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ford motor company Complaint - F350 Diesel Engine - Service from dealer and Ford Customer service
ford motor company Complaint

ford motor company Complaint

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F350 Diesel Engine - Service from dealer and Ford Customer service


I purchased a 2006 F350 with a 6.0L diesel engine in July 2005. It has been in the shop for 33 days in the past 8 months for the following: Replaced turbo & EGR Valve, Climate Control head, FICM Half Shell, #1, #3, & #5 injectors, Oil Cooler, EGR Valve (again), #5 injector (again), and the Glow Plug module. I pull a 5th wheel around the country and the engine has been so unreliable I cannot trust it anymore. I have ordered a 2011 F350 with the 6.7L diesel (I know, what a chump, right?) But I have been a loyal Ford customer for decades. I made a deal with the local retailer in Albuquerque for invoice plus all available rebates. The only concession they made was to let me order one to my specifications instead of taking delivery from dealer stock, which was required to get the rebates. The problem that has me irritated is the lousy trade in for the old truck: $13,000. Dodge & Chevy KBB values are $5000 higher than the Ford. I bougt the old truck figuring I'd get at least 150,000 miles on it, but, no such luck. I can't even sell the thing. I have advertised in multiple listings and when people call they ask what engine it has. When I tell them it's a 6.0L diesel, they hang up. Up to this point I have only expressed irritation. Now comes the ANGER part. I called Ford Customer Service in Florida and spoke with a Service Consultant. While she expressed concern (no doubt from a script) she could not do anything for me. I asked for her supervisor, which she immediately got for me. He listened to my concern regarding the worthlessness of the old truck and said he would get back to me. The following day he called and told me they would offer me the "X" Plan price on the new truck as compensation for my grief and loss of value on the old truck. As it turns out, the dealer tells me that is approximately $200. What a slap in the face. I called the Customer Service supervisor back and got some low level gatekeeper who refused to connect me with the supervisor. He asked me all about my problem, about which he had no authority to do anything. I insisted on speaking to the supervisor again, and after being placed on hold for 20 minutes, proceeded to tell me that he had sent an "instant message" to the supervisor and had received an "instant message" reply that he could do nothing else for me. Now, offering me $200 is bad enough, but refusing to talk to me or return my call from ostensibly a "Customer Service" supervisor, is beyond the pale of obnoxious. If he has time to send an "instant message" to the gatekeeper, why doesn't he have time to talk to me. This is the absolute worst customer "service" that I can recall ever receiving. I am a long time loyal customer of Ford, and they tout their multi-billion dollar profit on TV and in the news, but yet slap their customers in the face refusing to stand behind a known inferior product (the 6.0L diesel). It has been known for years that it was a piece of junk. I even bought a $2500 Extended Service Plan from Ford because of the known problems with the engine. I do not typically buy extended service plans, but because I had heard about all the problems with the 6.0L engine I figured I had better. Thank goodness I did. It seems reasonable that Ford would at least refund me the cost of the Extended Service Plan plus the deductibles that I paid for the repairs. That wouldn't even come close to compensating me for the lousy trade-in value of the truck, or the time, aggravation and lost usage of the truck while it was in the shop, but it would something. I also suggest Ford retrain this particular Customer Service Supervisor (I would be glad to share his name if Ford happens to contact me. What do you say, Ford Motor Company ?


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