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Ford Customer Relations


flyleclair

Member
Joined
July 17, 2011
Messages
78
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City, State
Bath, Pa
Year, Model & Trim Level
2011 Explorer XLT 4WD
I recently filed a warranty call with my Ford dealers service department. I noticed a couple (2) of clouded spots on my hood and the dealers autobody shop is pretty sure its a defect in the paint under the clear coat. They sent the info to Ford and they said it looks like something was splashed on the hood and would not cover under warranty. If thats the case, there would be spots everywhere. So i asked what else can i do? They told me to call Ford Customer Relations. Has anyone ever called them and what were the results??
 


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foxtemple

Active Member
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May 17, 2012
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City, State
Philadelphia, PA
Year, Model & Trim Level
2011 Ford Explorer
I've called them and had my case "escalated". It seems like all they do is act as sort of a liaison between you and the dealership. In laymen's terms they call the dealership. From what I see they don't really have the power to really do anything.... That's just my experience others probably have had different/better experiences.
 




tuin42man

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April 20, 2012
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City, State
Winston Salem NC
Year, Model & Trim Level
2012 explorer limited
When I called them with a paint defect they listened patiently to what I had to say them basically said to bad we won't do anything about that.
 




FordService

Official Ford Rep
Joined
October 25, 2010
Messages
5,281
Reaction score
12
City, State
Dearborn, MI
Year, Model & Trim Level
2014
I recently filed a warranty call with my Ford dealers service department. I noticed a couple (2) of clouded spots on my hood and the dealers autobody shop is pretty sure its a defect in the paint under the clear coat. They sent the info to Ford and they said it looks like something was splashed on the hood and would not cover under warranty. If thats the case, there would be spots everywhere. So i asked what else can i do? They told me to call Ford Customer Relations. Has anyone ever called them and what were the results??
I've called them and had my case "escalated". It seems like all they do is act as sort of a liaison between you and the dealership. In laymen's terms they call the dealership. From what I see they don't really have the power to really do anything.... That's just my experience others probably have had different/better experiences.
When I called them with a paint defect they listened patiently to what I had to say them basically said to bad we won't do anything about that.
Hi everyone!

Hopefully I can clarify some things for you. If you have any concerns with your vehicle, the best first step is getting in touch with your dealership. If you need additional assistance, I can help by escalating a case. This gets your information in the hands of the customer service manager for your area. The CSM will contact your dealership to ensure that your concern is being addressed, but also has other resources available for consultation.

If you have any questions, just let me know.

Thanks!

Crystal
 




flyleclair

Member
Joined
July 17, 2011
Messages
78
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0
City, State
Bath, Pa
Year, Model & Trim Level
2011 Explorer XLT 4WD
A shout out to Crystal at Ford Customer Relations....THANK YOU!! I just picked up my Explorer w/ the hood repainted and it looks awesome! Thank you and Ford Motor Co. for listening and helping getting this taken care of for me. Keep up the great great customer service!

Regards,
John :)
 




FordService

Official Ford Rep
Joined
October 25, 2010
Messages
5,281
Reaction score
12
City, State
Dearborn, MI
Year, Model & Trim Level
2014
A shout out to Crystal at Ford Customer Relations....THANK YOU!! I just picked up my Explorer w/ the hood repainted and it looks awesome! Thank you and Ford Motor Co. for listening and helping getting this taken care of for me. Keep up the great great customer service!

Regards,
John :)
Thanks for updating us on your Explorer, John! Hearing about your experience really made my day; if you need anything in the future, don't hesitate to ask!

Crystal
 




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