Service department woes (need to vent!)

[P. A. Schilke]

Any of you old enough to remember the Blue Oval Service program? Back a ways, Ford decided that if a dealership service department passed certain strict criteria and got consistently high marks from customers, they would be admitted to and awarded Blue Oval Service status. They even got a big Blue Oval Service sign to hang in the service area. I did not notice any positive change in service, but I did notice that every dealership I went to had one of the coveted signs. Good thing I like their trucks, but I'll always distrust their service.

Hi Mikchael,

Ford makes the Trucks...unfortunately they are serviced by independent businesses called Ford Dealers. I wish to avoid these businesses as much as possible. I told my engineers to do it right out of the box to keep the purchasing customer from having to go to the dealer as it is never a positive experience for the most part. My closest dealer is the pits... The owner would sell his grandmother if he could make a buck on the deal JMO...

Best,
Phil Schilke
Ranger Vehicle Engineering
Ford Motor Co. Retired

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[ranger]

As long as you keep records of your service work you are good to go. If anything major happened ford would ask for service receipts. I am a service manager for ford.

 

[Lukaranger]

Just had my first oil change done. Called the local (nearest) dealership, they said the first available appointment would be in 2 weeks....I laughed and said I would take my business to another dealer.
So I went to the 2nd closest dealer...I showed up for my appointment, when I walked in the first thing I heard was music full blast from the garage area, then 2.5 hours later the service advisor comes into the waiting room and apologizes "he forgot I was waiting".....needless to say I got my oil change free!
What awesome Ford customer service, lol.

 

[PvtZoller]

The vehicle is sold with the warranty included. The only option to void a warranty would be to have some agreed upon value decided and that being provided to you. The exact circumstances will vary by state.

The worst they can do is deny a individual claim with valid proof that the failure was caused by improper servicing. Having a dealer perform the service puts all potential liability for a denied claim based on improper servicing on them.

Bundling example: If you are required to use ONLY ford branded oil as a term of use to keep the warranty valid. Then the oil required for the term of the warranty would need to be included in the purchase price of said warranty.

Short version: Thats bullshit, its your truck to do with as you please.

Hewlett Packard just got their heads kicked in by the supreme court on a related issue regarding ink cartridges. Turns out they don't belong to them anymore after they sell them to you.

 

[Formula Indy]

As long as you keep records of your service work you are good to go. If anything major happened ford would ask for service receipts. I am a service manager for ford.

Ranger is correct. I am not giving legal advice but in my experience as long as the service schedule is followed and the appropriate grade materials used you won't have any issues.

 

[Formula Indy]

Sorry for the Rant!! But I know I'm among friends here!

Dropped my 2019 Ranger off last Tuesday for the tail light recall, a constantly freezing Sync screen, and an oil change (figured why not since I'm leaving it). Zero communication for 3 days despite my attempts to get updates. Got the runaround every time I called for a status. The people who answer phones couldn’t find record of my vehicle and the various service advisers I was transferred to were not all on the same page. Seems the right hand had no clue what the left was doing. Basic questions could not be addressed and customer service was nonexistent. Everything was pushed off on my service adviser who “just left” whenever I would call. Asking for the service manager was a waste of time as well. He’s apparently always in a meeting. From what I can tell they did not even touch my vehicle until I called and stated I'd be picking it up on the 4th evening since I could get no updates. Picking up my vehicle was a joke. Asked 2 different folks for help and, again, told to find (yes, told to go find) my service adviser (who had just left). Got another guy to get my keys and found my own truck. It was blocked in by other vehicles ready for pickup but a guy moving the cars said I could get around them as he walked away. I still have no proof anything was actually done over the 3 days they had my vehicle as paperwork could not be provided due to "system issues". Sync is still frozen but thankfully the oil looks new - God I hope its the proper weight, but looks new.... Jeez!

Reviews written, survey filled out, and messages left for the general manager. I have plans in the works including a letter to Ford and the crappy dealership as well. Ugh!

Did you purchase the truck there? If so try to work through the sales person/sales manager to get an audience with the appropriate people at the dealership.

 

[Colin Stuffmann]

Had similar experience with Santa Monica Ford in Cali. Service Dept has my 19 ranger for 2 months. Truck got hit while it was parked. Bent the a arms, tie rod, cracked the steering rack, and knuckle. In the 8 wks the service advisor only returned my call once. Came down and talked with service manager 2 different times. Didn’t help one bit. Point is I will never go back there for anything!!

 

[CHenry]

You need to post the Name and location of the Dealership in Question, so others to be made aware,
this will get back to Ford real quick ..............

One bad DealerShip is a slap to the others, the word will get out !!

 

[Sky Valley]

Sorry for the Rant!! But I know I'm among friends here!

Dropped my 2019 Ranger off last Tuesday for the tail light recall, a constantly freezing Sync screen, and an oil change (figured why not since I'm leaving it). Zero communication for 3 days despite my attempts to get updates. Got the runaround every time I called for a status. The people who answer phones couldn’t find record of my vehicle and the various service advisers I was transferred to were not all on the same page. Seems the right hand had no clue what the left was doing. Basic questions could not be addressed and customer service was nonexistent. Everything was pushed off on my service adviser who “just left” whenever I would call. Asking for the service manager was a waste of time as well. He’s apparently always in a meeting. From what I can tell they did not even touch my vehicle until I called and stated I'd be picking it up on the 4th evening since I could get no updates. Picking up my vehicle was a joke. Asked 2 different folks for help and, again, told to find (yes, told to go find) my service adviser (who had just left). Got another guy to get my keys and found my own truck. It was blocked in by other vehicles ready for pickup but a guy moving the cars said I could get around them as he walked away. I still have no proof anything was actually done over the 3 days they had my vehicle as paperwork could not be provided due to "system issues". Sync is still frozen but thankfully the oil looks new - God I hope its the proper weight, but looks new.... Jeez!

Reviews written, survey filled out, and messages left for the general manager. I have plans in the works including a letter to Ford and the crappy dealership as well. Ugh!

Please post name of the dealership? What was tail light call? I never received anything about it? See if you can get your service manager's cell number when you drop off and take a photo of them with your phone in case next time you go there no one knows who they are or can find them. This all seems so unprofessional, yet I know there are some dealerships out there only in it for the $44> IS THERE ANOTHER FORD EALER NEAR YOU TO SWITCH OVER TO? Thanks in advance.

 

[Colin Stuffmann]

You need to post the Name and location of the Dealership in Question, so others to be made aware,
this will get back to Ford real quick ..............

One bad DealerShip is a slap to the others, the word will get out !!

You need to post the Name and location of the Dealership in Question, so others to be made aware,
this will get back to Ford real quick ..............

One bad DealerShip is a slap to the others, the word will get out !!

My bad experience was at Santa Monica Ford in Santa Monica, California

 

[Stockranger]

Dealership service centers are garbage. I wouldn’t let anyone from a dealership touch my vehicle unless I had to. In the 5 years I’ve owned my 2014 mustang I’ve never once turned it over to a dealership. Most people I know who have used the dealership for service have regretted it. Besides recalls no one will touch my truck, and for the recalls I will most likely stand there while they work on it or it won’t be getting worked on.

 

[Nutty 5.0]

I have had rare positive experiences from many different service departments. There’s still some good ones out there. Just not many.

Besides recalls no one will touch my truck, and for the recalls I will most likely stand there while they work on it or it won’t be getting worked on.

Likewise! Was so happy when they offered owners of Mustangs with airbag recalls to come out to your house to replace. They sent out their long time Lincoln tech. He was super thorough however that wasn’t a guarantee they send a good tech.

 

[Polar Bear]

You need to post the Name and location of the Dealership in Question, so others to be made aware,
this will get back to Ford real quick ..............

One bad DealerShip is a slap to the others, the word will get out !!

Grapevine Ford in Grapevine Texas!

 

[hughesjv]

Sorry for the Rant!! But I know I'm among friends here!

Dropped my 2019 Ranger off last Tuesday for the tail light recall, a constantly freezing Sync screen, and an oil change (figured why not since I'm leaving it). Zero communication for 3 days despite my attempts to get updates. Got the runaround every time I called for a status. The people who answer phones couldn’t find record of my vehicle and the various service advisers I was transferred to were not all on the same page. Seems the right hand had no clue what the left was doing. Basic questions could not be addressed and customer service was nonexistent. Everything was pushed off on my service adviser who “just left” whenever I would call. Asking for the service manager was a waste of time as well. He’s apparently always in a meeting. From what I can tell they did not even touch my vehicle until I called and stated I'd be picking it up on the 4th evening since I could get no updates. Picking up my vehicle was a joke. Asked 2 different folks for help and, again, told to find (yes, told to go find) my service adviser (who had just left). Got another guy to get my keys and found my own truck. It was blocked in by other vehicles ready for pickup but a guy moving the cars said I could get around them as he walked away. I still have no proof anything was actually done over the 3 days they had my vehicle as paperwork could not be provided due to "system issues". Sync is still frozen but thankfully the oil looks new - God I hope its the proper weight, but looks new.... Jeez!

Reviews written, survey filled out, and messages left for the general manager. I have plans in the works including a letter to Ford and the crappy dealership as well. Ugh!

I must be lucky!!! My dealership, Mike Naughton Ford, assigned me a personal service advisor. Any questions, I call him and if he is busy, I leave a message and he gets right back to me. My truck and service is his responsibility. Interestingly, his name is Mike but he is not the owner.

Jim

 

[Indy650]

I can't stand anyone working on my stuff. I have found as long as you keep receipts and a log of maintenance you should be fine. I always keep a log book and write down everything even the type/amount of gas when I fill up. Might be overkill but it can come in handy. I guess it depends on the dealer. Mine is OK with it as long as I keep proof and I use OEM quality or better products.

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