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Old 01-12-2012, 03:11 PM   #10
FordService
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Quote:
Originally Posted by MurphyPeoples View Post
Allow me to give a little warning to everyone here posting about transmission problems, and being contacted by the lurking Ford rep here. At first I thought, "Wow... Ford really cares by contacting me based off my posts here".

And maybe that is still true. I don't know. What I do know is that the Ford rep here took ALL MY COMMENTS and forwarded them to the Service Manager from the dealership I bought my car. Without doing ANY editing.

In my post I had complained - without naming the person or dealership - about the lack of concern the manager showed about the issue when I took the car in.

I finally took it in this past Monday and he was obviously really miffed about the whole thing. He took the time to show me the entire e-mail from Naomi here on the website. Which of course detailed my disappointment in his attitude. All of which I had been intentionally vague about here online. But now, thanks to Naomi -or her manager - the whole thing blew up on me.

When I came to pick up the car, he made the extra effort to put on his glasses, and run his finger under the line and read aloud my comments.

Okay... fine. I looked at him wondering how much this must have been eating at him. And if he agonized over whether he should do it or not. But did he apologize or try to explain his attitude? No.

Without batting an eye I asked him "How long have you been here at this dealership?" And he replied with pride, leading me to believe he was oblivious to a point I was trying to make - which I then dropped.

So. In my opinion, this was VERY POORLY thought out (if at all) by Naomi, and handled poorly by the Service Dept. Manager.

In the end - the answer to my transmission problems was... "Here is a July 2011 Ford notice to dealers about the new transmission..." "...and Green Clutches..." "...etc, etc,etc".

The answer - THIS IS NORMAL. GET USED TO IT. Huh. I've got 4,000+ miles and it still makes a sound like rocks in a blender when shifting from first to second. The shudder is gone though. So I'm supposed to live with the unusual sound.To me, if this is truly the case, Ford should make sure the dealer network informs EVERY CUSTOMER when they buy the 2012 Focus, so they won't have the Service department chasing rabbits. But then, they probably wouldn't sell as many of these cars.

In closing, I'd like to say that I really do LOVE my 2012 focus. I'll keep my fingers crossed that this isn't a con job by Ford. My only saving grace is I bought the extended 150,000 mile warranty.
Murphy
Hello MurphyPeoples,

First, I want to apologize for the service you received. This is not acceptable treatment and we take this very seriously. The service you received will be documented and escalated to the appropriate personal for review.

When an owner experiences issues with their vehicle and post these issues on the forum, we reach out to them in the hopes of providing them further assistance, with an end result of resolving the issue as best as possible. This is why we request certain information via PM and forward that information to the Customer Service Manager. I, as well as my co-workers, provide the exact verbiage to the CSM to avoid confusion since we are not trained technicians. The information provided to the CSM is accessible by the dealer, however, I would like for you to be aware, in no way, shape, form or manner do I email any information directly to the dealer.

Again, I want to apologize for your treatment. The intended outcome was not to make you look bad to the dealer, but to make sure the dealer provides all the services possible to resolve the issue with the information provided. I hope you will still consider reaching out to us via the forum and that the safe haven to air your concerns through it as well as at the dealership, will be restored to you.

Thank you,

Noemi
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Last edited by FordService; 01-13-2012 at 07:38 AM.
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