So how was your Ford experience today?

slowhand99 · Feb 7, 2018

Kristian87 said:
Shocking, I though my experience was bad - Ford have had my car almost a full month this year and despite asking a few times, have not & will not replace the wet carpets. My concern here is rust also.

Will be taking my complaint to Ford CC too to see what they say.

Keep us posted.

Have a good look in the fuse box when you get it back. Any wet in there could be future aggro.

Kristian87 · Mar 22, 2018

Well, i’m throwing in the towel at this point. I had a conversation with Ford CS today but i’ve reached my limit, i’ve decided i’m not going to spend anymore time or effort on this - i’m mentally exhausted from the whole saga. I’m out of the country from next Friday and not back until 16/04. There’s a good chance my car won’t be ready to collect before i go.

I made it very clear to Ford that i’m expecting some kind of aknowledgement for wrong doing, an apology, and some kind of good will gesture for all the trouble. I wanted that today but apparantly they can’t do anything until the problem is sorted. At the mention of the finance i’m paying, they simply told me to call Ford finance, hence i’m giving up at this point, i’ve lost count of how many people i’ve spoken to about this and i’ve had enough. No one seems to give a fuck, no sense of urgency, no ownership from anyone at ford, just bullshit.

Anyway, sorry for the rant - but it does have purpose...

Can anyone suggest the best way to get maximum effect on some form of compensation? Do i need to threaten small claims court? Go on a twitter sabotage mission? Hassle Andy Barratt? Hassle the dealership manager? Think Ford? I really don’t know what to do, so any tips will be greatly appreciated. The moment i get my car back, i’ll be their worst nightmare.

Oh, and if this seems a tad too much - if i don’t collect my car until i return from holiday, thats the best part of 60 days this year alone it hasn’t been sat on my driveway.

Ahh, feel better now

Big_G · Mar 22, 2018

Kristian87 said:
Well, i’m throwing in the towel at this point. I had a conversation with Ford CS today but i’ve reached my limit, i’ve decided i’m not going to spend anymore time or effort on this - i’m mentally exhausted from the whole saga. I’m out of the country from next Friday and not back until 16/04. There’s a good chance my car won’t be ready to collect before i go.

I made it very clear to Ford that i’m expecting some kind of aknowledgement for wrong doing, an apology, and some kind of good will gesture for all the trouble. I wanted that today but apparantly they can’t do anything until the problem is sorted. At the mention of the finance i’m paying, they simply told me to call Ford finance, hence i’m giving up at this point, i’ve lost count of how many people i’ve spoken to about this and i’ve had enough. No one seems to give a fuck, no sense of urgency, no ownership from anyone at ford, just bullshit.

Anyway, sorry for the rant - but it does have purpose...

Can anyone suggest the best way to get maximum effect on some form of compensation? Do i need to threaten small claims court? Go on a twitter sabotage mission? Hassle Andy Barratt? Hassle the dealership manager? Think Ford? I really don’t know what to do, so any tips will be greatly appreciated. The moment i get my car back, i’ll be their worst nightmare.

Oh, and if this seems a tad too much - if i don’t collect my car until i return from holiday, thats the best part of 60 days this year alone it hasn’t been sat on my driveway.

Ahh, feel better now

You absolutely need to speak to Andy Barratt, drop him an email. That was the only way I could get my paint problems sorted.

hinch · Mar 22, 2018

isn't there an ombudsman or trading standards that monitors their behaviour you know like there's ofcom and ofgem etc .

Kristian87 · Mar 22, 2018

hinch said:
isn't there an ombudsman or trading standards that monitors their behaviour you know like there's ofcom and ofgem etc .

Correct - there is. Seemed a bit extreme up until now, so maybe thats the answer. I think i would have a good case, an ideal result being that i get back 2 or 3 months worth of my finance payments - seems fair to me.

[MENTION=8914]Big_G[/MENTION] my initial contact with Ford CS was an angry email to them, copying in Andy, they definitely aknowledged that it was addressed to him but didn’t have the impact I thought it would.

Jimboy2 · Mar 22, 2018

Mate that sucks! Do everything you mentioned. Speak to Andy, go on a twitter rant, and threaten legal action. Not sure what the deal is with rejecting the car? Are you past that point now?

slowhand99 · Mar 22, 2018

Jimboy2 said:
Mate that sucks! Do everything you mentioned. Speak to Andy, go on a twitter rant, and threaten legal action. Not sure what the deal is with rejecting the car? Are you past that point now?

This. And fix on a figure that will compensate for your loss. The law is there to put you back in the position you would have been without the problem. Don't just copy Andy, ask for his help directly.

RSPcooper · Mar 23, 2018

Hi Kristian. Total crap experience your having. You mention your car is on finance. What i would do is contact thje finance company with this saga and threaten to reject the car. This will have two effects 1. its messy and expensive for them 2. they will put pressure on your dealer to get it sorted. Do a bit of research on your rights on this as at the mo i havent got time to trawl through the legalese.

Kristian87 · Mar 23, 2018

Thanks guys,

[MENTION=20439]Jimboy2[/MENTION] - well past the return date now I think, and besides I doubt very much I'd get an exact replacement. I'm satisfied with the work they have done to be fair, just pissed that it's taken them the best part of 7 weeks.

At the moment I think I'm just going to highlight to Ford CS where I stand - I'm quite good at wording my emails, so I'll do it that way. I'll tell them what I expect & I'll just pick my car up as soon as its ready. I will add in some threats, which isn't like me - but my politeness & patience have clearly got me nowhere with this up until now.

Kristian87 · Mar 23, 2018

RSPcooper said:
Hi Kristian. Total crap experience your having. You mention your car is on finance. What i would do is contact thje finance company with this saga and threaten to reject the car. This will have two effects 1. its messy and expensive for them 2. they will put pressure on your dealer to get it sorted. Do a bit of research on your rights on this as at the mo i havent got time to trawl through the legalese.

Interesting that - it's what the customer service girl kind of hinted at - the moment I mentioned finance. Essentially it wasn't something she had no control over, which seems mad to me. As a customer I should really have a single point of contact for a complaint, I almost did call Ford finance yesterday but as I said, gotta draw the line somewhere.

Kind of wish I would have written down all my efforts; all the phone calls, emails, the trips to the dealer etc because it's absolutely bonkers.

Twin Turbo · Mar 23, 2018

Wow....I'm really sorry to hear this Kristian (although not really surprised) :(

I would definitely contact Andy Barratt.....but make sure you temper the anger (as I'm sure you would) whilst still reiterating how upset you are, as I'm sure he'll respond positively if he's not given a barrage of abuse off the bat

Good luck!

Manders Mustang · Mar 23, 2018

Twin Turbo said:
Wow....I'm really sorry to hear this Kristian (although not really surprised) :(

I would definitely contact Andy Barratt.....but make sure you temper the anger (as I'm sure you would) whilst still reiterating how upset you are, as I'm sure he'll respond positively if he's not given a barrage of abuse off the bat

Good luck!

Anger is sometimes good as it shows urgency and annoyance, if you write "I am humbly upset with this incident" it looks less urgent than "I am severely annoyed with this awful situation in which your staff have XYZ".

Speaking of sh1te customer service, never use hermes to send items, sent a splitter insured it, it broke on delivery, they're now 2 weeks into debating "proof of purchase" etc. Lawyer card just got played (usually works)

Kristian87 · Mar 23, 2018

Well, it's a weight off my shoulders after sharing this with you all...thanks guys...not afraid to share this either - I sent this email to Ford CS, cc Andy Barratt just now. Pleased with it, I think it's fair...

"Hello again Amy,

Thank you for your time yesterday, I think you now appreciate a little better why this has been such a stressful experience from my perspective. However, at this point I would like to stress that I have made a conscious decision not to waste any more of my time & effort on perusing this complaint - I am now leaving that with you. I will liaise with the dealership & pick my car up when it is ready. If that's before I go away, then great, if not then I will make arrangements to pick up when I return on 14th April.

I also want to make it perfectly clear what I am expecting from you following the collection of my car...

Firstly, as a customer I should have a single point of contact regarding my complaint, so I will not be making yet more phone calls to anyone else. I consider you my only contact point.

I expect to receive a sincere apology from Ford and/or the dealership with regards to the fact that my warranty work has taken 3 separate visits and the best part of 7 weeks to resolve, despite my best efforts to assist - which as we discussed, did go ignored.

I want some form of goodwill offer from Ford as acknowledgement of the poor service I received, and in apology for the stress this has caused me, as well all the time and effort I have poured in to seeing that this warranty work was done to my satisfaction. I do not care for free servicing from the dealership - my preference before this visit to Think Ford Guildford was always to have my Mustang serviced by a specialist, and I'm sure you can appreciate why I have no faith in this particular dealership after this experience. My suggestion would be a refund on 2 months worth of my finance payments - my car hasn't been on my driveway for the best part of 2 months, so I feel that would be fair. Something to restore my faith in Ford & the dealership would go down well also.

I hate to make threats, as it's not at all in my character, but I feel so strongly that Ford have let me down here and my patience and politeness has clearly not had any impact up until this point. I will be taking to Twitter to publicly vent my frustrations - should I not receive a satisfactory outcome to this. I will also be taking my case to The Motor Ombudsman without hesitation if I don't receive a speedy resolution here.

I have a relatively big online presence via forums & social media, and you would struggle to find someone that speaks more highly or more passionately of Ford products than me, it's a crying shame that when it comes to customer service, my views are the complete opposite. Should you wish to see some of the comments from myself, and other users about my experience. Have a read of this link;

Link: So how was your Ford experience today? - 2015+ S550 Mustang Forum (GT, GT350, GT500, Mach 1, Ecoboost) - Mustang6G.com

I do thank you for your help so far, as well as Charlotte at the dealership. However - good communication is simply not good enough, this needs to be resolved.

I'm sure I will catch up with you at some point next week.

Many thanks

Kristian"

marks · Mar 23, 2018

IMO it reads very well and gets to the point without being aggressive

Twin Turbo · Mar 23, 2018

Nicely done, Kristian. Polite.....but clearly stating you are not putting up with this sh*t!

Finger's crossed they get this sorted, and you receive some form of decent goodwill gesture.

So how was your Ford experience today?

slowhand99

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Kristian87

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Big_G

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hinch

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slowhand99

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Manders Mustang

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marks

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