Well that's it.... We've had it with Ford and this Bronco Sport

[sajohnson]

That would be great if they would stop that nonsense.

The owners manual “tossed a bone” to those dealerships that don’t like doing warranty repairs for a vehicle not purchased there. The sentence with Ford’s recommendation to return to your selling dealer isn’t needed and the paragraph could be written as:

Warranty repairs to your vehicle must be performed by an authorized dealer, which includes your selling authorized dealer or any authorized dealer.

Note in the 2nd paragraph below that the vehicle owner would need to go to a dealership that has special training and equipment if that is needed for the warranty work.

Owner’s Manual states:
“Warranty repairs to your vehicle must be performed by an authorized dealer. While any authorized dealer handling your vehicle line will provide warranty service, we recommend you return to your selling authorized dealer who wants to ensure your continued satisfaction.

Please note that certain warranty repairs require special training and equipment, so not all authorized dealers are authorized to perform all warranty repairs. This means that, depending on the warranty repair needed, you may have to take your vehicle to another authorized dealer.

A reasonable time must be allowed to perform a repair after taking your vehicle to the authorized dealer.”

Spot-on!

1) Quote: "...we recommend you return to your selling authorized dealer who wants to ensure your continued satisfaction."

The implication is that the other dealers do NOT care about your satisfaction! I have a radical idea -- how about Ford and other mfrs actually pay a reasonable amount for warranty work? That's the bottom line here. If warranty work was almost as lucrative as ordinary (customer paid) work, there would be very few conflicts.

As it is, the mfrs and dealers are in an adversarial relationship, and we are stuck in the middle.

2) Quote: "...not all authorized dealers are authorized to perform all warranty repairs."

What?! Then they should not be authorized dealers!!

3) Quote: "A reasonable time must be allowed to perform a repair after taking your vehicle to the authorized dealer.”

Sure, but what is the definition of "reasonable"? FIVE (5) days just to diagnose a problem is clearly not reasonable.

The bottom line is that dealers have been given way too much leeway.

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[Dude]

Can we also all acknowledge that the Ford Motor Company account on here always responds to threads of customers having issues but NEVER RESPONDS!

We can all acknowledge that the Ford Motor Company account (aka Ford’s social media team) on this site will on occasion respond to threads of customers having issues.

But NEVER RESPONDS isn’t generally true if you understand the role of the social media team and how to best use the social media team.

More info on this has been posted in the past and now summarized in this Thread:

https://www.broncosportforum.com/forum/threads/duties-of-vs-expected-role-of-ford’s-social-media-team-on-this-forum.11047/post-189208

 

[CLR]

It’s amazing the difference a dealer makes. With a previous non-Ford vehicle, it had many issues under warranty that kept it in the shop for extended periods. The dealer provided a rental car and regular updates every time. I still dumped that POS once it was fixed, but the experience was definitely less frustrating thanks to a decent dealer service experience. I’d be very reluctant to go back to that brand, but I’d be okay with going back to the dealer.

 

[Dude]

Spot-on!
…2) Quote: "...not all authorized dealers are authorized to perform all warranty repairs."

Good info in your post!! Btw, regarding point #2, these 2 statement have to be taken together:

“Please note that certain warranty repairs require special training and equipment, so not all authorized dealers are authorized to perform all warranty repairs.”

This just means a specific dealership might not be able to perform a specific warranty repair because the repair requires special training and (or) equipment they do not possess.

They are still an authorized dealership.

 

[sajohnson]

Good info in your post!! Btw, regarding point #2, these 2 statement have to be taken together:

“Please note that certain warranty repairs require special training and equipment, so not all authorized dealers are authorized to perform all warranty repairs.”

This just means a specific dealership might not be able to perform a specific warranty repair because the repair requires special training and (or) equipment they do not possess.

They are still an authorized dealership.

You're right, that's exactly what it says.

Quote: "...a specific dealership might not be able to perform a specific warranty repair because the repair requires special training and (or) equipment they do not possess."

That is unacceptable! Any "authorized dealer" should be able to perform ALL necessary repairs and services on ALL vehicles made by the mfr.

Otherwise there would be situations where an obedient customer takes their car to the dealer they bought it from, only to be told, "Sorry dude, we can't fix that issue, you'll have to take it to a *fully* authorized dealer. The closest one is 90 miles away." Then the hapless customer calls THAT dealer, only to be told to "take it back to the dealer you bought it from!"

My sense is that most car dealers and mfrs "sell the sizzle, not the steak." On the list of reasons why people buy a particular vehicle -- safety; performance; price; fuel economy; image/status; practical needs (passenger/cargo capacity, tow rating, 4WD/AWD, etc.) -- the reputation of the local dealer(s) service dept. and/or the mfr's willingness to honor their warranty are often toward the bottom -- or not even considered. That's how they continue to get away with treating people -- their customers! -- so poorly.

The same goes for customer service in general. It's not something most people think about until they need help with an issue. So, many companies have cut customer service to the bone, and apparently instructed their CSRs to be adversarial, instead of trying to help.

 

[MJbronco]

We can all acknowledge that the Ford Motor Company account (aka Ford’s social media team) on this site will on occasion respond to threads of customers having issues.

But NEVER RESPONDS isn’t generally true if you understand the role of the social media team and how to best use the social media team.

More info on this has been posted in the past and now summarized in this Thread:

https://www.broncosportforum.com/forum/threads/duties-of-vs-expected-role-of-ford’s-social-media-team-on-this-forum.11047/post-189208

I'd be willing to bet a majority of people in this forums interaction with the FMC account goes like this....
1. Posts some issue or concern with their BS
2. At some point FMC chimes in on the thread to help and asks the OP to DM them
3. OP DMs FMC with vin# and whatever else they initially request
3. OP doesn't hear anything back from FMC
4. OP possibly reaches out again after hearing nothing still from FMC through DM
5. FMC still doesn't respond
6. OPs issue or problem is resolved without FMC forum assistance, or their problem still exists and FMC never reached back out

 

[Dude]

I'd be willing to bet a majority of people in this forums interaction with the FMC account goes like this....
1. Posts some issue or concern with their BS
2. At some point FMC chimes in on the thread to help and asks the OP to DM them
3. OP DMs FMC with vin# and whatever else they initially request
3. OP doesn't hear anything back from FMC
4. OP possibly reaches out again after hearing nothing still from FMC through DM
5. FMC still doesn't respond
6. OPs issue or problem is resolved without FMC forum assistance, or their problem still exists and FMC never reached back out

Yes I agree and I think it is because in general owners don’t know the roles and responsibilities and what the FMC account (Social Media Team) and Ford Customer Service can do for them.

Often owners have an expectation about the Social Media Team and Ford Customer Service which does not reflect reality so in effect is an unrealizable expectation.

If you interact with the ‘Social Media Team’ and Ford Customer Service, it is on the vehicle owner to ask them what they can and cannot do for you. Ask as many questions as you need to (without assuming what they can do) until you understand the limitations of these teams.

This post provides more information:

https://www.broncosportforum.com/forum/threads/duties-of-vs-expected-role-of-ford’s-social-media-team-on-this-forum.11047/

 

[Dude]

You're right, that's exactly what it says.

Quote: "...a specific dealership might not be able to perform a specific warranty repair because the repair requires special training and (or) equipment they do not possess."

That is unacceptable! Any "authorized dealer" should be able to perform ALL necessary repairs and services on ALL vehicles made by the mfr.

Well let’s say you had a transmission issue and the dealership service department (for whatever reason) told you they don’t work on transmissions and recommended another dealership (perhaps they can’t keep transmission techs), I think it would make sense to go to another dealership.

Would you want a tech that’s never seen a transmission and had no training working on your transmission issue?

I don’t think the owners manual statement is malevolent, I think there are just some situations it might apply.

I do appreciate your definition that Any "authorized dealer" should be able to perform ALL necessary repairs and services on ALL vehicles made by the mfr. While I like your definition, it just might not 100% agree IRL with the owners manual statement.

 

[MJbronco]

Yes I agree and I think it is because in general owners don’t know the roles and responsibilities and what the FMC account (Social Media Team) and Ford Customer Service can do for them.

Often owners have an expectation about the Social Media Team and Ford Customer Service which does not reflect reality so in effect is an unrealizable expectation.

If you interact with the ‘Social Media Team’ and Ford Customer Service, it is on the vehicle owner to ask them what they can and cannot do for you. Ask as many questions as you need to (without assuming what they can do) until you understand the limitations of these teams.

This post provides more information:

https://www.broncosportforum.com/forum/threads/duties-of-vs-expected-role-of-ford’s-social-media-team-on-this-forum.11047/

I think you're missing my point.....they don't do anything. So my expectation is don't even bother responding to their request for your vin# and info because they aren't going to respond, even if you reach out multiple times. It's not a limitation, it's a lack of doing anything beyond asking a customer to send them a vin# that they'll do nothing with

 

[Dude]

I think you're missing my point.....they don't do anything. So my expectation is don't even bother responding to their request for your vin# and info because they aren't going to respond, even if you reach out multiple times. It's not a limitation, it's a lack of doing anything beyond asking a customer to send them a vin# that they'll do nothing with

You could be right however in my experiences with both the Social Media Team and with Ford Customer Service, we established exactly what they would be able to do and they did what they said.

Therefore I cannot agree with the “don’t bother” approach. You do have to get to the point where a ticket gets created otherwise you have nothing to refer to. It sounds like in your case you were completely ignored using the messaging to the Ford Social Media Team and a ticket was never created. In that case, is best to call Customer Service because then a ticket is created and you are given the ticket # for future reference.

And it did take awhile to get to the finish line where the issue was resolved

But I do appreciate that some are caught in an endless loop with their service department and don’t know where to go next.

The link in Post #37 tells someone what their next steps are ….

 

[Bucko]

And the dealerships also have to stop with the "did you buy the car here" nonsense when it comes to warranty claims.

My favorite is when the service adviser states that if they don't get 5 stars (rating), then they failed. Trying to make me feel guilty over a survey means you should not offer me one.

 

[DemonGT]

So we are to be under the assumption that not only is every Bronco Sport a POS but every Ford is a POS because of your 2 issues?

Its unfortunate those things happened but things DO happen. If having a rental was important than you should have got the extended warranty as the dealer stated. You cannot cheap out and not get the extended warranty and then turn and complain when you do not get the benefits of said warranty you choose NOT to get.

If you go with another car brand and do not get the extended warranty or whatever is needed to be given a rental in the chance you need one you will also be SOL.

 

[Sojourner]

FWIW, most RV dealers have been operating like this for years. Like car/truck dealers, they do not like warranty work because it pays less (both parts and labor) so they flat-out refuse to work on any RV they did not sell. Even those they did sell are given lowest priority (for warranty work). That's why the common advice is to buy a used RV -- because they all have some problems (some have dozens) and a used one has already taken the 'off the lot' depreciation hit, and the 1st owner has usually had the problems corrected.

Beat me to it, re: RV dealerships.

Just had a problem with mine and tried to call the local RV dealer for Winnebago. Had to leave a message; never returned the call.

Then I called the dealership that sold me the RV a few years back (several hundred miles away). Was told I could schedule an appointment for....

...NOVEMBER.

But first I would have to bring it in for a lookover and then take it home until November.

You're right, that's exactly what it says.

Quote: "...a specific dealership might not be able to perform a specific warranty repair because the repair requires special training and (or) equipment they do not possess."

That is unacceptable! Any "authorized dealer" should be able to perform ALL necessary repairs and services on ALL vehicles made by the mfr.

Otherwise there would be situations where an obedient customer takes their car to the dealer they bought it from, only to be told, "Sorry dude, we can't fix that issue, you'll have to take it to a *fully* authorized dealer. The closest one is 90 miles away." Then the hapless customer calls THAT dealer, only to be told to "take it back to the dealer you bought it from!"

My sense is that most car dealers and mfrs "sell the sizzle, not the steak." On the list of reasons why people buy a particular vehicle -- safety; performance; price; fuel economy; image/status; practical needs (passenger/cargo capacity, tow rating, 4WD/AWD, etc.) -- the reputation of the local dealer(s) service dept. and/or the mfr's willingness to honor their warranty are often toward the bottom -- or not even considered. That's how they continue to get away with treating people -- their customers! -- so poorly.

The same goes for customer service in general. It's not something most people think about until they need help with an issue. So, many companies have cut customer service to the bone, and apparently instructed their CSRs to be adversarial, instead of trying to help.

"That is unacceptable..." Remember, these vehicles are ALWAYS in Beta. Hard to ensure every dealership is keeping up. So maybe, Ford, don't ship so quickly...?

"Otherwise there would be situations...." Why does this sound like Apple's approach...?

"Sell the sizzle..." GREAT line!

 

[kapk22]

So we are to be under the assumption that not only is every Bronco Sport a POS but every Ford is a POS because of your 2 issues?

Its unfortunate those things happened but things DO happen. If having a rental was important than you should have got the extended warranty as the dealer stated. You cannot cheap out and not get the extended warranty and then turn and complain when you do not get the benefits of said warranty you choose NOT to get.

If you go with another car brand and do not get the extended warranty or whatever is needed to be given a rental in the chance you need one you will also be SOL.

they gave us a rental the first and second time we had transmission issues. What are you talking about?

READ

 

[Arcee]

And the dealerships also have to stop with the "did you buy the car here" nonsense when it comes to warranty claims.

This is normal behavior by most dealers. Most dealers will allow "original" customers to jump to the head of the line for service appointments. I have no problem with that. Dealers have told me this outright when I have purchased cars. "When you need a repair, we make sure to schedule customers who bought here ahead of those who didn't." They don't refuse to work on other cars, but they give priority to those who also bought their cars there. It makes perfect sense.

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