First let me say I love my Ford Truck and I also like my dealer. This is my first experience with the service department.

Here is a text I got from the service department and my reply to that text.
only the names were changed.

John, it's Bob@Mydealer Ford of CITY. Thank You for allowing us to service your vehicle. How was your service experience? Rply STOP to OptOut.


If you rate service experience on politeness then it was great. However I brought my truck in for five reasons, two were Ford recalls (16S45 and 17B03), a noise in the steering wheel area, Oil change and tire rotation. I called the week before to schedule the work to be done and at that time I offered to give you the recall numbers and you said it was not necessary and you would look it up when I brought in the truck. If Ford was serious about the customer experience then they would take the recall information and order any parts necessary to complete the work. As it stands I now have to bring back the truck a second time to get the parts installed. Not very good customer experience!!! Also when I called you at 3:43PM you said that they had to order parts for the noisy steering wheel issue but I could pick the truck up, I said I would be there between 4:30 and 5:00. Once I arrived about 4:40 I was informed you or they forgot I wanted an oil change and tire rotation (written on the ticket) which was not done so I had to wait about 50 minutes for this work to be completed. Again not a very good customer service. After getting the truck home I noticed the oil filter had lots oil and grease on the bottom of it. I could not tell that it was leaking but I will keep an eye on it, I hope it was just sloppy workmanship. Hope this answer your question.

 

Let me guess, they didn't reply after that?

 

You got all that in a text???? Man, my thumbs would be tired.

In my experience, most dealers don't do squat until they have the vehicle in the shop. No way their going to order stuff ahead of time.

 

I hear you and agree that is how they do things but even in the recall letters they claim to be "building a community of happy, satisfied customers" (not my words). Perhaps they don't want to take that extra step and have great customer service.

Also I use a program on the computer call Message+ for verizon so I can use a real keyboard.

 

My wifes Fusion needed the modem updated last year, I provided the dealer with everything they needed to pre-order the modem, when we got to the dealer, had an appointment, the didn't have the part the service writer said 1 they dont like to keep special ordered parts on the shelves they may get damaged or installed on wrong car, also they have to physically see to car so we can prove we have the right car. And they can verify the vin. we had to wait 3 days for the part.

 

not yet....lol

 

I had an email from the dealer's General Manager asking how my purchase went. I responded with three items I thought they could have improved on. One of those was something the should have taken care of. No response. Want to bet the email for the "General Manager" is actually some low level flunky?

 

I called the service department needing an oil change (7500mi). Having the truck for one oil change cycle, I got a nail in my tire. I asked the advisor to replace it.

"Too warn? Replace two. I hate having plugs in tires. Period." I said.

"OK, see you on Wednesday.", the advisor said.

"Don't you want to know what tires I have so you can order them?"

"No, we'll see them when you come in."

 

I was not to impressed with my first oil change either. I have always done my own work and am a lifelong mechanic so i know how quickly these things should go. I was at the dealership for 1.5 hrs for an oil change and tire rotation with a set appointment. If it wouldnt have been a free one that was part of my included oil changes with my purchase, i would have been pissed with the wait time. Also i tried asking them to activate my DPF screen and they acted like i had no idea what i was talking about and said no one was there that could do that. These service shops only stay in business because they have a big blue oval on the building.