maxglitz

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.

boomerweps

Crap. Screw factory parts. I just got a replacement aftermarket taillight lense assembly for my 1998 Expedition via eBay shipped for under $30. Exact match, made in Taiwan I think ;>) Nice looking at the replacement before pulling the old one. They have 2 screws and three snap in fittings.

Boomerweps

maxglitz

Thanks for that. I'll look into something like that again next time. I had no idea that I even could.

Rather than drive way out of town JUST to place an order and give them cash (since I couldn't phone order with a credit card) and THEN drive all the way back out there to pick it up when the out-of-stock tail light came in, I took my Explorer to a nearby Firestone dealer for an oil change and asked them if they could. For 10 dollars more than the tail light would have cost me at Ford, not counting the gas, they had one delivered that day and put it on.

In an economy where American autos are hurting, this left me with less sympathy. Some companies are having to learn the hard way about customer service.

jwko

$24.95 plus $7.90 shipping eBay Motors: TAIL LIGHT ford EXPLORER 98-01 taillight lamp 00 99 LH (item 230268899638 end time Jul-13-08 17:11:14 PDT)

maxglitz

And thank YOU. I wish I'd known. I will bookmark that seller for later. I'm of the "drive it till it drops" school, whether I can afford to be otherwise or not. According to my service people it's obvious that I take good care of my Explorer.

jstorm001

i always order from New Ford Parts - Genuine OEM Replacement for my 02 explorer never had a problem great prices to!