Normally I
wouldn’t take my blog down this path, mostly because it can open up a can of
worms, but I think the key is to get the word out, however I can. In the grand scheme of things, I realise this
is a blip on most radars, the fact that I own a car and took it to a dealership
are things some people can’t afford, and before any of you harp on me about
taking it to the dealership, they did have the best rate, though the price was
one I didn’t quite fully appreciate until later. I realise that complaining doesn’t change
things, but I hope that this will prove as a good lesson for car buyers out
there.
About two months
ago, I took my car in for the state inspection.
As expected, they came back telling me something else is wrong with the
car. Of course they do, this is why, as
a whole, people don’t trust mechanics.
There’s always something more and it is never covered under any warranty
or maintenance plan. They asked me to
bring it back in, which I did the following week. I had initially decided that if it were a
couple hundred dollars, to just get it fixed and be done with it. The quote came back at over $500. In this instance, they got the car back to me
quickly when I made it clear I couldn’t afford that much on my car. It was an oil leak of some sort, but they
used enough technical jargon to keep me from understanding it fully.
I took my car
back, calling BS on their assessment. My
father has a friend who isn’t really a great mechanic, but a somewhat reliable
one. I figured, if Ford was charging me
$500, this guy should be less, right?
Wrong. He didn’t have the right
equipment and was asking for $1200. My
father warned that I needed to get it fixed.
I do want to digress here enough to say that if this had been my sister,
he would have paid for it and moved on, but since it’s me, my parents don’t
offer to pay for things, because I’m well off or whatever they tell themselves
to justify always helping her and never helping me, but I digress.
I waited a few
weeks more, then called Ford up and dropped my car off on the 31st
of July, at 7.30, as I always do and took the shuttle back to my office. Scott, my team lead or whatever, told me he’d
let me know when the car would be ready.
I grant you, that is enough of an ambiguous sentence to absolve him of
some responsibility. I wait and wait and
wait. At about 12.30, I call and ask him
what the status is, but I have to leave a message. At 3.15 I get a call back. Math isn’t my strong suit, but isn’t that
more hours than it should be for a call back?
Scott says the car won’t be ready today, but should be ready tomorrow,
do I need to make arrangements to get home? Of course I do, you have my car and now the
only ride I had home is gone (my mom) – so I ask him to have the shuttle come
get me. He does offer a rental car, but
I assume the car will be done the following day, so I decline. Besides which, the added hassle of having the
rental car is rarely, if ever, worth it.
As per usual, the shuttle shows up at 4.10. Mind you, I get off of work at 3, so I’m
waiting an extra hour because Scott can’t return phone calls in a timely
manner. Imagine how annoyed I am at this
point and we’re only halfway through the story.
Wednesday rolls
around and I’m thinking, surely my car will be done by midday. Once again, I call at noon, this time it only
takes Scott 2 hours to call me back, a nice change of pace. He says the work is really complicated and he
hopes to have the car done by the end of the day today. When he says that, he means 5.30 PM, not my
business hours. So I grab a ride with
someone else and get a phone call after 5.30 telling me the car is ready. I bite my tongue to say anything at this
point, knowing Scott has been less than helpful and rather passive aggressive
in his dealings with me.
I pick the car
up the following afternoon, carless for almost three days, thank you very much,
and much to my surprise, the car actually does work properly. On at least one occasion I’ve had to return
the car immediately because something else didn’t work. It’s a crapshoot when you drop your car off
at the dealership, especially Cowles Parkway Ford.
At this point, I’m
patiently waiting for the survey. At no
point during any of this inconvenience did Scott, or anyone, at the dealership
offer any compensation for the extreme delay in getting my car back. One could argue that they were ‘doing a
thorough’ job or something along those lines, but I don’t buy it. I checked my odometer, and while it didn’t look
like they’d been joyriding, they’d know how to adjust it if they had. The whole episode just stunk of dirty
dealings.
The survey shows
up a couple days later and to say I body slammed Scott would be putting it
mildly. I used the 500 character limit
as best I could and gave them the worst review I could. And what was the dealership’s response to
this? Not one, not two, but three
different phone calls and a promise of something I don’t know that I’ll ever
get.
The first phone
call is from Richard, I have no idea who Richard is. But he asks me if I have concerns. No, I don’t have concerns, you idiot, I have
a complaint that you’re not dealing with.
Richard hems and haws, but doesn’t really offer anything, nor does he
seem all that interested in what I’m saying, just doing his due diligence in
making the call.
The second call
comes from Matt (he’s a ginger). I’ve
actually known Matt for several years since I’ve brought this car in here for check-ups
over the course of its lifetime. Matt’s
a little more reasonable to talk to and agrees that waiting for a return call
for an excess of two hours is unreasonable and he didn’t make excuses, unlike
Richard, who cited being very busy.
Guess what, we’re all busy, it’s called work for a reason, Richard. Matt offers me a full detailing. Given how I’ve seen them clean my car before,
I think, fine, that’s the best I’ll get, there’s a 20% chance they might
actually a) remember and b) do it when I drop the car off again.
And then there’s
the third call, from our antagonist, Scott.
Why Scott would call me and why either Richard or Matt would tell him to
call me is beyond me. The call was
yesterday morning, but I was too angry to write anything then, but have since
calmed down (yes, this is calmed down) and am able to get my thoughts together. As Richard had intoned, Scott too asked me
what concerns I had. What my response
is, I couldn’t tell you, but needless to say at no point was Scott apologetic
in any way. The word I’d use would be righteous. He was right, I was wrong, and he proceeded to
let me know why I was so very wrong.
When I brought up the fact that he’d had my car for three days, he
countered with, I offered you a rental car.
But you see, Scott, that’s not the issue, I continued, I didn’t think I’d
need the rental car because I expected to have my car back in a timely manner,
but you never returned my calls in a timely manner, so I never knew how to
plan. I then went onto suggest that if
he couldn’t return calls in a timely manner, maybe he should ask the girl at
the front desk to help. To say that this
was the wrong thing to say would be an understatement. Scott raised his voice to tell me
‘we don’t do things that way’ and ‘she doesn’t call customers.’
The only
interpretation I can make from any of this discussion is a) Scott is a misogynistic,
womaniser who thinks women can’t handle this simple task and b) Scott has no
integrity or accountability to speak of.
At no point during any of our brief conversation did he apologise for not
calling me back or holding my car hostage for days on end. To him, it was clear, he had done everything
right and I was utterly wrong and stupid.
This isn’t a
discourse on who is right and wrong, though I know it looks that way. My issue now is, what kind of customer
service did I receive? I think the
answer is pretty clear. After spending in
excess of $30,000 on a car, I now know, without any ambiguity or doubt, what
Ford thinks of me and my money. They don’t
care about it. To employ someone who
reacts in this manner is unprofessional and inappropriate. This incident has affirmed what many of us
all knew about dealerships and mechanics, and it makes me sad to think that I’ve
fallen into that stereotypical trap.
Scott was disrespectful and rude, but more than anything, he was
condescending and rude, treated me like a ‘stupid woman’ and that is where I
draw the line.
Ford has now
joined Comcast and Verizon in my mind for terrible, terrible customer
service. Any daydreams I ever had about
buying or owning a Shelby Mustang (white with blue racing stripes, oh yes, that
much detail) are long gone. I don’t know
if Ford will ever take the time to read this, or care, I’m not optimistic, but
I can at least warn the few people that read this that Ford is not a brand you
want to support.