Tom Croom

Yesterday I posted about the events surrounding my issues with Ford Motor Company and a couple of their dealerships.  Since then, I have received two responses of note.

THE FIRST RESPONSE was from Scott Monty who works in Global Digital Communications for Ford Motor Company.  Scott left the following reply to the aforementioned post:

Very sorry to hear you had this experience from our dealers. Due to them being independently owned and operated, our influence is a little limited. I’ve got an internal team taking a look at your situation in a little more detail. Expect to hear from someone shortly.

I did take the time to confirm his identity via Twitter – and he’s the “real deal.”  I still haven’t heard back from anyone at Ford as of this morning, but I intend to keep an eye on my inbox and phone today.

THE SECOND RESPONSE came in the form of an unsigned email from a person alleging to be a tech at a Ford dealership.  Here’s the email with my response below:

Hello,

Interesting story. It seems a little misinformation was at the root of all of this. I am a tech at a Ford dealer, so I have a little insight to the “other side of the story”. First, to my experience, a lot of stripes are dealer add ons. They are nothing more than vinyl tape when it comes down to it. I am gettin the feeling that the “problem” was likely a MINOR issue, if an issue at all. New car, fine. There are seas of paperwork and info on a dealerships end, so “a simple phone call” isn’t quite such a simple thing. I deal with a lot of these “issues”, and often, the owners are the only problem. Not sure how warranty works on dealer installed stripes, either. USUALLY there is an addendum on the new vehicle invoice stating the stripes were dealer installed and the additional cost for that. Maybe they just did it and didn’t say anything, who knows. Either way, it is a stripe. Pretty minor, subtle aspect of the vehicle which doesn’t effect anything except appearance, maybe. I guess my problem is you are calling a FAIL on Ford, for something that is rooted at the dealer where you bought it. If dealers messed with every little petty complaint like this, man. Go back to the dealer where you bought it and make them take care of it. If they won’t they you’re pretty much outta luck. If the biggest complaint you have about the car is a spot on an add-on stripe, Ford is doing pretty well. Have fun.

HERE IS THE REPLY I emailed last night:

Thanks for writing.

While I appreciate the insight, there are a couple of things I’d like you to strongly think about:

Having never owned a car with racing stripes, I was not aware that most stripes are dealer add-ons. Regardless of that fact, a there has been a lot of press lately regarding a lack of full disclosure in financial dealings with the American public: predatory financing in the housing market, bad credit card practices, etc. As a matter of fact, the two aforementioned issues have recently seen a backlash from their actions (housing collapse and changes in credit card laws just last week.) That said – I repeat (and amend)… Having never owned a car with racing stripes, I was not aware that most stripes are dealer add-ons; nor was this explained to me when I bought my $34,000 sports car.

I agree with you that racing stripes are a MINOR issue – but that’s not the problem I’ve presented in my post. The problem is that it is becoming a MAJOR issue to get the minor issue fixed. Ford can push it off as “dealer responsibility” all they want, but the reality of it is that these actions are tarnishing THEIR brand.

To simplify my contention (which you seem to disagree with): I am calling FAIL on Ford because 1.) I was sold a brand new Ford product by a representative of their brand that is in need of repair and 2.) instead of conveniently fixing the problem they are forcing myself & my wife to take time off of work and drive, literally, hundreds of miles to take care of it because “it’s the dealer’s problem.” I expect to have to mail in my Xbox 360 if something goes wrong with a $400 piece of hardware, but I expect (as should anyone) a little more consideration for a $34,000 vehicle.

TWO THINGS in your email really bother me if they are (truly) part of the culture of working for Ford…
• “I deal with a lot of these ‘issues’, and often, the owners are the only problem.”
• “Go back to the dealer where you bought it and make them take care of it. If they won’t they you’re pretty much outta luck.”

If that is the attitude toward paying customers that Ford, the most successful American car company, has, then it’s no wonder the Japanese have taken over the market. (http://www.consumerreports.org/cro/cars/new-cars/buying-advice/who-makes-the-best-cars/overview/index.htm).

In closing, I would like to make it abundantly clear that I LOVE my Ford Mustang GT. I think that’s why this is all the more disappointing since it feels that Ford doesn’t feel the same way about their product.

Best wishes,

Tom Croom
www.tomcroom.com