Despite being assured during numerous phone-calls by your several customer service line representatives that a supervisor would return my call in two business days (didn't happen), by 7:00 p.m. (also didn't happen), and to quote "I guarantee that my supervisor will call you in the morning" (nope), I no longer want to talk to your supervisor. Why? Because I am willing to concede in this big corporation tactic I like to call the-customer-will-eventually-give-up game.
I write this open letter because as I grow older, I vow not to become a grumpy, bitter old man. Let me rephrase: I hope to grow old but I am actively working on preventing the bitterness that sometimes comes with age. I seek not to be a complainer. I do not have grudges I wish to nurture. I do not get offended by everything I disagree with. I recognize and am grateful for my privileges. Perhaps I'm stereotyping, but I want to age intentionally mindful that life is too fantastic and too enjoyable to waste time on being angry. Plus, like all of life's experiences, despite the wrongs, this one had some 'rights' too.
If it mattered to you then you might be pleased that one of the 'rights' included how I was treated by my local Ford dealership. When my 2013 vehicle went into the shop over a month ago for a new block heater, I expected to have it back in a day or two like every other time my vehicle has needed service. Great local service is one of the reasons my wife and I have purchased for each other and our family--and this fact surprised me when I did the math--eight Ford vehicles from my local dealership in the past 25 years. So, when I was told that a hose broke during the installation, I authorized a replacement, and here I am a month later still waiting for that hose. During that time, our local dealership has provided a courtesy car to us, but mostly I have been using my wife's vehicle (also a Ford) for the 2 hour commute I take for work sometimes three days weekly. She has been using the courtesy vehicle. Our local dealership is also installing better tires on the courtesy vehicle because (and I quote) "at no point in time do we want our customers in a non safe vehicle." Fist bump.
Anyway, after a month of searching for a part--apparently there were none in North America--I am told it is slowly making its way to Alberta. Is that little hose-r driving itself? Is it being transported by a donkey? (Oops, bitter moment.) Now remember my vehicle, a very common Ford Escape, is just barely five years old. And consider that some people might not even own their 2013s yet. How then could this part be so rare? About 2.5 weeks into this, I called your service line to beg someone to find another parts source. Nada.
Ok. Patience, right? Exactly. We all need patience. But after a month, I needed one of your Ford Canada supervisor to do four things:
- given the timeline, determine if there was any possible way this part could expedited,
- given my vehicle's relative newness, explain how this happened and hear what you might do to prevent it from happening to others/me again,
- and in doing so, apply the phrase customer service literally by acknowledging the situation deserves a little more finesse than just a patronizing first level phone interview,
- but first, RETURN THE PROMISED CALL.
But nope. No one called back. This kind of crap, Ford Canada (O you mighty corporation interested mostly in sales not service), is why I declare my defeat.
Sure, I explored other avenues. For example, I researched the woefully pitiful other contact information on your website essentially designed to undermine human contact. I took the surveys after I spoke to your customer service line operators but they informed me that the surveys were actually my opportunity to judge their phone skills, not assess the INCREDIBLE lack of follow up. (Oops, creeping into bitter again. Sorry.) And so I will continue to wait patiently and thus prevent the bitter-old-man-ness from clogging my veins.
Or...I suppose there are a few other things I could try including social media or perhaps sharing my struggles with Chev or Honda or Dodge or Toyota? But is the competition any different? Maybe it's time to find out? Another avenue is to never buy another Ford vehicle. We can always vote with our pocketbooks right? That is a tempting option, but honestly, my local Ford dealership has always been good to us. Whatever I do or do not do next, this experience reinforced, at least for me, that customer service is alive at local businesses, yet quite cremated at the Ford Canada Corporation.
In closing, I'd wish you a good day, but you aren't listening anyway. So instead, a good day to my readers. Do what you will with this info, my friends.