Open Letter to Ford Motor Company

[hf995]

I wasn’t going to respond but now I am to provide a balanced alternative view.

First of all, your letter is very well written and your message comes across clearly. I get the sense of what you are going through and your level of frustration (but only you know the full scope of your situation so in no way is my response to minimize what you are experiencing).

Your letter mentions the following and all of these I also have direct experience with:

1. “(Ford’s) social media team on this site”

2. “3rd party call center representative who lacks any official affiliation with Ford”

3. “A way to connect with a genuine Ford Motor Company employee, one who possesses a thorough understanding of the issues at hand and possesses the authority to implement a viable solution”

Alternative viewpoints for anyone reading your post as well as the comments to your post:

a) The @Ford Motor Company ‘social media team’ has been extremely helpful to me after I learned what their role was and how best to use them. I will point out here that since their role is not well documented, how can anyone assume what they do or to criticize what they do or do not do. Without knowing their role, what they do and what they cannot do, one cannot assume what they can do for you. As I said, they have been extremely helpful.

b) Similar for the 3rd party call center representative. What they do and how best to use them has to be determined in order to set anyone’s expectations when they are contacted. I wish they could do more but I understand their role and limitations.

c) In the vehicles Owners Manual, Ford clearly documents the “Customer Assistance” Section and this section has to be read carefully. This section includes alot of information… while the pic I added below is a just a subset, reading this section is imperative. The dealership is listed first and Ford’s contact numbers are provided for assistance. And the escalation process is provided.

I do not believe this Section mentions the ‘social media team on this site” meaning in Forum’s as that’s not an official channel.

I could add more especially about #3 above (as I was one of those people but for a different auto manufacturer) but I’ll stop here.

I do hope the escalation process defined in the Owners Manual will be helpful to others. And I sure hope the issues OP (and others) are having can be speedily resolved to the owner’s satisfaction!

Your points are all well taken. However, I thought it went without saying that I would not be researching and posting on a site like this without first going through the normal dealership service routes, albeit unsuccessfully. I guess I'll be more explicit and note that I have been working with my dealership, and they have taken the initiative in escalating this on my behalf.

My primary complaint with Ford's Social Media team on this site, and how they respond to posts, is that their generic reply of "DM us your VIN and Dealership" is, at least in my case, simply a façade that gives the appearance of Ford engaging in customer service. But for me and others on this thread who seem to echo my sentiments, it only leads to connecting with a call center rep who, though well-meaning, is of no real help. It's a real dopamine rollercoaster to think, "gee, someone at Ford read my post and wants to help," only to learn that after several detailed DMs and opening a case, you've accomplished nothing. You end up spending another several hours of your life reiterating your vehicle concerns for the tenth time, only to realize you could have achieved the same level of progress by having that same conversation with a brick wall.

 

[Dude]

Well said. We live in an age of SERVE ME. Read the damn manual. It's FILLED with information, that's why it's an owners manual. Yep it's frustrating when you have vehicle problems. My daughter had a VW. Problems. My son has a dodge. Major electrical, harness problem. Knock on wood, every Ford I've owned...consumable issues only. Tires, oil, etc. I feel for dealers and techs sometimes.??

My niece had a new VW with the electrical and harness problems. I found out it’s a class action lawsuit in the US and VW fixes the issues but it’s not a class action lawsuit in Cañada (at least at the time earlier this year). She had already given her Canadian dealership several attempts to fix the issues but they could not and the vehicle was dangerous to drive for her and her children. I read her owners manual and wrote letters as described. Just a few weeks later her dealership took back the car and provided her choices. She’s in a new car now but didn’t choose another VW.

 

[13MikeH]

My niece had a new VW with the electrical and harness problems. I found out it’s a class action lawsuit in the US and VW fixes the issues but it’s not a class action lawsuit in Cañada (at least at the time earlier this year). She had already given her Canadian dealership several attempts to fix the issues but they could not and the vehicle was dangerous to drive for her and her children. I read her owners manual and wrote letters as described. Just a few weeks later her dealership took back the car and provided her choices. She’s in a new car now but didn’t choose another VW.

My daughter had a 2003. Ran like a VW for a long time. But...every car has its weakness. Glad you're was resolved sto your satisfaction.

 

[Arcee]

Interestingly enough, the only major issues I have ever had with vehicles have been Fords. I had a 2000 Explorer with a very pronounced slap/clunk sound over bumps and dips in the road. The first two trips to the dealer didn't result in any fixes (despite things being removed/replaced/tightened, etc.). The 3rd trip back, things started to happen. The dealer provided me a free loaner car. They called Ford, and a field engineer was dispatched to the dealership. The engineer determined that my Explorer wasn't welded correctly at the factory, and the bottom of the B-pillar on the driver's side was striking the frame when going over bumps and dips in the road. The engineer told the dealer's body shop how to fix the issue, and they got it resolved. That 3rd visit the Explorer was at the dealer for 17 straight days...but they ultimately got it fixed.

A few months later that same Explorer started having recurring brake problems. A caliper seized and was replaced under warranty. 1,000 miles later, the replacement caliper on the same wheel seized again. The dealer replaced it under warranty again, but told me that would be the last warranty replacement for calipers on my Explorer; if it happened again it was on my bill [on an Explorer with only 18,000 miles on it at the time.] Low and behold, a few months later the Explorer started showing symptoms of brake problems yet again. I traded the Explorer in for a Ford Focus hatchback.

The Focus started making a constant creaking sound around the door frames. I went to the dealer, and they couldn't figure it out. They heard it, but were stumped. They started removing and replacing interior panels, etc. They finally determined the creaking to be flexing of the unibody, and said there was literally nothing they could do about it. I ended up "fixing" the issue myself by installing a layer of sound deadening material in the upper door frames. This absorbed the sound created when the body would flex and cause the top of the doors to rub/vibrate in the frame.

The first cold snap of winter hit, and the car would literally stall in stop and go traffic in below freezing temperatures. It was also an absolute nightmare to drive in snow. I lived with it as long as I could and ended up getting rid of it after only 14 months or so.

I never called Ford Corporate about any of this. I just remained polite and persistent with the dealer while they worked through the issues on the vehicles. They don't want to keep seeing the same vehicles in for the same problems over and over. Sometimes it just takes a really long time to sort things out. I called a lemon law attorney at one point about the Explorer, and even he told me to do my best to work it out directly with the dealer. He said he would take the case if the 3rd visit hadn't resolved the issues, but he advised to just be patient and polite with the dealer.

It has been over 20 years since I owned a Ford, but both the Bronco Sport and the current Explorer are on my radar for my next vehicle. Am I hesitant about another Ford? Sure. But I also have friends, family, and neighbors that have had Fords for years with no issues at all. Maybe my first 2 were just unlucky, and third time would be the charm.

 

[Dude]

…
It has been over 20 years since I owned a Ford …

wow @Arcee I owned a Mustang and 2 Ford Explorer’s which those explorers had their share of mechanical issues, also a 20 year gap for me .. I bought a ‘22 BS Badlands. My 2016 Subaru Forester 2.0XT Touring was not all that reliable (2 CVT Transmissions replaced, class action lawsuit for the batteries, and a variety of engine sensors) but the 2.0L in the Subaru and the 2.0L in the Badlands were very similar in power and torque. The Badlands is a great vehicle for me!

that Ford dealership telling you “last warranty replacement for calipers on that Explorer; if it happened again it was on my bill [with only 18,000 miles on it at the time]” is a scare tactic and I would have reported that person to the dealership management and if necessary to Ford corporate. A vehicle under warranty is under warranty period until a different and acceptable solution is worked out.

 

[Arcee]

wow @Arcee I owned a Mustang and 2 Ford Explorer’s which those explorers had their share of mechanical issues, also a 20 year gap for me .. I bought a ‘22 BS Badlands. My 2016 Subaru Forester 2.0XT Touring was not all that reliable (2 CVT Transmissions replaced, class action lawsuit for the batteries, and a variety of engine sensors) but the 2.0L in the Subaru and the 2.0L in the Badlands were very similar in power and torque. The Badlands is a great vehicle for me!

that Ford dealership telling you “last warranty replacement for calipers on that Explorer; if it happened again it was on my bill [with only 18,000 miles on it at the time]” is a scare tactic and I would have reported that person to the dealership management and if necessary to Ford corporate. A vehicle under warranty is under warranty period until a different and acceptable solution is worked out.

I agree that the dealer telling me the calipers wouldn't be covered any longer was just some sort of empty warning. The pads and rotors were fine, so the issue was related to the caliper which isn't exactly a "wear item". The failure of the original was probably a fluke, but the failure of the replacement on the same wheel was most likely a workmanship/installation issue by the dealer.

The same dealer has serviced other Fords in our family for almost 20 years now and has been very reasonable and honest (sometimes not even charging for brake condition checks, or a quick look at the underside due to a strange noise or possible leak or something.)

 

[Hot Rod Mike]

Stop whining and buy something else

 

[Winds of Change]

Look around they do not care period.

 

[MJE]

Wow sorry to hear of OP’s and others’ issues not being resolved, or perhaps not enough of an attempt at resolution. I’m probably fortunate as Fords have been some of the most solid vehicles I’ve ever owned. Plus when things haven’t been right, I’ve had a great dealer to work with. Getting older & having more patience on my part has certainly helped, but I can definitely see your dealer making or breaking the experience. I hope everyone can get satisfactory resolution in one way or another.

 

[Dantanman]

Dear @Ford Motor Company ,

I'd like to express my profound disappointment with the quality of customer service I have received from your social media team on this site. Despite your persistent requests for me to DM my VIN and dealer information, the outcome has been nothing short of frustrating and disheartening. Each time, I am eventually directed to a 3rd party call center representative who lacks any official affiliation with Ford. These representatives seem to be mindlessly reading from a script, devoid of any genuine interest in providing real solutions or possessing the fundamental knowledge required for addressing vehicle maintenance and repair concerns. The generic "Buyback Request Template" they offer is a clear indication of their apathy and indifference.

It difficult to believe that Ford would even entertain the idea of considering a vehicle buyback in such circumstances. Regardless, when I dared to inquire about the possibility of Ford covering the associated expenses tied to acquiring a new vehicle, I was met with silence. Such a dismissive response is both insulting and unacceptable.

I expect better treatment and prompt action. Instead of the futile and pointless DMs, I expect a PUBLIC response from your company, outlining a concrete way to connect with a genuine Ford Motor Company employee—one who possesses a thorough understanding of the issues at hand and possesses the authority to implement a viable solution. My patience is wearing thin, and I refuse to tolerate this level of negligence from a company as "reputable" as Ford.

Transparency and accountability are not mere buzzwords; they are the minimum standards that customers like me deserve. I urge you to rectify this situation immediately and show a genuine commitment to customer satisfaction. Your failure to address these matter promptly will not go unnoticed, as I will share my experiences with others, including fellow Bronco Sport owners, who may be facing similar issues.

I expect a satisfactory resolution to my concerns, trust that you will take this matter seriously and work diligently to restore my faith in Ford's dedication to its customers. At this stage, I must confess that it is difficult for me to ever consider purchasing another Ford vehicle again in the future. This experience has severely damaged my trust in the brand.

Respectfully,
Hal

As a former Ford dealer (recently sold the business) I cannot tell you how many times I had to step up and rectify manufacturers & warranty issues. I usually, unsuccessfully applied for assistance from Ford afterwards. In a town of 5000 people our reputation was everything. All dealers have policy & goodwill processes. Getting them to part with that money depends solely on either the managers and sometimes the owners. I didn't hide in an office either. The proliferation of massive dealer groups with central head offices does not bode well for personal customer service in my opinion.

Best of luck,

Dan.

 

[DadofTim]

I'm Afraid I Can't Do That, Dave. - HAL in "2001"

 

[wireman]

Dear @Ford Motor Company ,

I'd like to express my profound disappointment with the quality of customer service I have received from your social media team on this site. Despite your persistent requests for me to DM my VIN and dealer information, the outcome has been nothing short of frustrating and disheartening. Each time, I am eventually directed to a 3rd party call center representative who lacks any official affiliation with Ford. These representatives seem to be mindlessly reading from a script, devoid of any genuine interest in providing real solutions or possessing the fundamental knowledge required for addressing vehicle maintenance and repair concerns. The generic "Buyback Request Template" they offer is a clear indication of their apathy and indifference.

It difficult to believe that Ford would even entertain the idea of considering a vehicle buyback in such circumstances. Regardless, when I dared to inquire about the possibility of Ford covering the associated expenses tied to acquiring a new vehicle, I was met with silence. Such a dismissive response is both insulting and unacceptable.

I expect better treatment and prompt action. Instead of the futile and pointless DMs, I expect a PUBLIC response from your company, outlining a concrete way to connect with a genuine Ford Motor Company employee—one who possesses a thorough understanding of the issues at hand and possesses the authority to implement a viable solution. My patience is wearing thin, and I refuse to tolerate this level of negligence from a company as "reputable" as Ford.

Transparency and accountability are not mere buzzwords; they are the minimum standards that customers like me deserve. I urge you to rectify this situation immediately and show a genuine commitment to customer satisfaction. Your failure to address these matter promptly will not go unnoticed, as I will share my experiences with others, including fellow Bronco Sport owners, who may be facing similar issues.

I expect a satisfactory resolution to my concerns, trust that you will take this matter seriously and work diligently to restore my faith in Ford's dedication to its customers. At this stage, I must confess that it is difficult for me to ever consider purchasing another Ford vehicle again in the future. This experience has severely damaged my trust in the brand.

Respectfully,
Hal

I also tried calling the number they provided and as usual, it went over seas and you can guess where that was. With my hard hearing it was a challenge to make my case and follow their instructions. Is this the best Ford can do?

Those reps have no automotive understanding at all. Fix this issue Ford.

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