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Chainsaw
Well-Known Member
- Thread starter
- #18
One week later and my car still isn't fixed. I found out my car wasn't included in the recall. I checked my vin for recalls and it shows zero. Looks like the service manager took it upon himself alone to reprogram the instrument cluster. This looks to me to be a compliance issue. He authorized a repair that wasn't needed and destroyed my instrument cluster. Should I talk to the general manager of the dealership, or should I contact Ford to expedite the repair. Instrument clusters are backordered, it could take a couple months to get repaired.
Cobra Jet
Well-Known Member
Call the Ford 800# - request a Regional CSR. They will listen to your complaint and will assign you a Case number. Once that occurs, your claim is confirmed by the CSR with the Dealership AND your vehicle gets bumped to a priority repair. The Dealership must then provide updates to you AND more so the CSR, because the CSR wants the case closed ASAP (with a correct and permanent repair PLUS a satisfied customer).
When you do talk to the CSR, be sure to remain professional and polite BUT TO THE POINT. Explain your entire situation in as much detail as possible. Do NOT scream, yell or curse them out, it won’t work out well for you at all... Be sure to tell them how dissatisfied you are as a Ford Customer, how dissatisfied you are with your new vehicle purchase and that the car has been out of your possession now for over 1 week. Ask the CSR what Ford is going to do for you to keep you from going on their Social Media sites and posting how you’re being treated.
Do not take it up with the Dealership Service Writer or GM - you need to lodge your complaint with the CSR and get a Case number established. You also don’t need to tell the Dealership you started a Case, they will find out as soon as they are contacted by the CSR ... if you’re questioned by the Dealership, you just politely tell them you’re not satisfied with how things were handled, you’re without your vehicle due to their mistake and you exercised your right to contact Ford directly for resolution.
:cheers:
