Ford targets Customer Service - Page 3

GTP534 · 12-11-2012, 10:55 AM

I think this is a move in the right direction. I've always had my cars serviced by the selling dealer and I'm fortunate that geographically this is easy for me to do but also fortunate in that I've been quite satisfied with the job done. The way that I see it is that this will give me more reason for sticking with them. The last 3 Fords have been from Sinclair Ford and I've honestly only had a couple of things to pick on but the response from the Service guys there is first class.

I did have a Nissan Maxima for a while back in 2000, bought new from Randwick Nissan. After about 9 months there was a very bad shudder from the front under brakes, especially when coming off the M4 at 110 to the Northern Road which is 70. They told me when I left the car in for a service that discs are not covered under warranty and I would probably have to pay for machining. They called me later that morning to say the Service Manager had taken it for a drive and after speaking with Nissan decided to skim all 4 discs under warranty. We ended up buying another car from them but since around 2003 don't live in that area anymore.

From my point of view it's the dealer who can either make or break it for the buyer; a good dealer will be proactive to keep the love going.

usernametaken · 12-11-2012, 11:05 AM

Quote:

Originally Posted by Sinead Phipps

Hi folks, this article has obviously generated some interest amongst you all. We're definitely not at the stage of saying we've solved every issue - but we've spent a lot of time over the last few months with a cross-functional group working full time on deep diving into all of the issues. Improving this side of the business is going to take time but we're working on it and we have the commitment of our dealers to work on it with us.

In relation to the Dipped in Blue program, we did run a media event called DIB but, in this context, it refers to an extensive training program for our service managers and technicians that our FCSD team has been running. It's basically intended to immerse them in all things Ford and the way we like to do things. It's been a really successful program so far - so much so that we stole the name for our PR event a few months ago.

Hi,

Are you able to explain the 7 year servicing further?

I can't find any info online.

Many thanks,

Smoke Pursuit · 12-11-2012, 11:20 AM

Quote:

Originally Posted by Sinead Phipps

Hi folks, this article has obviously generated some interest amongst you all. We're definitely not at the stage of saying we've solved every issue - but we've spent a lot of time over the last few months with a cross-functional group working full time on deep diving into all of the issues. Improving this side of the business is going to take time but we're working on it and we have the commitment of our dealers to work on it with us.

In relation to the Dipped in Blue program, we did run a media event called DIB but, in this context, it refers to an extensive training program for our service managers and technicians that our FCSD team has been running. It's basically intended to immerse them in all things Ford and the way we like to do things. It's been a really successful program so far - so much so that we stole the name for our PR event a few months ago.

Hi Sinead is Ford management investing some time with your Customer Relations Centre?? Are these people still a 3rd party contractor or are they internal Ford employees?? Their lack of care and consideration is beyond belief, something I believe could be easily fixed by further training and perhaps by employing people with some technical ability. They show no passion for the Ford motor company at all. 2 people I spoke to at Ford CRC last week treated me pretty poorly, and basically laughed at me when I told them the issue I was having was well known and that even the dealer had acknowledged they are replacing these particular parts daily.

So in this case the dealer was willing to help me but Ford CRC turned their back on me. I am happy to keep using the dealer but I have told them I wont be buying another Ford once the current 2 are due for replacement.

Drizz06 · 12-11-2012, 11:27 AM

Sounds like great news to me! I'm lucky enough to have a fantastic dealer not far from me and they do a good job looking after me and my family.
Got a new monthly E newsletter service from them today which was good.
Had some historic photos of the dealership ( Courtney and Patterson) and a bunch of oldskool air con adverts and even some discount coupons for getting the A/c serviced!

I'm glad ford are finally looking after there biggest asset!!!!

Fiesta_Man69 · 12-11-2012, 11:46 AM

Quote:

Originally Posted by DASH GT

Hi Sinead is Ford management investing some time with your Customer Relations Centre?? Are these people still a 3rd party contractor or are they internal Ford employees?? Their lack of care and consideration is beyond belief, something I believe could be easily fixed by further training and perhaps by employing people with some technical ability. They show no passion for the Ford motor company at all.

I'd also like to know what the plans are for Ford CRC - their current attitude and customer 'service' is abhorrent. Considering this is one of the first points of contact outside a dealership I can't imagine how many customers Ford has lost due to CRC's incompetence and sheer arrogance.

I'd suggest a massive shakeup: the calls are supposedly recorded so firing the insensitive, incompetent people who don't care should be pretty easy.

Or is Ford's solution to simply ignore this issue?

usernametaken · 12-11-2012, 12:01 PM

I have to agree with the above.

My one phone call to CRC saw me misdirected to various dealerships when I should have been transferred internally.

product knowledge was very poor.

Anyways, not wanting to turn this into a Ford bashing thread - my decision to buy this month rests fairly heavily on finding out more on this 7 year service thing.

TIA

Usernametaken

aussie muscle · 12-11-2012, 12:02 PM

i'm so glad i've got both a reliable Falcon and a good Dealer/servicer

GQ_Smooth · 12-11-2012, 12:47 PM

Quote:

Originally Posted by Sinead Phipps

Hi folks, this article has obviously generated some interest amongst you all. We're definitely not at the stage of saying we've solved every issue - but we've spent a lot of time over the last few months with a cross-functional group working full time on deep diving into all of the issues. Improving this side of the business is going to take time but we're working on it and we have the commitment of our dealers to work on it with us.

In relation to the Dipped in Blue program, we did run a media event called DIB but, in this context, it refers to an extensive training program for our service managers and technicians that our FCSD team has been running. It's basically intended to immerse them in all things Ford and the way we like to do things. It's been a really successful program so far - so much so that we stole the name for our PR event a few months ago.

Well done, this is a very big and costly step forward, and as you know won't see any financial benefit for at least 5 years. Hopefully you can bring the brand slightly up market and improve the overall experience, which is hard to do if the both Fords and dealer margins are low. Keep pushing the quality over quantity aspect, I beleive this is the only way to go forward , to remain viable in Australia.

Drizz06 · 12-11-2012, 01:09 PM

Quote:

Originally Posted by usernametaken

I have to agree with the above.

My one phone call to CRC saw me misdirected to various dealerships when I should have been transferred internally.

product knowledge was very poor.

Anyways, not wanting to turn this into a Ford bashing thread - my decision to buy this month rests fairly heavily on finding out more on this 7 year service thing.

TIA

Usernametaken

I believe the 7 yr service thing is just the ford capped price servicing plan which offers capped price service cost for the first 7 yrs on new vehicles.

Road_Warrior · 12-11-2012, 01:16 PM

Quote:

Originally Posted by aussie muscle

i'm so glad i've got both a reliable Falcon and a good Dealer/servicer

Yeah I'm the same. Although I have come across a couple of bum dealers, that was mainly from the sales side of things.

superfly · 12-11-2012, 02:32 PM

Quote:

Originally Posted by aussie muscle

i'm so glad i've got both a reliable Falcon and a good Dealer/servicer

Me too. All my concerns have been addressed with no fuss at all.

And all the dealing I've had with the CRC have been fine too.

DanielXR8 · 12-11-2012, 03:22 PM

Ford CRC is broken, so no deep dive required. Fix and replace. In its current form it simply doesn't work.

More interesting is Sinead's comments on the dealers being on board with this, which I have mixed feelings about. On the one hand, those who are genuinely trying to improve their franchises and the brand is good. On the other, the only genuine way to improve Ford customer service in some dealers cases, is simply to shut them down and readvertise the franchise. Nothing else would come close to fixing the entrenched attitudes and poor reputation in the community of some.

Unfortunately I simply dont believe you can genuinely have all dealers on board with an initiative to improve customer service, because getting rid of some of the worst is a requirement to achieve any success.

I will wait with interest to see if this is spin, or a genuine move in the right direction. I suspect many other ex Ford customers will too.

flappist · 12-11-2012, 03:57 PM

Quote:

Originally Posted by superfly

Me too. All my concerns have been addressed with no fuss at all.

And all the dealing I've had with the CRC have been fine too.

Same here. From little things right up to the amazing vibrating 3rd gear in a T3650 every time I have had interaction with CRC for a fault it has been positive.

In saying this I was enquiring in 2008 as to whether there would be a F6-E available in parallel to the GT-E and was told unequivocally NO. So I spent $70k on another brand of vehicle only to find out not long afterwards that there was a F6-E released.

This was in complete contradiction to 2002 when I asked about a high end GT (subsequently called GT-P) and was told there would be something available next year. I waited until 2003 and bought one rather than one the other vehicles I was looking.

csv8 · 12-11-2012, 06:44 PM

I was in Tropical Ford this arvo and they still have 50th anniversary models on the lot !!!
G6E is $42k...I would have thoughtthey would have all sold ,by now ???

Sinead Phipps · 13-11-2012, 09:56 AM

The CRC is one aspect of the consumer experience we're working on. One of our main goals is to empower the dealers to be the 'hero' so that we minimise customers having to come to the CRC in the first place. Ideally, most issues would be fixed at the dealer level. As I said before, this is a journey we're on and we're not going to be able to improve everything all at once, but we're working on it.

And yes, the 7-year servicing program refers to our Capped Price Servicing.

csv8 · 13-11-2012, 10:02 AM

Quote:

Originally Posted by Sinead Phipps

The CRC is one aspect of the consumer experience we're working on. One of our main goals is to empower the dealers to be the 'hero' so that we minimise customers having to come to the CRC in the first place. Ideally, most issues would be fixed at the dealer level. As I said before, this is a journey we're on and we're not going to be able to improve everything all at once, but we're working on it.

And yes, the 7-year servicing program refers to our Capped Price Servicing.

Sinead, Ford need to look at the cost of the Capped Price servicing in comparison to Hyundai, Toyota etc...Ford pricing is too high...

usernametaken · 13-11-2012, 10:26 AM

I'd rather pay $300 and KNOW i'm paying $300, then get sweaty palms everytime I go and pick up my car...

CPS is better for my heart. ;)

**DJM83** · 13-11-2012, 12:13 PM

Quote:

Originally Posted by csv8

I was in Tropical Ford this arvo and they still have 50th anniversary models on the lot !!!
G6E is $42k...I would have thoughtthey would have all sold ,by now ???

What has this got to do with Ford CRC?

Fiesta_Man69 · 13-11-2012, 12:43 PM

Quote:

Originally Posted by csv8

Sinead, Ford need to look at the cost of the Capped Price servicing in comparison to Hyundai, Toyota etc...Ford pricing is too high...

I was quoted in the $400s for a 60K service on a WS Fiesta from Sinclair Ford. I had heard how expensive they were but had to hear it for myself.

It cost $157 all up at my local mechanic: with full syn oil, filters and plugs supplied by myself (paid for 45 mins labor, cos thats what it takes a competent mechanic, not the 2 hrs Ford try and stiff you for) that's what happens when you go to the same bloke for over a decade.

Obviously Ford can't make it that low, but somewhere in the $200s would be realistic.

And Ford need to bring their warranty into the 21st century: match Hyundai and Kias 5 yr unlimited instead of 3yrs 100K... Huge difference, and one the main reasons people sight for buying the Korean cars...

And Sinead, CRC doesn't need to be "worked on": it needs to be scrapped today and rebuilt from the ground up tomorrow unless Ford is happy for those lovely people to cost Ford more sales by the day..

XWGT · 13-11-2012, 02:21 PM

Fiesta

If Toyota can service my 2010 Turbo Diesel 4WD Prado for $200 at the 60,000 klm mark, you would think Ford should be able to do the same with the Fiesta.

On the warranty side though it is interesting that Toyota have not felt the need to go to 5 years when almost all competitors have. Perhaps it would be interesting to find out what % of buyers still have their cars in year 4 and 5 and the claim rate. Perhaps this is the reason Ford havnt moved?

Smoke Pursuit · 13-11-2012, 04:49 PM

Quote:

Originally Posted by Sinead Phipps

The CRC is one aspect of the consumer experience we're working on. One of our main goals is to empower the dealers to be the 'hero' so that we minimise customers having to come to the CRC in the first place. Ideally, most issues would be fixed at the dealer level. As I said before, this is a journey we're on and we're not going to be able to improve everything all at once, but we're working on it.

And yes, the 7-year servicing program refers to our Capped Price Servicing.

Thanks for the reply Sinead. I am glad to see Ford is looking into their customer relations centre as I think this is an important part of the experience.

**DFB FGXR6** · 13-11-2012, 07:12 PM

Fords capped price services are / look more expensive when compared to Toyota's more consistant (fixed price each time) system. However Toyota states that each service is 6 months/15,000km(whichever comes first) instead of 12monthly for Ford, so double toyota's price and it works out a a similar price.

Joe5619 · 13-11-2012, 07:22 PM

I don’t think the system is as bad as some think. My FG XR6T will be 3 years old next month & I got a call from Ford today asking how it was all going & if I can any problems they could help me with.. I've personally been very very happy with Ford & the dealer’s customer service with me the whole 3 years of ownership!!

**DFB FGXR6** · 13-11-2012, 07:35 PM

Quote:

Originally Posted by Joe5619

I don’t think the system is as bad as some think. My FG XR6T will be 3 years old next month & I got a call from Ford today asking how it was all going & if I can any problems they could help me with.. I've personally been very very happy with Ford & the dealer’s customer service with me the whole 3 years of ownership!!

This is what I have found. The dealer I use is 40min away in another town, but I am happy to travel (80min both ways) to get the level of service they provide. Nothing is too much trouble, they know me by name and I keep going back because I'm treated well. I've had a couple of warranty issues with my FG (radiator, timing cover seal) and they were never questioned, no red tape ect. I think its just a matter of finding a good dealer. I think also the manner of the customer could also be taken into account. I know things go wrong, but agro leads to agro and so starts a cycle...

This dosnt mean things cant change for the better for other dealers though, then it wont be a matter of finding a good one, they should all be providing a high level of customer service.

Buntz · 13-11-2012, 10:34 PM

Quote:

Originally Posted by DJM83

Its a 10 year old car FFS, they aint gonna care, purely becuase it long out of warranty.
With a new car i do agree there should be some kind of tolerance with rattles. Another issue ive not had. Only rattle i get is when my sway bar come a little loose (Whiteline)

And I wouldn't expect them too. But it's still bloody annoying.

G6E Turbo 2 · 13-11-2012, 11:21 PM

Quote:

Originally Posted by DASH GT

Sacking all the rude arrogant ****** at CRC would be a good start. They add nothing to the ownership experience.

Thats GOLD !!!!!!!!!!!!!!!!!!!!!!!!!

XR Martin · 13-11-2012, 11:42 PM

Quote:

Originally Posted by DFB FGXR6

Fords capped price services are / look more expensive when compared to Toyota's more consistant (fixed price each time) system. However Toyota states that each service is 6 months/15,000km(whichever comes first) instead of 12monthly for Ford, so double toyota's price and it works out a a similar price.

Apart from Camry and Aurion, all other Toyota service intervals is 10k or 6 months

Fez WQ · 14-11-2012, 03:04 AM

No amount of customer service will fix issues people have in there head. Some people just cannot understand that perfection is only a dream.
NO car company has the perfect car, lets face it, that's why we have warranty.
And warranty is a selling point not something any company wants you to claim against!!

pottery beige · 14-11-2012, 08:20 AM

Quote:

Originally Posted by Buntz

And I wouldn't expect them too. But it's still bloody annoying.

Here's an idea.. instead of ****ing and moaning about rattles in a ten year old car on the internerdz.. have a crack at fixing them..... silly me that would actually require some effort...

**DJM83** · 14-11-2012, 09:13 AM

Quote:

Originally Posted by pottery beige

Here's an idea.. instead of ****ing and moaning about rattles in a ten year old car on the internerdz.. have a crack at fixing them..... silly me that would actually require some effort...

That'd be too hard mate.