Ford Customer Service

[518_Tremor]

Hi All,

I've been lurking on here and found some really great info, thanks everyone! I can't wait to use some of the info and start adding to my new truck.

Long story short, I found a Tremor that checked all the major boxes for our family, xlt, 6 seats, diesel power and of course TREMOR, in Detroit MI (where else would you buy a Ford). We live in upstate NY. Contacted the dealer and worked through buying a brand new truck without even seeing it and got it shipped. Although it took a little longer than, the truck showed up looking sweet and drove even sweeter. This is the first diesel I've owned and the power is incredible, really tightens up the pants...

I drove it for 5 days and put about 500 miles on it. Took wifey to the grocery store the other day and was sitting in the truck and heard a rattling in the engine bay. When I got out and walked around the front of the truck there was a pile of belt under the truck with pieces flying all over. Ford roadside was ok (not great), got it towed to a dealer. Needs 2 tensioner pulleys, serpentine belt, and other misc. items. Of course pulleys are backordered because who would stock them for a 2021?? Dealers are doing what they can do but I feel like ford should do something. A $70k truck with 500 miles shouldn't be in the shop for a week. I called the Ford customer service to file a complaint but that seems like a complete joke.

Does anyone have any experience dealing with Ford on something like this? Sorry for the long post...

 

[Smindustries]

Sorry to hear that your experience turned south. Realistically, Ford doesn’t care if it’s a $50k truck or a $100k truck. Even a customer spending $1MM annually is a small fry when you take into consideration private, municipal, and federal fleet contracts. We’re gnats to Ford.

The only leverage you have is to let them fix it on their time and hope the duration exceeds 30 days as defined in the statutory guidelines for a lemon law buyback.

Lemon law program

Lemon law program Car & Auto File a complaint , Lemon law program Car & Auto , File a complaint , Topics covered Cars Wheelchairs Farm equipment The "lemon

ag.ny.gov

On Day 31, demand buyback and make them replace your truck. That’s what they hate. That starts sounding alarms up and down their layers of bureaucracy. I’ve had two vehicles bought back and it was easy for me, but pissed off everyone involved who wasn’t me.

 

[Sludgemonkey44]

I’ve dealt with Ford recently for some issues with my ordering/delivery process. It’s a long story. First off, you may just be unfortunate enough that they really don’t have the parts and no matter what you do, it will not change a thing. That being said, if you do want to put any pressure on the situation, call customer service again and say you would like a case to be started on your behalf over the issue. (In my situation, they sent my “case” to the dealership I ordered from, your situation may be different) From there, you will have to wait a few days see if anything gets resolved. If not, send me a PM and I can give you a phone number that goes to a separate Ford office in Dearborn where they house the “case resolution team.” It’s a whole process from there but we can go down that road later. This is the way I found to navigate the customer service system. Hope it helps and good luck.

 

[Treefiddy]

The only thing Ford can do is give you a loaner/rental as your truck is not functional. If the dealer was good they would pre approve that and then back charge to Ford. Generally the dealer will only expense a rental when Ford pays for it.

 

[518_Tremor]

I’ve dealt with Ford recently for some issues with my ordering/delivery process. It’s a long story. First off, you may just be unfortunate enough that they really don’t have the parts and no matter what you do, it will not change a thing. That being said, if you do want to put any pressure on the situation, call customer service again and say you would like a case to be started on your behalf over the issue. (In my situation, they sent my “case” to the dealership I ordered from, your situation may be different) From there, you will have to wait a few days see if anything gets resolved. If not, send me a PM and I can give you a phone number that goes to a separate Ford office in Dearborn where they house the “case resolution team.” It’s a whole process from there but we can go down that road later. This is the way I found to navigate the customer service system. Hope it helps and good luck.

Thanks, I'll give that a try. I know in the grand scheme my piddly issue is nothing. I honestly don't even know what they can do other than just fix it, which they are. The dealer did give me a rental...

Just needed to vent.

 

[Driftwood]

The only thing Ford can do is give you a loaner/rental as your truck is not functional. If the dealer was good they would pre approve that and then back charge to Ford. Generally the dealer will only expense a rental when Ford pays for it.

I have a 2020 F250 Tremor, and we just bought a 2021 Explorer ST. Used this same dealer for my 2017 Raptor. I got a recall for the rear camera on the Tremor, and the dealer denied me a loaner...

Not happy.

 

[Cire]

I've dealt with Ford Customer service for a F150 Platinum buyback and they were great. The entire process was smooth, although it did take two months from initiation to completion. The best advice I can offer you is to keep your cool and be nice. Remember, the customer service rep didn't cause the damage.

Also keep in mind they don't have any say when it comes to dealerships, they can only request that the dealer complies. If you feel your truck is a lemon, your best bet is to be patient and follow the lemon law guidelines for your state. When you meet said guidelines, you can request from the service manager and Ford Customer service that you would like to initiate the buyback process. From there it'll be a waiting game.

As for the rental vehicle, if your dealer won't provide a rental, you can request it from Ford Customer service. In my case they requested that the dealer loan me a vehicle (new F150) until my buyback was complete.

GL

 

[Sludgemonkey44]

Just needed to vent.

I swear that’s half the reason why guys love this forum. It feels good to vent about truck frustrations with good truck people. Good luck and do us a favor and let us know how things progress. ???

 

[Apparition]

Sorry to hear that your experience turned south. Realistically, Ford doesn’t care if it’s a $50k truck or a $100k truck. Even a customer spending $1MM annually is a small fry when you take into consideration private, municipal, and federal fleet contracts. We’re gnats to Ford.

The only leverage you have is to let them fix it on their time and hope the duration exceeds 30 days as defined in the statutory guidelines for a lemon law buyback.

Lemon law program

Lemon law program Car & Auto File a complaint , Lemon law program Car & Auto , File a complaint , Topics covered Cars Wheelchairs Farm equipment The "lemon

ag.ny.gov

On Day 31, demand buyback and make them replace your truck. That’s what they hate. That starts sounding alarms up and down their layers of bureaucracy. I’ve had two vehicles bought back and it was easy for me, but pissed off everyone involved who wasn’t me.

Exactly

Here’s how just the F150 compares to other companies.

 

[518_Tremor]

Thanks everyone. The whole point of buying a diesel (not trying to start a gas vs.diesel thread) was for the towing/power and (hopefully) reliability and long life. This is just going to be in the back of my mind...but like my father said, you have 100k mile warranty, keep hammering it.

 

[PapaRaptor]

I have a 2020 F250 Tremor, and we just bought a 2021 Explorer ST. Used this same dealer for my 2017 Raptor. I got a recall for the rear camera on the Tremor, and the dealer denied me a loaner...

Not happy.

I am Still waiting for my camera from the Ford Service Dept. It's crazy that it's taking so long. The part has been on order since October. I contact the service writer every other week and He always says any day now.

I would put a shit ton of miles on that rental car, free miles for you, use it for everything and save your other cars. Especially if it takes weeks to get a part.

 

[Driftwood]

I am Still waiting for my camera from the Ford Service Dept. It's crazy that it's taking so long. The part has been on order since October. I contact the service writer every other week and He always says any day now.

I would put a shit ton of miles on that rental car, free miles for you, use it for everything and save your other cars. Especially if it takes weeks to get a part.

My rear camera parts are here, scheduled to take it in next week. I was told initially it was an all day job. Then when I inquired about a rental, it became a 3 hour job.

 

[PapaRaptor]

My rear camera parts are here, scheduled to take it in next week. I was told initially it was an all day job. Then when I inquired about a rental, it became a 3 hour job.

Thanks I will keep that in mine when the new camera shows up. My salesman is always willing to lend me his demo car. So I can always set it up thru him. Just have to not schedule on his day off.

 

[Treefiddy]

I have a 2020 F250 Tremor, and we just bought a 2021 Explorer ST. Used this same dealer for my 2017 Raptor. I got a recall for the rear camera on the Tremor, and the dealer denied me a loaner...

Not happy.

I had a cat replacement on a F150 a few years ago. Vehicle was still driveable just no remote start. I didn’t want to chance driving on faulty cats and had a rental for 2 weeks while waiting for parts. Dealer covered the rental and got approval from Ford to extend it.

 

[518_Tremor]

So my 5 day old truck is still sitting in the shop for over a month waiting on tensioner pulleys that have been on backorder. I started a "case" with Ford but that seems to be a total waste of time. I just get an extra phone call to say she called the dealer and "we are just waiting for the parts". Not helping. Supposedly this is how they service an escalated case. Is there a way to get the parts from the production line (sorry everyone waiting on a build)? I have a loaner but it's not a TREMOR!!

 

[Sludgemonkey44]

So my 5 day old truck is still sitting in the shop for over a month waiting on tensioner pulleys that have been on backorder. I started a "case" with Ford but that seems to be a total waste of time. I just get an extra phone call to say she called the dealer and "we are just waiting for the parts". Not helping. Supposedly this is how they service an escalated case. Is there a way to get the parts from the production line (sorry everyone waiting on a build)? I have a loaner but it's not a TREMOR!!

How long has your case been open? Im still willing to help as per my previous post if you’re interested. Good luck!

 

[RCnTexas]

I have a 2020 F250 Tremor, and we just bought a 2021 Explorer ST. Used this same dealer for my 2017 Raptor. I got a recall for the rear camera on the Tremor, and the dealer denied me a loaner...

Not happy.

Which dealer did you use? I bought my last 3 Fords @ Mak Haik in Georgetown.

 

[Driftwood]

Which dealer did you use? I bought my last 3 Fords @ Mak Haik in Georgetown.

Johnson Sewell in Marble Falls. Turns out the recall only took 2.5 hours so I just hung out there on my laptop.

 

[RCnTexas]

I go by there a lot...one of my sites is out that way. Never really could get much enthusiasm out of them to strike a deal.

 

[518_Tremor]

How long has your case been open? Im still willing to help as per my previous post if you’re interested. Good luck!

Thanks! I just sent you a PM.