2020 Mk3 Titainium Lucid Red 1.5Ltr Diesel
Dealer attitude and customer service has often been an issue raised by Ford owners when surveyed and was a problem when I worked for FMC. This was more evident when making warranty claims for second hand vehicles supplied by the dealer coming to the end of its warranty period or recently out-of-warranty claims. (A claims)Newbie here, bought mine used in July '21, even thought I'd fancied one since the original launch.
Went back in within 7 days of purchase for a leaking fuel filler pipe, after it was clearly leaking diesel over the drive. Had to push Ford to investigate further, after they initially maintained it was perfect, and wanted to hand it right back. Not good, especially as they were extremely belligerent (and quite rude) when I politely insisted they persevere - poor customer experience.
Didn't put me off, as I'd say it's the best vehicle I've ever owned. First one ever that I can't fault - and I've had a good few, big and small. Love everything about it, can't praise it enough.
I believe that the dealers are franchised? Friend of mine has recently had a horror show with his nearly-new Fiesta ST, his experience of uselessness (and damage caused by the 'techs') is beyond belief!
During the 70s and 80s there were two types of dealers, Main and Retail. Main dealers were under more FMC restrictions and control than Retail Dealers and would often refer ‘disputed’ warranty claims for new vehicles to Ford customer relations, who would arrange for a zone manager to inspect the vehicle and speak face to face with its owner at the dealers premises.
I would estimate at least 90% of warranty claims were successfully resolved to both customer and dealer satisfaction.
I guess times have changed, more bean counters than people with experience, intelligence and the right attitude when speaking with customers.