Dealership experience - How was yours?

[MellowJohnny]

This dealership don't know even the difference between kWh and kW.


I have been having a similar issues for over than a year, but in my case, L2 charging does not go over than 10~12A and if tries to go above, the charging session just keeps resetting.

Took my car to the dealership that started this thread here in BC and they simply returned the car to me saying it was fixed but the problem persists.

Most likely they cheaped out while installing their chargers and their L2 chargers are only 3kW. They also don't have any test benches for properly testing the car charging or are simply to unwilling to do it so.

What a joke of a dealership and technicians!

If you can't test it, you can't fix it.

Sponsored

 

[AngryMan]

I have asked them not to clean. I prefer to do it myself.

IF you as a dealer are gonna wash my car at least do it correctly . I didn't take the time and effort to keep the car in showroom condition just to have a minimum wage kid in the detail bay put millions of swirl marks in the paint.
Traded in a 2014 Challenger on my 21 Select ...ZERO swirls.
Traded in the 21 Select on my new GT....ZERO swirls

 

[KeyWestEViking]

Sooooo....all told, fail.

Buying experience was decent, but I knew more than the sales guy did, which was almost par for the course. Where they really excelled was stepping up to the plate with Ford Canada when my original order was damaged in transit - CAD$20k worth of damage. Details here.

Since then service has been a bit of a joke - from a service advisor reviewing my "oil change" when I brought her in for the 15k EV service to my original dealership outright refusing to try and troubleshoot a L2 charging issue. You can read all about that one here. Gave me every excuse from "it's your wiring" to "it's your charger" to "there's no standards, it could be anything". Total joke.

Second dealership was not much better, but sort of tried. Ultimately they did not have an L2 charger powerful enough to reproduce what I was seeing (L2 fails at anything over 32A) and blamed it on an OTA from four months prior, even though the issue had just started. At least they gave me a Lightning loaner for a few days.

I'm still waiting for a dealership to actually be able to diagnose the issue and have the right equipment to test.

So overall, still unimpressed. I honestly think they have no idea where to even start. I'll try yet another dealership recommended by a YouTuber so we'll see.

Thanks for your feedback. I'm sorry you had to go through that. Hopefully third time is the charm and they can troubleshoot your issue. Hopefully more and more techs are able to take the time to do training and learn more able the vehicle, and fixing them

 

[azerik]

My dealer experiances?
Comedy of Errors.

 

[KeyWestEViking]

I went with my dealership because it had staff bring a couple EVs to a local drive electric week event, on a day off. They know and are happy to sell EVs, while the nearest dealership clearly was reluctant, and actually doesn't sell them anymore.

Thank you for your feedback. We have a few in our area as well that are reluctant to sell and service them. Hopefully, with time, that changes

 

[KeyWestEViking]

This is a really interesting question. Specifically there is the issue of the service experience for EVs, and then there is the issue of the service experience generally. My last car was a Volvo (which is now my daughter’s). The reality is that over the last three years the Service experience at Volvo has been absolute torture. So I think it is an industry wide problem. I believe that having service centers is very important, and I also want to continue to support the existing car companies. They just need to learn how to change. It sounds like your dealership is on the right track. I only hope you can influence others to do the same .

Thanks for the feedback. I have seen this as well. Among all OEM's not just Ford or EV. Some of our customers come to us because they were tired of dealing with a subpar service center. Not saying we are perfect either, but we do what we can and strive for a decent, if not pleasant experience. We are also trying to influence other dealers to follow suit and at least give EV a chance

 

[KeyWestEViking]

My first Mach E purchase (April 2021) was ok. I taught the salesperson everything about the car, and he made the experience easy (and I got the X Plan pricing). All documents were signed electronically, and I just showed up at the dealership to get the key and drive away.

My second Mach E purchase (September 2023) was ok. We had the car identified on an incoming train, and he reserved it for me for pickup the following week when it arrived. The salesperson was better prepared with the user interface and helped my wife set up her preferences. The guy selling the add-ons and insurance was a bit surly (because I didn't purchase any of it), and he made a few comments about EVs being fire hazards and unreliable. I just chuckled and made my way towards the exit with my new keys.

In both cases, I was treated well (at least by the salesperson), and the transactions were quick. If I learned anything, it proved that the dealership model is antiquated and should go the way of the dinosaurs.

Thanks for the feedback. We have a few out of town buyers who do the same, especially if it is there second vehicle (EV or ICE) If it's their first EV, we always recommend a test drive to get used to the power and one pedal modes. However, I do agree that the system needs an update at least, especially if you are buying your second EV

 

[KeyWestEViking]

My dealer experiances?
Comedy of Errors.

Thanks for the feedback. Is there a certain part of it that stood out more than the others? Hopefully you're enjoying your vehicle nonetheless and future visits (if any) to them are better

 

[Clinton_B]

For what it is worth, here is a quick recount of my experience. I picked up my new 2023 GTPE 2 weeks ago. Admittedly, I was low on the EV learning curve. During the sale I asked the salesman to confirm that I could charge on a 110/120 v outlet, although it would be slow. He said he had to check. I now realize that is very basic information that he should have known. With that experience it was no surprise that he knew nothing about the vehicle when it came time for delivery. I get that there is a lot to learn with any new vehicle and people are going to forget a lot of what they are shown. Where are the Ford resources? As for EVs, these potential sales should go to sales staff that have undergone specific training and demonstrate competency. I rated the dealership low on Ford's survey. The same day I completed the survey the salesman called to see how I was doing with the new car. I was pleasantly surprised. Long story short-ish, he said he called me because I gave him a poor rating. WTF! That seemed highly inappropriate.

 

[KeyWestEViking]

My experience has been quite good. I know more about the Mache than the salesman, but I also read the owners manual several times before talking with them. The salesperson did not pretend that he knew all about the car. Ordering was good and the delivery was also good.
I've only had to service calls. 10k they picked the car up and delivered it back total cost $35.00. And there was a module update they did in my driveway at no cost.

I'll be going back to them again.

Thanks for the feedback. We have also been working on getting our mobile service up and running as it has been very handy for many customers. We also do the pick up an drop off service (for both ICE and EV) and the convenience has been great for many. Glad to hear you've had such a good experience!

 

[KeyWestEViking]

Crossroads Ford Apex NC, suburb of Raleigh, was and continues to a great EV dealership. Sales was good and continues to call to see how I'm doing. Service did my HVB replacement overnight with no issues. Ordered a 2021 Premium AWD and got a 2022, 9 months later.

Thanks for the feedback. I'm glad to hear they keep following up with you. Our team does that same and it's helped a lot of guests feel confident about their vehicle. Glad to hear you got a newer model as well, did they honour the sales price of the vehicle when it was ordered?

 

[KeyWestEViking]

Before I went to the dealer for a test drive I did my homework. I knew I wanted to buy a Mach-E and maybe a Lightning, because I was coming out of a 4Runner. I wanted a dealer that's EV Certified, with pick up/delivery and mobile service. I wanted the Premium Care Plus EV plan. Fortunately I found that dealer in my town.

I had a good experience with the salesman who is very knowledgeable about EVs and he's 75 years old. He said he doesn't drive an EV because he only works part time and doesn't drive much at his age. I also had a good experience with the sales manager, who drives a Lightning, and the F&I person. The sales manager wouldn't offer as much as I wanted for the 4Runner and the salesman suggested Carvanna. I sold it to them and had a good experience with Carvanna. I meticulously maintained the 4Runner and they offered $4k more than the dealer. Sales manager ran the numbers for me on both the 0% APR financing and a lease.

I wasn't pushed one way or the other buying the Mach-E versus Lightning, though they were anxious to move the 2023 Mach-Es off the lot and subtracted $500 more plus the $3000 discount. F&I initially gave me a quote on a third party extended plan, to which I said no thanks, I don't want to deal with one owned by an insurance company. Plus I had a A-Plan code that gave me a discount on MSRP, dealer prep and the premium care.

The only "pack" the dealer did was to put on a racing stripe, which was not on the car in their website ad. Not saying I don't like it, but I would have chosen differently. I haven't been back for service yet, so I can only hope they will be good. They didn't update the inspection from 8/23 before I took delivery last month. No big deal in the end. I didn't ask for it up front, but I think they should have done it. There was some confusion about the license plates. I wanted to reuse my old ones but they got a new plate for me and now I have to take them to DMV to deal with that. Overall it was a good experience.

Thanks for the feedback. Sounds like your dealer was accommodating. I've seen far too many that are pushing guests to buy a vehicle they're not looking for to get them off the lot. Glad to hear you had a pleasant experience and I hope your service center is as easy to deal with!

 

[azerik]

There's a LOT of disconnect from Ford to the dealer vice versa. The list is long and painful and most of it can not be solved or changed. Some of it is the dealerships fault for tech turn over, also my service advisor quit in the middle of my month long visit for what should have been 2 weeks. I'd like to make a list but it's just depressing to rethink about the number of times I was let down. In the end things got handled, but not without some work, and stress on each side.

One thing that annoyed the crap out of me with both dealers I've worked with was the requirement to opt into text messages about the progress of my vehicle before, during and after my service(s).
Finally opt in because I think, hey I can reach them and they can reach me.
However most of that was to gain a lead to let me know about other service opportunities.
The kicker being though, they never sent a text about my vehicle. Even when I 'just text this number to find out about your vehicle' no one ever responded, ever. In the end of 3 service appointments I ended up with about 7 different numbers that sent texts, none of which responded.

 

[markboris]

My dealership experience is great because it is usually very minimal.

The last 8 cars I have purchased ('02 F-150, '07 F-150, '11 Ranger, '14 Escape, 16' Focus RS, '20 GT500, '21 Mach-E Premium, '21 Mach-E GTPE) from the same dealer (North Bay Ford in Santa Cruz) and salesperson (Bobbie Robinson). All but the Mach-E's, I call up Bobbie and told her what I want and she factory orders it. Prior to the vehicle coming in, she sends me the paperwork through DocuSign and I send her a check for whatever arrangements I have decided on. I walk into the dealership, we chat for about 10 min (catch up with personal stuff) she hands me the key fob and I drive away. If I'm there for more than 20 min, there's a problem. The Mach-E's I ordered online and chose my dealer and Bobbie took care of everything the same way.

I mentioned if I'm there more than 20 min there's a problem.... My first Mach-E ('21 Premium) I went to pick up in February of '21 so it was one of the first ones they had gotten in. While I was talking with Bobbie, one of the service techs came in to her office and told us that some customer picking up a car side swiped my new car. Bobbie came unglued and ran out and had a few words with the person. The damage was basically a slight dent in the left rear door, a few scrapes and damaged the left rear wheel fender moulding. The dealer wanted to fix the car for me but I told them no, I am taking the car and fixing it myself through my people I use and they agreed. I had it fixed for around $700, sent them the bill and they paid it.

As far as service goes, I repair all my own cars unless it's a major issue and is under warranty. In that case, there is only one place I would take my vehicles for any repairs and that is Serramonte Ford. Jason Lakey (Service and Parts Director) is a personal friend of mine and I know my vehicles will be well taken care of.

 

[cgpanama]

Good timing for me, as I am two weeks out from my purchase…

Considering a new purchase coming off 6 years in a Tesla Model 3, I was comfortable with the EV experience and knew the trade offs I would be getting outside of the Tesla ecosystem. Living 2.5 hours from the nearest service center when it started to be needy was untenable so knew if I jumped it would be to a dealer (one of the best things of the Tesla buying experience was no dealers)

Shopped and test drove all of the EVs at dealers near my office. The Ford dealer test drive went well, but was instantly pushing for a sale even though I told him I was just starting the process (and strangely kept asking if I had tried the Ioniq and what did I think of it). There were Multiple questions he didn’t know the answer for (I often googled the answer on my phone while he went to find someone on the sales team who knew). I walked out with an informal price, incentives and trade in. After going home and deciding the 2023 Mach E I drove was what I wanted I called and asked for a formal quote. It came back with a 9K difference. Not to mentioned he listed the federal rebate, even though I had already discovered I missed that window. When I pushed for explanation I got BS. Buh-bye.

It actually turned out to be good luck. I went to the dealer closer to home. Best dealer experience: knowledgeable, honest, low pressure. And best of all, as I walked towards the row of Mach Es, I became the distracted boyfriend meme when the 2024 Green Eruption came into view. Standard, but with the important features I wanted added in. Lost some incentives, but offset by going down trim from the premium.

No service experience yet. But within a weekend had the worst and best dealer experience in my many car buying years.

Sponsored