Extremely Disappointed with Ford Customer Service

[BeerBottleWizard]

I posted this originally on a different forum on February 29th, but I'm irritated by this enough that I'm spreading the word. I originally posted about THAT issue in August of 2022.

Long story short, from the first day of ownership of this truck, the auto tailgate hasn't worked properly. I know it's not a huge problem, it's just annoying when you pay for something and it doesn't work.

Since then, the dealership hasn't been able to fix it. Fast forward to October of last year. They said they needed to replace the tailgate motor. I was skeptical that this would fix the issue, since the tailgate would work eventually, but I told them to go ahead.

It took them four months to get the part in. When it finally came in, they called to schedule service. That service was done last week. The problem remained. I called them yesterday and the quickest they can get me in is halfway through March. I told them to go ahead and schedule it, but they told me not to drive it much since I was at 35,200 of my 36,000 mile warranty limit.

I called Ford support today and they were firm that even though this issue has persisted since the day I drove off of the lot, I could not go over my 36,000 mile warranty or I would be responsible for costs, despite the amount of time it took for them to receive the parts. They tried the local dealership, who maintained they couldn't get me in any sooner. They suggested I go to the dealership of purchase, which is 600 miles away. They called two others I was willing to drive to, who also could not get me in any sooner than the local dealership. Then they told me to just keep calling other dealerships to try to get a closer time.

I really enjoy my truck, but the support I've received about this will probably be the kicker on getting any future Ford vehicles.

I posted this update to that today:

Well, here's an update for everyone on this garbage.

I barely drove the truck leading up to the time it had to be at the dealership. I kept it below 36,000 miles (35,566, to be exact). The dealership called me shortly after they had it and told me they couldn't get the tailgate lift issue to replicate. I told them to keep it because it was still an issue. A couple hours later, they called and said they randomly tried it and they have seen the issue. Said they scanned it and it popped a code for the tailgate motor. They replaced the tailgate motor the last time it was there, so that's obviously not the issue. I told them to perhaps look into the module, but no go.

They said they'd order the motor and let me know when it came in (it took the motor 4 months to arrive when. They would cover the problem past 36,000 miles until the motor got here.

I asked if this did not fix the issue, what would happen, since I obviously would be past 36,000, and they said no, and I'd have to go through Ford to get anything approved.

Here's the problem: I called Ford this morning about this issue after they already had my truck. The representative told me they would be giving me an extended coverage plan for 2 years, and all I would have to do is pay a $100 deductible. This sounded too good to be true, but I agreed to that, and asked them to send me confirmation to my email. They said they would when we got off the phone. I verified my email address. I also asked for any sort of identifying information in the event I had to call back. All the rep gave me was the name "Jae". She refused to give me an employee number or even an extension in case I had to refer to this.

After the dealership called me and said they were ordering the part, I called Ford customer service back. They had no record of my call this morning, told me my case was closed on the same day as the previous call (February 29th, the same day I posted this thread), and only the agent that closed it can reopen it (she will not return until later this month.

So, yeah, gotta say, definitely my first and my list Ford vehicle. I don't know that GM customer service would've done anything differently, but this has been a horrible experience with Ford.

I know this has been lengthy, I just want everyone to know how awful this has been for me. I know the problem isn't a big deal, it's just supremely frustrating that a feature I paid for hasn't worked since day one of ownership.

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[EL5_Zero]

Would it be possible to start a lemon law case against Ford for not being able to resolve the issue?

 

[Ford Motor Company]

I posted this originally on a different forum on February 29th, but I'm irritated by this enough that I'm spreading the word. I originally posted about THAT issue in August of 2022.



I posted this update to that today:



I know this has been lengthy, I just want everyone to know how awful this has been for me. I know the problem isn't a big deal, it's just supremely frustrating that a feature I paid for hasn't worked since day one of ownership.

Hello there. Can you please send over a message with your VIN and the name/location of the dealer you are currently working with? I would like to look into this case you had created on my end.

 

[Knight’s Garage]

Ford Customer care is a joke! I purchased a 2023 Platinum that was in Ford service loaner program. I was told about the 3k miles on it which i was ok with. But was not told about loosing 6 months of my factory warranty or that all the connected services like Blue cruise, XM radio, etc.. Matter of fact i had no XM trail left. I contacted Ford customer service via telephone and they basically notated my concern and blew me off. I contacted the dealership who just said they were sorry i wasn't told and there is nothing they can do. Then i contacted Ford motor company on here with my concern who just in the end said i could buy an extended warranty. I have bought dealer loaners and demo vehicles before a few times and i have never had the factory warranty start before i bought it. Ford could easily give me a 6 month extended warranty to make up for it but will not. Just like when they deleted all these items from a truck and gave a very small of in some cases no discount but they somehow have the parts i can just go buy the parts to add them back myself. Ford just knows we just take this good ole Ford Di*king and buy it anyway. I have bought many Ford vehicles, Mustangs, fusions, explorers, and this was my first Ford truck and it may be my last Ford I buy. This experience has just burned me out.

I know this is a bit of a rant but D@mn im mad about it...

 

[Hendog]

I dread anytime I need to take my truck in for service. Even an oil change. Why generally go to quick lube. This will likely be reason I do not go with Ford next time around. I have four dealers within proximity to me. All are bad. We'll sell ya something, but then you're on your own!

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