Ford aftersales feedback

**pista_ni_jon** · December 4th, 2010 03:47 AM

i almost forgot to share my feedback... i have just been to ford alabang to have my tray checked(front passenger seat). aftersales is HORRIBLE.

the service advisor didnt mind if the customer waited for hours. i even heard an old lady in the dealership raising her voice to one of the service advisors that they should be a "one-stop shop" and that all personnel must be knowledgeable about what they are doing. anyway, the job to be done on my fiesta is to check or correct the tray and install mud guards.

i was waiting for about an hour (from the time i proceeded to the customers lounge since they "started" working on my unit) when i inquired to the sa the status of the diagnostic. the reply i got was just "antyay antay lang po tayo sir". that's it, so i didnt mind. he didnt give me any time estimates on when the job will be completed. i just hoped that it wont take long because i thought that the tray will just need "greasing". i got back inside and went to the accessories area. i looked for the guy that is in-charge of the mud guards installation and asked if he already installed my accessory. he said that he just finished it and my unit is with the other technician checking/fixing the tray. i returned to the customer's lounge and stayed at their "ford theater".

after 2 hours(lunch break), i got out and looked for the sa since i didnt receive any status update for the last hour. i noticed that the service area didnt have any mechanic since it was lunch break. when i found the sa, he mentioned that they did what they can and still the tray is hard to pull and hard to push back even after adding grease on the plastics. he said that they even compared it to the other units and same pressure must be applied to push and pull the tray. i was surprised with the sa's answer. i asked him that if that's the case then why hold me up so long for such information? i asked him why he didnt just tell me earlier? he said that he was swamped because of this and that reasons. i told him that i will just let the tray be if all solutions have been exhausted. he then advised me to go out first to have my lunch and be back at 1pm where they will resume operations. at such time also will be the release of my unit.

wtf man! i have been waiting inside for more than 2 hours, restricted access to the service bay, didnt receive any updates about the job being done, and this is the best answer that they will give me?!?!

the reason for status inquiries is because they wouldnt allow customers to stay at the service area where they do the dirty work. i wanted to watch the job to be done because it feeds me information on how they do it so i would know what to do the next time the same scenario happens. i have no qualms about the restrictions of access of the customers in the service area if that is the company's policy. what i am iritated about is the updates given to me by the service advisor since he has given me NONE! shouldnt be the sa's job to keep the customers informed on what is being done, what has been done and also how long should the job be completed (at least time estimate)?

when i got back at 1pm, i didnt go straight to the sa. i gave them 10 more minutes so they can prepare or relax a bit after filling their tummys. when i got to the sa, i asked him about the papers to be signed as well as the accounts to be settled. he advised me to wait AGAIN. after 3mins, he pulled his colleague with him to explain to me further the job done. i just took in everything and told the sa that i need to get out of there already. that is the only time that he started completing the documents to be settled.

a very disappointed customer of ford alabang here!

hope that you have better feedback than mine...

**Quint** · December 4th, 2010 04:05 AM

Originally Posted by pista_ni_jon

i almost forgot to share my feedback... i have just been to ford alabang to have my tray checked(front passenger seat). aftersales is HORRIBLE.

the service advisor didnt mind if the customer waited for hours. i even heard an old lady in the dealership raising her voice to one of the service advisors that they should be a "one-stop shop" and that all personnel must be knowledgeable about what they are doing. anyway, the job to be done on my fiesta is to check or correct the tray and install mud guards.

i was waiting for about an hour (from the time i proceeded to the customers lounge since they "started" working on my unit) when i inquired to the sa the status of the diagnostic. the reply i got was just "antyay antay lang po tayo sir". that's it, so i didnt mind. he didnt give me any time estimates on when the job will be completed. i just hoped that it wont take long because i thought that the tray will just need "greasing". i got back inside and went to the accessories area. i looked for the guy that is in-charge of the mud guards installation and asked if he already installed my accessory. he said that he just finished it and my unit is with the other technician checking/fixing the tray. i returned to the customer's lounge and stayed at their "ford theater".

after 2 hours(lunch break), i got out and looked for the sa since i didnt receive any status update for the last hour. i noticed that the service area didnt have any mechanic since it was lunch break. when i found the sa, he mentioned that they did what they can and still the tray is hard to pull and hard to push back even after adding grease on the plastics. he said that they even compared it to the other units and same pressure must be applied to push and pull the tray. i was surprised with the sa's answer. i asked him that if that's the case then why hold me up so long for such information? i asked him why he didnt just tell me earlier? he said that he was swamped because of this and that reasons. i told him that i will just let the tray be if all solutions have been exhausted. he then advised me to go out first to have my lunch and be back at 1pm where they will resume operations. at such time also will be the release of my unit.

wtf man! i have been waiting inside for more than 2 hours, restricted access to the service bay, didnt receive any updates about the job being done, and this is the best answer that they will give me?!?!

the reason for status inquiries is because they wouldnt allow customers to stay at the service area where they do the dirty work. i wanted to watch the job to be done because it feeds me information on how they do it so i would know what to do the next time the same scenario happens. i have no qualms about the restrictions of access of the customers in the service area if that is the company's policy. what i am iritated about is the updates given to me by the service advisor since he has given me NONE! shouldnt be the sa's job to keep the customers informed on what is being done, what has been done and also how long should the job be completed (at least time estimate)?

when i got back at 1pm, i didnt go straight to the sa. i gave them 10 more minutes so they can prepare or relax a bit after filling their tummys. when i got to the sa, i asked him about the papers to be signed as well as the accounts to be settled. he advised me to wait AGAIN. after 3mins, he pulled his colleague with him to explain to me further the job done. i just took in everything and told the sa that i need to get out of there already. that is the only time that he started completing the documents to be settled.

a very disappointed customer of ford alabang here!

hope that you have better feedback than mine...

Enter the service area, and demand. Works all the time...

**vivafoxpro** · January 13th, 2011 08:56 PM

Originally Posted by pista_ni_jon

i almost forgot to share my feedback... i have just been to ford alabang to have my tray checked(front passenger seat). aftersales is HORRIBLE.

Thanks for directing me towards this thread.

I'm wondering what would happen if we took care of our own PMS and took a gamble on the warranty.

Have any of you guys done this? Did it cause you headaches down the line?

**tidus1203** · January 13th, 2011 08:58 PM

Originally Posted by vivafoxpro

Thanks for directing me towards this thread.

I'm wondering what would happen if we took care of our own PMS and took a gamble on the warranty.

Have any of you guys done this? Did it cause you headaches down the line?

Wala ka lang warranty so if something goes wrong on your car you pay for it... The CASA will still help you pero its no longer free unlike if you have a warranty its for free...

**rogie** · January 13th, 2011 09:34 PM

any feedback on ford edsa?
so far my 1st encounter with them yung 1k PMS ko, 1hr waiting lang ok na. before i went there i make sure naka sked ako ng 8am. 2nd encounter ko nung pinalitan yung rear right door lock assembly ng fiesta 4 jan 2011. hindi kasi nagwowork yung door indicator nya. sabi ng SA ko papalitan na lang daw ng buong assembly. their customer service called me na available yung parts and it will delivered to them kung kelan ko papagawa. so before the service done, napa sked ako ulit ng 8am, then leave the fiesta sa kanila and told them babalikan ko ng after lunch. pero wala pang 11am they called me ok na daw yung fiesta ko and ready to pickup na. sana lagi silang ganito. if they do stupid things to my fiesta, andyan naman barkada ko to consult (dati silang service advisor ng ford global ngayon nasa motor image na sila as service supervisor). sana lang yung mga naka encounter na pangit na service sa ford global hindi sila SA nyo, so far magagaling naman sila at mababait.

**gene457** · January 24th, 2011 07:04 PM

Originally Posted by rogie

any feedback on ford edsa?
so far my 1st encounter with them yung 1k PMS ko, 1hr waiting lang ok na. before i went there i make sure naka sked ako ng 8am. 2nd encounter ko nung pinalitan yung rear right door lock assembly ng fiesta 4 jan 2011. hindi kasi nagwowork yung door indicator nya. sabi ng SA ko papalitan na lang daw ng buong assembly. their customer service called me na available yung parts and it will delivered to them kung kelan ko papagawa. so before the service done, napa sked ako ulit ng 8am, then leave the fiesta sa kanila and told them babalikan ko ng after lunch. pero wala pang 11am they called me ok na daw yung fiesta ko and ready to pickup na. sana lagi silang ganito. if they do stupid things to my fiesta, andyan naman barkada ko to consult (dati silang service advisor ng ford global ngayon nasa motor image na sila as service supervisor). sana lang yung mga naka encounter na pangit na service sa ford global hindi sila SA nyo, so far magagaling naman sila at mababait.

i paid ford edsa 35k for replacing my shift solenoid pero when i brought it to ford cavite, hindi naman daw sira yung shift solenoid ko!!!

as a background... http://forum.fordclubph.com/viewtopi...=12&start=9435

**hausteam** · January 24th, 2011 07:23 PM

Originally Posted by gene457

i paid ford edsa 35k for replacing my shift solenoid pero when i brought it to ford cavite, hindi naman daw sira yung shift solenoid ko!!!

as a background... http://forum.fordclubph.com/viewtopi...=12&start=9435

Which one is Ford EDSA? Yun bang Ford Balintawak?

**tidus1203** · January 24th, 2011 07:33 PM

No. Ford Balintawak is Ford Balintawak and its in QC. Ford EDSA is in Greenhills San Juan... Its near the Subaru and PGA Cars showrooms along EDSA just before Ortigas...