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I posted this in the thread about the recall for the parking light modules, but I wanted to know if anyone else has had a horrible interaction with their local dealership. I have turned the other cheek two times now before posting here, and I won't name them because badmouthing them while they still need to make things right seems wrong...
I was moving out of state so didn't have this parking light recall done until December 12, 2023. I went to pick it up a few hours later and immediately had to turn around in the parking lot because my turn signal was fast-blinking as if the bulb was out. I interrupted their Saturday pizza lunch in service with my issue, so I had a huffy tech take it back to see what was wrong. My underwhelming service writer told me I had interrupted lunch but it will get fixed asap. 10 min later, I'm told it's fixed and "it was a young kid who did [my] recall work, and he forgot to plug in a connector."
So I get home around dusk, lock the doors, and notice the lights are uneven. One circle part of the headlight would be out, then one horizontal line would be out. So I'm investigating this, and I realize something else... THE TECHNICIAN SCRATCHED THE ENTIRE GRILL AND MY CUSTOM BLACK EMBLEMS WITH HIS BELT BUCKLE! About 3 dozen 3/4 inch gauges wrapped up the grill, and when I popped the hood, the lines continued on into the engine bay (so it was not caused by brush, car wash, etc; it could only happen when the hood was up).
So I immediately called and told them I was returning it as soon as possible with my work schedule. The Service manager agreed that it looked like a belt buckle "incident" and promised to make everything right. They ordered the custom emblems I had on the grill, and I made an appointment to drop the Bronco Sport back off on Jan 5th after they arrived. I was told at the end of the day that they tried all day to remove the scratched emblems so they could get the grill buffed out but they couldn't do it and needed to order a new grill. So I was given a loaner and told they would order and replace the grill.
No further correspondence until today when I was told it was completed (Jan 17th). I nervously went to pick it up after work, and I, unfortunately, had every reason to be nervous. The headlights are now scratched up and full of condensation! The gaps between the grill, the quarter panels, and the bumper are so uneven that it exposes a weird hole where they meet. I was lucky there was another Bronco Sport right next to me in the service lane so I could compare how the gaps used to look and how they look now with a service person. It looks like it was in a car accident when the panels are never quite right ever again.
I told anyone who would listen that I contacted in service that I was more than disappointed. Someone took pictures of my headlights to see if @Ford Motor Company would approve headlight replacements, and then if they took everything apart, they could address the inconsistent gaps.
I'm super upset. I have totally fallen out of love with Ford.
I have worked in a dealership setting for over a decade (motorcycles) and I cannot believe how this has gone. If I had a customer have such a crazy issue caused directly by a technician for a recall, a service manager and even the GM should be 100% involved with the vehicle until it is 100% resolved. to have to replace the whole grill and potentially 2 headlights for what should have been 2 modules...
Stay tuned for the next installment (3-5 business days to see if Ford will approve the headlight replacement. (sorry I can't find the pics of the belt buckle scratches, but here are my headlight woes and then my irregular grill gaps)
I was moving out of state so didn't have this parking light recall done until December 12, 2023. I went to pick it up a few hours later and immediately had to turn around in the parking lot because my turn signal was fast-blinking as if the bulb was out. I interrupted their Saturday pizza lunch in service with my issue, so I had a huffy tech take it back to see what was wrong. My underwhelming service writer told me I had interrupted lunch but it will get fixed asap. 10 min later, I'm told it's fixed and "it was a young kid who did [my] recall work, and he forgot to plug in a connector."
So I get home around dusk, lock the doors, and notice the lights are uneven. One circle part of the headlight would be out, then one horizontal line would be out. So I'm investigating this, and I realize something else... THE TECHNICIAN SCRATCHED THE ENTIRE GRILL AND MY CUSTOM BLACK EMBLEMS WITH HIS BELT BUCKLE! About 3 dozen 3/4 inch gauges wrapped up the grill, and when I popped the hood, the lines continued on into the engine bay (so it was not caused by brush, car wash, etc; it could only happen when the hood was up).
So I immediately called and told them I was returning it as soon as possible with my work schedule. The Service manager agreed that it looked like a belt buckle "incident" and promised to make everything right. They ordered the custom emblems I had on the grill, and I made an appointment to drop the Bronco Sport back off on Jan 5th after they arrived. I was told at the end of the day that they tried all day to remove the scratched emblems so they could get the grill buffed out but they couldn't do it and needed to order a new grill. So I was given a loaner and told they would order and replace the grill.
No further correspondence until today when I was told it was completed (Jan 17th). I nervously went to pick it up after work, and I, unfortunately, had every reason to be nervous. The headlights are now scratched up and full of condensation! The gaps between the grill, the quarter panels, and the bumper are so uneven that it exposes a weird hole where they meet. I was lucky there was another Bronco Sport right next to me in the service lane so I could compare how the gaps used to look and how they look now with a service person. It looks like it was in a car accident when the panels are never quite right ever again.
I told anyone who would listen that I contacted in service that I was more than disappointed. Someone took pictures of my headlights to see if @Ford Motor Company would approve headlight replacements, and then if they took everything apart, they could address the inconsistent gaps.
I'm super upset. I have totally fallen out of love with Ford.
I have worked in a dealership setting for over a decade (motorcycles) and I cannot believe how this has gone. If I had a customer have such a crazy issue caused directly by a technician for a recall, a service manager and even the GM should be 100% involved with the vehicle until it is 100% resolved. to have to replace the whole grill and potentially 2 headlights for what should have been 2 modules...
Stay tuned for the next installment (3-5 business days to see if Ford will approve the headlight replacement. (sorry I can't find the pics of the belt buckle scratches, but here are my headlight woes and then my irregular grill gaps)
