Issue with dealer, what would you do?
12-25-2016, 02:38 PM
#11
Senior Member
When I buy a vehicle, I deal with the GM to buy it (who assigns me a rep that does things the way I want) Prior to buying, I go meet the Service Manager. I introduce myself, and tell him I prefer to deal with the person in charge.
Now when I have a question, or I'm going to bring it in, I ask him / give him a heads up. "Mark, FYI bringing my truck in next week for X to be done. Do you have specific person and day/time you want to have work on it"?
When Ford issued the battery reset TSB, I read up on it (here) and then emailed him and asked if that was correct and if he would do it. He agreed with our assessment (just lowers the warning level, thereby weakening the battery), and recommended I NOT do it. Said I should either drive it a lot more, or buy a Battery Tender, which I then bought).
Now when I have a question, or I'm going to bring it in, I ask him / give him a heads up. "Mark, FYI bringing my truck in next week for X to be done. Do you have specific person and day/time you want to have work on it"?
When Ford issued the battery reset TSB, I read up on it (here) and then emailed him and asked if that was correct and if he would do it. He agreed with our assessment (just lowers the warning level, thereby weakening the battery), and recommended I NOT do it. Said I should either drive it a lot more, or buy a Battery Tender, which I then bought).
12-25-2016, 03:39 PM
#12
When I buy a vehicle, I deal with the GM to buy it (who assigns me a rep that does things the way I want) Prior to buying, I go meet the Service Manager. I introduce myself, and tell him I prefer to deal with the person in charge.
Now when I have a question, or I'm going to bring it in, I ask him / give him a heads up. "Mark, FYI bringing my truck in next week for X to be done. Do you have specific person and day/time you want to have work on it"?
When Ford issued the battery reset TSB, I read up on it (here) and then emailed him and asked if that was correct and if he would do it. He agreed with our assessment (just lowers the warning level, thereby weakening the battery), and recommended I NOT do it. Said I should either drive it a lot more, or buy a Battery Tender, which I then bought).
Now when I have a question, or I'm going to bring it in, I ask him / give him a heads up. "Mark, FYI bringing my truck in next week for X to be done. Do you have specific person and day/time you want to have work on it"?
When Ford issued the battery reset TSB, I read up on it (here) and then emailed him and asked if that was correct and if he would do it. He agreed with our assessment (just lowers the warning level, thereby weakening the battery), and recommended I NOT do it. Said I should either drive it a lot more, or buy a Battery Tender, which I then bought).
12-27-2016, 07:00 PM
#14
Ford Customer Service
My '16 XLT I bought a month ago has the old XM radio antenna that cuts out (that there's an SSM for). Last week I called the dealer on Saturday, they told me they had 3 antennas in stock after I explained them the situation and gave them the SSM number.
I told them I could have it there Monday at 8am and they said it would take 2 hours. Fast forward to 10:30 on Monday and after sitting there for 2.5 hours they told me they indeed didn't have the antenna on hand. So I sat there for 2.5 hours for nothing... I complained to the manager and he told me no one had it and the best they could do is emergency order it over night. After voicing my displeasure with the manager I told them to please go ahead.
I left and called my wife about dropping the truck off tomorrow. She said she had a free window from 11-1:30. I called them back to see if they would have the part in the morning in time. The parts guy assigned to me this entire ordeal told me he would check with the tech and call me back in an hour. No call back since Monday... what would you do?
I told them I could have it there Monday at 8am and they said it would take 2 hours. Fast forward to 10:30 on Monday and after sitting there for 2.5 hours they told me they indeed didn't have the antenna on hand. So I sat there for 2.5 hours for nothing... I complained to the manager and he told me no one had it and the best they could do is emergency order it over night. After voicing my displeasure with the manager I told them to please go ahead.
I left and called my wife about dropping the truck off tomorrow. She said she had a free window from 11-1:30. I called them back to see if they would have the part in the morning in time. The parts guy assigned to me this entire ordeal told me he would check with the tech and call me back in an hour. No call back since Monday... what would you do?
Let's see how I can help get this resolved. Please send me a private message with your name, phone number, VIN, current mileage, and servicing dealer.
Hi otisdog,
You're welcome to reach out to us if you're experiencing a concern. Please send the above requested information via private message, if so. There are times that we are able to loop in a regional customer service manager to assist.
Rachel
12-27-2016, 07:33 PM
#15
Senior Member
While contacting all of those folks mentioned and doing what many have told you here, this is no big deal to Ford. They dont care, they have your money and its not a safety issue.
You may get your frustrations relieved, you may even get a free oil change, but nothing will change regardless of who you complain to.
I"m still waiting, 2 years now, for the service manager to get back to me after he was to contact Ford engineers regarding my ac issues. Even after calling and writing Ford, the dealer GM, OWNER and service manager, I heard from no one!
Good luck! and realize, that if they dropped the ball on something minor as this, how are you going to feel when its a much greater problem!
BTW the folks here from Ford, take your info and enter it into the computer system, something you can do on line yourself. They can do no more than that. And the so called higher ups above them that they may escalate you to, will tell you that they have no power over a dealer and cannot take any action against them or make them do anything!
You may get your frustrations relieved, you may even get a free oil change, but nothing will change regardless of who you complain to.
I"m still waiting, 2 years now, for the service manager to get back to me after he was to contact Ford engineers regarding my ac issues. Even after calling and writing Ford, the dealer GM, OWNER and service manager, I heard from no one!
Good luck! and realize, that if they dropped the ball on something minor as this, how are you going to feel when its a much greater problem!
BTW the folks here from Ford, take your info and enter it into the computer system, something you can do on line yourself. They can do no more than that. And the so called higher ups above them that they may escalate you to, will tell you that they have no power over a dealer and cannot take any action against them or make them do anything!