htobin
Well-known member
- Thread starter
- #1
In a separate post I've been describing the difficulties that I've had related to a software update. It was an add-on to another subject but felt it deserved it's on heading. I'm re-printing an email that I've sent to the general manager of Arroow Ford in Abilene Texas which describes the issue:
Subject: Urgent: Immediate Attention Required Regarding Negligent Service on My Ford F150 Lightning
Attention: Shanna Kevil
Dear Ms. Kevil,
I am writing to formally express my serious concern and dissatisfaction with the negligence demonstrated by your service department regarding my Ford F150 Lightning. Since I have been unable to reach you directly by phone or email, I trust this written communication will receive your immediate attention.
Last week, I brought my truck in for its routine 20,000-mile service. During my visit, I discussed with the service technician two advisory service bulletins, which we mutually agreed were not applicable to my vehicle and did not require action. Shortly thereafter, I received a call from your dealership advising that "mandatory service upgrades" were required. I was not given details about the nature of these upgrades but was told they were essential. A mobile technician was dispatched to my ranch to perform these upgrades.
The technician spent approximately two hours on the truck. After completing the work, he insisted on parking the vehicle in my garage himself, depriving me of the opportunity to inspect the vehicle immediately. Later, when I attempted to drive the truck, I encountered multiple warning messages, culminating in a total failure of all electronic systems.
Upon contacting your service department, a pickup was arranged. There was no dispute that the malfunction was related to the technician’s work—whether due to improperly performing the upgrade, failing to verify system functionality after service, or both.
I spoke with Robert Schmittling, who assured me the matter would be given top priority on Monday morning and that I would receive timely updates. Unfortunately, I received no updates. When I eventually called, I was advised that no substantial progress had been made. I was told that the truck’s computer was now "locked," and further work would be deferred until the following day. The explanation provided was that your technician was busy and that no service bay was available—despite prior assurances of priority handling due to your company's admitted fault.
I also suggested overnighting any necessary parts via FedEx to expedite repairs but was given no satisfactory response.
Please be advised that I expect:
I trust that Ford Motor Company has resources available to dealerships to address emergencies of this nature more swiftly. I urge you to escalate this matter accordingly to ensure the fastest and most competent resolution.
Please confirm receipt of this communication immediately and advise me of the specific steps now being taken.
Sincerely,
Sent by email on web form Mon 4/28 5:23 pm
(as 0f 9AM today, no response received)
Subject: Urgent: Immediate Attention Required Regarding Negligent Service on My Ford F150 Lightning
Attention: Shanna Kevil
Dear Ms. Kevil,
I am writing to formally express my serious concern and dissatisfaction with the negligence demonstrated by your service department regarding my Ford F150 Lightning. Since I have been unable to reach you directly by phone or email, I trust this written communication will receive your immediate attention.
Last week, I brought my truck in for its routine 20,000-mile service. During my visit, I discussed with the service technician two advisory service bulletins, which we mutually agreed were not applicable to my vehicle and did not require action. Shortly thereafter, I received a call from your dealership advising that "mandatory service upgrades" were required. I was not given details about the nature of these upgrades but was told they were essential. A mobile technician was dispatched to my ranch to perform these upgrades.
The technician spent approximately two hours on the truck. After completing the work, he insisted on parking the vehicle in my garage himself, depriving me of the opportunity to inspect the vehicle immediately. Later, when I attempted to drive the truck, I encountered multiple warning messages, culminating in a total failure of all electronic systems.
Upon contacting your service department, a pickup was arranged. There was no dispute that the malfunction was related to the technician’s work—whether due to improperly performing the upgrade, failing to verify system functionality after service, or both.
I spoke with Robert Schmittling, who assured me the matter would be given top priority on Monday morning and that I would receive timely updates. Unfortunately, I received no updates. When I eventually called, I was advised that no substantial progress had been made. I was told that the truck’s computer was now "locked," and further work would be deferred until the following day. The explanation provided was that your technician was busy and that no service bay was available—despite prior assurances of priority handling due to your company's admitted fault.
I also suggested overnighting any necessary parts via FedEx to expedite repairs but was given no satisfactory response.
Please be advised that I expect:
- Immediate and ongoing updates regarding the resolution of this issue.
- Proof that my case is receiving the promised top priority attention.
- Expedient handling of any parts or software needs, including overnight shipment if necessary.
- Full accountability and acknowledgment that this situation is the direct result of Arrow Ford’s negligence.
I trust that Ford Motor Company has resources available to dealerships to address emergencies of this nature more swiftly. I urge you to escalate this matter accordingly to ensure the fastest and most competent resolution.
Please confirm receipt of this communication immediately and advise me of the specific steps now being taken.
Sincerely,
Sent by email on web form Mon 4/28 5:23 pm
(as 0f 9AM today, no response received)
Sponsored
Lariat ER 
ed Reliable-1971 F100 2019 Tesla 3 LR
