Ford’s Customer Service

[Cobrafan]

OK ladies and gents, I can’t believe how horrible and unresponsive Ford customer service is once you run into a legitimate roadblock with a local dealer or their parts department. There is no recourse whatsoever above the dealer level at a zone or regional level. You are referred to online nonsense with some AI., or a person, that has no authority to do anything but forward your complaint to some invisible person that never gets back to you. You can’t talk to anyone above the initial person that picks up the phone. Before long, they are rude and obnoxious and essentially say, to bad so sad, that is your only option except to write a snail mail letter to Ford customer service that goes unanswered. We have been loyal Ford customers for years. Probably 15 or so vehicles since 2000. I’ve purchased two F150 King Ranch’s since January 25th. A new 2024 in January and a new 2025 in March. There is nobody in the entire Ford corporate structure to resolve issues. We had two relatively simple issues. I ordered a drop down step for the 2024 King ranch from the Ford Parts website. $460 plus shipping. Conflicts in scheduling caused a delay in installing it. The 30 day return elapsed. Week 5 or 6 I tried to install. The drop down step no longer fits the towing hitch. There is an additional support brace that does not allow it to be bolted on. They told me that because it didn’t fit, and it says on the website that it fits, they won’t take it back because it is past the 30 day return policy. IT DOESN’T FIT AND THE WEBSITE SAID IT WOULD FIT. I’M NOw STUCK WITH A $460 DROP DOWN STEP THAT DOESN’T FIT EITHER A 2024 OR 2025 $80,000 TRUCK. The second issue is a warranty claim for a wrinkled passenger front seat. One service Rep saw the problem, ordered the part, and they didn’t contact me when it came in because she left the dealership. When they contacted me they said that if I didn’t bring the truck in for the service that they would have to send the part back. They gave me less than a week. I was out of town and couldn’t get it in. When I took it in, they told me they sent it back and now me that if I wanted this warranty item, they could not and would not resubmit the claim. I would have to pay for the seat cover and installation, and basically fight them for reimbursement. There is no recourse at Ford to even explain this to a rational person. So, I’m stuck with a wrinkled seat on an $80,000 truck and a $460 drop down foot step that I get to use a a boat anchor. I guess I forgot that old Greek saying, “caveat emptor”. It certainly is a Greek tragedy.

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[grayDawg]

This is just absolutely pathetic. There's no excuse for this kind of hassle on such expensive hardware. I live in Glen Rose and bought mine in May of '24 at Triple Crown in Stephenville. Not knowing where your referenced dealer is located, you may try them. I haven't had any warranty issues but have bought OEM items from them and everything worked out OK. Every day some major company or any customer "care" entity will decide to use the chat bots and AI services and do away with real people. Or go through some menu driven answering service and requiring you to push 25 numbers only to get cut off or told to call another number. Where has the simple life gone? Glad to be in a tiny town and away from the metro-mess of DFW.

 

[Paul Neubauer]

Ford customer service has been absolutely useless with my truck that has never been fixed and nobody can figure out what is wrong with it.

I have had around 10 different reps from Ford associated with my truck over the years and I could never get ahold of most of them and would never get a call back. The few that actually did call and check on the truck just simply relayed the exact same info the service advisor had already told me.

They really have no purpose or power to do much of anything other than saying we would like to give you a free extended warranty to go away and stop bothering us. If you already paid for the extended warranty then you are just out of luck.

 

[TarnishedCopper]

It is obvious Ford just doesn't care. They have our money, that's all they care about. They have designed vehicles with every whiz-bang accessory you can think of and cannot support them.

This is similar to what Deere and company lost a major lawsuit over when they decided that farmers could no longer troubleshoot or fix their own equipment.

Old ways die hard. Ford seems to want to hawk their great customer service and since we as owners do not have a unified voice to counter them, everyone who has not had problems with a Ford product thinks all is well.

That plus despite their vehicles getting more complicated, they do not have nearly enough people who are competent at electronic and computer troubleshooting.

If Ford would syphon off some of their advertising funds, and redirect them towards using higher grade dependable parts, training technicians, and supporting owners, they would not be in the position as they are now!

 

[digitaltrucker]

I contacted the OTA folks about my 21 not getting updates. They told me I needed a dealers assistance to force them. I told them that I had and that they the dealer wanted $1500 for the updates. The OTA folks transferred me to the Ford CS and told them of my problem.

Long story short, they told me they had no money for assistance like this and to go back to the dealer and if that did not work out, call them back! ROTFLOL

 

[LBoy]

Lack of customer service, or caring seems common in all business. Only way I get results is to find public company annual reports, or search private company business license registrations and send certified letters to top executives documenting my attempts to resolve the problem, and requesting their assistance. Usually this helps move things along.

 

[Packers Fan]

I do not understand why the step will not fit; I have a 2024 KR and installed one myself. I am guessing that you are talking about the center step for the Pro Access Tailgate. The biggest problem I had was getting one. Do you have a different towing hitch?

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