So I want to share my frustrating experience with my Ford dealer local to me. Coggin Deland Ford in Deland Florida.
My wife has had an issue with the shift to park, not a big deal. We had a few things to take care of all at once. We had a bad battery with corroded terminals, a window shudder issue, and the shift to park. The first time I brought it down in an emergency because she was barely starting due to the battery. I brought it down and they were actually quite good, got the battery taken care of that day. They didnt have the terminals in stock so they ordered them and said they would be in stock the next day. While I was there getting the battery replaced, I took the time to explain in detail the other issues with the shifter and the window, so my wife would not have to try to explain the next day. The service manager assured me that they would have the battery terminals in stock, and they had the other things in stock to take care of it all the next day (a Friday).
So my wife brings the vehicle back the next morning. The service person that checked her in, acted as if he had never seen or heard of the vehicle we were bringing for service. They had no notes or anything about the things I had discussed and scheduled to get fixed. So my wife calls me, I get it sorted out, explained to them once again all that needed done and we left the car there. They said it would be about 5 hours and everything would be done. Well we dropped it off about 8:30 am. 2pm rolls around and I havent had a call, and I keep getting put straight to voicemail. Finally I get through to them and I find out they havent even touched the vehicle, its just sat the whole time because they didnt have the shifter or the things for the window, or even the battery terminals. Of course I'm upset but I took it easy on them as they were clearly having a rough day. My wife picked up the car, having wasted a day without a vehicle, trying to organize rides back and forth etc.. We spoke to them and we discussed bring it back about 2 weeks later when they had everything and we had time again.
So fast forward to yesterday. My wife brings in the vehicle again and drops it off. They were nice enough to get a rental this time for the inconvenience so that was a nice thing to do. About 8 hours later, 5 pm, they call me and tell me its done. She goes and picks it up. The window is fixed, the terminals are on, and the shifter is installed. She noticed that the shifter was way fatter than the original and has a new button near your thumb with a +/- on it. She thought it may be an upgraded part. These buttons are clearly for shifting with your thumb instead of the paddle shifters. She gives them a try and they dont work. Now keep in mind, this new shifter is quite a bit fatter, doesnt feel as nice because of this either. So these buttons dont do squat. She showed the service manager and he said he would take care of it and order the correct part. She was a bit peeved but took it home.
When she got home, out of curiosity I took it for a spin thinking maybe the buttons only worked in manual, or something wasnt right. So of course, these buttons dont work, and even with my man sized hands, this shifter is BIG. So in my head I'm pretty pissed. I've been down there 2 times already, and things still arent right, but I'm a pretty cool headed guy and decide to give him a call and explain that I'm not happy with this.
I call today and I get Paul, one of the service guys. He instantly tells me to "work with him here" when I told him that this was not acceptable. I told him I'm not going to keep my car this way when the button doesnt work and its uncomfortable. It would be one thing if it worked for shifting like the paddles, but to have a non functioning button will just make it harder for me when we go to sell it.
I told him that now I have to bring this down there for a 3rd time to get this fixed, he's wasted my time, and my wifes time and I want it done right this time. He tells me that "Ford says this is the new part number", basically saying thats just how it is. I told him that clearly its not the right one and that he needs to figure it out. He was quite snippy at this point. I'm sure my tone showed that I was peeved, but I am generally very calm on the phone, I didnt raise my voice or berate him as I really wanted to. Regardless he needs to remain professional. I told him he needs to give us some oil change vouchers or something for wasting my time again, and he says "Oh yeah thats not happening".
I cannot believe the level of incompetence from this dealership at this time. Is it too much to ask to get things done right and do them right the first time, not three times later. I'm not sure what to do at this point. He said he is going to "look for the right one". I told him to either figure out how to make the button work so its not just some non-functioning part on my new vehicle, or get the right shifter. He hurried me off the phone after I told him I expect a phone call tomorrow morning with a solution for this.
Crystal if you are reading this, maybe you can assist. I'm literally in the phase of shopping 2014-2015 F150's which I plan to buy in the next 1-2 months, and this is not making my view of Ford very favorable.
