Got a "Proactive" call from Ford today

[Deleted User 981389]

Context: we have a set of winter tires and wheels on our Mach-e the front two TPMS are not working - I'm well aware and will be swapping back to the stock summer wheels and tires shortly.

Had the car at the dealership 4 days ago to address a water leak, front collision detection warning messages and to verify the from TPMS is not the car but the tires.

@Ford Motor Company called me today with a courtesy proactive call about my TPMS sensors issues wanting to help me schedule an appointment to get it fixed.

I asked why are you calling me about this (assuming it was a survey call) and the lady said they are proactively monitoring faults and reaching out to customers to assist in scheduling an appointment.

Sometimes my brain to mouth filter doesn't work so of course I immediately said If Ford really wants to be proactive then they can fix all these software bugs, fix the update process, fix ... blah blah blah... I'm sure the lady didn't need or care to hear all of that.

I think what triggered my inner a-hole was the feeling that someone was invading my virtual space. Yes I know the car is a data collection tool and sends all kinds of data back, tire pressure being small potatoes. I don't need a nanny to call me offering to help. I'm probably in the minority on this and that's okay with me.

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[Mach1E]

Context: we have a set of winter tires and wheels on our Mach-e the front two TPMS are not working - I'm well aware and will be swapping back to the stock summer wheels and tires shortly.

Had the car at the dealership 4 days ago to address a water leak, front collision detection warning messages and to verify the from TPMS is not the car but the tires.

@Ford Motor Company called me today with a courtesy proactive call about my TPMS sensors issues wanting to help me schedule an appointment to get it fixed.

I asked why are you calling me about this (assuming it was a survey call) and the lady said they are proactively monitoring faults and reaching out to customers to assist in scheduling an appointment.

Sometimes my brain to mouth filter doesn't work so of course I immediately said If Ford really wants to be proactive then they can fix all these software bugs, fix the update process, fix ... blah blah blah... I'm sure the lady didn't need or care to hear all of that.

I think what triggered my inner a-hole was the feeling that someone was invading my virtual space. Yes I know the car is a data collection tool and sends all kinds of data back, tire pressure being small potatoes. I don't need a nanny to call me offering to help. I'm probably in the minority on this and that's okay with me.

The irony is that their only job here is to help connect members on the forum with dealer service centers and help streamline things.

And you just tagged them. You’re probably going to get another call. ?

It’s like throwing up the bat signal and getting pissed when Batman shows up. ?

 

[Deleted User 981389]

The irony is that their only job here is to help connect members on the forum with dealer service centers and help streamline things.

And you just tagged them. You’re probably going to get another call. ?

It’s like throwing up the bat signal and getting pissed when Batman shows up. ?

Yup! lol

 

[joemache]

The irony is that their only job here is to help connect members on the forum with dealer service centers and help streamline things.

And you just tagged them. You’re probably going to get another call. ?

It’s like throwing up the bat signal and getting pissed when Batman shows up. ?

Hopefully, the follow-up call from Ford will be a smooth and helpful experience, @romanservices.

 

[markboris]

I got a call from Ford today about the HVBJB safety recall. They wanted to help me set up my appointment to get it replaced. I explained that I was familiar with this and that I had proactively replaced mine at my expense one year ago with the revision ”B” part for my particular model car (GT/GTPE) which was the newest version at that time. I told her I was aware there was a newer “C” version and assumed this was the one they would be replacing mine with. She said yes and that she would be calling my dealer to make sure they had the part in stock when I bring my car in for the replacement.

I explained to her I would not be taking it to the dealer she had on her list for my repair which is 5 minutes from my home but to the one I previously had this part replaced before which is 2 1/2 hours away. She said no problem as she understands some dealers are not as accommodating as others. I told her Serramonte Ford in Colma is an EV certified elite dealer. She asked if I knew how many EV techs and lifts they have. I told her 3 of each. She seemed surprised and said she would make a note of this for future Bay Area customers. I mentioned the service and parts director (Jason) was a personal friend of mine for the past 40+ years. I think she got the picture.

Then she explained that Ford will reimburse me for the HVBJB and the labor that I previously had done. She wanted copies of the invoices and told her I’d get back to her the end of next week since I’m currently out of the country. We set up a time next week for her to call me back. I’ll do a follow up when all completed.

 

[markboris]

I got a call from Ford today about the HVBJB safety recall. They wanted to help me set up my appointment to get it replaced. I explained that I was familiar with this and that I had proactively replaced mine at my expense one year ago with the revision ”B” part for my particular model car (GT/GTPE) which was the newest version at that time. I told her I was aware there was a newer “C” version and assumed this was the one they would be replacing mine with. She said yes and that she would be calling my dealer to make sure they had the part in stock when I bring my car in for the replacement.

I explained to her I would not be taking it to the dealer she had on her list for my repair which is 5 minutes from my home but to the one I previously had this part replaced before which is 2 1/2 hours away. She said no problem as she understands some dealers are not as accommodating as others. I told her Serramonte Ford in Colma is an EV certified elite dealer. She asked if I knew how many EV techs and lifts they have. I told her 3 of each. She seemed surprised and said she would make a note of this for future Bay Area customers. I mentioned the service and parts director (Jason) was a personal friend of mine for the past 40+ years. I think she got the picture.

Then she explained that Ford will reimburse me for the HVBJB and the labor that I previously had done. She wanted copies of the invoices and told her I’d get back to her the end of next week since I’m currently out of the country. We set up a time next week for her to call me back. I’ll do a follow up when all completed.

One week later and here is my follow up so far.:

Stephanie called me back yesterday as she said she would and gave me the address to send copies of the HVBJB I purchased and the labor to have it installed along with my VIN and other personal info for my reimbursement. She had also emailed Jason at Serramonte Ford with the updated part number HVBJB needed for my car to make sure they had one available when I brought it in for the repair. I told her that Jason had texted me earlier in the day that he had heard from her and we were setting up a day to do this in a couple of weeks when I have a bit more free time. As before, it will take about 4-5 hours to complete so I will be in and out the same day. Stephanie asked if she could close this case out and I told her yes that I knew everything would go well. She said if I had any issues at all to call or email her back.

 

[PNWEV]

Every time I read one of these I cannot help but wonder at the disparity experienced by people dealing with Ford. Sometimes Ford goes out of their way to make a customer feel valued, other customers can’t even get Ford to call back much less actually stand behind the product.

 

[mdolan92869]

I got a text from my local Ford dealer on Friday (from an unknown number) saying that my VIN showed I had an open recall for the HVBJB issue. Click the link or call the number to make an appointment. Hmmm, seems sketchy except they knew my VIN, name and obviously phone number.

Called the service department this morning and mentioned the text message and recall. He said that the message is from an automated system that checks for recalls on cars they're serviced. Said he didn't think they could do the recall, but he'd check. Came back and said that they had 2 sets of parts on hand and to bring it on by. Just got back home from dropping it off, expect it to be ready late Wednesday or Thursday.

Hope it all goes well and I get it back before the weekend.

 

[Snakebitten]

So Ford DOES communicate with the customer afterall?

Or at least this is a great example of them doing so.

 

[Billyk24]

Took mine in on this Friday and as of today 08-09-24 it is not done. 4 days in the shop with repeated overheat motor coolant warnings.

 

[Rudi Krupsdahl]

Super cool reading, that Ford chooses to be proactive with registered errors?

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