Ford service departments need customer service training

[MontaneLightning]

Why are Ford dealership service departments so sexist and crappy?

This is the second dealership my spouse and I (I’m male, she’s female) we’ve tried for servicing our Lightning. First, the guy at the service desk tried to “mainsplain” to my spouse as to why, despite setting the appointment with great specificity online a week ago, to get the “parking sensors fault” issue fixed, there was nothing about that in our service request.
Then, when I arrived to give my spouse a ride, the guy tried to communicate exclusively with me (because I’m a dude?). Then, when I ignored him—I was just there to provide a ride—he went back to mainsplainin’, saying that not only would they not get to it today (the scheduled appt), but they would need it all day tomorrow.

Ford, this is 2025. Just because the Mumps Bros. are in power doesn’t give you license to be sexist. And how is it you forgot the “service” in service department?

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[Grumpy2]

You certainly can blame the Dealers and their Service Manager for lack of training. I hope you have another Ford dealer close enough so you don't have to go back.

 

[Zprime29]

Wide spread problem with the lack of service. My brother arranged pick up service to get his truck looked at. Has text messages with a Ford service dept (I suspect AI bot). When they failed to come pick it up, he called and they told him they don't use that service anymore (I guess they contracted it out??) and since he was an hour past drop off time he'd have to arrange another day to take it in.

Not wanting to give them his time of day, he calls the next closest dealer. They told him they don't like to work on EV's and he should use the other one. Seriously @Ford Motor Company, since when did this behavior become acceptable? They may be "independent" but they still have your name on the door. They represent you and they are losing you repeat customers. I'll skip the karaoke if you can spend more time counseling these people.

 

[The Weatherman]

Not just Ford Service. Unfortunately, SERVICE as a general rule has gone to sorry levels over the past several years.

I have been in customer service over my careers and the thing that is called “Customer Service” has very little in common with what would pass as acceptable in my day.

Full disclosure: I am 68yrs old.

 

[RickLightning]

Not just Ford Service. Unfortunately, SERVICE as a general rule has gone to sorry levels over the past several years.

I have been in customer service over my careers and the thing that is called “Customer Service” has very little in common with what would pass as acceptable in my day.

Full disclosure: I am 68yrs old.

Yup.

Ordered window blinds. One came with a flaw. They contacted the company immediately. Weeks later I said "what's going on with this" and they replied "asking them again".

Bought 2 recliners, picked them up. They wrapped them in cling wrap, so we couldn't examine them. Got home, one is damaged and has to be remade. First thing they said was "bring it back for us to look at". I said "I sent you pictures". It's been 2 weeks. End of week I do a chargeback.

 

[FloridaMan655321]

Really need video and the other side of the story before just agreeing with OP. Nothing against OP, but just stating the obvious.

There are sooooo many examples where people will make accusations of sexism (or racism) remarks, and it's nothing close to it. Sometimes someone who is trying to explain something with details is getting accused of 'mansplaining', etc... Just because the other side of the desk is a male, doesn't mean that he's sexist. I'm certainly not saying there aren't sexist men or women out there, but you really need both sides of the story before coming to a conclusion.

 

[Whistler]

“Mansplaining”

Pro tip- never say that to anyone again and keep what’s left of your dignity.

Why are Ford dealership service departments so sexist and crappy?

This is the second dealership my spouse and I (I’m male, she’s female) we’ve tried for servicing our Lightning. First, the guy at the service desk tried to “mainsplain” to my spouse as to why, despite setting the appointment with great specificity online a week ago, to get the “parking sensors fault” issue fixed, there was nothing about that in our service request.
Then, when I arrived to give my spouse a ride, the guy tried to communicate exclusively with me (because I’m a dude?). Then, when I ignored him—I was just there to provide a ride—he went back to mainsplainin’, saying that not only would they not get to it today (the scheduled appt), but they would need it all day tomorrow.

Ford, this is 2025. Just because the Mumps Bros. are in power doesn’t give you license to be sexist. And how is it you forgot the “service” in service department?

 

[FloridaMan655321]

“Mansplaining”

Pro tip- never say that to anyone again and keep what’s left of your dignity.

Amen lolololololololol

 

[PA Lightning]

My dealer's service department is pretty good. I wouldn't paint all dealers with a broad brush because of a bad experience with one.

I focus on the service department more than the sales department when purchasing a vehicle because you are going to be interacting with service more.

One of the first questions I ask before buying a vehicle is whether the dealer has a loaner fleet. When I took my Lightning in for any CSP or warranty work I always drive away in a loaner with under 5K miles. They can keep the truck as long as they want.

 

[MontaneLightning]

“Mansplaining”

Pro tip- never say that to anyone again and keep what’s left of your dignity.

Ok Biff.

 

[acbarba]

Why are Ford dealership service departments so sexist and crappy?

This is the second dealership my spouse and I (I’m male, she’s female) we’ve tried for servicing our Lightning. First, the guy at the service desk tried to “mainsplain” to my spouse as to why, despite setting the appointment with great specificity online a week ago, to get the “parking sensors fault” issue fixed, there was nothing about that in our service request.
Then, when I arrived to give my spouse a ride, the guy tried to communicate exclusively with me (because I’m a dude?). Then, when I ignored him—I was just there to provide a ride—he went back to mainsplainin’, saying that not only would they not get to it today (the scheduled appt), but they would need it all day tomorrow.

Ford, this is 2025. Just because the Mumps Bros. are in power doesn’t give you license to be sexist. And how is it you forgot the “service” in service department?

I agree %100! When I took my Flash in, it's as if I was bringing in a Tesla! They looked a little confused.

 

[OCSTEVE39]

My local dealership where we bought both 23 Mach-E and our current Lightning on two occasions (once with the Mach-E and once with Lightning) told us "we don't do that anymore" (they push it on the website) and "that service isn't for EV's". I challenged them on the second one to explain to me why EV's are excluded which they then backed off on. Instead fell back on "we're really backed up" excuse.
@Ford Motor Company service dept. is less than worthless to the EV customer.

FIX THIS!

 

[Peddyr]

“Mansplaining”

Pro tip- never say that to anyone again and keep what’s left of your dignity.

I stopped reading after I read that word.

 

[OCSTEVE39]

Really need video and the other side of the story before just agreeing with OP. Nothing against OP, but just stating the obvious.

There are sooooo many examples where people will make accusations of sexism (or racism) remarks, and it's nothing close to it. Sometimes someone who is trying to explain something with details is getting accused of 'mansplaining', etc... Just because the other side of the desk is a male, doesn't mean that he's sexist. I'm certainly not saying there aren't sexist men or women out there, but you really need both sides of the story before coming to a conclusion.

How about the actual meat of what he's saying which is pretty damn common "we need it a couple days"?

 

[SFsparkie]

I feared the Ford Service Department when I bought the Lightning last April. I have owned F-150 ICE’s since ‘87 and did my own maintenance except tires & alignment. After two CSP mobile services in my driveway I had to go to the dealer with a DTC. I was surprised by the treatment I received. A loaner Mach-E (3-days), all updates I never received OTA and daily communication about the dealership’s communication with Ford’s EV division to diagnose the DTC fix. This week I was at the parts department buying the IR intrusion alarm (removed before they sold the truck). Met up with the service manager who gave me the status of updates for my lightning. I’m still in shock but extremely pleased.

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