Dealer Apathy

[Old_Norm]

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

If you think fixing a broken computer is the same as charging a vehicle I wouldn't trust you with a lego set.

Sponsored

 

[markboris]

I had my HVBJB replaced last year in June. I could have taken it to my local dealer that is literally 5 minutes from my home but I didn't. They have one EV tech (barely) and in the past couple of years of owning an Mach-E, anytime I would stop in and ask questions about the car, they never seemed to know anything. They said they would look up my concerns and get back to me which never happened. I didn't feel comfortable having them replace the board (they never had done one yet) so I made an appointment at Serramonte Ford in the Bay Area and drove 2 1/2 hours to drop off the car.

Walking into the service department is impressive. They had a row of 8 service writers and was informed they have 3 EV certified techs and it would take about 5 hours to complete the job. I brought my car in on Friday afternoon and was told it would be ready in the morning (their service department is open on Saturdays). I spent the night at a friends and Saturday morning when I got there, my car was plugged into one of their chargers and fully charged. I was told they average 3 HVBJB replacements a week (this was back in June '23) and they have two dedicated, specialized EV lifts that don't require special bars or apparatus to lift EV's. In my experience, a very professional dealer.

Jason, the fixed operations director at Serramonte Ford told me that there are two types of EV dealerships. Select and Elite. Their dealership is an EV Elite which have more requirements than a EV Select dealership. I don't know the particulars or if there is a list of these EV Elite dealers. Just thought I would pass this on.

The dealer and their service department can really influence your love or hate for the car you own.

 

[Tcevwa]

I don’t see why it’s the dealer’s responsibility to provide charging of any kind. Free or not. Would you call them for a gallon of gas!

I was told by my dealer that moving forward they will be required to have public charging available if they want to be an authorized ev dealer. My dealership is in the process of installing 4 dc chargers.

 

[Old_Norm]

I was told by my dealer that moving forward they will be required to have public charging available if they want to be an authorized ev dealer. My dealership is in the process of installing 4 dc chargers.

When I was looking for an Ionic to test out, the local dealer couldn't let me dive their demo because they were in the process of installing public chargers. Apparently it was a requirement of EV sales to have public chargers available. I went back a week later, the chargers were in and I was able to drive the car.

 

[AliRafiee]

I was told by my dealer that moving forward they will be required to have public charging available if they want to be an authorized ev dealer. My dealership is in the process of installing 4 dc chargers.

That’s awesome. The more chargers the more people will buy EVs. The Nissan dealership I bought my LEAF from had a handful of L3 chargers ran by ChargePoint. Obviously the customer had to pay for it. (They used to give a little bit free charging, just like Ford does)

 

[Tcevwa]

That’s awesome. The more chargers the more people will buy EVs. The Nissan dealership I bought my LEAF from had a handful of L3 chargers ran by ChargePoint. Obviously the customer had to pay for it. (They used to give a little bit free charging, just like Ford does)

To clarify (in case there is confusion) the Ford dealer charging won't be free. The Ford dealer will just provide access for charging.

 

[TRP]

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.

Well, now that you mention it.........we can't find a good pizza place, Mexican food is spotty and I have to drive an hour to get to anything ?

 

[Old_Norm]

To clarify (in case there is confusion) the Ford dealer charging won't be free. The Ford dealer will just provide access for charging.

On a trip from Ohio to GA and back last summer I stopped at two Ford dealers and charged for free. Can't speak to your experience. Perhaps things have changed.

 

[HuntingPudel]

Yeah, when I next blow up my HVBJB I will be going to the dealership that @markboris used. The one near my office is garbage. ?‍?

 

[azerik]

Yup. Mine's moved a couple times in near 3 weeks. I am left in the dark with update(s) and not even FP updates just updates on if anything is happening.
The text i finally got "we're waiting on parts, hopefully this week".
Eh? No response when asked if those parts happened to be the HVJB.
I'm going to keep pestering as I'm hitting my limit of looking at this Edge (the loaner) parked in front of my house that I refuse to drive. (It really is a turd for $40k..)

 

[RSF]

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.

Just not my experience at all. My dealership has exceeded my expectations whenever I have had to use them. That's the glass and hvb recall and one bad door sensor. Always had a MME as a loaner. I know there are probably more bad than good but there are exceptions.

 

[TheSeg]

I live in the SF Bay Area, which is an EV hotbed.

Hey fellow Bay Area!

I bought my car at The Ford Store, San Leandro. After a number of situations with their service department, I now go to Walnut Creek Ford and have received impeccable service. I get my car their before 8am and I'm out by the afternoon at the latest. They even expanded their mobile coverage area to western areas of the East Bay (including Alameda).

I'm still waiting for the parts for my HVBJB recall before I bring in my car. So while I can't speak to my experience with them on the HVBJB recall, I'm confident with them to do it successfully within scope when the part is available for me.

 

[azerik]

I'm going to keep pestering

9 calls later (I didn't bother with leaving more than one voicemail) I got the gist of where my car is at at this time. It really shouldn't take this much work. Even though they now try to get you to text (usually a day later I get back a short question to answer my question) it's a terrible turn around. It's been there 2 weeks. And is about 1/2 done. I can't say I've had much luck at the other two Ford dealers I've been dealt either.

 

[Just Lurking]

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.

Did you have go in-person to be told no parts "the morning of?" If so, that is so f****** unacceptable. Wtf are these dealers doing?

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.

Also completely unacceptable. Don't schedule vehicles when you know your staff are overwhelmed. This is basic management.

 

[RSH]

I must report that I had a surprising call today from the dealership I used to purchase my car. They called to remind me that I had the charge cord recall outstanding and to offer on-site mobile repair to take care of it next week. I let them know that I already had an appointment scheduled with another dealership but that I would cancel and use their at-home mobile service instead. I had stopped using this dealership but it sounds like they have gotten their act together. Haven't seen this type of proactive outreach in a dealership. Impressive.

Sponsored