As many of our readers who have a Ford know, Ford Motor Company Customer Service Dept. is less than stellar about dealing with major engine and powertrain issues. We can speak from first hand knowledge that it seems if they ignore you long enough, you will either go away, or you will go away. At corporateabuse, we don’t go away. Instead we continue to e-mail Ford as to why they have treated United States consumers with sub-par service. So what we would like to show you is our e-mails to Ford, and there well scripted replies.
On May 19th 2008, we sent an e-mail to Ford through their Media relations dept. asking a very simple question:
“the 2005 Ford Freestar sold in Canada came with a 5/60k warranty, why did the freestars sold in the U.S.
not have the same warranty?”
They replied, and did so fairly quicly. However, they did not answer the question. Here is their reply:
On Mon, May 19, 2008 at 1:50 PM, <crcfmc@ford.com> wrote:
Hello,
Thank you for contacting the Ford Motor Company Customer Relationship Center regarding the
Ford and Lincoln - Mercury vehicles warranty coverage.
As part of our ongoing commitment to quality products, Ford Motor Company provides the following warranties against defects in factory workmanship or materials:
Ford and Mercury Vehicles:
Manufacturer - 3 years or 36,000 miles (whichever comes first)
*Powertrain - 5 years or 60,000 miles (whichever comes first)
Lincoln Vehicles:
Manufacturer - 4 years or 50,000 miles (whichever comes first)
*Powertrain - 6 years or 70,000 miles (whichever comes first)
Coverage for some components may vary under one of the maintenance warranty programs or the Basic, Powertrain, Emissions, Corrosion, or Safety warranties. For further details, please see your warrantyguide which may be found in your vehicle or online at www.customersaskford.com.
*Powertrain coverage applies to vehicles purchased on or after July 14th 2006
If you have any other inquiries, please feel free to contact us and we will be happy to addressthem for you.
Improving the fuel economy of your vehicle starts with regular maintenance at your local Dealership.
Following the maintenance schedule is an easy way to optimize your vehicle’s fuel economy.
Click on the attached link to highlight current incentives and offers available at your local Ford
and Lincoln Mercury Dealers.
http://www.genuineservice.com/genuineservice/en/default?page=K
Sincerely,
Marites
Customer Relationship Center
They have now proven either to not pay attention to the question, or just do not care to deal with this, so we must push on. We reponded on May 20th 2008 with this:
Thank you for your well scripted reply. Now can you answer the question we previously asked?”Questions: the 2005 Ford Freestar sold in Canada came with a 5/60k warranty, why did the Freestars sold in the U.S. not have the same warranty?” I know this may seem difficult to answer, so if need be, you can ask one of your supervisors for the answer. I look forward to your response.
They responded with the exact same e-mail as above, it was like they copy and pasted. We expect better relations than this. So we decided to copy and paste our e-mail, except we added that they should contact a supervisor for help in responding to this. It worked, We finally received an answer as to why Canada consumers were getting a better warranty package than U.S. consumers were getting. Here is what Ford had to say:
On Thu, Jun 26, 2008 at 3:11 PM, wrote:
Hello,
In an effort to assist you, we have researched your inquiry. According to our resources, some general reasons for the difference in warranty by countries are:
1. Competitive Positioning
2. Consumer Demands
3. Market Forces
4. Differences related to geography
Sincerely,
Julienne
Customer Relationship Center
Ford Motor Company
Ok, the gloves are coming off now. This response is essentially a slap in the face to U.S. consumers. In Particular look at item 4. Differences related to geography. What division of geography are we talking about? We were more than happy to write them a macroeconomic essay on their 4 points, we just feel it’s in a readers best interest not to have to post this. What we will post is our summary to them.
The Irony here is that Canada seems to get preferential treatment. Polls show that Canada’s Ford customers have a higher rate of satisfaction. If Ford products were still being entirely built in the U.S. would Canada still get a better warranty package? Is there a Canadian Government influence as to protect their consumer’s better? Furthermore, this correspondence took over a month for Ford to reply, if I stated I was a Canadian national would you have replied quicker? I look forward to your response, and thank you for your time
Sincerely,
Thom
Finally we get to the last correspondence from Ford.
Dear Thom,
Required information was not readily available to the Customer Relationship Center at the time of your initial request. Therefore, your concern was escalated to the appropriate department within Ford Motor Company. To ensure that your inquiry is properly addressed, additional time was required. We sincerely apologize for any inconvenience this may have caused you.
Thank you for your patience.
Sincerely,
Julienne
Customer Relationship Center
Ford Motor Company
They have still not answered the questions, in fact they have treated us much like they do the consumers that buy their product. When you have a problem or concern with your Ford product, you will get the first line of defense that will not satisfy your needs, when you escalate it to a supervisor they will put you off. I think we have proven that through our e-mails to Ford Motor Company.
So the lesson here is “Buyer Beware.” We will be looking into Ford Focus, and why for 7 years they continue to have fuel delivery issues. And how they could take a sub-compact car and make it the most recalled vehicle in history.
20 Comments, Comment or Ping
Richard Lencioni
The throttle cable on my Ford Explorer 2000 Eddie Bauer snapped while I was Driving on the expressway, almost got killed! cost me 250.00 to get it fixed,is there any way I can get reembursed for this expense. Thanks, Rich
Feb 6th, 2009
Milton Guy Esberg
I’m sorry to tell you that there’s virtually no chance in getting reimbursed by Ford. They’re infamous for ripping people off & getting away with it by stalling & stalling and then never doing anything about it. After owning Fords for 20 years we were just ripped-off by the selling dealer for $4000 in undelivered (yet paid for) parts & services that were never delivered. While Ford was screwing around with nonsense email replies the dealership closed its doors & disappeared in the middle of the night with a sign saying “temporarily closed, opening again very soon” when they’d actually just skipped town with about forty customer cars in for service.
Now, water’s leaking into my car & not draining properly and they’re saying it’s not a warranty issue because “rain and leaves are environmental issues and therefore not covered under warranty. I called them only to get the same line. As soon as we can we’re selling every Ford in the family (currently three of them) and buying used cars. It’s just the same as buying a new car from Ford: there’s no warranty.
Feb 26th, 2009
Laryy Miller
I recently had a problem with my ford f150 pick up. the ceramic paint on the windshield cracked and allowed water to leak into my fuse box and the generic electronic module causing all kinds of electical problems including the truck dying while driving it. the gen module was sending signals to the shift on the fly and the four wheel drive was ingaging while i was driving the radio was going on and off and even coming on when the key was turned off and out of the ignition. the wipers would not work, and anything else you can think of that the gen module has an effect on. needless to say i had to replace the gen module, the fuse box and the wind sheild. this was to the tune of $971.00 dollars out of my pocket. the problem i have is that the glass company that replace the windshield told me that the ford dealership had brought tons of vehicles to them with the same problem. when i called ford motor company customer service and told them they told me to take the bill to the dealer i bought the truck from. i know the dealer or dealers have informed ford of the problem so why cant ford correct it and reemburse me my $971.00 that i had to spend to fix their defects. i wonder if the lemon layers that run adds can help me get my money back?????
Apr 28th, 2009
ROBERT DOMONEY
I am trying to get in touch with ford technical department in the Netherlands { Holland } is it possible that you can give me their email address
thanking you Bob
May 13th, 2009
Joanne Navarra
Recently I received a letter from Ford Motor Credit Company and the spelling of my last name was incorrect. It should be Navarra not Navarro. Please change your records. Also I have been waiting for my 1st statement because I like to pay bills early and I have not yet received it. When are the statements mailed?
May 16th, 2009
christopher daniel mendez
when i purchased my 2004 ford explorer eddie bauer i thought i was buying the best vehicle in the market at that time. Today 5 years later iam dealing with a laundry list of problems that still have not stopped. when the guarantee was still valid they never bothered to actually find were the problems are coming from and still even now that the bills are being paid from my pockets iam still having the same problems. what can i do so the ford company keeps picking up the bills for defects that have been ocurring since i first purchased the vehicle.
May 29th, 2009
Peter J Holkenborg
My grandson bought a 2008 Edge. His Edge has Pirelli low profile tires. He hit a pot hole, blew a tire. The then called Ford Roadside Assistance, when they came out, but didn’t have the right size lug wrench to fit the lug nuts on the Edge. Roadside Assistance also couldn’t find the lug wrench in the vehicle. Being a young and un-experienced driver he didn’t know what to do. So he had them tow his vehicle to the dealer where he bought it. He was working in Columbus Ohio, and had it towed to Graham Auto Mall in Mansfield Ohio. Towing bill @ $133.00+
Not more than a month later, he hit another pot hole, blew another Pirelli tire. This time he called a friend to change the tire.
The worst part was these tires are over $200.00 installed on the vehicle. This whole ordeal cost him well over $500.00. As far as Ronnie he said he would never buy another Ford product, or a Pirelli tire. Sorry I feel the same way.
Thanks
Pete
Jul 10th, 2009
Jon Griffith
on Griffith
Your comment is awaiting moderation.
I heard recently that your new E-engine will raise the price of your cars about an average of $3000 each. How long have you folks been sleeping ?
Let me suggest that if the prices don’t come down dramatically on cars made by Ford, GM, and Chrysler, you won’t have to worry about your latest designs. I have not purchased a new or used car from the big three since 1991. It was a piece of junk from Chrysler. I now own a Honda Accord and a Hyundai Santa Fe. There are without a doubt the finest vehicles I have ever owned. Sorry but you folks just dont get it.
Jul 18th, 2009
robert fields
I have taken my 2006 ford explorer in 3 times for a transmission concern and they say they can’t find anything wrong with it. When it shifts into overdrive under light load it wants to shudder and shift up and down and when you come to a stop it slams into first gear. I have extended warranty to 100,000 miles and I think they are trying to let it run out so I will have to pay the cash price to fix it. I also have a problem with putting gas in it.When you put gas in it it will only take 1 or $2.00 and splash it back out on the ground. They replaced the purge cannister at my cost of $500.00 (supposedly wasn’t covered under the warranty) and it still does the same thing.This was last week.If it doesn’t get fixed this time and I get refunded my money back,it’s time to go to court.
Jul 21st, 2009
Dan Hamann
Is there a website I can go to to buy a manual for a Ford model14-92 sickle bar mower with Serial # 20125. Thank you Dan Hamann
Aug 27th, 2009
tom kelly
please explain to me what is Power Train Warranty.what it covers and could show me drawings of my covered parts so i know exactly what you are covering for a 100,000 miles warrant then i can make up my mind if it is worth considering when buying a new truck this year
thank you
Tom Kelly
Sep 18th, 2009
m pereria
I have an f150 2004 it only has 37000 mileS and my air bag light stays on. I failed inspection because of it. the dealer is chargeing me $90. just to put it on the dio. I THINK THIS IS A RIP OFF AND SO IS THE PROGRAMING OF KEYS!!!!!!! I WILL NEVER EVER EVER BUY A FORD AGIAN IF SOME ONE FROM FORD DOES NOT CONTACT ME. I WILL ALSO TELL EVERY ONE I KNOW OF THIS RIP OFF. I HAVE TOLD MY LAWYER OF THIS AND HE IS INTERESTED IN A CLASS ACTION SUIT AGIANST FORD AND THE OTHER CAR MAKERS OVER THIS RIP OFF OF THE ONES WHO BAILED THEN OUT. HEY FORD YOU MAY NOT HAVE TAKEN MONIES BUT YOU STILL CONTINUE TO RIP YOUR COUNTRY OFF
Sep 24th, 2009
Dawn M Ammons
I bought a brand new 2008 EScape and was having trouble out power train (engine and transmission) It’s at the dealer where I bought the vehicle there servicing it now. Now I feel I bought a new vehicle but I’m not getting my money worth with a patch up motor and transmission That may not last before I can pay it off do to a defects from the company. I mean a Engine leaking inside, A bad water pump and transmission slipping do to leaking inside means this is a bad investment on Transportation that I need. Now me and my Husband has purchase 4 new Fords 1989 LX Mustang, 1994 Cobra,1998 Escort and now the Escape. I feel that a new motor and transmission should be installed, to insure me that I’m getting the new car I bought.
Oct 18th, 2009
Gordon Cahill
39 months ago, I leased a 150 from coral gables ford Miami,Fl. I want to
buy the truck.My dealer is out of business. Ford Credit told me to go to any local dealer to make the buy-out transfer. Three different dealers cost for this service was $500. $550. and $600. I didn’t cause this problem. Yet I have to pay excessive fees to buy the darn truck. It would have easyer to let the lease die, and go to cheve and buy a three year old truck. This is the 19 ford I have owned. There are three fords sitting in my driveway now. 1966 T-Bird Conv, 2000 mustang conv and a 150.
Gordon Cahill
Oct 21st, 2009
robert wolfe
i notice a crack on my hatch on the back of my 2004 explorer and took it to 2 dealer and called customer service and everybody gave me the same run around that it is happening on others and alway just live with it. And ford is wondering why they are going out of business.
All you are doing is pushing the sales of new cars and don’t stand behind the ones u sold. I for one will never buy another ford.
Oct 22nd, 2009
Dean Bjornson
I have had a bad experience with my local dealer on a warranty issue and wish to write a letter to the Ford Motor Company expressing my disgust with the way I was treated. What is the address that will get the most attention to the FMC and get the point across to my local dealer that they cannot treat their customers that way. I also intend to send a cc copy to the Washington State Attorney General’s office as well as the BBB in the city in which I live.
I later traveled 25 miles to another dealer and received outstanding warranty service on my car and was very pleased. I intend to include kudos praising that dealer in my letter. My question is “why would I have to travel 25 miles to be treated right, when they could have done the same thing here in town? Sincerely, Dean Bjornson
Oct 26th, 2009
Henry H Miller
I have been a loyal customer since I purchased by 2002 Ford Excursion in Newport News VA (Hall Ford). I was transferred to Tucson, Arizona in April 2005 and maintain the Ford Service through the local dealership (Jim Click). I have tried to maintain the service even after the warranty coverage expired. Even when I felt some of the repairs should have been covered by previous worked that was supposedly accomplished. Case in point the current recall on my vehicle according to the service rep has been accomplished already. However when I went on a road trip recently and tried to use my cruise control it did not function. So I stop by the dealership yesterday and asked about the matter. The service rep took down my VIIN number went inside, came back out and asked me to pop the hood, which I did and proceeded to show me some wires. Stating that was the recall fix. Then went on to state, I see the drops on the wiring which if the recall fix had not been done, probably would have caused some grave damage and is probably the reason why your cruise control is not working. So with that I ask why this isn’t covered by the recall since prior to them fixing the matter I was able to use my cruise control. My vehicle was also broken into and Jim Click did the repairs so between the repairs that did when my ignition was ripped out or the recall I would seriously think I should not be paying for this out of my own pocket. Loyal Customer and retired Vet.
Oct 28th, 2009
Charles Cross
To whom this might concern. I have a F450 with the 6.4 liter motor. This truck has 18.000 miles on it. I was driving in town and it just dies on me. Had it towed to MIKE BROWN FORD in Granbury Tx. They told me it was probabaly electical. Called me and told me it had sand in the fuel system and it was ruint. Would take 7,800.00 to fix. But would not be covered under warranty as fuel was contaminated. So called ins. Company and filed a claim. When ins. man shows up they suddenly say it is rust and water, now ins. does not want to cover either. So if it is not covered by ins. the warranty should cover this. I was 2,500 miles over when supposed to change fuel filters but did change them. Now they say it was because i did not change filters. This is crap, I own 5 diesel vehicles that use the same fuel from the same place an never had a problem at all from any other vehicle. The real problem is I cannot and won’t pay this out of pocket when the truck only has 18K on it. Don’t know how something could get in the fuel system but they say it did. Now either the warranty covers this or Ford Motor Credit is going to get a 55,000.00 truck back BROKE. And I have purchased 10 or 11 new Ford vehicles since 1994 and have paid for everyone now have two that i am making payments on. I have been a loyal paying customer that has bought more vehicles from Ford than most folks do in a lifetime. I need this to be covered by warranty or like i said Ford will be getting this F450 back. I have done and tried doing everything i can to make sure my vehicles run correctly. And I KNOW THAT going over 2,500 miles on changing a fuel filter should not void any warranty or the fact that the filters did not do there job and catch contaminants before they reach the motor is not my fault. The truck should have showed some sign of losing power way before anything could have gone THROUGH the filters into the rest of the fuel system. If the filteres are not good enough to keep the motor protected in just such a case then something is not right. This should never have been able to happen and have talked to several others that the same thing is happening to. Was told that if your water seperator light comes on you should instead of doing what the owners manual says to do Change the filters then. This did not occur but that in itself is explanation that there is a problem there. I do not want to lose my truck as it is the only way I have to move equipment, but i can’t afford to just had them 7,800.00 The dealeship has not even tried to find an alternative soulution as to what all is damaged they just went as far as looking in to the fuel well and called and told me it would not be covered as it had SAND in the fuel system. Then they say it is something else. I am currently trying to use my Ins. but they seem or so they say at this time still under investigation, but that there seems to be rust that came from the fuel lines themselves this was never looked at by the dealership just I had contaminated fuel. Also if this is not the correct persons i should be dealing with please inform me of who I should be contacting. Chales Cross.
Oct 30th, 2009
Terry Saunders
I’ve bought ford products from the early 90’s, and I’ve been totally satisfied with every purchase. I’ve not had any problems-just general wear and tear,and I just wanted to voice a postive view on your company.
Thanks,
Terry
Jan 16th, 2010
Nadine Burroughs
Transmission Torque Converters: WARRANTY, OTHER CLAIMS SURVIVE AGAINST FORD, Daigle v. Ford Motor Co., 29 No. 24 Westlaw Journal Automotive 9, Westlaw Journal Automotive May 25, 2010
A Minnesota federal judge has allowed class-action, breach-of-warranty and unjust-enrichment claims to move forward against Ford Motor Co. for allegedly designing minivans with faulty transmission torque converters. Plaintiffs Rex Lindsay, James Genovese, Henri Caron, Sylvester Hobbs and Edward Daigle say their 2004-2006 Ford Freestar and Mercury Monterey minivans have defective torque converters that cause the vehicles to lose power to the wheels.Their class action alleges six claims against F…
Jun 3rd, 2010
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