2017 letter from Ford

[RickMachE]

I've mentioned this letter from Ford, sent to dealers in January 2017, that was intended to reduce the recommendations for bullcrap services. Well some doesn't apply to an EV, the core message does. Feel free to print the PDF and throw it in any dealer's face.

Here is the text (with a PDF attached):

January 2017

To: All Ford and Lincoln Dealers, Service Managers and Parts Managers

Subject: Ford Motor Company Position on Scheduled Maintenance Business

A world-class customer service experience is fundamental to the success of Ford and Lincoln Dealerships and Ford Motor Company. As we jointly pursue a leadership position in customer retention, a primary goal at FCSD is to provide your team with the products and services necessary to continuously enhance the customer service experience that you deliver.

Dealerships that consistently deliver prompt, competitive, high-value service will be one step closer to enjoying the benefits of lifetime customers. Top performing dealerships attain a profitable fixed operations business by offering a quality customer service experience using Ford scheduled maintenance procedures. Ford Motor Company does not support the sale of unnecessary services, including dealership repair services that significantly deviate from our recommended maintenance guide, service intervals or shop manual procedures.

MAINTENANCE INTERVALS

Promoting maintenance intervals that significantly deviate from those published in the Scheduled Maintenance Guide are unnecessary and may damage credibility and result in lost customers.

· Ford Motor Company recommends specific maintenance intervals for various parts and component systems based on extensive engineering and testing.

· Ford relies on this testing to determine the most appropriate mileage for replacement of oils and fluids needed to protect the vehicle at the lowest overall cost of ownership to the customer.

· Reducing maintenance intervals does not improve vehicle durability.

AFTERMARKET OIL & FILTERS

Improvements in engine and lubricant technology have led to increased recommended oil change intervals. Dealerships should use Motorcraft® Oil & Oil Filters, which are approved by Ford Engineering to ensure optimal performance:

· Motorcraft Premium Synthetic Blend Motor Oil is manufactured with high viscosity synthetic base oils and specifically designed performance additives to ensure optimal performance over the entire oil change interval.

· Motorcraft Oil Filters use superior seals, pressure relief valves, anti-drain back valves, polyester and cellulose media with the capacity to handle today’s extended drain intervals.

· Aftermarket oil and oil filters are not recommended by Ford Motor Company.

Ford & Lincoln customers purchasing “The WORKS” package expect to receive Motorcraft Oil & Oil Filters. Those dealerships not using Motorcraft Oil & Oil Filters are not eligible to participate in “The WORKS” nationally advertised offers and consumer rebates.

CHEMICALS AND ADDITITVES

Ford Motor Company recommends against the use of all chemicals, treatments or additive products not identified in the owner guide or unless specifically recommended in publications such as Technical Service Bulletins. Only approved chemicals, when used as instructed, are compatible with a vehicle's components and systems.

SYSTEM FLUSHES

The following should be understood related to the topic of engine, transmission, steering, brakes and fuel system fluid flushing services:

· Demonstrating to a customer that specific fluids should be changed because of a change in their color is a misleading practice. Darkening of many fluids is normal in most cases.

· If flushing is required in conjunction with a transmission component repair, the dealership should flush the transmission with only the recommended transmission fluid. Use of chemical transmission flushes can damage the vehicle's transmission.

· Utilizing fluid exchange equipment is acceptable as long as Ford approved fluids are used.

· Fuel injection system flushing is not considered scheduled maintenance by Ford Motor Company. Should the fuel injection system require cleaning to resolve a specific condition, chemicals meeting Ford requirements are recommended, such as Motorcraft Premium Fuel Injector Cleaner, Motorcraft Pressurized Injector Cleaner or Motorcraft Power Flush Injector Fluid.

· Engine oil system flushing is not a Ford Motor Company approved maintenance procedure and is considered an unnecessary expense to your customers. Use of chemical/crankcase flushes can damage the vehicle's engine.

To assist you in growing your needed customer-paid sales, Ford has established very competitive pricing on key maintenance and wear parts; including brakes, batteries, tires, filters, as well as many other products. Additionally, we have worked collaboratively with Dealer Council, PSMAC and the Dealer Advertising Associations to deploy and continually enhance significant Tier I, II and III service marketing initiatives.

Customer satisfaction, loyalty and retention are more important than ever in today's business environment. Selling high-quality Ford and Motorcraft products builds customer loyalty to your dealership and reinforces the brand promise implied by your Ford or Lincoln franchise. The entire Ford Team stands ready to help you achieve your consumer experience and dealership profit goals!

Sponsored

 

[PupSideDown]

The fact that car dealers benefit from state laws that enforce their 'middleman-price-markup-without-added-value' business model is another example of consumer rip offs with no recourse. Anyone appealing to elected officials, who doesn't have the requisite suitcase full of money, understands what a waste of time that is. So unless Ford Corporate wants to hire lobbyists (who do have suitcases full of money), to repeal these laws, consumers are stuck with the ripoff. In my experience, stern letters are not particularly effective.