Ford to expand capped price service program for lifetime

[russellw]

Ford to expand capped price service program for lifetime as dealerships innovate to make consumer experience easier

Ford expands Capped Price Service Program to mark a major investment by the company and its dealers to make it easier and more fun for customers to buy and service vehicles

These “dealerships of the future” are being designed around a wave of new products by blending the best of brick-and-mortar retailing with web-based tools

More than 20 dealers in Melbourne and Sydney have completed the first pilots of the program, with 80 dealerships to be transformed by the end of 2015

Dealership staff will use new technologies as part of this transformation, including sales experts using iPads to help customers surf through the shopping experience with mobile apps to identify the best car for their needs compared to the competition

Melbourne, 09 Dec., 2014 – Ford will offer Capped Price Service for life beginning in February as part of a major investment to transform dealerships, making it easier and more fun for customers to buy and service vehicles.
Also, as part of its customer experience movement, Ford is creating “dealerships of the future” to transform how Australians experience a dealership from the very moment they walk into a showroom. Not only will this create an improved experience for Ford customers, but it will also challenge the likes of Toyota for better ownership benefits.
More than 20 dealerships – all in the Melbourne and Sydney areas – have undergone the transformation as the company launches an unprecedented wave of new vehicles that crescendos in 2015.
“Ford’s new vehicles are widely being credited for competing with the best products in the world,” said Bob Graziano, Ford of Australia President and CEO. “We now are taking a similar approach to innovating and transforming our dealerships to make it easier to buy and service these great vehicles.”
As part of Ford’s ownership promise, customers will experience the transformations almost instantly when they enter dealerships, which will now employ non-sales-oriented concierges to welcome customers and ask how they want to engage with the sales staff. This “permission-based” sales process continues throughout the experience.
A key highlight for customers is their own personalised reveal after their purchase. Just as has been done for decades at motor shows, the staff reveals the car at the centre of the store by pulling off a silk sheet off to create selfie moments customers can share instantly on their social channels.
However, the core of the transformation is that dealerships are evolving with modern customer trends. For example, sales and service experts blend modern technologies such as iPad-based shopping tools, SYNC-based product information during test drives and convenient online scheduling to make the experience easier and more transparent.
A number of dealers in Melbourne and Sydney have nearly completed the technological reshaping of sales and service departments to go along with Ford’s aggressive approach to increase customer satisfaction in all aspects of the dealership experience.
By the end of 2015, 80 dealerships will have completed the transformations.

Satisfaction improving
Customers will first notice the changes when they are greeted by a dedicated dealership concierge, right at the front door. Public perception of dealerships is one of sales-driven service from start to finish, but Ford is working to change that perception. The concierge greets new customers, welcomes them to the lounge area and prepares refreshments – all as a priority before a customer connects with a sales person.
Ford has already put in place a number of customer-service initiatives – including a comprehensive after-sales package.
The new initiatives are intended to place Ford dealers among the top stores in the country in terms of customer satisfaction. To do this, Ford is introducing cutting-edge technology to make car-buying and servicing easier while building on the transparency of Ford’s leading capped price service program.
“Innovation is at the forefront of design in all of our vehicles, so we are investing in technology on the dealership floor to give customers the most personalised, transparent experience possible,” said Graeme Whickman, Vice President, Marketing, Sales and Service for Ford Australia. “While we are re-inventing the dealership experience, many customers will actually find it very familiar to the technology they use every day or even from online shopping.”
When it comes to talking models, other changes that customers will see are sales people engaging with them using an iPad with key product, inventory and pricing information to make the discussion more seamless. The test drive also takes on a higher-tech feel with an Australian-first feature called the Smart Drive USB.
In real time during the test drive, potential car buyers can receive an explanation of the car features via the SYNC voice control system. Drivers simply ask SYNC about a particular feature to have the car talk to the driver about how the technology works.

Personalising your car
Building on this interactive approach, new apps used by the sales team allow customers to input their personal driver preferences and needs. From preferred bod ystyle to the number of passengers. The app can then help the salesperson identify recommended vehicles based on the individual needs – on the spot.
Customers ordering vehicles from the factory can follow the car-buying journey with ‘keep me informed’ emails, which will allow them to track their new car from when the first parts are put together, to the car arriving for collection at their chosen dealership.
To add a personal touch, a website dedicated to personalising their car will make sure the new Ford is ready-to-go on arrival. From tuning the radio stations to adjusting the cabin temperature, the new service will ensure the car is personalised for the driver before they even meet for the first time.
“By bringing technology like SmartDrive USB to our customers, we’re empowering them to make this important financial decision with all the tools they need to find the ideal vehicle for their lifestyle and needs as a driver”, said Whickman.
Ford is also adding a twist to the delivery process by staging personalised reveals where customers can pull silk sheets of their new vehicles and pose for selfies.

Comprehensive service
Ford is rolling out:

- Online service scheduling (ability to book your appointment online, whenever it suits you);

- Automated reminders via email or SMS to let you know when your appointment is coming up and keep you informed of the status of your vehicle on the day of repair.

- An interactive service reception where the customer is greeted by a Service Advisor equipped with an iPad, and together they review the work to be carried out, the condition of the vehicle, and capture any other concerns or work the customer would like carried out. The advisor can use the iPad to log any customer requirements or concerns, take photos or record noises, and then the customer signs the iPad to authorize the work. The iPad then generates an email which goes straight to the customer and includes the signed Estimate and any photos of the vehicle.

- A vehicle report card, provided free with each service, keeps you up to date with the condition of key maintenance items like brakes, tyres and the vehicle’s battery, and provides transparency on cost and required repairs.

This builds on Ford’s expansion of its Ford Capped Price Servicing program and added several new customer-focused features.

The company’s Ford Capped Price Servicing program is one of the industry’s leading programs and will only get better in 2015 when it is expanded for the life of the vehicle. The service has already been extended to include brake pad replacements. The Capped Price Brake program provides a maximum rate for brake pad replacement.
Ford customers also can take advantage of Ford’s Auto Club Program at participating dealers. Ford has partnered with each State’s auto clubs, the RACV, RACT, RACQ, AANT, RAA, NRMA and RAC, to provide this service. As part of the Auto Club Program, customers receiving a Capped Price Service will receive 12-months’ free State Auto Club Membership in their State (excluding FPV and Transit Custom). The Auto Club Program is with any capped price service up to 7 years/105,000 kms.
“The expansion of our comprehensive service package addition makes it easier and more affordable to service their vehicles with Ford dealers,” said Whickman. “We have seen a significant increase in retaining customers after introducing our Ford capped price servicing program and expect to build on that success by expanding the program.
Ford Capped Price Servicing is available on all Ford vehicles built from 2007.

[superfly]

Great news! I'm loving the capped price servicing. I have compared it to others and it's certainly good value. Subaru seems to be expensive with their services costing more and are 6 monthly. And doesn't include road side assist.

Keep it up Ford!

[LooLoo18]

Now they just need to extend the warranty to atleast 5 years!!

[DFB FGXR6]

Its encouraging to see Ford acknowledge the need for improvement at the dealership on all levels. Combined with the new wave of products, it seems Ford are really trying, as apposed to making ridiculous claims(ie: Holden will be sales leader by 2020)

[MattstaF6]

Would still never go to a dealership. They always charge more and put average, cheaper oils in. People are waking up and have stopped going to them at that's why they are improving. Otherwise there service departments will go.

[csv8]

KTAS replaced my Fez power window motor $120 cheaper than my local Ford dealer and using genuine parts..Ford need to look at dealership pricing....

[PTR_NITRO_FG]

Originally Posted by russellw

Ford is also adding a twist to the delivery process by staging personalised reveals where customers can pull silk sheets of their new vehicles and pose for selfies.

This all sounds pretty good! (if you can afford a new car).

Well done Ford.....only thing I didnt like in this speal was the quoted sentance; selfies sounds super ghey!

[mcnews]

I have been finding servicing a fair bit dearer under the capped price servicing scheme, by a fair bit. The offset is they give you a year's roadside assist with your capped price service.

[richo77]

Originally Posted by mcnews

I have been finding servicing a fair bit dearer under the capped price servicing scheme, by a fair bit. The offset is they give you a year's roadside assist with your capped price service.

Agreed completely. I have found that all it takes is to ask them to reduce the capped price and for me they dropped their prices dramatically. I encourage the rest of the Ford community to do the same!

[csv8]

Originally Posted by PTR_NITRO_FG

This all sounds pretty good! (if you can afford a new car).

Well done Ford.....only thing I didnt like in this speal was the quoted sentance; selfies sounds super ghey!

BMW do that...

[PTR_NITRO_FG]

either way its still gay!

I understand taking a photo of your new beast....but a SELFIE and PULLING A SILK SHEET OFF is friggen lame!

[superfly]

Originally Posted by mcnews

I have been finding servicing a fair bit dearer under the capped price servicing scheme, by a fair bit. The offset is they give you a year's roadside assist with your capped price service.

I've only done capped price servicing so I don't know if it's dearer than before. But comparing it to other makes capped price servicing, it's actually pretty cheap especially factoring in the road side assist.

And comparing it to getting my wife's 13 year old WRX serviced, Ford is cheap!

[csv8]

My i20 comes with capped price servicing first two are $239 then $295 then back to $239. For life of the vehicle. 5 year unlimited km warranty. Fixed price brake pads ...Plus Road Side Assist for 5 years..Premium Road Side Assist is another $20 a year.. Ford really need to lift their game. Lifetime Capped Price Servicing is a start but pricing needs to be reduced...Warranty needs to be 5 years unlimited, competitors are proving a challenge!!!!!
Road Side assist is good but not for us country folk..we need Ultra for the distance we drive and no manufacturer gives that..

[galaxy xr8]

I am pleased to see capped price servicing commitments from Ford to match the others or better, but I would much rather they lift their game with respect to warranty, even Holden are now offering 5 year’s factory backed warranty.

Ford Australia need to be a lead player here not just following up from what others already do.

[FoxtrotGolfXray 5.0]

Originally Posted by csv8

My i20 comes with capped price servicing first two are $239 then $295 then back to $239. For life of the vehicle. 5 year unlimited km warranty. Fixed price brake pads ...Plus Road Side Assist for 5 years..Premium Road Side Assist is another $20 a year.. Ford really need to lift their game. Lifetime Capped Price Servicing is a start but pricing needs to be reduced...Warranty needs to be 5 years unlimited, competitors are proving a challenge!!!!!
Road Side assist is good but not for us country folk..we need Ultra for the distance we drive and no manufacturer gives that..

CSV8, you really need to take stock as to what 'Capped' price means.....it is not the same as a 'fixed' price!!!! Whilst you may think you are getting a good deal with your 'capped' price service on your Hyundai, my current Fords as well as my previous FG G6 have been serviced both prior to the 'Capped' price service and after, and I have rarely paid more than your 'Capped' price!!

In my very humble and honest opinion, any Ford owner who pays the 'Capped' price for a service (especially the 'A' minor service) should be asking themselves and their dealer some questions.

Again, 'Capped' price is not the same as 'Fixed' price. I've told you this before but you either choose to ignore it or don't get it.

Craig H

[csv8]

psychobimbo is an appropriate name!! settle down!! both my Falcon and Feista have had Fords "Fixed Price" serving and been charged extra for brake fluid, radiator coolant , power steering fluid etc change on top of the $305 FIXED PRICE !!!! to me, that should be in the FIXED PRICE!! dealer doesn't agree...If manual tells you thats whats included in that service then FIXED PRICE it should be, but its not....I now use KTAS for my cars much cheaper and honest to deal with..Time will tell about Hyundai...game is changing..Ford needs to step up to the plate !!!!!

[FoxtrotGolfXray 5.0]

Originally Posted by csv8

psychobimbo is an appropriate name!! settle down!! both my Falcon and Feista have had Fords "Fixed Price" serving and been charged extra for brake fluid, radiator coolant , power steering fluid etc change on top of the $305 FIXED PRICE !!!! to me, that should be in the FIXED PRICE!! dealer doesn't agree...If manual tells you thats whats included in that service then FIXED PRICE it should be, but its not....I now use KTAS for my cars much cheaper and honest to deal with..Time will tell about Hyundai...game is changing..Ford needs to step up to the plate !!!!!

Ford, a far as I know and I am happy to be corrected if can be shown otherwise, don;t run a 'FIXED PRICE' service program. It is a 'Capped Price' program, as per this website http://www.ford.com.au/ownership/myf...FVEIvAodVTsA5A

Here is the definition of the 'Capped Price' service (my bold): myFord Capped Price Service means a Scheduled Service performed by a Participating Dealer for a price equal to or less than the myFord Capped Price pursuant to these terms and conditions.

And your post has just proven my point!

As to the brakes issue, you have to remember that the service schedule for an 'A' service just requires the brakes to be inspected to ensure they are road worthy.If they are not, then that falls outside of the service itself. I work in heavy industry maintenance coordination, and this sort of arrangement is common practice, ie the routine component is the same every time, and anything found out of the ordinary is then treated as separate defect work.

As for the $305 you have been charged, the only time I have paid more than that is for the first service on my ST but I had the guys do a whole heap of extra work for me, like apply clear coat protection on the front end and side skirts. Sounds to me like you need to find a dealer who is actually providing a 'Capped Price' service as per the intent of the program.

Craig H

[Winter XR8]

Originally Posted by psychobimbo

CSV8, you really need to take stock as to what 'Capped' price means.....it is not the same as a 'fixed' price!!!! Whilst you may think you are getting a good deal with your 'capped' price service on your Hyundai, my current Fords as well as my previous FG G6 have been serviced both prior to the 'Capped' price service and after, and I have rarely paid more than your 'Capped' price!!

In my very humble and honest opinion, any Ford owner who pays the 'Capped' price for a service (especially the 'A' minor service) should be asking themselves and their dealer some questions.

Craig H

I would assume that most dealers, if not all, would be charging the maximum they can with the 'Capped Price Service' and how are you meant to argue what they have done to reduce it??

[351LTD]

After 40 plus years of ford lack of service nothing is going to change only lack of ford deal ships

[superfly]

Originally Posted by Winter XR8

I would assume that most dealers, if not all, would be charging the maximum they can with the 'Capped Price Service' and how are you meant to argue what they have done to reduce it??

I always pay the maximum which I'm happy to do. I'm not surprised it's cheaper to service an I20 compared to the XR6. But it's only about an extra $30 for a car with a 6 cylinder engine. Just like it's more expensive to service a Merc or BMW.

For me it's still cheaper to service my Ford than it would be if I'd bought another Subaru.

At the end of the day, you can vote with your wallet and outlay your money where you like. I personally would never buy an I20 but I would consider an I30 if I wanted something small. Currently the XR50 is the car I wanted. That may/will change 5-10 years down the track I'm sure.

[GasoLane]

The Dr just found out that Spamming is not allowed,

[Yellow_Festiva]

Originally Posted by Winter XR8

I would assume that most dealers, if not all, would be charging the maximum they can with the 'Capped Price Service' and how are you meant to argue what they have done to reduce it??

That's what I experienced with my B service for my Focus. The figures on the invoice were tinkered with till it reached the maximum figure.

When they did my auto service as part of the B service the invoice said 7.6 liters @ $38ish per litre. Book says it should have been 5.5l or there abouts.

My wife drives a new Mirage and it includes everything, including brake fluid every 2 years for the service cost of $225 per year after our 10% discount.

[kazawaki]

Don't give a rats once mines out of warranty they can jam it,yes I know I don't have to take it there while its under warranty but with some of the experiences I have had and some of the bull**** excuses or fixes that are not fixed after 3 times they seem to always look for an excuse so I aint giving them one.It will be going to my mechanic who fixes stuff the first time everytime.

[Winter XR8]

My 2013 PX Ranger 2.5L petrol ute is booked in for it's 2 year service this week......$505!!!!! From the 3rd service it will be going to my usual mechanic that charges $99 per hour. Ford capped price services are a rip off but until the warranty is up I will just suck it up.

[BFGasUte]

Hello,

People that buy an expensive Car will expect to pay more for service. Some brands have a good reputation because the work is not rushed through. I was under the impression that you could have your Car serviced elsewhere if it was a qualified Mechanic who stamped the book. Capped price may be good in theory, but there are still outs. I have heard of an engine failure not covered under warranty because driving on Dirt roads is " severe conditions " so the Car needs more frequent servicing. ( not a Ford )

I dont know if things have changed, but the Lease companies used to pay peanuts and whinge about everything. Back in the day with my EF they changed the brake fluid and didnt the lease company have a hissy fit, same as when I was stuck in the NT. I have also heard that one of the Holden dealers had a policy of not fixing one thing each service so you would keep bringing it back after. May be urban myth though. When I had a fleet Holden I used the same dealership as it was close and am more of the opinion that not fixing things was more because they couldnt.

[Adamz Ghia]

My only gripe with dealers is they like to change pads about 5,000 to 10,000k's early and they like to change tyres early too. Other than that I've never had an issue with them.

[BFGasUte]

Hello,

They do change Pads early, so do other places. If they dont and you go metal to metal who is going to get blamed ? Some years ago, a Toyota dealer sent out a fleet Car of ours after a service which went down to the metal. I was amazed by their casual attitude to this.

[Adamz Ghia]

Originally Posted by BFGasUte

Hello,

They do change Pads early, so do other places. If they dont and you go metal to metal who is going to get blamed ? Some years ago, a Toyota dealer sent out a fleet Car of ours after a service which went down to the metal. I was amazed by their casual attitude to this.

Well the last time my car went in they wanted to change the pads and I said no, I made it to the next service when I changed them myself and they still had probably 2000k's left on them.

[Yellow_Festiva]

Originally Posted by Adamz Ghia

Well the last time my car went in they wanted to change the pads and I said no, I made it to the next service when I changed them myself and they still had probably 2000k's left on them.

2,000km is a slim margin of error! actually I hate how they put a km value on when things need changing because I could hop on the freeway and do a loop of Australia and use the brakes less than 2 weeks in Sydney city traffic.

The best brake change story was when Toyota changed the front pads of my sisters Echo after I did them a few weeks before.

Or better still, the $90 they charged her for a wheel rotation when they take off the wheels to inspect the brakes anyway.....

You bet we got the money back....