@Ford

[marlin1060]

I have a question. When the @Ford person(s) chime in on a thread when someone has a problem with their truck. What happens?

Do you get better response from the dealer, or a call from Ford?

He/She/It chimes in a lot, but I don't think that I've ever seen anyone reply how they helped find a solution to their problem.

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[Vorador]

Ford sends out a "technician" to your house and makes sure your complaint is "taken care of"

 

[invertedspear]

I've had the same question. I figure they do nothing, or they do something they don't want to advertise and there's an NDA involved. Willing to bet it's the former.

 

[kstype]

When I reached out to Ford in this manner there was no NDA - the engineering team contacted me and worked with me and the dealer on issues I was experiencing. Mine were with Fordpass/Modem connectivity not always working (not able to get streaming in the entertainment section, or traffic updates in navigation).

 

[marlin1060]

When I reached out to Ford in this manner there was no NDA - the engineering team contacted me and worked with me and the dealer on issues I was experiencing. Mine were with Fordpass/Modem connectivity not always working (not able to get streaming in the entertainment section, or traffic updates in navigation).

That's good to hear that there was outreach and apparently a solution.

 

[Hammick]

When I had my battery module problem shortly after purchase @Ford reached out to me in my thread asking me to send him a PM. I sent him a PM and all he did was direct me to my dealer and provided zero information about my problem. He wouldn't answer any of my questions. I'm 99.9% sure the person responds publicly in threads to make it look like Ford is proactive but nothing helpful happens after that. At least that was my experience.

My case advisor on the BEV team was worthless and rude. She kept saying different things and contradicting herself. it wasn't until I reached an upper level supervisor that my problems were addressed and he agreed in writing to cover my expenses that were over 3k (my truck had to come home on a flat bed 1,200 miles away, wife flew home and I drove home in a rental with the pup).

 

[marlin1060]

When I had my battery module problem shortly after purchase @Ford reached out to me in my thread asking me to send him a PM. I sent him a PM and all he did was direct me to my dealer and provided zero information about my problem. He wouldn't answer any of my questions. I'm 99.9% sure the person responds publicly in threads to make it look like Ford is proactive but nothing helpful happens after that. At least that was my experience.

My case advisor on the BEV team was worthless and rude. She kept saying different things and contradicting herself. it wasn't until I reached an upper level supervisor that my problems were addressed and he agreed in writing to cover my expenses that were over 3k (my truck had to come home on a flat bed 1,200 miles away, wife flew home and I drove home in a rental with the pup).

This is what I was afraid might be happening. Though I didn't expect the worthless and rude part.

 

[Blochead21]

My experience was roughly the same. They are a social media team. They take issues out of public view and into PMs for a reason. The issues that they reached out to me about to help with, the result was that I should contact my dealer for assistance. There was no benefit to talking to them.

 

[Skidrowe]

They created a case for me and someone on Ford corporate's end reached out to my dealership who was providing repairs/recall work. My dealership contact was much more responsive and squeezed me into an earlier spot on the calendar when they had previously been booked out for a couple months. The parts from Ford arrived quicker (according to the service manager at the dealership) and they seemed truly driven to provide me with a positive experience. Once it was all said and done, someone from Ford reached out to me and offered me a complimentary 45k service plan (basically covers my first 3 tire rotations/cabin filter services).

So it all comes down to how your dealership responds to someone who works for Ford calling them to oversee the work that they're supposed to do on your truck. Some might work harder for you. Some might have already planned to work hard for you. Others might be shit and might disregard the oversight by Ford and still provide you with a shit experience. In the end, it's just adding an overseer to the repair process in an attempt to ensure you get better service, but that is all still up to your dealership.

 

[Kenny657]

When I had my battery module problem shortly after purchase @Ford reached out to me in my thread asking me to send him a PM. I sent him a PM and all he did was direct me to my dealer and provided zero information about my problem. He wouldn't answer any of my questions. I'm 99.9% sure the person responds publicly in threads to make it look like Ford is proactive but nothing helpful happens after that. At least that was my experience.

My case advisor on the BEV team was worthless and rude. She kept saying different things and contradicting herself. it wasn't until I reached an upper level supervisor that my problems were addressed and he agreed in writing to cover my expenses that were over 3k (my truck had to come home on a flat bed 1,200 miles away, wife flew home and I drove home in a rental with the pup).

Same and to make matters worse I was getting conflicting information from all three parties - their team here, dealer and Ford BEV specialist.

 

[CRAIGC540]

In my 2 cases with @Ford Motor Company they just take your info give you a case number and send it to the correct department so they can contact you via a phone call or email and tell you the same thing the dealer is telling you.
Case #1 was very important to me with my front camera not popping up when close to objects, even more so now that I can use Tesla Superchargers. Thanks to this forum and its members I was able to use Forscan to correct this issue. They told me that my truck did not have that option.
#2 was having my passenger side running board replaced because the top rubber piece was coming unglued and I wanted them to replace both for a matched set, They said no.

Front camera not popping up

 

[FirstF150InCasco]

They created a case for me and someone on Ford corporate's end reached out to my dealership who was providing repairs/recall work. My dealership contact was much more responsive and squeezed me into an earlier spot on the calendar when they had previously been booked out for a couple months. The parts from Ford arrived quicker (according to the service manager at the dealership) and they seemed truly driven to provide me with a positive experience. Once it was all said and done, someone from Ford reached out to me and offered me a complimentary 45k service plan (basically covers my first 3 tire rotations/cabin filter services).

So it all comes down to how your dealership responds to someone who works for Ford calling them to oversee the work that they're supposed to do on your truck. Some might work harder for you. Some might have already planned to work hard for you. Others might be shit and might disregard the oversight by Ford and still provide you with a shit experience. In the end, it's just adding an overseer to the repair process in an attempt to ensure you get better service, but that is all still up to your dealership.

Exactly.

 

[Lytning]

@Ford Motor Company

This is your chance to speak up and inform your fellow forum members on what it is that you do for them.

 

[ZSC100]

@Ford Motor Company

This is your chance to speak up and inform your fellow forum members on what it is that you do for them.

As Blochead21 said, They take issues out of public view. That is literally the exact purpose of the reps that peruse social media and forums. Obviously they wouldn't want bad press by informing fellow forum members on what they fell short on doing, and they don't want to tip their cards or everyone would immediately ask for what they did for that guy, so NO; you will never see "FORD" speak up and inform anyone on what they are doing unless they are forced to do so by NHTSA or other legal means.

 

[LazyLightningATX]

My experience was roughly the same. They are a social media team. They take issues out of public view and into PMs for a reason. The issues that they reached out to me about to help with, the result was that I should contact my dealer for assistance. There was no benefit to talking to them.

Exactly my experience with it. Battery module replacement. MAAAYBE, they contacted the service dept my truck was at, but honestly I don't think they did anything other than make it clear to me that the people on their EV team don't really know all that much about EVs...

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