Ever try to order a simple part from Ford?
In a nutshell, I simply tried to find a replacement driver's side tail light for a 99 Explorer today. Figured that since you have to remove it to replace a bulb, how hard could it be to replace the thing when it's cracked. Here's a letter I had to write to Ford Customer Service today: Tells all.
To whom it may concern:
I’ve just spent nearly an hour on the internet trying to order a replacement driver’s side tail light for my 1999 Ford Explorer Sport. And when I had no luck, I tried to send an e-mail asking for instructions and was forced to fill out VIN numbers and mileage and things that didn’t apply to this simple request to order a part. No simple e-mail address was available on any site I searched on. I’m a very savvy Web user and have earned my living with computers since the ’80s.
I called your 800 number for customer service and got the polite no-service, no-help replies that angered me even more.
Since my local convenient dealership closed, I called the two closest and they were both out of stock. The last parts department I talked to told me I had to drive all the way out there to pre-pay and it couldn’t be handled with a credit card. That and the $70+ price for a piece of plastic was the last straw.
In this day of cyber communications, it seems the only way I can contact someone about this is SNAIL MAIL. It’s the 21st century.
No wonder the industry is hurting. This is customer no-service at it’s worst.
My dad retired with Ford and I’ve driven nothing else since I was 16. Now I’m 60 and understanding how angry, crotchety old men are created. My dad passed away recently and with no family discounts remaining for me, I may never buy a Ford again. There’s no incentive now.