The Taipan
01-04-05, 09:08 PM
Despite the risk of tempting "Fordless" into more whinging, I would like to discuss in further depth issues with service departments, and how to deal with them...
As you already know from a previous thread on this issue I had a few problems with my TX RWD which despite strong promises from the service department were not cleared up - I had booked the car in for a list of jobs to be done and when I came to pick up the car at the advised time, the car was not ready. It would have been to difficult to get back there again as the dealership is on the other side of the city and we only have one car... During the night I called many times to obtain an update on the car but did not get any information from the service manager assigned to my car. I arrive in the morning to pick up and nothing is done! After I arrived they replaced a loose rear vision mirror, ordered a part and apologised.
That's history, today I arrive to have the problems fixed, parts fitted, and a couple of new problems attended to. I had a quote of 3-4 hours for the jobs in total. Impressive (or perhaps a little optimistic) - I rang at midday to check on progress - they asked for a couple more hours... that's reasonable I thought, there was a lot of small jobs to be done. So at 2pm I arrive, at 245pm the car is finally ready... or so he thought...
The guy pulls up, proud of himself, and expecting me to be impressed, and in fact he was right - until I tested the left rear door (has been adjusted four times) didn't close... then I tested the glass boot door... wouldn't lock... nothing had been done again!!! I rang my wife in front of the service guy to say I was going to be a while, nothing was done again and I wasn't coming back until I had some answers, while I was trying to convince her I was not performing an April Fools joke, the service dude jumps in my car and drives off!
I don't see him for 15 mins, but he eventually returns with some answers...
The LHR door had been adjusted again, but any further adjustment requires a panel beater and that requires FoMoCo approval. Seems to be common to another vehicle they had there today.
The rear access window is a common fault with Territories apparently there is a rod which joins the button to the mechanism, this came out of the factory too long and needed to be shortened - this had been done, but needs to be redone, and takes about an hour to do.
The brake pedal had been fixed - but they didn't need to replace it after all (this was the part that had been ordered on the previous job), they only needed to adjust it...
A noise in the rear suspension had been identified, and repaired be removing the bushes, regreasing the joints and replacing the bushes. First corner after I left the dept, it was back again?!?
A noise in the dash - which had been repair two trips to the service department ago, has started to reoccur, but didn't show its ugly head - I can understand it is pretty hard to fix a problem when its not there, but originally they suggested that one of the wiring looms were loose in the firewall and that was resecured - surely just checking that out would be of benefit.
A seatbelt on the passenger front seat is loose and is a safety issue. No belts in stock - need to rebook to come back again... I guess its lucky though, as they still need to fix all the other problems!!!
Now here's the problem, I don't want to go to another dealership for a few reasons... I have built a very good rapport with one particular dealer, and I have sent him a lot of business. That relationship is important to me, but not as much as my own integrity - if I recommend someone to him for a car, I am recommending the entire dealership, and ATM I cannot do that. I have given him a call and he is on to the GM as he doesn't want to lose my custom or that of my referrals - I am yet to hear back from him.
Its very dissapointing though for him, he works very hard and does a great job of selling the vehicles and is a good honest bloke at the end of the day... Ford themselves have done a great job on design of a great couple of products (Falcon and Territory), and sure there are the occasional "Friday-afternoon" failures, which means that Ford relies on a good service department to rectify those faults, but it is really frustrating to see such disorganisation, and blatant lack of consideration of the customers needs.
:rant:
OK I have had my vent of frustration - although there are previous dealings which I could have added to this one, but I think you get the picture... I obviously have a good relationship with a dealer, knowing that he looks after, not only me and my family, but my referrals as well (and very well), but do I have to put up with sub-standard (actually that is overrating it) service to keep that going? Or would you have cut and run? Hopefully my dealer mate will save the day and the service department will suddenly become a wonderful place?
I'm interested in your opinions...
As you already know from a previous thread on this issue I had a few problems with my TX RWD which despite strong promises from the service department were not cleared up - I had booked the car in for a list of jobs to be done and when I came to pick up the car at the advised time, the car was not ready. It would have been to difficult to get back there again as the dealership is on the other side of the city and we only have one car... During the night I called many times to obtain an update on the car but did not get any information from the service manager assigned to my car. I arrive in the morning to pick up and nothing is done! After I arrived they replaced a loose rear vision mirror, ordered a part and apologised.
That's history, today I arrive to have the problems fixed, parts fitted, and a couple of new problems attended to. I had a quote of 3-4 hours for the jobs in total. Impressive (or perhaps a little optimistic) - I rang at midday to check on progress - they asked for a couple more hours... that's reasonable I thought, there was a lot of small jobs to be done. So at 2pm I arrive, at 245pm the car is finally ready... or so he thought...
The guy pulls up, proud of himself, and expecting me to be impressed, and in fact he was right - until I tested the left rear door (has been adjusted four times) didn't close... then I tested the glass boot door... wouldn't lock... nothing had been done again!!! I rang my wife in front of the service guy to say I was going to be a while, nothing was done again and I wasn't coming back until I had some answers, while I was trying to convince her I was not performing an April Fools joke, the service dude jumps in my car and drives off!
I don't see him for 15 mins, but he eventually returns with some answers...
The LHR door had been adjusted again, but any further adjustment requires a panel beater and that requires FoMoCo approval. Seems to be common to another vehicle they had there today.
The rear access window is a common fault with Territories apparently there is a rod which joins the button to the mechanism, this came out of the factory too long and needed to be shortened - this had been done, but needs to be redone, and takes about an hour to do.
The brake pedal had been fixed - but they didn't need to replace it after all (this was the part that had been ordered on the previous job), they only needed to adjust it...
A noise in the rear suspension had been identified, and repaired be removing the bushes, regreasing the joints and replacing the bushes. First corner after I left the dept, it was back again?!?
A noise in the dash - which had been repair two trips to the service department ago, has started to reoccur, but didn't show its ugly head - I can understand it is pretty hard to fix a problem when its not there, but originally they suggested that one of the wiring looms were loose in the firewall and that was resecured - surely just checking that out would be of benefit.
A seatbelt on the passenger front seat is loose and is a safety issue. No belts in stock - need to rebook to come back again... I guess its lucky though, as they still need to fix all the other problems!!!
Now here's the problem, I don't want to go to another dealership for a few reasons... I have built a very good rapport with one particular dealer, and I have sent him a lot of business. That relationship is important to me, but not as much as my own integrity - if I recommend someone to him for a car, I am recommending the entire dealership, and ATM I cannot do that. I have given him a call and he is on to the GM as he doesn't want to lose my custom or that of my referrals - I am yet to hear back from him.
Its very dissapointing though for him, he works very hard and does a great job of selling the vehicles and is a good honest bloke at the end of the day... Ford themselves have done a great job on design of a great couple of products (Falcon and Territory), and sure there are the occasional "Friday-afternoon" failures, which means that Ford relies on a good service department to rectify those faults, but it is really frustrating to see such disorganisation, and blatant lack of consideration of the customers needs.
:rant:
OK I have had my vent of frustration - although there are previous dealings which I could have added to this one, but I think you get the picture... I obviously have a good relationship with a dealer, knowing that he looks after, not only me and my family, but my referrals as well (and very well), but do I have to put up with sub-standard (actually that is overrating it) service to keep that going? Or would you have cut and run? Hopefully my dealer mate will save the day and the service department will suddenly become a wonderful place?
I'm interested in your opinions...