Jon Diethelm

I guess I should have gone in to more detail on some of these. I am not trying to shove customers away, but after multiple attempts at a repair, even Ford customer service will recommend trying another location. And I don't want to or try to dismiss anyone in any case, these points were made based on what I have read on this forum. Stories being told about how people got their way, and think what they found on here is what's wrong with their truck, in some cases, it was even the previous body style. Reading what is typed is hard to understand how I am saying some things, and I know no one will ever agree with me on all fronts, and again, this was meant to be helpful. I apologize for posting something that possibly should have been differently, but writing on a forum doesn't always construe the same message as it would had I said it aloud.

Thanks again for all the feedback, I hope I can continue to assist some of you with questions on how stuff works from the other side. On a side note, I got my leveling kit and wheels/tires on today. It's almost done!

grimmwit

Thanks for posting. The perspective is welcome. I read as many of the replies as I could stomach. Got somewhere in page 5 and gave up. Was reminded of one of my guiding axioms, which would seem to apply here:

"No good deed goes unpunished."

Thanks again for sharing your perspective from the dealer side - it was very insightful.

acdii

Well, the dealership I have been using for 16 years now got a new service manager. The previous one got promoted and he knew me well, and knew when I mentioned an issue and a possible solution, he listened. The new guy didn't know this, and I had an issue with strange braking on a 13 Fusion Hybrid. He tried to tell me it was wear in the pads. He did not understand how brakes on a Hybrid work, and tried to argue with me on it because his wife drove one.

Well needless to say he did some research and discovered I was 100% correct and from that point on, if I mentioned a TSB as a possile fix for a problem, it was noted and sent tot he tech working it.

I put my trust in that they would get problems with my truck resolved. I had a 2014 Lariat that had BSM issues, brought it in, and they replaced the battery. A week later, back to BSM messages. I found a TS, thanks to this forum, and presented it. They checked, found it to be correct, applied the fix, problem solved. I also had issues with the remote start with range. I had to be no more than 20' or in direct line of sight for it to work, and not every time would it work. They tested it, found no issues and sent me on my way, it was still not fixed, again, thanks to this forum, found a TSB on the problem, which told me they didn't bother looking it up. The TSB nailed the problem and had a fix by moving the antenna from the dash to the headliner.

I lost all trust with them at that point, and turns out, during that period the second SM they had there had many complaints and was sent packing. I went back after I lost my 14 to a icy road and a driver who lost control, and I stated my reasons for not coming back for service the past year. My wife needed trans work on her Focus while still under warranty and I was very reluctant to take it in, but I did, and they did an excellent job, and in fact took care of another issue with a squealing belt that was not even mentioned.

Dealerships who take the time to know their customers will do a better job than those who assume the customer is an idiot. Those who do think the customer is an idiot wont have customers for very long.

Dealerships who take the time to research an issue to see if there is a TSB or SSM will do a better job at pleasing a customer too. Because most dealerships don't take their time and assume the customer is full of crap and hearing things are the reason we as customers take our time and research the issues.

As far as Ford and Dealership, Ford CSM can go suck an egg. They are the WORST when it comes to taking care of customers. When I had a glaring issue with a 2013 Fusion Hybrid that got terrible gas mileage and I stated clearly that what the dash was saying and what was reality were two different things, they told me I don't know what I'm talking about, the computer is saying that is what the car is getting. I told them, what the car shows, and what I actually use in gallons are not matching up. It went right over their heads. Car said 40MPG, real gas used was 32MPG. That is a HUGE difference. Then when all 4 spark plugs fouled at 4300 miles, I had enough, told them flat out, take this damned car and shove it. Ford CSR can kiss my *****.

Dealership agreed that there was something wrong and gave me a fair deal on trading out of it on something else. I had ordered a Job2 2013 Fusion Hybrid Titanium and bought it when it was delivered, and that car worked great, got over 40 MPG and the difference between when it said and what it actually got was less than 2 MPG tops. I felt vindicated and the dealer agreed that the other car had an issue.

In that case the dealer stepped up, Ford did not. I hope that my 2016 F150 is as trouble free as the 2014 was and I don't have to deal with Ford CSR ever again.

joe mcmillan

I cringe every time I read someone write about a "stealership".
The dealerships are just like any other business.
There are the good, the bad and the ugly.
The good dealerships and salespersons certainly outnumber the bad and the ugly.
The bad and the ugly only continue on because the unprepared customers allow them to survive.

OmegaF150

Well only bad dealerships and mechanics need to worry about complaints on messages boards.

This reminds me of trying to hire out handy work. Even though I'm handy, there's some things I'd rather not do. You'd be surprised how many guys want to get into a pissing contest with you. I purposely show them my garage after they come in with some ridiculous bid just so they know they wasted their time.

My father was a firm believer that being nice got you absolutely nowhere with these kind of guys.

I treat everyone I meet with respect. I don't yell or raise my voice. I just never bring my business back.

GREEN16

This brings up a point, you guys mentioned the surveys and what not... most people will only take the time to fill out a survey if you're pissed off and had a bad experience. If everyone took the time to praise a dealer online or in a survey every time they had good experience, the general outlook on 'stealerships' might be a bit different!

OmegaF150

Well you find me one poor stealership that wants to sell... I have a feeling the poor stealership I have a beef with hosed Ford out of more warranty dollars at my expense.

I told them my car leaked oil. They told me it was transmission fluid. Had my car a week and gave it back to me leaking oil.

Thanks to the OP. I now know why they didn't listen to me. Insufficient man syndrome. --Yes, I just made that up.

APCF150

My dad is the same way. Buys base everything because he never wants anything to break. He's also had his Suburban for 16 years. I admire that kind of commitment.

zx12-iowa

Its amazing at how one service advisor can make or break the experience/result. I finally had a bad one in mpls (not op dlr) and the guy said hed personally test drive my truck to see if the moonroof rattle was fixed. Well, he drove it 300 damn miles. Wtf. Lucky for him he wasnt there when i picked it up...

MNSportsman

iTrader: (1)

Jon (OP), would you consider starting a new thread and do an AMA (ask me anything) as it relates to your Ford dealership experience? I think it would be interesting and insightful to hear a former Service Tech, Service Manager and Sales Manager's perspective on various topics/questions submitted by the community - Some initial examples that come to mind:

What are your thoughts on tunes? Have you seen Ford void warranty because of them?
Thoughts on Catch cans?
Common issues you've seen on current gen F150s?
​​​​​
​​​​​I know there are other service techs and former engineers (and I'm sure current ones too) that are active on the forum but we do not hear from them too often as it relates to first hand experience. I think it could generate some interesting dialog and hopefully help better inform members along the way.

Anyway, thought I'd throw it out there. Anyone else find interest in this?