Why are we as individual customers treated like we are numbers in their sales column?

I was OK with the first Ford (01), the second Ford (03), but now having purchased another one (03) I have been having problems with Ford's arrogance. They will not even discuss this with me. The "800" number people at the 6.0 liter Diesel division have no authority and are a waste of time.

Apparently Ford wants us the consumer to take up issues with a lousy dealer that is not at all helpful or forthright. So I am stuck with an unscrupulous and uncooperative dealer because they sell the 2nd most trucks in their division?

The problems are:

1) A small palm-size dent in the front bumper went unnoticed by be me upon delivery because of the dealer parking the front bumper so close to the building I could not see it upon inspection.
The next day, while washing it, I noticed it. The dealer and Ford refuse to do anything.

2) No owners manual even after 30 days.

3) A dealer installed Line-Ex that is paper thin and flaking off. Line-Ex will fix it, but what damage will it cause to the truck to take off the existing and redo it properly? Not to mention taking my time.

4) No voltage to the rear hitch wiring harness...which I found out when I really needed it...in the dark no less.

Ford is more concerned about keeping their dealers happy than their customers. Apparently owning 3 newer Ford vehicles makes no difference.

How can we deal with this arrogant monster in Ford????? A company that provides no customer service.

Please help with ideas.

Can we start a forum of legitimately unhappy customers so that Ford will actually help us. Why should always be buyer beware of not only Ford, but also the dealers?

 

Why are we as individual customers treated like we are numbers in their sales column?

I was OK with the first Ford (01), the second Ford (03), but now having purchased another one (03) I have been having problems with Ford's arrogance. They will not even discuss this with me. The "800" number people at the 6.0 liter Diesel division have no authority and are a waste of time.

Apparently Ford wants us the consumer to take up issues with a lousy dealer that is not at all helpful or forthright. So I am stuck with an unscrupulous and uncooperative dealer because they sell the 2nd most trucks in their division?

The problems are:

1) A small palm-size dent in the front bumper went unnoticed by be me upon delivery because of the dealer parking the front bumper so close to the building I could not see it upon inspection.
The next day, while washing it, I noticed it. The dealer and Ford refuse to do anything.

2) No owners manual even after 30 days.

3) A dealer installed Line-Ex that is paper thin and flaking off. Line-Ex will fix it, but what damage will it cause to the truck to take off the existing and redo it properly? Not to mention taking my time.

4) No voltage to the rear hitch wiring harness...which I found out when I really needed it...in the dark no less.

Ford is more concerned about keeping their dealers happy than their customers. Apparently owning 3 newer Ford vehicles makes no difference.

How can we deal with this arrogant monster in Ford????? A company that provides no customer service.

Please help with ideas.

Can we start a forum of legitimately unhappy customers so that Ford will actually help us. Why should always the "Buyer Beware" of not only Ford, but also the dealers?

 

This is the exact Reason why ford motor corp. Has fallen to the #3 spot behing Toyota!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! And Bill ford talks about getting back to the basics.... I guess Customer service is like number 9,999,999,999

Is this enough 9's to make the point?!

 

Feeling is the same here..and though I love my truck, will never, ever buy another FORD vehicle again..just no warm fuzzy and never responsive to customer issues, they definitely script their folks at the 800 number to be unresponsive and not give a hoot..

[1] @ 38,000 miles I almost hit a pole as I was making a turn and the truck shut off(power out on the F250 diesel 4x4 and turning responsiveness changes dramatically). Called the 800 # for roadside assistance and was glad to have it - but they wanted nothing to do with me, not after any amount of pleading and needed to travel the next day. ended up being a CAM Sensor - FORD 800 customer service would not do anything no matter how high I tried to escalate..they just didnt care.

[2] Had a brake issue where I found that the inside brake pad (rear driver side) had worn about 4x quicker than then outside, no squealers ever sounded [think because the outer pad was more than 75% still there] and jumped out of the caliber, having the piston grind the rotor down..only reason the pad was still there was it got hung up on the caliper. Called..offered pictures and said there was no way this should happen..they wanted nothing to do with it..

[3] Well # 2 just happened again this time on the passenger rear side...gonna call again and try - but they dont care.

anyway..you are not alone..

 

Guess because we are...

Sad *** story. Makes me ashamed to be drivin' the Blue Oval when I hear stories like that. unfortunantly, I have no legitimate advice for you.

 

I know this is a truck forum but to answer your question. and to tell by example. My parants just bought a 2003 taurus(brandnew with the A Plan), Because I work for ford. They got it on a Wed. I got to their house on saturday because they live 225miles away. As I was going through it Both Headlights loose!!!! Door rubbers on all 4 doors not locked in (pushpins) the bulk heads for the looms not locked in also!!! then there was the deck lid cover (trunk lid) not installed. And my dad was only given 1 key. On the monday when my dad went to the dealership with the list they told him SORRY NO CAN HELP!!!!!!! So I took the Friday off and went to the dealer with my Dad not believing this all could be said and done Sure enough Then I pulled my Ford ID TAG out told them I worked at one of the plants that make this style car and STILL GOT NO WERE!! We called the 800 number and they didn't give a sh__!!! I then went to work and went into the main labor relations office told them what had happened! they wanted the names of the service reps and who all we talked to. Which I got when we went back there. When they asked why I told them that When I talked to the people at the plant I worked and they wanted their names boy did their attitude changed. But that still didn't help with the 800 number. They said they would look into it. But that has been a month now and not a response back.
My point is What happens to people who personally can't go to some one and help get things done!!!!!!!!!!!!!!!!!!!!!!! They are Pissed off and very unhappy. This was the First brand new ford my Dad has ever bought!!! and will be the LAST because of it... He said atleast he had better response from the number one manufactor.... Sad isn't it!!!!!!!!! When the results came out about Toyota passing up ford in the number of sales. I brought this up and what happened with my 01 F250XLT and such and said WHAT DO YOU EXPECT!!! They all looked DUMBFOUNDED!!!!!!!!!!

 

Can you find another dealer? Some dealers are great. They don't mind doing warr work cause they get paid for it anyway. I don't understand why some dealers are being butts...when I worked at a dealership we tried hard to take care of our customers.
The times they are a changin... hope you get the help you deserve..

Dick

 

GaryJr,

I'm wondering what the heck Bumper-to-Bumper means? If it's under warranty it doesn't matter how small the problem it should be fixed...yeah I'm niave, I know.

I guess I bought my 01 F250 SD Crewcab from one of the good dealers. I had a rubber "bumper" fall off of the driver door and it was replaced immediately...I was happy with that. I broke the cover on the upper seatbelt mount...they replaced it for free even though I admittedly broke it myself.

For me it's so-far-so-good I guess.

 

I agree I was alsways under the thought bumper to bumer also. But this is the 4th dealer I have had trouble with since 1995, And I work for ford. Have you all noticed I use small letters on ford???! I Still own my 95 F150 and my wife had a 96 aurostar, from the same dealer We had troubles with them. Got my 2001 Supert Duty after shopping for 5 months. Thought I found a dealer that was great. So I got my wife a 2001 Taurus from them and then when we had to get things done troubles started from them! ( Oh we need to take pictures incase ford doesn't want to pay for it being fixed!) and others also my Parants car!
One of the things was that We were always told that anywere from $3000 to $5000 of the sticker price of the vehicle is figured in for warrenty work! I guess for thinks that their money before your warrenty runs out.
I told my wife I will run my trucks thill they fall into the ground Like I used to do before I buy another new one!
Then we will see who gives me the best deal!!!
Maybe by then ford will get their act TOGETHER AGAIN!
IHOPE

 

Is there some established Forum or Group associated with this Ford Enthusiasts site that has some clout with Ford? Is there a legal service (attorneys) that have some pull and/or experience in getting results with Ford?

Why should we as individuals have to spend $2,000 to $5,000 or more in attorney fees to get Ford attention?

It's too bad Ford is so awful in caring about us little guys (the consumers), they actual do have some nice vehicles over all.

 

Wow... I feel for you and am glad I've not had that....
I've had them drag their feet when I first bought my vehicles from them, but now that they know me, they've always taken care of me...

I have had to change dealers once when I moved and when they dragged their feet, I would calmly have a talk with the service mgr and then the genl mgr to see if they could rectify my problem.
BEFORE I went postal !

I guess I've always been able to find a dealer that would help... and I think that's where the response has to be...
ford is JUST like ANY big corporation.... customer service is not a profit center and not measureable in corporate america, so it may get Ad time, but not real support....

Some dealers GET IT and know a happy customer is a returning customer.... but it is still a financial decision to them... and if they don't think they will get their 'investment' back, they won't do the favor... would you ?

 

Gary Jr,

Since you work for Ford, maybe you can do some research with the administrative people and find out what agencies govern how car manufacturers and dealerships do business.

I have found that trying to go up the administrative ladder in a bureaucracy is like getting stuck in a loop in a computer. It's a circular, go-nowhere means to no end.

Dept. of Transportatioin, Better Business Bureaus, etc are some of the governing agencies I'd be looking for. Check out the dealership, too. Every one of them seems to have awards and plaques from some (?) governing body. Get info on who those agencies are as well and pursue it through them.

Point being: Ford and their dealerships are on the same team, so they're not going to dime eachother off. Now, you throw in an agency or governing body that affects how they rate and/or how they do business, OR... their perception in the public's eye... now you're cookin' with fire!

There are TONS of federal and state agencies that "watch-dog" the automotive industry. Get a few behind you and watch the cooperation come rolling in.

I did same with a sub-contractor and the home builder on my home. I found out they didn't line-up the chimney and the flute correctly and that ambers have been falling down the inside of the wall between the flute and the drywall. It took me to threaten their contractor's license before they "suddenly had time in their busy schedules to come up and fix that right away". I was pleasant and flexible at first. That quickly changed as I got the run-around.

The moral of the story: hit 'em where they breathe, eat, and make money.

Good luck,
Daryl

 

Xirrcap,

FYI, I just e-mailed the Dept. of Transportation, requesting they provide me with info about which agencies, both state and federal "watch-dog" major car manufacturers and their dealerships. When/if they respond, I'll certainly follow up with you and give you that info.

In the meantime, the light went on again and I remembered a couple other agencies for you to contact:

1. Dept. of Consumer Affairs, and
2. Bureau of Automotive Repairs

The latter of the two is federal, but has one Bureau for each state, so when you do a "search", make sure you look at the State of Washington's B.A.R.

I feel for ya, cuz I know things like this really chap my *** too. So, good luck. Go get 'em and be mean, persistent and insistent when you do. Unfortunately that seems to be the only way to get action... by being a complete A.H. with these people.

BTW, I saw a man driving a truck from a used car lot around the town where I live. He actually painted in big letters on the side of the truck, "bought from XYZ car lot for $X, $2500 to rebuild engine w/in a week". This is NOT a big town, so I'd venture to say that a majority of the 40,000 that live in the area have already seen it. Talk about your bad press!!! (not suggesing you do same tho)

Daryl

 

Check out BlueOvalNews.com

They presently have the phone numbers posted for all of the execs at Ford that head up Customer Service.

red

 

I have had the pleasure of dealing with a great Ford dealership. I can not help but think this is what makes the difference. I am not brand loyal and have had lousy trucks from all makes.

The last go around buying vehicles I bought 2 350's, a 250, an Expedition and a used Mustang - not all at the same time but over a short period and through the same salesman. I do not ask for the lowest price I ask for a fair price. I am shown the vehicles at my home or on a jobsite.

When I have service issues I call the salesman - period. He has had the vehicles picked up serviced and returned. Loaners when needed etc. Last week the Mustang went in under extended warranty - new trans $100 no questions asked.

Believe me I feel your pain - I've been there. As long as my dealership takes care of me this way I will continue to buy there no matter what they sell.

Just my .02