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Firn
Well-known member
What is "absolute runaround", they would not schedule a service appointment? This is warranty work.
When using the "@" symbol, start typing and it should pop up the list of users that match. Such as @Ford Motor Company
21st Century Truck
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It is helpful if You list Your location, specific or general, in Your avatar lines.
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OP
sgreeley
Member
- Thread starter
- #5
So the dealership first pushed my appointment for two weeks because they were over booked. I explained then I would need a loaner and they said they would do their best.
the appointment is tomorrow. I called yesterday and they told me that they hadn’t figured out the loaner yet. They said call back today. So when I did they said the service manager was in a meeting he’d call me back. He never did. When I called him back he immediately stated that the loaner were for “their” customers and I wouldn’t be eligible. So I questioned him as to why I wouldn’t be one of his customers when they were fixing my truck? And I asked how they gain customers if they don’t treat people well. I bought the truck used but it was originally sold from his dealership.
So I tried to de-escalate the situation by asking if pushing the appointment would allow them to help me with a loaner or a rental. He said that I will never get a loaner from them and I should seek service elsewhere and he told me he would cancel my appointment. He then hung up on me.
I tried calling back and speaking with the general manager but his line just rang. There was no prompt for a voicemail. Then I called back and asked for the sales manager because I’m sure they would love that their service department was creating an atmosphere that I will never want to purchase from them. Again no voicemail and no pickup after at least 30 rings.
I also stopped into another dealership and they too said they were completely backed up and had no loaners. He was sympathetic and did take my number and said he’d work on it and let me know.
sucks I have a great truck that’s an absolute brick. I can’t drive to work to pay my payment lol.
@Ford Motor Company can I get some help? Do you know how many people ask me about my truck? I want to tell them good things.
the appointment is tomorrow. I called yesterday and they told me that they hadn’t figured out the loaner yet. They said call back today. So when I did they said the service manager was in a meeting he’d call me back. He never did. When I called him back he immediately stated that the loaner were for “their” customers and I wouldn’t be eligible. So I questioned him as to why I wouldn’t be one of his customers when they were fixing my truck? And I asked how they gain customers if they don’t treat people well. I bought the truck used but it was originally sold from his dealership.
So I tried to de-escalate the situation by asking if pushing the appointment would allow them to help me with a loaner or a rental. He said that I will never get a loaner from them and I should seek service elsewhere and he told me he would cancel my appointment. He then hung up on me.
I tried calling back and speaking with the general manager but his line just rang. There was no prompt for a voicemail. Then I called back and asked for the sales manager because I’m sure they would love that their service department was creating an atmosphere that I will never want to purchase from them. Again no voicemail and no pickup after at least 30 rings.
I also stopped into another dealership and they too said they were completely backed up and had no loaners. He was sympathetic and did take my number and said he’d work on it and let me know.
sucks I have a great truck that’s an absolute brick. I can’t drive to work to pay my payment lol.
@Ford Motor Company can I get some help? Do you know how many people ask me about my truck? I want to tell them good things.
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Start a DM with @Ford Motor Company , include your VIN, personal contact information and the name of the dealership that would be best to work with.
broncoaz
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It’s shameful that dealers behave this way. Unfortunately after Covid they had a bunch of the older techs retire and are having a challenging in staffing so they are always booked out. I was told Ford changed the loaner program when cars were scarce, so the dealer doesn’t have more than just a couple. Problem customers are dismissed and told to go elsewhere. I’m not saying the OP is a problem or did anything wrong, but anything but a “yes, sir” by the customer to the service manager might be seen as a future problem and future bad survey.
I used to run a fleet of 100+ trucks and ran into the “you didn’t buy it here” crap a couple of times. A quick call to my personal General Motors business representative always got the ball moving. I’m hoping I don’t run into this with my new Lightning. The local dealer turned me away on the purchase, so I bought at the next closest dealership. I know the service manager well enough it probably won’t be a problem, but I do plan on telling him next time I stop in how his sales department turned me away on the Lightning purchase.
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sgreeley
Member
- Thread starter
- #11
I agree totally. I was completely polite and never raised my voice. I only advocated for myself and I honestly felt this guy had a bad day and took it out on me.
if he had said there was nothing he could do and he understood it sucked I would have just moved on. But he pushed it to an
if he had said there was nothing he could do and he understood it sucked I would have just moved on. But he pushed it to an
OP
OP
sgreeley
Member
- Thread starter
- #12
Furthermore I’m never a problem. I know how to communicate effectively and speak to my audience. It was really just disappointing. I love the truck but if it doesn’t work what am I going to do. I just put solar in and a charger at my house too. I’m a bit stressed but this too shall pass
CavRider
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- Apr 13, 2024
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RustleT
Member
Yes, this was a surprise for me yesterday. There is a large Ford dealer northeast of Sacramento that handles servicing for a huge population and they only have one tech willing to work on EVs! You can also tell that the service reps aren't fully up to speed on the EVs. It took about half an hour for them to learn about the heated steering wheel program, figure out the parts, and schedule two weeks out because of the lack of service techs. Another Ford dealer 20 miles away actually refuses to do any work on EVs. I will say my dealer and the service reps are friendly. They feel like their hands are tied until the old MasterTechs who refuse to work on EVs roll off the payroll and young ones come on willing to work on EVs without complaining about it.
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