was "not a loyal customer".

My last three purchases were Ford Trucks, two of them stickered in the mid 50k.

My wife drives a 2012 Edge. ( we were picking it up from service.)

I always service my trucks with MotorCraft parts, her Edge included.


I would think that makes me a loyal Ford customer.

Has anybody else been told they are not loyal?



I wonder how Ford feels about their customers being told that?

 

If he wasn't joking, then the way I see it you're a loyal Ford customer, but in his eyes maybe not a loyal service customer aka "easy mark." Like you owe it to them to bring your vehicle in for things you can do yourself…things you can do quicker, probably better, and certainly for less $$.

 

Interesting. Can you give a little more info as to what led to the conversation?

I've never been told anything like that. I consider myself to be a loyal Ford customer. I've had several Ford trucks over the years, and it's the only brand I buy.

 

Picking up the Wife's Edge, 2.0 ecoboost, fuel pump went out just under 30k miles.
They took care of that, changed her oil and did a couple of minor recalls.

We paid for the oil change and let them do it just because, I usually handle it.

I was telling him my '13 Platinum steering wheel radio controls were acting up... changing function ect: volume control changes station ect.

Truck has been in service 18 months.... but has 53K miles.

He said "Ford would do nothing for me". They would look up the records and see no maintenance and determine I was not a loyal customer.

He said the dealership would do the same.... I asked him about the sales department.... he avoided that.


I have an ESP that will cover it minus the $100. deductible.....


Jeep covered a radio for me once... I was way over on miles but still less than 3 years...... miles usually don't affect the radio.


As a side note.... if you buy there they do oil changes for $11.95... I still do my own.... The Edge was bought at a different dealer and we pay regular price for it.

 

WOW! Crystal needs to chime in here and send a shower of Ford scolding down on this dealer.

First off, loyalty is EARNED with each service, each visit and every sale. You've been loyal to FoMoCo and now he spits on that.

His business must be booming.

edit: I just PM'd Fordservice, hopefully Crystal will see it monday morning.

 

Dealers have very little control over warranty anymore. Ford will tell you to take it to the dealer for warranty, but will not let the dealer make the call. Dealers must take pictures and all sorts of hoop jumping to get warranty approved sometimes.
When it is out of warranty, it is out of warranty, period. The exception might be a failure that is way out of any expectations by anyone.
I would hate to have a dealer that would tell me, I am not a loyal customer. I would be out the door.
Just my .02 ramblings. Good Luck.

 

Loyalty? Who the heck CARES? Seriously.

You bought the truck with the expectation of good service. When you use up this truck Ford would prefer you to find yourself in a new one, not one of their competitors. So if you didn't have the ESP you could call and complain to customer service and see if they would be willing to pay for the repair.

I've heard of customer satisfaction funds being denied for customers being rude, but never because you didn't pay for dealer service. I know Toyota didn't accuse me of disloyalty when they covered half of a differential failure on my minivan. That's because, to an automaker the big dollars are in the sale, not the service.

 

Credit card issuers call folks who pay their bill off each month "dead beats", too.

Sent from my iPhone using IB AutoGroup

 

In some ways this is my own fault.

But I was trying to be loyal to the dealer I bought from.

I took the truck there for my first free oil change... everything was great.

Then when I took it in for the first paid change, they tried to up sale the crap out of me. Tire rotations ect.

All that had been done.

I just wanted the simple $11.95 oil change.

19k on the truck and they were trying to sell me an air filter.

I told them the book says 30k and he argued about that.

Guy told me they had to "treat their customers like they are idiots".

I sent an email to the dealership after that, No response.

It was a different guy.

I think the Mechanics are good, its those aggressive commission paid service writers that are killing their "customer loyalty".

They have one good writer that I know of...... He is always booked and it usually takes a week or more to get him.

A lot of the diesel guys will remember him... Cochise.

 

I am the most DISloyal customer there is. I buy who will sell me the best vehicle for the best price. I give Ford the first chance but I've bought Ford, Dodge, GMC, and Cadillac.

With that remark I would have asked to see the general manager and if I wasn't allowed to see him I would never darken the door of that dealership again and would let the GM know why.

 

In my life I have bought 6 new trucks.

4 Fords, 1 '98 Chevy Z71 and 1 '91 Dodge Dakota w/318.

The last 3 in a row have been Fords.... I simply prefer Ford.

They have proven to be more reliable.

The next Truck I buy will be from the Ford dealer who gives me the best deal.

I can use Xplan if needed.

 

The only people you need to be loyal to is yourself and you fellow FORD TRUCK OWNERS and this Forum how many of us have gotten a E.S.P plan to cover all of the Technology that these trucks have, the biggest Quest is finding a Honest dealer to service the repairs if needed at least we have a better chance of a Quality made vehicle there are some flaws but thats what the game is all about its how well you play it that counts.

 

Everybody is always under pressure from higher ups to make the sale, that's their job after all. "They" probably hate it too. When something is "free" guess who the product is.. You!

When I bought a used Ranger they tried real hard to push an "extended warranty". Ford has an excellent powertrain warranty and such, and had two years left on that at purchase. As a practical matter it's fun to pull their chain e.g. "What are you talking about, don't you guys stand behind your product already??" "Say.. What's wrong with this truck anyway, you guys must be hidin' something from me.. Maybe we should just forget the whole thing."

Anyway try not to get too spooled up about it.

 

Lol I had a similar experience trading the 04 6.0 on the F150. After the huge sales pitch for the ESP I said no thanks. He was shocked, mentioned what a good idea it would be due to all the electronics and computers and such. I replied that F250 diesel has 147k on it and AFAIK still has all the OEM computers. If this is a problem maybe I'll just get back in that and go home? He changed his tune, and I smiled and said I have up to 5/60 to purchase the ESP right? He said yes, and I said OK I'll take the 150 then

 

Lets see:

A 1980 F-100
1993 XLT Supercab
2-1995 XLT' Supercab
1993 FORD Conversion van
1995 FORD Conversion van
1996 XLT Supercab
1997 XLT Supercab
2001 XLT Super Crew
2002 King Ranch Spercrew
2010 Lariat Supercrew

ALL new

USED:
1997 XLT Super cab
1998 FORD Escort ZX2 Cool
1995 FORD Thunderbird 40th Anniversary Edition
1974 Mercury Cougar XR7
2006 Mustang v-6

I have my service work all done at my local FORD dealer.

I'd like them to tell me I'm NOT LOYAL !!!!!