Ford Customer Service = CRAP

[Technarch]

Friends don't let friends buy Fords..

With that slogan in mind, if only I had friends when I bought my car.

Skipping over all the problems I've had, the most recent problem is when I discovered that a tech put Mercon III fluid and some friction modifier into my Mercon V specced transmission (automatic). This was done at a dealership I have totally lost confidence in due to problems before with them.

I went to my 'new' dealership and they wouldn't fix it because it's a 'workmanship' issue. Calling Ford customer service on the phone resulted in too bad so sad. Ford says I *MUST* return to that dealership that bugged it up even though I really don't want to. The tech is angry I got him in trouble, the parts manager is angry I caught him pretending Mercon 3 was ok, the service advisor is angry because I went to a different dealership for an opinion, and the service manager is angry because I guess I'm difficult calling them on their mistakes!

NO FORD DEALERSHIP will fix a problem that was caused by another dealership and FORD WILL NOT HELP YOU. Ford says you are a valued customer and they are SORRY about your negative experience but that's it. Must return to that asinine dealership.

I am so angry that Ford is forcing me to return to a place to have the work done by the SAME tech that poured in the Mercon 3 in the first place, I am announcing to all and sundry, especially the Ford employees here that I AM NOT BUYING A FORD AGAIN.

**** you Ford.

And Ford, Quality may be Job 1 which you've been falling down on a lot, but THE CUSTOMER IS ALWAYS FREAKING RIGHT.

Somehow I don't think Honda or Toyota would force me to return to a place.

I've been thinking about taking it to the media.

(My transmission is currently a cocktail soup of 4 bottles of Mercon III, 1 bottle (might not be all of it) of friction modifier, and the rest is Mercon V. I knew the minute this happened something was going on with increased vibration at a stop while in drive mode, and my gas consumption getting worse but they kept pulling no fault found. Well I bet the thickening of the oil was making the tranny work harder using up more gas and stuff. Note also if you pulled this stunt yourself at home you void your transmission warrantry.)


[This message has been edited by Technarch (edited 04-21-2001).]

[blurr]

Sucks man. I'd have to agree with just about everything you said. Good luck.

[Technarch]

Well I'm back from the dealership that Ford forced me to return to.
All they did was take the pan off, drain the fluid. Pour a bit in. A 20 minute job. They didn't even flush the transmission or anything like they were supposed to do. So I still have Mercon 3 in my transmission.

I called Ford Customer Service again, they said they are sorry (yeah right) and that I MUST keep returning to the dealership because it's a workmanship issue EVEN THOUGH:
a) this was work done as a warrantry item
b) this is a ford trained tech

I was told by 2 dealerships previously that they need to do a tranny flush and stuff to have it fixed properly. Ford on the phone says that if doing this with the pan was all that is required then that is the correct solution.

I asked for them to write me a letter on official letterhead saying it's ok for an automatic transmission to drive around with a mix of Mercon V and Mercon III and I was told that Ford does not send out correspondence.

And on top of it, the grease monkey did a sloppy job and I had to wipe off transmission fluid when I returned home.

I seriously want to sue Ford in court and/or take this story of declining quality/service to the media. I don't understand why Ford won't let the job be done properly elsewhere.

[vad]

Because FoMoCo has nothing to do with your problem. And I'm on your side, don't get me wrong.
FoMoCo doesn't own the dealership, therefore it's not legally liable for its wrong doings. The same goes for the rest of the dealerships. They are not liable too.
The dealerships are frunchises and are operated independantely from Ford and each other. Unless the dealership you go to is fully owned by FoMoCo(which is rare).
The only solution in my uneducated opinion would be contacting the dealership owner and politely (important) ask to fix their mistake (tranny flushing etc). If unsuccessful all you can do is sue the dealership for damages done to your tranny in the small claims court.
Do you have any, beside low mileage and vibration? It's kinda hard to prove in the court.

[speedy_zx3]

here's an idea...

talk to the service manager, tell them that since they cannot seem to get their sh*t straight, they can either pay to have another dealer (a reputable dealer) do the work correctly, or you will call the BAR and report their practices. BAR stands for Bureau of Automotive Repair. once they are contacted by BAR, from what I understand, they cannot do any more work on cars until the matter at hand is resolved. plus, if they are found to be incompetent, they just might get shut down completely - meaning they cannot do any more mechanical repairs until a certain time has passed, or until they can prove to the BAR that they are knowledgable in the work required.

I may be wrong on some of these points, but a buddy of mine just went thru it. it's a nasty process (esp. for the dealer) and does take some time. I'd look into it if I were you.

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"I'm mad. You're mad. We're all mad here!" - Cheshire Cat
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'01 Twilight Blue ZX3 5-spd w/ Power/Premium options
NOW:JBA Header, Esslinger UDP (blue), AEM CAI, EURO plate (reads: SPEEDY ZX3)<--THANKS BEN!
LATER:Focus Central TB, B&M shifter, MBRP or Vibrant exhaust, Spark Plug Wires, H&R Sport springs, KYB 4-way adjustable struts, Eibach anti-sway bar kit, 17" ICW GT Sport rims w/ BFG Euro T/A's

http://briefcase.yahoo.com/speedy_zx3 CLICK ON ZX3!

[Technarch]

Sorry I should have posted an update. (Btw, I'm in Canada so I'm not sure BAR is here never heard of them before..)

What ended up happening I was forced to take it back to the dealership, after being thrown out of the garage after being told I could watch, I was fortunately there long enough to know that ALL the mech was doing was draining the pan and nothing else. He overfilled the pan too.

I wrote a letter to the GM, and talked to the SM, and the SM agreed to pay for the t-tech trans flush and I pick up the check tomorrow. It's funny I dropped the receipt off on tuesday saying I would be by wednesday to get my check, but I go today thursday instead and he says he got the receipt today and to come get the check tomorrow, so I will go there.

Very nasty. I didn't even want to go downstairs into the service area because the advisors and others glare at me.

[AEMZX3]

If that dealership has one, you should ask to speak with the director of fixed operations. He is in charge of most things that don't apply to sales.

Doesn't that dealer even care about their C.S.I. ?


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01 Malibu Blue ZX3
AEM Udp, Shorty intake w/K&N,cat-back exhaust and Sway Bars. JBA cat-forward header.
More To Come!

Ever think about posting the name and address of the dealership so others can be aware of the piss poor service? Im sorry to hear about your troubles man. This is why I hate having others do work for me. That goes for any type of work, not just cars. Its just hard to find quality service these days.

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The Gman
2001 Malibu Blue
Zx3

[Technarch]

Sure, the offending dealership in question here is East Court Ford in Toronto, Ontario, Canada.. Sheppard Ave East @ McCowan.

They are total crap.

[Paralegal1]

Ford has not improved their customer service since 2001 folks ! My wife and I were basically double billed for a $150 job coming to $500 at Planet Ford in Humble, TX and short changed at Anderson Ford in Cleveland, TX for a new computer to the tune of $550 since they installed a faulty computer from Ford and ruined the wire harness connector in the process and tried to claim the Crown Vic. need $2,000 in new parts when the problem was the defective computer they installed! I suspect they wanted a good used car in exchange for a trade we were not willing to do . After these two fiascos with Ford we've bought 1984, 1985, and 1986 Chevy Blazer (M1009s) military trucks to replace the two Fords we now have for sale . We will be buying several more Chevy military trucks and never be looking at Ford again. That's one huge statement for a previous life-time Ford owner to go over to Chevy and NEVER look back........ To imagine why they are losing market share..............

[Jeepsbeme]

As long as your resurrecting this thread from the loooooooooooong-dead, please be sure to read VAD's comments as they still apply to your situation.

Although I obviously can't prove it, my suspicion is that your dealer most likely did not "install a faulty computer from Ford", but they themselves likely damaged the connector and took out the computer in the process.

In your situation it doesn't appear the problem is with Ford - but is instead with the independent business selling their products. Unfortunately, there's no question this refelects poorly on Ford even though they don't own or control the dealers. And this isn't the case with just Ford alone.

[bunksvt]

its funny when u call Ford and u ask for parts and they ask what kind of car and i say Focus SVT 2003 and there like 2.3? or 2.0? come on bro!!!

[recar]

Ghost ride vehicle thru show room window FTW.

[polarisman14]

If you call Steve at Tousley Ford, customer service will no longer be an issue. He's awesome. Otherwise, I've learned to perform the work myself or take it to my local mechanic.

Examples of Ford's legendary piss-poor customer service:

The oil in my father's Ranger was changed at Hillsboro, Ford in Hillsboro, NH and they didn't even come close to screwing in the drain plug. The only reason why my dad didn't blow the engine was because he saw my mother in her Ford Windstar (serviced at the same location) with transmission shifting issues (coincidentally, after having transmission fluid changed) on the side of the highway and stopped. He noticed a rainbow coming from under the truck on a rainy day and discovered the drain plug about a turn away from falling out.

This was a couple of months after the slave or master cylinder in the Ranger was obviously defective and ford refused to replace it, citing that it "felt normal and it tested fine." Until, of course, his pedal went completely dead in the middle of a business-trip commute. Then, they replaced it.

This was also after the OEM Ranger hood started rotting through 6,000 miles (3-4 months) after purchasing and they refused to admit that shoddy preparation and body/paint work was the problem.

Portsmouth Ford in Portsmouth, NH also argued with him about his Ford $500 customer loyalty rebate for well over 6 months. You would think after purchasing several vehicles there, there wouldn't even be a discussion. Needless to say, their next vehicle was a Toyota Rav4.

Unless it's through Steve, I refuse to go to a dealership to get anything done.