I Agree With Farley - Dealerships need to change

[sbi]

The video starts out stating that the CEO of these companies (there's only 2 or 3 American CEO's) are in DIRECT CONTROL of the solution to the problem.

Then spends the next 10 minutes talking about high schools are underfunded and pushing the wrong kids into the shop programs.

??? Farley, please raise the price of my next truck a few $thousand so Ford can fix the public education system.

The next complaint was how much the tools cost.
Maybe these mechanics could buy the $8000 Rolling tool cabinet from Brand X, instead of the $28,000 Snapon equivalent?

I'm not saying that there isn't any accountability in the automotive manufacturing industry for improving the dealership service industry. Of course there is. But like so much of what is wrong with industry and culture today, blaming the CEO is just lazy and oversimplified.




Edit: my personal opinion is that one of the biggest reasons buying vehicles from Ford and having the dealership also take care of the vehicle for the lifetime of my ownership is SO much different today than when my dad was doing the same, is the dealership is now owned by a bunch of venture capitalist rather than a fella that also went to our church and frequented the same grocery store.

He is definitely part of the problem. When he doesn't pay enough for his technicians to do recalls and warranties, you become another story like the OPs. And I also have witnessed it (well, my dashcam did, recording a Sr. tech refusing to do upgrades because he wasn't going to be paid for it). So the bottom line is - Mr. Farley complained that he has 6000 empty bays (which was what prompted that video), he's part of the problem.

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[My 2ND Ford]

Knock on wood, my local dealership is still family owned and from the town they service. For how much longer guess time will tell

Yeah, my local dealer is still family owned, but the owner passed away last year and the son is running the business now, still doing a great job, but they are actively shopping the business to find a new owner. I dread the day that happens.

 

[Fordphanatic]

In today's world there are too many pencil-pushers and "supavisors" trying to micromanage tradesmen.

This right here is a major part of the problem

 

[Old Hat]

My '22 F-150 has yet to visit a dealer. I had my 2005 ZR2 Chevy Blazer 19 years and my 2015 Mercedes for 10 years and both only went in once. Except for my first new car, a 1984 Pontiac HO Trans Am, I have very little dealer service experience and no complaints. That one had a pesky, ongoing issue that took over a year and many visits to correct. Part of my non use of dealer service is due to personal ability, fear of incurring other damage while in the shop, and luck.

Knowing all the problems many have with dealer warranty service is the main reason I refuse to pay for any extended service contract from any manufacture. I'll take my chances, fix it myself if I can, or take it to the shop of my choice and pay if need be.

Considering the present (mostly) sad state of affairs, it will be interesting to see how the auto service industry plays out in the future.

 

[Saturnfire]

Not just Fords. There are 4 or 5 major "Dealership Franchises" that own 85% of all the automotive dealerships in America. A friend of mine that works at one of their corporate offices basically said they have a minimum margin to meet in the Service and Parts departments. 50% plus of their service staff have less than 3 years experience. i.e. the lube tech, runner, etc. high turnover.

My 80 year old dad who's Toyota needed to have a recall done... It took 9 months for them to "schedule it" even then they tried to tell him they noticed his cabin air filter was dirty and it was going to be $90 to replace....If they had actually looked at it they would have seen the sticker in the glove box that said STOP K&N Cabin filter. That I put in ~2 weeks prior.

Sad that they have to scam like they do.

 

[powerboatr]

Imo
We as the consumer
Should highlight crap dealers for real reasons
And also highlight good dealers
Reviews on line
Letters to Ford, general managers, owners etc when its good
And bad
Another thing I found with 2 other dealers over my years
Is one in Birmingham al
And one in new Boston Texas
Purchased vehicles at both

The thing that stood out and made the buy. Sell very streamlined
Was these 2 paid the sales people a salary
No percent of sell price, no commissions
The entire sales team..salary
It was like having an army helping in each part of sale
No pressure
No bs

 

[TarnishedCopper]

Imo
We as the consumer
Should highlight crap dealers for real reasons
And also highlight good dealers
Reviews on line
Letters to Ford, general managers, owners etc when its good
And bad
Another thing I found with 2 other dealers over my years
Is one in Birmingham al
And one in new Boston Texas
Purchased vehicles at both

The thing that stood out and made the buy. Sell very streamlined
Was these 2 paid the sales people a salary
No percent of sell price, no commissions
The entire sales team..salary
It was like having an army helping in each part of sale
No pressure
No bs

That's the way it should be!

 

[Pelican]

Here's an idea, build a better vehicle and make sure it's been put through an exhaustive qc process so that when it ends up in hands of the buyer, they don't need to go to the dealer except for routine maintenance or an occasional warranty issue.

this just may lessin the burden on dealerships. the places I go to work hard but are so busy the turnover is really high. also, they're building a huge addition on the shop, which is going to be more than double the existing.

 

[Snakebitten]

I know it's a forum, so the percentage of members that have dealt with the service department is significantly higher than the percentage of total owners that have experienced lousy service and/or faulty vehicles.

But I'm a member.

I have been driving Fords for decades. And in the 21st century I have purchased many "modern" Fords. I have 5 on my property currently.

Yet only 1 of them has ever visited the dealership for a warranty repair.

The 2012 F150 did get a TSB software update for the leadframe issue in the 6R80, but that was done during an oil change.

The 2016 F150 received a new oil pan during warranty, but that too was discovered and addressed during an oil change.

The 2017 Transit van has a little more than 200,000 miles and the only repairs it has required were long after the factory warranty. (waterpump recently)

My 2022 Powerboost is the one that has visited the dealership ONCE (so far) for the sheared axle bolt.

The 2025 Maverick and 2023 Mach-E have never needed anything except oil/filters/tires, so far.

I'm NOT claiming that Ford doesn't have QC issues. This forum and others definitely document that they do. But I am far from the only Ford vehicle owner that has products that haven't been Lemons, or even frustrating to own and live with.

Statistically I'm due less good fortune at some point. Could be tomorrow. But I'm a fairly loyal Ford customer because of the vehicles Ford has built and I have acquired. Regardless of what the reasoning is for such poor service at dealerships, so far the manufacturer has managed to keep me from experiencing it.

 

[RLXXI]

I once asked an instructor at one of the many schools they sent me to about why we were getting so many new vehicles with issues before they ever hit the lot, we literally had to jump start vehicles to get them off the transport trucks.

He told me Ford will install known bad parts to keep the line moving as it's cheaper to pay dealers to fix them than stopping the line, the insult to injury comes with warranty pay, they screw the techs intentionally via SLTS per their very admission of guilt sending vehicles out in that condition..

That was 20 years ago, keep that in mind.

 

[TarnishedCopper]

In the late 70's I worked for an AMC/Jeep Dealer in MO. This dealership sold more Jeeps than any other in the state. To get the Jeeps in the quantity they needed they also had to take AMC cars. It was not unusual for a transport to roll-up and the employees having to push Jeeps and AMC cars off the transport and get them running before they hit the lot.

 

[rtf150]

I greatly appreciate this forum and the many perspectives we share.

My findings from my research. State law prevents an automaker from selling direct. Hence the dealer franchise is the only option to sell new vehicles. That’s a problem.

As previously stated and I think by @Snakebitten if I’m wrong please call me out…but in the past the local dealer was someone you seen in the grocery store and at church where now they are owned by venture capitalist. That’s another problem.

Many many issues from the COVID era vehicles for all automakers created a different problem. We are still living those things today.

It’s complex. My point still is that how a dealership/authorized service center handles the customer far outweighs IMO the warranty/recall/one off lemons. I expect at some point my vehicle will need to visit the dealership for something…anything. That experience at that visit can be a make or break brand building or defeating experience for many.

The dealership is a reflection of the brand and as such should be defending the brand instead of blaming the company that creates their paycheck.

Yes it is Ford’s fault for creating the FordPass app so I can literally see my vehicle on your lot. It is not Ford’s fault that over the course of 14 days I can see that my truck has not moved but you tell me you diagnosed. Or tell me that I should have bought a 5.0 because that’s what they sell. Or tell me it’s my fault at a multi brand dealership because I bought a Ford…

The dealership model needs to change. Many buy .com now to bypass the dealer experience…so most do not need the dealer other than a point of contact to take possession. Remove the dealer. Sell me the truck online. Deliver said truck. Align with independent shops for service and let competition decide where we go for service which fixes the pay rate for tech’s. Just an idea. Until…the venture capitalist buy up the shops! .

I appreciate everyone’s comments and perspectives for sure. I learn a lot from all of you.

 

["Risky Bizness"]

I guess I'm one of the lucky ones. Have done business with the dealership close to me for over 30 years. Have a great group of tech's in the shop, good sales dept.

Actually, I worked as a service writer for them for 6-1/2 years, and still go to get cars from the auction, deliver new cars/trucks, and help my wife clean the dealership. It's family owned.

 

[Pelican]

"He told me Ford will install known bad parts to keep the line moving as it's cheaper to pay dealers to fix them than stopping the line,.."

what a short sighted view. I can think of many reasons this is not cheaper. 1 when ford paid for a rental for 2+ weeks and one month's car payment, I'm not convinced its cheaper. and, lets not forget the damage it has on company reputation and stress pn dealership wmployees who have forward facing roles.

I've said it before and I believe it's worth saying it again, ford must built better vehicles, implement a better qc process and please do away with ota updates. if you build it correctly at the factory, ota updates are not necessary unless the owner subscribes to a connectivity plan. I can't tell you how many times I've had to make adjustments to my settings. I bet I've averaged 1 time per week since purchase. we should not have to update our own vehicles - thats just a load of crap.

one more thing, if ford would just build the vehicle correctly out of the gate, this forum wouldn't be as necessary.

 

[powerboatr]

In the late 70's I worked for an AMC/Jeep Dealer in MO. This dealership sold more Jeeps than any other in the state. To get the Jeeps in the quantity they needed they also had to take AMC cars. It was not unusual for a transport to roll-up and the employees having to push Jeeps and AMC cars off the transport and get them running before they hit the lot.

Thats hilarious
Remember by 24 superduty that digested the internals of the transmission
It was just outside a tsb on a whole bunch that some had wrong wave bearing installed...
Fast fwd to a few months later
And my dealer had to remove driveshaft from a new 450 on the delivery truck.. it was locked up
Once it was in shop....the transmission was impossible to turn out put yoke
So a br a nd new 450, with less than 20 miles digested a transmission
How did the wrong wave bearing make it into superduty transmission build room????? On nearly 1k units

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