Dealership complaint, no service survey received?
#21
The survey that's worth filling out is the Customer Viewpoint survey which is sent out by Ford so the dealer can't cover it up or throw it away or anything and like I said I think you get it when you have your first warranty job done, otherwise Ford would never know you were there..
You have a couple options, you can actively pursue the dealership by contacting Ford with a complaint about them, or just move on, let it go and like you said, just don't go back. It's a lot more work to file a complaint, but if no one ever does the problem might never get taken care of.. If you're the type who wants to do the extra work to let Ford know how unhappy you are with that dealer, by all means you should do it.
If it were me I wouldn't recommend or go back to the sales department either though. It's not worth it to go one place for sales and one place for service, there's no reason that one dealer can't take care of everything you need. And if you're going to contact Ford I'd let them and possibly your salesman at that dealer know you're going to recommend EVERYONE you know to buy elsewhere because of how poorly you were treated by the service department.
I'm a tech not management, but I see the way customers are handled and I know how I'd like to be treated and it upsets me when it doesn't line up. We're having some problems like that at my dealer right now and I see my paychecks falling because customers are being mistreated and not coming back. They're finally starting to figure out up front that everything matters, from the way a customer is greeted to how you say goodbye and everything in between. Everything has an impact on customer relations and effects whether they return or not. Obviously they weren't worried enough about you returning for a $500 brake job to automatically take care of your $40 blown fuse and that's sad.
You have a couple options, you can actively pursue the dealership by contacting Ford with a complaint about them, or just move on, let it go and like you said, just don't go back. It's a lot more work to file a complaint, but if no one ever does the problem might never get taken care of.. If you're the type who wants to do the extra work to let Ford know how unhappy you are with that dealer, by all means you should do it.
If it were me I wouldn't recommend or go back to the sales department either though. It's not worth it to go one place for sales and one place for service, there's no reason that one dealer can't take care of everything you need. And if you're going to contact Ford I'd let them and possibly your salesman at that dealer know you're going to recommend EVERYONE you know to buy elsewhere because of how poorly you were treated by the service department.
I'm a tech not management, but I see the way customers are handled and I know how I'd like to be treated and it upsets me when it doesn't line up. We're having some problems like that at my dealer right now and I see my paychecks falling because customers are being mistreated and not coming back. They're finally starting to figure out up front that everything matters, from the way a customer is greeted to how you say goodbye and everything in between. Everything has an impact on customer relations and effects whether they return or not. Obviously they weren't worried enough about you returning for a $500 brake job to automatically take care of your $40 blown fuse and that's sad.
#23
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Join Date: Sep 2010
Location: Salisbury MD. My heart is in Texas.
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I am sorry to hear about your dealerships. I bought my F150 Lariat screw at Pittsville Ford just outside of Salisbury MD. The buying process was nice and the service department has be great. They have done the worked I have asked and I have not spent an extra dime. They have a program called Preston for Life and I did buy into it. I get oil changes, tire rotations and maintenance stuff like that. I have already paid for it up front. They have given me a ride to work and picked me up when necessary and loaned me another truck if I asked for it. I have taken my wife's 2003 Mercury Sable that now has 193K on it. Same tentative service. The survey came and the only thing I noticed was that the oil life was not reset. The next time I was in the oil life was set, the tires were rotated and truck was vacuumed. They are a small dealership and want to keep customers. I can not say enough good things.
Mustang1964s
Mustang1964s
#24
Senior Member
My wife always has her Tahoe serviced at Chevy. They always mail a survey afterwards. She takes her truck in for an oil change and lets the service department fill it out anyway they want for free oil changes.
#26
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Join Date: Nov 2011
Location: Virginia
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Do you call an electrician when you living room lamp doesn't come on, or do you try a new bulb, or the plug? Learn to check basic things like, fluid, air, fuses, does it have gas? You sound like a guy who is frustrated by mechanical things. Your frustration shows and people get the wrong idea about you?... and maybe they are not eager to go out of their way for you? Look at the words you used in your rant. I’m guessing you don’t come across as a nice guy when you are frustrated. Now you want to blast the dealer with Ford and disparage them here. They found the problem right? You claimed that there was harness problem. These types of repairs typically go to a certain guy. Maybe that’s why you had to wait a week or two? They gave your job to a tech that maybe lost a better paying job because he was assigned your job. The dealer is paying him for the service ticket. If you went on an emergency call but got there and no one was there, I bet you would not like it if they said that you were not getting paid. OK, it was just a fuse. That's good news, and now you know trailers blow fuses and your salesman paid for you to learn that. If I was that dealer, my feelings would not be hurt to lose a customer who talks like you.
Last edited by tomofva; 12-12-2011 at 11:51 PM.
#27
Whatamember
Join Date: Oct 2011
Location: Austin, TX
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At this point, he's right. Just don't go back. Try a different dealership if you need dealer service. Explain to them why you're coming to them and that you'd love to have a different place to go if you ever want to buy another ford.
#28
Senior Member
Thread Starter
I know, it was my fault for assuming a brand new truck should work correctly!! Also my fault that I choose not be electrically/mechanically inclined enough to check my vehicle, and GOD forbid take it to a service dept. for a service related unknown issue. Thanks for the constructive feedback and recommendations on that behalf. No, I usually don't have a problem trouble shooting a lamp problem in the house, as most of the time the wires/ bulb, etc... are accessible, and it doesn't involve me climbing under a vehicle to diagnose a problem. Again, much appreciated "recommendations" from ya. As far as why the fuse blew? Not sure, that is why I took it to the dealership. As for hooking up the trailer wrong? As stated, plug in a trailer that worked fine otherwise on the Toyota (not that this matters) that hauled it from Cali. to PA. Unfair I guess to assume that it would work fine by plugging it into the 4 prong connector on the back of a 3 week old truck that had never pulled anything before??
Now, back to the topic. Thank you Austin and Jesusers for recommendations on how to proceed further. I believe I will just let the salesman know how I feel before moving on to another dealership, then as Austin recommended, explain to them why I am coming to them for future service visits, etc....
Now, back to the topic. Thank you Austin and Jesusers for recommendations on how to proceed further. I believe I will just let the salesman know how I feel before moving on to another dealership, then as Austin recommended, explain to them why I am coming to them for future service visits, etc....
#29
Senior Member
Do you call an electrician when you living room lamp doesn't come on, or do you try a new bulb, or the plug? Learn to check basic things like, fluid, air, fuses, does it have gas? You sound like a guy who is frustrated by mechanical things. Your frustration shows and people get the wrong idea about you?... and maybe they are not eager to go out of their way for you? Look at the words you used in your rant. I’m guessing you don’t come across as a nice guy when you are frustrated. Now you want to blast the dealer with Ford and disparage them here. They found the problem right? You claimed that there was harness problem. These types of repairs typically go to a certain guy. Maybe that’s why you had to wait a week or two? They gave your job to a tech that maybe lost a better paying job because he was assigned your job. The dealer is paying him for the service ticket. If you went on an emergency call but got there and no one was there, I bet you would not like it if they said that you were not getting paid. OK, it was just a fuse. That's good news, and now you know trailers blow fuses and your salesman paid for you to learn that. If I was that dealer, my feelings would not be hurt to lose a customer who talks like you.
And I didnt say go talk to the Sales Manager, Sales Manager's are definitely not the ones to go to with this issue. I said General Manager. At my dealership, my General Manager does a great job of putting out fires and settling angry customers down. Most of the time by just talking to them.
And as a Business Manager I obtain financing for all new and used deals, and ensure that the paperwork is completed accurately, I don't hook up trailers. BUT when a customer comes tome with a technical issue, such as the one you've experienced, I will either help him to the best of my ability, or introduce him to the Service Manager. If that doesn't solve the problem, I get the General Manager involved and things get settled.
You are taking years off of your life by stressing about $40 fuses.
#30
Senior Member
Thread Starter
Do you call an electrician when you living room lamp doesn't come on, or do you try a new bulb, or the plug? Learn to check basic things like, fluid, air, fuses, does it have gas? You sound like a guy who is frustrated by mechanical things. Your frustration shows and people get the wrong idea about you?... and maybe they are not eager to go out of their way for you? Look at the words you used in your rant. I’m guessing you don’t come across as a nice guy when you are frustrated. Now you want to blast the dealer with Ford and disparage them here. They found the problem right? You claimed that there was harness problem. These types of repairs typically go to a certain guy. Maybe that’s why you had to wait a week or two? They gave your job to a tech that maybe lost a better paying job because he was assigned your job. The dealer is paying him for the service ticket. If you went on an emergency call but got there and no one was there, I bet you would not like it if they said that you were not getting paid. OK, it was just a fuse. That's good news, and now you know trailers blow fuses and your salesman paid for you to learn that. If I was that dealer, my feelings would not be hurt to lose a customer who talks like you.
As for being a "nice guy," you don't know me from Adam, therefore to assume I am not "nice" because I am pissed over a electrical/mechanical glitch and then expressing it openly here with whatever language I choose to utilize is an openly ignorant assessment! This speaks volumes of your character as well, so, keep throwing stones.
For the record, I wasn't upset until I arrived to pick up my truck and then slapped with a ridiculous bill that was never authorized to begin with. Doing something without telling the customer how much, or WHY, is a poor practice no matter what area of expertise you so happen to be in. As for your analogy of going on a call to find no patient there, and then me not getting paid for it, well, quick solution, I wouldn't do what I do, period. And, before anyone may decide to start a campaign crusade as to me being an "aweful" person that should never wear a uniform because I won't jump through hoops and do this job for FREE, can shove that up their A** real quick. Go ask ANY doctor that makes $500.00 just for walking in the room at your local ED if they would be doing the same thing if they were doing it for free. NO, they have incentive to see the patients, and the more they see, the MORE they get paid. Paramedics and other "first responders" are hourly peasants on the front line making pennies on the dollar for the crap we endure. Thought I would cut the head off that snake before it even stuck it up LOL!!
I'm not sure that is how technicians work or not, and I will admit my ignorance on that, but, I would assume they are blue collar, hourly working folks that are enslaved to a paycheck just like the rest of us that work for a living in America? Don't think I agree on the payment strategy of Ford if the tech doesn't get paid because I refuse to pay a ridiculous, unauthorized amount that is thrown out as a BS tactic to take the money of a customer that just dished over "X" amount of money on a brand new truck?
Im sure I will hurt some feelings, and be deemed a "mean" person, but a failure of communication and the ability to express one's feelings openly is a serious problem this country needs to get over LOL!!
Last edited by medicff0879; 12-13-2011 at 12:49 AM.