I ordered my car at the end of May and the back of the driver's seat had a defective leather seat cover when I picked up the car on August 2nd. The word FOCUS which is reversed embossed on the top portion of the back of the driver's seat was barely visible. The dealer ordered a new leather seat cover which was installed on August 23rd. That's when the poop hit the fan. The replacement seat cover they installed was too big which caused puckers in the leather.
The Service Manager said there was no adjustment to tighten up the seat cover therefore the puckers were there to stay and FORD would not send a replacement. The dealer suggested I contact FORD Customer Relations. I called them and all they said is "we back the dealer's decision and therefore I would not receive a replacement". I demanded a replacement and FORD Customer Relations told me they could not order a new one for me since they were just the FORD Customer Relations. WTF!!
I went back to the dealer and the Service Manager took several photos and said he would contact FORD for a replacement. I contacted the Service Manager after a couple of weeks elapsed and I was told he did not receive any response from FORD after repeated attempts.
I decided I would contact FORD Customer Relations again BUT by email this time and not by telephone. I emailed them the entire story as well as pictures of the problem seat. I told them they had terrible customer service. I also stated that this was my fourth new FORD vehicle that I had purchased in the last 10 years and I would not buy another FORD vehicle again since they were turning a blind eye to my problem.
A week later I received a call from a FORD Representative for my area. He said he would have the seat cover problem fixed and apologized 99 times. Come to find out he was on vacation for a couple of weeks and there was no one covering for him -- isn't that a great way to run a business! Also I did not receive an answer when I asked why I was dusted off by the FORD Customer Relations when I first called.
So after 5 weeks of playing tug of war with FORD, I bring it in tomorrow for the 2nd replacement of the seat cover. I asked the FORD Rep "What if this one has the same problem?" and he responded "We'll send another one". I told him they should send an entire seat already covered and that way they know there is no problem with the leather and he said "Too expensive to ship". In other words they want the customer to suffer!!
The Service Manager said there was no adjustment to tighten up the seat cover therefore the puckers were there to stay and FORD would not send a replacement. The dealer suggested I contact FORD Customer Relations. I called them and all they said is "we back the dealer's decision and therefore I would not receive a replacement". I demanded a replacement and FORD Customer Relations told me they could not order a new one for me since they were just the FORD Customer Relations. WTF!!
I went back to the dealer and the Service Manager took several photos and said he would contact FORD for a replacement. I contacted the Service Manager after a couple of weeks elapsed and I was told he did not receive any response from FORD after repeated attempts.
I decided I would contact FORD Customer Relations again BUT by email this time and not by telephone. I emailed them the entire story as well as pictures of the problem seat. I told them they had terrible customer service. I also stated that this was my fourth new FORD vehicle that I had purchased in the last 10 years and I would not buy another FORD vehicle again since they were turning a blind eye to my problem.
A week later I received a call from a FORD Representative for my area. He said he would have the seat cover problem fixed and apologized 99 times. Come to find out he was on vacation for a couple of weeks and there was no one covering for him -- isn't that a great way to run a business! Also I did not receive an answer when I asked why I was dusted off by the FORD Customer Relations when I first called.
So after 5 weeks of playing tug of war with FORD, I bring it in tomorrow for the 2nd replacement of the seat cover. I asked the FORD Rep "What if this one has the same problem?" and he responded "We'll send another one". I told him they should send an entire seat already covered and that way they know there is no problem with the leather and he said "Too expensive to ship". In other words they want the customer to suffer!!
