Focus Fanatics - View Single Post - Is this really normal?
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Old 02-17-2013, 10:50 AM   #163
snow12
Focus Enthusiast
 
Join Date: Jan 2013
Fan#: 108999
Location: Not Ava, United States
What I Drive: Car

Posts: 247
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Quote:
Originally Posted by paul21 View Post
The only theories I can come up with is that:
1) Non-warranty work is more lucrative
2) Warranty claims are actively denied by Ford making repairs risky
3) Ford is actually hearing customer concerns on the helpline and then denying repairs

Has anyone had success with a CSR/CSM pressuring a dealership to do more to repair their cars?
Add 4) Ford telling dealers to ignore it to the list and im pretty sure you have nailed all of the possibilities.

I guess there have been some that have had success with getting the CSM to help but I personally have not had that experience
Quote:
Originally Posted by GhiaFan View Post
Good points ^^

It is disturbing to read that some are getting their Powershift issues fixes while others are repeatedly being denied.

I wish the customer service reps monitoring this form could comment on why this is happening.
Is it the regional reps causing this to happen?
Is it Ford N.A. worried about their yearly warranty ratings?
Is it something to do with the relationship ratings between the dealership and Ford HQ?
Is it how the dealership service department reports the problems or their findings?

Something is very, very askew in this game, and I feel for the owners who just want a pleasant Focus ownership experience, but it is obvious some are not being treated equally, and sadly we will never really know what that reason is.
I believe that it is something higher than the dealer level. I mean when the car has been to two separate dealerships and they tell me both times "Ford states this is normal operation" that leads me to theorize that HQ has issued some kind of do not fix order for unknown reasons.



Quote:
Originally Posted by riparke View Post
Quote:
Originally Posted by snow12 View Post
"Well Ford has no control over it as dealerships are independent"...I call bullshit! Ford can take away their ability to preform warranty services and can also remove the ability for them to use Ford Credit, they have control. Hell they could probably even stop selling cars to them.
The only theories I can come up with is that:
1) Non-warranty work is more lucrative
2) Warranty claims are actively denied by Ford making repairs risky
3) Ford is actually hearing customer concerns on the helpline and then denying repairs

Has anyone had success with a CSR/CSM pressuring a dealership to do more to repair their cars?

NO
Same here

Quote:
Originally Posted by Sprint View Post
+1 - I had a great experience with my dealer on the clutch grinding issue. They recognized my problem with little evidence (it did not grind as much as usual during the test drive with the tech), they seemed to recognize that there is an overall problem, they replaced my clutches quickly and professionally under warrant and, the work has held up well for several months so far.

Given the number of times this issue is occurring, and that the clutch replacements getting done by many dealers are clearly working, it's very sad and disturbing to hear that many dealers are refusing to address it and try to give the lame excuse that it is normal.

It's even more disturbing to have an actual Ford CS rep interacting on this forum who is not given the authority to properly respond to this issue and guide customer to proper resolution. It must be very frustrating for that person to be relegated to the position of having to tell people over and over again to get in touch with other reps knowing full well that this advice is not helping in many cases.

This is the kind of thing that drives customers away from a potentially good product for no good reason.

So sad.
I've told many to go with other manufactures simply because of this. I hate to trash the Focus as a whole but with my experience I would never let a close friend or relative but one of these cars. I've had three people ask me about the Focus and straight up told them "its a POS". One bought an ILX (a civic ), another a Dodge Dart, and finally Honda Accord; so at least I know I have "saved" a few . I've had random people ask me about it and tell them the same thing, my honest review. As to weather they choose a different car who knows

I agree about the CS thing as well. There needs to be a direct channel for Cory and other CS reps to communicate with dealers and Ford HQ to resolve issues. This compartmentalized system they have now does not seem to be doing so well.
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