Ford Customer Service Reps On This Forum

[YazYaz]

Fyi. When a Ford Customer Service Rep replies on a thread involving a problem with, "Hi there. Can you send us a DM with your VIN and dealership info? I can look into this on my end.", you should lower your expectations! This Ford Rep will ask you to send a great amount of information about yourself and your vehicle including the VIN and your mother's birthday. After you spend the time sending all of this information, you will be asked if you have taken your truck to the dealer. When you reply "no", you will be told that you need to take your truck to the dealer and the Rep on this forum can't do anything for you. After this happened to me twice, I asked the Rep why she doesn't ask that question first so as to not waste everyone's time. She replied that this is the procedure. She also admitted that the Ford Reps on this forum do not submit the issue to someone "up the chain" at Ford nor into some database.

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[Montana]

Yea it's been discussed many times. They are essentially a bot collecting info. The only thing they do is search for the closest dealer.

 

[dogtruck]

raise expectations and fail to deliver?
That didn't work in the dating world, nor will it work here.

 

[Art Vandelay]

When I had my crazy issue with the radio speakers going bonkers I sent them a DM as they requested with my information. Then about a week later someone from Ford corporate called me. At first I didn't believe it was them because they called on a Friday night at like 8:00 PM. But they had all of the information that I submitted and they asked if the dealership resolved the issue. I explained that the truck was still at the dealership and they were trying to find the problem and she just said that she would pass that information along. And that was it.

 

[SLINGSHOT]

Do you think, maybe, that the "Ford reps" are based in Nigeria?

 

[Dad]

Fyi. When a Ford Customer Service Rep replies on a thread involving a problem with, "Hi there. Can you send us a DM with your VIN and dealership info? I can look into this on my end.", you should lower your expectations! This Ford Rep will ask you to send a great amount of information about yourself and your vehicle including the VIN and your mother's birthday. After you spend the time sending all of this information, you will be asked if you have taken your truck to the dealer. When you reply "no", you will be told that you need to take your truck to the dealer and the Rep on this forum can't do anything for you. After this happened to me twice, I asked the Rep why she doesn't ask that question first so as to not waste everyone's time. She replied that this is the procedure. She also admitted that the Ford Reps on this forum do not submit the issue to someone "up the chain" at Ford nor into some database.

Good to know. I sort of caught on when the verbiage was exactly the same on every post . . . robotic.

 

[The Real Maverick]

A.I.​

 

[generalmgr]

I had the opposite experience, more or less. I complained about an issue on here…and was contacted by a ford rep who requested specific info… did not seem to be a bot but who knows. I then got a call from a rep who was definitely in the US. I explained the problem to them (which in a nutshell was with the dealer, and with the lack of available parts). Ford contacted the dealer, and also updated me with expected delivery info of the parts. From that point on, my interactions with the dealer were much better, and at least I had a guess as to when my truck would be fixed… rather than continuing to hear the service department tell me “parts are still back ordered with no anticipated delivery date”. Another Ford rep periodically checked in with me, including after the service was done, called to make sure everything was good and the file could be closed.

One more thought that just occurred to me… regarding the Ford rep that responded on here. It took a day or two for them to respond to my replies, each time they asked for info. I would guess if the “rep” was a bot, the response would be quicker. But with the crazy good A.I. that’s out there now, hard to say.

 

[YazYaz]

I had the opposite experience, more or less. I complained about an issue on here…and was contacted by a ford rep who requested specific info… did not seem to be a bot but who knows. I then got a call from a rep who was definitely in the US. I explained the problem to them (which in a nutshell was with the dealer, and with the lack of available parts). Ford contacted the dealer, and also updated me with expected delivery info of the parts. From that point on, my interactions with the dealer were much better, and at least I had a guess as to when my truck would be fixed… rather than continuing to hear the service department tell me “parts are still back ordered with no anticipated delivery date”. Another Ford rep periodically checked in with me, including after the service was done, called to make sure everything was good and the file could be closed.

One more thought that just occurred to me… regarding the Ford rep that responded on here. It took a day or two for them to respond to my replies, each time they asked for info. I would guess if the “rep” was a bot, the response would be quicker. But with the crazy good A.I. that’s out there now, hard to say.

"Bot"? I don't think anyone believes it is a "Bot". I don't understand.

 

[krg]

Fyi. When a Ford Customer Service Rep replies on a thread involving a problem with, "Hi there. Can you send us a DM with your VIN and dealership info? I can look into this on my end.", you should lower your expectations! This Ford Rep will ask you to send a great amount of information about yourself and your vehicle including the VIN and your mother's birthday. After you spend the time sending all of this information, you will be asked if you have taken your truck to the dealer. When you reply "no", you will be told that you need to take your truck to the dealer and the Rep on this forum can't do anything for you. After this happened to me twice, I asked the Rep why she doesn't ask that question first so as to not waste everyone's time. She replied that this is the procedure. She also admitted that the Ford Reps on this forum do not submit the issue to someone "up the chain" at Ford nor into some database.

i feel the same way…just felt odd all the information asked for….i never gave the info but asked the “service rep” for their direct fird contact (CDS) as verification they actually worked at Fomoco….no one would supply that info so i took thier communication as worthless

 

[dsford]

Fyi. When a Ford Customer Service Rep replies on a thread involving a problem with, "Hi there. Can you send us a DM with your VIN and dealership info? I can look into this on my end.", you should lower your expectations! This Ford Rep will ask you to send a great amount of information about yourself and your vehicle including the VIN and your mother's birthday. After you spend the time sending all of this information, you will be asked if you have taken your truck to the dealer. When you reply "no", you will be told that you need to take your truck to the dealer and the Rep on this forum can't do anything for you. After this happened to me twice, I asked the Rep why she doesn't ask that question first so as to not waste everyone's time. She replied that this is the procedure. She also admitted that the Ford Reps on this forum do not submit the issue to someone "up the chain" at Ford nor into some database.

Yeah I found that out the hard way earlier this week too. At the end, I told her that this was a total waste of my time and please delete my info from their system (which I bet they won’t). They’re probably gathering this data to run some marketing scams or solicitation in the future. They should be banned from the forum. Thanks for sharing this and maybe others will see this and ignore the “Offical Ford Rep” going forward.

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