jamesott

I am being continually met with brick walls when trying to deal with Ford Canada with my issue.

Every time I call in to (very politely, and diplomatically) inquire as to the extension number for the CSM assigned to my case, I am led around the garden path. I finally had someone admit that the CSM refuses to provide their extension number for me to call them directly (they won't even honour my request to be called, let alone answer me).

I even have the "supervisor" refusing to provide their contact information.

Someone at Ford must actually care about how their company's customer service department is being run ... I just need to find out what their mailing address is - I've got a polite, evidence based letter already written which documents my journey thus far.

I just can not believe how poorly Ford treats its customers ... this is a massive eye-opener.

I sincerely hope that I am a rare case in terms of Ford ownership - I can honestly say that I've been pushed from a very keen and excited Ford fanboi to ... well .. far less than thrilled. Suffice it to say, this is likely my last Ford - only because of customer service. I love the vehicle but I despise all of the people I've been forced to deal with (aside from the dealership) up to this point.

j.van

How did this situation end for you? Your experience sounds identical to mine. Brand new 17 F150, my first Ford vehicle, has been in the shop for almost a month. Only drove it for 4 weeks and put on 2700kms. Dealership is trying to help, but Ford Canada has been less than helpful. Parts are still backordered with no ETA.

Beo-Chin

I'm on my 27th Ford/Lincoln product and I've had more then my share of issues and found out a long time ago that Ford's customer care is a total wast of time and effort. A bad joke at best and quite useless, at least for customers...
No clue how other manufacturers deal with it's customers since i been a Ford guy all along. I suspect they're no better, or worse, if that's even possible.

FordServiceCA

I am sorry to hear that. Please send me a private message with the VIN, KMs, Dealer name and, your contact information. I’d like to document your feedback!

Mara
Ford Service Canada.

FrustratedFordOwner

Hi, I am facing a similar situation with Ford. This was my third Ford vehicle and I had an excellent experience with the two previous vehicles. My Ford dealer was and continues to be excellent but if you are unlucky enough to have a vehicle that has a manufacturing defect and have to deal with the "Relationship" Centre all the goodwill your dealer has developed with you over the decades will be quickly lost.

My recommendation for anyone facing an issue that cannot be resolved at the Dealer level is to escalate it to the Relationship Centre as required by CAMVAP and then make a note of the response you get from the Relationship Centre and then submit your complaint to CAMVAP for action.

My Ford Customer Relationship Advisor told me that after 8 attempts over six months at two different service departments that I need to keep bringing my vehicle in to get it repaired as long as the warranty is in place. When I asked how many times I have to do this before Ford Canada will look at replacing or buying the vehicle I was told that Ford will not do this. I have a 10 month old F150 that I have lost the use of for over two weeks and I am expected to continue to bring it in for the remainder of the warranty. I have spent over 1500kms of my warranty and weeks of my time addressing this issue, and have been towed once, not to mention the frustration involved with having a mechanically unfit vehicle that can not pass a provincial safety test. It is my view that Ford Canada does not care.

ngrigoriev

After recent wastegate replacement (!) at 3K km I have started hearing some very annoying noise. This is my attempt to capture it.


Finally had my appointment today for that problem with clicking sound at the start. First, the service guy asked me to do a test drive to make sure we all understand what are we talking about. A reasonable request, we went to my truck with their director of operations. We drive for a little while, I make a couple of start-stops. The dialog was more or less like this:

- I do not hear anything
- (...) and how's about now
- ok, I hear something but this is nothing serious
- I know it is not serious, but this noise was not there before my last visit
- Does it bother you?
- YES (why I would waste my and his time???)
- OK, but it is really nothing
- Well, it was not there before and I would like to have it fixed
- Yes, but you understand, the engine...(short lesson on how the engine is mounted), the exhaust...(short lesson on what is the exhaust for)...we may be working for 2 days on your vehicle and find nothing....
- (I am starting to lose the patience) well, if you find nothing, then probably your technicians are not that great...but please stop threatening me with "2 days", it is under warranty and you will provide me another vehicle anyway
- right, but you may still not have your problem fixed...and, anyway, you know, all vehicles make noise, this is normal...
- with all respect, there is normal noise and not. I have driven a number of different vehicles in last 20 years so I have an idea about normal noises...
- are you going often to the garage with your vehicles?
- (me, trying to remain calm while driving back to the dealership) as needed, depending on how problematic the vehicle is
- ...
- ...

The rest was nothing interesting. We park, he comes with me to the advisor. He does not confirm that he heard something or not but asks that the technician talks to him before touching the truck.

I get the message in the afternoon saying that the truck was ready. I did feel a bit suspicious about what the message said - "your truck is ready". When I asked if the problem has been fixed, I was told: "the vehicle conforms".

I came to pick it up. I asked the service guy what was the problem. He actually did not say what was the problem - he told me that they have re-torqued the exhaust "to the spec" and compared to another vehicle. According to him, the noise was the same. OK, I can verify that sooner or later.

I take the keys, say goodbye and go to the truck. The first thing I see - nice long scratch on the front door. I get back to the service department and tell the guy that there is some damage on the car. He tells that guy I did the test drive in the morning. At this point, I almost started to think it was on purpose...So, we go to the truck, he looks at the door and says - it is just the dust! Starts cleaning it with his finger...well, the magical finger cannot fix the scratch. I point at the scratch and tell him - no, sir, this is called "scratch". Then I see a guy with the garden hose nearby, he was watering the lawn at the dealership and the ground is wet...and the scratch is on the lawn side...and it looks like the car was hit by the garden hose. So I point to that guy and state my suspicion Service guy looks at me, tells me "give me the keys" (literally) and drives away in my truck without saying anything. I assume he went to do something about the scratch. I return back to the service area. A few minutes later he comes back, they have polished/buffed the part of the door. Looks OK, although I am definitely not very happy. We look at the truck together, I do not see any more damage. No excuses, just some sarcasm...

I take the keys and drive away. Few meters from the dealership I realize that the problem is still there. Nothing has changed. But after such an experience I do not feel like coming back to these guys and argue. Not today at least.

Another surprise was found at home. I have a dash cam that is always connected and constantly recording. I have decided to check what did it record to get an idea of how did they test it and what happened. And guess what? The first recording is a 3-minute one at 11:53am, when the truck was parked at the place where I have found it later in the afternoon. Everything else on the card (about a week of data) is erased. So they took the card out and erased it or used the camera to format it! Hmmm....not sure I appreciate that.

So end result: I was treated like...well, not like I would expect , the problem has not been fixed (probably they have not even done anything - hard to say), the truck was slightly damaged at the dealership.

Ford? What do you think? Can you consider me a happy customer? Do you hope to get another $70K for the new truck from me in 4-5 years? Today the chances went down quite a bit.

Beo-Chin

I've dealt with every dealer in the town i used to live in and the next largest city, over the years and exhausted my patience with the whole lot of them. I presently deal with a rural area dealer in a small town and if things ever go sideways there as well, I'll be fresh out of Ford dealers and will look at the other side where the grass looks greener.
Call customer service and let them know what you think and where you stand. They'll likely refer you back to the dealer though....

Henry Duke

I had the same problem with a 2016 Jeep Wrangler, on delivery everything was great until I drove it home, seemed like it had a likening to pull right, not only when applying the brakes but also when traveling, took it back from 5K away gave them the keys and said call me when it's fixed, called me the next day said it was ready, picked it up again and this time got 50m when it pulled,make a long story short I brought it back 5 time, the 5th time I put my keys on his desk and told them I will except nothing less than a new replacement, I got it. Lol