What ever happened to customer service

[MaintGrl]

You are not being an a-hole, I am having the exact same issue but my adventure started Oct 4. I finally got sent to the Service Manager in Dec but he never called back. Early Jan I call back and my case is turned over to the new Service Manager (last guy fired) he has never called back.

This dealer used to be superb but like lots of smaller dealers the original owner sold to a corporation and the whole service side has taken a dive.

What we need is for Ford to listen to our complaints and do something about it. I love the truck but this is really getting old.

Wish I could give you 3

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[Schroederhc1]

In my experience, after the first BS happens I’ll only deal with the service manager, if that doesn't work I track down the GM if he doesn't get it taken care of I go to the owner. I'm always professional but relentless. Most times it works. If it doesn't I have one more tactic I use.

 

[Danface]

Maybe it just comes down to money ... If dealerships see the value of customer service then they'll treat their people well and maybe even pay a living wage which, in turn should mean happier workers who, in turn, may just be pleasant when working with customers.

My old landlord used to say "A fish rots from the head" and Oscar Wilde's famous quote: 'What is a cynic? A man who knows the price of everything and the value of nothing.'

Are your employees treated like "units of work" or like human beings?

 

[gmarcucio]

It's not only automotive dealerships, but also with every industry today. In my opinion it boils down to there are no consequences. Business can't afford to lose employees, even bad employees. Employees know this and therefore have no reason to care. What's even more scary is this same thing goes on in the medical field to the same extent. The same thing goes on in everyday society. Look at the crime rate all over the country. Criminals have no consequences for what they do, so their act becomes more violent and more repetitive. They know they will be right back out on the street again. Same with the employee, they don't have to answer to anything and know they will always have a job. And they have no self-respect for their own pride in the work that they do. Just my opinion.

 

[The Weatherman]

There is NO $$$ in it...

There is when I get better than average. $$$

 

[Zprime29]

There is when I get better than average. $$$

Wish more places would realize this. Like @Discount Tire, they've got my loyalty for all things tire related. I'm always stunned at the level of service they provide. Maybe they should open up a Ford service shop

 

[Discount Tire]

Wish more places would realize this. Like @Discount Tire, they've got my loyalty for all things tire related. I'm always stunned at the level of service they provide. Maybe they should open up a Ford service shop

Thank you so much for the recognition and kind words. We greatly appreciate it.

 

[mobilelingual]

Well picked up the truck today and off to the next dealership next week. Pines Ford incredible quality control means I now have a couple to clips to replace in the frunk as well as the tailgate in addition to trying to finally fix the leak.

When I asked for a service receipt they said there wasn't one because they didn’t finish the work. Which they said was done yesterday. Thank you @Ford !

 

[Warren]

While I have not had any service performed yet on my 3 months old Lightning, I have been running in circles trying to get my Ford points. Also dropped off my faulty travel charger last week, and have no confidence either of these minor issues gets resolved soon. Currently looking for another dealership to handle service.

 

[MaintGrl]

It's not only automotive dealerships, but also with every industry today. In my opinion it boils down to there are no consequences. Business can't afford to lose employees, even bad employees. Employees know this and therefore have no reason to care. What's even more scary is this same thing goes on in the medical field to the same extent. The same thing goes on in everyday society. Look at the crime rate all over the country. Criminals have no consequences for what they do, so their act becomes more violent and more repetitive. They know they will be right back out on the street again. Same with the employee, they don't have to answer to anything and know they will always have a job. And they have no self-respect for their own pride in the work that they do. Just my opinion.

I have a tendency to agree, but it is a very sad situ.

 

[loveurdj]

Wish more places would realize this. Like @Discount Tire, they've got my loyalty for all things tire related. I'm always stunned at the level of service they provide. Maybe they should open up a Ford service shop

I second this motion.

 

[Vito]

Well, I am now a month out from when my Pro was checked in to my dealer with multiple HVB errors and CSPs, no update from the dealer, in fact Ford CSA assisting me is telling me that Ford corp can't get the dealer to reply to their status requests on my truck and they tried multiple times......at this point I have no clue as to who is telling the truth .... this was my first Ford purchase and it looks like it will be my last....this is VERY bad

 

[mobilelingual]

Well, I am now a month out from when my Pro was checked in to my dealer with multiple HVB errors and CSPs, no update from the dealer, in fact Ford CSA assisting me is telling me that Ford corp can't get the dealer to reply to their status requests on my truck and they tried multiple times......at this point I have no clue as to who is telling the truth .... this was my first Ford purchase and it looks like it will be my last....this is VERY bad

Sorry to hear you are having issues as well!

 

[Grumpy2]

Ford CSA assisting me is telling me that Ford corp can't get the dealer to reply to their status requests on my truck and they tried multiple times......at this point I have no clue as to who is telling the truth ....

I just read your previous posts. The CSA your talking to is part of the BEV group? If not, call them -800-334-4375 and tell them your details.

I wouldn't trust your dealer, he seems to blow smoke instead of telling you facts.

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