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Most users of this Forum have seen the @Ford Motor Company ‘user’ (Ford’s ‘Social Media Team’) or have had a reason to interact with them.
You may also have seen or used the phone number for the Ford call center representative.
And some owners in this Forum have expressed the wish that they could connect with a genuine Ford Motor Company employee to resolve the issues they have with their Ford.
Do you know the roles and responsibilities of each of the above? Do you know what they can and cannot do to help you with issues when your multiple attempts at Ford dealership(s) have not resolved the issues you are having?
Let’s explore each of the following. Disclaimer: Keep in mind this post is my knowledge and opinions. While some of the info comes from the vehicle Owners Manual, some info comes from interactions with all of the following and some comes from my personal experience as a vehicle engineer for one of the US auto manufacturers, the statements in this post reflect my opinions and may not necessarily fully represent factual information.
1. Ford’s ‘Social Media Team’ on this Forum
2. Ford Customer Service call center representative ( +1 (866) 436-7332 )
And: You can call Ford Customer Service and ask for their direct email that someone responds to and doesn’t just let emails pile up unread
+1 (866) 436-7332
3. Connecting 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. In general and based on my personal experience as a vehicle engineer, that is unlikely so nothing further will be said on that topic is this post. What you can do is ask for the phone number for the Ford regional service manager and contact this person when necessary.
a) The @Ford Motor Company ‘Social Media Team’ can be extremely helpful to you after you learn what their role is and how best to use them. I will point out first and foremost that since their role is not well documented, how can anyone assume what that team does or 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.
b) The Customer Service 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 5 pages I added below is a subset, reading this section is imperative. The dealership is listed first and Ford’s contact numbers are provided for assistance. Also the escalation process is provided including information regarding the BBB Auto Line.
Note: These 5 pages from the Owners Manual are representative and might be different in the country your vehicle was purchased in or may have been updated by Ford.
I do not believe this Owners Manual Section mentions the ‘Social Media Team’ as that is not an official channel.
I have found the ‘Social Media Team’ to be very helpful. As is Ford Customer Service if you don’t want to message the ‘Social Media Team’. Both teams will ask the same types of questions (VIN #, your dealership, etc.) and if needed will open a ticket for you. These teams essentially will be the go-between you, the dealership service department and if needed other Ford specialists (those you generally cannot contact on your own) until your problems are resolved. The dealership service department owns the primary responsibility for warranty and other repairs you agree to. When it is necessary, the ‘Social Media Team’ and Ford Customer Service can escalate the issue when a dealership(s) does not resolve an issue.
As already mentioned, you can contact the Ford regional service manager for your area and interact with this person when necessary (after your dealership(s) are unable to resolve the vehicle issues you are having).
If you interact with the ‘Social Media Team’ and Ford Customer Service, it is on you 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.
And follow the steps in the Customer Assistance section of your Owner’s Manual when your issue is not getting resolved.
You may also have seen or used the phone number for the Ford call center representative.
And some owners in this Forum have expressed the wish that they could connect with a genuine Ford Motor Company employee to resolve the issues they have with their Ford.
Do you know the roles and responsibilities of each of the above? Do you know what they can and cannot do to help you with issues when your multiple attempts at Ford dealership(s) have not resolved the issues you are having?
Let’s explore each of the following. Disclaimer: Keep in mind this post is my knowledge and opinions. While some of the info comes from the vehicle Owners Manual, some info comes from interactions with all of the following and some comes from my personal experience as a vehicle engineer for one of the US auto manufacturers, the statements in this post reflect my opinions and may not necessarily fully represent factual information.
1. Ford’s ‘Social Media Team’ on this Forum
2. Ford Customer Service call center representative ( +1 (866) 436-7332 )
And: You can call Ford Customer Service and ask for their direct email that someone responds to and doesn’t just let emails pile up unread
+1 (866) 436-7332
3. Connecting 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. In general and based on my personal experience as a vehicle engineer, that is unlikely so nothing further will be said on that topic is this post. What you can do is ask for the phone number for the Ford regional service manager and contact this person when necessary.
a) The @Ford Motor Company ‘Social Media Team’ can be extremely helpful to you after you learn what their role is and how best to use them. I will point out first and foremost that since their role is not well documented, how can anyone assume what that team does or 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.
b) The Customer Service 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 5 pages I added below is a subset, reading this section is imperative. The dealership is listed first and Ford’s contact numbers are provided for assistance. Also the escalation process is provided including information regarding the BBB Auto Line.
Note: These 5 pages from the Owners Manual are representative and might be different in the country your vehicle was purchased in or may have been updated by Ford.
I do not believe this Owners Manual Section mentions the ‘Social Media Team’ as that is not an official channel.
I have found the ‘Social Media Team’ to be very helpful. As is Ford Customer Service if you don’t want to message the ‘Social Media Team’. Both teams will ask the same types of questions (VIN #, your dealership, etc.) and if needed will open a ticket for you. These teams essentially will be the go-between you, the dealership service department and if needed other Ford specialists (those you generally cannot contact on your own) until your problems are resolved. The dealership service department owns the primary responsibility for warranty and other repairs you agree to. When it is necessary, the ‘Social Media Team’ and Ford Customer Service can escalate the issue when a dealership(s) does not resolve an issue.
As already mentioned, you can contact the Ford regional service manager for your area and interact with this person when necessary (after your dealership(s) are unable to resolve the vehicle issues you are having).
If you interact with the ‘Social Media Team’ and Ford Customer Service, it is on you 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.
And follow the steps in the Customer Assistance section of your Owner’s Manual when your issue is not getting resolved.
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