I've got to brag on Ford regarding my dealer experience

[Rocky29670]

If you haven't read about my nightmare with my dealer, I encourage you to read the full thread here. TLDR version despite having in writing a deal to get x plan and MSRP, dealer charged a higher MSRP and denied x plan on top of adding a dealer tracking "anti theft device" for an additional $700 without my knowledge, request or consent. Filled out a dealer survey online and 1 star rated everyone. Internet director and GM called to harass me afterwards and told me to just bring back their car.

So at the urging of some people on the board, I called the customer service number and they escalated it to their dealer department and would conduct an investigation. I also received a Ford survey request on my dealer experience and again detailed all of my issues.

On a whim, the other day I decided to just email to
Jim Farley
CEO
[email protected]

Elena Ford
Chief Customer Experience Officer
[email protected]

Brad Brownell
Director, Customer Experience
[email protected]
And gave them a long detailed feedback on my experience. I never went into this thing expecting anything out of the deal, and just wanted to voice my frustrations with this dealership who I feel is giving Ford a bad name. I didn't want or expect any compensation, I just didn't want this dealership to get away with treating people like this.

So low and behold yesterday I get a call from Dealie from Ford. I'm not exactly sure of her title at Ford. I told her I really appreciated the call back, she told me she had spoken to the dealership and wanted to get my feedback after what they had told her. I let her know that several of the things she had been told by them simply weren't true and none of that is reflected in the bill of sale I was given. I told her how they never once actually showed me what the x-plan fully covered despite me asking them several times, and was told by the internet director that "x-plan was whatever they said it was". I think I could hear her jaw drop when she heard that, and she responded no he didn't say that.

She could not have been more apologetic and accommodating. She's making the dealership refund the $700 for the tracking device that they installed without asking. She also offered a full extended warranty plan complimentary, when I told her that I already purchased that she said that she'd look into if I could cancel that and get refunded that amount as well and get the complimentary one. I told her that I never wanted anything more than the deal I agreed upon going in. She called me back today to follow up, but I couldn't talk at the time and I'll be calling her back as soon as I get in the parking lot to go home from work.

So long story short, if you didn't already know this by now Ford wants to get this thing right. They want to do right by the customer and they take your issues and complaints seriously. I didn't ever expect a response to any emails, but this phone call has totally restored my faith in Ford. The dealer tried to rob my excitement for this car, now knowing that they got their asses chewed out and have to give me back money makes me feel like I'm on top of the world.

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[Jimrpa]

To be clear, there are super dealers out there and there are sleazy dealers out there. At least Ford is focused of providing great customer service. I’m not sure the alternative - a company run by a disconnected billionaire who seems to care little for his employees, doesn’t mind shipping shoddy products, and has no customer experience focus, is really “better”.

 

[mburtsvt]

To be clear, there are super dealers out there and there are sleazy dealers out there. At least Ford is focused of providing great customer service. I’m not sure the alternative - a company run by a disconnected billionaire who seems to care little for his employees, doesn’t mind shipping shoddy products, and has no customer experience focus, is really “better”.

At the end of the day Ford has to make a decision on what they will look like in the future. Regardless of the Tesla dealer and service issues that model will continue to evolve and perfect, something that Ford can’t say with their current dealer model. To have control over the cradle to grave process has now become paramount to any company that sells product to a consumer. We only have to look at Apple as an example, (yes I get that cars and phones are two different things). Twenty years ago they sold their product at authorize resellers, (dealers). Ninety six percent of their product was sold this way, now it’s less than 7 percent. In twenty years, with innovation and quality product they transformed into the largest company, by market capitalization), in the United States. Almost three times larger than Ford, GM, and Tesla put together, (700 B vs. 2.1 T).

 

[mixduptransistor]

At the end of the day Ford has to make a decision on what they will look like in the future. Regardless of the Tesla dealer and service issues that model will continue to evolve and perfect, something that Ford can’t say with their current dealer model. To have control over the cradle to grave process has now become paramount to any company that sells product to a consumer. We only have to look at Apple as an example, (yes I get that cars and phones are two different things). Twenty years ago they sold their product at authorize resellers, (dealers). Ninety six percent of their product was sold this way, now it’s less than 7 percent. In twenty years, with innovation and quality product they transformed into the largest company, by market capitalization), in the United States. Almost three times larger than Ford, GM, and Tesla put together, (700 B vs. 2.1 T).

I don't think franchised car dealerships will ever go completely away. Smaller niche manufacturers like Tesla may go the direct route, but if GM and Ford were to in-house all of the cars and dealers they would be larger than Microsoft or Apple. The financial realities of how things flow just wouldn't work in a single entity. Even if they wanted to get to that ideal, it would take decades and it would be a very slow burn

Probably the best route for them to take is to strengthen their control over dealers through the franchise agreements as they are renewed. More of a McDonald's model where there are consequences to not following the standard operating model more closely. Even that will take time to implement

 

[GoosePond08]

Great post. I really hope others take notice. From personal experience with Ford, if you make them aware they will do everything they can to make it 'fair' and resolve your issues. They can't fix what they don't know.

I personally mailed a letter, with documentation and got a very strong response. This was 8 years ago, but it satisficed me enough to stay with them.

 

[KAustin]

I emailed Brad Brownell the other day about the EA charging issues. Someone from the executive office reached out and is having one of the EV engineers call me on Monday. The absolutely want to get it right.

 

[Regularmache]

To be clear, there are super dealers out there and there are sleazy dealers out there. At least Ford is focused of providing great customer service. I’m not sure the alternative - a company run by a disconnected billionaire who seems to care little for his employees, doesn’t mind shipping shoddy products, and has no customer experience focus, is really “better”.

That "Disconnected Billionaire" is why we have the MME. He's also saved the US 100's of millions of dollars by Making Space Competitive. As an Air Force Contracting Officer I can tell you first hand SpaceX took the "Self-Licking Ice Cream Cone" of Government Space contracts, and made it competitive again! He did the same thing to Visa/Mastercard with PayPal, and he's going after the Duopoly Internet service and cable by Cox and Comcast. I'm the son and grandson of Ford lifetime employees and love Ford but, we would be kidding ourselves if we don't think Tesla's success has Electrified the BEV space. Pun intended.

 

[ab13]

I don't think franchised car dealerships will ever go completely away. Smaller niche manufacturers like Tesla may go the direct route, but if GM and Ford were to in-house all of the cars and dealers they would be larger than Microsoft or Apple. The financial realities of how things flow just wouldn't work in a single entity. Even if they wanted to get to that ideal, it would take decades and it would be a very slow burn

Probably the best route for them to take is to strengthen their control over dealers through the franchise agreements as they are renewed. More of a McDonald's model where there are consequences to not following the standard operating model more closely. Even that will take time to implement

That's why Cadillac bought out dealers that didn't want to sell electric cars in the future, to only keep the dedicated ones. Using the internet, people can eventually push the bad dealers to change or leave.

However, it's not practical to not have the dealer method, especially for smaller regions. If a company were to sell and service directly in a small region, it probably wouldn't make any money, also why Tesla isn't in many smaller markets. That allows dealer to sell more than one brand to service certain geographic regions.

 

[TheVirtualTim]

Unfortunately there are laws in many states that forbid car manufacturer's to own dealerships. In my state, Ford cannot legally sell a car directly to a consumer... there *must* be a dealer in the middle of the transaction.

I'm glad to hear Ford got involved and forced the dealer to correct the problem.

 

[SteelMach]

Unfortunately there are laws in many states that forbid car manufacturer's to own dealerships. In my state, Ford cannot legally sell a car directly to a consumer... there *must* be a dealer in the middle of the transaction.

I'm glad to hear Ford got involved and forced the dealer to correct the problem.

Technically, they could find another state and title it there first, as Tesla is making deliveries in Michigan but titling the cars first in Ohio. And when Ford conducts their management lease, they do not use dealers for those (thousands of cars a year) vehicles either.

But I hear you. The laws absolutely need to be changed to allow direct sales and protect us from dealers.

 

[TheVirtualTim]

Technically, they could find another state and title it there first, as Tesla is making deliveries in Michigan but titling the cars first in Ohio. And when Ford conducts their management lease, they do not use dealers for those (thousands of cars a year) vehicles either.

But I hear you. The laws absolutely need to be changed to allow direct sales and protect us from dealers.

I don't know that they'd even need to title the car out of state and re-title it in-state. I purchased a car from an Ohio dealer once and the original title was created in Michigan by the Ohio dealer. Much in the same way that you can buy just about anything else online from an out-of-state merchant and have it shipped to your home. As long as Michigan gets to collect the sales tax they're happy.

 

[SteelMach]

I don't know that they'd even need to title the car out of state and re-title it in-state. I purchased a car from an Ohio dealer once and the original title was created in Michigan by the Ohio dealer. Much in the same way that you can buy just about anything else online from an out-of-state merchant and have it shipped to your home. As long as Michigan gets to collect the sales tax they're happy.

I'm just describing Tesla's current agreement with the State of Michigan. Direct Automaker-to-consumer delivery is allowed in Michigan but the vehicle must be titled first in another state which allows Automaker-to-consumer sales, and the owner transfers the title to Michigan later. Michigan and Ohio have a reciprocal agreement for vehicle sales tax as I understand it, so Michigan gets the sales tax either way.

No provision in M.C.L. § 445.1574(1) nor any other provision of Michigan law prohibits Tesla from delivering vehicles to Michigan residents in Michigan(whether directly, through a subsidiary, using an independent carrier, or otherwise), including assisting them with vehicle trade-ins, so long as legal title for any vehicles sold by Tesla transfers outside the state of Michigan, consistent with M.C.L. §§ 440.2106(1) and 440.2401.

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