I am just wondering how Ford and an owner can work out getting the right service for the owners broke down vehicle. Apparently Ford's Road Side Assistance will only tow to the closest dealer, or within 50 miles. Sometimes that may not lead the owners vehicle to the "right" place. I also know Ford corporate (not dealers here) doesn't want to play "favorites" with their individual dealers as that would look bad for dealer/corporate relations.

So my question, and I ask for those that are more away from home (which many of us are on our adventures), is:

What can be done in the event of a break-down to ensure that we get our vehicles to the best place we can?

Being away from home we aren't going to know the history of the "local" (to where we break down) dealers and their level of competency with, especially, the newer diesels. For example - here at home I know of a couple dealers in about a 100 mile radius that I would prefer do any of my service, and I also know of a hand full that I will steer clear of - one of them is quite unfortunate as its right down the street and I have an "in" there. If Ford Road Side Assistance ever hooks my truck (I hope not) I would prefer it go to one specific dealer. Is there anything in the support clause/agreement that would prevent this? As an owner I can choose where I want my service. However, a disabled truck would be unable to get there on its own.

 

You ever ger a survey after you go in for service? I get them all the time.

It would be nice if we could get a published list of the highest rated device depts with a separate rating for diesel service.

 

I have good sam roadside assistance. I have that as they will tow any vehicle I own. They will also tow whatever I am towing.

If I have my 5er they will tow it home or a campground.

I think one thing to do is speak with the tow truck driver maybe.

 

Scott, thats great advice there, the driver knows whats the better shop hopefully

 

Hate to say it, but in order to get your truck towed where you want you're going to have to purchase another roadside assistance plan. I have AAA, and with the plus membership they will tow me up to 100 miles anywhere I want it. They will also tow any trailer I have as well.

It's less than $100/year per driver, and worth it for the peace of mind!

Nearly every Ford dealer is supposed to be capable of working on a diesel truck, and therefore Ford won't tow it farther than the closest dealer.

 

Think about what you're asking for from a business perspective and you'll see that it is completely outrageous. If you had every owner asking to be towed to this dealer instead of that dealer, Ford's business would be run by exceptions and ad hoc requests and not by standardised processes that apply to everyone, are repeatable and most importantly, control costs.

Logistics would also be a nightmare. One customer will complain that they got towed to dealer X which is 25 miles away when they really wanted to go to dealer Y which is 250 miles away. Another will complain that their tow truck took too long because the previous customer just HAD to get towed to the 250 mile dealer. Customer service would spend its time resolving those complaints rather than focusing on resolving genuine issues and concerns.

The costs for administering the roadside assistance program would go through the roof too. Roadside Assistance is outsourced to local tow companies and surely the costs are negotiated in exchange for a promise of a certain volume of business. If a tow truck now has to tow 250 miles instead of 25 miles, imagine the difference in cost, then multiply that by everyone who thinks their dealer is better than the one that is within the 50 mile radius. The costs would be prohibitive to the point that Ford couldn't even offer a roadside assistance program at all!

Standards, rules, and limitations are usually there for legitimate business reasons and not just to annoy the customer. Yes, cost and margin are the primary factors. But Ford never claimed to be a non-profit business. They can offer this service BECAUSE the costs are well controlled.

 

Well, I have a little different opinion. And it is the Japanese one. A failure of a product is an insult. And it is even a bigger insult for that failure to happen in the warranty period. Repeat buyers come from owning reliable products. And if the product does fail, from superior service. What Rickactic is going through is a prime example of something that if it happens to me OR happens routinely to a group of people in similar situations and I know about it, will directly impact my decision to buy another product from the same manufacturer.

You don't buy the vehicle, you buy the whole package.

 

I agree with Marauder. My 6.4 was a disappointment. I am trying the 6.7, but it is the whole package. You need a good product and good service.

If I routinely need to utilize roadside service, I will go to another manufacturer to find a product that doesn't need service.

I don't worry about where my truck is towed. I don't plan to use it and if I need to worry that much about it, I bought the wrong vehicle.

I think I bought the right one though.

 

I would imagine, I'd pay the tow truck the difference in mileage from the "closest" dealer to my preferred dealer, if it happened around here.