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First Visit to Ford Service - Not the best first impression

iso100

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#1
My car is nearing 900 miles and I decided to try to get my initial oil changed and also have the tape/trim around the driver's side door replaced (since the detailers destroyed it on my car the day I purchased it by blasting it with a hot water pressure washer). I also wanted someone to hear the transmission whine that's getting progressively worse in the gears I use most frequently.

So, first thing the service lady says is that I don't need to change my oil until 7500 miles. She said I could do it if I wanted to, but I'd have to pay. She then mentioned they use SEMI synthetic oil, not fully synthetic. I decided to skip that work until after I can get confirmation.

Next issue was the tape on the door. She called around and couldn't find anyone who could locate the part. Finally called the body shop they deal with and while they didn't have it in stock, they ordered it. So I'll have to go back again for that service once it shows up. I was told I would get a loaner car and the body shop is a different place, so I'm not sure how that's going to work out.

Last issue was the transmission. The first thing she says is that transmission work has a wait list of 2-3 weeks. Uhm, ok. Not my problem! You'll just have to provide a loaner for the time you have my car in service! Anyway, I wanted to at least get someone to ride in my car with me so they can confirm the noise. She couldn't locate the service manager... he wasn't at his desk (but his cell phone was) so I'll have to come back another day.

All in all, I accomplished just about nothing and wasted ~2 hours between waiting and driving to-from.

I really hope this is an anomaly and not how things are going to be moving forward...
 


OP
I

iso100

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Thread Starter #3
This is Apple Ford/Lincoln/Mercury in Columbia, MD. Oddly enough, they were the highest rated (on Google Maps) Ford dealer in my area.

We'll see how things go when I go back to get the service done.
 


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#4
Sorry to hear about your dealer...I've had similar experience over the years. I'm not sure how big your dealer is, but it seems the larger the dealership, the more "suspect" the service department can be. My best experience has been with the "small town" dealer that can't afford to lose a customer...especially because of the service dept. I'm not saying every large dealer compromises their service dept, but just expressing my 45 years of buying Fords in 5 different states.

BTW...I suggest you take your story to Ford Service on facebook...https://www.facebook.com/FordServiceUS I believe that somebody from Ford Social might be checking out this site, but I suggest you take the initiative to contact them. Good Luck!
 


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iso100

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Thread Starter #5
Honestly it's not so bad I need to publicly shame them... yet. I now know I need to call before showing up and will need to schedule time with the service manager to get things like transmission noise logged and in the system.

If their stance is that there's nothing wrong with the transmission, I guess I'm fine with that, but want my objections noted in case things break in a year or so.
 


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#6
Honestly it's not so bad I need to publicly shame them... yet. I now know I need to call before showing up and will need to schedule time with the service manager to get things like transmission noise logged and in the system.

If their stance is that there's nothing wrong with the transmission, I guess I'm fine with that, but want my objections noted in case things break in a year or so.
iso, I totally understand your position about "shaming" your dealer publicly. I have some positive experiences with Meagan at Ford Service and all our communications were handled via Facebook's private message feature. Ford's team on Facebook can cut through some of the bureaucracy to get your concerns handled, but that's your choice and I'll butt-out now.
 


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iso100

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Thread Starter #7
Your suggestion is a great one and I appreciate it. No need to butt out!

I've "liked" that page on FB just in case I need to circumvent the dealer for a future issue. I'm going to give them a few more changes to make me feel better about having my service done there. Sadly I paid for the "customer for life" option that gives me free oil changes and major service for life... IF I take it to them for everything. Hmm...

Going to withhold final judgement until after I get my transmission looked over.

Thanks again,
Ian
 


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