Thanks Ford dealership.....for nothing

poppa smurf · 13-09-2016, 11:23 AM

wife was in town yesterday, new job, new address to find, GPS stopped working so she was lost basically, rang me and I said probably a fuse, take it to Ford and pay for a new one to be put in.....she did so.

well... no says the lady behind the desk,... you'll have to book it in and a mechanic will look at it, if it is not a fuse and you have done something to make it blow then time will come into it and it will cost you......(what about the warranty that is still remaining?)

wife said she is in a rush so could she buy a fuse and do it herself, not that hard,.....answer again was no....she would have to book the car in.

she rang me again and I told her to go to repco and grab another fuse, better get both sizes mini and micro as I didn't know which size it was, repco bloke was going to replace it for her but couldn't get the fuse out.....bugger of a place up behind the glovebox, 2015 Ford Fiesta

she came home and I replaced the fuse in five minutes.

well done repco......thanks for nothing Ford dealership...once again.

LG17 · 13-09-2016, 12:41 PM

They had a choice of making a definite dollar and blew it trying to up the ante. Businesses really annoy me when they do that.

poppa smurf · 13-09-2016, 12:48 PM

Quote:

Originally Posted by LG17

They had a choice of making a definite dollar and blew it trying to up the ante. Businesses really annoy me when they do that.

we have bought two new vehicles through there for the wife, her vehicles are always serviced there......

had to be a better way......Repco got my Kudos but Ford just went down another peg.

I honestly believe they could have said "we will replace the fuse for you at no cost but if the system fails and we have to look into it then we will have to book it in and charge accordingly!".......this I would have understood and would have been a gesture in good faith leaving us feeling a little better toward the dealership.

after the dealings I had with them with my BA and now my wife's Fiesta this dealership is finished in our eyes.....it really messed up her day schedule (in home care provider for the sick and elderly)

Peter B - CV8 · 13-09-2016, 12:58 PM

^^^ Express your displeasure via a letter/email to the dealer principal. They probably won't give a stuff though (but it might make you feel better).....

poppa smurf · 13-09-2016, 01:12 PM

not worth it, the letter would be ignored anyway....after the annoyances of the transmission saga I think this is the final straw for her and this dealership, probably Fords in general I think.

then to top it off one of the rubber seals on the back door has come loose this morning and is hanging in the breeze, just needs re-glueing.....to say she went to work grumpy this morning is an understatement......good job we're taking a break and nicking off shortly or she would blow a gasket.

I wonder if the door rubber is a warranty issue and whether I should take it back there when she gets home....LOL, I'll do it myself, save the grief

kazawaki · 13-09-2016, 01:21 PM

Been a ford man since i was 16 ,so 39 years after the crap they said to me regarding my pursuit ute and the crap service when i bought my new Ba xr8 back in 2005 no more fords for me ever.If they dont care well neither do i.I found by the time you argue with them and waste your time returning the car multiple times for a simple fix easier to do it yourself or just deal with the cosmetics if it is to do with that.Yes thats what they want you to do and sure its easier for them short term but hows there jobs looking when the customers they have ****ed of over minor items go somewhere else ????

The Yeti · 15-09-2016, 08:33 AM

Quote:

Originally Posted by kazawaki

Been a ford man since i was 16 ,so 39 years after the crap they said to me regarding my pursuit ute and the crap service when i bought my new Ba xr8 back in 2005 no more fords for me ever.If they dont care well neither do i.I found by the time you argue with them and waste your time returning the car multiple times for a simple fix easier to do it yourself or just deal with the cosmetics if it is to do with that.Yes thats what they want you to do and sure its easier for them short term but hows there jobs looking when the customers they have ****ed of over minor items go somewhere else ????

I fully agree, people are saying the buying public are being "un Australian" and buying other cars, but poor service saw me buy my last ford as fleet manager in 05 and my las personal new ford in 07.

I went down the contact the circus manager then ford customer care line got fed bull **** nothing changed so in the end I did

I don't need extra crap in my life. And I have to say while it hasn't been all smooth sailing with Nissan Mitsubishi and Tojo the dramers have been more PG than The typical X rated treatment I got from ford after sales

Glen 5150 · 13-09-2016, 01:53 PM

I'll be in the minority for sure, but I think you're being a tad harsh on Ford? Its easy in hindsight, knowing a new fuse fixed the issue, but both you and your wife didn't know that for sure at the time, and neither did Ford.

I'm not sure if you're upset Ford wouldn't sell you a fuse, or a mechanic wasn't readily available to sort out the issue immediately?

Anyway, glad it got sorted for you and it wasn't a major issue.

poppa smurf · 13-09-2016, 02:46 PM

Quote:

Originally Posted by Glen 5150

I'll be in the minority for sure, but I think you're being a tad harsh on Ford? Its easy in hindsight, knowing a new fuse fixed the issue, but both you and your wife didn't know that for sure at the time, and neither did Ford.

I'm not sure if you're upset Ford wouldn't sell you a fuse, or a mechanic wasn't readily available to sort out the issue immediately?

Anyway, glad it got sorted for you and it wasn't a major issue.

not being harsh on Ford at all, the dealership, once again, is the problem, I like the little car,

no-one knew what the problem was but it all has to start somewhere, if the fuse blew again then it would have to be escalated but it has to be replaced first....wouldnt have taken a mechanic to do that.

wife also just wanted to buy a fuse from them so she could do it herself......they wouldn't even sell her a fuse???

Quote:

Originally Posted by Tonz

Poppa Smurf.... are you still outback or living in blAdelaide?

Surely country dealers don't work that way

outback mate, nearest dealership is a couple hundred K's down the track, used to be a good lot when it was private but now northpoint own it.....used to know the owner and service manager very well.....thats all changed.

we have actually got better service from the city dealerships

Tonz · 13-09-2016, 01:58 PM

Poppa Smurf.... are you still outback or living in blAdelaide?

Surely country dealers dont work that way

Mr Brooksy · 13-09-2016, 02:06 PM

Just make a point of gently rubbing their noses in it when you go to buy another car... Something along the lines of...

Go into the dealer get their best price, thank them for their help, say it's a shame they had messed you around so many times before as you'd consider their offer but alas you're off to another dealer to see if they can match or beat their quote. Walk out with a smile.

When I was helping the organisation I work for with their fleet of company cars we would always go into dealers that the driver's had services done including those that had treated us (mainly the driver's of the cars) like rubbish before, get a quote and let them know that because of their previous poor service they will not get this chance to supply us with our allotted state wide fleet needs. If of cause they wish to prove that they can look after us, then we will consider them again in the next run in about 3-6 months depending on their service to the driver's if the cars in question experience with them.

We realised there was no point in being blown off by a dealer and never go back, because a) we needed a lot of cars regularly b) they won't change unless they get hit in the pocket. So we always politely let them know their shortcomings and what that cost them and why, and let them know we were keeping tabs on them for the future.

Only the Ford dealer in Newcastle was a serial offender in all of NSW at that time.

Magna · 13-09-2016, 02:22 PM

Quote:

Originally Posted by Mr Brooksy

Just make a point of gently rubbing their noses in it when you go to buy another car... Something along the lines of...

Go into the dealer get their best price, thank them for their help, say it's a shame they had messed you around so many times before as you'd consider their offer but alas you're off to another dealer to see if they can match or beat their quote. Walk out with a smile.

why? the salesperson didn't have anything to do with the service, and you've just stuffed them around when they could be working on a genuine sale to earn their commission?

I'd write a letter to the dealer principle stating that you've bought cars there before and may not consider them in future.

Mr Brooksy · 13-09-2016, 02:54 PM

Why? Simple, a letter hardly ever works. And yes a salesperson has been stuffed around and is separate to the service dept, but at the end of the day they still work for the one company. Not to mention that most negotiations end up in the ear of a head manager anyway. In my experience, that is the only level of management that will take any notice. A letter from a name with no face, with a statement that you won't be going back anyway gives very little reason to make any change. Why, because that person with that issue won't be giving their business anyway.

Magna · 13-09-2016, 04:46 PM

Quote:

Originally Posted by Mr Brooksy

Why? Simple, a letter hardly ever works. And yes a salesperson has been stuffed around and is separate to the service dept, but at the end of the day they still work for the one company. Not to mention that most negotiations end up in the ear of a head manager anyway. In my experience, that is the only level of management that will take any notice. A letter from a name with no face, with a statement that you won't be going back anyway gives very little reason to make any change. Why, because that person with that issue won't be giving their business anyway.

so you're suggesting to string the guy along, then sink the boot in when he's just trying to make a living and can't influence anything. nice

Glen 5150 · 13-09-2016, 03:28 PM

Quote:

Originally Posted by poppa smurf

not being harsh on Ford at all, the dealership, once again, is the problem, I like the little car,

no-one knew what the problem was but it all has to start somewhere, if the fuse blew again then it would have to be escalated but it has to be replaced first....wouldnt have taken a mechanic to do that.

wife also just wanted to buy a fuse from them so she could do it herself......they wouldn't even sell her a fuse???

Yet you keep going back there? So if a mechanic wasn't available, who did you expect to check the fuse? The lady behind the desk? The bloke at Repco had no luck? If your wife went to the parts department, I can't understand or explain why they wouldn't sell her a fuse, but if they did, she still would of had to come home for you to fit the new fuse anyway?

poppa smurf · 13-09-2016, 03:35 PM

Quote:

Originally Posted by Glen 5150

Yet you keep going back there? So if a mechanic wasn't available, who did you expect to check the fuse? The lady behind the desk? The bloke at Repco had no luck? If your wife went to the parts department, I can't understand or explain why they wouldn't sell her a fuse, but if they did, she still would of had to come home for you to fit the new fuse anyway?

who said a mechanic wasn't available?.....where did you get that from....again I repeat, wouldn't have taken a mechanic, anyone of the lads out the back could do it.

my wife is a very independent woman, she would have fit the fuse herself......does far harder things in her working day.

the dealership is the closest to us.. hence why we continued (note "continued" not continue) to return, the next is a fair jaunt but one we will be making henceforth.

Glen 5150 · 13-09-2016, 03:50 PM

Quote:

Originally Posted by poppa smurf

who said a mechanic wasn't available?.....where did you get that from....again I repeat, wouldn't have taken a mechanic, anyone of the lads out the back could do it.

my wife is a very independent woman, she would have fit the fuse herself......does far harder things in her working day.

the dealership is the closest to us.. hence why we continued (note "continued" not continue) to return, the next is a fair jaunt but one we will be making henceforth.

My point is, if a mechanic was available, then someone would of looked at it immediately rather than being suggested to book a time. Again hindsight, knowing it was the fuse, and its easy to say anybody could of fixed it including lads out the back? Nobody knew what the issue was at the time.

Perhaps your wife should of changed the fuse at the Repco car park herself if it was that easy?

BENT_8 · 13-09-2016, 04:19 PM

Which 'lads' out the back, if its a country dealer there wouldnt be that many 'lads' standing around doing nothing.

Northpoint you say, Pt Pirie i assume, small Dealer servicing a large rural area.

Most service dept's overbook and flog the guts out of what staff they have, perhaps they just didnt have time at that moment to pull a TA off a service to change a fuse.
So i dont see it as a Ford issue, nor a dealership issue, it comes down to the service advisor and they made a choice based on the info they had on hand, not the first, wont be the last.

poppa smurf · 13-09-2016, 04:40 PM

Quote:

Originally Posted by BENT_8

Which 'lads' out the back, if its a country dealer there wouldnt be that many 'lads' standing around doing nothing.

Northpoint you say, Pt Pirie i assume, small Dealer servicing a large rural area.

Most service dept's overbook and flog the guts out of what staff they have, perhaps they just didnt have time at that moment to pull a TA off a service to change a fuse.
So i dont see it as a Ford issue, nor a dealership issue, it comes down to the service advisor and they made a choice based on the info they had on hand, not the first, wont be the last.

so why not just sell her a fuse and leave it at that......any problems after that would be dealt with as they arise......

poppa smurf · 13-09-2016, 04:01 PM

as a matter of fact a mechanic was available.....not knowing what the issue was is a matter of deduction, starting with the replacement fuse......

bottom line they were trying to get money out of a little job.

Glen 5150 · 13-09-2016, 04:12 PM

Quote:

Originally Posted by poppa smurf

bottom line they were trying to get money out of a little job.

Or your wife was in a bit of a panic with lack of GPS with work commitments, and she got upset when she didn't get immediate service.

We'll agree to disagree, but I think you are overreacting, and its unnecessary Ford bashing.

As I said, glad it got sorted and it wasn't a major issue.

poppa smurf · 13-09-2016, 04:36 PM

Quote:

Originally Posted by Glen 5150

Or your wife was in a bit of a panic with lack of GPS with work commitments, and she got upset when she didn't get immediate service.

We'll agree to disagree, but I think you are overreacting, and its unnecessary Ford bashing.

As I said, glad it got sorted and it wasn't a major issue.

you see once again you have the story wrong......I am not "Ford bashing"

read the original post PROPERLY and if you still don't understand what is being said then get an adult to explain it to you,.

gcg2503 · 13-09-2016, 04:40 PM

Quote:

Originally Posted by Glen 5150

Or your wife was in a bit of a panic with lack of GPS with work commitments, and she got upset when she didn't get immediate service.

We'll agree to disagree, but I think you are overreacting, and its unnecessary Ford bashing.

As I said, glad it got sorted and it wasn't a major issue.

Glen.

100% correct.

Smoke Pursuit · 13-09-2016, 04:50 PM

Ford service don't sell spare parts. You should have told her to go to Ford Spare parts they would have sold her a fuse, and most likely fitted it too if they are like the guys I know at Ford spares!

poppa smurf · 13-09-2016, 04:57 PM

Quote:

Originally Posted by Smoke Pursuit

Ford service don't sell spare parts. You should have told her to go to Ford Spare parts they would have sold her a fuse, and most likely fitted it too if they are like the guys I know at Ford spares!

one and the same in rural areas......Michael (the previous feller at the service desk) would have got one for her then probably fitted the fuse....times have changed.

I've walked in many times to the service desk (which is also reception) in the past and asked for various parts and paid then got them

I'm a bit tempted to go in next week and ask for a fuse myself just to see what happens.

Glen 5150 · 13-09-2016, 05:07 PM

Quote:

Originally Posted by poppa smurf

you see once again you have the story wrong......I am not "Ford bashing"

read the original post PROPERLY and if you still don't understand what is being said then get an adult to explain it to you,.

Well use little words and type slowly for me please. If you think I lack intelligence then humour me....please. You are bashing or ranting on someone, is it Ford or the Dealership? Your posts suggest with previous dealings, they are either incompetent, they were only interested in making a quick buck, or both? It seems you didn't get the service and immediate attention you think you and your wife deserved after buying vehicles and having them serviced there over the years? Yes?

If you're upset Ford wouldn't sell a fuse, and if your wife went to the parts counter and was denied, then fair enough, I agree with you. We've established that your wife couldn't fit a new fuse otherwise it would of been rectified at Repco when she had the new fuse, without going home for you to fit it? So that only leaves the Dealer didn't jump when you wanted them to?

poppa smurf · 13-09-2016, 05:14 PM

as said in previous post.....the parts counter, reception and booking counter are all one and the same, the parts are sold and dispensed from there, bookings are made from there and payments are made from there.

wife was quite willing to pay for the fuse to be replaced......denied without a booking, business not busy

wife wished to buy said fuse......denied without a booking

can't explain it any simpler than that.

I am not upset, just angry, simple request I would have thought.

I just gave northpoint a call just now with a query about some "spare" fuses that I could take with me on a trip......waiting on a response.

OzriderXR8 · 13-09-2016, 05:31 PM

I've had a similar experience when I had my Jeep, I stopped at large regional dealer on a trip.

Wanted a simple part, can't even remember what it was. 'Lady' behind the counter did the same thing, "you will have to book it in to get someone to look at it...". Nothing I said would change her mind, I went to my local dealer and asked for the same thing and was handed the part with no questions asked.

**PG2** · 14-09-2016, 12:38 AM

I worked for a large ford dealership for many years - one that has been mentioned in this thread.

I think some of you guys are missing the point from a customer satisfaction point of view.

Mr and Mrs Smurf are not happy with the service they received from a Ford dealership today. Whether they are right or wrong with their expectations is not the point - they are not happy.

Once Ford and dealerships start acknowledging the fact that they need to fulfil customer expectations and if they can't be fulfilled offer alternatives (not just trot out the ol' "You need to book it in for next week") people may start returning to Ford.

poppa smurf · 14-09-2016, 11:13 AM

Quote:

Originally Posted by PG2

I worked for a large ford dealership for many years - one that has been mentioned in this thread.

I think some of you guys are missing the point from a customer satisfaction point of view.

Mr and Mrs Smurf are not happy with the service they received from a Ford dealership today. Whether they are right or wrong with their expectations is not the point - they are not happy.

Once Ford and dealerships start acknowledging the fact that they need to fulfil customer expectations and if they can't be fulfilled offer alternatives (not just trot out the ol' "You need to book it in for next week") people may start returning to Ford.

were you there when Kent Perry owned the place and Michael was the "goto"......different times then, good place to go......not now I'm afraid.

this is just the icing on the cake from this new mob......my wife has purchased 2 new vehicles with a lot of accessories and had these vehicles regularly serviced at this dealership.

she was 150 Km's from home with a minor problem which, I thought, could be solved with a simple trip to a regular well established relationship over quite a few years.

she was given no explanation, just a simple "you will have to book it in".....if she had been told that no fuses are available (which I find VERY hard to believe still) from there and that she would have to seek them elsewhere then I can understand sorta.

just out of interest I rang 3 other dealerships (another Ford dealer, Toyota dealer and a Mazda dealer) and put forward a question for them

my statement to each service manager were simple,

relationship established with their business in well excess of 5 years with the purchase and subsequent service of 2 new vehicles with accessories

then I put forward the following scenario... if my wife has a minor problem such as a blown fuse, needed it quickly and came to you to replace it what would you do

in ALL cases they stated they would replace the fuse with no charge.

the only one that said they wouldn't was my long term mechanic who told me to replace the bloody thing myself and don't be so lazy.....when I explained it was my wife with a blown fuse he said well thats different, I'd do anything for her, I would have made her a cuppa and gave her a biscuit while I replaced the fuse.....nice bugger!