Ford Warranty Service, very dissppointing.

[Danny]

Last week I had ford look at my Zetec for a issue with the CD player: It had a bent part inside it that made a plastic gear grinding noise when you turned it off and on (Something with the loading mech I beleive). So they ordered a whole new unit and said they'd call me when they had it.

This week (monday) they rang to tell me that they had received it. So I nominated thursday as the day for it to go in. Ford told me to allow two days.

Now it wasnt my fault that the car was gonna be there, nor is it my fault that I'm a P plater and need to be at uni in geelong some 100 kays away from the service place, but they wouldnt let me have a car because of my age. They merely offered to call a cab to get me somewhere and didnt offer to fix up the cab charge. I'm really peeved about this, and what exacerbates it is that I got the car back about an hour ago, and the NEW headunit has a faulty Volume control, so again another unit has been ordered, and now we have to go through this ALL AGAIN once the next new one arrives!!!

They wont even let me pay extra to get the Ghia's 6 stacker, I ask them why not and the excuse is a real eloquent "arr they just wont mate"(!!!). I'm really really dissappointed with the customer service here. Its **** poor.

Does anyone know what my rights are? what can I demand? Or what are their obligations in this situation? I'm missing important uni becasue these people cant seem to get it right. They wont lend me a car, and wont offer to pay for transportation, merely me an "It'll be here two days, so put up with it" attitude, and its really ****ing me off no end. Ford. Great to their customers arent they....

[EA2BA]

courtesy cars are just that a courtesy extended to to who they feel courtious towards ..

You should be able to order an upgrade, the main thing that may stop it, is its a factory fit not a dealer fit, meaning different loom in the car so not an option, check the brochure it may not be an avaliable option regardless.

I think if you have a valuable new car, you should get a courtesy car even if its a beat up old datsun 120Y.

[TheSneakiness]

Are these the same blokes you were praising when you first got the car?

[b2tf]

Originally Posted by Dellboy999

I think if you have a valuable new car, you should get a courtesy car even if its a beat up old datsun 120Y.

Absolutely. Many know I am on good terms with my dealership and thus I get a car just about whenever I want one, but thats not the issue.

Fact of the matter is that if you're going to be inconvenienced by their work, they should accomodate that. I would question why it takes 2 days to fit a CD player when anybody can fit an aftermarket one in under one hour tops. The stock headunits are certainly not hard - one, two plugs into the back of it from memory and thats it. Why they feel they need 2 days to do that is beyond me and I would be asking for a reasonable explanation of why they think it is.

Did you end up getting the cab? If so, send them a copy of the bill along with a letter explaining the situation. Also send a copy of this same documentation to Ford CRC, call them first and let them know whats going on, then tell them what you're sending. Ask for reimbursment for the cab fare.

The age thing is something that some dealers get arcky about. To be honest I can see where some of them come from but at the same time it is only fair they give you a vehicle to use in the interim, even if it is an AU3 Forte with 220,000 on the clock as is the case at my dealership.

My advice would be give it to them, let them know how you feel and see how you go with another dealer. When going to other dealers ask to meet the service advisers (there's usually more than one), pick one out who you feel comfortable with and instruct the staff that your car is to go into their team only. Also make it known you will require a courtesy car, youre happy to give them a copy of your licence and sign an agreement form (I have to do this whenever I get a car, its no big deal), and you will return it when they call you to tell you your car is ready. I guarantee you they wont take 2 days to fit it then!

[Danny]

Originally Posted by AUII SE Ute

Are these the same blokes you were praising when you first got the car?

Yeah but the dealership is about 5 kays away from the service centre and when you talk to either they tell you "but we've got nothing to do with them".....

I was happy with who I bought it from, just not with the service mob.

[b2tf]

Originally Posted by Danny

Yeah but the dealership is about 5 kays away from the service centre and when you talk to either they tell you "but we've got nothing to do with them".....

I was happy with who I bought it from, just not with the service mob.

Doesnt matter. If they both come under the same dealership name, the DP is the man to speak to because he is the man at the top of all of it.

[zetec]

They are under no obligation to give you a courtesy car, it is called a courtesy car and not a guaranteed car. If they gave a car to everyone, they'd need a fleet of 30 cars and your service costs would be triple, so nobody would go there to begin with thus defeating the point. I support a fair system of user pays, unless it's within a month of purchase and something drastically fails or there are mitigating circumstances.

As for P plater, it may be a valid reason, regardless of whether you're leaving them a $80,000 LTD or a $20,000 Fiesta, they can't do much about their insurance costs if that's what's stopping them. Probably easier to just bar the P-platers and insure the cars for everyone else, after all they're a business that has to keep costs down like the others.

With the factory head unit, you did explain that on our last cruise and I would agree it should be optional, but I also see their reasoning, if it's not a factory option then it seems fair enough that you can't get it done later through warranty. It still sucks, I'd love a 6-stacker in mine and unfortunately I can't unless I pay top dollar aftermarket. Just gotta live with it unfortunately.

Everyone easily slags off Ford Dealers, we're all guilty, when in this process they seem to have done the right thing by you, their hands would be tied on what stereo they can be reimbursed for and they have promptly ordered you a second radio. I'm sure they weren't trying to make the second unit fail, they want to see you hapy as soon as you want to be happy. Just make the most of an unfortunate situation and live to fight another day!!

[Psycho Chicken]

2 days to change a head unit?! We do it while the customer waits.

[zetec]

Fiesta involves dash removal however, it's more complex than just the head unit.

[Psycho Chicken]

Fair enough then!

[Danny]

Originally Posted by zetec

They want to see you hapy as soon as you want to be happy. Just make the most of an unfortunate situation and live to fight another day!!

Sometimes Mat as I'm sure many here on the forums will agree, the service people and dealers for ford can come across as rude and abrubt, They dont act like they value your patronage or the fact you've chosen thier dealer for your service.

Their attitude and demeanour is "you'll not have the car for 2 days and theres nothing you can do". No explanation, just grunts and frowns. Its not on at all.....

[Bluehoon]

The sad thing (and the main point here), is that the only way to get it done properly. Is to fight tooth and nail and go for the gullet.

I, to get my warranty work done, now go straight to the DP.....
As the local service department is that useless.

No one should have to fight like this, drive in, get it done right, drive out... FFS Ford, is it that hard?????

[b2tf]

Originally Posted by filthy_monkey

The sad thing (and the main point here), is that the only way to get it done properly. Is to fight tooth and nail and go for the gullet.

I, to get my warranty work done, now go straight to the DP.....
As the local service department is that useless.

No one should have to fight like this, drive in, get it done right, drive out... FFS Ford, is it that hard?????

Thats the way I see it too. I can see both sides of the story, but really, as Danny has already pointed out, its not hard to take the time and explain whats going on and why its going to take so long.
I always ask questions about whats happening to my car, even if it is only a regular service. Sometimes they give me a confused look as to say "why are you even asking" but its my car and I'm entitled to know whats going on with it!

As for the courtesy car thing, well yes thats true - insurance is a , but even if you dont get a car, at least a lift somewhere would be making some effort to minimise inconvenience. My dealer has 2 Territories for people to dropped into town to do shopping etc while their car is being serviced, they also pickup to bring you back to the dealership.

[Bluehoon]

Originally Posted by back2thefutura

Thats the way I see it too. I can see both sides of the story, but really, as Danny has already pointed out, its not hard to take the time and explain whats going on and why its going to take so long.
I always ask questions about whats happening to my car, even if it is only a regular service. Sometimes they give me a confused look as to say "why are you even asking" but its my car and I'm entitled to know whats going on with it!

As for the courtesy car thing, well yes thats true - insurance is a , but even if you dont get a car, at least a lift somewhere would be making some effort to minimise inconvenience. My dealer has 2 Territories for people to dropped into town to do shopping etc while their car is being serviced, they also pickup to bring you back to the dealership.

True.

Dealer courtesy lifts etc etc are good, and i see them all the time.

The attitude that ford / dealers have towards quaity of parts / workmanship is disturbing.

It's something that needs to be addressed.

Half the time, you know more then the service guy you are asking!!! it:

[AUXRVIII]

Originally Posted by Danny

Last week I had ford look at my Zetec for a issue with the CD player: It had a bent part inside it that made a plastic gear grinding noise when you turned it off and on (Something with the loading mech I beleive). So they ordered a whole new unit and said they'd call me when they had it.

This week (monday) they rang to tell me that they had received it. So I nominated thursday as the day for it to go in. Ford told me to allow two days.

Now it wasnt my fault that the car was gonna be there, nor is it my fault that I'm a P plater and need to be at uni in geelong some 100 kays away from the service place, but they wouldnt let me have a car because of my age. They merely offered to call a cab to get me somewhere and didnt offer to fix up the cab charge. I'm really peeved about this, and what exacerbates it is that I got the car back about an hour ago, and the NEW headunit has a faulty Volume control, so again another unit has been ordered, and now we have to go through this ALL AGAIN once the next new one arrives!!!

They wont even let me pay extra to get the Ghia's 6 stacker, I ask them why not and the excuse is a real eloquent "arr they just wont mate"(!!!). I'm really really dissappointed with the customer service here. Its **** poor.

Does anyone know what my rights are? what can I demand? Or what are their obligations in this situation? I'm missing important uni becasue these people cant seem to get it right. They wont lend me a car, and wont offer to pay for transportation, merely me an "It'll be here two days, so put up with it" attitude, and its really ****ing me off no end. Ford. Great to their customers arent they....

So why didn't you take it to Gorells in Geelong & leave it while your at uni?

[Danny]

For 2 days in Geelong??

Unfortunately My uni does not have a motel tacked onto the side of it.

Besides, I nominated the day that I would have the car done (a day off) then found out that it would be ready in 2 days.

[AUXRVIII]

I don't think it would have taken 2 days, I think you have been taken for a ride. I can fit one of those audio units in 1hr.

[deesun]

At my dealer they have two young "greeters" and they direct you to the correct lane for your brand of car "multi-brand dealer" theres a whiteboard with your rego on it, the greeter goes in to get your card and details and asks you to wait till service advisers get to you. S/A then asks what needs done and you sign the warranty form. Car is always ready on time. A driver then takes you where you need to go in the latest people mover Terra/Chrysler/Hyundai and will pick you up when car is ready. Major services the car is washed. Everything is almost always fixed but they aren't perfect but I've no complaints yet. :

[Bucknaked]

Originally Posted by deesun

At my dealer they have two young "greeters" and they direct you to the correct lane for your brand of car "multi-brand dealer" theres a whiteboard with your rego on it, the greeter goes in to get your card and details and asks you to wait till service advisers get to you. S/A then asks what needs done and you sign the warranty form. Car is always ready on time. A driver then takes you where you need to go in the latest people mover Terra/Chrysler/Hyundai and will pick you up when car is ready. Major services the car is washed. Everything is almost always fixed but they aren't perfect but I've no complaints yet. :

Who's the dealer.

[Bluehoon]

Originally Posted by deesun

At my dealer they have two young "greeters" and they direct you to the correct lane for your brand of car "multi-brand dealer" theres a whiteboard with your rego on it, the greeter goes in to get your card and details and asks you to wait till service advisers get to you. S/A then asks what needs done and you sign the warranty form. Car is always ready on time. A driver then takes you where you need to go in the latest people mover Terra/Chrysler/Hyundai and will pick you up when car is ready. Major services the car is washed. Everything is almost always fixed but they aren't perfect but I've no complaints yet. :

Sounds too god to be a Ford Dealer.

yes they are all human and make mistakes.
But at least try and work with it......

Now, where is this dealer?
Are they this good with Ford Warranty??

[deesun]

MEDIEKE FORD Port Macquarie,Mid North Coast of N.S.W I guess that won't help any of you though a bit far to go for a service eh?

[Bluehoon]

Originally Posted by deesun

MEDIEKE FORD Port Macquarie,Mid North Coast of N.S.W I guess that won't help any of you though a bit far to go for a service eh?

Next time i am visiting family :eclipsee_ :Reverend:

[zetec]

I highly recommend Bayfords at Epping (for those in North/Eastern Melbourne) through personal experience, very impressed with their service and new facilities, always offer a lift, even washed the car when in for warranty (and not in for a service either!!).