Ford Corporate Customer Service
Senior User
Joined: Jan 2002
Posts: 320
Likes: 27
From: Lafayette, OR USA
Ford Corporate Customer Service
I was told, the last time I took my truck in, that the dealership was told they could not reprogram the computer to compensate for my new, taller tires, and this was for the 2002 model year only. The service manager had no idea why.
Never being one to take rejection, when I got home on Friday, I called the Customer Service Center. After many button pushes, and waiting on hold listening to elevator music, and being transferred twice, I got to talk to a real person...in Toronto, Canada. After explaining to him the situation, and being put on hold twice more, he stated that no-one there could find any reason why the dealer would not be allowed to recalibrate my computer for the larger tires. He promised he would research more on Monday when the tech people were available, and contact me no later than Monday, 4:15pm, Toronto time.
Yeah, right, I thought :-X23 . No call at work yesterday, I figured I had got blown off. I got home, 3 messages on the recorder!! First message is from the MAIN manager (NOT the service manager) of the dealership, stating they had been contacted concerning this, and they would be resolving immediately. Second message was from the guy in Toronto, giving me the specifics of the problem. Third message was from the service manager, asking when they could get my truck in for re-calibration!!
I didn't pay much attention to the techno-babble, but apparently there are two programming/diagnostics machines they use to perform service. The main machine is the one they use to do things like recalibration, and most of the diagostics. There is currently no way in this machine (software) to perform a recalibration on the 2002 models. However, there is a work-around with the other machine, I don't know what's involved.
So, in the end, I'm getting my computer recalibrated for the larger tires, and the dealership is learning something new. Too bad I had to go through the hoops for it to be done, you'd think the service dept would've pursued it for me. Such is life.
kyle
Never being one to take rejection, when I got home on Friday, I called the Customer Service Center. After many button pushes, and waiting on hold listening to elevator music, and being transferred twice, I got to talk to a real person...in Toronto, Canada. After explaining to him the situation, and being put on hold twice more, he stated that no-one there could find any reason why the dealer would not be allowed to recalibrate my computer for the larger tires. He promised he would research more on Monday when the tech people were available, and contact me no later than Monday, 4:15pm, Toronto time.
Yeah, right, I thought :-X23 . No call at work yesterday, I figured I had got blown off. I got home, 3 messages on the recorder!! First message is from the MAIN manager (NOT the service manager) of the dealership, stating they had been contacted concerning this, and they would be resolving immediately. Second message was from the guy in Toronto, giving me the specifics of the problem. Third message was from the service manager, asking when they could get my truck in for re-calibration!!
I didn't pay much attention to the techno-babble, but apparently there are two programming/diagnostics machines they use to perform service. The main machine is the one they use to do things like recalibration, and most of the diagostics. There is currently no way in this machine (software) to perform a recalibration on the 2002 models. However, there is a work-around with the other machine, I don't know what's involved.
So, in the end, I'm getting my computer recalibrated for the larger tires, and the dealership is learning something new. Too bad I had to go through the hoops for it to be done, you'd think the service dept would've pursued it for me. Such is life.
kyle
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