Yeah, I did go down there yesterday once I got off work - I just couldn't believe no one could tell me anything regarding my car just because the service advisor (who was failing to update me) was not available. I spoke to both the customer relations director and the service department manager today and finally have something moving forward.In your case I would both go in person and demand a resolution as well as call the warranty company and let them in on the fact that the work they approved and paid for hasn't been done yet. That might light a fire
There are a few good ones out there . Being a Ford tech for the last 30 years , same dealer third owner. Some of us do take pride in our work . And it helps when we are in the Mustang "scene " . Some pics of clients cars I work on and the last two pics are of is mine .So far I've had good service with my local ford dealer. Only an easy recall and oil changes. Quick in and out. I declined the rotation due to the Staggered setup. The service writer asked if I wanted the free car wash and let m know it was a soft scratch system, again I declined. The oil level has been correct every time so far. It may help that the tech doing the oil changes has a 15 gt
Stop dealing with your Service Writer, he’s obviously not giving you any answers. You need to reference the link I posted above and call the Ford 800#. Get a Regional CSR to open a Case for you. That will expedite your vehicle repair but also put priority on it for the Dealership. The Ford CSR will be in contact with the Dealership to follow up on the repair efforts to getting your vehicle done.Interesting to read this today...you're definitely not alone. I just had my first service experience with my dealer(after 5 years, 48k miles) and wish I hadn't. I typically do my own work or if it's out of my scope, an independent shop. Spotted an oil leak which was confirmed to be covered under warranty so I took it to them. Leak was the rear main seal (no idea even how) so I figured they could just replace the clutch since they'd be right at it.
Well...monday will be 3 weeks since it's been there and as far as I know nothing's been done. Warranty company approved and paid them around day 4. I keep trying to get updates and parts ETA but I can't get anything definitive from them. Service adviser says he will "find out" then I don't hear from him for several days, have to call back only to get no further. This has been going on since November 30th.
I've been very patient up until today. I actually called again this morning for service adviser to call me back. Heard nothing, so I followed up around 4. Was told he left for the day but they'd get me to a manager. Heard nothing so I followed up around 6 only to be told there's no one that I can talk to and nothing anyone can do. I then drove out there to find out what the heck is going on.
No one can tell me what's been done to the car, if anything, what it's actually waiting on, the ETA of any parts or even WHERE the car currently is. I find it ridiculous and infuriating.
I have typically bought used higher-end cars that are about 5 - 8 years old. That allowed me to have cars that cost $100k - $200k when new, cars that I never could have bought otherwise, as my ceiling for buying a car is $70k. Aside from being able to drive a really nice car, the dealerships are impressive, for their service, professionalism and courtesy; plus very nice loaners. They always give you something nicer than what you are driving, to try to influence your future purchases.@Balr14 , it seems like the opposite for me, given there are so many cars that come through either dealership. I think my 'vert w/ PP combination is rather rare, as I don't see too many on the road around me, but alas I am the only one that tends to notice I guess. Out of curiosity, what made you switch from BMW, Porsche, and Lexus to the Mustang?
Generally it's pretty good - I'm treated with respect and typically get a service loaner, timely updates on the repairs, ETA, etc. and more often than not, items are addressed properly. They've never damaged any of our cars.