Jon Diethelm

I agree that bad service gets bad survey, What I meant by that was more so to not use the survey to get what you want. Give them an opportunity to fix their mistakes had they made any,
Jon

Enoch

I took my wife's 2013 Taurus in to the dealer for "The Works", 39.95. They charged me for the dealerships version, "Astorg Works", which is about $12 more. Also charged me $24 for an air filter that I could get for $11 on Amazon. They said they average the cost of air filters and everyone pays the same? Never again!

Yes, I gave them a bad survey. The bill was very confusing, but I basically bought 3 products, "The Works", air filter and an extra quart of oil. The bill was about $12 over what it should have been. There were other issues with inexperienced staff, but I was honest in the survey.

Bottom line, my next service is going to be free . I was about ready to stop using that dealership forever, and we've bought 5 vehicles there.

LoneWolfTrucker

This brings up another point. Don't punish your sales department for sins of the service department. Bad experiences at the service dept doesn't mean you can't buy your vehicle there, just take it elsewhere to be services.

Enoch

I tried to get a hold of them via email WAY before I got the survey, but they didn't respond. I was told the dealership created email accounts for the different managers and didn't tell them?

I prefer email to get the conversation started, however it ended via a few phone calls.

Xlt5

I'm sorry, but the part about not giving bad reviews or poor surveys is nonsense (as long as one is warranted, of course).

I'm sure not going to give a positive review if my experience was not favorable. the fact is that many dealerships have people working there who are incompetent, and some have people who do not respect their customers and treat them like garbage. Giving a bad review and going to another dealer is a perfectly acceptable response, and is for any other type of business as well.

I see your point about giving them an opportunity to fix mistakes first and I do agree with that to a point. they may still warrant a bad review imo, depending on how everything was handled.

Enoch

Correct, I know the dealership is several businesses with one overall name, but at the time there were other issues that the dealership was doing that rubbed me wrong.

All is good after a long conversion with the Service Manager.

BabyboostFX4

That's funny! Step 1, don't believe anything you read on the internet regarding your truck. Step 7, do your research on the internet and believe all those prices you see on forums as gospel!

OmegaF150

I feel bad for my old sales rep. I signed 4 cars with him in 4 years. 3 of them over the phone with little negotiations. Needless to say I was one of his premier clients and the dealerships as well. I went out of my way to let him know every time I had an issue with the vehicle. Often had him arrange the service.

shelteredraptor

Yeah, me too. I walk in, fill out the form, have a 5 minute discussion, done. Sucks for him. I bought 3 trucks over the phone, sight unseen. I bought my '17 Raptor under sticker when everyone is paying stupid high premiums over list.
Oh, and he's my neighbor that I fish with occasionally, not that makes any difference....

Jon Diethelm

I think many of you are missing the point and thank you to LoneRanger for the commentary. Much of this is not based on the dealership view of the customer, this is of a customer view of what I saw every day. I too cringe when I am at a location where people are attacking the staff over something. It is much easier to have a conversation like a civil person than be an arrogant *****. It will go a lot farther. Also, I didn't say to not do research, but out of the millions of vehicles manufacturers sell, there may be a few cases on the internet of a concern, similar to yours, and it's ok to mention it, but don't expect them to do that exact repair. There's a chance a TSB or SSM doesn't apply to your vehicle. My point was to let people do their jobs, if they miss it, bring it up. But they will not and cannot print on an RO "customer saw TSB 14-XXXX." Ford will not pay that claim because they did not follow the procedure as outlined in the Warranty manual.

And Raptors are @ or over sticker. Like I said, unless you pay sticker, they don't make that much money.

I appreciate the feedback and this was meant to be educational post on how some stuff works, and how to avoid problems, not an argumentative post, but thanks again.

I am definitely not condoning a bad service department. I do agree, that some departments need some work and help. But that's with anything, even Target has crappy employees. But the service department is again NOT Ford, but you are correct, they are the first step in reaching out to Ford, in many cases, it's the service department that drops the ball. Even when "lemon law" is brought up, I can't make a part appear... But I will try everything I can to get Ford to find me one.

Thanks again all!

Jon