Is Ford Service really this bad?!

[SuperFord]

I completely agree with you. And there are people out there like SuperDouch above in the comments

I made a factual statement simply to let people know that they are not actually owed a loaner. A lot of folks here mistakenly believe that they are.

I didn’t attack you.

You didn’t like my viewpoint and started name calling like a child.

But I’m the “SuperDouch”?

You could’ve at least spelled it correctly. You douche.

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[BlueBronco]

Service definitely varies by dealer. And that goes with all auto manufacturers, it is not strictly a Ford problem.

I just dropped my Bronco off for some TSB work this morning and had a great experience. Of course, it helps that I was educated on the issue and contacted them a couple months ago so they could order parts and get on the schedule. Talked directly to the service manager who notified me of 2 other TSB's I was unaware of and that he said he would get taken care of as well. All by phone and they never laid eyes on my Bronco until this morning.

I get there and the service manager is telling me all about his Bronco, showing me pics, and how he wait 600 some odd days for his (he said the exact number but I don't recall). He even showed me a video of his being off loaded from the car carrier. Talked a bit more and jumped in a Lincoln loaner and off I went.

So yeah, it depends on the dealer. I also drove 90 minutes and past no less than four other Ford dealers to go to this one but no stress and I know the work will get done right.

 

[Evans67bro]

To get back on topic. Ford service really depends on the dealer. Sometimes it sucks some times its great. I have had good and bad experiences at both my local ford dealers. Having to make an appointment and possibly waiting hours for an oil change is totally normal these days. I had a really good experience with warranty work on my wifes bronco. My daughter had the transmission in her Kia fail a week after she bought it and the dealer gave her a loaner and covered all her cost. And the kia was used. But the one ford dealer totally screwed me years ago with my super duty and a turbo issue. There is a major shortage of techs at all dealers no matter what brand. So I have been told it was two weeks out for an appointment at both dealers. Customer service just sucks in general these days, it's not right but unfortunately is the way it is.

 

[Dmorty217]

Oh you have much to learn my friend. You didn’t think bc you spent 40k+ on a vehicle that ford cares about you right? It does vary by dealership

 

[BOLD Renegade93]

Wray Ford has been pretty good so far down here in NW Louisiana. Their service rep has been upfront with me with the MT synchro TSB that they fixed. He was honest and said that they had two loaners but both were taken. He offered to call me when he had one free and then bring my Bronco in to ensure I had a loaner. On another repair, he told me that Ford will reimburse you for $45/day on a rental if it’s a Ford rental, $35/day if not. I had a rental for two weeks and they (Ford corporate) are processing my reimbursement currently. Rental reimbursement IS a thing.

 

[Brockdog12]

I’ve used my local Ford dealers recently for warranty work and oil changes and had no issues. Was given loaners both times for the warranty work, but I have an extended warranty and maintenance plan, maybe that is the difference, I don’t know. Oil changes took an hour both times, I’m fine with that.

 

[RHeinz]

It’s not just Ford and it’s also not a recent phenomenon. I’m told by my children that Lexus has super service.. My wife utilizes a Lincoln dealer who picks up and returns the vehicle. Of course, we’re paying for that service.

The best dealer service I have ever had was at an AMC dealership in Batesville, Arkansas where the GM/owner (Ron Rowlett?) crawled under my Eagle (yup, I had one of those….) with me to show me the work they had done, and previous work that had also been done…..IIRC it was Rowlett AMC Eagle(?).

I also live near Joe Myers Ford here in NW Houston. I do not use their service except for recalls and only one of those has been a positive experience. My very trusted private mechanic retired about 8 years ago and closed his business. I have been very lucky to find another small business automotive shop that is honest, knowledgeable, and trustworthy. I do not mind paying market rates for quality service. Unfortunately, he is swamped with business because of it and it’s difficult to get scheduled.

I avoid the national automotive repair chains and oil quick change shops at all costs… From past multiple experiences, I do not trust them any longer.

 

[broadicustomworks]

Being a service manager for Ford for over 20 years I love reading comments. Some complaints are valid, some are far fetched and some people expect the world but sometimes you go to their business it really isn't much different, they just think the dealer(s) owe them something. We all put our pants on the same way every morning, just some start with the right foot and some with the left.

Following....

Good luck. Some will take this as an "easy target" to get into a troll-match and argue to the end of time all are the same and they all are horrible.
I get what you say and agree, as a general rule.
Often times the level of service is directly proportional to the "Karen" level the customer comes out of the gate with.
Sometimes not, sometimes it just sucks because effort is hard, right?
And sometimes it is amazing service (and dare I say patience?) despite what the general public displays with entitlement and obscene expectations.
I get and also agree that it will wildly vary (or should) depending on dealer, management of that dealer, and general environment the mgmt. team fosters at each one.
I just really wish I had that "WOW" factor of service relatively local to me.
FWIW I deal a LOT with personalities and customer service and know all to well the good and bad sides of that coin.
So I make sure I am NOT that guy who berates and argues over a blemish you would only see if you stand on your head when the sun is at a 32 degree angle from the left and relative humidity between 25 and 28 percent.
There are oodles of those people in the world already.

 

[JT58Bronc]

I have had recent bad experiences at dealerships and also independent service shops as well. In saying this though, my local Ford dealer has been pretty good other than very long lead times for service. I don't go in for service very much having 50 plus experience working on vehicles. In this day and age I am finding out that some of the service technicians do not know what they are doing. I won't go into specifics as I could write and write about my recent issues and it would be too much to read. And in fairness to the shops it is very, very hard to find good service technicians and with experience. If I want it done right I have to do it myself most of the time. And I will add that geez service is expensive. Parts are marked up so high 2 or 3X what the real cost is. I love working on vehicles and do as much work as I can. But sometimes you just have to go to a shop. And lately it worse than going to the dentist or doctor even...........

 

[miami2823]

Glad this thread exists. I took my Bronco in for its first oil change a few months ago at Koons Ford Baltimore. The oil change and rotation took 2 1/2 hours for an appointment I had booked out a month and a half. Not as bad as some people stories here, but even that felt unacceptable.

The service manager did apologize and said it was due to staffing issues and he was new there. He promised it would be better the next time I come back for an oil change. We shall see.

 

[Rspayde]

I made a factual statement simply to let people know that they are not actually owed a loaner. A lot of folks here mistakenly believe that they are.

I didn’t attack you.

You didn’t like my viewpoint and started name calling like a child.

But I’m the “SuperDouch”?

You could’ve at least spelled it correctly. You douche.

One or both of yall are going to waking up to one of those moderator permanent record strikes for being meany heads.

 

[HOSSMAN]

Good luck. Some will take this as an "easy target" to get into a troll-match and argue to the end of time all are the same and they all are horrible.
I get what you say and agree, as a general rule.
Often times the level of service is directly proportional to the "Karen" level the customer comes out of the gate with.
Sometimes not, sometimes it just sucks because effort is hard, right?
And sometimes it is amazing service (and dare I say patience?) despite what the general public displays with entitlement and obscene expectations.
I get and also agree that it will wildly vary (or should) depending on dealer, management of that dealer, and general environment the mgmt. team fosters at each one.
I just really wish I had that "WOW" factor of service relatively local to me.
FWIW I deal a LOT with personalities and customer service and know all to well the good and bad sides of that coin.
So I make sure I am NOT that guy who berates and argues over a blemish you would only see if you stand on your head when the sun is at a 32 degree angle from the left and relative humidity between 25 and 28 percent.
There are oodles of those people in the world already.

Simply put... Amen brother, thank you

 

[HOSSMAN]

8yrs writing service (Ford, Honda, CDJR, and now independent) and I couldnt agree more.

You get it. Yes, we are all human and we all screw up but the level of anger and lack of human respect is over the top right now in our business. When Covid was going on we were thanked and praised for staying open, picking up customers vehicles and returning them for free before it was offered by Ford. Now those same people all want a participation trophy and forgot about the past and only want what's best for them. Keep on truck'n sir and as I tell my staff every day... "Do good things".

 

[Rspayde]

My dad is the service director at the dealer I frequent. I have it pretty cushy I just drop my Bronco off at his house and drive his Bronco for the day while he takes mine to work with him.

In the defense of the service department. There is a huge lapse in new automotive repair techs as well as longer lead times for parts (especially for the widespread warranty and recall items). The decision to offer loaners could be solved by Ford but Money. The specific dealer could supply their own loaners but see again Money.

I don't think this is a Ford specific issue. Hell my wife's Hyundai has been waiting for a rear seatbelt clasp for 6 months. Last time it came in and they did not call us to make an appointment. Then they mailed the piece back and had to reorder it.

End of the day it is a pain in the ass to get service everywhere right now unless you want randy crack head and billy jean wrenching on your 40-70K bronco.

 

[HOSSMAN]

I would be more than happy to provide you with a list of my issues and my VIN number so you can call all the local Ford dealers in metro Detroit to arrange for service with a loaner car if you would like to verify for yourself. My Bronco is my only vehicle and it is literally brand new. I need to get to and from work and cannot go without a loaner car, especially when dealers have no idea when they will be able to look at it or how long they will need to keep it for.

This is the problem now days. I make a simple blanket statement and now the "oh yeah, well you call" blah blah blah. Newsflash, nobody can afford to be without their vehicle, I hear it daily. We have 13 loaners and a 2 month list waiting to use them. Do you have an ESP that will cover your rental? If not, why not? Have you tried dealing with a loaner car company lately? Holy crap that's a nightmare. I am not attacking, just stating a fact. "Hire more techs", no kidding, that is all us directors and managers battle cry. Unfortunately the lack of staff and lack of qualified technicians entering the workforce are slim to none. Anyone who is in a leadership role or in a hiring/firing role is faced with lots of challenges and crap applicants. Let's face it, nobody wants a green-pea working on their vehicles, they all want the "senior master" but sometimes that's all we have and that's sometimes not good enough. I can't speak for your area, if they are a union shop or not but every store is different honestly. As some have said there are some good and some bad and some in-between. We hold one of the highest CSI's in our region yet I cannot satisfy everyone. I focus on the good and let the bad go. Many need to understand that all vehicles are built one at a time still by humans and computers, all of which have faults. Every brand faces issues and I will agree that some of the factories are putting out pure junk, I see them coming off the truck. Sometimes you get more flies with honey than vinegar. I will go to the wall for all my customers but I will also back my staff as any manager would. You come in guns blazing and walls go up, it's all in the approach.

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