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Guest Message by DevFuse

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Register your Fusion Hybrid at the official Ford authorized registry here.


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Keyless Entry works...sometimes

keyless entry

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31 replies to this topic

#21 OFFLINE   Texasota

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Posted 17 July 2014 - 01:39 PM

I don't know about this. Do we have reason to believe that getting Ashley involved leads to a bad relationship between customer and dealer? I'd like to hear her thoughts on it.

That is a fair question.

 

But, if I were to place myself in the shoes of the service manager I would be asking the following question: "Sheesh, the customer has not even contacted us about this problem or scheduled a service appointment and now I have a corporate service representative contacting me about this customer's probem?"

 

Without question there are times when it is necessary to go outside of channels and appeal to the next higher level in the escalation process. But in my humble opinion that should happen after you have given the service department a fair chance to resolve your problem.


Edited by Texasota, 17 July 2014 - 01:40 PM.

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#22 OFFLINE   jpgale

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Posted 17 July 2014 - 01:58 PM

That is a fair question.

 

But, if I were to place myself in the shoes of the service manager I would be asking the following question: "Sheesh, the customer has not even contacted us about this problem or scheduled a service appointment and now I have a corporate service representative contacting me about this customer's probem?"

 

Without question there are times when it is necessary to go outside of channels and appeal to the next higher level in the escalation process. But in my humble opinion that should happen after you have given the service department a fair chance to resolve your problem.

This is my thoughts exactly, I feel that going above my dealer before they have even had a chance to take a look at the problem would be rude to the service department, at the end of the day they should have a chance to delight me.  I also have another trick up my sleve, the father of a colleague of mine is one of the service techs at my local dealer so I am going to make sure I have some inside knowledge before I go.

 

I will let you all know the result, and if the problem is not fixed to my satisfaction I will involve Ashley.  However as it only happens once a week, I have no idea how they can fix what they can't do.

 

James


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#23 OFFLINE   Ryan Goodlett

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Posted 17 July 2014 - 10:42 PM

Great question,

 

I can tell you from experience that having a Ford rep here in the forum make the first contact through FMC 360 (the system they use) is perceived by the dealer to be the abrasive approach.  Let me give you some background on the FMC 360 program.  It was formerly called CUDL (pronounced Cuddle) and its primary use was to resolve customer complaint when they (dealer and customer) had exhausted all resources at a dealer leading them to call Ford.  It was Fords way to manage problems and issues kind of like the BBB, but from an internal standpoint (remember all dealers are independent franchises).  CUDL produced a lot of good thing for customers and was a place for dealers and FoMoCo to find common ground in settling problems that were outside the norm.  FMC 360 is a much more advanced site that allows better information flow and quicker resolutions.  Since Ford has been making a positive effort to reach out to consumers online, like ourselves, they have taken FMC 360 under their wing using it in a manner that CUDL couldn't be used.  FMC 360 is reviewed daily via emails by GMs, Directors, and Managers at dealerships as the "claims" are submitted.  When Ford submits a claim from the site here, they use mileage, VIN and customer complaint.  Then the dealer gets a FMC 360 notification stating that there is a customer or potential customer of theirs has a problem.  How would you like to find out your customer has a problem for the first time via email?  Kind of like your GF breaking up with you via text and now you have to fix it, but where do you start?.  It takes the relationship completely out of the equation.  There is pressure for a dealer to keep the FMC 360 slate clean.  While it is there to remedy problems, many of the problems we are experiencing can be remedied just the same by us driving into the dealership on our own.  As it sits right now, the Ford reps on here are scheduling appointments with a viewing window that allows them to review your specific issue and see the resolution as the dealer is required to respond.  While this is good in several aspects, just think about you trying to do your job and someone is watching over your shoulder and then asking you to report on what you find and how you resolved it.  I know I wouldn't want to work in this manner.

 

Some things I have read on here that could use the structure of FMC360.....Engine issues, transmission issues, major electrical issues, multiple failures of a part

 

 

Some things that I have read on here that don't need FMC 360....

This thread about the keyless entry not working sometimes, minor first time repairs, squeaky trunks, rattles,etc.

 

We forget that our vehicles primary goal is to take us from point A to point B.  The rest is just convenience and luxury.  The Ford reps on here are doing a great job and serve us in an awesome way, but we too can serve ourselves by making a phone call and setting up and appt. or driving into the service lane and building a relationship while explaining how important your cars issue(s) are and getting the almighty feedback.  To summarize, there is noting but upside in making your visit with the dealer in person.


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Ryan

 


#24 OFFLINE   FordService

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Posted 18 July 2014 - 09:36 AM

Hey everyone,
 
Ryan is right and offers a very good high-level overview of the flow of info. There are a couple things missing here, though. Once a case is created, it goes to, and is worked by, a customer service manager. These CSMs are assigned by region, and continuously work with a constant set of dealers. Our goal is not to be a replacement to customers visiting their dealer (we encourage it). 
 
Our CSMs have a great working relationship (and are on a first name basis) with the service managers/dealers. The main objective is to partner with them to help ensure diagnosis of concerns for a quick resolution.
 
Having our structure in place is not only good for tracking engine, transmission, and major electric issues. Customer satisfaction is our goal across the board and, if we see something that looks as if it could be trending, it’s a priority for us to ensure it’s documented and addressed. 
 
Hope that helps!
 
Ashley

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#25 OFFLINE   acdii

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Posted 18 July 2014 - 01:59 PM

I have been down this path twice. However it was my dealer who got the CSM involved. The first issue was with a 2012 F150 with Ecoboost. I would not get good MPG no matter how I drove it, and at the first visit I was informed by Ford, not the dealer, that I need to run Premium fuel in the truck in order to see good MPG.  I had already factored in the addition gearing for max tow, and had the 20's swapped out with 18's, so with everything lined up getting 18 MPG was not an unrealistic number to achieve running 87 Octane.   However due to the fact that they said it required premium fuel which directly contradicted what the owners manual clearly stated, the dealer setup a call with a CSM.  They heard my complaint and made up for it with an extended warranty(there was also two other issues that were known problems with no fix in sight). They did work with me and while running premium did gain expected MPG, the difference in fuel costs worked out to costing me more overall. 

 

The second time was well documented here last year with the Blue Devil, and I was basically told by CSM to go pound sand.  That left me with not wanting anything more to do with Ford, but looking at other manufacturers cars, nothing compared to what they have to offer, so I took a second chance and am quite pleased with it, which also clearly shows that the first car Was defective! 

 

Still peeved at Ford over that and hope I never have to deal with CSM again. 


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#26 OFFLINE   Texasota

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Posted 18 July 2014 - 03:03 PM

One of the best things you can do to have a good experience with your service department is meet face to face with the service manager (and the techs also) and avoid creating a hostile adversarial relationship. My service department has gone out of their way to make things right.

 

Anyone that has ever worked in a customer support role (like a car dealer service department) knows that, by the nature of the job, you only hear about problems from customers who are frequently unhappy and sometimes hostile. You rarely hear from a happy customer.  If you have a good experience with your service department let them know. A few seconds to send an e-mail or a phone call goes a long way to creating a good working relationship and greasing the skids for that next service appointment that will likely be needed sometime in the future.


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#27 OFFLINE   acdii

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Posted 18 July 2014 - 03:14 PM

Me and both SA at my dealership are on a first name basis. I call to talk to them and they know me.  They also know I take good care of my cars so if I have a complaint its legit. 


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#28 OFFLINE   hybridbear

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Posted 18 July 2014 - 03:26 PM

I guess I'm just a bit jaded because I've had nothing but bad experiences at 5 different dealers in our area. So I will be using Ashley to get the CSM involved when we bring in our car next and I'll report back about it online so that we can see how things go.

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#29 OFFLINE   corncobs

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Posted 18 July 2014 - 10:21 PM

Me and both SA at my dealership are on a first name basis. I call to talk to them and they know me.  They also know I take good care of my cars so if I have a complaint its legit. 


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#30 OFFLINE   Matt Blevins

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Posted 29 July 2014 - 07:01 PM

I too have this problem, but only at work and only when the car is parked in close proximity to the factory building which is a large prefab metal sheathed I-beam structure.  Large metal structures like this will often interfere with weak radio/RFI/Bluetooth signals either by damping the signal or by radiating interference.  The only way arround it is to use the active Lock/Unlock button on the FOB.



#31 OFFLINE   Riggo

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Posted 29 July 2014 - 10:06 PM

I too have this problem, but only at work and only when the car is parked in close proximity to the factory building which is a large prefab metal sheathed I-beam structure.  Large metal structures like this will often interfere with weak radio/RFI/Bluetooth signals either by damping the signal or by radiating interference.  The only way arround it is to use the active Lock/Unlock button on the FOB.


Have you tried touching the rear drivers side door handle to unlock the entire car when your front door keyless entry isn't working? I'm able to do this every time which indicates to me it's not any kind of interference problem and more likely a problem with the driver door reciever or module.

#32 OFFLINE   Riggo

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Posted 01 September 2016 - 04:50 PM

Has anyone found a solution to this problem? I am still having it and my dealer whom was supposed to look into it never called me back to try to find an answer. I'm going to address it at my next service which is the 36,000 mile checkup. I have noticed (which I never looked at before) that when this happens, the front door lock lights stay lit but the rear door lock lights go off. Anyone have an idea what that could indicate as it relates to the problem?






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