Invited to SVT discussion group. suggestions?
 

I received a call last Friday from the SVT office in Mich. I was told SVT was holding an SVT "Focus Group Meeting" in my area and was asked to attend. Well I called this moring to get details and was told that it is an open discussion about how SVT can improve their customer satisfaction. This will be hosted by Barry Grant(#2 in charge of SVT). The kicker is I am getting $100 cash to attend. Hell I would have went for free but I didn't tell them that!! Maybe SVT is attempting to LISTEN to it's customers after all. OK now let me have some of your gripes. I know I have some of my own but I want to be sure we are heard. Let me have it guys, I know everyone likes to Bit** so now is our chance. Has anyone else received a call like this?

soooooo 33 views and no responses? I guess everyone thinks SVT's customer service is just fine?

MY .02

SVT puts out a superior product until it gets in the hands of some SVt Dealers.
The way SVT Dealers handle their Customers Suck.

1. If a Dealer wants to price over MSRP then pull their rights to Sell SVT.

2. Dealer Service Managers and their Mechanics know little about SVT Products.
If they Can't do their Homework then pull their rights to sell SVT.

3. If a Service Manager can not treat a SVT Owner with Common Courtesy, then pull their rights to sell SVT.

4. What's all this B.S. about a few Mods and warranty? Ford spends millions on its Ford Racing and gets the SVT enthusiast for Free.

5. Someone at SVT should have the authority to tell a Dealer to "Fix It"

6. I am fortunate to have a Good, Non-SVT Dealer Service Department to go to, however, most do not. Two SVT Dealers in my area and I wouldn't let either touch a Dog House.

7. Make SVT Dealers take a course or two in Ethics.

I have alot.
1. Ask what their stance on aftermarket parts on svt vehicles in regards to warranty coverage. Their are alot of parts that Ford performance sells that should be ok to install during the warranty period. If Ford works with tuners, the community will be aware and more svt vehicles would be purchased. example: At sema ther was a svt focus all done up with a jackson racing supercharger and tons of suspension mods. The focus was given out to a crap load of tuners before it's release. If i drove into a dealer with a supercharger on a zx3, my warranty would be voided. WHY!
2. Make a better more dependable product and release them on time.
When i bought my 01' L i was told i would get special treatment while in for service. SVT techs only would work on my vehice. I would be able to tell the svt mech by dress alone. Has never happened. Never got my promised carwash for service either.
3. Make us aware of all TSB and recalls so we have no problems. :rolleyes:

well...
 

My biggest complaints on my 2002 are the horse**** paint job and the clunk. To let this known problem go on for all these years w/o fixing it is inexcuseable.

Would also like to see true bucket seats and a console; an in-dash CD changer (which I understand is coming in 2003...doesn't help me any).

Ford really needs to address dealership compliance with Ford customer service "ideal." Based on some of the horror stories on this board, some of these dealerships should NOT be selling cars to people. Also, too much voiding of warranties based on whims of service staff. SVT should demand more of their dealerships than just coughing up the fee to become SVT dealer.

Don't get me wrong, I love my Lightning and my other F150, but there is always room for improvement. I have enjoyed seeing the evolution of this product (Lightning) and look forward to "more and better" in the future.

1) My paint quality is BELOW avg. There is a lot of junk that got in there. (lint, dirt. ect..) Mostly on the roof.

2) My ground effects were ALL loose.

3)(really minor) the tonou cover sticks up at the rear corners. It's a distraction when looking in the rear view.

4) The rearview mirror is not wide enough. maybe a nascar style one? :)

5) The tranny fluid was significantly overfilled (assuming from factory)

6) No "SVT" brochures were avail at the dealer and none came with the truck.

7) I really think the very light/light throttle type of driving ought to yeild better gas milage.
19-20mpg range (I'm currently at 17 avg which seems to be quite a bit higher than most peoples?)


BUt overall, it's an awsome truck and I'd gladly buy another at the x-plan price.

WOT 2002 Silver 2k miles (driven 500miles per week)

Is that possible :confused:

--Joe

Overall, I am pretty happy with SVT stuff so far. If I had to make some suggestions, they would be....

1) dealer service. Even at "SVT" dealers, the service isn't so hot sometimes.

2) Factory stereo systems suck in the Lightning. If the Mustang can get the MACH systems, why can't the Lightning atleast get an upgraded stereo system over the F-150?? Heck, we can't even get an MP3 player yet.

3) Overall paint quality. My truck isn't too bad, luckily!!! There are a few spots and imperfections. This has been the case on every single new Ford I have owned also, so this may be an across the board problem.

I have called SVT a couple times and the people there were great, very polite, and extremely knowledgable!!!

Unfortunately, it seems that a very large percent of the complaints are with the dealers and not SVT, which is no suprise to me at all. I don't know how much SVT can change the dealers. But, ultimately, the dealers are representatives of Ford and SVT, so maybe they will listen.

Ask if there's going to be an SVT Focus wagon, seeing as they answered the question that was never asked with the 5 door. It would be nice to work towards the whole set.

My two cents:

Better paint: as posted above, there was alot of flaws in it.

Make the ground effects TIGHT to the body.

Fix the damn rear window seal issues already! Mine had rubber pinched in along with the air/water leak.

Fix the bed from getting out of square.

Offer a kick butt stereo option - but don't do it if it won't be 1st class.

improve the a/c, it's weak.

color match the tailgate handle from the factory like they do on the doors:rolleyes:

Offer high quality floormats.

send all buyers COPIES OF BROCHURES!

My two cents:

Better paint: as posted above, there was alot of flaws in it.

Make the ground effects TIGHT to the body.

Fix the damn rear window seal issues already! Mine had rubber pinched in along with the air/water leak.

Fix the bed from getting out of square.

Offer a kick butt stereo option - but don't do it if it won't be 1st class.

improve the a/c, it's weak.

color match the tailgate handle from the factory like they do on the doors:rolleyes:

Offer high quality floormats.

send all buyers COPIES OF BROCHURES!

Do us all a favor:

Take in a recording device and tape the meeting.

:)

Good one bfb. I wonder if they are going to frisk me before I go in?

focus group
 

1- tell SVT to install Herb's washers on the assembly line.

2- mark the gages with actual numbers not just low and high etc..

3- offer something besides a grey primer colored interior.

4- a manual tranny would be nice!:D

1) Find out when the new (read more hp) motor 3 or 4 valves per cylinder is coming out.

2) The clunk issue has been going on for 4 friggin years now, lets get a grip on it.

3) I won't mention the ****ty paint;)

4) And yes, how bout a stereo system to match a 30K vehicle

5)Brakes to match the performance of the Lightning

6) If the Harley truck gets our engine, how bout we get their bucket seats, or something in full leather w/ side bolsters

7) Less gas milage....That means more POWER :D

8)And it DOES seem like the so called "SVT Dealers" need better training, not just some more flags to hang in the dealership

9)When is the 5 speed auto going in the Lightnings?

10) Last but not least, If you buy two Lightnings for sticker, shouldn't you get the third for free?

Customer satisfaction, hmmmm

Just about the same as posted above and…

Fix the damn clunk…
Why do I still have the clunk my 2000 L had, now in a 2001? I bring this up (again) because my SVT dealership last week told me there is no fix, yet our board has the answer and Ford has posted a fix, so I would suggest…

Better communication to customers, dealers, management and mechanics…

Pull dealers trying to weasel out of fixing valid problems…

Put enough wheel/tire to fill these wheel wells…

Give us an accurate boost gauge…

Eliminate the oil issue in the S/C…

Restoring customer confidence should be priority…
The major concern after reading educated posts and talking to my dealerships management is that I am now SCARED to take my truck to the quote SVT mechanic for fear of a small repair becoming huge.

Don’t mean to sound so negative, I like my truck but these are basic issues and examples to the existing service program, and SVT should be informed. Good luck, I hope they listen…

Customer satisfaction:

With the product- Bucket seats & Console, better stereo, better quality control. Why aren't our engines handbuilt like the Cobra's? On second thought, maybe our trannys need to be handbuilt...

With the dealer- I won't let SVT service depts touch my truck because they are generally ignorant, and could care less about the motorsports aspect of FoMoCo. It seems to me that SVT dealers see the SVT franchise as a cash cow, and money is the bottom line. They don't support any motorsports in the local community; don't talk the talk, and damm sure don't walk the walk. They ARE the weakest link!!!:mad: :mad: :mad:

Add my vote on the better stereo system. Also, only about 20% of the SVT dealers in my area give out free rental cars during service like they're supposed to. I say, if they don't comply with the most basic benefits of owning a SVT vehicle, then they shouldn't get to be SVT dealers anymore.

Here's a thought - how about setting up some sort of "secret shopper" system for SVT dealer service deparments?

-Ollie

Fix the clunk and train SVT dealers better. I was told that my engine was going to be replaced under warranty a day after I brought it in. Two days later I was told that my truck was not going to be convered under warranty. Way to blow it dealer:rolleyes:

Agree with what all have said before.
You might ask why the SVT 2003 Cobra got Manley rods and the Lightning did not. Is this a cut cost for a known weakness in the Lightning engine?

Re: focus group
 

Or maybe the DL washers because they are better metal, cheaper, and coated also.

Well I have my lightning and anything I don't like I get fixed, or plan to get fixed.

I would have liked:
better internals
no clunk
better paint (but a cr@ppy paint job is an excuse to get a custom one ;) )

those 3 would have saved me more in the long run.

Improvements
 

How about some better foglights, so they don't crack......even though mine haven't yet.

My main goal would be to upgrade to internals of this motor and put some h beam style rods, preferably manley made. Also, how about a true 10 lbs of boost to start with????? I would also like to see the split bench in the trucks but also have the option for dual buckets with center console.

Re: Improvements
 

i dont believe i forgot the damn foglights....that they must fix:mad:

Hey Soap, ya it's possible. Like interstate w/cruise on at the posted limit.

Personally I accelerate/decelerate at light inputs so as to minimize fuel use and to make everything last longer. I've also noticed the LEOs don't keep wanting to talk to me anymore either? go figure? ;)

Don't get me wrong, I do go "wydopnthrtl" sometimes but I keep it within legal limits. The majority of the time I take it easy and save it for the track.

WOT

Nobody has mentioned the unwanted oil in the intake area !!! This happens on all Ls, mods or no mods. SVT has been quoted as saying "this is normal." I don't think so:mad: . Please ask what their rationale is...how can this be normal....it can lead to/cause detonation due to a diluted air/fuel mix.

Cracked fog lights.........

Other than that, I'm very satisfied with my 2001 L. It's the best vehicle I've ever owned in my 63 years.

Dan

many good suggestions to take with you to the meeting.
 

Easy pattern of suggestions that exhibit frequent problems/concerns. Also thought of a few.
1. Work with tuners (apparently done in the past in product development?) to establish a list of mods/tuners approved for warranty coverage. Could establish "partnerships" for development, production, installation and distribution of these parts through SVT dealers.Downs ford & others already offer parts so ford can study models. My dealer wanted to offer JL products,but several hitches prevented deal from going through. More income for ford and the dealerships for sales & installations. Alternative would be Ford Motor Sports approved parts for warranty protection. EVEN A STOCK VEHICLE CAN BE BEAT ON/ABUSED BY OWNER JUST AS HIGH PERFORMANCE CAN BE. Develop "competition warranty program" in stages/levels at extra cost,but provide protection within stated limits.
2. Offer 20" & maybe 22" wheel & tire packages as options. Order or dealer installed. Chrome options. L obviously low volume production,but other F150's & Expeditions could also buy. Know how we feel about posers, but Ford would need to see high volume potential to offer.

3. Cobra R exhaust openings on BOTH sides of ground effects.

That would be a good thing :)

And also adding the seat conversion would be a good thing SVT ;)

Tell them I really enjoy all 3 of my SVT vehicles and am considering purchasing a 4th (second 93 cobra).

Have a way that we can let them know about
problems (foglights,etc.) without waiting for
the warranty claims to surface (The way they
spot things now!)

As to all the rest of the things ...

The dealers are independent businessmen and
don't have to do anything but pay 7,000 / year
to get the SVT vehicles (and train ONE mechanic)
So they are NOT gonna bend over backwards to
customers that number in the TENS .... per dealer

a YELLOW lighning would sell like hotcakes ... but
maybe they want the BOSS to stand alone for a year?
Someone told me ther was a BOSS in town with
LITNING badges, but if Brandon and me find him .. he's
TOAST!!!! can't have those chebby's running around
squaling "I BEAT A LIGHTNING!!"

No matter WHAT you beef up, the next weakest
link will break ... aren't tranny's cheaper than engines?

And finally ... if you want a PURFECT car ...
buy an "L" ..... Lamborghini !!!

Suprise suprise! SVT called last night and said they had to cancel due to "lack of participation." Hmm I wonder if they seen my post on this forum and deicided to leave me off the list;)

TheRipper,

You may be right. The lack of Corporate Ethics Prohibit a Look in the Mirror and asking.....Am I part of the Problem or part of the Solution?

Maybe they hoped that you would post this thread. That way they get info from a large amount of people without forking over any cash to have just a few people come in.