First time in service
06-28-2011, 05:08 PM
#11
Senior almost
Thread Starter
Here is the thing I have had 4 issues I know the TSB are suppose to address, software issues that trigger the warning lights, trans chatter, bluetooth on sync drops for no reason, and I have oversize tires which trigger the tcs, tried to explain but no one wants to hear it. Paid alot of money for the ESP and now they dont want to know about the ESP just want to tell me whats not covered.... If I were Ford after upselling all the gotya features, I would really try to make my customer feel like there getting something for teh money. They started with putting me in the defensive which really is a bad thing to do to a customer. And to think yesterday I like Ford and the truck... Now things are going downhill....
06-28-2011, 05:17 PM
#12
If you notice an issue when the vehicle is in warranty, they fix it. If you notice when its out of warranty, you pay for it. A TSB seems like an attempt to ward off a potential problem. If you can read through the TSB's, identify a problem you're having and have a warranty in place, take it in.
I'm sure there are dealers who, if you're a good customer, will address the items if you ask... but if you're not having an issue, they are not under obligation to fix anything. That said, its pretty disrespectful to address you in the manner you described. There are better ways to deal with your concerns than to blow you off.
I'm sure there are dealers who, if you're a good customer, will address the items if you ask... but if you're not having an issue, they are not under obligation to fix anything. That said, its pretty disrespectful to address you in the manner you described. There are better ways to deal with your concerns than to blow you off.
Last edited by Chipsky; 06-28-2011 at 05:25 PM.
06-28-2011, 05:22 PM
#13
What would you as a service manager do if a customer came in and ask to have a particular service done left and then afterwards denied having told them anything specific other than an oil change or scheduled service?
Anything that has to do with warranty or service bulletin work has to have a specific customer complaint for the records. If they just made up something in their own words a customer could come back and say, "that's not what I said." They are just covering their butts. It's called CYA. Just because there are service bulletins doesn't always mean your particular truck qualifies for every service bulletin that comes out.
Anything that has to do with warranty or service bulletin work has to have a specific customer complaint for the records. If they just made up something in their own words a customer could come back and say, "that's not what I said." They are just covering their butts. It's called CYA. Just because there are service bulletins doesn't always mean your particular truck qualifies for every service bulletin that comes out.
06-28-2011, 07:02 PM
#14
Senior almost
Thread Starter
Well here is the thing, they fixed what I asked. No damages Wohoo! !!!
Most of my concerns I had were already things people wrote about here, nothing particularly alarming just annoying. So in my brain I could explain everything, but nobody was writing it down, this light came on, trans chattered a bit, Sync drops my phone, TCS issue with larger tires while towing.. Everythings a software issue and a simple flash from their programmer. So instead lets play make a big deal....
If I was the service Mgr. I would start with documenting the customers complaint, tell the customer "we will see what we can do". Your not in it alone and we want you to be a happy customer. In my case they didnt do anything but make notes on the key tag. Did not have me sign anything and told me that TSB work has to be paid for. Hmmmm so not quite 6 moths old, 3563 miles, customer paid for ESP. I think those were questions to ask before putting the customer on the defensive.. But then again I am not a service Mgr. I probably should train service Mgr's on how to do there jobs. They need to realize Mr. Customer has choices and next time he might not buy Ford. Enough people dont buy Ford and Mr. Service Mgr. will not have a job. He needs to treat a customer as if he, needs the customer, and would like the customer to return. But thats just me a Glass Half empy half full, neither me I want to fill it...... If they treat every customer as if there job is counting on it, service departments would not be so bad. I did talk to the GM and I can tell there was a different attitude when I pickedup my truck... Thanks
Most of my concerns I had were already things people wrote about here, nothing particularly alarming just annoying. So in my brain I could explain everything, but nobody was writing it down, this light came on, trans chattered a bit, Sync drops my phone, TCS issue with larger tires while towing.. Everythings a software issue and a simple flash from their programmer. So instead lets play make a big deal....
If I was the service Mgr. I would start with documenting the customers complaint, tell the customer "we will see what we can do". Your not in it alone and we want you to be a happy customer. In my case they didnt do anything but make notes on the key tag. Did not have me sign anything and told me that TSB work has to be paid for. Hmmmm so not quite 6 moths old, 3563 miles, customer paid for ESP. I think those were questions to ask before putting the customer on the defensive.. But then again I am not a service Mgr. I probably should train service Mgr's on how to do there jobs. They need to realize Mr. Customer has choices and next time he might not buy Ford. Enough people dont buy Ford and Mr. Service Mgr. will not have a job. He needs to treat a customer as if he, needs the customer, and would like the customer to return. But thats just me a Glass Half empy half full, neither me I want to fill it...... If they treat every customer as if there job is counting on it, service departments would not be so bad. I did talk to the GM and I can tell there was a different attitude when I pickedup my truck... Thanks
Last edited by 2010FX4F150GILROY; 06-28-2011 at 07:14 PM.
06-28-2011, 09:41 PM
#15
Senior Member
Originally Posted by 2010FX4F150GILROY
Well here is the thing, they fixed what I asked. No damages Wohoo! !!!
Most of my concerns I had were already things people wrote about here, nothing particularly alarming just annoying. So in my brain I could explain everything, but nobody was writing it down, this light came on, trans chattered a bit, Sync drops my phone, TCS issue with larger tires while towing.. Everythings a software issue and a simple flash from their programmer. So instead lets play make a big deal....
If I was the service Mgr. I would start with documenting the customers complaint, tell the customer "we will see what we can do". Your not in it alone and we want you to be a happy customer. In my case they didnt do anything but make notes on the key tag. Did not have me sign anything and told me that TSB work has to be paid for. Hmmmm so not quite 6 moths old, 3563 miles, customer paid for ESP. I think those were questions to ask before putting the customer on the defensive.. But then again I am not a service Mgr. I probably should train service Mgr's on how to do there jobs. They need to realize Mr. Customer has choices and next time he might not buy Ford. Enough people dont buy Ford and Mr. Service Mgr. will not have a job. He needs to treat a customer as if he, needs the customer, and would like the customer to return. But thats just me a Glass Half empy half full, neither me I want to fill it...... If they treat every customer as if there job is counting on it, service departments would not be so bad. I did talk to the GM and I can tell there was a different attitude when I pickedup my truck... Thanks
Most of my concerns I had were already things people wrote about here, nothing particularly alarming just annoying. So in my brain I could explain everything, but nobody was writing it down, this light came on, trans chattered a bit, Sync drops my phone, TCS issue with larger tires while towing.. Everythings a software issue and a simple flash from their programmer. So instead lets play make a big deal....
If I was the service Mgr. I would start with documenting the customers complaint, tell the customer "we will see what we can do". Your not in it alone and we want you to be a happy customer. In my case they didnt do anything but make notes on the key tag. Did not have me sign anything and told me that TSB work has to be paid for. Hmmmm so not quite 6 moths old, 3563 miles, customer paid for ESP. I think those were questions to ask before putting the customer on the defensive.. But then again I am not a service Mgr. I probably should train service Mgr's on how to do there jobs. They need to realize Mr. Customer has choices and next time he might not buy Ford. Enough people dont buy Ford and Mr. Service Mgr. will not have a job. He needs to treat a customer as if he, needs the customer, and would like the customer to return. But thats just me a Glass Half empy half full, neither me I want to fill it...... If they treat every customer as if there job is counting on it, service departments would not be so bad. I did talk to the GM and I can tell there was a different attitude when I pickedup my truck... Thanks
06-28-2011, 10:22 PM
#16
Senior almost
Thread Starter
I know every TSB does not go to every truck, but every problem I had went to a TSB.. So I asked please address the issues, maybe im unrealistic... I dont know have gotten old and remember how to fix things myself, no computer... But then again mechanics were maechanics now they are technical service personell... oh well at least it did not get damaged in service...
06-28-2011, 10:28 PM
#17
Senior Member
Sounds like when I had cam phasers replaced... I knew there was a TSB. I took it in and said "it's making a knocking sound at idle when hot" and they performed the TSB 
