Is this standard operating procedure for Ford Dealer?

pbm

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8,807
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New York
I don't think this behavior is exclusive to Ford dealers. I had a similar run around from Chevrolet with my troublesome 2011 Cruze. I try to avoid all dealer service departments if at all possible.
 
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10,318
Location
Jupiter, Florida
Oh, my doctors treat me exactly the same way as your Ford dealer. Seems to be human nature to be intentionally unhelpful, to feign ignorance and then to justify their position on the subject in any way possible.
 
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13,195
Location
Maricopa Arizona
Originally Posted by MCompact
Originally Posted by sopususer
I grew up in a Ford family but haven't owned a FoMoCo product for over thirteen years. I know all mfgs have issues, but with stories like this, I'm in no hurry to consider one again.
Twenty one years for me; I still wouldn't rule out a Bullitt or GT350, but no other new vehicle in the Ford/Lincoln stable interests me in the slightest.
This occurrence has nothing to do with Ford. It's a franchise dealership and no OP this is not common. You likely would have been better off with an independent shop or another Ford/Lincoln dealership.
 
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593
Location
MA
Originally Posted by LoneRanger
Originally Posted by roadrunner1
The whole issue should have been taken care of with the company that sold the car to the OP.
This ^^^ Finally, after a page and a half of generalized Ford hate, a reasonable response. Why exactly should a random new car dealership selling the same brand of car that you bought as a used car over the internet instead of from them or even any other brick and mortar dealership, bend over backwards to move you to the front of the line ahead of their paying customers who've actually bought vehicles from them?
I know you included other brick-and-mortar dealerships but this attitude runs rampant in most dealership service departments regardless of where you bought the vehicle. Even more so is the attitude that the dealership is somehow doing you a favor when doing warranty work. Even when you did buy it from a particular dealership most still suck at service. Guess who doesn't care where I bough my car? My indy shop. My attitude is dealership service centers are their own worst enemies and they get what they deserve - disloyal customers who only want to go there if it's free. It's a circular argument...they lie, cheat and steal because no one wants to do non-warranty work with them because they lie, cheat and steal.
 
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Messages
593
Location
MA
Originally Posted by pbm
I don't think this behavior is exclusive to Ford dealers. I had a similar run around from Chevrolet with my troublesome 2011 Cruze. I try to avoid all dealer service departments if at all possible.
I think there are good and bad dealerships for every brand but I also think some brands are more notorious than others for having more problem dealerships. This is just a fact of life and it's true in every sector in existence. I think customer service is a dying concept....
 

JTK

Messages
13,234
Location
Buffalo, NY
Originally Posted by Cujet
Oh, my doctors treat me exactly the same way as your Ford dealer. Seems to be human nature to be intentionally unhelpful, to feign ignorance and then to justify their position on the subject in any way possible.
Pretty much my take on this given the circumstance. I would have used the body shop the warranty company originally suggested or another shop of any kind.
 
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1,151
Location
USA
Originally Posted by PWMDMD
[ I know you included other brick-and-mortar dealerships but this attitude runs rampant in most dealership service departments regardless of where you bought the vehicle. Even more so is the attitude that the dealership is somehow doing you a favor when doing warranty work. Even when you did buy it from a particular dealership most still suck at service. Guess who doesn't care where I bough my car? My indy shop. My attitude is dealership service centers are their own worst enemies and they get what they deserve - disloyal customers who only want to go there if it's free. It's a circular argument...they lie, cheat and steal because no one wants to do non-warranty work with them because they lie, cheat and steal.
Exactly. Even if you bought the car from that dealer I wouldn't be surprised if they would have rejected the replacement of the leather boot....They don't call them $tealerships for nothing. I've NEVER had a positive experience at ANY dealership I've ever used for service whether it was warranty or customer pay....
 
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1,976
Location
Minnesota
I had a similar issue with a Pontiac Vibe. I get a recall notice for the airbag. So I set up an appointment online (first mistake). Then I get a call, left a message confirming my appointment. Day of appointment, I run over with my son. The service advisor looks at the car and says...."we have to order the part". I was dumbfounded since they knew for a week I was coming in for the recall. So back again a week later. To top it off, now they want to replace the airbag inflater AGAIN....
 
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6,200
Location
KY
Originally Posted by AC1DD
Exactly. Even if you bought the car from that dealer I wouldn't be surprised if they would have rejected the replacement of the leather boot....They don't call them $tealerships for nothing. I've NEVER had a positive experience at ANY dealership I've ever used for service whether it was warranty or customer pay....
Tell me about it; when I took my 24 year old Club Sport in for service the dealer only gave me an M340i for a loaner. Thieves!
 
Messages
1,151
Location
USA
Originally Posted by MCompact
Originally Posted by AC1DD
Exactly. Even if you bought the car from that dealer I wouldn't be surprised if they would have rejected the replacement of the leather boot....They don't call them $tealerships for nothing. I've NEVER had a positive experience at ANY dealership I've ever used for service whether it was warranty or customer pay....
Tell me about it; when I took my 24 year old Club Sport in for service the dealer only gave me an M340i for a loaner. Thieves!
Well that is a premium brand so maybe it's different in that sector of the market, but for main line products and brands it's basically terrible.
 
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Messages
880
Location
PR CA, USA
Ford dealers (and manufacturer when complained) always treated me like garbage. Never buying another Ford. Parts counter is fine but they always seem to be very different.
 
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1,306
Location
PEARL River la
In 1993 I bought new Escort and note was less than 200 a month and I agreed. Took delivery on Friday and put 1000 miles over the weekend. There was a rattle so wife carried it in Monday then called me crying. They told her my loan was rejected by Ford and I needed to come in and sign new note for 400 with 1000.00. I called sales manager and was told sorry but nothing he could do and my trade was at auction. I lost it on him and had to get police involved to get my trade back (it was in back). He even said that I owed Ford money cause I put excessive amount of miles on it. Never bought another Ford. This was 3rd product from Ford with second product from them. 84 F150 then 87 Monte Carlo.
 
Messages
13,195
Location
Maricopa Arizona
Originally Posted by AC1DD
Originally Posted by PWMDMD
[ I know you included other brick-and-mortar dealerships but this attitude runs rampant in most dealership service departments regardless of where you bought the vehicle. Even more so is the attitude that the dealership is somehow doing you a favor when doing warranty work. Even when you did buy it from a particular dealership most still suck at service. Guess who doesn't care where I bough my car? My indy shop. My attitude is dealership service centers are their own worst enemies and they get what they deserve - disloyal customers who only want to go there if it's free. It's a circular argument...they lie, cheat and steal because no one wants to do non-warranty work with them because they lie, cheat and steal.
Exactly. Even if you bought the car from that dealer I wouldn't be surprised if they would have rejected the replacement of the leather boot....They don't call them $tealerships for nothing. I've NEVER had a positive experience at ANY dealership I've ever used for service whether it was warranty or customer pay....
Must be bad luck.
 
Messages
6,200
Location
KY
At my store we helped people regardless of where they bought the car, as a product specialist I helped more than one person who bought a used BMW that was missing the owners manual. One Saturday I helped diagnose and change a blown fuse in a miled up E65 7er for two ladies who dressed like they had just left a Hendrix concert 50 years ago. We took the position that helping <span style="font-style: italic">all </span>BMW owners established goodwill- and who knows? the kid in the tatty E46 3er who needs help with his trip computer may be one of our customers someday.
 
Messages
593
Location
MA
Originally Posted by MCompact
At my store we helped people regardless of where they bought the car, as a product specialist I helped more than one person who bought a used BMW that was missing the owners manual. One Saturday I helped diagnose and change a blown fuse in a miled up E65 7er for two ladies who dressed like they had just left a Hendrix concert 50 years ago. We took the position that helping all BMW owners established goodwill- and who knows? the kid in the tatty E46 3er who needs help with his trip computer may be one of our customers someday.
Good for you MCompact! That IS the right attitude and that goodwill spent on people who bought their cars elsewhere probably results in sales for your dealership down the road. It's just sad to think people who moved and need service are treated like second-class citizens because they didn't buy their car at a specific dealership. FWIW....the best dealership experience I've ever had was an Audi dealership. I did not buy my S5 there because a neighboring dealership gave me a better deal but you'd never known I didn't buy the car there. Treated like super star even for the included maintenance.
 
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Messages
521
Location
ne atlantic coast & sw desert
i have lingering doubts about buying a used car off of a delivery truck sight unseen but at least carvana stepped up in the end to help right the situation. that said, while gassing up i chatted with a guy at the next pump about his 2017 ford fusion se: he got it from carvana at 9k miles for $14k, he was very happy with price and product, said similar car was $3k more at carmax and in tougher shape. i should look again at carvana...
 
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