Has Anyone Actually Received Help From The Ford "Send Us Your Vin" Guy?

[KABQ]

In my case I had a total failure of the ABS module. The FMC social media person reached out and I provided them with the requested information. I got a call a week later (from an incredibly nice woman) telling me my case had been closed before I could even get it into the dealer. They couldn't help me get seen sooner and had no information on TSBs or other relevant information. What exactly does "I'll look into on my end" even mean? Is it just Ford's way of pretending to care, or are there instances where Ford has actually been helpful?

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[ToddLabbq]

They did a very good job on my case as my turbo actuator failed at 140 miles. The part was expedited and was fixed in less than a week . I also received compensation in the form of an extended powertrain warranty.

 

[604Bronco]

Their reaching out for your VIN and offering to “help” is simply them booking you an appointment. You can do this quicker yourself over the phone.

And if you’re a Canadian customer and they reach out to help, they’ll tell you there’s nothing they can do once they find out you’re from Canada.

 

[hemiblas]

Didnt we all come to the conclusion that it was a bot that compliments jeeps when you mention Bronco in the title.

 

[Dingbat]

They did nothing for me but generate another phone call from one of their customer service reps. who ended up getting pissy with me because I asked him to actually try to do something rather than just brush me off with “It must be the dealer’s fault.”

 

[rtazz17]

Bots never help

 

[Toccoa]

 

[MaddSkillzzz]

I have sent them multiple issues with no one calling me and me making an appointment and nothing actually being done. I guess its their way of trying to make us believe they care and will help.

 

[Carbon Bronco]

Their reaching out for your VIN and offering to “help” is simply them booking you an appointment. You can do this quicker yourself over the phone.

And if you’re a Canadian customer and they reach out to help, they’ll tell you there’s nothing they can do once they find out you’re from Canada.

There's no helping Canadians.

Now Confirmed True.

 

[reigny]

They took my information and had a customer service rep reach out to me. So yes, they created a case. I was offered (after asking) compensation for my issue via the rep.

The socia media rep is not a bot.

 

[DaveInSA]

The first time, they refunded (via the dealership) for the rental I had to pay out of pocket for when I had to leave my bronco at service for a couple of days. They were fixing the door alignment (was chipping paint on body and causing the window to cut in to the weatherstripping).

The second time, they were absolutely useless. The issue was a combo of the drive shaft recall and the Bronco double honking at me every single time I started it due to 'no key detected'.
They tried calling me once and I was in a meeting so I couldn't answer. They left no voicemail. When I tried to get contact details to call back they kept avoiding answering the question.

When I finally got them to respond with SOMETHING the answer was 'talk to the service writer at the dealership'.

That and previous interactions with Ford and the dealer is why I got rid of the Bronco and will not buy another Ford . I'm done with them.

I'm loving my Jeep.

 

[j_marinelli]

They might not be a bot but is in line with:

 

[DaveInSA]

Also, I don't believe they're a bot. They're just a person doing a job and they don't really have any power to help beyond opening a customer service case, which Ford then completely botches.

 

[Fillups]

I’m holding out hope that they will help, if needed. But it’s too early to tell in my case - which is the manual transmission issue - grinding sound in neutral, especially when cold. the person that DM’d me back left a contact number, but I also got a call from dealer svc manager the same day so giving them some time to chat it out and discuss parts availability, etc.

I’m sure there is a person typing the messages with some canned replies, and they have robotic process to identify which threads need to be monitored. At least it shows some effort for FoMoCo to chat with the end users, not just dealer principals.

 

[BroncoSarge]

Yes. Had a Ford rep that tracked my issue through the dealership and checked on me often. Started as a post here with the Ford Rep.

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