Ford customer service

[Didds]

has anyone ever called before? What do they actually do for you? My file was immediately escalated and I was told I can expect a call back in 48-72 hours, which is pretty sorry.

Backstory if you missed it:

I purchased a new 2011 ford fiesta SES with push button start and leather seats on and picked it up on Dec 15th and fell madly in love. It had 150 km on it because the dealership drove it from waterloo.

On Dec 23rd I went for lunch and afterward the engine would turn over but wouldn't start. It was towed to the dealership with ~650 km.

Battery was replaced and car was returned to me Dec 29th. I went to a pet store on the way home and it wouldn't start again when I left the store. This was about 20 minutes after picking the car up. It was towed back to the dealership.

The fuel pump and rely was replaced Jan 10th and I was expecting a call to tell me that it was fixed, which never came.

Today I called and confirmed problem still exists and the dealership said they're trying other things. After numerous dickmocks in that other thread I posted in, I called ford canada customer service line but I have no idea what the customer service manager is going to do in 48-72 hours other than say that I have every right to be upset like everyone else I've talked to. I'm well aware I have a right to be upset. I drove my brand new car for a week and then it had a relax at the dealership for 2.5 weeks... who wouldn't be upset.

I wanted this car since it came out and I enjoyed our 1 week together.

[Sterno]

And there are no 'lemon laws' in Canada? I would certainly keep on the service rep AND the dealership (and whatever version of Better Business Bureau your country has, etc) and be LOUD.

I had this problem years ago with a brand new Volvo. It was a piece of s**t. I was getting zero satisfaction and, after spending over two months in the shop with no end in sight, one day I walked in, threw the keys in the saleman's face and said I was not going to make any more payments and they could do whatever the hell they liked.

They bought the car back.

It often helps being 6'1", 220 lbs, heavily tattooed, hairy and bearded. I'm really a mild-mannered guy, but I can DEFINITELY foster an aura of menace when it's called for.

[Didds]

Unfortunately not making payments won't hurt anyone but me. I put down a big downpayment and did not finance through the dealership.

[Lonestar]

Although it's understandably upsetting when you experience new car problems, try to keep some perspective here...it's a mass produced machine made by people, so it's not unreasonable to have some problems.... it doesn't mean you have a lemon, nor does it really excuse a bad response on your part. The Ford people are trying to help, I'd give them that chance, and maybe also keep in mind that people respond to those who are generally accommodating and reasonable themselves. I had a problem with the auto door locks and called Ford CS and got a response within 24 hrs as well as a call from the dealer, arranging a convenient time for drop off as well as a no cost loaner car for the day.

There was a time when you were really alone with the dealer if there was a problem with your car, but nowadays, the name of the game is 'Customer Service', the automakers really got the message and are responding with actions, not just words or promises. Work with them, in addition to getting the problem sorted out, you might also have a good experience with the 'face' of Ford, the people at the 800 number, which (at least in my case) added to my overall satisfaction with my Fiesta.

[Sterno]

Originally Posted by Lonestar

The Ford people are trying to help, I'd give them that chance, and maybe also keep in mind that people respond to those who are generally accommodating and reasonable themselves.

Totally agree, Lonestar ... up to a point. There does come a point in time however, if there is no satisfaction, when one must escalate. It usually doesn't come to that, but if/when it does then I want them to view me as NON-accommodating and UNreasonable ... to the point they just want me the hell OUT of there ... QUICKLY.

[Didds]

I'm sorry... a bad response? If you're suggesting I don't have a right to be upset I vehemently disagree.

Or if you're suggesting that maybe I yelled at ford customer service, I would never. I am nothing but polite when dealing with the dealership or a random rep I talk to the first time - it's not like it's her fault. My husband tells me I need to get angry, and while I am angry, I'm not angry at THEM. I'm angry at the situation. I think I've only yelled at a service rep once, and that was bell canada and if you've ever delt with bell canada you'd understand.

When the service manager told me that they *didn't know what was wrong with my car*, I cried. And I'm not bloody happy about it, but I honestly get SO UPSET when I think about the fact I'm making payments on a car that I've owned for 3.5 weeks, has been broken for 2.5 weeks, and they *don't know what's wrong with it*. The amount I put down on the car and the amount I owe on the car is a huge amount of money for me, and it's my first new car, and I did not make the decision to buy it lightly. I have no ability to control the pit this whole thing puts in my stomach.

I just don't know how the ford canada customer service manager who will eventually call me back is going to help.

[Sterno]

Canada has no consumer advocacy organizations to assist in dealing with situations like this?

[Norm201]

Originally Posted by Didds

Unfortunately not making payments won't hurt anyone but me. I put down a big downpayment and did not finance through the dealership.

OK, so how did you finance the balance. Depending on what institution you went with you might be able to enlist their help. For instance if you went with a bank, then they hold title. If you don't pay they take ownership of car. Ask them if they want a car that does not work and Ford can't fix it? It's not that simple but you should be able to suspend payments until you get it fixed.

[Sterno]

Originally Posted by Norm201

OK, so how did you finance the balance. Depending on what institution you went with you might be able to enlist their help. For instance if you went with a bank, then they hold title. If you don't pay they take ownership of car. Ask them if they want a car that does not work and Ford can't fix it? It's not that simple but you should be able to suspend payments until you get it fixed.

Good suggestion. Thing is, it usually doesn't happen like that unless you TELL them that's the way it's going to happen. You've been listening long enough. Time to start telling.

[GapBoyPCS]

Originally Posted by Sterno

Canada has no consumer advocacy organizations to assist in dealing with situations like this?

There are very few, if any. One that comes to mind is the APA. The APA is a member-driven organization, which means the OP would have to pay money to use their services.

Thing is, if Canadians want resolution from the manufacturer, they must follow CAMVAP to the letter. The owner's manual should have the steps that are involved. This usually means escalating the issue with both the dealership AND the manufacturer.

Some provinces might have their own bodies, but since the OP is from Toronto, there's only really CAMVAP or possibly the APA.