CSP 24B67 Dealership experience

[skiteton]

TLDR; Took truck to Ford dealer for CSP and fog light adjustment. Neither was performed, have to go back. Am I justified to discuss this with the service manager/general manger or is this Ford's modus operandi?

I scheduled my 2024 Powerboost with my selling dealer's service department so they could take care of CSP 24B67 (upper radiator air deflector repair). I also asked them to adjust the fog lights upwards to within Ford's recommended aim (4" below the horizontal center of the fog lights).

I dropped it off at 7:30AM and they called me at 2:30PM to tell me it was ready for pickup. They said they adjusted the headlights as I requested. I told him that I asked for the fog lights to be adjusted, and he told me he'd double check with the tech to see what he actually did.

I got there at 4:00PM and the service advisor told me they will have to order parts for the CSP and will call to reschedule once they have the parts. They also told me the fog lights were not adjustable and handed me the paper (417-01 Exterior Lighting; Front Fog Lamp Adjustment). Printed at 3:13PM, so after they called me about pickup. The paper's 1st note was: "Horizontal aim is not adjustable." The tech must have saw that and immediately gave up. I told them I will adjust them myself.

To top things off, they couldn't find my key, so I waited for 10 minutes as they searched and played the blame game until it was actually located.

This is my local dealer, owned and operated by the 4th generation and I want to give them the benefit of the doubt. I know most people would find another servicing dealer and/or never buy from them again. Nevertheless, I am left wondering; is this common for most service departments? Where are the ones with the people (top-to-bottom) that truly care and can operate in a sensible manner?

To focus on CSP 24B67, it seems that this is common enough and easily repaired that Ford service centers should be stocked with the parts to correct it in one visit. Does anyone know if Ford service departments can stock parts for recalls, TSBs, or CSPs? Or are they at the mercy of Ford when it comes to inspecting and troubleshooting prior to ordering the corrective parts?

My dealer knew what my truck was coming in for weeks in advance. They had been calling and texting to get me in for the CSP. I feel they should have had the parts on hand.

I don't know why but this really fired me up.

Am I being unreasonable?

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[v8440]

No, you are not being unreasonable.

 

[Tone]

My stealership had trouble getting mechanics and were hiring anyone (wanted sign outside). They had some really young monkey on our brakes. He installed the calipers backwards and then they ruined other parts trying to figure out what the loud screech was. Cost $1300 to fix at another stealership.

Sued them in Small Claims and won.

 

[postman63]

I don't think it's unreasonable but it is common. I took mine in for the same recall and an oil change. I scheduled in advance. It was supposed to be ready by end of day. The service dept closes at 5:00PM. I hadn't gotten a call and since service was closed, nobody answered the phone. My truck spent the night.

I just kept my cool because there was really no upside in losing my temper. The service writer called me the next morning and explained that they just couldn't get it finished. They have a customer shuttle service...took me home and picked me up the next morning. So, no biggie.

This happened one other time at this dealer years ago. I had a battery issue which should have been easy to diagnose with a load test and replace under warranty. I took it in on a Friday at 8 AM (scheduled). They had all day and wasn't completed by 5 PM when they closed. I was without my truck for the entire weekend...couldn't pull my boat to go fishing. I raised hell. There was no excuse for this one and they did nothing to make it right. I've not purchased another vehicle from them since. I only go there for warranty service because they're the only local Ford dealer.

Service writer said the trouble is they only have so many techs and mechanics and some of them get pulled from their own work to help the less-experienced guys. They also get walk-ins and waiters. Waiters are people who stay in the waiting area and wait for their vehicle. Waiters are given priority (right or wrong) because they're pacing in the waiting room. Sometimes they just run over. I imagine they get yelled at a lot. He appreciated my understanding and comped the oil change/tire rotation for my trouble...probably because I didn't unload on him for something that was out of his control.

FWIW: Dealers are graded on are those surveys Ford sends out. I guess there is a significant impact when they get low scores. I have been told multiple times that if I have any reason to give them less than 5 stars, I should let them know so they can make it right and earn those stars.

 

[TarnishedCopper]

As far as the Ford survey, I tell it like it is! If they are incompetent, that's what goes on the survey. I also demand to speak with the service manager and personally tell him/her. If they play the game that the service manager is not available, I write a letter to the owner of the dealership with a copy to Ford offering to make a consumer complaint with the state if it is not resolved. It's only this way because we allow them to get by with it being that way.

 

[SALEEN961]

Unfortunately, your experience sounds fairly normal.

My wife's Nissan had an outer tie rod develop some play while her car was under warranty. I didn't want to make two trips to the dealer, so I called the local dealer and ordered the tie rod to make sure they would have it in stock. I then called the service number and made an appointment to have the steering checked.

When I went there, they agreed that the tie rod was bad, but they said the part wasn't in stock so I would have to come back later. I told them that I already ordered the part, and that the parts department called me last night to say they had it on hand. After a bunch of waiting, they admitted to losing the part and I had to come back the following week.

I really tried to make the process idiot proof so no one had to waste their time, but they still messed it up. To add some comedy to the situation, they insisted on giving me a free car wash that they forgot to do at both visits. They had free snacks in the waiting room, but the service department was laughably disorganized. At least the work was done properly.

After that experience, I replaced the next two failed tie rods myself. Nissan's pricing was ridiculous, but the time wasted getting free parts just wasn't worth it.

 

[FaaWrenchBndr]

Maybe it’s just me being lucky but I’ve always had wonderful experiences at dealers.

If I had that type of an experience in a dealer as Skiteton had, I would certainly be finding a new dealer.
And as stated, don’t hold anything back on that damn survey. Those things are their bread and butter. Tell it like it is, let them explain their actions.

 

[Rossi6998]

It all comes down to how good your service advisor and/or mechanic is... Are they experienced and do they care? I'm sure some of these guys/gals get abused from demanding customers on a daily basis (some of it may be justified)...

Just to give you an idea of how difficult this trade is in maintaining qualified personal, I have a neighbor whose son is a certified, experienced Honda mechanic. He left the business to work with his father at their home-based FFL gun shop. They do a descent business for a home-based FFL, but to leave a career with benefits for his passion of firearms says the dealerships and manufacturers are not trying hard enough to keep experienced personnel (IMHO).

Every time I go to my local Ford Dealership, I don't think I have seen the same service advisor twice. I don't go often, but I do go there when my two vehicles need repairs.

 

[TarnishedCopper]

It's no different than any other profession nowadays. Good mechancs make a lot more money working for anyone other than a dealership. At the dealerships yhey are always under the gun to Sell! Sell! Sell! if it's tire rotations, air filters, cabin air filters, engine, tranny or differntial flushes, wipers etc. The same thing happens at my doctor, dentist, bank etc. I seldom ever see the same person twice.New people who don't know their read-ends from a hole in the ground.

 

[Ford blue blood]

The senior service advisor at HULLDOBBS here in B-Ham has been there since I have been here. As has their senior sales manager. I have done business with them since 1995 and plan on continuing to do so. The dealership was a family business until the sons decided it was time to retire. The place is now on their third owner group and the service, personal care has remained top notch! I suspect that is largely due to the leadership and care for customers of the team.

As far as the fellow wanting to follow his passion, (FFL), there is no way any job will compete with passion! No matter the benefits. I understand as I lived that very experience and have no regrets.

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