BStrummin

I know there are many accounts on here that push back on this concept all the time, but I wholeheartedly disagree that the dealer is not Ford and vice versa. If Ford allows a dealer to use their name then they are one in the same. And the horrible dealer repair facilities (of which mine is one) reflect negatively on Ford itself and the brand.

Pandaz3

I get what you are saying, but, if the dealer service department muffed it for you, I think you have a duty to tell that dealer and give them a opportunity to change their evil ways. Document it, take names, note times, actions. If the dealer does not fix the problem, then report it to Ford for a resolution. Always tone down your anger and act civil, you get farther.

D2Abbott

Sadly, service departments whether dealerships or independents have earned a less than stellar reputation. Because of this there are some folks that enter a repair/maintenance facility with negative feelings. It is our job to earn the trust of everyone that we see by providing service in a professional manner and treating customers with the respect they deserve.

Of course mistakes will happen along the way. Unfortunately there will also be untrainable employees that tarnish the process. Sometimes facilities have more bad apples then good. These shops are usually not successful or will continue to have a high turnover rate. It's these shops that people tend to overwhelm the forums with.

I promise that anyone who experiences a truly professional repair facility with technicians and service writers of longevity will not carry such a negative mindset around with them.

acdii

The dealer may represent Ford, but Ford Corporate is what dictates whether something is warranted or not. When you have a real issue and the service department is working to figure it out, and Ford tells them they will not cover it, you are screwed.

This is MY issue with FORD, not the dealership, but FORD. There is clearly an issue when the clear coat separates from the base coat, any body shop will confirm that, but FORD says it isn't their problem. Dealers hands are tied.

Issue with a 2013 Job1 Fusion Hybrid, Clearly had an issue with the way it was calculating MPG. Dash reported 38-40 MPG actual was 30. Gallons used never matched up with what the car reported, which Could become an issue as you could very well run out of gas while the car thinks there were a few gallons left. And to top it off, at 4600 miles all 4 spark plugs were completely fouled. Ford's response? No codes, no problem found, have a nice day now F off. My dealership however knew there was an issue, but could do nothing at all about it to repair it, but made me a good offer on another vehicle and bought back the car. Ford Corp didn't do squat, but the dealer stepped up.

digitaltrucker

While you are correct that a poor performing dealer reflects poorly on FMCO, they are still independent and FMCO will tell you that and further that they have no power to force a dealer to do anything. That is why they tell you to just go to another dealer, like thats all we have to do in our lives.

Yes I was told this by the FMCO consumer service at the 1 800.

Ifallsguy

Everyone seems to think this is only Ford. My brother drives Chryslers because he likes the looks (and a client of his is a dealer). He gets a new lease every year. The car he drives now has the same issue last year's car did, the adaptive cruise speeds up or shuts down for no reason. Chrysler says "it's not aware of an issue, no warranty". His dealer has, at their cost, swapped out all the electronics without success.


A friend has a 2012 Ram pickup he bought new. Still waiting on a recall repair from late 2012. Parts not available. Dealer told him just buy a new truck.

My late mother drove a 2014 Buick. The dealer never was able to align the car correctly due to issues with construction of unibody (their explanation). GM wouldn't warranty and dealer said nothing they could do until I went in and sat down with the General Manager. They bought back the car after they figured out I'ld continue to drive up to the Chicago area from southern GA and be coming in until this was corrected. That or I would park on the public street with a sign about how the dealer and GM wouldn't repair a vehicle that was poorly built (which the dealer did agree was the issue) and call local media (TV, paper, radio)).

My '16 Lariat had a bad vibration at 40-50mph. After going over everything they could think of (driveshaft, multiple road force and balances, axle bearings, etc) one of the techs found both rear tires (Michelins) were slightly out of round. Ford said tires were out of 12/12 warranty. When both I and the dealer contacted Ford, their tire warranty people never responded. The dealer replaced both tires at no cost. (And yes, tires were rotated, balanced and road forced every 5-6K).

Some dealers (friend's Ram dealer) don't want to work with you (finding parts), some need a nudge (mother's Buick) and some will do everything they can to work with you (brother's Chrysler dealer and my Ford dealer). And the OEM either will or won't do what you or I think they should. It's business: American style.

Vote with your dollars and find a car manufacturer and/or dealer you feel will give you the service you expect. You aren't tied to the selling dealer...drive a few miles for better service. You may like your F-150, but if all you get is a runaround from the only dealer in 50 miles, maybe you need to look at a different truck (Chevy, GMC, Ram, Toyota, Nissan, Honda), or at least develop a relationship with another dealer's service dept, even if you have to drive an hour to get there.

spotdog14

All I know is that the worst Ford dealership service department service I've ever got is leaps and bounds better than the experience I've had with my wife's jeep dealer. They should just be burned to the ground.

uood8

What ford and every dealer should strive to be like is Lexus....ever deal with their service? Pure bliss, waiting on you hand and foot...can't get your car to service, no problem they will pick it up and drop you off a loaner. No fights about who is paying what and warranty denied this or that. My father has a GS that the sensors in the door are going out one at a time, he is close to the warranty expiring and inquired how much he'd have to pay to get the last one replace out of pocket which they replied "since the others have failed lexus will pay for it even out of warranty, just let us know and we'll take care of you"

And before people go screaming that it is a luxury car....it is, with models starting at pricing comparable to a loaded taurus. The lexus GS msrp is 46k, which many people paid more for their f150's.

If lexus made a truck i'd be in one, just for the customer service alone.

acdii

Thats what sets a "luxury" vehicle apart from the others. No matter how much you gussy up an F150, it is still, and always will be just a Ford.

Lincoln needs to take notice too, you pay a "Luxury" price for a gussied up Ford( an MKZ is nothing more than a Fusion with different skin), so one should expect the same kind of service as with a Lexus, but that doesn't happen.

Masi1926

Stoneham Ford in Stoneham Ma, has been owned since the fifties at least.
I can proudly say that dealer since my grandfather started buying from the Melkonian family has been nothing short of excellent when it comes to service.
Even if Ford nose dives with their design or powertrain. I can't stray again.

I had two new Chevy 2500's. One good 1997, one piece of junk 2003. That's how I discovered that my area Chevy dealership's bite the big one.

Never again, will they see a penny of my money!