Customer service sucks
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Freshman User
Joined: Aug 2005
Posts: 49
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From: Whitehorse, YT
Customer service sucks
I have a 2009 f150. The truck has been in the shop 8 times for climate control issues. I am waiting for a heater box assembly now. I have called customer service and have gotten no service at all. I kept emailing and no one one would call me back. I finally got thru on the phone. A servcie manager told me the case has been closed. I called again and another manger told me the same thing. This has been going on since july 10 2011.The managers did not have the guts to tell me themselves. They had people speak for them. Ford customer service is no good at all. My loyalty to ford is done. Ford will not help me or work with me at all.
FTE Legend
Joined: Aug 2004
Posts: 37,887
Likes: 20
From: North Central Rural Sask.
I hate to say it man, but its not just Ford.
Now a days customer service in alot of place/industries/countries/etc. has gone to sh17.
Seems to be the way of the world, unfortunately.
I imagine it really sucks way up north as well, where there most likely is only a few places to deal with.
Now a days customer service in alot of place/industries/countries/etc. has gone to sh17.
Seems to be the way of the world, unfortunately.
I imagine it really sucks way up north as well, where there most likely is only a few places to deal with.
Super Moderator
Joined: Jan 2008
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From: Maine, Virginia
Good customer service doesn't mean that the customer is always happy. Just because Ford and the all the other makers have tightened up on warranty monies, it doesn't mean their service sucks.
To the OP, I'd go after the dealer if I were you. You may not have 8 separate claims that you speak of. It depends on how the dealer wrote them up as they occurred.
I have never had any issues when calling ford's customer service hotline. The three times I've used this option, I've been greeted with respect, courtesy and an all out attempt to satisfy me. They've yet to disappoint.
To the OP, I'd go after the dealer if I were you. You may not have 8 separate claims that you speak of. It depends on how the dealer wrote them up as they occurred.
I have never had any issues when calling ford's customer service hotline. The three times I've used this option, I've been greeted with respect, courtesy and an all out attempt to satisfy me. They've yet to disappoint.
Senior User
Joined: Jul 2011
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And it's different between dealerships too as there is one specific dealer that I went to and both their sales and service guys where pretty rude. But that's been the exception for me as the other two dealers I now frequent have been nothing short of outstanding.
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Freshman User
Joined: Aug 2005
Posts: 49
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From: Whitehorse, YT
When i did call customer service, the ladies that helped me were great. The managers sucked. The truck went in 4 times for heat coming out of the ac vents while cold came out the pasenger side. They replaced a blend door, hvac module, tightened screws and bolts. The other 4 times were for a squealing noise when the fan was on the number 4 speed. two fan motors installed, screws tightened. Bolts adjusted. Now waiting for a heater box.
Posting Guru
Joined: Nov 2010
Posts: 2,027
Likes: 7
From: 46th State
We have to keep in mind that Ford dealers are privately owned. It is incumbent on the dealership owner to see that the staff is well trained and equiped. Talk to the management staff or the owner if possible. Go to a different dealership service department. If you get the same results it’s a pretty good indication that they may be right or your expectations are a bit to high. We can appreciate anyone’s frustration when they have a valid issue with their truck.
One only has to be in the drivers seat when issue arise and this is by no means saying that some people don't have legitament complaints. When all else fails, drive a Dodge.
One only has to be in the drivers seat when issue arise and this is by no means saying that some people don't have legitament complaints. When all else fails, drive a Dodge.
Super Moderator
Joined: Jan 2008
Posts: 40,024
Likes: 1,519
From: Maine, Virginia
We have to keep in mind that Ford dealers are privately owned. It is incumbent on the dealership owner to see that the staff is well trained and equiped. Talk to the management staff or the owner if possible. Go to a different dealership service department. If you get the same results it’s a pretty good indication that they may be right or your expectations are a bit to high. We can appreciate anyone’s frustration when they have a valid issue with their truck.
One only has to be in the drivers seat when issue arise and this is by no means saying that some people don't have legitament complaints. When all else fails, drive a Dodge.
One only has to be in the drivers seat when issue arise and this is by no means saying that some people don't have legitament complaints. When all else fails, drive a Dodge.
That's too funny! I always tell people that when all else fails, get a Toyota.
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Hotshot
Joined: Sep 2010
Posts: 10,459
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From: RVA
That's the ONLY way you'll find me in one...once there is absolutely nothing.else.left
Customer service is a tricky thing...it's like calling someone "normal"...because who is the measure/control of the normalcy?
I'm in CS in the title industry and it's a constant battle. When the customer feels they are in the right, then it can be nearly impossible to convince them of anything besides that. The only advice I can give you is to keep a level head in all discussions, especially if you elevate to Ford corporate, and like others have suggested, seek out another service department if that is possible.
Customer service is a tricky thing...it's like calling someone "normal"...because who is the measure/control of the normalcy?
I'm in CS in the title industry and it's a constant battle. When the customer feels they are in the right, then it can be nearly impossible to convince them of anything besides that. The only advice I can give you is to keep a level head in all discussions, especially if you elevate to Ford corporate, and like others have suggested, seek out another service department if that is possible.
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Senior User
Joined: Mar 2011
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From: Sedalia, MO
I could drive a dodge if I had to... I'd be sad but I would manage.
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From: Maine, Virginia
Elder User
Joined: Jan 2009
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From: Cecil County, Maryland
Change dealerships. The one around my area can't work harder for their customers. Any problem they will go to bat for you. It does help that they are the biggest small dealer on the border of three states. I know my son had problems with a dealership (Jeep) in NH, so he crossed the bridge to ME and got the service he wanted. As stated before it's just not Ford with customer service issues, most companies have these problems (rude not caring people). I think it's the mind set of some to treat customers as "lower then I". They have such meaningless lives this is only power they have, dumping on the customers. Chris
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From: Maine, Virginia
The Ford dealer that I was loyal to for over 20 years treated me this way after I purchased my 2004 Expedition. The service manager acted like any and all repairs were coming from his personal expense account and after numerous complaints about this guy, he still was kept on the pay roll and or never held accountable.
I changed dealers (I hate change) and I've been treated like a returning wounded warrior ever since. They realize that they have to earn my business and my trust everytime I spend a nickel in their store. They make me feel respected and appreciated and they bend over backwards to assist me going way beyond the scope of my expectations.
My former dealer's general manager contacted me recently to advise me that the service manager was no longer working for them and that they would love for me to return. I'd pay my new dealer $1000 more for the same vehicle as I KNOW it will be service and I will be taken care of. This numskull lost two sales in a 12 month period from me alone.
I changed dealers (I hate change) and I've been treated like a returning wounded warrior ever since. They realize that they have to earn my business and my trust everytime I spend a nickel in their store. They make me feel respected and appreciated and they bend over backwards to assist me going way beyond the scope of my expectations.
My former dealer's general manager contacted me recently to advise me that the service manager was no longer working for them and that they would love for me to return. I'd pay my new dealer $1000 more for the same vehicle as I KNOW it will be service and I will be taken care of. This numskull lost two sales in a 12 month period from me alone.
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Joined: Jan 2010
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I agree with the OP. The Ford Customer Assistance Hotline is a JOKE !!! I bought my truck new off the dealership lot in March. Less than 2 weeks later I noticed the plastic on both my side mirrors was starting to flake off. I took it to the dealership and they agreed it was an obvious defect. Ford rejects the claim saying it looks like road salt spray or some other chemical has eaten away the plastic (mind you that both side mirrors were doing this in exactly the same places on both mirrors). I countered by saying I had owned the vehicle for 2 weeks and hadn't driven in any conditions like this. They said sorry, case closed. Called Ford customer assistance, they said sorry, Ford has made their decision. I asked the dealership if they would absorb the cost of replacing my side mirrors since I have been such a loyal customer (even when they agreed that it was a defect from Ford) they said sorry, tough *****. I quickly reminded them that me, my family and friends I've referred to this dealership have purchased 14 new vehicles since 2001 off their lot. They didn't even bat an eye and wished me good luck getting my side mirrors replaced. I've bought my last Ford !!!!
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From: 46th State
Super Moderator
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From: Maine, Virginia
Do your homework my good friend. I shamefully say that the Tundra is more American made than my beloved F150.