This is long but worth reading if you like drama.

I brought my truck to the dealer for the two oil leaks, cracked cowling, and noise above the windshield (thread on the subject).

According to my "service advisor", they replaced the cowling, replaced the timing chain cover gasket, and decided that the noise was normal after consulting with Ford and driving a new truck on the lot. They also said that the leak at the rear of the engine was caused by the oil from the timing chain cover flowing back there so they didn't fix anything at the rear. I know this is incorrect because I looked and my engine is dry between the two points. I was not a happy camper at this point because I knew that I would have to bring the truck back as soon as the leak reappeared.

Anyhow, when I arrived to pick up my truck they informed me that it was just being finished and that they would mail me the paperwork (invoice) since there was no charge to me and no need for me to wait for the paperwork to be completed. I was suspicious but what was I going to do?

When I got home I decided to have a look for myself and well, there isn't any other way to put it, THEY DID NOT REPLACE THE TIMING CHAIN COVER GASKET. Trust me on this, it's obvious the gasket wasn't replaced.

Upon close inspection, I see where the oil was leaking from around a bolt above the a/c compressor. All they did was remove the bolt, slap a lot of silicone on it and reinstall the bolt. It looks like crap and the leak is guaranteed to return.

I am pissed to say the least. At this point I am inclinded to show up there tomorrow and ask for the paperwork "since I was in the neighborhood". If they are stupid enough to give me something that indicates that the gasket was replaced under warranty then I am sure Ford would be interested in hearing about it since they are paying for a major job that wasn't actually done.

 

If you are sure you are right, go for it for sure. I hate it when they pull that ****.

One time I took a truck in for a "hissing sound" in the passenger lower foot area, under the dash in my Ranger. I got it back and they literally didn't even do anything and the tech note said, "Aftermarket speakers."

I was PISSED considering I got up way early to drop the truck off and had to arrange for a ride both ways etc and the problem occured with the radio off, LIKE I TOLD THE SA and the tech was clearly a lazy POS. Turns out, after 2 more visits and me insisting on a sound no one heard they finally located a vaccuum hose leak. I was right after all...

 

i'd say find the manager of the service bay--if one exists- or the gm for the 'ship- i had an 'issue' earlier this summer, came back the next day with the paperwork, walked in and politely explained the situation, asked to see the service mgr..he came out, went out to the truck, walked thru the problems as i saw it... 'no problem mr. jones, here's a car mr jones, I will personally call you when i have verified that 'said' issues are completed' ever since then, i call up with a question or comment, they pull up my info and within seconds am transferred to the mgr- like a little flag is on my account now- and the service has been next to none.

 

I just hope they actually give me an invoice that states they replaced the gasket under warranty.

If that happens, then it's on like Donkey Kong.

 

Hello Arron... Maybe you remember me from a week ago...

"The below post is from my thread "06 F150 4x4 5.4L engine missing.."

This truck RAN great until the day this "CHIT" started... I was drving @ arounf 65 mph and the truck bucked and started backfiring. and has had this problem ever since(they did fix the backfiring issue). The one thing that does **** me off with the dealer is that they WILL NOT give me copies of the work orders... "They say... Its covered under warranty, and I do not need a copy as I paid nothing for the maintenance work or labor" I responded that I want a copy for my records. I was told to "write FORD MOTOR CO. and provide my VIN and request ALL Service records for my vehicle and they will provide them @ a cost of $1.00 per page"

Well my truck is currently in the shop.. When I dropped it off 9/4/06 I asked for and received my paperwork from previous service relating to same problem. Guess What? Technician stated "Can NOT duplicate customer problem" Well I was told that for my problem the first time " a single COP was changed on # 3 cyl." then the next time for same problem I was told "ALL spark plugs and COP's were changed per TSB." (But all of my paperwork for both visits states"Can NOT duplicate")I was so pissed I wrote a letter to FOMO Corp. in Dearborn and wether any thing comes from it or not who knows. I do know that if my truck is not fixed this time I'm goning to blow a 50 amp. fuse. I just can not beleive the comments on the work orders and what the service advisor told me was performed.... Pure BS

 

Any warrenty work I have done, the dealer will not let me leave with out my paper work. Then I always get a follow up call the next day and asked if everything went well. This is also for oil changes.

 

I agree with speaking to the Service Manager, GM, or owner. Kind, polite, matter of fact. Most of these guys have a big picture approach and will get it done right, even if it takes a little longer.

 

Yup, mine is the exact same way. They always have me sign the paperwork to show that they explained what was done.

 

I would concur with this approach...

Having been within the customer service realm during another life not too terribly long ago, the fastest way for to *not* get anything done is to walk in screaming and throwing small hamsters at people. For one, people really like hamsters -- it's true. For two, 99 out of 100 people 'shut off' when they're hammered for nothing that they, personally, have done.

That's not to say that you shouldn't be stern, very straight forward and matter of fact, and also have the right to show a disappointment in the quality of work that was performed.

While I've spun off of the sproket once or twice in my day because of lousy service, I've gone MUCH farther by being frank and polite with my concerns. People like to be treated nice... even if they did fark the chicken on this one. Good luck!

RP

 

Hi.

So that's hamsters 1, chickens 0. Man you guys are cruel.

I like chickens, but after that I may never eat another one. I mean, who knows if it's been farked, or what? Hmmm... wonder what hamsters taste like?

Oh, and another thing, remember that actor guy with the duct tape? - he really liked hamsters too

Oh yeah - Aaron, sorry, got sidetracked there for a spell... that's good advice these folks are giving you. But if it helps, bring along a small furry creature just in case. Actually, I think a 12-foot Boa would work a lot better. Good luck.

Cheers
Bubba

 

I'm sorry to hear that there are dealers out there treating their customers poorly. You guys should all move to Oregon and visit one of the best dealers on the west coast. We have more Senior Master Techs (myself included) than most dealers have normal techs (no offense to other techs). We also rank within the top ten in the country. And the "no papperwork" is a load of crap.

 

LOL @ Bubba. Chicken is tasty... not so sure about hamsters.

 

UPDATE:

I stopped by and went directly to the cashier to get the paperwork. I had no problem getting it and the warranty repair for the "engine front cover gasket" is on there. The warranty labor time is 5.8 hrs BTW.

I then got the service manager to take a look at my truck. He agreed that the repair was not done and went so far as to say that there was some silicone smeared along the side of the cover to stop the leak. Not just on the bolt as I noticed.

He asked if I could leave the truck with him. I told him that no disrespect was meant to him personally, but there were some things we needed to discuss before my vehicle would be left there again.

First, I expected my two days of vehicle rental to be paid for. The only reason I had to leave the truck was because of the oil leaks. Otherwise I could have waited while the other minor problems were looked at.

Second, I expected a loaner vehicle for the inconvenience of having to bring the truck back for a problem they intentionally failed to repair. I didn't yell or scream and what I asked for was perfectly reasonable.

His response was to tell me that "he didn't think they would be able to do that".

When I told him that this wasn't negotiable and that my only other option would be to contact Ford and inform them that they were being charged for work that wasn't being done, he told me to do what I had to do and walked off.

I got a call from some sort of manager at the dealership about 30 minutes later but I didn't have time to speak with him. I'm about to call him back and if I'm not happy with the result I'll be calling Ford as soon as I hang up with him.



Another update after speaking with the general manager of the dealership: (the person who tried to call me back)
They will reimburse me for the rental and a loaner will be waiting when I drop off my truck Monday morning.

 

Aaron,
I feel for you: I will not take my truck to the dealer I purchased it from [Long story having to deal with compliance issues]->I go out of my way to use a dealer that at least treats me like I spent a large amount of money on a vehicle and it should run properly.

Sidetrack, but when Ford starts talking about “Bold Moves” and the “Way Forward”, one of the first jobs should be working on the dealer customer satisfaction. A friend has a Honda [car, not the fake truck] that had to go back for a warranty issue: a loaner was given, the car was washed, and they went out of their way to make it as easy as possible for him. Ford dealers [for the most part] do not understand the concept of customer service and then wonder why they loose market share.

Woof
Bowser