MY Ford Service department is CLUELESS

[mechtech2]

When your car was punched into the computer, any TSBs or recalls would have come up.
In other words, the Service Mgr. is lying.
But that is his job. The dealers want guys like that - thatis why he is there. He makes them a LOT of money with his tongue.
The thing is, they really charge a LOT - they really try and rape people . This makes it so much worse.

 

[Duffman77]

I make it my policy that when I find that the dealer does even the simplist thing dishonest, that I refuse to go back there and tell everybody I knownot to use them as well.

Took my then new truck to the dealer for the first oil change at 8000km, Service advisor told me 5000km, well the user manual says severe service is 8000km. The idiot obviously doesnt understand what 14L of oil capacity does for the change interval.

 

[SevenBizzos]

Gosh! Exactly the opposite of my experiences. My dealership actually wrote something up differently so that the issue would be covered under warranty.

Nothing but honesty (to the customer) in my case.

 

[eljefino]

My saturn dealer can't even unlock a theftlocked radio. I could but I need their 800 number secret decoder ring.

As a y2k model it had a different unlock sequence from the 91-99s and the delcos in other GM stuff. They offered to sell me a new one for $680.

 

[bdcardinal]

Originally Posted By: rg200amp
He proceeded to tell me about there "highly trained" ASE techs and how I should listen to them and not the internet.
All you need to do to get ASE certified is study and take a genral test. My grandmom could get ASE certified, that dose not make her a good Tech.


the only thing with ford you have to be ASE certified for is if you want to be a Senior Master Tech. Ford has all of their own training. i have more ASE certificates then all of the techs at my dealer combined, and i work in parts.

the coils on the 3.9L V8 always go out. we always attach OASIS printouts on every RO, so there is no question when there is an open FSA. if you had ended up paying for the repair, you could have called ford and they would have reimbursed you for the work done.

o and for providing TSBs, you would be amazed how often they update, and a lot of the ones floating around on forums are obsolete and have been replaced multiple times.

we are lucky at my dealer, we have 2 service writers that have been in the same position for years, one is new, but he has good writers to learn from.

Originally Posted By: rg200amp
These ASE techs just plug your car into a scanner, and fix everything it says. they do not trouble shoot, or use the process of elimination anymore.


you sure about that? ever used an IDS? just wondering.. my dealer works on a lot of LS's, its the nature of our location. we keep the coil covers, and at least 8 coils in stock at any given time. it helps to go to a dealer very familiar with that car, not every dealer works on them a lot.

 

[AcuraTech]

No need to rip the dealer, who knows what the situation was. All that I'm reading here is the angry customers perspective.

Just a simple word of advice, don't go into the dealer acting like a know it all and spouting off service bulletins you found on the internet. As a dealer employee, we always take "those people" with a grain of salt.

It would be like me walking into your place of employment and telling you that you were an ***hole because you can't do your job, and that I found out on the internet how to do the job better than you.

Not trying to excuse incompetence, but having patience and calmly questioning the diagnosis will get you a lot further than flying off the handle and calling Ford. If you don't like what they tell you, politely decline the repairs and go elsewhere. Simple as that.

 

[Jerryb]

I have to agree with rg200amp. The service advisor would have charged him AND Ford for a new coil pack and probably not touched the TB. The diagnosis tells you where there is a problem. A real mechanic then has to diagnosis the problem for the root cause.
I once had a Mercury service tech tell my daughter that the speedometer problem was not covered under warranty because the car was built 38 months ago and the 36 month warranty was over even though I bought the car 32 months ago. I disagreed but he insisted. I called Ford and he later apologized. I wonder how many women they tried that with.
I also had a Volvo tech tell me he had to replace a coil pack and the spark plugs. He also said the anti-seize I put on NGK platinum spark plugs caused a problem. I asked for my old plugs (5000 miles) back. Only the plug off the bad coil showed carbon. The problem was the coil pack, not the spark plugs or anti-seize.

 

[CharBaby]

I've dealt with all too many guys like him over the years. The '70's and early '80's were really bad especially at the GM, Ford and Chrysler dealerships. The forign car dealerships were a bit better from my experience and from those I know. Knowing quite a bit myself about vehicles, should I have to deal with these guys, Im always prepared for the [censored]. Although, over the years things have gotten much, much better in my town from all dealerships. I hear good things from all of my friends and family about the local dealerships even if they were a first time customer. We always hear good thing from a customer that has only been buying and having service done for the past 20+ years at a particular dealership. And, there's always going to be the one or two dealerships that try to put the screws to a customer. All vehicles today have gotten so much more reliable over the years that dealers are hungry for more repair work. There is so much competition out there your business ie: GoodYear, Firestone, Sears, Wal*Mart Servicenters plus the independant service stations as well.

 

[rg200amp]

I was very calm. as soon as I questioned the Throttle body replacement, He got [censored] and told me to pick up the car and pay the 100 dollar scan fee!!!!

As soon as he got the attitude, yes. I am [censored], and I will do what I want to do.

 

[Junior]

Originally Posted By: rg200amp


As soon as he got the attitude, yes. I am [censored], and I will do what I want to do.


Ah yes, I was 21 and invincible once too.

 

[demarpaint]

After working at 5 different dealerships, and learning all the tricks from all the departments, and many years of dealing with people trying to rip me off it became obvious. Don't back down, and if something smells fishy its usually bad. (Don't get me wrong there's a lot of good people in the world too.)

Back in the 80's Ford had to buy a van back from me because of an electrical problem that would cause the van to shut down w/o warning even at highway speeds. After several visits and $11,000 in attempted warranty repairs they tossed in the towel.

It was a pleasure vehicle so I had a lot of time and patience, for a while anyway. I was told when I asked them to replace the vehicle, the only way I was going to get it resolved (new van) was to sue them, and I had to prove the van was defective. I laughed at the service mgr, and said, "Stupid, all these repair tickets are proof, would you be putting these parts into a van that had nothing wrong with it?" About a week later after a few calls and a nice letter to FMC, they called me and asked me how I wanted the issue resolved. I took the next model year van, and a check for $1500 for customizing the interior of my van. They b*.*ched at that and I told them they could remove the interior improvements I made and install them in the new van if they wanted. Just be sure the quality of the work was as good as mine.

When I took delivery of my new van I made sure to visit the service manager and inform him. I also cut a deal with FMC that I could take this van to another dealership w/o hassle if I needed repairs. I wanted no part of the dealership I bought it from. Back then taking a vehicle for warranty work to a dealership other than the one you bought it from was often a problem. What they were hoping was I'd sell it or trade it in.

Now at age 50 I don't tolerate much [censored], especially from someone who is disrespectful or trying to get over on me.

Frank D

 

[rg200amp]

Originally Posted By: Char Baby
I've dealt with all too many guys like him over the years. The '70's and early '80's were really bad especially at the GM, Ford and Chrysler dealerships. The forign car dealerships were a bit better from my experience and from those I know. Knowing quite a bit myself about vehicles, should I have to deal with these guys, Im always prepared for the [censored]. Although, over the years things have gotten much, much better in my town from all dealerships. I hear good things from all of my friends and family about the local dealerships even if they were a first time customer. We always hear good thing from a customer that has only been buying and having service done for the past 20+ years at a particular dealership. And, there's always going to be the one or two dealerships that try to put the screws to a customer. All vehicles today have gotten so much more reliable over the years that dealers are hungry for more repair work. There is so much competition out there your business ie: GoodYear, Firestone, Sears, Wal*Mart Servicenters plus the independant service stations as well.



You have had countless customers like me?

I guess im the [censored] hole.
I do not just blindly pay 1000 dollars to fix a coil pack, and perfectly fine throttle body. I question the service guy, he gets a attitude cause he has to be right.

I do my own research, find out the throttle body is fine, just as I knew it was, and the coil is recalled.

Yep I am the bad guy here, I am that pesky customer all the dealers hate cause I do not bend over and lube up!


Yes dealers are hungry for work. There is alot of competition out there. Trying to charge some one 890 bucks for a free recall work is not the way to get past the competition.

 

[demarpaint]

My gut tells me that the worse the economy gets the more likely a dealership, especially the service dept, is going to rip you off. Your Coil Pack TB story tells the tale. I am extra cautious at times like these.

Paying a service writer a commission gives him the green light to be creative, it also gives the green light to rip people off.

Good on you for doing your homework!!!!!!!!!!!!!!!!!!!!!


Frank D

 

[rg200amp]

Originally Posted By: AcuraTech
No need to rip the dealer, who knows what the situation was. All that I'm reading here is the angry customers perspective.

Just a simple word of advice, don't go into the dealer acting like a know it all and spouting off service bulletins you found on the internet. As a dealer employee, we always take "those people" with a grain of salt.

It would be like me walking into your place of employment and telling you that you were an ***hole because you can't do your job, and that I found out on the internet how to do the job better than you.

Not trying to excuse incompetence, but having patience and calmly questioning the diagnosis will get you a lot further than flying off the handle and calling Ford. If you don't like what they tell you, politely decline the repairs and go elsewhere. Simple as that.


I did not go inthere witha attitude.

He blew up when I questioned the repairs needed. I did not go inthere acting like I knew it all.

But after I went on the forums, I found out when the car looses a coil, it goes into fail safe mode. The fail safe mode on lets you drive up to 3000 rpms and under like 30 mph.
The fail safe mode sends the throttle body code since the throttle body will not open up all the way in fail safe.

ANd the coils were on recall.

SO, yes, once I had this info, I did what I needed to do with it.
I saved my self 890 bucks before tax and service fees.


You say to decline repairs and go else were, I cant get my car unless I pay the $100 scan fee.
So I did my home work before I made any choice.

 

[CharBaby]

rg200amp,
I think that you missread my post/reply. I agree with you 100%. Im not in the business/dealership, Im the customer like you.

When I said that, "I've dealt with all too many guys like him over the years", I was talking about the Ford service guy that you had to deal with. Sorry if I wasn't clear on that.

Also, when I stated that there is alot of competition out there and the dealers are hungry for work, I didn't mean that the dealers or any service facility should go around shafting the customers to get the extra money. I too think that the guy that you had to deal with should have done his job and find out wheather or not the parts/labor could have been covered under warranty/recall.

I see it all of the time. People just not doing their job or performing it poorly. I've had it with poor performance and bad attitudes.

Im on your side! But, I think that dealership service and practices have gotten better over the years. Maybe just not enough or quick enough.

 

[rg200amp]

Originally Posted By: Char Baby
rg200amp,
I think that you missread my post/reply. I agree with you 100%. Im not in the business/dealership, Im the customer like you.

When I said that, "I've dealt with all too many guys like him over the years", I was talking about the Ford service guy that you had to deal with. Sorry if I wasn't clear on that.

Also, when I stated that there is alot of competition out there and the dealers are hungry for work, I didn't mean that the dealers or any service facility should go around shafting the customers to get the extra money. I too think that the guy that you had to deal with should have done his job and find out wheather or not the parts/labor could have been covered under warranty/recall.

I see it all of the time. People just not doing their job or performing it poorly. I've had it with poor performance and bad attitudes.

Im on your side! But, I think that dealership service and practices have gotten better over the years. Maybe just not enough or quick enough.



O0o0o my apology.

I thought you were a dealer, saying you delt with "know it all customers"

LOL

I was saying How am i the bad guy?!?!?!



Yea, this service center near me is bad.

I am sure there are many good, trustworthy dealer service centers out there.
My Mazda dealer was one of them.
Its just sad some of the biggest service centers of the biggest car makers can be so bad!

 

[javacontour]

I work in service, (computers, people are almost as uptight about getting their servers fixed in a timely fashion as they are about cars) and sometimes I make mistakes.

I resolve the issue and APOLOGIZE for getting it wrong the first time.

Or I tell them I don't know. Because sometimes we are not sure which thing it is.

Most of the time, it's like a warranty call. They have warranty or a service contract, so there is no money out of their pockets. However, sometimes folks open a "Time and Materials" call that pays for me and the parts that arrive on site.

When we are charging $250+/hour with a two hour minimum, they don't want me guessing. Sometimes I tell the boss to only charge for two hours, even if I was there for four, because we were waiting for a part delivered, the diagnosis was incorrect (either mine or the Call Center that tried to triage/diagnose the issue.) Sometimes it is a known defect and they shouldn't pay for a known bad product.

Of course, I work for the computer manufacturer, so I have a vested interest in providing excellent service.

(I know have one of those JD Power shirts that tells how we are an award winning service provider.)

But my point is, when we make mistakes, we don't cop an attitude, we say we were wrong and make things right for the customer, period.

 

[01rangerxl]

Originally Posted By: AcuraTech
No need to rip the dealer, who knows what the situation was. All that I'm reading here is the angry customers perspective.

Just a simple word of advice, don't go into the dealer acting like a know it all and spouting off service bulletins you found on the internet. As a dealer employee, we always take "those people" with a grain of salt.

It would be like me walking into your place of employment and telling you that you were an ***hole because you can't do your job, and that I found out on the internet how to do the job better than you.

Not trying to excuse incompetence, but having patience and calmly questioning the diagnosis will get you a lot further than flying off the handle and calling Ford. If you don't like what they tell you, politely decline the repairs and go elsewhere. Simple as that.

The dealer was clearly in the wrong here. They tried to charge him $890 for a repair covered by Ford. If they knew how to do their job so well, they would have checked for TSBs on the car and would have been honest about what needed to be done. Instead, they continue to fight and complain. Assuming the OP's story is true, he did everything right, and the dealer was wrong. It happens.

Service writers and techs can be wrong. My Explorer had a small leak from the t-case. A large Ford dealer and a Firestone store both said that the t-case would need to be dropped to fix the leak because it was leaking from between the two halves. I was suspicious of this and took a look for myself. I found no evidence of a leak from the center of the t-case. I did see a minor leak from the output shaft seal...definitely not something that would require dropping and opening the t-case. I took it to a small indy shop (run by Ford techs who got tired of dealer [censored]) and it was back on the road in half a day with no leaks. I, and the honest indy shop were right. The dealer and Firestone were wrong. It happens sometimes.

 

[Kestas]

Originally Posted By: demarpaint
My gut tells me that the worse the economy gets the more likely a dealership, especially the service dept, is going to rip you off...

Maybe - maybe not. With a bad economy, car sales are bad, but there are more repairs when people keep their cars longer. It's a shame when service departments need to lie or show arrogance to make money. They should be able to make money with the higher volume of repairs.

 

[demarpaint]

When sales are off Owners and GM's are looking to stay alive, and make money any way possible. Since new and used car sales are so far off, the shop is the only major source of revenue. They do what ever they have to in order to make money and keep the dealership alive.

No service writer wants to hear a PO'ed owner or GM crying they aren't making money. I saw more managers and service writers come and go than I care to count. Everytime there was a slowdown management was shaken up and blamed, at least where I worked.

On a side note I spoke with a buddy or runs a local Monroe Service center. They do brakes, shocks, tires, exhaust, and other automotive repairs. Their sales are off over 25%, and the new GM decided to open up at 7:00 to do oil changes, and 9-5 on Sundays to grab some extra money for the franchise. This GM is new, the old one was fired due to the slowing economy and declining sales. So far adding the Sunday and opening the store earlier is costing them money. Paying guys OT to sit and [censored] with each other isn't paying off. The slow down is hurting everyone I've spoken to.


Frank D