BAD experience with Ford roadside assistance

[Andy-02XLT]

My 2011 Explorer was overheating and I asked for a tow. The lady on the line said Ford tow cover free for 35 miles to authorized Ford dealer. She offered me one Ford dealer but I asked for another one that only within 12 miles from where my car was. She said that will cost me 80 dollars because I want another Ford dealer. So I told her she much be S!#$ing me. Then she asked me to wait while she get someone else on the phone. The next guy asked me what is the cross street but I told him I just merged from one Highway to another and don’t know what the next coming cross street is. He keeps on asking for the cross street, so I finally gave up and took care getting the Explorer to the dealer myself.

Ford, I know you can do better than this.......................

 

[Sgt1411]

My 2011 Explorer was overheating and I asked for a tow. The lady on the line said Ford tow cover free for 35 miles to authorized Ford dealer. She offered me one Ford dealer but I asked for another one that only within 12 miles from where my car was. She said that will cost me 80 dollars because I want another Ford dealer. So I told her she much be S!#$ing me. Then she asked me to wait while she get someone else on the phone. The next guy asked me what is the cross street but I told him I just merged from one Highway to another and don’t know what the next coming cross street is. He keeps on asking for the cross street, so I finally gave up and took care getting the Explorer to the dealer myself.

Ford, I know you can do better than this.......................

That's BS.....get a hold of Seni or Cory on this site and if they cant do anything call Customer Service.

That's unacceptable.

 

[BrooklynBay]

Why did it overheat (coolant leak, head gasket, stuck thermostat, defective fan, etc)? Is the repair covered under the warranty?

 

[Flounder]

If it was overheating, why keep driving it? Your impatience with Ford may have caused more damage than if you simply pulled over/parked it and calmly explained the situation.

 

[blwnsmoke]

Ive used it 3 times and have had great cs every time.

 

[FordService]

My 2011 Explorer was overheating and I asked for a tow. The lady on the line said Ford tow cover free for 35 miles to authorized Ford dealer. She offered me one Ford dealer but I asked for another one that only within 12 miles from where my car was. She said that will cost me 80 dollars because I want another Ford dealer. So I told her she much be S!#$ing me. Then she asked me to wait while she get someone else on the phone. The next guy asked me what is the cross street but I told him I just merged from one Highway to another and don’t know what the next coming cross street is. He keeps on asking for the cross street, so I finally gave up and took care getting the Explorer to the dealer myself.

Ford, I know you can do better than this.......................

Andy-02XLT,

Please check your PMs, as I have responded to your concern. I do apologize for the inconvenience(s) this event may have caused. I will be on the lookout for your reply.

That's BS.....get a hold of Seni or Cory on this site and if they cant do anything call Customer Service.

That's unacceptable.

Thanks for backing us up buddy! I have sent him a message and hope to document his feedback.

~Seni

 

[Andy-02XLT]

I contacted Ford through Ford Owner web site about this. I have received an apology email reply from Jane, Customer Relations Center, and received a personal phone call from Ford customer relations rep, apology on this incident. I know this is an incident either Ford nor I want. But it’s happened and I am glad that Ford is taken note. What so sad for me is now I have to listen to my wife that keep telling me, I should have listen to she and bought an import. This is my second Explorer. My 2002 explorer served me well, and I sure hope this one will redeem itself overtime.

 

[Andy-02XLT]

Flounder,
I did pull over and part. After got off the phone, I waited until the motor cooled down then got on the service road to make my way back to the dealer. Overhead was due to bad cooling fan. So if your car is moving fast enough, the temp should stay low.

 

[MrQ]

I may not be the smartest guy in the class, but trying to drive your BRAND NEW $25,000+ Explorer when you know its going to overheat again, seems, to me, more than a serious error in judgment.

Nevertheless, its good that Ford took care of the situation.

 

[SLB8SNK]

You always have to remember, regardless the company, just takes ONE idiot to make a whole company look bad. People need to understand that, and just because of one person, you cant discount a company! Just saying.... you can always escalate before all the negative. If the tow truck driver was an idiot, that would not be Ford's issue would it? Ford makes cars, first and foremost, and everything else is secondary. There is no master of all trades! Go Ford...

 

[blwnsmoke]

To add to SLB8SNK's comments.. Although it is called "Ford roadside assistance", it is not Ford you are calling. You are calling a 3rd party company who handles (forgot the name) dispatching tow companies within the network (almost like AAA). Yes I know it is Ford and who else are you to blame but the reality is, it wasn't Ford.

You are entitled to have your vehicle brought to where you want, if it is further (miles) then they allow, you are responsible for the difference. I know with my Ford ESP, they pay $100.. the tow driver gets paid $45 for the tow and $1.50/mile so it doesn't cover much distance.

Hopefully your next experience will be a positive one. As I said, I've used it 3 times and all 3 were positive. Ford pays