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Ford customer service

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Thanks for the help. Much appreciated!
I called the Bronco Support Team 800-334-4375 today. Waited 35 minutes on hold to speak to someone who was obviously at home dealing with loud cranky kids. She suggested I could find what I'm looking for on the Ford website. I was calling because I can't find an answer there. Then she told me to call my dealer. Thanks a lot for nothing. Then I contacted Ford by chat. They weren't particularly helpful. They told me to go talk to my dealer, but the reason I'm reaching out to Ford is cuz my dealer isn't very helpful. I'm looking for info about the manual vs automatic transmissions because I might want to change my order.
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Briley

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Ford isn't Amazon

They want you to ask your dealer for info
I’m definitely not a fan boy but to be fair, when you call or use the chat you are basically dealing with someone who has computer access to their system(s). I haven’t been able to get much more out of them than what they can see on their screens- except the time the woman told me I absolutely should not have been code 99 as my dealer was telling me. She said there was nothing wrong with my build and he had to go in and change it. She couldn’t (wouldn’t). The dealer was lying and saying it was on Ford’s end until I went in in person and told him I had just gotten off the phone with them and they said you need to change it.
 

Headsong

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Lifeliberty

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I’m definitely not a fan boy but to be fair, when you call or use the chat you are basically dealing with someone who has computer access to their system(s). I haven’t been able to get much more out of them than what they can see on their screens- except the time the woman told me I absolutely should not have been code 99 as my dealer was telling me. She said there was nothing wrong with my build and he had to go in and change it. She couldn’t (wouldn’t). The dealer was lying and saying it was on Ford’s end until I went in in person and told him I had just gotten off the phone with them and they said you need to change it.
It's good to have them, but im saying you're never going to get the same level of customer service people expect from other well established customer service providers. Ford is the manufacturer, the service provider is the dealer.

Not to mention all the issues you have with call centers. Yes, there is one at my work. You either get a good person or a new person, which there are a lot due to turn over.

Then you deal with call volume, which is high, that's why they are throwing all the bodies on to customer service whether they are useful or not. It's usually a scramble to get everything covered.

I'm not excusing anything, just explaining i don't think Ford is up to speed with customer needs and expectations at this time. For evidence, just look at the bronco guage cluster...
 

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Cat

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@Ford Motor Company...

I had a call from Ford's executive office the other day, and not only did she start off by congratulating me on my Ford Bronco Sport order, but also quoted the wrong dealership too. The conversation was a completely unhelpful, and this was their "executive office" calling me...

Be thankful you hung up.
Executive Office Secretary.
 

604Bronco

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Executive Office Secretary.
Yes, you are correct. Essentially the moat protecting the executives from the real feedback…
 

orion

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I called the Bronco Support Team 800-334-4375 today. Waited 35 minutes on hold to speak to someone who was obviously at home dealing with loud cranky kids. She suggested I could find what I'm looking for on the Ford website. I was calling because I can't find an answer there. Then she told me to call my dealer. Thanks a lot for nothing. Then I contacted Ford by chat. They weren't particularly helpful. They told me to go talk to my dealer, but the reason I'm reaching out to Ford is cuz my dealer isn't very helpful. I'm looking for info about the manual vs automatic transmissions because I might want to change my order.
You would be asking people who probably don't know that answer. The people here at this forum most likely know more about the Bronco than anyone you would reach at Ford and most people at the dealership. I would bet that we here at this forum know more about the Bronco than anyone in Ford except the people tasked to design and build the Bronco, so ask away...
 

GiveItaTri

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Ford calls it “Customer Service”. The customers call it “A waste of time”.

8 weeks ago I requested a dealer change. They said 3-5 days. Still waiting. 🤷‍♂️

Ford has no reason to answer our questions. They already have more orders than they can build. Why would they concern themselves with our questions?
 

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604Bronco

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Ford has no reason to answer our questions. They already have more orders than they can build. Why would they concern themselves with our questions?
Because long term, customers will remember this. I bet quite a few think twice about a Ford in the future, solely based off this experience.
 

Wanted33

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Cat

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Yes, you are correct. Essentially the moat protecting the executives from the real feedback…
I tried valiantly to propose and establish a feedback process where Customers could provide rapid end-user info about repetitive Safety, Manf., and Quality issues (ref the OCD Checklist) back to the Ford Bronco and Customer Experience Teams. Three phone calls, three e-mails later, the end result was for each of us to 1) contact the Dealer and 2) contact the Customer Relationships Center at 1-800-393-3673.

Teflon.
 

MillerBuilt

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Ford isn't Amazon

They want you to ask your dealer for info
Like a lot of our current supply chain problems…..maybe I should try ordering my Bronco thru Amazon? It might show up on my door step by 8pm tonight😜. Yeah….it might get kicked off the truck and be upside down…..but at least it will be in my driveway!
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