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Old 10-25-2005, 18:01   #1 (permalink)
Luchini
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Anyone had luck with Ford Customer Service?

I have a 2002 Explorer with 58,000 miles on. I have begun to get the dreaded
rear end "whine" that seems to be all too common in this model year.
Apparently, according to the dealer, there is nothing wrong with the rear
end at this point. However they did diagnose a "rattle" in the torque
converter with the fix costing a fantastic $1,188.08.

Am I the only one who thinks it a bit ridiculous for a torque converter to
go at 58,000 miles? I plan on putting a call into customer service to see if
I can get any goodwill from Ford (read: any attempt to make me feel like
buying another Ford in the future).

Here's the question:

Has anyone had luck with customer service on things breaking that obviously
shouldn't when the car is out of warranty? Is my call going to just be a
waste of time?

Thanks


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Old 10-26-2005, 01:01   #2 (permalink)
351CJ
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Re: Anyone had luck with Ford Customer Service?

You are wasting your time...

Ford WILL NOT side with you against ANY dealer.
They will spew the standard mantra, "we support the dealer Yada yada yada".

Been there done that, more than once...


"Luchini" <slluchini_@_bigfoot.com> wrote in message
news:qcKdnRYNce2GXcPeRVn-qw@comcast.com...
>I have a 2002 Explorer with 58,000 miles on. I have begun to get the
>dreaded rear end "whine" that seems to be all too common in this model
>year. Apparently, according to the dealer, there is nothing wrong with the
>rear end at this point. However they did diagnose a "rattle" in the torque
>converter with the fix costing a fantastic $1,188.08.
>
> Am I the only one who thinks it a bit ridiculous for a torque converter to
> go at 58,000 miles? I plan on putting a call into customer service to see
> if I can get any goodwill from Ford (read: any attempt to make me feel
> like buying another Ford in the future).
>
> Here's the question:
>
> Has anyone had luck with customer service on things breaking that
> obviously shouldn't when the car is out of warranty? Is my call going to
> just be a waste of time?
>
> Thanks
>



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Old 10-26-2005, 08:01   #3 (permalink)
Big Shoe
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Re: Anyone had luck with Ford Customer Service?

My experience with "goodwill" is that the dealer arranges for it. My
dealer reduced the cost of the famous radio repair from $300 to $100
long after the Explorer was out of warranty.

On Tue, 25 Oct 2005 17:30:22 -0600, "Luchini"
<slluchini_@_bigfoot.com> wrote:

>I have a 2002 Explorer with 58,000 miles on. I have begun to get the dreaded
>rear end "whine" that seems to be all too common in this model year.
>Apparently, according to the dealer, there is nothing wrong with the rear
>end at this point. However they did diagnose a "rattle" in the torque
>converter with the fix costing a fantastic $1,188.08.
>
>Am I the only one who thinks it a bit ridiculous for a torque converter to
>go at 58,000 miles? I plan on putting a call into customer service to see if
>I can get any goodwill from Ford (read: any attempt to make me feel like
>buying another Ford in the future).
>
>Here's the question:
>
>Has anyone had luck with customer service on things breaking that obviously
>shouldn't when the car is out of warranty? Is my call going to just be a
>waste of time?
>
>Thanks
>

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Old 10-26-2005, 09:01   #4 (permalink)
Bill Jeffrey
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Re: Anyone had luck with Ford Customer Service?

Bwah-ha-ha-ha-ha-haaaa!

Ford is there for you right up to the moment of sale. Once you have
signed your name, they are gone. Same as any other auto mfr, I suspect.

Bill (who has tried many times)
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Old 10-26-2005, 14:01   #5 (permalink)
C. E. White
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Re: Anyone had luck with Ford Customer Service?


"Bill Jeffrey" <wjeffrey@TAKE-THIS-OUTalum.mit.edu> wrote in message
news:XfM7f.16775$Bv6.5824@twister.nyroc.rr.com...
> Bwah-ha-ha-ha-ha-haaaa!
>
> Ford is there for you right up to the moment of sale. Once you have
> signed your name, they are gone. Same as any other auto mfr, I suspect.
>
> Bill (who has tried many times)


I think this is the result of changes in the car business over the last 20
years. I think the following factors (and others) are at play

1) State laws protect dealers from manufacturers' pressure in most states.
This particularly affects older brands that have franchise agreements
written many many years ago. At one time Ford investigated trying to
consolidate dealer service in central locations and was slapped down in most
states. Ford's attempt to reward "good" dealers resulted in them being sued
by the "bad" dealers on the grounds that identifying good dealers violated
the franchise agreements. Some states also restrict manufacturer's from
owning dealerships. So they can't pressure dealerships, they can't own
dealerships, and they can't even pull franchise agreements in most cases
because state laws prevent them from doing so.

2) There are not many truly local dealers left. The Ford dealer I have done
business with is part of a giant company. They own multiple dealerships for
multiple brands. If Ford tries to push them over service issues, they can
just threaten to push sales of competitor's cars.

3) Cars are actually a lot better today than years ago. This means the
volume of high profit (i.e., easy) service business is down. At the same
time, many of the problems are much harder to diagnosis, and Customer
expectations are much higher. My first Japanese car was a 1975 280Z. When I
bought it, I thought it was really good. Today, I would considered it a
lemon.

4) There is a major disconnect between the sales and service departments.
The Ford dealer I use has the sales and service departments separated by a
half a mile. They introduce you to some guy who they claim is the service
manager, but he sits in the sales building. I've never even seen him over at
the service department.

5) Dealerships underpay technicians and over charge Customers. This was
particularly obvious at one of the local Toyota dealers. It seemed like they
would hire a technician, train them, and them have them quit, and set up an
independent shop.

6) Ford (and other manufacturers) try to control warranty costs by
underestimating the time required to perform a service procedure. While the
times might be possible for highly trained and experienced technicians, they
are often unrealistic for a technician performing the service for the first
time. Naturally, the best technicians try to avoid such repairs. And their
is a tendency for shops to be less than ethical in an attempt to compensate
for a perceived injustice.

Ed


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Old 10-31-2005, 18:01   #6 (permalink)
Murph
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Re: Anyone had luck with Ford Customer Service?

Waste of time.

I missed the rear window recall by a couple months, and the hinge broke
dropping the window on my last xmas. Customer service wouldn't budge -
totally useless group of individuals. Quality might be job one, but
certainly NOT customer satisfaction.

Murph

Luchini wrote:
> I have a 2002 Explorer with 58,000 miles on. I have begun to get the dreaded
> rear end "whine" that seems to be all too common in this model year.
> Apparently, according to the dealer, there is nothing wrong with the rear
> end at this point. However they did diagnose a "rattle" in the torque
> converter with the fix costing a fantastic $1,188.08.
>
> Am I the only one who thinks it a bit ridiculous for a torque converter to
> go at 58,000 miles? I plan on putting a call into customer service to see if
> I can get any goodwill from Ford (read: any attempt to make me feel like
> buying another Ford in the future).
>
> Here's the question:
>
> Has anyone had luck with customer service on things breaking that obviously
> shouldn't when the car is out of warranty? Is my call going to just be a
> waste of time?
>
> Thanks
>
>

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