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Main Forums => The Roundtable => Topic started by: RoadKingLarry on July 23, 2021, 03:48:48 PM

Title: Ford dealer customer service fail
Post by: RoadKingLarry on July 23, 2021, 03:48:48 PM
Here is my Ford debacle as posted Facebook. Posted it on the dealership's Facebook page as well but surprisingly enough it didn't stay up long.

Bought our brand new 2021 Ford Explorer on June 28th.
Less than 24 hours after we drove it off the lot it showed an airbag fault, that was June 29th. Called in to Jack Kissee Ford service department,  they can't get it in till Friday July 9th. Take it in on the 9th and they decide it needs a wiring harness. They've put in an "emergency order" (their words) and they should have the part on Monday. Oh, and by the way it's not safe to drive. Nice to know after Mitzie and the grand kids have been running around in it for a week.
Called on Tuesday,  don't have the part, can't get the part, no idea when they might get the part. Called back on Friday,  still no parts. I let them know that I am very unhappy and request an escalation.  Another manager calls me back and offers to bring me a loaner, offer accepted.
So now I've had their loaner for a week (they keep calling it a rental? If they try to charge me rental things will get unpleasant). Still don't have the part and no idea when (or if) they will get the part.
Our brand spanking new Explorer is still waiting parts. Jack Kissee Ford tells me there is nothing they can do. Meanwhile, it's been sitting on their lot waiting repair longer than it was in my driveway. I have to tag it next week and I still haven't even put a tank of gas through it. I can't recommend Jack kissee Ford or Ford in general. Very dissatisfied and disappointed.

I'm *expletive deleted*ing pissed. So far I have been proffesional when dealing with the service manager while making damned sure he knows I'm absolutely livid and thoroughly disgusted with the whole affair.
Title: Re: Ford dealer customer service fail
Post by: WLJ on July 23, 2021, 03:55:53 PM
Could be a similar/related problem to the chip shortage that's effecting all makes, they just can't get certain parts right now.
Title: Re: Ford dealer customer service fail
Post by: Declaration Day on July 23, 2021, 04:12:32 PM
I think WLJ is probably right. Their hands are tied if the part is not currently available.

Enjoy the loaner. Smoke some weed in it, and take it off-roading.
Title: Re: Ford dealer customer service fail
Post by: cordex on July 23, 2021, 04:16:59 PM
Yeah, if you've got a comparable loaner is there a real issue?  You're putting depreciation on someone else's vehicle instead of your own.

Considering the price of rental cars these days I wonder how much it is hurting them already ...
Title: Re: Ford dealer customer service fail
Post by: Brad Johnson on July 23, 2021, 04:26:56 PM
Keep careful track of the days. If it goes out to day 31, this link may come in handy...

https://www.consumeraffairs.com/lemon-law/

Brad
Title: Re: Ford dealer customer service fail
Post by: Hawkmoon on July 23, 2021, 04:38:00 PM
https://www.youtube.com/channel/UCMljRGC0eBJrxbUorWEnasg

Lemon law is his specialty.
Title: Re: Ford dealer customer service fail
Post by: Brad Johnson on July 23, 2021, 04:54:32 PM
Oklahoma lemon law summary.

https://bbbnp-bbbp-stf-use1-01.s3.amazonaws.com/docs/default-source/auto-line/lemon-law-summaries/ok-ll-summarycb3e918fbe1544e69e6d3c744e8b778c.pdf?sfvrsn=3f54d6a3_5

Brad
Title: Re: Ford dealer customer service fail
Post by: RoadKingLarry on July 23, 2021, 05:06:07 PM
Oklahoma lemon law kicks in at 30 business days in the shop for the same problem. Today makes 11 business days. As far as their hands being tied I call bullshit. And in polite language I told.the service manager that i considered their stance to be one of won't rather than can't.
I haven't even tagged it yet.
Title: Re: Ford dealer customer service fail
Post by: Ben on July 23, 2021, 05:14:18 PM
Yeah, I'm afraid with the shortages/delays on so many things it will be hard to pin it on the dealer. I wonder if they have any vehicles just like yours on the lot? If you made a big enough stink, maybe they would pull the part from a yet to be sold vehicle and let that one sit in order to avoid the bad PR.*

The covid makes it really hard to know what is going on in a lot of industries. In some cases, the parts actually are floating around on the ocean, unable to be delivered. In other cases, people use the covid as an excuse. I had lunch with my realtor friend around a month ago, and she said title companies and loan companies continually use covid as an excuse for delays, even though it doesn't seem to make sense for covid to affect a title search.

*Google reviews can make a difference. I got hosed on something when I bought my F150 back in 2016. Dealer made promises regarding missing items in the truck that the salesmen kept blowing off after they got their check for the truck. I finally got sick of it and wrote a detailed one star review on Google. I got a call from the general manager the next morning and got it resolved within 24 hours.

If you write a negative review, avoid making it emotional. Detail the problem using neutral, non-whiny language. Because if you go on a rant, it just looks to readers like someone who complains about everything, and the dealer might ignore it.
Title: Re: Ford dealer customer service fail
Post by: Boomhauer on July 23, 2021, 05:18:07 PM
Parts are in extremely short supply, especially in the automotive and trucking segments. Just in time inventory does not work in a pandemic world.

Title: Re: Ford dealer customer service fail
Post by: Brad Johnson on July 23, 2021, 05:30:02 PM
Oklahoma lemon law kicks in at 30 business days in the shop for the same problem. Today makes 11 business days. As far as their hands being tied I call bullshit. And in polite language I told.the service manager that i considered their stance to be one of won't rather than can't.
I haven't even tagged it yet.

From the BBB link above, it looks like it's 30 cumulative days, not consecutive, in one calendar year. It's in the "Reasonable Number of Repair Attempts" section. Keeps them from being able to do the Day 29 shuffle that some places try.

Brad
Title: Re: Ford dealer customer service fail
Post by: RoadKingLarry on July 23, 2021, 06:30:48 PM
Yup, 30 cumulative business days total for the same problem. Weekends and holidays don't count.

They've got a few '21 Explorers on the lot so cannibalizing could be a possibility but I doubt they'll take that option. 
Title: Re: Ford dealer customer service fail
Post by: Jim147 on July 23, 2021, 08:33:21 PM
do they have another one just like it in stok
Title: Re: Ford dealer customer service fail
Post by: Regolith on July 23, 2021, 08:57:53 PM
https://www.youtube.com/channel/UCMljRGC0eBJrxbUorWEnasg

Lemon law is his specialty.

He had a video a few days back about a new Mustang that was in the dealer repair shop for 6 months:

https://www.youtube.com/watch?v=XJbATmr6zRQ

 :facepalm:
Title: Re: Ford dealer customer service fail
Post by: RoadKingLarry on July 23, 2021, 09:23:46 PM
do they have another one just like it in stok

Nope, closest they have is a white 2wd  XLT trim version. Not interested in 2wd or white.
The F150 XLT they loaned me is also 2wd and black. I'm not a fan of black vehicles. Just don't care for the truck,  I don't like the interior layout. It has 6 passenger seating but if flip up the front middle seat you lose the cup holders.

I also posted my above rant to the dealership's Facebook page, it wasn't up very long. I then posted it to their Facebook messenger.  Got.a reply pretty quick on that. Figured it was a bot at first but my wife confirmed that they did have a person of that name as an employee. Anyway, not too long after that interaction my salesman called me. He was very apologetic, didn't know about my problems, gonna stay on top of things, yadda, yadda yadda...I ain't gonna hold my breath.
I'm even less impressed with the dealership after this demonstration of no internal communication between service and sales.
Title: Re: Ford dealer customer service fail
Post by: Jim147 on July 23, 2021, 10:01:45 PM
My last post was short. I had a destruction of right hand today. If they can't replace it at this point tell them to **** off. You will find something something someplace else.

Did you use Ford finance? If so call them next.
Title: Re: Ford dealer customer service fail
Post by: Bogie on July 23, 2021, 10:31:55 PM
It ain't just about chips... Someone stole the cats off one of our new Nissan Kicks parts delivery cars - there were SIX sets available in the entire country.
Title: Re: Ford dealer customer service fail
Post by: K Frame on July 24, 2021, 06:49:34 AM
 I've become friendly with the service writer at my Subaru dealership.

Last year I had it in, if you all remember, because rodents chewed the wiring harness and it needed to be replaced.

A few weeks ago I stopped by for an oil change and was talking to Edwin and the wiring harness came up. He said it's good that it happened last year, because right now, there are likely NO specialty parts like that available for Subarus anywhere in the country, and they're having problems getting a steady supply of standard item parts.

So yeah, I feel your pain, Larry, but this really doesn't seem to be the dealership screwing you around; this seems to be the entire world screwing you around.
Title: Re: Ford dealer customer service fail
Post by: Boomhauer on July 24, 2021, 08:14:03 AM
I've become friendly with the service writer at my Subaru dealership.

Last year I had it in, if you all remember, because rodents chewed the wiring harness and it needed to be replaced.

A few weeks ago I stopped by for an oil change and was talking to Edwin and the wiring harness came up. He said it's good that it happened last year, because right now, there are likely NO specialty parts like that available for Subarus anywhere in the country, and they're having problems getting a steady supply of standard item parts.

So yeah, I feel your pain, Larry, but this really doesn't seem to be the dealership screwing you around; this seems to be the entire world screwing you around.


You can thank the  “lock everything down and pay people to stay home” crowd who doesn’t understand a damn thing about the economy and how interconnected everything is
Title: Re: Ford dealer customer service fail
Post by: Kingcreek on July 24, 2021, 09:23:05 AM
My local Jeep dealer parts manager told me they are waiting 5-6 months for some parts.
My Samsung dishwasher went out under warranty and my appliance repair guy said 2-3 months is likely. He patched it up and said it might be ok until the part comes in, or it might not.
The supply problem is everywhere.
They probably consider the loaner rental same thing and likely Ford Corp reimburses them something on it.
I understand frustration at having a newly purchased vehicle out of service, but honestly? I don’t think they are jacking you as much as they are just unable to fix it in the way you expect.
I would blame China they probably made the pandemic and the wiring harness and my dishwasher and Jeep parts.
Title: Re: Ford dealer customer service fail
Post by: Ben on July 24, 2021, 10:12:42 AM

My Samsung dishwasher went out under warranty and my appliance repair guy said 2-3 months is likely. He patched it up and said it might be ok until the part comes

Yeah, even early on last year, I had an in-warranty repair done on my Maytag commercial washing machine and the guy then told me I was lucky that he was just able to repair it (some part had worked loose), because a bunch of his other customers were going to the laundromat due to even simple and common parts being unavailable with no delivery timeframe.
Title: Re: Ford dealer customer service fail
Post by: MechAg94 on July 24, 2021, 12:12:10 PM
If it goes 30 days, I would still threaten lemon law.  There are probably other ways they could get the wiring harness IMO.  Either way, you shouldn't be making payments and paying interest while your vehicle is at their shop.  The value is steadily dropping and you can't even use it.
Title: Re: Ford dealer customer service fail
Post by: BobR on July 24, 2021, 12:51:27 PM
If it goes 30 days, I would still threaten lemon law. There are probably other ways they could get the wiring harness IMO. Either way, you shouldn't be making payments and paying interest while your vehicle is at their shop.  The value is steadily dropping and you can't even use it.

That's my thought,, have they quit building these things? If not there is probably a box of them sitting on the assembly line just waiting for a new build to come by to install it. Even if they are building 22s it is probably the same harness.

bob
Title: Re: Ford dealer customer service fail
Post by: Boomhauer on July 24, 2021, 12:52:54 PM
If it goes 30 days, I would still threaten lemon law.  There are probably other ways they could get the wiring harness IMO.  Either way, you shouldn't be making payments and paying interest while your vehicle is at their shop.  The value is steadily dropping and you can't even use it.

When you can’t get parts you can’t get parts. Just in time inventory is a killer for this they only make a limited amount of harnesses for applications like this. These aren’t normal times by any means.

And the dealer probably doesn’t have the ability to have one pulled off the assembly line. At my work we do have that ability for certain machines (large mining) but not the smaller stuff.
Title: Re: Ford dealer customer service fail
Post by: WLJ on July 24, 2021, 12:54:33 PM
That's my thought,, have they quit building these things?

We've got lots all over town (Louisville) full of brand new Escapes and F series pickups awaiting parts
Title: Re: Ford dealer customer service fail
Post by: Ben on July 24, 2021, 12:59:46 PM
That's my thought,, have they quit building these things? If not there is probably a box of them sitting on the assembly line just waiting for a new build to come by to install it. Even if they are building 22s it is probably the same harness.

bob

Regolith's link hit on that. The parts they have go into new vehicles instead of being sent to dealer parts departments, because the cash is in the new cars, not the parts. So if that's accurate, it's really corporate Ford's fault, at least for OEM parts. I have no idea how aftermarket parts distribution works.
Title: Re: Ford dealer customer service fail
Post by: Parker Dean on July 24, 2021, 06:00:52 PM
We've got lots all over town (Louisville) full of brand new Escapes and F series pickups awaiting parts
I haven't been up I71 for a couple of weeks so I haven't seen if the Kentucky Raceway lots are still packed with Ford trucks recently.

Apparently they do drive though because every once in a while I'd come across a convoy of 5-10 new trucks getting on at the 57 southbound heading for Louisville and presumably the Ford plant. I couldn't confirm their exiting for the plant since they'd quickly leave me in the dust.
Title: Re: Ford dealer customer service fail
Post by: BobR on July 24, 2021, 06:07:06 PM
We've got lots all over town (Louisville) full of brand new Escapes and F series pickups awaiting parts

I am anxiously awaiting the Super Duty (F350 DRW) deluge out to the dealers so I can go truck shopping. Right now used ones are priced more than when they were new, as many of us know. With new one hitting the market maybe the price of used ones will normalize.

bob
Title: Re: Ford dealer customer service fail
Post by: zxcvbob on July 24, 2021, 06:24:22 PM
I am anxiously awaiting the Super Duty (F350 DRW) deluge out to the dealers so I can go truck shopping. Right now used ones are priced more than when they were new, as many of us know. With new one hitting the market maybe the price of used ones will normalize.

bob

I'm watching a 2004 F-250 at a Ford dealer in central Texas.  Hope it's still there when I fly down next week.  Standard cab, long box, 4WD, small V8, 3.73 axle ratio -- just what I'm looking for in a Chevy or GMC 1500.  Ford or Dodge is close enough.  3/4 ton is a plus even tho' I don't need it very often.

(I'm not flying down just for the truck, but I did buy a one-way ticket)
Title: Re: Ford dealer customer service fail
Post by: RoadKingLarry on August 02, 2021, 10:09:23 PM
Finally got our Explorer back this afternoon.
25 days from dropping it off at the dealership.
Got home and the Ford Pass App notifies me of a fault in the blind spot/cross traffic alert system. :facepalm:
Title: Re: Ford dealer customer service fail
Post by: dogmush on August 03, 2021, 07:10:18 PM
I'm watching a 2004 F-250 at a Ford dealer in central Texas.  Hope it's still there when I fly down next week.  Standard cab, long box, 4WD, small V8, 3.73 axle ratio -- just what I'm looking for in a Chevy or GMC 1500.  Ford or Dodge is close enough.  3/4 ton is a plus even tho' I don't need it very often.

(I'm not flying down just for the truck, but I did buy a one-way ticket)

I'm 99.5% sure Ford only used the 5.4 V8 in that gen 250.  The big engine was a V10.

The truck 5.4's aren't horrible, but they aren't great. There's a TSB on the spark plugs threads, and if you (or the previous owner) wasn't careful about following the change process they are known for throwing the plugs out of the head.

04 was also the first year of the 3v 5.4 Triton, and they had recurring issues with the cam phasers until like the 06 model year.
Title: Re: Ford dealer customer service fail
Post by: Kingcreek on August 03, 2021, 07:34:18 PM
I'm 99.5% sure Ford only used the 5.4 V8 in that gen 250.  The big engine was a V10.

The truck 5.4's aren't horrible, but they aren't great. There's a TSB on the spark plugs threads, and if you (or the previous owner) wasn't careful about following the change process they are known for throwing the plugs out of the head.

04 was also the first year of the 3v 5.4 Triton, and they had recurring issues with the cam phasers until like the 06 model year.
Those triton V8 and V10 all had spark plug/coil pack issues as well as exhaust manifold bolts either rusting off or breaking heads off.
Title: Re: Ford dealer customer service fail
Post by: zxcvbob on August 03, 2021, 11:31:28 PM
The truck sold the day before I got here.  I'm back to looking; I've seen a few prospects w/o 4WD, but not even many of those.  This is Texas, dammit, there ought to be lots of used trucks available.   :mad:  I think folks with standard cab long box pickups just don't sell them, they drive them until nothing is left.  I have seen a few 2019 and 2020 models selling for more than a new 2021 special-order "work truck" would cost.  Don't know what's up with that.  Maybe the wait time for new special order trucks is more over a year because of the chip shortage, so anything actually on the lot sells for a premium.

I did a VIN lookup on that Ford F250 and it had the 2-valve version of the 5.4L V8.  From what I can tell, most of the expensive problems came with the 3-valve version with variable valve timing.  Those were put in F-250s starting in 2005; this was a 2004.  I don't know if the 2-valve engines had trouble with broken sparkplugs or not, what I've read implies that was a 3-valve problem but never comes out and states it as fact.
Title: Re: Ford dealer customer service fail
Post by: dogmush on August 04, 2021, 02:17:22 AM
I seem to recall it was a 3v issue.
Title: Re: Ford dealer customer service fail
Post by: Bogie on August 04, 2021, 02:39:13 AM
Ford bodies run forever. Chevy engines run forever.
Title: Re: Ford dealer customer service fail
Post by: K Frame on August 04, 2021, 06:51:46 AM
Friends of mine last week had the differential go south on their 1997 Chevy Silverado pickup (I think that was the model).

They're in Iowa. Had 284,000 miles on the meter. My fried was bummed, he was "this truck is a part of the family, some great memories..."

They decided to make new memories and found a really nicely tricked out V6 Toyota Tundra with decent miles at a dealership where they've bought a lot of cars over the years.

Title: Re: Ford dealer customer service fail
Post by: WLJ on August 06, 2021, 11:09:18 AM
Friend of mine who works at one of the Ford plants here just posted on another forum that it appears the chip shortage is over for them at least. Said they were just notified of overtime starting next week through the rest of the year with tentative Saturdays
Title: Re: Ford dealer customer service fail
Post by: BobR on August 06, 2021, 03:06:17 PM
Friend of mine who works at one of the Ford plants here just posted on another forum that it appears the chip shortage is over for them at least. Said they were just notified of overtime starting next week through the rest of the year with tentative Saturdays

That makes me happy, maybe there will be some decent prices in the next few months.


bob
Title: Re: Ford dealer customer service fail
Post by: Calumus on August 14, 2021, 05:56:44 PM
Friend of mine who works at one of the Ford plants here just posted on another forum that it appears the chip shortage is over for them at least. Said they were just notified of overtime starting next week through the rest of the year with tentative Saturdays

I’m hoping this is an industry thing. We ordered a new Grand Cherokee 5 weeks ago now, and as of yesterday the salesman has no updates. We were told 8-12 weeks when we ordered it; but wouldn’t you know it, the next day the GC production line shut down for a week. Their first shut down since the shortage started. This is my first time ordering a car instead of buying off of the lot; I’m not really enjoying the delayed gratification thing. To make it worse there are 5 Trailhawks within 40 miles of us that are exactly what we ordered with the exception of the engine. Closest one with a hemi is about 400 miles away.
Title: Re: Ford dealer customer service fail
Post by: Calumus on August 24, 2021, 10:11:08 PM
And... I got the text today that the Jeep is now being built, so maybe the supply of chips is loosening up. Now i just need to find out how long they usually take to build. We’re heading to SC for 3 weeks on the 5th, so I’m guessing that I’ll have to wait until we get back to pick it up.
Title: Re: Ford dealer customer service fail
Post by: RoadKingLarry on August 31, 2021, 09:35:24 PM
UPDATE!

The salesman from the Ford dealership called me yesterday.
They have submitted and received approval from Ford to compensate me for my troubles. An amount equal to one months car payment.
He said as soon as they get the voucher from Ford they would cut me a check and drop it in the mail
When (if?) I get it I'll post again.
Title: Re: Ford dealer customer service fail
Post by: Jim147 on August 31, 2021, 09:59:30 PM
But do you have your vehicle?
Title: Re: Ford dealer customer service fail
Post by: RoadKingLarry on August 31, 2021, 10:13:57 PM
As noted in reply #29 We got it back on 8/3 after 25 days in their shop.
Title: Re: Ford dealer customer service fail
Post by: RoadKingLarry on September 14, 2021, 07:28:57 PM
Final update on this saga.

The Dealership has redeemed themselves to some extent
We received a Check from the Dealership equal to one months car payment.
Better than a sharp stick in the eye or a kick to the 'nads but I'd have rather not have had the problem or the flusterlcuck in getting it fixed.

And now after 6 weeks in our possession we've had no further problems but my wife still hasn't figured out how to make the radio stuff work for her. She gets mad at me when I sit down and tap-tap-tap and it does what I want it to do.
 =D
Title: Re: Ford dealer customer service fail
Post by: Brad Johnson on September 14, 2021, 07:35:58 PM
She gets mad at me when I sit down and tap-tap-tap and it does what I want it to do.
 =D

We're married to the same woman, I see.

Brad