Ford Recall follow-up! I was assigned a personal rep. when I called last week.
Posted by
Mop (aka rburriel)
Jul 26 '22, 08:53
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As you may recall, I can't find a dealership who is willing to do the recall work on my windshield and panoramic roof. My ticket was escalated and assigned to a rep.
Rep's been out but she was back today (sounds like she's been recovering from COVID).
Of course, their immediate default is "What's wrong with your car?" They're not necessarily equipped for "I can't find a dealership that'll do the recall on my car." So I had to explain it all again. And she started calling around. She'd put me on hold, try to call someone, then come back, exasperated that the numbers she was calling wouldn't work. So I started asking her what dealerships she was trying and feeding her the numbers. I was Googling things for her. So this isn't going great. And she was finding me dealerships in towns I'd never heard of. I could hear the banjos.
I ask her how far I should be expected to drive to get these recalls addressed. "About 2 hours". Given it's a day-long project, I expect I'd have to drive 2 hours, get a loaner, drive home, then come back another day. I'm now wasting a full day - or two - because of this recall.
I ask her if it's reasonable that a dealership can refuse to do the work. She says they can. I ask her if *EVERY* dealership can refuse to do the work. "Not every dealership." So... some can refuse, but not all of them? I wonder how that works.
I'm glad she's unable to connect to any of these remote dealerships. I impressed upon her that the only dealership I spoke to that said they *could* do the work claimed they didn't have the parts, so couldn't we just get them the parts? I did add that this excuse sounded spurious since can't they just order the parts and then call me? Or, you know, there aren't any parts (they just need to re-seal the glass) and are looking for an excuse to not do the work. So my rep. called back this dealership. She calls them back and tells me she's spoken to them. "They're under new management" (bullshit, but also, how does that make a difference?) but the person at service is going to speak to their manager and get back to me on when they can do the work.
I ask my rep how long I should wait for them to call me back? "By the end of the week." And if they don't call me back? (they won't) She says she'll follow up with me by Thursday. I assume, then we start calling other dealerships and see who agrees to do the work. Maybe I get to drive to Seattle! Woo! Should I just send the car to Ford HQ? The factory's in Mexico. Maybe they can fix it? I'm on pins and needles!
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