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Was I over the line whith this one?

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    Votes: 1 5.3%
  • No

    Votes: 18 94.7%
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Discussion Starter · #1 ·
Ok before I get pumbled by all the hard core ford fans, I want to let you know I'm FORD all the way, but I think that people should know and be able to let people know about good/bad customer care.



About six months ago my heater core blew in my truck, no biggy. When I when to see the service rep at elliot lake ford (I always gave them good buissnes) the rep who's name I won't mention told me it would cost over 1000$ for the install due to taking apart the whole dash. So when he ask what day would be good to come in I told him I was gonna shop around on that one, that I wasen't too crazy on paying 1000$ labour for a 100$ part.



He went nutz, he started yelling saying you can take your buisness elsewere and that they helped me out sooooo much that I should be greatful they even worked on my old truck there was too many miles on her, bla bla bla....wow... So I told him were to shove it then took off.. got my heater core fixed by a ford mechanic after hours for 400$....



Now everytime I go there with the work trucks he's never been nicer because my boss buys a new truck every other year and are vehcles get regular maintenace almost every month because we use them lot's and drive them hard...He hates the fact that my truck never goes in there garage anymore and is running better than ever.



I think no matter what you drive or spend, if you represent a big corperation like Ford you should keep your mouth zipped and a big smile, unless it get's personal. If it's your one private company then do what you want.



Any comment's, bashes(be nice), own stories are welcome. Post them up!!!!!!!!!
 

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Discussion Starter · #2 ·
Out for the night I'll let this on simmer a bit:drinks: Happy New Beers!!!
 

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He went nutz, he started yelling saying you can take your buisness elsewere and that they helped me out sooooo much that I should be greatful they even worked on my old truck there was too many miles on her,
Being a tech I have seen lots of similar scenarios like these played out time and time again ! This kind of thing is why Ford has their customer feedback survey for sales and service departments.( if you recieve one in your area ) Every good or bad response they get back is posted on internal ford website for dealer principal/service manager/sales managers to review good or bad it is all there. The service manager should take appropriate action in a case like this to help you out for the arrogance and sheer unprofessionalism of his employee.:violent105: Some service advisors/reps think that they have the only means by which you can have your truck repaired and they lose business because of this attitude they must remember The customer is always right !!!! and if it takes discounting the parts and labour to keep a customer happy so be it. They will always make it back over the long run when they recieve referals from that customer to other people. :drinks:
 

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I can't comment on your situation, but I have bought at least a vehicle from each Ford dealer in London and St.Thomas in the past 15 years. I went to Orangeville to buy the last(3 hour drive)........nuff said! I get the vehicles serviced at a local independent(not a dealership) when I can't do it.
 

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ALL of my experiences of Ford dealers have been in the states!!!!

The good experience for me was the dealer when I got my truck from a Ford dealer in Louisville,Ky!!! Everything when great and had no problems with them.

The Bad experience was about this time last year when my bro and I went to see our younger bro in Ky. We drove my bro 01 F250 V10 and everything was going great on the trip down to Ky, until we were in Dayton,Oh. We heard a and bad sound from the engine and my bro check it out and found a plug came out of the head(spitting a plug). In Ohio they have road side service and one of them stop to check on us and the guy called for a tow truck. Since we are hours away from our bro house and my bro decided to take the truck to a local Ford dealer in Dayton. Lets just say my brother didn't get his truck back over a week after dropping it off with them!!!
 

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Bush_aholic
you were not over the line, that just sounds like a dealer tiring to rip you off and take you for a ride witch is total crap on their part and it wouldnt make me want to deal with them in the future
 

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Discussion Starter · #8 ·
I don't go to dealerships anymore for repairs, if I can't or don't want to do it myself(thanks winter) I go to a private shop with my personal truck, they are much nicer and welcom your buissnes. But I'm trying to get my boss to go to Blackstock for the FX6 package on his 08' F350, showed him pic's yesterday.

98nascartruck
I blew 2 plugs from my heads at 190000km, the same ford dealer in elliot lake found other problems to fix and charged me 3000$, took both heads to get all holes machined, new manifold, timing chaine(link or something), 2 new coils, I cant remeber anything else, but wow$$$ he gave me the part's at cost for that repaire and that's why when he freaked he said they helped me out lot's, ya rite......I have more than one truck and they knew this so it took three weeks to get it back...
 

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I bought both my Ranger and Focus from Erinwood Ford in Mississauga. For service I go to either Erinwood Ford or Meadowvale Ford. Both dealers are great. The worst thing about Ford is Ford themselves. Ford of Canada treats customers like crap. After you sign your purchase contract Ford of Canada does not want to hear from you till you want another vehicle. I fought Ford for 2 years and finally ended up in court. Two days prior the court date Ford of Canada calls me asking to settle out of court. It was a very good settlement.
 

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I took my truck in to the local dealer for an oil change and tire rotation on a Saturday. The dealer closed at 3 and I was working until 6 so I told them to put it outside and lock the keys in it and I would come get it. When I got there I noticed my truck was dirty, like it had been driven down a gravel road, no biggy I thought they have a gravel parking lot. I go to open the door and its already unlocked with my keys sitting in plain view on the drivers seat. I notice that my carpet has dirty foot prints on it as well. I start it up and look at my gas gauge and notice its down from where it was when I dropped it off, then I look at the odometer, 60km's more than when I dropped it off! The next Monday I went in to complain and got blown off by the guy at the service counter, he got the guy who worked on it and he told he didn't drive it and took of. When I told my dad (he has bought countless trucks from them & had a Mustang on order at the time) about this he called the dealer and talked to the GM and told him how they treated me when I came in to ask them about it. He told them to fix the problem or they never see one of our 3 trucks in ever again and he'll cancel the Mustang.

The problem was never really resolved, all I received was an apology on the phone from the GM. Now when I take it there I specifically say DO NOT DRIVE MY TRUCK.
 

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Discussion Starter · #11 ·
I would have been PO'd told them to give me gas money and detail the truck....lol
 

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A bit long winded but these are my experiences at my dealership.


I bought my Ranger used at Marigold Ford & Lincoln in Whitby, Ontario last March. My truck was still under factory warranty when I bought it so of course they tried to upsell me the extended warranty. I couldn't afford it at the time so I declined.

A couple of weeks later I got a follow up call from the salesman wo sold it to me and during our conversation he told me that the previous owner may have had already purchased the warranty and I may be able to transfer it over. So I went in and got the warranty transferred over into my name and upgraded it while I was in there. So now I'm covered bumper to bumper for an extra 4 years or 150k and it only cost me $700 as opposed to $2000+.

A few weeks after that I received a customer package with a picture of me picking up my truck that was made into a calander. I thought it was a nice touch.

When you buy a vehicle from them you get every second oil change free for a year. When in for my first oil change 5k later (55k on the odo) I told them of a slight squeek I could hear when driving slow. About 45 mins later they brought my keys back to me and informed me they just replaced the front brakes free of charge. Another time I was in they replaced My third brake light free of charge also.

I upgraded my oil to synthetic on my second oil change. When I went in for my third (free) oil change I asked if i could get synthetic oil and just pay the difference on the bill. It took some messing with the computer but they obliged without complaint. (Which is more than I could say for the dealership that I bought my Ram from.)(Psst. Not that I need to tell a bunch of Ford guys, but steer clear of Big 4 Dodge on Mcleod Trail in Calgary. But that is a story for another topic. lol)

I've had good experiences with Marigold Ford and would recommend them. If we do plan on getting the new Escape when we get rid of the Ram Marigold will get my business unless something happens before then.
 

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wow that is really good service, so far my experiences in 2 months, have been to the dealership 4 times, i have been hasled, had rude service and ripped off. Glad someones getting good service ...
 

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Well I'm hoping the trend continues cause when I was under my truck doing the exhaust I noticed my tailshaft seal was leaking and my tensioner is getting noisy. So I guess I'll see how they handle the warranty work.
 

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my 9 months or so of service experience has gotten me a little hot under the collar a few times as well... first of all, nobody answers the phone in that place... like on a tuesday afternoon at 2:30... i sat on the phone re-calling and re-calling for about 40 minutes and never got an answer, just ringing. So Mr. Lube got that service... Then I noticed a bad wheel wobble in the rear passenger side wheel. I had a service booked for the following morning so i just dropped it at the dealership on the way home from work and asked them to have a look at it during the service. Guy said, sure no problem, we'll call yea as soon as we're done. So the next day im sitting at home, with no ride, waiting to hear so i can get to work... The service was booked for 8am, and now its noon, so i called the guy up and he said, oh yea, yea... um service was good, topped up yer fluids...yadda yadda yadda... annnnnd youve got a bent axle. So i say, fine, order the parts, let me know when they come in and ill decide whether or not i'll do it myself. So three days later, i call them up, and say, Make sure, the parts ordered, and ill book my appt for you guys to do it when it arrives... ok. my appt comes up another three days later and i show up, drop off my truck, get picked up and im not even off the lot and my cell rings... "yuuhhhh, we fergot to order the parts" so thats a week, during which, TWICE i called and asked you to order the parts. I book a day off work to get it done and you FORGET!!! "uhhh the guy who was spossed to do it went on holidays... so he forgot" so now I have to book off another day of work so you guys can do this again... itsa a good thing im a relaxed guy, i didnt fly off the handle, i just calmly told them i wasnt impressed, and they needed to get it together...(also, i didnt have to book anytime off work, i was on vaca... but they didnt have to know that... ) so yaah, guy was abit dim, gave me $200 off annnd im looking forward to my next experience
 

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Discussion Starter · #17 ·
Sounds like they take phone service lessons from bell. Ford need's to step up and take care of some of the bad apples for dealers, makes all the other Ford dealer's look bad. I know I can't really trust the dealers anymore because I was always well treated in elliot for the first year but the first time I disagreed(very politely) with them they turned on me, I wasn't so polite after that.
 

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i have had great service from whitehorse motors. the one salesman( who no longer works there) would personally go out and wash each vehicle that me and the wife wanted to test drive, there was 3 or 4 that day. we settled on the expy and brought it home. when i got it home i noticed the rear tires had the steel belts poking thru in a couple places, so much for a pretrip eh? got on the phone and complained, the salesman shipped 4 new tires( better brand) the next day on the bus. also years ago i was driving into whitehorse with my then 89 f150 and the transfer case pump broke. it was over warrenty by a few thousand km's, but they got me in the same day and fixed it under warrenty. i have bought 6 vehicles from them.
 

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eh, im too nice. i told them what they all were... but suprisingly with no profanity lol... nah i used to work in the same kind of customer service crap...at a parts store, and i know it sucks when you get customers like that. but i never once blatently placed the blame on someone else, thats what got me ticked.."oh, he went on holidays so he fergot uhuhuhuhuh" but rantin and ravin wont get yer parts any faster, so just be cool. plus you dont need to yell to be intimidating wen yer 6'4 220 pounds lol
 
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