Dealer Apathy

[RickMachE]

Scheduled my HVBJB replacement, dealer ordered parts. Afternoon before I inquired, no answer, they're checking. Morning of, "nope, no parts". Been weeks, no word.

Sponsored

 

[MellowJohnny]

What were your impressions of the Lightning? I usually get a POS Ford Gas SUV as a Loaner!!

It was awesome. I'm not a truck guy and felt way out of my element, but it was great. My kids loved it (when I say kids I mean young adults - they both drive). Has tons of room, and now I understand why people who drive them tend to want everyone to get out of their way

I would never buy one because I'm just not a truck guy, and for me it was a bit impractical, but I liked it a lot.

 

[kdonnel]

Scheduled my HVBJB replacement, dealer ordered parts. Afternoon before I inquired, no answer, they're checking. Morning of, "nope, no parts". Been weeks, no word.

I am in the same boat.

At one point my recall said incomplete, remedy available or something like that so I went to a dealer and got the process started, meaning they placed an order for the part.

That was several weeks ago. Now my recall reads recall incomplete, remedy not yet available.

I don't think my replacement part is coming anytime soon.

 

[TRP]

Oh, did I mention that they wouldn't give me a loaner either. Total BS.

I did not need a loaner at this time so I didn't push the issue........in the future I intend to be a real thorn in their side

 

[TRP]

I can see that I'm not the only one that has this complaint. I'm also convinced it is across the dealer board regardless of brand. They just don't want to keep up with the technology or something, I dunno.

We've owned a couple of BMWs through the years and their service really spoiled me. These were ICE vehicles. I'm not convinced I would get the same level of attention with their new EV when it comes to service tho.

Someone mentioned being spoiled by Cadillac. I wonder if that will continue as GM brands EVs with the Caddy badge. I would hope so, but ?‍

Things may change in the next few years, we'll have to wait and see. As for me, if the dealer service department model does not improve drastically then I'm left with only a few options with a new EV. Tesla, Rivian or anyone else that sells direct and has dedicated service centers available. At least then I'll know that they have more than 1 certified EV tech on staff.

I'm not a tree hugging save the planet ev owner, I like the tech and the driving experience as well as the cost savings vs the gas pump. So, it's unlikely that I will purchase another ICE for me. It's just going to limit the brands I will consider if things don't change.

FORD are you listening

 

[Tampamike]

I live in the SF Bay Area, which is an EV hotbed. I had problems getting the dealer I took my car to for an HVBJB replacement to call me back (as in the service writer never called me back, no matter if I sent him a text, left a voicemail, left a phone message with the receptionist, or sent an email) when I asked for status. When I got fed up and went there physically, the response I got was: "Huh, your car was done yesterday." I don't think it's just being in a rural area that's the problem. I think that a lot of the service writers are lazy as heck. ??

Similar experience for me - nobody ever wants to take your phone call, no one ever responds to your messages and, if they do answer, “I’ll call you right back” is about 50/50.

 

[Mach1E]

I am aware that living in rural TN is a big part of my issue.

What’s next, you’re gonna complain you can’t find a decent Vietnamese restaurant, Boba tea and yoga studio? ?

I wish this was just a “you are in the countryside” issue. Unfortunately it seems nationwide with what you experienced.

 

[RickMachE]

The reality is this issue, apathy, exists across almost all businesses of any type. When demand (I need your business) exceeds supply (businesses), they can choose to not be responsive.

For dealers, they have to deal with information from Ford, which also is lacking. And they often are challenged with out of date info - I often know more than my dealership's Service Manager due to current posting of TBSs, CSPs, and recalls here. He has to read all of them across all vehicles they service, and run the department.

We're trying to get contractors to do some work, 6 months or so, the majority refuse to even respond. A painting estimator said he used to be a contractor, and he tells all his contractor buddies that he will never refer any of them to people because they all treat customers like crap.

We sought deck estimates. 5 or 6 companies. One took 2 months to show up, then said estimate would be another 2 months. One gave an estimate 60% above all others, then wanted to know why we didn't pick them "because they were close". One said we didn't need permit when we do, for a new railing, and they knew that.

Most businesses are awful at dealing with customers, especially when their workload goes on and on regardless. I leave crappy reviews on Google for them.

 

[stealthytolkien]

I have a different take / theory.

I don’t think SC can be blamed for any of this.

Why would SC care to staff EV techs when cities have MME you can count on your fingers? Be glad they have any!

Ford has actually managed to sabotage their own creation here. And if you’re buying the MME, yes, you’re signing up for potentially a poor experience with SCs. Thankfully there are many and not all of them are equally bad.

 

[Jtg]

Yep, same here. My GT is in for HVBJB recall. Called in Dec and they ordered the parts. They told me they would call when they arrived to schedule appt. 4 weeks later, I call them and by golly, parts are there. They have now had my car for 3+ weeks (they quoted 2-3 days) and it has not moved from their parking lot. I have continually contacted them about updates etc. and most of the time I get no response. Finally, I refused to get off the phone until they tracked down my adviser to find out that their EV tech has been working on a lightning that they can’t get back together. I was previously told that they have 1 lift that would accommodate the Mach E and it was not available. Like a lot of you, I have an old crappy Ford Escape with 70k miles on it, with bad brakes, as a loaner.

I have commincated with Ford directly and no help from them so far. They did refer me to their BEV group and will be calling them today.

Rodeo Ford in Goodyear AZ. A very Large Dealer in Phoenix Area.

 

[Jimmyd]

Just a bit of a vent...........................


Will there ever be a day when the service department at any given Ford dealer is up to speed on EV's? My latest experience says they have a long way to go. Dropped car off, no service writer available so a (I don't know what you call them....car jockey ?‍ )took my key fob and I told him what it was in for and to have the service writer call me when they were available so we could get on the same page. 2 days later I hear back from said service writer explaining that they had actually forgot that my car was an EV and that there was only 1 EV tech and they would get to my car as soon as possible and would follow up the next day. I asked about the charge cord lock repair and was told they would look into that as well. No call the next day. Finally got a call today at the end of business, after they have had car for 6 full days, saying they actually couldn't get the part from Ford yet for the HVBJB and I'd have to bring it back later.

When I made the appointment I was told they would have to order the part first so we made the appointment a few weeks out so they had time. I was told that they would call back if there was an issue getting the part. No call back, so I drop car off at assigned time and date.

Asked about the charge cord lock update and was told they would have to do that another time because the customer has to ask for it to be done first. What? I did that 3 days ago when we talked.

Sorry for the rant.......I'm sure you don't want to hear it, or have had a worse experience. At this point I think this will be the last EV I purchase from Ford. I love the car but the dealer/service experience has not been stellar, to say the least.

I'm coming up on 80k miles soon and will drive the car well past 100K over the next 2 yrs, I'm sure. Then, I'll see what's available in the EV world and move on.

I am aware that living in rural TN is a big part of my issue.

A side note on charging at dealers...................I was in KY recently over a really unusual cold snap. I needed to get charged up to get home and the only available charges within my range were L2. I called the local Ford dealer to see if they had a charger. They did, (L2) but questioned me about why I needed one and did I purchase it from them, then reluctantly agreed that I could use it because my car was a Ford. Seriously? Then they had to move an ICE out of the way so I could actually use it when I got there too.

Seems to me that dealers just don't care anymore.

I put a 2023 in shop that was 2 months old With 3500 miles on it. I also bought it from that dealer. After 2 weeks, I called the service manager and reminded that after 30 days I would get a lawyer specializing in the Lemon Law. He immediately put my car on the lift and returned it to me on the 30th day. All communication was started by me. You are right. They are not prepared to service the EV. If you don’t push them, they will ignore you. Remember, squeaky wheel gets the grease.

 

[kevC]

"Dealer Apathy" is a good band name.

 

[david_quick]

Just a bit of a vent...........................


Will there ever be a day when the service department at any given Ford dealer is up to speed on EV's? My latest experience says they have a long way to go. Dropped car off, no service writer available so a (I don't know what you call them....car jockey ?‍ )took my key fob and I told him what it was in for and to have the service writer call me when they were available so we could get on the same page. 2 days later I hear back from said service writer explaining that they had actually forgot that my car was an EV and that there was only 1 EV tech and they would get to my car as soon as possible and would follow up the next day. I asked about the charge cord lock repair and was told they would look into that as well. No call the next day. Finally got a call today at the end of business, after they have had car for 6 full days, saying they actually couldn't get the part from Ford yet for the HVBJB and I'd have to bring it back later.

When I made the appointment I was told they would have to order the part first so we made the appointment a few weeks out so they had time. I was told that they would call back if there was an issue getting the part. No call back, so I drop car off at assigned time and date.

Asked about the charge cord lock update and was told they would have to do that another time because the customer has to ask for it to be done first. What? I did that 3 days ago when we talked.

Sorry for the rant.......I'm sure you don't want to hear it, or have had a worse experience. At this point I think this will be the last EV I purchase from Ford. I love the car but the dealer/service experience has not been stellar, to say the least.

I'm coming up on 80k miles soon and will drive the car well past 100K over the next 2 yrs, I'm sure. Then, I'll see what's available in the EV world and move on.

I am aware that living in rural TN is a big part of my issue.

A side note on charging at dealers...................I was in KY recently over a really unusual cold snap. I needed to get charged up to get home and the only available charges within my range were L2. I called the local Ford dealer to see if they had a charger. They did, (L2) but questioned me about why I needed one and did I purchase it from them, then reluctantly agreed that I could use it because my car was a Ford. Seriously? Then they had to move an ICE out of the way so I could actually use it when I got there too.

Seems to me that dealers just don't care anymore.

Wonder where the official ford reps on this forum are when these things come up?

 

[AliRafiee]

Look up new technology, customer relations, good will gesture and intelligent marketing.

I work at Microsoft. Why don’t you bring your computer over next it breaks and we will fix it.

 

[iam-s-Hon]

I’m inclined to agree with this, with a dose of no real accountability for errors.

I, too, called ahead then brought the car in last Wed for hvbjb, charge cord and 30k tire rotation when informed the part was in. Only to be told Sat am (after trying to find out status on Fri afternoon) that they goofed on a part order and waiting for it. I’d prefer to know up front than find out by pestering. I will say something upon pick up if there is anyone who cares to hear a complaint intended to help the next customer.

and I’m only loaned a basic escape. The best thing I can say is that it has heated seats. Otherwise it’s barely 50% of my MME experience, if that.

Just got a call this morning that even tho the recorded part is in there are 2 MMEs ahead me and not enough tech capacity.

them: your car will be here a few weeks
Me: no thanks. I’ll pick it up and when you have capacity I will bring it back.

smh. Scheduling this should not require knowledge of rocket science.

Sponsored