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Thanks Ford Customer Service!


dencan

Member
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April 22, 2011
Messages
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City, State
Monroe, CT
Year, Model & Trim Level
'11 Limited
I was having some of the typical issues with my 2011 Explorer - A pillar rattle, squeaky brakes, etc. When I called the dealer to make an appointment, they had not heard of any of these issues (it was before the TSB) but told me to bring it in so they could take a look. I had a feeling that "take a look" would mean "we don't know what you are talking about". To save myself some aggravation, I sent a note to Cory who handed my case over to a Ford Customer Service Rep. They were all over the dealer. When I got to the dealer they had already been contacted and were told what to do. When I was told the parts were on back order, Ford kept following up with the dealer to make sure they were addressing everything. At the end of the day, my issues were fixed (except the rain noise as the TSB was not yet out) and I am certain it was all due to Ford CS's involvement. I would highly recommend contacting Cory if you feel you aren't getting the right answers. The Ford CS team was fantastic - thanks everyone!
 


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deewan

Active Member
Joined
January 11, 2012
Messages
294
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8
City, State
Cedar Rapids, IA
Year, Model & Trim Level
2012 Explorer Limited
Good to hear of the great customer service that you had. It's calming to know that even if the dealership may not have the best customer service, Ford is willing to nudge the dealership in the right direction to help the owner/customer.
 








Rick

Pumpkin Pilot
Staff member
Admin
Elite Explorer
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City, State
Wayoutin, Aridzona
Year, Model & Trim Level
'93 XL Pumpkin Edition
Callsign
AB7FH
That's great to hear. I think it's fantastic that Ford thinks enough of their customers, and our forum to provide support on this site to the new Explorer owners.:chug:
 
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FordService

Official Ford Rep
Joined
October 25, 2010
Messages
5,281
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12
City, State
Dearborn, MI
Year, Model & Trim Level
2014
...I sent a note to Cory who handed my case over to a Ford Customer Service Rep. They were all over the dealer. When I got to the dealer they had already been contacted and were told what to do. When I was told the parts were on back order, Ford kept following up with the dealer to make sure they were addressing everything. At the end of the day, my issues were fixed (except the rain noise as the TSB was not yet out) and I am certain it was all due to Ford CS's involvement. I would highly recommend contacting Cory if you feel you aren't getting the right answers. The Ford CS team was fantastic - thanks everyone!
You’re very welcome, dencan! I’ll make sure they know how much you appreciate it. :)

Good to hear of the great customer service that you had...
That's great to hear. I think it's fantastic that Ford thinks enough of their customers, and our forum to provide support to the new Explorer owners.:chug:
Thanks for all the kind words, guys! :D

Cory
 




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