What would you do?

[gdecamp]

Hi folks,

Today I had a bit of a run in at Ford, here is what happened.

I got a 5000 mile service notice by e-mail last week. I had already got a 3000 mile service 3 months ago and wondered what this was so I looked on Fords website and read the info. I noted it said;

"Change engine oil and replace oil filter when indicated on vehicle message center or every 12 months, whichever occurs first"

...among other items that needed to be checked. As a note when I had the 3000 mile service I had them change the oil and put in synthetic oil, that like I said was about 3 months ago and about 1700 miles, this was done at same dealer as today where I bought the Explorer.

Well I did the online scheduling and received an e-mail with my appointment for this morning. I dropped off car before work today in the early bird drop off spot, checked 5000 mile service and went to work. I go to pick up the car after work and they changed the oil. I asked why and was told it is part of the 5k service. I said it did not say that on the website and they showed me a pamphlet they had that said "change oil...etc". It gets better.... I asked what kind of oil they put in, they said semi synthetic. Now I am livid! I asked again why does the website say one thing and your pamphlet say something else, they replied that they do not follow that recommendation at Ford! WTF??

So not I have new oil after 1700 miles, the synthetic was dumped and semi synthetic put in. I paid and walked out and said I was going to call ford.

Am I wrong? Who should I call if not? I thought these places were supposed to be computerized and the reason you being your car back to the same place is so they try to keep track of things?

 

[EX-SV]

IMHO, I wouldn't be very concerned, wouldn't bother calling anybody. Drones are monitoring the computerized data.

 

[gdecamp]

IMHO, I wouldn't be very concerned, wouldn't bother calling anybody. Drones are monitoring the computerized data.

You totally lost me.....

 

[EX-SV]

You totally lost me.....

Sorry, regarding "I thought these places were supposed to be computerized and the reason you being your car back to the same place is so they try to keep track of things?", I meant that nobody is really paying that much attention or keeping track of things at dealership.

 

[gdecamp]

....... I meant that nobody is really paying that much attention or keeping track of things at dealership.

I had a 4Runner before this and Toyota did! I would call up, they would tell me what I needed and what I had done last time. I guess I am expecting too much....sigh.

 

[EX-SV]

I had a 4Runner before this and Toyota did! I would call up, they would tell me what I needed and what I had done last time. I guess I am expecting too much....sigh.

I see your point, my Lexus dealer does the same thing but I do go to same service writer (person) for my Mobil1 oil changes.

 

[182RG]

I'm confused. Why did you need service at 3000 mi? Why did you schedule it again at 5000 mi? Because of a post card? Oil changes are 10k or when the monitor indicates. You brought this on yourself by scheduling and paying for unnecessary maintenance. Stop wasting money....and keep track of your own service.

 

[peterk9]

Hi folks,

Today I had a bit of a run in at Ford, here is what happened.

I got a 5000 mile service notice by e-mail last week. I had already got a 3000 mile service 3 months ago and wondered what this was so I looked on Fords website and read the info. I noted it said;

"Change engine oil and replace oil filter when indicated on vehicle message center or every 12 months, whichever occurs first"

...among other items that needed to be checked. As a note when I had the 3000 mile service I had them change the oil and put in synthetic oil, that like I said was about 3 months ago and about 1700 miles, this was done at same dealer as today where I bought the Explorer.

Well I did the online scheduling and received an e-mail with my appointment for this morning. I dropped off car before work today in the early bird drop off spot, checked 5000 mile service and went to work. I go to pick up the car after work and they changed the oil. I asked why and was told it is part of the 5k service. I said it did not say that on the website and they showed me a pamphlet they had that said "change oil...etc". It gets better.... I asked what kind of oil they put in, they said semi synthetic. Now I am livid! I asked again why does the website say one thing and your pamphlet say something else, they replied that they do not follow that recommendation at Ford! WTF??

So not I have new oil after 1700 miles, the synthetic was dumped and semi synthetic put in. I paid and walked out and said I was going to call ford.

Am I wrong? Who should I call if not? I thought these places were supposed to be computerized and the reason you being your car back to the same place is so they try to keep track of things?

Did you decide to get the 3000 mile on your own or did you get an email for that as well?
My Owner's Guide says " As indicated by message center (can be up to one year or10,000 miles [16,000km]). When I spoke with my salesman back in the Fall, he said that the mechanics all prefer following the 6 months or 8000km (5000 mile) program. That is what I did with my '09 Highlander and will do also with my Explorer. I'm surprised that when you put the synthetic in that a label or something wasn't put by the filler cap to advise use of synthetic. The mechanic would likely not know what or when maintenance was done last. That should be the service advisor's job.
I definitely would have spoken to the service manager before leaving.

Peter

 

[bluelion]

if the dealership has full synthetic, then i would request full synthetic be put in. have them change it...but sometimes dealers only carry semi-synthetic...so maybe your first oil change wasnt full synthetic to begin with.

 

[gdecamp]

Did you decide to get the 3000 mile on your own or did you get an email for that as well?
Peter

Got an email for that as well but it was not for an oil change. I decided to get the oil change and put in the synthetic in addition after speaking to the service manager when I brought it in.

 

[182RG]

When I spoke with my salesman back in the Fall, he said that the mechanics all prefer following the 6 months or 8000km (5000 mile) program.

I'm sure they do. *laugh*. Jiffy Lube prefers every 3000.

Don't be so gullible.

 

[gdecamp]

if the dealership has full synthetic, then i would request full synthetic be put in. have them change it...but sometimes dealers only carry semi-synthetic...so maybe your first oil change wasnt full synthetic to begin with.

No that was definitely full synthetic, or so they said anyway as well as charged me for the first time, 1700 miles ago.

 

[gdecamp]

I'm confused. Why did you need service at 3000 mi? Why did you schedule it again at 5000 mi? Because of a post card? Oil changes are 10k or when the monitor indicates. You brought this on yourself by scheduling and paying for unnecessary maintenance. Stop wasting money....and keep track of your own service.

This was an e-mail from Ford both times, not the dealership.

 

[peterk9]

I'm sure they do. *laugh*. Jiffy Lube prefers every 3000.

Don't be so gullible.

I have followed that schedule with my last 3 vehicles by choice. I now do not do much highway driving for long stretches and do many short trips. I have had the Ex for almost 10 months and have just 7250 kms (4500 miles) on the odometer so for me that 6 month intervals will come first. I think I can afford the $39.95 plus free coffee and free car wash. I also get to stay in contact with the salesman, service manager, parts manager and owner which can't hurt. It's a small town dealership.

 

[gdecamp]

This was the latest e-mail from Ford;

Replace cabin air filter

Perform multi-point inspection
Inspect and lubricate all non-sealed steering linkage,ball joints,suspension joints,half and drive-shafts and u-joints
Inspect brake pads/shoes/rotors/drums, brake lines and hoses, and parking brake system
Inspect complete exhaust system and heat shields
Inspect cabin air filter, if equipped
Inspect cooling system and hoses
Change engine oil and replace oil filter when indicated on vehicle message center or every 12 months, whichever occurs first
Rotate and inspect tires; check wheel end play and turning noise

 

[spitfisher]

This was the latest e-mail from Ford;

Replace cabin air filter

Perform multi-point inspection
Inspect and lubricate all non-sealed steering linkage,ball joints,suspension joints,half and drive-shafts and u-joints
Inspect brake pads/shoes/rotors/drums, brake lines and hoses, and parking brake system
Inspect complete exhaust system and heat shields
Inspect cabin air filter, if equipped
Inspect cooling system and hoses
Change engine oil and replace oil filter when indicated on vehicle message center or every 12 months, whichever occurs first
Rotate and inspect tires; check wheel end play and turning noise

Thats what I recently had done at 6k, I driv e a lot of highway, they performed everything listed on there punch list and missed the things I had asked for. go figure. I rec'd an email survey about their work- I feel like blasting them. I'll mention that I could have gone to jiffy lube and saved some coin. And time! They had for most of the day

Don't they realize that good service eventually leads to buying and/or recommending buying a new car? God it's so basic?

 

[cnsheets]

Change engine oil and replace oil filter when indicated on vehicle message center or every 12 months, whichever occurs first

So why did they change the oil? Obviously wasn't 12 months and doubt there was anything on the message center.

 

[gdecamp]

So why did they change the oil? Obviously wasn't 12 months and doubt there was anything on the message center.

That was my question! They said they do not follow Fords recommendation, they change the oil at 5k miles...PERIOD. So basically their claim is I did not tell them NOT to change the oil so they did. I want them to credit my bill for the oil change I didn't need and put back the synthetic I had in the first place.... again which never should have been changed.

 

[gdecamp]

Don't they realize that good service eventually leads to buying and/or recommending buying a new car? God it's so basic?

It is basic isn't it? However so many corners are cut these days because some workers just don't really care.

 

[sean99]

This was the latest e-mail from Ford;

Replace cabin air filter

Perform multi-point inspection
Inspect and lubricate all non-sealed steering linkage,ball joints,suspension joints,half and drive-shafts and u-joints
Inspect brake pads/shoes/rotors/drums, brake lines and hoses, and parking brake system
Inspect complete exhaust system and heat shields
Inspect cabin air filter, if equipped
Inspect cooling system and hoses
Change engine oil and replace oil filter when indicated on vehicle message center or every 12 months, whichever occurs first
Rotate and inspect tires; check wheel end play and turning noise

I bet the only thing done on that list was to change the oil. Did you check to see if the tires were rotated? Does it look like they lubricated anything? Might have the original cabin filter too.
Their inspection is most likely a quick glance for a leak.
Inspect everything, and call the service manager with anything missed, and set up a time to have your oil changed again at no charge.
Its sad, but you will have to reinspect their inspection if you don't want anything missed.
Nobody will treat your Explorer like it's their own, because it isn't