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Ok, here is where we stand as of today. Maybe some of you can give me advice on how to handle the situation to my advantage. I finally broke down and took the car to a dealer for service. I figured the extra money would be worth the quick repair, assurance of quality, knowledge of the car & it's problem, and the ease of dropping it off and picking it up. I told them right away I wanted to know what the broken part in the engine was & an estimate of replacement, as well as for them to replace the ignition switch. Thats it. I was told I could not have that done, and because of the nature of the symptoms they must conduct 2 hrs of diagnostic time on the car to track down the problem. The service manager assured me that the ignition switch was not the only problem. Well, 4 hrs later I get a call telling me the diagnostic time is done and it is $110.00 US for just that. The broken engine part, HE THINKS, is called a idle control valve or a 3-way valve. He said they dont make it anymore and the only way to get one would be to find a junked car and pull it. The electrical problems traced back to being only the ignition switch like I told them it was thanks to all of your help. It would be about $100.00 more to fix it. I said they should go ahead, and 2 hrs later I get another call. They explain that the tumbler assembly doesnt seem to work with the new switch and they need to replace it at $80.00. I get really mad and finally agree with the promise that I will be able to either use the old key or one new key for both the door and ignition. I am later called with a total, an assurance everything is working perfectly and the final remark to have a great evening and pick up the car any time. I pay a taxi to take me to the dealer. I get in there pay my bill and get the keys. The problem is that I only left ONE key. I said, "this isnt my key". The cashier replies, "yes it is. That matches your number, they're your keys". I calmly explain that my car had one key, this ring has two and that neither look like my key. She explains that I must then have new keys, and that I should just try them before complaining... at which point the service personel snicker behind me. I take my new keys out to my car to find it locked up tight. I try both keys in both doors and the trunk, then flip the keys and try again. I can't get in. I go back to the service counter, angry but somewhat content because I knew this was going to happen as soon as I saw the keys and happy that their snickering was going to be seen as premature... well, so I thought. They make fun of me for not knowing how to use a key, and go to the car with the keys to open the door and drive the car to me. About 15 min. later the guy comes back in and darts to the back. He talks to his boss, they both look at me, talk, and then come out to explain that the keys must be a rough cut and because my old locks are so old, that they cant work with such a high quality freshly cut key... so they will grind it down and it'll be set in 30 min. Now Im late to be back to work and livid because I know theyre lying to my face because they messed up, dont know how and are trying to cover their tracks and asses. Finally I demand to know whats going on because I dont want people breaking into my car without keys unless I authorize it. They guy asks me to wait, calls a guy named Dan (the guy that took my car in during the morning shift) and I hear him say "no, he isn't going to like that". Then a 2003 Ford Focus pulls up and they say, how do you feel about driving this new car until Monday or Tuesday? Now I am furious because I have no input as to the situation and this is supposed to be the dealer, where high prices equates good service and no screw ups like this. It's Friday, I need my car on Saturday, and I planned on getting that engine part replaced on Sunday as well as doing the wheel bearings myself on Sunday... I should add that I found that obsolete engine part myself from a Mazda dealership for $60.00... another screw up. I demand to know what's going on. I ask them if they bothered to test the new keys on the ignition or door and they said no. I asked why they would lock the car up without testing the new key, and they had no answer. I asked why there was no record of what happened, where the old key was or what the new keys were really for or why they didnt work... no answer. I demand they find the old key and a man steps forward and explains that he indeed did know where it was... it was in the car, locked up. They could get in and get it, but it wouldnt work the ignition, and I should be thankful that they are offering a car to drive until Monday when someone can look at it. I explode because they are treating me like the ass for THEIR mistakes... for wanting to know what was going on and how it would be fixed... for being told things would be delayed until several days later when THEY could "get around to it". For laughing at me when I first asked why things didnt match up.... they then start to move the loaner paper work aside as if I am not getting it, and I ask for the manager, and he explains that he isnt sure of anything as he just started his shift, and that I should take the loaner car and come back on Monday. I explain that I had no other choice, and they then have the balls to tell me to be sure to return the loaner at 3/4 of a tank of gas or it would cost me $4.00 a gallon to refill it. I feel like taking this car and entering it into a demolition derby before returning it, but such haste is wrong, and I also waived their comprehensive insurance coverage. Now, I just KNOW that on Monday things will b all messed up, they will try to charge me more, and have NO explanation. Is anyone out there a dealer, a service manager, technician or anything like that? Is there any recourse for what has happened? Can I expect anything more? Is there a right thing and wrong thing to do or say when I go in? I was planning on asking for a sit down with the service manager or dealership manager and explaining the furstration, cost, expectations and hardhsips caused by this problem, and leaving it to him/her to explain what could be done, but part of me thinks I should push for him to refund labor costs. I asked if they could take the time to charge up the a/c, replace the bearings, put in the valve if I brought it, or do some other minor things while they had the car for 3 extra days for only the cost of parts, but they refused any price quote without the labor being added in. What am I to do? I work on it myself and I have bad luck... I am told to turn to a trusted mechanic. I go a a long time mechanic that is a client and a family friend... he breaks the valve, and wont replace it.... Im tol;d to go to a dealer for their "expertise" and "quality service" and that is the worse experience yet. I love my fords, but I am so starting to hate them.
Dear oh Lord, this is turning into a right old sorry tale, and no mistake! And I thought I had no luck......
Yes, I'm a Senior Ford Tech. (it's in my profile!), this is undoubtedly traceable back to the nincompoop who fitted the contact set in the first place, then forgot the new barrel key wouldn't match with the old door locks. No parts availability for a '91 MY vehicle is ridiculous. And the mechanic who bodged the alternator fitment that prompted the car going to a dealer must bear some brunt. Did he even apologise?
As usual, I can only speak from a British perspective, but a few things that can get the ball rolling here with startling rapidity are;
a call to 1/ The dealer principal,
2/ Ford Customer Care line,
3/ 'Watchdog' (a consumer programme focussing on poor service) -just the threat of this is usually enough.
You have every right to voice your concerns, the service receptionist would be in line for a proper rollicking in this country for treating you like something they'd trodden in. The least they can do is offer a courtesy car considering it was ALL their fault you couldn't drive away in your own car. Please don't think all dealers are like this, and good luck with finally getting back to some happy motoring.
Yeah, well I avoided dealers for concerns of overpricing, and now I fear their tactics for service as well. I worked for a buick/subaru dealership's service department, so I was well aware of their parctices regarding pricing, but there was not this level of immature beahavior nor the lack of responsibility they've shown. The owner would have had our asses. I've heard good things about the GM service practices, but nothing about Ford, so this experience is all I have to go on. The other mechanic denys breaking the part in the first place, but he had to considering the loud whistling noise was never heard until I drove the car out of his lot. Also, he bragged at his skill level for being able to install the alternator from the top. My confronting him on this lead him to explain that he has no way of knowing if it is his responsibility, so he shouldnt have to take any blame for it. He charged $68 for the service, which doesn't seem too high, but it's certainly no steal. I am unsure of how to handle that situation from here. However, I am going in to the Ford dealership tomorrow. If need be, I will ask to make an appointment to speak with the owner or manager of the dealership. We do have a watchdog group or two that I could threaten, and I will definitely mention calling Ford directly. The one thing I can say is that my dealing with Ford directly in the past has been a positive experience, and I'm sure they would be more than helpful in this situation if it were to come to that. I am now questioning the reason for theim replacing the barrel in the first place. I wonder if it not having work was due to their obvious incompetence and lack of attention span. Who knows what theyre doing to the wiring in my steering column, and I am now leary of the safety of my car. Not to mention how much I was put out by the experience, and having a loaner was nice, but it prevented me from accomplishing certain tasks I had scheduled for some of my very infrequent time off, so that the car could be worked on and brought to proper standards I have set for it. I should also point out the lack of professionalism, and how horribly their staff made me feel, and how this will weigh heavily on future decisions regarding not only the servicing of my car, but purchasing of parts and any future autombile purchasing decisions. I think this route should be effective with the boss. Having dealt with their staff, I have a suspicion that as soon as I leave, nothing will change and they will have a laugh with the boss about me, but as long as I leave satisfied, I could really care less. I'll keep you updated, and hopefully I will not have any more technical questions about this problem. If you have any pointers for swapping out that valve or replacing the knuckles/bearings, please feel free to post them, as that is the next project when this is all settled.
Today I went to pick up my car, and guess what, THEY GAVE ME THE WRONG KEYS AGAIN! They gave me keys with a keyless entry remote, and the words "1999 explorer" written on the tag. I am so fed up with this. When I pointed it out they made fun of me for not knowing my keys, then the service manager inmterrupted and scolded them and found the right keys. I've filed a complaint with Ford, and the dealer's own CSR called me as they do everyone to ask how my recent experience was. She was so taken aback at the level of service, and promised to forward the info, and explained that the guy claiming to be the boss to me wasn't the boss after all. I think some 'splainin is in order from their service staff. Now I hear an occasional squeak from my right front that I have never heard before... I wonder...
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