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Stupid Ford Tricks
I just picked up my POS '98 Ford Ranger from the dealer and he was telling me about the customer feedback survey that might be mailed to me from Ford. He said that each line item on the survey was rated on a scale of 1-5, and anything less than a 5 caused his annual bonus to be docked.
Anyone know if there's any truth to this? Or is this just this guys way of guilting customers into giving him a good rating? I've been doing business with him for a few years and found him to be friendly and quality-minded, but this truck is an incredible piece of crap.
I wouldn't put it past Ford to hold the service advisors responsible for poor vehicle quality but that sounds nuts.
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Stupid Ford Tricks
Ken, best thing to do is callem' the way ya see'em. I would think the customer survey would differentiate between the service recieved from the dealer with your satisfaction with the vehicle. That is not a very professional thing to do or say what he said to you. I have recieved those surveys after my wifes Taurus has been worked on. The Service manager is a super guy and does back flips to keep customer satisfied but the quality of the car and at time the work of the mechanics is just not where it needs to be. I rated the dealer service high and the car low.
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I don't know the actual results of a dealer getting dood vs. bad customer eviews but they are concerned about them. When I battled with the local chevy dealer over a warranty issue the wer concerned and lobbiedfor me to give them agood review after they agreed to cover the work.
????What they get or don't get based on these surveys, I don't know but they are VERY interested in them.
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I took my H2 in to replace a part that wore out after a nut came loose on my Utah trip. The mechanic said my "emergency repair" was fine and did nothing. I took it back to the same dealer the next day and showed the Service Manage the problem and asked if that was his idea of proper service. After a little discussion, they are doing a warranty service on the worn out part.
I got a call from the survey folks. Gave the full and accurate story. Got a call later from the dealer. They do hear about these things. Don't let them put some guilt trip on you. If they do a good job, then say so, but if they screw up, you should say so also. I seem to remember on the survey that I took that there were clearly areas that differentiated between vehicle satisfaction and service department satisfaction.
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If the survey has separate parts for dealer service vs. vehicle quality I've got it made. The dealer is great, but the truck? Well, two engines and four driveshaft assemblies in five years is pretty bad - and it needs yet another engine. Those 4.0L V6's from the late 90's are really crap.
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