XR6 Brand New - dies at 250klm - Page 2

Joe5619 · 28-08-2009, 07:15 PM

Quote:

Originally Posted by ch33z1l

If that's what they advertise as part of the contract, then they are responsible for keeping their end of the bargain. If you can't guarantee the service, then they shouldn't be advertising it.

I agree 100%, but being asked to wait until Monday & being told a "spare" car is not avaviable right now is very fair IMO!! You can't just excpet the whole world to stop becuase you have a problem

Gobes32 · 28-08-2009, 07:25 PM

Has anyone thought it may be a case of dodgy LPG? The exact same thing was happening in Melbourne a few weeks ago, fill up with LPG at a Shell servo and a few k's down the rd the car becomes sluggish and then next thing, BOOM!, and no ignition........

Gobes32 · 28-08-2009, 07:26 PM

And if they think it is dodgy fuel then that is why they are saying they cannot look at it until Monday.....?

ILLaViTaR · 28-08-2009, 08:38 PM

Quote:

Originally Posted by csv8

Why don't FORD do something about the service departments ? surely they must be aware of the problem ??
I have dealt with Metro Ford for 10 years and have had no problems with their sales/service/spare parts departments. They aren't the most conveinient dealer for me,but their service from them over the years, keeps me going back to
them.

Because like most billion dollar businesses when an expense comes back that their responsible for they're try anything from loop hole to loop hole to wriggle out of it.

In one word, greed.

I6DOHC · 29-08-2009, 07:14 AM

Quote:

Originally Posted by PepeLePew

OP's FIL takes the car in for one incident, has a genuine issue, ONE genuine, though serious customer service issue....does this necessarily correctly lead to a dealer and or Ford bashing thread?

Mate post up where your FIL is, and like ANY car manufacturer I'm sure you'll get suggestions here as to good dealers who may help him out better in the future.

Maybe you have a point....but the fact that there appears to be many horror stories so readily supplied by other people may indicate there is a real problem in (some of) the dealer network? I think the people on this thread supplying these stories have a genuine sympathy for OP's FIL...as they've most likely been there done that (I know I have, but being a ford tragic myself I've kept the faith like the puppy that's been kicked in the guts).

If this was your first ford purchase, you'd only done 250km, broke down and you took it back to the dealer and were given the run-around....you're not exactly going to be left with confidence in your purchase I woudn't think. If this is the standard...then the risk is the brand will become tarnished as these people broadcast their experience.

I know not everyone can be kept happy all of the time, but you shouldn't have to shop around to 'find' a good dealership.

P6LTD351 · 29-08-2009, 09:21 AM

Quote:

Originally Posted by Joe5619

I agree 100%, but being asked to wait until Monday & being told a "spare" car is not avaviable right now is very fair IMO!! You can't just excpet the whole world to stop becuase you have a problem

Um, yes I can. And if I spend $40000 on a NEW car, I also expect the red carpet laid out for me to. Businesses just don't get it. Word of mouth advertising has an AMAZING impact.

**Peuty** · 29-08-2009, 10:04 AM

Ok, so you took the car back to the dealer for repairs and they said they couldn't help you until Monday. Ever hear of waiting your turn? Maybe the reason they couldn't fix it right there and then was because there were other customers in front of you. I know it's hard to comprehend, though.

**PepeLePew** · 29-08-2009, 10:18 AM

Quote:

Originally Posted by I6DOHC

Maybe you have a point....but the fact that there appears to be many horror stories so readily supplied by other people may indicate there is a real problem in (some of) the dealer network? I think the people on this thread supplying these stories have a genuine sympathy for OP's FIL...as they've most likely been there done that (I know I have, but being a ford tragic myself I've kept the faith like the puppy that's been kicked in the guts).

If this was your first ford purchase, you'd only done 250km, broke down and you took it back to the dealer and were given the run-around....you're not exactly going to be left with confidence in your purchase I woudn't think. If this is the standard...then the risk is the brand will become tarnished as these people broadcast their experience.

I know not everyone can be kept happy all of the time, but you shouldn't have to shop around to 'find' a good dealership.

There are many threads on this forum of these 'horror stories', if that is a appropriate term. BUT....

People being people post when they have problems. They vent. If they receive the service level they expect, they dont post squat, thats business as usual.

If they receive exceptional service, they post occasionally, though humans tend to be more proactive on the negative than the positive. This forum also has that content.

It isnt specific to Ford, one of the most common cars in this country, with one of the most common dealerships. And yes, with any 'non premium' brand where there are plenty of dealerships quality will vary, and you may have to shop around. Or just post a q here and ask, works quite well. But even at those labelled by some, even on this forum, as bad, there are those that have received exceptional service from those variable resources called humans employed at that time at that place. And ditto for the 'good' ones.

Ive had Fords, Holdens, Nissans, Mazdas, Mitsubishis and other cars Ive forgotten. I've had a mix of good and bad experiences with ALL...if I post a bad experience with a Ford dealer here, it doesnt make for a epidemic related to the brand.

I am not a Ford 'tragic', but I accept the realities of what I've bought. Its a mainstream vehicle shoved off the end of a production line with possible inherent flaws I paid a sharp price for, and my experiences arent guaranteed.

I sympathise with the OP's FIL, but we can either start a witch hunt and a bitchfest which is a very internet thing to do, or try and help him find a better Ford experience if that is necessary and he cant work out his issues with the dealer directly.

Id hope he posts soon for his sake the dealer has kissed his rear end in 10 places in apology and thrown in some floor mats. Maybe approaching the dealer principal with his experience will help in the first instance.

**PepeLePew** · 29-08-2009, 10:21 AM

Quote:

Originally Posted by Peuty

Ok, so you took the car back to the dealer for repairs and they said they couldn't help you until Monday. Ever hear of waiting your turn? Maybe the reason they couldn't fix it right there and then was because there were other customers in front of you. I know it's hard to comprehend, though.

To be fair Peuty I dont think its so much about the delay in repair, but the apparent reluctance to supply a loan vehicle. I dont know where the line is drawn as to whats fair to expect from a new vehicle, but I reckon 250km's you dont expect to be catching a bus home

BOSSGT302 · 29-08-2009, 10:21 AM

Quote:

Originally Posted by FORD ZD 351

After enjoying his V8 Au Ute from new for 10 years my father in law took delivery of a new XR6 Ute last week - on Gas. Today, it starts to lose power so he drives straight to Ford. It has a huge backfire in the car park. This dealer runs a service dept until midnight on weekdays but wont look at this BRAND NEW Ute until Monday. He had to demand a ute to drive home .. they were not eager to offer one.
Can anyone beleive this ?? The car has done 250 klms.

Not a good situation i agree, but I have to say our local Ford Dealer has been great with service and warranty issues. My wife had only had her Focus for a couple of months and it broke a drive shaft, The local dealer sorted the tow truck and they lent her a XR6 while the repairs were done. Had my BF GT in on Thursday for a few small warranty bits, all to easy and professional, including courtesy bus to and from work, personally can only say very happy with Ford and the local Dealership. JOHN McGRATH WODEN ACT.

RATT · 29-08-2009, 11:31 AM

It is extremely unfortunate that the car has had an issue at 250km. However, turning up and expecting a loan car and/or your ute to be "repaired" can be difficult.

Firstly, there isn't an infinate number of loan cars available, despite what people may think. Most would almost always be lent out. Secondly, there would have been other cars booked in advance for service, warranty or whatever. While some strings can be pulled, I am sure you wouldn't like your car delayed because someone else wanted their car done first.

There are alot of good service departments of all brands out there, but hardly any ever get a mention.

ltd · 29-08-2009, 12:42 PM

Quote:

Originally Posted by RATT

It is extremely unfortunate that the car has had an issue at 250km. However, turning up and expecting a loan car and/or your ute to be "repaired" can be difficult.

Firstly, there isn't an infinate number of loan cars available, despite what people may think. Most would almost always be lent out. Secondly, there would have been other cars booked in advance for service, warranty or whatever. While some strings can be pulled, I am sure you wouldn't like your car delayed because someone else wanted their car done first.

There are alot of good service departments of all brands out there, but hardly any ever get a mention.

Exactly.
That's why I suggested he see the sales rep that sold him the car, he may have been able to lend him a demo or even a second hand car whilst waiting for it to be fixed.
Screaming and demanding attention gets you nowhere; most times the recipient becomes so incensed that they'll deliberately be less helpful.

Joe5619 · 29-08-2009, 01:31 PM

Quote:

Originally Posted by eb2monty

Um, yes I can. And if I spend $40000 on a NEW car, I also expect the red carpet laid out for me to. Businesses just don't get it. Word of mouth advertising has an AMAZING impact.

If they stopped everything just to get to your car, then someone else gets stuff around & will make the same bad "World of month"..

Being asked to wait half a week is not unreasonable!!

Eu-GenixX · 29-08-2009, 02:56 PM

seems the general tone of this thread is split pretty evenly.... some say it's not good enuf.. some say you can't expect the dealer to drop everything..

i'm afraid i have to agree to the latter...

i know after spending that sorta coin... you want to demand everything .. and you may rightly deserve it... but at the end of the day.. they are a business.. and can't wave a magic wand to fix every problem that pops up instantly...

i bought my BF XR6 second hand.. and 2 weeks after owning it found a mass of rust in the boot.. i called the dealership.. rather than just rock up... they asked me to come in to show them... they had a look and asked me to take it to their service dept... which i did.. they then took photo's.. told me it shouldn't be an issue to get fixed.. and asked if i needed a loan car.. i said yes.. so they booked it in for a few days later.. and organised the loan car for me... (Denmac Ford at Indooroopilly)... these guys also bent over backwards to get me the car in the first place

the whole process took about a week or so.. from when i first had the problem.. to dropping the car off... given the time.. they were happy to help.. i just had to fit in with their schedule.....

altho a car not running is a little bit different to my problem.. i was still able to drive the car while they organised the repair..

a possible reason for these dealerships with bad names could actually be the customers expecting the world... a dealership can't always just drop everything just for you.. if they did that for everyone.. nothing would get done... it's a shame.. hopefully the experience gets better from here...

you attract more flies with honey... as the saying goes

mik · 29-08-2009, 04:08 PM

Quote:

Originally Posted by RATT

It is extremely unfortunate that the car has had an issue at 250km. However, turning up and expecting a loan car and/or your ute to be "repaired" can be difficult.

Firstly, there isn't an infinate number of loan cars available, despite what people may think. Most would almost always be lent out. Secondly, there would have been other cars booked in advance for service, warranty or whatever. While some strings can be pulled, I am sure you wouldn't like your car delayed because someone else wanted their car done first.

There are alot of good service departments of all brands out there, but hardly any ever get a mention.

what he said....

torbirdie · 29-08-2009, 04:10 PM

Quote:

Originally Posted by RATT

It is extremely unfortunate that the car has had an issue at 250km. However, turning up and expecting a loan car and/or your ute to be "repaired" can be difficult.

Firstly, there isn't an infinate number of loan cars available, despite what people may think. Most would almost always be lent out. Secondly, there would have been other cars booked in advance for service, warranty or whatever. .

Cant expect them to drop everything, cant produce loan cars out of thin air.....yadayadayada, blah, blah.....=copout.
They obviously arent employing enough mechanics and are quite happy to put people in a queue to sort out problems, much like my local safeway, if each register "only" has two people waiting, they close one down so there is at least a queue of 3.

Run out of loan cars?, for the rare situations when they have so many fords that are only a week old dropping dead they could use hire car companies?, Im sure they could do a deal with one of the companies and make sure they only get Fords etc....blah, blah

RATT · 29-08-2009, 08:34 PM

Quote:

Originally Posted by torbirdie

Cant expect them to drop everything, cant produce loan cars out of thin air.....yadayadayada, blah, blah.....=copout.
They obviously arent employing enough mechanics and are quite happy to put people in a queue to sort out problems, much like my local safeway, if each register "only" has two people waiting, they close one down so there is at least a queue of 3.

Run out of loan cars?, for the rare situations when they have so many fords that are only a week old dropping dead they could use hire car companies?, Im sure they could do a deal with one of the companies and make sure they only get Fords etc....blah, blah

Aren't employing enough mechanics aye? You obviously do not run a business.. especially comparing it to your local safeway..

Pinch · 29-08-2009, 09:53 PM

It might be pure coincidence, but I had nothing but problems with all the Ford dealers (6) I dealt with in the purchase and running of my BA2 XR6, yet never had an issue with Hyundai, Mini/BMW or Subaru when dealing with their new cars. One slight issue with VW. I have bought 2 Fords from independent second hand dealers and both bent over backwards. Just no reason for the shabby and pathetic treatment of me by Ford dealers. Not just indifferent - downright shabby (expletive but for swear filter). Thinking it was just me after I threw my first tantrum in 25 years in a Ford dealer with the BA, my wife then was compelled to do the same 6 months later - at a different dealer. Sheer, utter frustration that could have been easily and simply avoided by at least the most basic level of professionalism - esp compared with mates who had similar age, similar priced, similarly mainstream cars from other marques with no bad experiences. Unfortunately all of our cars have needed some sort of warranty attention. All were dealt with professionally, expeditiously and to minimise inconvenience - except Ford. Even Hyundai.

Yes I have written to Ford about all this, thrice. Never even the simplest of responses.

Love my Fords. Secondhand. And serviced by my great independent mechanic.

Am I a pedantic, imsufferable 'all about me' customer? Hardly. I would rather just cop crap than make a scene. I am told by all and sundry that I am the most laid back, agreeable bloke and that sometimes I should be more assertive. Owning a new Ford recently was like a personal development course I suppose. The glass is always half full I suppose (and if its not - refill it)!

torbirdie · 29-08-2009, 10:06 PM

Quote:

Originally Posted by RATT

.. especially comparing it to your local safeway..

seems a fair comparison to me, skimp on saving the wage of one under paid person for an hour and succeed in annoying many of the customers.

Smoke Pursuit · 29-08-2009, 10:13 PM

Quote:

Originally Posted by RATT

It is extremely unfortunate that the car has had an issue at 250km. However, turning up and expecting a loan car and/or your ute to be "repaired" can be difficult.

Firstly, there isn't an infinate number of loan cars available, despite what people may think. Most would almost always be lent out. Secondly, there would have been other cars booked in advance for service, warranty or whatever. While some strings can be pulled, I am sure you wouldn't like your car delayed because someone else wanted their car done first.

There are alot of good service departments of all brands out there, but hardly any ever get a mention.

Sorry mate, but i dissagree with you totally... I know how delearships are run and for them not to atleast diagnose the car on friday for him is a disgrace... Most dealerships have plenty of staff either in predelivery / service that could easily atleast hook a computer up to the car and start work on it friday..

As for the loan car BS you go on about most dealers have up to 15 registered demos sitting on the lot, any serious dealership sales manager that had this brought to his attention would give the customer his own drive car and steal an undriven demo or a used car for himself for a few days...

I guess thats the difference between a big dealership who doesnt care once the cash is in the bank and a smaller dealer who cares about future business / referals..

: Its bad enough having a brand new car die, let alone being treated in the way described above.. I would explode!

mik · 29-08-2009, 10:27 PM

usually they are flat out trying to get cars out for the weekend on a friday arbo with limited staff, as if someone pulls a sickie its usually on a friday i too know how dealer ships work ;).

Smoke Pursuit · 29-08-2009, 10:28 PM

Quote:

Originally Posted by mik

usually they are flat out trying to get cars out for the weekend on a friday arbo with limited staff, as if someone pulls a sickie its usually on a friday i too know how dealer ships work ;).

Most of them have nothing to do at the moment...

My local we drive in wanting services and they do them on the day.. The one up the roads pretty much the same...

RATT · 30-08-2009, 08:28 AM

Quote:

Originally Posted by bfiipursuit

Sorry mate, but i dissagree with you totally... I know how delearships are run and for them not to atleast diagnose the car on friday for him is a disgrace... Most dealerships have plenty of staff either in predelivery / service that could easily atleast hook a computer up to the car and start work on it friday..

As for the loan car BS you go on about most dealers have up to 15 registered demos sitting on the lot, any serious dealership sales manager that had this brought to his attention would give the customer his own drive car and steal an undriven demo or a used car for himself for a few days...

I guess thats the difference between a big dealership who doesnt care once the cash is in the bank and a smaller dealer who cares about future business / referals..

: Its bad enough having a brand new car die, let alone being treated in the way described above.. I would explode!

Now I am going to disagree with you.
I don't know what time you think pre-delivery, service staff finish work, or the fact that they would all be able to "hook up a diagnostics computer" that they all seem to have??! Especially pre-delivery..
Loan car BS?! Are you serious!? What size dealership do you think would have 15 registered demos sitting there they could just lend out? Was the sales manager made aware of the problem at all?

And as for having "plenty" of staff? I guess you were under a rock when Ford Credit and GE Money pulled out of Australia which almost caused many of their dealerships using their floorplan to go under.
As a direct result all have reduced their stock holding to well under 40% of what it was this time last year. Meaning the days of registered demos just sitting there unsold for 12 months plus are all but gone for the vast majority.
But I guess you would have known this since you know how dealerships are run.

FORD ZD 351 · 30-08-2009, 08:47 AM

Seems I have touched a nerve with many of you not willing to agree that Customer Service is lacking in this example.

Facts in response to many posts-
Bad LPG - the cars is still on the 1st tank - supplied by the dealer
Loan Cars - in abundance. I've personally had loan utes from this Dealers used car lot. No excuse.
He Got upset ?? - no way. This guy would have remained super calm and not raised his voice. His face would have told people that 'he's not happy.'
Fri afternoon too busy - the car came in last Wed.
Dealer not equipped to deal with the problem - we are talking about one of Brisbane's biggest on the South Side. Wont be naming and shaming. At least not until we've seen the issue sorted.
Contact 'big brother Ford' - yes, that is being considered.

You can be almost certain it's an LPG related issue and may have been sorted in less than 30 min. You'd think the dealer could sort his people to effect a solution and at least take a 30 min look. Even atempting a fix would have looked better than the 'nah, sorry mate' response.

Why many of your think it's smart business to not provide Customer Service in this case is beyond me. A little customer service goes a long way to making sure 'this guy buys again' and 'recommends us to his friends.' Any business owner would understand that. It's just hard for many Blue oval followers to swallow their pride.

I'll be flying the Blue flag at Bathurst in a few weeks ... so dont tell me i'm not supporting the brand. It's just sad to see the way things are going.

Will post the diagnosis next week. In the meantime. You Site Sponsors / Business Owners / Gold Members who have commented should take a moment to think about the concept and benefits of good customer service.

CAMS290 · 30-08-2009, 11:49 AM

Had a similar experience with a $240,000.00 Mack I bought, needless to say I wouldn't but another one.
Little bit of good old customer service goes a long way, and in my line of work the word spreads very quickly about poor dealerships, I work with about 60 owner drivers.

Smoke Pursuit · 30-08-2009, 12:02 PM

Quote:

Originally Posted by RATT

Now I am going to disagree with you.
I don't know what time you think pre-delivery, service staff finish work, or the fact that they would all be able to "hook up a diagnostics computer" that they all seem to have??! Especially pre-delivery..
Loan car BS?! Are you serious!? What size dealership do you think would have 15 registered demos sitting there they could just lend out? Was the sales manager made aware of the problem at all?

And as for having "plenty" of staff? I guess you were under a rock when Ford Credit and GE Money pulled out of Australia which almost caused many of their dealerships using their floorplan to go under.
As a direct result all have reduced their stock holding to well under 40% of what it was this time last year. Meaning the days of registered demos just sitting there unsold for 12 months plus are all but gone for the vast majority.
But I guess you would have known this since you know how dealerships are run.

Your still missing the point.... if someone has to work late to resolve the problem then they should. As he said the car was there wednesday?? Why should somoene wait 5 days?? That is inexcusable!

As for the registered demos most dealers have between 30 - 40 if they are half decent... 5 - 10 registered sitting on the lot getting bonus money, 10 or so loan cars and the rest of them are made up by staff drive cars so lets just say 30 registered demos. If it was my dealership and i was the sales manager or dealer principle id rather catch a taxi home or get one of my staff to drive me home then see a customer who just bought a brand new car be inconvenienced... but thats beside the point as he did actually get a car, after jumping up and down.

I think we all know about the GEC and what it has done to dealerships, they certainly arent run off their feet...

CAMS290 · 30-08-2009, 01:00 PM

Quote:

Originally Posted by bfiipursuit

Your still missing the point.... if someone has to work late to resolve the problem then they should. As he said the car was there wednesday?? Why should somoene wait 5 days?? That is inexcusable!

As for the registered demos most dealers have between 30 - 40 if they are half decent... 5 - 10 registered sitting on the lot getting bonus money, 10 or so loan cars and the rest of them are made up by staff drive cars so lets just say 30 registered demos. If it was my dealership and i was the sales manager or dealer principle id rather catch a taxi home or get one of my staff to drive me home then see a customer who just bought a brand new car be inconvenienced... but thats beside the point as he did actually get a car, after jumping up and down.

I think we all know about the GEC and what it has done to dealerships, they certainly arent run off their feet...

I agree totally, a new car purchase is to most people the second largest thing they will buy, a house being the first.

The sales experience can be easy, only to be horribly let down by the after sales service or lack thereof.

P6LTD351 · 30-08-2009, 01:18 PM

You people making excuses for poor customer service are killing me! This is not an attack on Ford. It is an attack on poor customer service in GENERAL, be it car dealers, department stores; WHATEVER. Customers don't want to hear about excuses why things CAN'T be done. They want solutions. Buying a new car can be stressful at the best of times, you know, hoping it works, that there won't be issues etc. I agree with the guy that said if there were no loan cars, give a demo or USED car on the lot. Just something that shows the customer some service. And if it means that something has to stay back after work to get it done, so be it.

**PepeLePew** · 30-08-2009, 01:20 PM

Referring to the OP's first post, his FIL DID get a loaner, so discussing demo levels etc has limited relevance.

The fact they were reluctant to loan a car under the circumstances IS. Ive never seen a dealer who wouldnt pull a used car off the lot to sell a new car. Ive had a few when demos werent available in the config I wanted to try out. So likely vehicle resources werent the issue

Its the dealers ATTITUDE that is in question here. The fact they couldnt look at the car could simply be resources, such if life. But under the circumstance good customer service would dictate the alternative ride should be offered with a smile and apology, IMHO. If I was involved in a dealership, or any other business selling a product whether $10 or $100K, you take swift action to ensure the customers experience is the best you can make it. Out of curiosity though, who was he dealing with and what were their roles?

Whatever the cars issue is will be interesting, but the memory of that initial interaction will remain. UNLESS the dealer can kiss and makeup. 'Sorry about how we handled your issues Friday it wasnt handled well and heres a set of floor mats. My name is x and I am the Service Manager and I'll take care of your vehicle personally' Yadda yadda.

Damage control.

P6LTD351 · 30-08-2009, 01:31 PM

Quote:

Originally Posted by PepeLePew

Referring to the OP's first post, his FIL DID get a loaner, so discussing demo levels etc has limited relevance.

The fact they were reluctant to loan a car under the circumstances IS. Ive never seen a dealer who wouldnt pull a used car off the lot to sell a new car. Ive had a few when demos werent available in the config I wanted to try out. So likely vehicle resources werent the issue

Its the dealers ATTITUDE that is in question here. The fact they couldnt look at the car could simply be resources, such if life. But under the circumstance good customer service would dictate the alternative ride should be offered with a smile and apology, IMHO. If I was involved in a dealership, or any other business selling a product whether $10 or $100K, you take swift action to ensure the customers experience is the best you can make it. Out of curiosity though, who was he dealing with and what were their roles?

Whatever the cars issue is will be interesting, but the memory of that initial interaction will remain. UNLESS the dealer can kiss and makeup. 'Sorry about how we handled your issues Friday it wasnt handled well and heres a set of floor mats. My name is x and I am the Service Manager and I'll take care of your vehicle personally' Yadda yadda.

Damage control.

shhh, you talk too much sense