Roush Customer Service!!!!

[JasinEdward]

I know a lot of users may be familiar with the issues I have had since purchasing my 5.0 with the Roush 627hp kit. Roush has really stepped up their customer service to get this issue resolved! They went all out and shipped my car from Florida to their labs in Michigan. In the mean time I am in a rental again which sucks, but I now feel confident my car will come back functioning properly. From their other thread I see they will be bumping up the power too. Can't wait to embarass my buddy's Hellcat....

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[sonic]

Wow that's huge ! Ur thread had me really disappointed in them but this is awesome

 

[Kyle@ROUSH]

The car arrived here at our facility this morning safe and sound.

 

[Dawg]

The car arrived here at our facility this morning safe and sound.

Hey Kyle, I sent you a PM back on August 29th asking a few questions about getting you guys to do a Supercharger on my car. Still waiting on a response.

 

[Kyle@ROUSH]

Sorry about that, i get a lot of messages each day it looks like that one slipped by, if you send me a message and do not see a reply within one business day send another one as i try to answer them pretty quick. You should have a message in your inbox.

 

[JasinEdward]

The car arrived here at our facility this morning safe and sound.

Thanks for keeping me posted! I can't wait to get it back!

 

[Brad Michaels]

Kyle.

Do you know when your CARB E.O. will apply to the 2016

Thanks

 

[Kyle@ROUSH]

Ill have to double check with engineering on that one and see where it stands

 

[Kyle@ROUSH]

Just waiting for CARB to approve the '16 cal for EO.

 

[JasinEdward]

As of this morning the engineers have diagnosed the issue and are working on a resolution. I spoke with Roush's customer service rep this morning and she gave a a LOT of great news. Due to miscommunication with my salesperson at the dealer I never had the Roush warranty I assumed was included in the purchase price. Roush has fixed that. I now have the 3 year 36,000 mile warranty! They also offered to install the Roush axleback exhaust kit (I accepted the offer....lol).

What really went above and beyond was their offer to fly me up to Michigan and test the car prior to having them ship it back home. Once they know the issue is resolved if my scheduling permits, I will be going up to Michigan.

So far owning this car has been a crazy experience. Roush's customer service has really exceeded my expectations and gone an extra mile.

Also, they asked if I minded If Jack Roush and Jr autographed under the hood. They snapped some pics for me too!

 

[sonic]

Holy cow ! What was the diagnosis??

 

[Viperbluecobra]

WOW!!! that is awesome. dang.. might have to go buy a roush now!! that's really awesome! Way better than any type of support you would get from just Ford. That is truly remarkable. Great to see this for sure.

 

[Evo_Rob]

Geez, that's freaking sweet. Good job, Roush. Let this be a standard set by all vendors and manufacturers!

 

[JasinEdward]

Because I haven't been speaking with the engineers, I do not have a diagnosis yet. The engineers wanted me to test drive the car with them when they are done with the fix. I'm sure I'll get an explanation then. At this point, my car is the only one that had this exact issue.

I'm still in awe as to how far they have gone to take care of me as a customer.

 

[altjx]

Wow man! This is amazing to read! I'm glad I got my Roush kit and all of my other Roush modifications. I so regret not visiting their facility in Detroit when I was just out there a month ago.

Flying back from San Diego today to Baton Rouge today and can't wait to get my upgrade next week. Also going to be first in line when that phase 2 comes out lol.

Thanks for the updates man!

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