Ford Service department being slow

[Jmarler]

Curious question? I dropped off my truck on the 26th. See my other thread for the problem. Pretty much a weird noise when letting off the gas. They said it would take a week and a half to get to it. So they did on Wednesday and drove it around and didn't get anywhere on the diagnostic. Service rep said it would take some time on getting a diagnostic for a noise issue but he said the technician is working on it.

However, i have a gps app on my phone, not just the ford pass, and it notifies me of any movement. And i can keep track of it in the app. It records any driving. Since Wednesday after the inspection, it has not moved. Friday is when he told me the technician is working on it but its in the parking lot. So how long should I wait before I complain that they are not doing anything? I plan to atleast wait another week to see if it moves. I am kind of getting impatient. But im trying to give them the benefit of the doubt because they might be backed up. I just don't like it sitting there when something could be done and they tell me they're working on it but they're not.

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[Muffin1]

It took my dealer 2+ weeks to get the parts my repair, a day to actually do the repair, they were waiting for parts for most of that time i was watching/tracking on the Ford Pass App so i could see when they moved the truck from the parking lot to inside the shop and then finally back to the outside lot, an hour later i got call it was done.
Also the service dept was extremely busy, i was frustrated too and stopped by there to get and update directly from them instead of calling so it was what it was.
Patience is the word of the day.

 

[Frenchy]

If they are having trouble doing a diagnosis, perhaps offer to stop by so you can show them what you are talking about. I know as a technician I can have a hard time with many different issues if the customer does not let me know exactly what they are talking about.

 

[Rocketeer61]

Curious question? I dropped off my truck on the 26th. See my other thread for the problem. Pretty much a weird noise when letting off the gas. They said it would take a week and a half to get to it. So they did on Wednesday and drove it around and didn't get anywhere on the diagnostic. Service rep said it would take some time on getting a diagnostic for a noise issue but he said the technician is working on it.

However, i have a gps app on my phone, not just the ford pass, and it notifies me of any movement. And i can keep track of it in the app. It records any driving. Since Wednesday after the inspection, it has not moved. Friday is when he told me the technician is working on it but its in the parking lot. So how long should I wait before I complain that they are not doing anything? I plan to atleast wait another week to see if it moves. I am kind of getting impatient. But im trying to give them the benefit of the doubt because they might be backed up. I just don't like it sitting there when something could be done and they tell me they're working on it but they're not.

That's my fave-"A Tech is working on it." The other day I took Strider to the local dealer for an oil change. The place has one of those newfangled enclosed drive in areas where someone jumps in after doing the paper and plastic protectors and supposedly drives it into the shop. In my case they drove it out of the enclosure and parked it on the lot. An hour later I asked what was going on with it and was told it was being worked on. I could see the truck from where I was standing so I shifted to smartass mode and asked if the Tech was the Invisible Man. After the standard understaffed excuse a Mobile Tech finally took it into the shop and did it. I fully understand being swamped but I fucking hate being lied to, especially when I can actually see it happening. The Service person didn't even bother to address the jerk around they were giving me other than with a disinterested shrug. Maybe I'm just old, but whatever happened to service?

 

[Rocketeer61]

That's my fave-"A Tech is working on it." The other day I took Strider to the local dealer for an oil change. The place has one of those newfangled enclosed drive in areas where someone jumps in after doing the paper and plastic protectors and supposedly drives it into the shop. In my case they drove it out of the enclosure and parked it on the lot. An hour later I asked what was going on with it and was told it was being worked on. I could see the truck from where I was standing so I shifted to smartass mode and asked if the Tech was the Invisible Man. After the standard understaffed excuse a Mobile Tech finally took it into the shop and did it. I fully understand being swamped but I fucking hate being lied to, especially when I can actually see it happening. The Service person didn't even bother to address the jerk around they were giving me other than with a disinterested shrug. Maybe I'm just old, but whatever happened to honest service?

 

[Joeiconic]

My dealer has a service department, but also has a separate freestanding Quicklane that’s at a different location from the actual dealership. Last two times at the Quicklane for the Works, I was in and out in about 40 minutes with no appt. They are much better staffed there than they were a year ago.

 

[OregonRangerTremor]

I can usually get scheduled for the same week. For "The Works"; usually in and out within 30-40 minutes with an appointment. In this day and age; staffing is going to be an issue and getting parts too. I am seeing businesses of every type having staffing issues. We have an awful lot of people in our society that no longer want to work, especially labor type jobs.

 

[Ran]

It took my dealer 2+ weeks to get the parts my repair, a day to actually do the repair, they were waiting for parts for most of that time i was watching/tracking on the Ford Pass App so i could see when they moved the truck from the parking lot to inside the shop and then finally back to the outside lot, an hour later i got call it was done.
Also the service dept was extremely busy, i was frustrated too and stopped by there to get and update directly from them instead of calling so it was what it was.
Patience is the word of the day.

How do you track movement with FORDPASS?

 

[KJRR]

How do you track movement with FORDPASS?

LMGTFY

 

[Dr_Strangelove]

Do you have a loaner? I'm presuming no. Considering the 26th was 2 weeks ago on Tuesday I think you're well within reason to call them back Monday and say unless it's up on a rack this very moment I want it back and I want an appointment set up to return.

On this scale it shouldn't be a guessing game. This isn't waiting 6 hours in the lobby for an oil change - there is a logistics breakdown happening here.

 

[TB-Dave]

Keep in mind that some dealers my be backed up due to the techs using their hard earned vacation time at the end of the year.

 

[Jmarler]

How do you track movement with FORDPASS?

If you're constantly watching the app, you'll see movement but it wont keep a history. I bought my truck certified preowned with 1500 miles and they put their own gps tracker on it which transfered to me. Elo gps. I pay a yearly subscription of $60. I thought about canceling it but its more useful than ford pass. I can set up geofences so it notifies on movement. Plus a lot of car thieves around San Antonio, i would rather keep it.

 

[Jmarler]

Do you have a loaner? I'm presuming no. Considering the 26th was 2 weeks ago on Tuesday I think you're well within reason to call them back Monday and say unless it's up on a rack this very moment I want it back and I want an appointment set up to return.

On this scale it shouldn't be a guessing game. This isn't waiting 6 hours in the lobby for an oil change - there is a logistics breakdown happening here.

I probably should have tried another dealer. This one doesn't offer appointments. Other dealers, you have to wait a month for an appointment.

Im tempted to pull it from them but they might charge me.

 

[Jmarler]

If they are having trouble doing a diagnosis, perhaps offer to stop by so you can show them what you are talking about. I know as a technician I can have a hard time with many different issues if the customer does not let me know exactly what they are talking about.

It should be easy to replicate the noise. It makes a sound as soon as you left off the gas. Finding where it comes from is what they are struggling with. I did suggest a few ideas from the other posts so hopefully they'll look into those.

 

[Jmarler]

It took my dealer 2+ weeks to get the parts my repair, a day to actually do the repair, they were waiting for parts for most of that time i was watching/tracking on the Ford Pass App so i could see when they moved the truck from the parking lot to inside the shop and then finally back to the outside lot, an hour later i got call it was done.
Also the service dept was extremely busy, i was frustrated too and stopped by there to get and update directly from them instead of calling so it was what it was.
Patience is the word of the day.

Yeah i had my mustang worked on from before and it had to wait 2 months for the part. But they didn't order anything yet for the truck. I feel like they put it aside because they don't know.

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