This was the last time I will be disrespected, dismissed by this Ford Service. In years past. I've…read morehad very poor customer relations with their Service Advisers. I don't know why. But, time has passed, new F150 truck, and probably new staff, right?
My circumstance involves known issues with a major mechanical component that Ford produced in a range of models. Mine is a 2019 and there is a plethora of information and YouTube videos about it.
I decided I wanted/needed Ford's technical expertise on the matter even though I knew it would be more expensive at Ford. I spoke to an Adviser who was knowledgeable and we discussed options.
Later, after consideration, I decided to go with a simple, normal, preventative maintenance approach, which was one of the options discussed. I'm not in a crisis situation, YET. But that's what preventative maintenance means. This situation, with these models, is complicated by some other-worldly design decisions by Ford engineers and not just any garage, shop mechanic should be trusted to know. The Adviser I spoke to knew about it.
So, I called Service to schedule the , he didn't answer, so left a message asking for a call back. He didn't call me back. Days later I called again, he wasn't available and so I was transferred to Express Lane. That adviser said they don't work on these components and needed to go back to the main shop. Okay, fine, no problem.
No one answered at the Service desk. I called later. The person that answered said that I needed to speak to THAT guy who wasn't available so they would deliver a message and to expect a call back that day.
It has now been two week-days since and no one has called, not THAT guy or one of the other Service Advisers who didn't want to talk to me anyway. It's a common procedure, one that most folks do at least once during the life of their vehicle, and it's recommended.
With my previous history with this Crossroads Ford (W/F) Service and now this, I can only surmise that they aren't inclined to care much about vehicles that aren't purchased from their own dealership. Neither of my Ford trucks were purchased there at Crossroads Ford of Wake Forest. A simple input of the VIN # tells them everything about the history of the vehicle: where manufactured, date of manufacture, options, etc.
Otherwise, there is a culture at Ford, an arrogant culture perhaps, where they really just cherry pick the people and problems they feel comfortable with.
I was respectful, polite, not condescending or demanding. I'm obviously a patient person. But I absolutely will not call again harass or beg them to care about duty, honor, integrity, dedication, commitment, values.
I hope others get great care and satisfaction with their service at Crossroads Ford of Wake Forest. As for me, however, it just hasn't been the case. So, Good Luck!
