My Experience With Ford Mobile Service

[flip]

Ford and their mobile service program can eat a big fat d.

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[Rspayde]

Ford and their mobile service program can eat a big fat d.

Doug would make me eat 13 bars of soap if I said something like that.

 

[flip]

Doug would make me eat 13 bars of soap if I said something like that.

Well, in my defense I didn't say the naughty word so it could be left open to interpretation. Still, Ford can stuff the mobile program somewhere dark, smelly and moist. The bribe was for each mobile service performed, up to a certain number each month, they would pay the dealer an extra 1 hour of their warranty labor rate as the carrot.

Not sure if anyone noticed but we can't get techs. The P&D and mobile programs are much more complicated than normal service scheduling to do it correctly. There are areas where dealers are having great success with mobile because there's enough fleet and commercial business a two person crew can sit on location all day and fix vehicles.

The ugly. This is one of Farley's wet dreams that's being pushed to flip the bird to Tesla's mobile network and be able to crow at an investor meeting Ford has the largest mobile network of any mfgr. Whoop dee f'n doo. The vans are anywhere from $90K-$115K before adding a bunch of stuff you need like supplies, common parts, fluids, disposables, printer if you want to do invoices, payment system, dedicated phone, at least a jet pack or Starlink for programming, tarps and other stuff. Ford's real reason for mobile is to try and make a dent in the massive number of vehicles with open recalls which is transparently self serving.

The program no longer became "voluntary" if you wanted to continue to be a Commercial Pro or EV dealer or remain compliant with the Ford Commitment Program. What is the FCP you ask? Well, it's a bunch of standards like training, staffing, Ford CPO stocking minimums and other crap for both sales and service. You were compliant early by buying the van and coding ROs for pickup and delivery. Sine Ford didn't get the buy in they were hoping for they changed the FCP and Commercial programs to require dealers to do 10%, I believe is the current standard, of their total qualified ROs have to be either P&D, mobile or combination. Oh, did I mention they force you to use a 3rd party software for P&D tracking (like Dominos or Door Dash) which is a couple hundo per month.

Now the great part. Commercial dealers now have to do a minimum of 25 mobile visits per month (does not have to be commercial vehicles) to stay compliant as a Commercial Pro dealer. Based on current estimates, I would need to do at least 75 P&D/mobile per month to maybe, barely qualify. Since we haven't, Ford withholds a % from every new unit we sell. Can't remember the exact number but it averages out to a few hundo per verhicle.

Is it worth trying to hire another tech and service advisor to try and make a go of it with the added $125K+ added expense? I'm in a rural area and there's no way, without the Ford subsidy could I make this not be a money losing proposition. Yes, in some areas it's working great. If I were in Evansville, Louisville or Indianapolis we'd probably have a half dozen of these parked at the Amazon contractors, fleets, utility companies anywhere there are tons of units consolidated in one local and had permission to work on their property. As I've said before, if this program was so damn great, why would Ford be using the 2X4 on the backside to get dealers involved?

I've had conversations with dealers and Ford people and they fully expect a dramatic drop in mobile events once the subsidy is pulled. For a lot of us, there's no path to go down where this even comes close to break even. Some dealers are killing it but the biggest factor is the local market and having enough internal manpower on the administrative and technical side and not add additional expense. God love the dealers killing it and happy for them but there are a lot like us that are just getting f'd because Ford's cookie cutter programs just don't work everywhere and for everyone. We're probably in the hole with mobile and lost "holdback" $200K since they changed the standards. This is why I said f Ford and their mobile program. Just waiting for the first module to get bricked in someone's garage, oil slick on the driveway or tech hurt/killed on someone's property, God forbid, before it's not fun anymore.

 

[userdude]

Well, in my defense I didn't say the naughty word so it could be left open to interpretation. Still, Ford can stuff the mobile program somewhere dark, smelly and moist. The bribe was for each mobile service performed, up to a certain number each month, they would pay the dealer an extra 1 hour of their warranty labor rate as the carrot.

Not sure if anyone noticed but we can't get techs. The P&D and mobile programs are much more complicated than normal service scheduling to do it correctly. There are areas where dealers are having great success with mobile because there's enough fleet and commercial business a two person crew can sit on location all day and fix vehicles.

The ugly. This is one of Farley's wet dreams that's being pushed to flip the bird to Tesla's mobile network and be able to crow at an investor meeting Ford has the largest mobile network of any mfgr. Whoop dee f'n doo. The vans are anywhere from $90K-$115K before adding a bunch of stuff you need like supplies, common parts, fluids, disposables, printer if you want to do invoices, payment system, dedicated phone, at least a jet pack or Starlink for programming, tarps and other stuff. Ford's real reason for mobile is to try and make a dent in the massive number of vehicles with open recalls which is transparently self serving.

The program no longer became "voluntary" if you wanted to continue to be a Commercial Pro or EV dealer or remain compliant with the Ford Commitment Program. What is the FCP you ask? Well, it's a bunch of standards like training, staffing, Ford CPO stocking minimums and other crap for both sales and service. You were compliant early by buying the van and coding ROs for pickup and delivery. Sine Ford didn't get the buy in they were hoping for they changed the FCP and Commercial programs to require dealers to do 10%, I believe is the current standard, of their total qualified ROs have to be either P&D, mobile or combination. Oh, did I mention they force you to use a 3rd party software for P&D tracking (like Dominos or Door Dash) which is a couple hundo per month.

Now the great part. Commercial dealers now have to do a minimum of 25 mobile visits per month (does not have to be commercial vehicles) to stay compliant as a Commercial Pro dealer. Based on current estimates, I would need to do at least 75 P&D/mobile per month to maybe, barely qualify. Since we haven't, Ford withholds a % from every new unit we sell. Can't remember the exact number but it averages out to a few hundo per verhicle.

Is it worth trying to hire another tech and service advisor to try and make a go of it with the added $125K+ added expense? I'm in a rural area and there's no way, without the Ford subsidy could I make this not be a money losing proposition. Yes, in some areas it's working great. If I were in Evansville, Louisville or Indianapolis we'd probably have a half dozen of these parked at the Amazon contractors, fleets, utility companies anywhere there are tons of units consolidated in one local and had permission to work on their property. As I've said before, if this program was so damn great, why would Ford be using the 2X4 on the backside to get dealers involved?

I've had conversations with dealers and Ford people and they fully expect a dramatic drop in mobile events once the subsidy is pulled. For a lot of us, there's no path to go down where this even comes close to break even. Some dealers are killing it but the biggest factor is the local market and having enough internal manpower on the administrative and technical side and not add additional expense. God love the dealers killing it and happy for them but there are a lot like us that are just getting f'd because Ford's cookie cutter programs just don't work everywhere and for everyone. We're probably in the hole with mobile and lost "holdback" $200K since they changed the standards. This is why I said f Ford and their mobile program. Just waiting for the first module to get bricked in someone's garage, oil slick on the driveway or tech hurt/killed on someone's property, God forbid, before it's not fun anymore.

It's an economic wet dream for consumers to sit and wait for all their purchases to be delivered.

I've resisted using them because I know they hurt local retailers and I don't want them to go out of business. But I've got a neighbor who screams bloody blue murder if they get charged a $1.50 surcharge and reply-in-kind with no tip!

It's boloney and a false economy and personally don't trust this stuff for what you said (in detail) and more.

 

[Karl_in_Chicago]

Well, in my defense I didn't say the naughty word so it could be left open to interpretation. Still, Ford can stuff the mobile program somewhere dark, smelly and moist. The bribe was for each mobile service performed, up to a certain number each month, they would pay the dealer an extra 1 hour of their warranty labor rate as the carrot.

Not sure if anyone noticed but we can't get techs. The P&D and mobile programs are much more complicated than normal service scheduling to do it correctly. There are areas where dealers are having great success with mobile because there's enough fleet and commercial business a two person crew can sit on location all day and fix vehicles.

The ugly. This is one of Farley's wet dreams that's being pushed to flip the bird to Tesla's mobile network and be able to crow at an investor meeting Ford has the largest mobile network of any mfgr. Whoop dee f'n doo. The vans are anywhere from $90K-$115K before adding a bunch of stuff you need like supplies, common parts, fluids, disposables, printer if you want to do invoices, payment system, dedicated phone, at least a jet pack or Starlink for programming, tarps and other stuff. Ford's real reason for mobile is to try and make a dent in the massive number of vehicles with open recalls which is transparently self serving.

The program no longer became "voluntary" if you wanted to continue to be a Commercial Pro or EV dealer or remain compliant with the Ford Commitment Program. What is the FCP you ask? Well, it's a bunch of standards like training, staffing, Ford CPO stocking minimums and other crap for both sales and service. You were compliant early by buying the van and coding ROs for pickup and delivery. Sine Ford didn't get the buy in they were hoping for they changed the FCP and Commercial programs to require dealers to do 10%, I believe is the current standard, of their total qualified ROs have to be either P&D, mobile or combination. Oh, did I mention they force you to use a 3rd party software for P&D tracking (like Dominos or Door Dash) which is a couple hundo per month.

Now the great part. Commercial dealers now have to do a minimum of 25 mobile visits per month (does not have to be commercial vehicles) to stay compliant as a Commercial Pro dealer. Based on current estimates, I would need to do at least 75 P&D/mobile per month to maybe, barely qualify. Since we haven't, Ford withholds a % from every new unit we sell. Can't remember the exact number but it averages out to a few hundo per verhicle.

Is it worth trying to hire another tech and service advisor to try and make a go of it with the added $125K+ added expense? I'm in a rural area and there's no way, without the Ford subsidy could I make this not be a money losing proposition. Yes, in some areas it's working great. If I were in Evansville, Louisville or Indianapolis we'd probably have a half dozen of these parked at the Amazon contractors, fleets, utility companies anywhere there are tons of units consolidated in one local and had permission to work on their property. As I've said before, if this program was so damn great, why would Ford be using the 2X4 on the backside to get dealers involved?

I've had conversations with dealers and Ford people and they fully expect a dramatic drop in mobile events once the subsidy is pulled. For a lot of us, there's no path to go down where this even comes close to break even. Some dealers are killing it but the biggest factor is the local market and having enough internal manpower on the administrative and technical side and not add additional expense. God love the dealers killing it and happy for them but there are a lot like us that are just getting f'd because Ford's cookie cutter programs just don't work everywhere and for everyone. We're probably in the hole with mobile and lost "holdback" $200K since they changed the standards. This is why I said f Ford and their mobile program. Just waiting for the first module to get bricked in someone's garage, oil slick on the driveway or tech hurt/killed on someone's property, God forbid, before it's not fun anymore.

Thanks for the insight. As you note there may be situations where this program works but they appear to be more the exception than the rule (or maybe my view is too myopic). I live in a downtown high-rise, parked underground. While the Ford dealer is only ~5 miles away it's a solid 30 minute drive when the traffic ISN'T bad. It's not hard to project out and connect the dots from there as to how that just doesn't seem tenable.

I wrote elsewhere on this forum about my lone experience with this dealer (didn't buy locally) and how positive I found it. Had an appointment for an oil change first thing on a Monday morning, showed up and was out of there in about an hour. Kicker was that for oil and filter change, with tax, I was out of there for $58 (Motorcraft syn-blend, not full-syn obviously). Now THAT made me happy. No leaks, my engine hasn't blown up, was in and out in an hour and paid less than I expected. Color me happy and keep doing that and I'm happy to drive my own damn vehicle to the dealer and back like I've been doing all my life.

 

[flip]

It's an economic wet dream for consumers to sit and wait for all their purchases to be delivered.

I've resisted using them because I know they hurt local retailers and I don't want them to go out of business. But I've got a neighbor who screams bloody blue murder if they get charged a $1.50 surcharge and reply-in-kind with no tip!

It's boloney and a false economy and personally don't trust this stuff for what you said (in detail) and more.

A former service reps sister, also a Ford employee, had a mobile oil change done and her bill was nearly double. I wouldn't send one of my guys out to do one even if someone was OK paying $150.00 with no tire rotation. The first driveway you oil down, someone injured, property damaged, it makes it completely not worth it. Repairs are done in shop in a more controlled environment. Same reason your family doc doesn't show up at your work-home and give you an annual physical.

 

[Beach_Bum]

My local dealer offered the valet service for the past 2 years. But recently have been promoting their mobile service. They have 7 vans with two techs per van running the mobile service. The next time, I'll be sure to use the mobile service.

 

[userdude]

A former service reps sister, also a Ford employee, had a mobile oil change done and her bill was nearly double. I wouldn't send one of my guys out to do one even if someone was OK paying $150.00 with no tire rotation. The first driveway you oil down, someone injured, property damaged, it makes it completely not worth it. Repairs are done in shop in a more controlled environment. Same reason your family doc doesn't show up at your work-home and give you an annual physical.

Yeah, you're right... if it's your company's liability. Doesn't Goober Eatz do that now too? Subcontract with some coupons and pay off the social media complainers. Who cares about service or doing a good job, let's get rich.

 

[Roger123]

No interest in it for me. We drop it off the night before and pick it up when it's done the next day. I always tell the service writer, no hurry, take your time.

But wife is retired and I work part-time, kids are gone, etc. We have time, I could see how those with more complicated life styles may be interested.

Thanks Flip for telling us how it really is. I always get nervous when someone tells me something is "free", I'm not that stupid (well, maybe sometimes).

 

[RHeinz]

How much extra did you pay for this service? 20% more than going into the dealer? 25%?

Before looking if nearby dealers off this service, I'll need to hear about the cost for this convenience.

Thanks.

To evaluate properly, how much do you value your time (at an hourly rate)?

 

[Dantastic]

Repairs are done in shop in a more controlled environment. Same reason your family doc doesn't show up at your work-home and give you an annual physical.

This is the exact reason I don’t plan on using it. I’d rather have my rig worked on in the shop in the controlled environment than my driveway.

 

[kimmnen]

I can see the positives and negatives that dealers are working through in this competitive environment, but serving the customer comes first. It is no longer business as usual. At the same time, I want to support my dealer of choice for over 30 years, PAT MILLIKEN FORD, instead of one more convenient for service. I have a Bronco and a Bronco Sport both with recalls and a customer satisfaction alert. I was planning on making 2 appointments to drive to for service, but Pat Milliken offered a pickup and return of the vehicles or Mobile Service at a time convenient for me. The wiper update was to be included, no run-around as to proving an issue.
I chose the Mobile since I did not want to risk having someone else drive my vehicles the round-trip distance and have them tied up all day, plus the updates were simple and they could handle both at the same time, estimated completion in less than an hour. Ended up about 45 minutes time and got to "shoot the breeze" with the tech, ask questions and get answers to my satisfaction. Error codes that had been generated over time were cleared and there were no additional issues. So, while I was utilizing the mobile service, was I freeing up floor space at the dealership for someone to get service or repairs done that were best done in-house? As a customer convenience and for simple recall updates/services like this, I would consider use of the Mobile Service if offered. Thank you Pat Milliken Ford!

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