Open Letter to Ford Service and Parts Back order over a month

[leeman]

Dear, Ford


I just wanted to say my overall experience with communicating with Ford representatives from Ford corporate etc. has been less than satisfactory is let me believe that the ford motor company is falling apart in many ways and can no longer handle the products that it is selling and could no longer be serviced properly nor get parts four through normal channels.

I can tell you that the ford representatives, the only thing they wanna do is talk to the dealer to find out what's going on and have no interest in solving anybody's issues.

In other words, they have these people who talk to you but they have no power to do anything other than calling the dealer and find out what's going on which is insane. I went down a rabbit hole here and I know it but at the same time, I find that trust is very important and I've lost trust in the brand.


The people that work at Ford including some of the folks at your dealership are concerning me as far as how my vehicles are being treated and how things are progressing and communications work

I get things are crazy right now but that doesn't mean that you give people vague answers and pass them off week after week telling them one thing or another to get them to go away. The reason for this is multiple parts that are needed to fix to four vehicles one being my MME GT . When parts are more than a month out or on back order that's just not fair to the consumer. Trying to get some headlights replaced for my car and they say it's a month before I can get them and no one's paying for my rental car so thanks Ford.

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[Kevin P]

That is a lot of drama. Good luck to you

 

[idkhow]

Sorry for your trouble. I hear stories like this and it makes sense why I can't get my NJ-based dealer to schedule maintenance or recall service. I still have yet to find a place to get my Ford worked on, and I've since gotten a recall reminder letter.

I remember telling my Tesla owning boss how I'd never be in the exact situation with the Mach-E I'm currently in, due to the Ford dealerships, and not relying on mobile maintenance. He's since got someone to swap out a part in our work's parking lot while I can't find a dealer to handle the windshield maintenance.

You are not alone. I just hope I can ride this lease out without the roof flying off. It's already had loud buffeting once, but I can't get an appointment.

 

[leeman]

That is a lot of drama. Good luck to you

Yes it is and I apologize for the drama.

 

[Kamuelaflyer]

Long on rhetoric, short on details. Also posting here don’t do a thing. You want to get someone’s attention? Email the customer experience executives at Ford.

https://www.elliott.org/company-contacts/ford/

 

[Jimrpa]

Usually, you get better results writing senior leaders when your notes are very specific, to the point, describing the exact service failure(s) and, if it makes sense, what actions you’d like taken to have them resolved. Just a general “your company really sucks and didn’t fix my car and left it dirty” is going to, at best, get you a canned response.

 

[leeman]

Usually, you get better results writing senior leaders when your notes are very specific, to the point, describing the exact service failure(s) and, if it makes sense, what actions you’d like taken to have them resolved. Just a general “your company really sucks and didn’t fix my car and left it dirty” is going to, at best, get you a canned response.

Yes I have tried those methods I've been patient for weeks getting to the point and give them exactly the issues at hand unfortunately it fell on deaf ears I've written over 20 letters talk to the dealer and talk to their customer service department multiple times only to be put on hold and then automatically put into a survey granted I was civil and to the point I was courteous and professional. Unfortunately I did not receive the same treatment they just didn't want to hear there was any issues and the only thing they wanted to do was call the dealer and explain to them that I've been working with the dealer and that they are saying that Ford has dropped the ball so it becomes a circular conversation.

 

[Neil4Real]

I mean, every manufacturer is backordered on parts. I'm not quite sure what response you're expecting. I think at this point, all customer service reps are probably just over the fact they have no answers for questions people want answers to. This is literally ACROSS THE BOARD. Shoot, my friend is trying to get a headlight for his Tesla, he ordered it 3 months ago and still has no ETA. He tries to call their customer service and gets no where, its just a shitty time to need absolutely anything.

 

[Kevin P]

Very true. Parts are low availability for all kinds of things. You would have a hard time getting a new stove for your home, based on a neighbor's recent experience. Weird times.

 

[JohnnyForensic]

Yup…apparently my car being in the body shop for five weeks was due to the last three weeks of waiting for the “left side tailgate power cable” to come in on backorder. Supposedly is arriving today, but I’ve heard that a few times before.

 

[one5460]

Long on rhetoric, short on details. Also posting here don’t do a thing. You want to get someone’s attention? Email the customer experience executives at Ford.

https://www.elliott.org/company-contacts/ford/

Nothing beats social media IMO. Someone on this very forum had a higher level Ford exec call him because of a post made here. Sure, sending direct email may have positive effect as well, but they hate when everyone else (potential buyers) have to read about it too.

 

[Mach1E]

Nothing beats social media IMO. Someone on this very forum had a higher level Ford exec call him because of a post made here. Sure, sending direct email may have positive effect as well, but they hate when everyone else (potential buyers) have to read about it too.

True. But like he said, “short on details.”

Exactly what fixable problem is he wanting Ford to fix? Parts on back order? Not sure there is a fix for that during the pandemic. They can’t even get enough parts to build cars let alone repair them.

No rental car? Call your insurance company to see if you have rental coverage. The rats eating your wires are an insurance claim, not a warranty (Ford) issue.

 

[one5460]

True. But like he said, “short on details.”

Exactly what fixable problem is he wanting Ford to fix? Parts on back order? Not sure there is a fix for that during the pandemic. They can’t even get enough parts to build cars let alone repair them.

No rental car? Call your insurance company to see if you have rental coverage. The rats eating your wires are an insurance claim, not a warranty (Ford) issue.

The main problem I see here is the lack of honest communication between Ford, the dealer and the customer. Let the customer know the facts rather than play the delay game.

In his last sentence, he did mention trying to get his headlights replaced which should be a warranty issue assuming they didn't suffer physical damage. [edit: he may have added these details after the original post]

 

[Mach1E]

The main problem I see here is the lack of honest communication between Ford, the dealer and the customer. Let the customer know the facts rather than play the delay game.

In his last sentence, he did mention trying to get his headlights replaced which should be a warranty issue assuming they didn't suffer physical damage. [edit: he may have added these details after the original post]

It’s from his other thread (rats ate my wiring harness).

It’s an insurance claim. The only involvement Ford will have will be selling the parts.

 

[one5460]

It’s from his other thread (rats ate my wiring harness).

It’s an insurance claim. The only involvement Ford will have will be selling the parts.

Ah ok, just read it. Yeah, there's not much that can be done but wait.

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