Without boring you with too many details I just wanted to vent about how disappointed I am with FoMoCo and their dealer representative. Long story short. Purchased a 2011 F250 Lariat Fx4 extremely loaded with options exactly one year ago. Been having issues for about a month now with no resolutions. All started with Nox sensor recall and now seems like I'm having more and more issues. Horrible "hooting" noise while driving into crosswinds, inner door parts having to be replaced, defective power folding mirror, error messages coming up on dash at start up and randomly throughout my daily commute...
( trailer connected, trailer disconnected, trailer wiring fault error messages), and now AC is loosing power and fades in and out. Took to dealer last Monday only to be told that they couldn't even LOOK at the truck for 4 days bc they were so understaffed and that it woukd take at LEAST 3 days to address all the issues however suggested I leave truck there. I agreed to leave truck if they could provide a loaner for the inconvenience and was told that wasn't going to happen so i walked out. I was confused why i was getting this kind of service on a year old truck with 12k miles under full manufactures warranty. Called the service manager next day to explain my frustration with the truck and the experience I had at dealership but he didn't seem to care and said there was nothing he could do. Called corporate immediately after talking with service manager and felt like I was getting somewhere. Was given a case number and was told ford would provide a rental for as long as it took to get truck fixed but was told not to take truck back to dealer until I heard back from corporate approx 2 days to get everything in line with rental and dealer. 2 days later... Never heard back... Called next day, they happily told me there was no record of me calling. Lucky for me I asked for a ref # and once I gave that too them they magically found the history. case got escalated to a district service manager for the dfw area who was nice and accommodating however it took 3 days for her to get in contact with dealership service manager... Was told to take truck in today and everything would be handled appropriately however once I arrived at dealership service manager had no idea about my issues and claimed nobody from corporate ever called or spoke to him... Got into a loud shouting match with him as we were both yelling and frustrated. Luckily the general manager overheard and stepped in to help resolve the disagreement. Believe it or not this is The SHORT version of my experience... Overall Im disappointed that I spent 60k on my FIRST Ford vehicle and getting treated like this and getting such horrible service... I have purchased numerous vehicles from many different manufactures and have NEVER had to go through any of this. I have always been treated kindly and have never felt inconvenienced in any way! I have always gotten service with a smile. I know the problems im having with truck are small compared to what others may have exerienced but What ever happened to a "Yes sir, we will get that taken care of, no problem" kind of attitude? Hopefully it all gets worked out and the truck gets fixed and I can move on but it has without a doubt left me feeling like I made a mistake purchasing a Ford Truck and feel like I never will purchase a Ford product again...

 

Welcome to Ford service after the sale. I heard numerous similar stories and have a few of my own as well. Enjoy your truck and hope it never needs service again.

 

I have to say my service dept. has been pretty accommodating. They have treated me pretty good. The service mgr. was the sales team mgr. when I bought my truck. Plus I've known him since he was a high school kid trying to make it big in bull riding. His dad and I worked together for 22 years and I used to hire his folks for lawn care. Poor kid doesn't stand a chance does he?

I hope you receive better treatment soon. There's no excuse for poor customer service. You shouldn't have to resort to threats to be treated fairly. In the 16 years I have had a small business, not one of my customers can say that I treated them bad or sold them an inferior product.

 

Welcome to the Ford Truck ENTHUSIAST website. Happy 4th of July.

 

Welcome to the Ford Truck Enthusiast website. Happy 4th of July.

 

I guess it's a "win or lose" world with Ford. There are people with great stories of service & warranty approvals, then there are the bad ones. I have to say that I love my service dealer. I promise you I'll never buy a truck from them, (bad sales experience, twice) but they'll service every Ford I ever own as long as they continue doing what their doing.

 

Sorry to hear of your frustration. Seems alot of things are going that way these days. We hired someone at the office just to follow up with others that had made commitments to do things. Crazy. I must say that the dealership I use has been great. I have had quite a few minor issues and all have been taken care of professionally and timely within their control. I say that tongue in cheek as I am currenty waiting for my 4th reductant or DEF pump. Been a week now but that is not the dealership.

 

Dang, frustration is not fun. Personally, my solution is to go to a small town dealer. Not too small, but a medium sized place. A successful small town dealer is the safest bet for personal service, regular customer recognition.

I also invest time just going there and visiting. Get a cup of coffee, talk to all the guys, bring em donuts every now and then. It's a two way street.

 

jmofo, where are you located?
bdc001 made me realize that my location was my biggest issue after I wrote a similar thread. Here they do not have to work to sell truck and the service IMHO is very poor. Mine was in the shop for 20 days in 3 months and nothing was ever fixed. I spent thousnads on rental vehicles.

Seems good service is pretty hard to find around here. There is a 2 week wait to get your truck in for anything.

Thanks

 

Remember that Ford doesn't own any dealers, they are all independent franchises that have an agreement with FoMoCo to sell and service their products. The FINAL authority at a dealership is the owner of that dealer, not Ford.

So it may be disappointing about the miscommunication with Ford Customer Service, but the rest of it is 100% on the dealer. Ford can work with them within their franchise agreement to get things taken care of, but at the end of the day the dealer is an independent franchise.

 

My selling dealer, if they have a loaner I always get one. If there out I will come back when they do have one. The service now that they realize I don't play games treat me and my truck well.

 

Yeah the service manager reminded me of that crazy, which only irritated me even more to say the least... I said its funny that "your not ford" but you've got ford on your shirt, on your dealership, you sell ford vehicles, you get paid by Ford for servicing Ford vehicles... None the less you represent ford and your definitely not representing the manufacture in a good way. So I reminded him how much they represent ford positively when they want you to sign paperwork on a new vehicle.. I'm located in the DFW suburbs, Frisco to be exact.

 

Prob same as here then, they sell too many trucks to care.

 

We have a user here on FTE who is a diesel mechanic in the DFW area, I'll send him a PM.

 

JMoFoMoCoF250,
If you're not too far from Frisco go to Bankston Frisco and ask for Marvin, the Service Manager. He came from BMW and Mercedes and knows how to treat customers. We've had several Benz and it's worth every penny for the service and no hassle IMO and experience. Good luck. I had one snafu with a service tech and he resolved it ASAP. He is bringing a whole new level of customer satisfaction to this brand I believe.