Anal retentive

[David Henry]

Should I feel guilty for being anal retentive about my car? Since I picked her up in June I had the issue with the key fob kit working, fit and finish issues on a pillar and piano black trim on rear doors, and the fuel mileage PCM update that failed to apply the 1st time. The remote issue happened quickly after I got the car and was fixed fairly painlessly. Then I took the car back in to get the piano black trim and a pillar fixed. Around that same time I found the update was out, so I asked dealer to install. A few hours later I go back in and they tell me A pillar piece is back ordered but they installed update and fixed piano trim. I look, and see they only replaced left rear door trim and not right, after I had told them it was both sides. Then I find I still don't have EV over 63. I started getting angry and opened a ticket with ford service on twitter and sent my sales guy and service advisor links from these forums showing that they didn't install my update correctly. Now I'm just waiting for the trim to come in so I can get tat fixed and update applied again. Am I being irrational? I love the car but I just want the bugs to be worked out. I don't want dealer to think I'm an a-hole for opening ticket, etc but darn it my next trip to dealer will be my 3rd service visit since June.

[kuzzi]

Nope, I'm in kinda the same boat with trim and speaker issues, and I don't feel anal retentive about it. With the car we got warranties that make sure this doesn't happen. Without a warranty I would have negotiated for $10k less.

[Aquineas]

Don't feel guilty. While the FFH represents a great value, they still need to work on build/quality (or in my case, I suspect transportation quality, as I believe my paint defects occurred during transport). Ford I believe is working to improve these issues, and I have this sneaky suspicion that when there's another plant building Fusions, you'll see quality improvements due to the Hermasillo plant not being worked to capacity as well as competition between the two to reduce the defect count.

 

That being said, your dealer's service department sounds a bit lacking.

[MaineFusion]

Don't feel guilty. While the FFH represents a great value, they still need to work on build/quality (or in my case, I suspect transportation quality, as I believe my paint defects occurred during transport). Ford I believe is working to improve these issues, and I have this sneaky suspicion that when there's another plant building Fusions, you'll see quality improvements due to the Hermasillo plant not being worked to capacity as well as competition between the two to reduce the defect count.

 

That being said, your dealer's service department sounds a bit lacking.

Agreed, cars represent one of the biggest capital expenditures we make, we should be able to expect them to be right especially in price range of a FFH. I can accept some issues with what is essentially a new car model, but I do expect them to be proactively fixed without undue frustration.

 

I don't think it is just David's service department lacking. I think service departments lacking is a systemic problem in the current dealer franchise model of selling cars. I sometimes think that if the manufacturer directly provided the service the overall training might be better and the service more consistent. I also doubt the wisdom of multi-brand dealerships. How can mechanics keep fully current on multiple brands of cars let alone multiple models and model years? Cars have just become too complex for a mechanic to know all the finer details of all the models of cars they might see in a multi-brand dealership.

 

Now if I could just get my tinging/clicking front halfshaft issue (TSB 13-5-24) resolved. It seems to be getting worse.

[djminfll]

Should I feel guilty for being anal retentive about my car? Since I picked her up in June I had the issue with the key fob kit working, fit and finish issues on a pillar and piano black trim on rear doors, and the fuel mileage PCM update that failed to apply the 1st time. The remote issue happened quickly after I got the car and was fixed fairly painlessly. Then I took the car back in to get the piano black trim and a pillar fixed. Around that same time I found the update was out, so I asked dealer to install. A few hours later I go back in and they tell me A pillar piece is back ordered but they installed update and fixed piano trim. I look, and see they only replaced left rear door trim and not right, after I had told them it was both sides. Then I find I still don't have EV over 63. I started getting angry and opened a ticket with ford service on twitter and sent my sales guy and service advisor links from these forums showing that they didn't install my update correctly. Now I'm just waiting for the trim to come in so I can get tat fixed and update applied again. Am I being irrational? I love the car but I just want the bugs to be worked out. I don't want dealer to think I'm an a-hole for opening ticket, etc but darn it my next trip to dealer will be my 3rd service visit since June.

I don't think you are being anal retentive about the car at all! Ford has an obligation to provide you with a car that either is defect-free, or to correct those defects under warranty. I have stated in prior postings, the lack of training for the Ford mechanics is evident (ditto to MaineFusion above). I have had my car in for corrective service three times, and they have never gotten anything corrected yet, other than installation of the proper leather shift knob. I continue to have issues with the power windows needing to be reset 2-3x per week, and the software update was done incorrectly the first time. The service department is always courteous, and they always provide me with a loaner, but I don't want to keep going back to them with problems that have been unsolved.

When I brought the car in for the software update, the Service Advisor told me that Ford might be sending me a satisfaction survey, and to please answer "Completely Satisfied" to everything. When I called him to schedule another appointment for the software update, I told him that I did receive the survey, but I am not filling it out until after I get the car back the next time.

Getting Ford's corporate offices involved is probably the best thing to do. Dealerships are eligible for all kinds of incentives and bonuses based on customer satisfaction, and the dealership does not want negative attention brought to them.

I posted in another forum topic http://fordfusionhybridforum.com/topic/6470-what-was-wrong-with-your-fusion-hybrid-when-you-picked-it-up/

 

Topic #78 on page 4:

 

 

1. You need to go to the dealership and demand to speak with the Manager. They do not want an angry customer in the showroom, and will get the manager for you pretty quickly.

2. If you don't get results, contact Ford Customer Service and ask them to intervene.

3. File a report with the BBB (Better Business Bureau). If they have a good rating, they will not want an unresolved issue damaging their rating. (Of course, if they have a negative rating, they probably won't do anything voluntarily - did you check their rating before buying the car?)

In whatever steps you take, don't just complain that there is an oil stain - instead, provide what solution would satisfy you. For example, either have the dealership clean or replace the stained panel(s); if not, you will take it to someone else to take care of if they will pay for it. Trust me, I have been in the Customer Service field for years, and complaints that offer solutions are always addressed faster and taken more seriously. There are so many customers who just complain because they like to whine, a complaint with a solution attached will be addressed faster.

[Sleddog]

Be careful how you make your demands. Going into the showroom and stomping your feet will get you no where. It may even get you ushered out of the show room and off the lot. All that acting like an idiot gets you is an idiot's response. Start by sending a letter to the dealership manger with copy to the owner. And send it addressed to the person, signature required. Follow that up with a phone call. Be sure to tell them what solution you propose.

 

Advise them that if a solution can not be found you will escalate it to Ford and the BBB. If all else fails, go to another dealership and explain the issues. While selling cars makes the dealership profit, service is where the money is and warranty work adds up to a stack of cash. If your selling dealership does not want it, another dealer will.

[djminfll]

Be careful how you make your demands. Going into the showroom and stomping your feet will get you no where. It may even get you ushered out of the show room and off the lot. All that acting like an idiot gets you is an idiot's response. Start by sending a letter to the dealership manger with copy to the owner. And send it addressed to the person, signature required. Follow that up with a phone call. Be sure to tell them what solution you propose.

Advise them that if a solution can not be found you will escalate it to Ford and the BBB. If all else fails, go to another dealership and explain the issues. While selling cars makes the dealership profit, service is where the money is and warranty work adds up to a stack of cash. If your selling dealership does not want it, another dealer will.

To clarify, I didn't say to "go into the showroom and stomp your feet" or to "act like an idiot"; what I did say was to demand to speak to the manager, pretty much what you suggested to do by writing, but that is pretty inefficient. The manager will come out to see you if you ask, or demand. You don't need to act like an a-hole when you demand, just say to the salesperson, "you have not resolved anything for me, so I need management involvement for resolution."

And I do agree, trying a different dealership is another possibility, but I wouldn't do it without filing a BBB complaint, and writing a yelp review. And, by the way, writing a positive review when things go well is also a good idea.

[Sleddog]

Pardon the inference. You don't want to be an angry customer. It may even get you ushered out of the showroom and off the lot. All that being angry will get you is an angry response. But being angry will not help make your point. People are less inclined to assist you if act like a person with no self control or have some axe to grind in front of possible customers. Think of it this way and put yourself in the manager's position, you have an angry person on the sales floor making it impossible to conduct business. What do you do? Get him or her off the sales floor. Now that you are off the sales floor and since you have made it clear you do not want to talk rationally, I give you 2 minutes of my best polite listening skills. Tell you I'll look into it and shoo you off the lot. I then make it clear to staff if you come in again not to give you access to me. And if you are doing the angry customer thing again, they are to politely ask you to leave. It's easy for them to paint you as a malcontent with an issue you created by doing something to the vehicle then it is for you to show they are a lousy dealership to the customers in the showroom. And when that happens, you can forget getting any help from the dealer.

I hope this clears up any mis-communications in my previous post

Edited August 4, 2013 by Sleddog

[djminfll]

I just don't want it to appear as though I was recommending acting up in any way and causing some sort of scene. I only recommended not to accept continued incompetence from entry level staff members when it clearly requires the intervention of a manager.

[hybridbear]

I don't think it is just David's service department lacking. I think service departments lacking is a systemic problem in the current dealer franchise model of selling cars. I sometimes think that if the manufacturer directly provided the service the overall training might be better and the service more consistent.

I agree! I hope that Tesla is victorious is their fight against Franchise Laws for dealerships and I think it would be better for the consumer if all automakers sold their cars like Tesla does.

[MaineFusion]

I agree! I hope that Tesla is victorious is their fight against Franchise Laws for dealerships and I think it would be better for the consumer if all automakers sold their cars like Tesla does.

Ya I'm really hoping Tesla succeeds with their effort to upend the dealer franchise model. There is a petition for this on Whitehouse.gov at: https://petitions.whitehouse.gov/petition/allow-tesla-motors-sell-directly-consumers-all-50-states/bFN7NHQR

[sbvizzo]

Personally I'm rooting for Tesla being the automobile is beautiful and the technology is out of this world. We though have to be careful for we ask for because Tesla sets the price and it is take it or leave it. Automobile manufacturers wholesale vehicles to dealers whereas Tesla is directly retailing the vehicle to the consumer without discount or rebate which equals more profit for Tesla. It's a beautiful car and Tesla is raking in the dough. I'd vote for value pricing across the board for all manufacturers but we as consumers would never stand for it. Be careful what you ask for.

[David Henry]

Okay I finally got my trim pieces replaced and all looks good. They were supposed to apply the mileage update again but guess what? Still no ev threshold over 63 mph! I drove back to the dealer and talked to a manager and explained that I think their IDS software needs upgraded. I forwarded him a message I sent to the service tech a month ago explaining the issue. Now he is going to talk to their IT guy and get back to me. Unbelievable.

[Eddie Sessum]

Okay I finally got my trim pieces replaced and all looks good. They were supposed to apply the mileage update again but guess what? Still no ev threshold over 63 mph! I drove back to the dealer and talked to a manager and explained that I think their IDS software needs upgraded. I forwarded him a message I sent to the service tech a month ago explaining the issue. Now he is going to talk to their IT guy and get back to me. Unbelievable.

 

 

Stay without it if normally you drive 60-65mph on the hwy. It actually hurts milage going ev and charging vs just charging and keeping the ICE on.

 

EV assist with the ICE on might not be any major issues but yea full ev above 62 makes your mpg drop a couple.

[MaineFusion]

 

 

Stay without it if normally you drive 60-65mph on the hwy. It actually hurts milage going ev and charging vs just charging and keeping the ICE on.

 

EV assist with the ICE on might not be any major issues but yea full ev above 62 makes your mpg drop a couple.

My average speed for my 47mi commute is about 50mph with a few miles of 25 - 35 mph. A section of 45 - 50 mph, one several mile section at 55mph and two long sections I drive at 63mph. For this commute my average MPG has increased by 2-3mpg. I was getting about 50-51mpg. Now I get around 53mpg and even got a 54.6mpg last week.

[Eddie Sessum]

I wish I got somewhere near u guys.. I guess im going to have to try disconnecting both batterys for 5-10min soon and see if anything gets better

[MaineFusion]

I wish I got somewhere near u guys.. I guess im going to have to try disconnecting both batterys for 5-10min soon and see if anything gets better

The title of this thread is a pretty good description of how carefully I drive and pay attention to figure out the absolutely best way to coax extra EV time when not on cruise control. On my commute, I've also been figuring out when to force the car out of EV mode on my commute to use the HVB optimally.