FordIVTteam
Official Ford Rep
- Joined
- July 13, 2011
- Messages
- 1,690
- Reaction score
- 1
- City, State
- Dearborn, MI
- Year, Model & Trim Level
- Ford Explorer
I wantd to report back on this. I took car to dealership today to correct this. They said they had to do a "hard reset" and everything was back to working correctly. I'm not quite sure what is involved with a hard reset, but I didnt lose any of my settings and all Sirius Travel Links were working properly.
I was one of the people who posted a little bit of frustration over this MFT 3.2.2 update......... which unfortunately may or may not have started additional negative posts (some of which were deleted). So with that said, most importantly today, I want to report back on this forum about the Ford customer service I received.
Rebecca (Ford IVT team) asked me for my car information so she could escalate my concern to Customer Care Team. This past Friday the 21st I received a call from Ford Customer Care. The regional Customer Service Mgr., Crystal, left me a detailed message for me to call her back, which I did. Due to her 1/2 day schedule on that Friday she returned my call today. She was extremely helpful, explaining the problem at which time to I did tell her the dealership had called and had it all working. She went on to offer me a solution that I consider to be more than adequate for the inconvenience of not having Travel Link for 2 weeks. She also said that she will be calling me back one week from today to make sure all of my services were still working properly.
I'm very impressed with how Ford handled this! From Rebecca monitoring this forum helping us all out to doing what she said she would do by escalating this to Customer Care Team. Great job Rebecca, Crystal and the customer care team!!
From someone who manages a busines that relies heavily on having great customer service, not enough positive customer service experiences get talked about so I wanted to pass the above along.
As others have said, you can voice a bad experience on this forum without going overboard, but also take the concern to Ford and Customer Care to get it resolved.
I'm glad everything worked out for you! Thanks for posting your positive experience.
Hello to everyone, I´m new to this site, I´m from Chile, just received my new Explorer 2013 LTD. I was reading all your post with the help of Rebecca, thank you for all the goot tips and information. MY PROBLEM, I can´t log into syncmyride to get updates, since is only for US customers, so I can´t upgrade my sistem to the 3,2,2. I talk to my dealer here in Chile, and they didn´t know anything about upgrading, even they ask me " are you sure you can upgrade your sistem???", well for my surprise they are not very inform what they are selling here, Ford Chile?? Is there still a posibility for me to get help or upgrade?, can I access some how to syncmyride for updates??. Can someone send me the zip file to my email address to upgrade the sync?, or it goes one on one car only? Any help or comment will be appreciated, thank you, greetings from down here?
Rebecca, hi, is there a way to make this notice to Ford Company, we have so little support here?
Cris
Hi, Cris!
Please contact your local Customer Relationship Center:
+56-2-940-5800
They'll be able to point you in the right direction!
Rebecca