DanBGolf
Well-Known Member
- First Name
- Dan
- Joined
- Mar 5, 2021
- Threads
- 5
- Messages
- 76
- Reaction score
- 39
- Location
- Beavercreek, OH
- Vehicles
- 2021 Mach-E Premium, 2019 Escape Titanium
- Occupation
- GOLFTEC Franchise Owner
- Thread starter
- #1
I want to thank the Ford Pass Help Center for not helping me resolve my PAAK issues. What a worthless service function this is. Reference Case # CAS 32625837-K5R-2K9.
I picked up my Mustang Mach E on July 27, 2021 and my Product Specialist (salesperson) and I tried to set up my Phone as a Key following the standard procedures with no success so we called Ford Pass for assistance. We were on the phone with Eddie for 2 hours trying myriad of things all to no avail. At the end of the call Eddie said that he would consult with some other folks, call me the next day when he got in to work at 10:30 AM EDT, and "escalate" this issue to engineering so we could get this resolved. July 28th 10:30 AM came and went and around 3:00 PM I had waited long enough and decided to call Ford Pass back.
I then spoke with a woman who saw and read all Eddie's notes, indicated that Eddie had tried about everything their level could do to correct the problem and said she would "escalate" the issue. I told her Eddie supposedly did that yesterday, but she saw no evidence of that. When I asked if someone would be calling me, she said "Yes, but they need 3 to 5 business days to research and resolve the issue." And that I should hear from someone by Wednesday August 4th (5 business days). Being a patient man and understanding that we are dealing with relatively new technology, I was willing to wait the 3 - 5 business days.
On business day 6 (August 5th), having not heard anything from the Ford Pass team, I called again and spoke with another woman who indicated that the engineers did not yet have a resolution to my PAAK issue and that she would put an "expedite" on this issue. She also told me that it would take 1 to 3 business days for someone to get back to me and she assured me that someone would call me by Tuesday August 10th.
Again, no one from the Ford Pass Team called. I was preoccupied with some other things and was not able to call Ford Pass again until Thursday, August 12th when I spoke with Darren. He apologized profusely for no one calling me back and swore he would have a supervisor, Anthony, call me within 24 to 48 hours. Given the weekend I anticipated a call from Anthony sometime Monday August 16th (silly optimistic me). I told Darren that I understand that these things can take some time to resolve, and I can deal with that. What I have a hard time dealing with is people lying to me. Three times I was told that someone would call me, but there was never any intention of calling me...DON'T LIE TO ME. And guess what, here it is Sunday August 22nd and still NO CALL BACK FROM ANTHONY AT FORD PASS. Lied to for the 4th time.
I am hesitant to prove I am insane by calling for a 5th time (the definition of insanity is doing the same thing over and over again expecting a different result).
So, from my perspective as a consumer with an issue I can't resolve by myself, I can only assume the Ford Pass does not know what they are doing, don't really care about resolving my problem, or is just placating me in hopes that eventually I'll go away.
Throughout this process, I have remained civil but that time is up...I am one pissed off Ford customer. This function of Ford Customer Service SUCKS and they regularly lie to people like me! Take this for what it's worth (shout out to Buffalo Springfield).
I picked up my Mustang Mach E on July 27, 2021 and my Product Specialist (salesperson) and I tried to set up my Phone as a Key following the standard procedures with no success so we called Ford Pass for assistance. We were on the phone with Eddie for 2 hours trying myriad of things all to no avail. At the end of the call Eddie said that he would consult with some other folks, call me the next day when he got in to work at 10:30 AM EDT, and "escalate" this issue to engineering so we could get this resolved. July 28th 10:30 AM came and went and around 3:00 PM I had waited long enough and decided to call Ford Pass back.
I then spoke with a woman who saw and read all Eddie's notes, indicated that Eddie had tried about everything their level could do to correct the problem and said she would "escalate" the issue. I told her Eddie supposedly did that yesterday, but she saw no evidence of that. When I asked if someone would be calling me, she said "Yes, but they need 3 to 5 business days to research and resolve the issue." And that I should hear from someone by Wednesday August 4th (5 business days). Being a patient man and understanding that we are dealing with relatively new technology, I was willing to wait the 3 - 5 business days.
On business day 6 (August 5th), having not heard anything from the Ford Pass team, I called again and spoke with another woman who indicated that the engineers did not yet have a resolution to my PAAK issue and that she would put an "expedite" on this issue. She also told me that it would take 1 to 3 business days for someone to get back to me and she assured me that someone would call me by Tuesday August 10th.
Again, no one from the Ford Pass Team called. I was preoccupied with some other things and was not able to call Ford Pass again until Thursday, August 12th when I spoke with Darren. He apologized profusely for no one calling me back and swore he would have a supervisor, Anthony, call me within 24 to 48 hours. Given the weekend I anticipated a call from Anthony sometime Monday August 16th (silly optimistic me). I told Darren that I understand that these things can take some time to resolve, and I can deal with that. What I have a hard time dealing with is people lying to me. Three times I was told that someone would call me, but there was never any intention of calling me...DON'T LIE TO ME. And guess what, here it is Sunday August 22nd and still NO CALL BACK FROM ANTHONY AT FORD PASS. Lied to for the 4th time.
I am hesitant to prove I am insane by calling for a 5th time (the definition of insanity is doing the same thing over and over again expecting a different result).
So, from my perspective as a consumer with an issue I can't resolve by myself, I can only assume the Ford Pass does not know what they are doing, don't really care about resolving my problem, or is just placating me in hopes that eventually I'll go away.
Throughout this process, I have remained civil but that time is up...I am one pissed off Ford customer. This function of Ford Customer Service SUCKS and they regularly lie to people like me! Take this for what it's worth (shout out to Buffalo Springfield).
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