LHoffmanjr22
Well-known member
- Thread starter
- #31
Update to the drama:
After diagnosis; which apparently just means a mechanic listening to the block with a Stethoscope and determining that a cylinder is broken. After talking for ten hours with ford customer service over the last two weeks, being given four different contact people and having none of them return calls expect for one today, it sounds like I’ll never find out why the engine and cylinder broke and ford isn’t going to look farther into it. The service manager at the dealership is who I spoke to first, and when I asked why not, he just said they weren’t. I said I’d like to know what caused it to ensure that something that isn’t being replaced didn’t cause all this damage and he simply said that there’s never a guarantee that things won’t break. I said that’s not what I’m asking for, but rather just to ensure everything has been done to give me the best chance of this not being repeated in 9,000 miles for the same underlying reason, and he again said there’s no guarantee but that Ford won’t look any further into anything.The long block is in, but he wasn’t sure what exact components are were included in the long block and all that would be replaced. I tried asking more questions, but he told me that I’m not mechanical enough to understand these things, and that because of that he didn’t know how to explain anything else to me.
I shared these same concerns and the Ford rep from customer service told me the same thing. The technicians didn’t order a tear down, she doesn’t know why, and that things break. Usually when it’s with so few miles, it’s just a defect. She seemed to see the logic in looking further into the underlying reason for the failure, but really it just comes down to the fact that Ford doesn’t want to and won’t dig any further. She referenced out of the blue that my truck has not been out of service for more than 30 consecutive days, so I’m not owed anything, and that maybe one of the reasons is so that I’m not waiting too long for my truck. I said that I’d wait if it meant that the issue has been investigated thoroughly and any potential underlying causes were discovered. I asked about the 30 days she referenced out of the blue, but she wouldn’t comment any further. I think she was saying that I wouldn’t have a lemon law complaint because in Illinois at least it’s 30 days out of service before a car can be a lemon. So now I’m thinking that they are rushing this along so I can’t apply the lemon law. It was a totally out of the blue comment from her and really odd. As for the all the phone calls that weren’t returned, the way the service manager has spoken to me, all of the various lies about rental cars, etc, the Ford rep simply stated that she can’t comment or be responsible for anyone else’s behavior or things that happened before her, and that anything related to that would be a legal matter.
I can’t begin to say how disappointed I am in Ford. I was assured that if there was an issue with how their customer service reps handled this situation, that there would be additional training offered for the employees, and that Matt wasn’t being disrespectful when talking to me, but it’s just that I am not a mechanic. No comment on his three initial lies, where first he said he has never ever heard of Ford reimbursing anyone for a loaner car, then telling one Ford rep that he had heard Of this but his dealership had never done it, and then finally giving a different Ford rep the name of the Enterprise they usually work with. She just said at that point she needed to end the call. I was also told that I f there’s an underlying issue with this engine design or components, then I should rest assured that Ford will fix it for future customers. I’ve already bought a truck from them, so my truck isn’t a concern for them obviously. They expect the truck to be done on Monday of next week. We’ll see I guess, but given the current market, I'm pretty much stuck with this truck for the long term. It’s a lease but I had every intention of keeping this one past the lease. Stuff happens I suppose, but it seems that Ford is pretty ok with the web of people they tangle you up in when you try to get some help, that it’s intentional that no one is responsible for anything they say because you can never get in touch with them again, and that if you aren’t a mechanic you don’t deserve to know why your truck broke. It’s not even so much that the truck broke (I mean it is, and the fact they won’t look into things further is unsettling and infuriating) it’s more about how I’ve been talked to, treated, lied to, and handled when I started asking some questions.
After diagnosis; which apparently just means a mechanic listening to the block with a Stethoscope and determining that a cylinder is broken. After talking for ten hours with ford customer service over the last two weeks, being given four different contact people and having none of them return calls expect for one today, it sounds like I’ll never find out why the engine and cylinder broke and ford isn’t going to look farther into it. The service manager at the dealership is who I spoke to first, and when I asked why not, he just said they weren’t. I said I’d like to know what caused it to ensure that something that isn’t being replaced didn’t cause all this damage and he simply said that there’s never a guarantee that things won’t break. I said that’s not what I’m asking for, but rather just to ensure everything has been done to give me the best chance of this not being repeated in 9,000 miles for the same underlying reason, and he again said there’s no guarantee but that Ford won’t look any further into anything.The long block is in, but he wasn’t sure what exact components are were included in the long block and all that would be replaced. I tried asking more questions, but he told me that I’m not mechanical enough to understand these things, and that because of that he didn’t know how to explain anything else to me.
I shared these same concerns and the Ford rep from customer service told me the same thing. The technicians didn’t order a tear down, she doesn’t know why, and that things break. Usually when it’s with so few miles, it’s just a defect. She seemed to see the logic in looking further into the underlying reason for the failure, but really it just comes down to the fact that Ford doesn’t want to and won’t dig any further. She referenced out of the blue that my truck has not been out of service for more than 30 consecutive days, so I’m not owed anything, and that maybe one of the reasons is so that I’m not waiting too long for my truck. I said that I’d wait if it meant that the issue has been investigated thoroughly and any potential underlying causes were discovered. I asked about the 30 days she referenced out of the blue, but she wouldn’t comment any further. I think she was saying that I wouldn’t have a lemon law complaint because in Illinois at least it’s 30 days out of service before a car can be a lemon. So now I’m thinking that they are rushing this along so I can’t apply the lemon law. It was a totally out of the blue comment from her and really odd. As for the all the phone calls that weren’t returned, the way the service manager has spoken to me, all of the various lies about rental cars, etc, the Ford rep simply stated that she can’t comment or be responsible for anyone else’s behavior or things that happened before her, and that anything related to that would be a legal matter.
I can’t begin to say how disappointed I am in Ford. I was assured that if there was an issue with how their customer service reps handled this situation, that there would be additional training offered for the employees, and that Matt wasn’t being disrespectful when talking to me, but it’s just that I am not a mechanic. No comment on his three initial lies, where first he said he has never ever heard of Ford reimbursing anyone for a loaner car, then telling one Ford rep that he had heard Of this but his dealership had never done it, and then finally giving a different Ford rep the name of the Enterprise they usually work with. She just said at that point she needed to end the call. I was also told that I f there’s an underlying issue with this engine design or components, then I should rest assured that Ford will fix it for future customers. I’ve already bought a truck from them, so my truck isn’t a concern for them obviously. They expect the truck to be done on Monday of next week. We’ll see I guess, but given the current market, I'm pretty much stuck with this truck for the long term. It’s a lease but I had every intention of keeping this one past the lease. Stuff happens I suppose, but it seems that Ford is pretty ok with the web of people they tangle you up in when you try to get some help, that it’s intentional that no one is responsible for anything they say because you can never get in touch with them again, and that if you aren’t a mechanic you don’t deserve to know why your truck broke. It’s not even so much that the truck broke (I mean it is, and the fact they won’t look into things further is unsettling and infuriating) it’s more about how I’ve been talked to, treated, lied to, and handled when I started asking some questions.
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