Dealership Botched Soft Topper Install

[rossagge]

This is insane. This is why I do my own oil changes on my truck. I wouldn't trust the dealership to fill my tires. The only time I went to the dealership was a few weeks ago. I wanted them to check the transmission fluid level. When I get there I speak to the service advisor and he tells me there is no way to check the fluid level on the 10 speeds because it's a sealed unit and they have no dipstick. I told him that they do indeed have a dipstick, and he asked me "are you sure?" Needless to say, I walked out. How do you not know this about the MOST used transmission in the Ford lineup? I called another dealership and they told me all their transmission techs are busy and if I booked an appointment, regardless of when that is, my truck would sit in the lot for a few days before they can get to it and they would not provide me a loaner. Ford service is a joke.

Unfortunately that's most manufacturers now. My VW Touareg diesel was in for almost 6 wks. First 4 wks they didn't have a loaner to provide nor a rental (which is required for them to do so). Had to get a rental out of pocket. Almost 2 of those 4 wks it sat there before they could get to it. Got it back for 2 days then it had to go back in. Last 2 wks they did have a loaner to provide. Ended up escalating my issue through VW care, cust. service. Super helpful and they will get my rental reimbursed for those 4wks. Short story long, all manufacturers are in the same boat currently with long vehicle service times.

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[Apples]

Lawyer time!

 

[VegasRanger]

Unfortunately that's most manufacturers now. My VW Touareg diesel was in for almost 6 wks. First 4 wks they didn't have a loaner to provide nor a rental (which is required for them to do so). Had to get a rental out of pocket. Almost 2 of those 4 wks it sat there before they could get to it. Got it back for 2 days then it had to go back in. Last 2 wks they did have a loaner to provide. Ended up escalating my issue through VW care, cust. service. Super helpful and they will get my rental reimbursed for those 4wks. Short story long, all manufacturers are in the same boat currently with long vehicle service times.

Yeah I just don't understand why a 30 minute job max would take them two or three days to complete. I even told them I wouldn't mind waiting a few weeks for an appointment. I just can't have my truck sitting there for days and not have a vehicle in the meantime. I'm just going to check the levels myself when the fall comes around. Too hot in my garage right now.

 

[VegasRanger]

I would definitely have let the service department director know what that service advisor said about not having a dipstick.

I called and left a message to the service director (she didn't pick up when I called), never got a call back.

 

[Delirious]

I called and left a message to the service director (she didn't pick up when I called), never got a call back.

Those are the kind of things I do in person. And I always dressing casual instead of like jeans and a T-shirt. Always seem to get a different attitude from people when you play the part. I remember you catch more flies with sugar than you do with crap.

 

[VegasRanger]

Those are the kind of things I do in person. And I always dressing casual instead of like jeans and a T-shirt. Always seem to get a different attitude from people when you play the part. I remember you catch more flies with sugar than you do with crap.

Maybe I should rent a Tux.

 

[Roscoe_t]

I'm lucky to have a locally owned dealership that is not part of a chain. Their service department is decent because the place isn't a revolving door for service and sales people. Some of the competing outfits have stores in three states. Profit is the bottom line for them, not customer satisfaction.

 

[KnightWolf]

Update on the situation:

Couldn't reach the service manager directly, so we got a hold of the sales manager. He had me send in the pictures & explanation which he forwarded to the service manager & CC'ed me & the sales rep who sold us the truck.

We've had a few emails, the gist of it is they want to keep the truck for an undefined amount of time - "we would need the vehicle for a few days to review what was done and determine the best route of action moving forward." Apparently the parts manager is/has/will reach out to the manufacture "to answer some technical question that my shop manager has".

I don't feel comfortable leaving the truck with their service department at this point, and expressed this in my last email. Honestly, I've assembled IKEA furniture that was more complicated than this topper. If they can't follow directions on this accessory, can they really be trusted to perform other work?

I've offered to bring the truck in so they can inspect the damage they've caused in the parking lot & in front of me. I've reiterated that it's completely unacceptable to damage the truck & accessory.

As it stands, I have to pop the topper off to properly use the bed since it can't be folded correctly.

I proposed two solutions in my last email:
1) replace the damaged topper & repaint the tailgate
2) refund (or credit) the topper & repaint the tailgate

If I don't have an answer on at least the repaint by Friday, I'm taking it to my own body shop for a quote because I don't want it to rust.

I called in to Ford Corp to make them aware of the situation, they've filed a complaint which is also going to the dealership. The representative did agree the dealership should be taking responsibility to replace & repaint without this much fuss.

 

[jsphlynch]

the gist of it is they want to keep the truck for an undefined amount of time - "we would need the vehicle for a few days to review what was done and determine the best route of action moving forward."

This doesn't make sense. I get that they would want to be able to look over their handiwork in person in order to figure out a proposed remedy, but why do they need to hang onto it for a few days to do that?

If I don't have an answer on at least the repaint by Friday, I'm taking it to my own body shop for a quote because I don't want it to rust.

I believe the tailgate is aluminum, so rust shouldn't be an issue. Nonetheless, I think getting a third-party quote is a prudent move. If nothing else, it gives you the opportunity to explain to the dealership that "you messed up my truck by this many dollars!"

 

[KnightWolf]

This doesn't make sense. I get that they would want to be able to look over their handiwork in person in order to figure out a proposed remedy, but why do they need to hang onto it for a few days to do that?

I believe the tailgate is aluminum, so rust shouldn't be an issue. Nonetheless, I think getting a third-party quote is a prudent move. If nothing else, it gives you the opportunity to explain to the dealership that "you messed up my truck by this many dollars!"

Exactly, I understand they want to see it in person and document it themselves. But it realistically shouldn't take more than an hour, which I offered to bring it in for & let them look it over in the lot.

It actually makes sense the tailgate is aluminum. Unless they offer the repaint by Friday, I plan on taking it to my guy.

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