How many of you have had warrenty work done, and recieved a CSI(thats what it is known as around here) survey. The advisors at my dealership live and die by them, and I was just wondering what you rated the advisor, was it fixed right the first time, etc.

 

I responded to a recall for pads on my Styleside '04. The Dealer kept my rig for 7 hours. When I went to pickup my rig the Service Manager told me they could not do the work, and the body shop they would of subbed the work out to was booked. The Service Manager told me they would have to do some cutting, remove the pickup bed, remove the pads, reset the bed, weld, and repaint. I took the pickup home, lay on my back and scraped off the pads, cleaned the surface, and over two days shot 3 coats of primer under the fender where the pads had been located. Total labor, approx 1½ hours. I was going to let it go, but after several months I was so burned I wrote the Ford Customer Relationship Center on a formal, business format letter.

What seemed like the following day the Service Manager for the local Dealer phoned me at home asking for details. At this juncture the Dealership had been sold to a new owner. I advised the Service Manager of my circumstances and said candidly "The past service manager lied to me, and I use the word lie with no caution, but fact." The new service manger advised me that all the top heads of the Departments had been replaced by the new owner and the new service manager asked me to specifically ask for him and we would mend any problems that I may have.....I have yet had a reason to take my rig in for any reason. Other than this episode my rig is a sweetheart.

 

I have had a couple of them come to me because of warranty work. Both were in reference to vibration and bed movement. The first was a tire balance for the problem and I gave them a very good in all areas.

The second was for the same problem with a force balance of the tires. The advisor said it was fixed and it wasn't. So I rated them poor in all areas. Lo and behold I got a call from the dealer requesting I bring the truck in for re-inspection of the force balance work.

I took it in, they did the ABS recall and told me they would be ordering new tires. I had the tires installed. No more vibration or bed shake.

So for me, these evaluations have worked great.

 

While I had my problem child 04 I got 5-6 of them.

I take immaculate care of my vehicles. After one visit to try and cure the vibration I found 2 of my rims had been deeply sratched on the edges. I was told by the dealer that they had used an independent tire shop and were not going to fix the damage. When I filled out the survey and noted this, the gates of hell flew open, and I had 2 new rims and a hand detail within days. I did not blast the entire survey only the line that asked if the vehicle was returned in satisfactory condition. When I go to the dealer now I always get my truck back in extra clean condition.

In my case it had a substantial impact.

 

in case you don't know, ford doesn't care if you were very satisfied, they only want completely satisfied, it's rated like a pass or fail, only completely satisfied is acceptable, same goes for the fix it right the first time and other areas

 

My dealer will give you a free oil change if you bring the surveys in and let them fill them out. When you buy a car they used to give you a tank of gas if you brought in the survey you get from Ford from when you buy the car; now since gas is so high it's a free oil change. The service manager told me that you will also get a free oil change with the survey on service. I have fortunately not had any warranty repairs done so I have not gotten a service survey. Ford may not like it but I get a free oil change and I was happy anyway and would have given them a good rating anyway, so everybody wins!