FORD Contacted Me about my Service Experience!!

csv8 · 03-11-2011, 02:06 PM

Is this something new ? Never been contacted before.!! Maybe, times are a changing??

Dear Mr. (deleted my name)

Thank you for choosing Southside Ford - Parts & Service Only to service your Ford Falcon 453KDM.

At Ford we believe that making great cars just isn't enough. We want our service and your experience to be great too. So we'd like to get feedback from you on your service experience on your Ford Falcon, as well as your dealings with Southside Ford - Parts & Service Only .

Please take a few minutes to complete our online survey regarding the service of your vehicle. Whether it's all good, or perhaps not so good, feedback is important to us. If there are areas we need to improve on, we need to know about them. The more we listen and learn, the better your experience as a Ford customer will be.

Please click the "START" button below to begin.

Thank you in advance for your time.

Yours sincerely,

Stephen Kruk
General Manager, Ford Customer Service Division
Ford Motor Company of Australia Limited

Joe5619 · 03-11-2011, 02:09 PM

Not new.. I've been getting them sinse I bought my FG in Jan 2010

69Mach1 · 03-11-2011, 02:17 PM

Good Customer Service and I suppose they are trying to retain your business. I've had Subarus for daily drivers the past few years and most of the time a Service Rep actually phones you after the service and asks you to rate it....anything below 8/10 and they want to know why and try to make it right. Once, after I rated my experience a 6/10 and complained about being charged for injector cleaner at about 12500km they gave me $100 voucher off the next service......I felt like I had been ripped off so at least they tried to make it right.

Mind you the servicing is more expensive than my EF & BA used to be so I'm sure they made it all back....and then some.

NX74205 · 03-11-2011, 02:19 PM

I get a phone call from my dealer within 5 working days from my service asking me whether I was satisfied with the work done. I'd probably prefer an online survey to a phone call, but at least it's good to know that they want to know whether I was happy with their service. Inevitably, I'd say I'm happy with the service - they don't ******** me, they just tell me what needs to be done, and they seem very knowledgeable about the car, but I'm not entirely satisfied with their prices. I guess there aren't enough people complaining about their prices for them to drop it a bit ...

naddis01 · 03-11-2011, 02:27 PM

I have only ever had positive experiences with my local dealer (Keith Gill Motors in Griffith). They make a courtesy call the day before and the day after the service. In fact about a month or 2 ago I was able to make a warranty claim about a month after my warranty had expired. Like I said I feel I get great service from my local dealer. And to top it off I have never bought a car there. Both our new Fords were bought elsewhere.

Sam_Boss260 · 03-11-2011, 02:35 PM

I always get a text message the day before my service to remind me, and a text a couple of days later asking if I was satisfied.

That is with Southside.

No.6 · 03-11-2011, 06:49 PM

I had a call from peter warren smithfield today about service quality with my car recently. Told them i was extremely happy with them. Good team over at Peter Warren Smithfield.

mik · 03-11-2011, 09:16 PM

nice to hear some good reports.

Joshmcmillan · 03-11-2011, 10:09 PM

I got a letter asking about my experience when getting a brake fluid change from Gran McCarrol Ford (in Armidale).

Despite popular opinion, they actually seemed pretty good. They were cheap, and informed me of another problem they noticed and told me how to fix it assuming that I would be doing it myself.

Pedro · 03-11-2011, 10:11 PM

I got one in 2005 after my BF F6 had been at the dealers for a week while they tried to sort out the miriad of problems. You can imagine my reply.

tapeworm · 08-07-2015, 07:25 PM

Quote:

Originally Posted by Pedro

I got one in 2005 after my BF F6 had been at the dealers for a week while they tried to sort out the miriad of problems. You can imagine my reply.

exactly like my experience at local Ford dealership..they had my car there for a week, charged 4k and car still had problems...never going back.

**SSD-85** · 03-11-2011, 10:22 PM

I got wonderful after-sales service when I bought secondhand (!) from Byrne Ford Kedron. They actually called me to ask if I was enjoying my Ford & if there was any problems at all (inclusive of stat. warranty or not!) then not to hesitate in contacting them. This was proven when I did need something addressed.
Mind you, this was around 5 years ago, times & people may have changed...

As for Ford themselves, they were prompt in answering my enquiry that had nothing to do with a potential sale, and were FRIENDLY and HELPFUL about it.

Rodp · 03-11-2011, 10:24 PM

Used to get them all the time when I used to take my car to Peter Warrens. Every time I kept telling them to stop trying to sell me snake oil an hour after I drop off the car. They never listened.

aussie muscle · 04-11-2011, 09:39 AM

i've gotten fairly good service from my local ford dealer, but then the biggest warranty repair was the little pips they filled the holes in the ute tray (where you'd install the soft tonneau clips) kept falling out. i lost half of them in the first three years. if ford hadnt' drilled them out in the first place it would have been even better.

flappist · 04-11-2011, 09:58 AM

I have had quite a few of them on service and sales from various dealers and manufacturers over the years.

Telling the truth rather than "embellishing" is the go.....

Anthony Ferg · 08-07-2015, 11:23 AM

BEWARE NEW CAR DEFECTS. Really disappointing experience with Ford Australia happening at the moment. Legal action appears to be the only choice we have left. No wonder sales are down 21% this year if this is the way you treat honest customers. Ford is destroying their own reputation. Already two companies witness to our experience now decline to deal with Ford.
After purchasing our first new car and always Ford supporters we were incredibly proud to be the owners of the Territory. Still within warranty it appears we have purchased a defective vehicle with more than one serious production failure confirmed. Ford went against their own service agent's master mechanic team's advice and did what we believe to be an unsatisfactory repair. This opinion is supported by industry expert engineers. The Customer Service has been nothing short of appalling with evasive tactics and at times dishonesty in the hope they could wear us down and we would go away. Every party involved including the Office of Fair Trading have found Ford's representative to be "a brick wall", highly unprofessional and certainly not caring for the customer.
Then after deciding it was better to cut losses and sell the car we had a panel dent repair organised. The smash repairer found extensive internal rust that warrants further inspection under the vehicle warranty but again Ford use excuses to avoid accountability. Engineers and assessors have given us their opinions and even they are horrified that we are being treated like this. We paid for a product trusting Ford to deliver quality, integrity and honesty. In this case Ford has breached Australian Consumer Law. How about you stand up Ford, do the right thing for us and replace the faulty product instead of cheap patch up jobs, fancy talk and fobbing us off. Shame on you. Production failures occur. That we understand. Mistakes occur but it is our actions after that define us. What defines Ford these days? What will the CEO do when he learns what is happening under his watch!!!

Express · 08-07-2015, 12:41 PM

Quote:

Originally Posted by Anthony Ferg

BEWARE NEW CAR DEFECTS. Really disappointing experience with Ford Australia happening at the moment. Legal action appears to be the only choice we have left. No wonder sales are down 21% this year if this is the way you treat honest customers. Ford is destroying their own reputation. Already two companies witness to our experience now decline to deal with Ford.
After purchasing our first new car and always Ford supporters we were incredibly proud to be the owners of the Territory. Still within warranty it appears we have purchased a defective vehicle with more than one serious production failure confirmed. Ford went against their own service agent's master mechanic team's advice and did what we believe to be an unsatisfactory repair. This opinion is supported by industry expert engineers. The Customer Service has been nothing short of appalling with evasive tactics and at times dishonesty in the hope they could wear us down and we would go away. Every party involved including the Office of Fair Trading have found Ford's representative to be "a brick wall", highly unprofessional and certainly not caring for the customer.
Then after deciding it was better to cut losses and sell the car we had a panel dent repair organised. The smash repairer found extensive internal rust that warrants further inspection under the vehicle warranty but again Ford use excuses to avoid accountability. Engineers and assessors have given us their opinions and even they are horrified that we are being treated like this. We paid for a product trusting Ford to deliver quality, integrity and honesty. In this case Ford has breached Australian Consumer Law. How about you stand up Ford, do the right thing for us and replace the faulty product instead of cheap patch up jobs, fancy talk and fobbing us off. Shame on you. Production failures occur. That we understand. Mistakes occur but it is our actions after that define us. What defines Ford these days? What will the CEO do when he learns what is happening under his watch!!!

That’s a lot of negativity without offering any detail.

HULK_I6T · 08-07-2015, 02:20 PM

Quote:

Originally Posted by Anthony Ferg

BEWARE NEW CAR DEFECTS. Really disappointing experience with Ford Australia happening at the moment. Legal action appears to be the only choice we have left. No wonder sales are down 21% this year if this is the way you treat honest customers. Ford is destroying their own reputation. Already two companies witness to our experience now decline to deal with Ford.
After purchasing our first new car and always Ford supporters we were incredibly proud to be the owners of the Territory. Still within warranty it appears we have purchased a defective vehicle with more than one serious production failure confirmed. Ford went against their own service agent's master mechanic team's advice and did what we believe to be an unsatisfactory repair. This opinion is supported by industry expert engineers. The Customer Service has been nothing short of appalling with evasive tactics and at times dishonesty in the hope they could wear us down and we would go away. Every party involved including the Office of Fair Trading have found Ford's representative to be "a brick wall", highly unprofessional and certainly not caring for the customer.
Then after deciding it was better to cut losses and sell the car we had a panel dent repair organised. The smash repairer found extensive internal rust that warrants further inspection under the vehicle warranty but again Ford use excuses to avoid accountability. Engineers and assessors have given us their opinions and even they are horrified that we are being treated like this. We paid for a product trusting Ford to deliver quality, integrity and honesty. In this case Ford has breached Australian Consumer Law. How about you stand up Ford, do the right thing for us and replace the faulty product instead of cheap patch up jobs, fancy talk and fobbing us off. Shame on you. Production failures occur. That we understand. Mistakes occur but it is our actions after that define us. What defines Ford these days? What will the CEO do when he learns what is happening under his watch!!!

Plenty of happy ford owners.. Your story appears terribly one sided. Usually there are a few details that level up the situation a bit.

What you want changed and what is reasonable cod be entirely different. If a light bulb is out do you change the whole front end?

Give is a few more details before condemning ford

Vesper Martini · 08-07-2015, 02:40 PM

Quote:

Originally Posted by Anthony Ferg

BEWARE NEW CAR DEFECTS. Really disappointing experience with Ford Australia happening at the moment. !!!

Sorry but if you don't supply more details ,all the readers here will write this off as meaningless Trolling,

For all we know you could be complaining about a 2004 SX Territory and expecting warranty.

No details no sympathy.

Nice thread dig by the way

superfly · 08-07-2015, 12:46 PM

As this is your first post, I assume you came on here only to badmouth Ford and vent your frustration. Whilst I feel for your situation, I am totally happy with my Ford. This is the first Ford I have ever purchased and I've had my license for 28 years. I previously bought a number of brand new Hyundai's before switching to new and second hand Subaru's and now onto Ford.

Your story is only one side of the story. And I don't believe for a minute that Ford sales have declined only due to their customer service. Australia fell out of love with the big rear wheel drive cars is probably the main cause.

Every manufacturer has a customer with the same story as yours. They also have numerous stories of happy customers. I won't be changing my opinion of Ford based on your situation. I will judge them on my own circumstances.

I hope you get your issue sorted.

gcg2503 · 08-07-2015, 01:46 PM

Interesting first post.

caprispecial · 08-07-2015, 02:17 PM

Yeh how dare he. He should wait until hes done at least fifty posts before he badmouths ford like that.

LoudPipes · 08-07-2015, 03:02 PM

Quote:

Originally Posted by caprispecial

Yeh how dare he. He should wait until hes done at least fifty posts before he badmouths ford like that.

I don’t think members would care if he took Ford to task in a first up post if the post shed some light on the problems.

There are plenty of owners here who’ve had their share of problems with warranty issues that would be quick to offer sympathy but again, how do you support someone when you don’t know what you’re supporting.

The OP should come back and give some detail on what has gone wrong and the timeline of their dealings with the Dealership or Ford or both.

I won’t prejudge the OP and I don’t know about elsewhere but in NSW it’s currently school holidays and that is a time when trolling can increase.

Smoke Pursuit · 08-07-2015, 02:56 PM

The rust is a well known issue within the industry.

As soon as you say rust repairs Ford Falcon or Ford Territory repairers dont want to know you because they simply cannot be fixed.

GTP534 · 08-07-2015, 04:44 PM

^^^^ Loudpipes, he's not the OP. Helluva of a first post but they should give details to provide balance as you say.

LoudPipes · 08-07-2015, 06:37 PM

Quote:

Originally Posted by GTP534

^^^^ Loudpipes, he's not the OP. Helluva of a first post but they should give details to provide balance as you say.

Yeah got that wrong.

He hasn't come back to provide any additional info?????

If I was that unhappy I'd be letting everyone know exactly why.

**Kingsley** · 08-07-2015, 06:23 PM

I've been getting emails from Ford thanking me for getting my Falcon serviced at Adrian Brien Ford in SA. Weird because my Falcon was serviced in Coffs Harbour in January before I bought it and I've never been to Adrian Brien Ford in SA. I fact I haven't been in SA since 1988!! I live in NSW. I replied to the first email to correct the details but another two have since turned up!!! The only thing I can think of was my old FG has ended up in SA and the they've used my name which was in the log books.

bernbo · 08-07-2015, 07:16 PM

I got contacted a few weeks ago from a company doing research for Ford as i had just bought a new fgx. The research is also for ford head office in America and covered heaps of things from paint and panel fit to how the service was and just about every aspect of the car and of the last car I owned. I had to give permission for the transcript to go to the states. So I really do think they are trying to change.

**Kingsley** · 09-07-2015, 08:59 AM

I have a choice on which Ford dealership I get my car serviced. Local dealership isn't bad for the straight forward simple stuff but needlessly stressful when it comes to warranty issues and time frames. It's sister dealership in Newcastle seems to have a better reputation in that area and were very helpful last time I needed assistance with warranty issues.

Ben73 · 09-07-2015, 11:15 AM

Got a call 2 days after I took mine in for it's first service. The call ended pretty quick when I told them I hadn't got my car back because the dealership damaged it.