Customer Experience Specialist, Ford Truck Team Case number What do they do?

[Mhubbardva1]

Wishfully thinking on my part. I am on my second dealer. The first couldn't find the source of the problems. The second dealer has only worked on one other Powerboost and Ford told them not to fix it, The fuel pump not working is a programing issue and an update was coming. Customers truck is just sitting.
Ford did reach out to me here. That is how this started. When I asked what they could do the dealer couldn't here was their response. "I will be able to engage additional technical resources to repairing your vehicle when it gets back in service. I can then reach out to Ford engineers for permanent repair solutions."
I ordered a F250 Superduty last week. I can't keep dealing with all these software issues. That truck is going to leave me stuck deep in the woods one day.

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[JEB]

Wishfully thinking on my part. I am on my second dealer. The first couldn't find the source of the problems. The second dealer has only worked on one other Powerboost and Ford told them not to fix it, The fuel pump not working is a programing issue and an update was coming. Customers truck is just sitting.
Ford did reach out to me here. That is how this started. When I asked what they could do the dealer couldn't here was their response. "I will be able to engage additional technical resources to repairing your vehicle when it gets back in service. I can then reach out to Ford engineers for permanent repair solutions."
I ordered a F250 Superduty last week. I can't keep dealing with all these software issues. That truck is going to leave me stuck deep in the woods one day.

Sounds like crap to me. The service people are the ones who reach out to engineering. Customer service engages “additional resources” by calling your dealer and providing helpful advice, like “did you call engineering?” Been there.

 

[Mhubbardva1]

Guess I learned something. Dealer service guys actually laughed when Ford came back and said my rear brake assist was constantly applying the brakes because I have a trailer hitch. Nothing can be added to extend the length of the truck.

 

[MJ Heat]

I got to say that as a long time Ford Customer with several vehicle purchases, it definitely does not engender confidence, when you hear that Customer Care Specialists do not really give a care. It makes me wonder if I should be looking elsewhere in the future.

 

[Mhubbardva1]

I counted it up the other day. I have bought over 50 Fords and only have driven Fords. This Customer Care Specialist experience has shed some light on the new Ford. I know the pandemic has caused havoc on the auto industry but Ford better start caring about customer service.

 

[Gros Ventre]

They were very difficult for the dealer to talk with, long hold time, next day call back, etc... at the end of the day did nothing and stopped responding.

 

[louie]

I'm shocked how absolutely disconnected the Ford Experience people are. MY 18 f150 was at dealer for 4 weeks for Cam Phaser replacement and shifting problems. No loaner or rental. Began my interaction with the Experience people re: Rental reimburse, and why so long to repair. When I called back, they would state no record of me previous calling.

They offered $300 for reimbursement; 1 week pickup is $1000+ right now DFW area.
So after the 4 weeks got a call from dealer, vehicle was ready to go. The very next morning, and each morning since, the transmission starts the day banging from 1 to 3, then skipping and hopping into various gears and randomly hesitating. I emailed Jasmine, who was my last contact with the Experience team, and let her know. She replied she would call the dealer and let them know. She went on to say the dealer states it is a transmission problems and I should contact them. Now that right there is some good advice. It's like they don't remember I just had it there for 4 weeks for the problem.
At one point during this whole process I requested a supvr. The supvr was worse than the rep. She talked over me, insulted my intelligence, and rule demeanor.
I'm one of the many "been with Ford for a long time" crowd that's Ram shopping because of this "Experience"

 

[mgorey35]

I'm shocked how absolutely disconnected the Ford Experience people are. MY 18 f150 was at dealer for 4 weeks for Cam Phaser replacement and shifting problems. No loaner or rental. Began my interaction with the Experience people re: Rental reimburse, and why so long to repair. When I called back, they would state no record of me previous calling.

They offered $300 for reimbursement; 1 week pickup is $1000+ right now DFW area.
So after the 4 weeks got a call from dealer, vehicle was ready to go. The very next morning, and each morning since, the transmission starts the day banging from 1 to 3, then skipping and hopping into various gears and randomly hesitating. I emailed Jasmine, who was my last contact with the Experience team, and let her know. She replied she would call the dealer and let them know. She went on to say the dealer states it is a transmission problems and I should contact them. Now that right there is some good advice. It's like they don't remember I just had it there for 4 weeks for the problem.
At one point during this whole process I requested a supvr. The supvr was worse than the rep. She talked over me, insulted my intelligence, and rule demeanor.
I'm one of the many "been with Ford for a long time" crowd that's Ram shopping because of this

 

[mgorey35]

I have a 2021 ford raptor that I purchased at the end of January this year. The truck has some type of draw that is killing the battery. I’ve been to the dealer 5 times with it. I tried calling ford about getting me another truck or buying this one back. It’s been at the dealer over 5 weeks now as they can’t figure out the issue. Ford customer experience team has been awful. Dealer has been really good to me but I didn’t spend 93k to drive a hatch back loan.

 

[powerboatr]

I have a 2021 ford raptor that I purchased at the end of January this year. The truck has some type of draw that is killing the battery. I’ve been to the dealer 5 times with it. I tried calling ford about getting me another truck or buying this one back. It’s been at the dealer over 5 weeks now as they can’t figure out the issue. Ford customer experience team has been awful. Dealer has been really good to me but I didn’t spend 93k to drive a hatch back loan.

on super duty it was battery junction box issue they changed mine under warranty
on my 22 f150 the battery kept going down to trigger deep sleep and we found the battery installed at build was not right one as specified by the build book
customer relations people here , i assume spoke with my dealer as it was changed out with no question and very fast, when i called my dealer , i got right in and it was swapped.
now i get deep sleep after about 5 days of no driving. and thats with the draw of the dash cam in park mode
i have had positive results with ford customer relations for over 30 years. sometimes the answers given to dealers is weird or OMG really? but it so far has ended up a fixed or correct issue
although my warranty issues have been very few and far in-between

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