Customer Experience Specialist, Ford Truck Team Case number What do they do?

[Mhubbardva1]

Can someone explain the role a Customer Experience Specialist, Ford Truck Team plays in the repair process? I have had nothing but a run around since "The Official Ford Account" reached out to me here on this website about a month ago wanting information and specifics about my truck trouble. I was assigned a case specialist. I'll leave their name out for now. I was instructed to schedule another service appointment and forward the dealer and date to them. I did that. Again sent and email and called to say the truck was headed to the dealer service. Called and emailed again the days it was in the service bay. I have not once been able to get this specialist to answer the phone or return a voicemail. I have requested a call back from this persons boss and nothing. When I asked dealer about this they say they have never heard from this team about my truck. I will call and stay on hold waiting for someone to review the fine and tell me what is going on. Nothing. Does anyone know what these people do or is this just a feel good group that does nothing?

Sponsored

 

[discothan]

@Ford Motor Company might be able to explain? This will prove that the account is not a bot! DISCUSS

 

[Mhubbardva1]

Funny, not a single comment here?
Something doesn't smell right.

 

[speedracercjr]

Would the case person you got assigned be Ivy by chance? Because she was absolutely horrible and didn't do a damn thing for me.

 

[Mhubbardva1]

Nope, Jasmine. But I am guessing they are all the same.

 

[ChiefD]

It would depend on who you get. Dianne helped me with my tail gate badge and she was very communicative about the issue. She also remembered my night shift schedule and ensured she didn't contact me during my sleep schedule.

 

[Mhubbardva1]

I have had my case escalated to management and am expecting a call back in 24-48 hours. A week ago??????

 

[StoneGray22]

I too have been terribly disappointed with the response from Ford. The person that contacted me called rather than emailed (email was my preferred method of communication), and told me they were contacting me about a "problem with my rims", when I had an axle/differential/leaf spring/exhaust rust issue. Received absolutely no "support" from Ford in backing me up with the issue. Dealership/service manager didn't even look at the truck (only the photos I provided) and said "we can take it out back and spray some rustoleum on it". Ford customer care indicated that I should "follow the recommendations of the dealer based on their inspection"; it would have been nice if they had actually inspected anything. I asked to be put in touch with some sort of manager with customer care, but was denied. Was told to keep working with the person who didn't even contact me about the right problem...

 

[21hybrid F150]

probably not the norm, but same day as I sent the private message to Ford with all the details, I received a call from the truck team. Preston in this case. other than having already called the dealer / service advisor & tech to get update, I have no idea what else they may have done behind scenes. he had no new information that I didn't already know from that days update from SA. correct part ordered. should be fixed in a couple of days. it was. maybe service moved a bit faster post call, but I suspect the timeline didn't change due to Ford calling them.

 

[Kidder]

A

It would depend on who you get. Dianne helped me with my tail gate badge and she was very communicative about the issue. She also remembered my night shift schedule and ensured she didn't contact me during my sleep schedule.

I have also dealt with Dianne (I'm assuming it's the same one) and she has helped with parts expediting to my dealer, etc. Her communication has been outstanding.

 

[SILVERBULLET69]

MINE WAS EXCEPTIONALLY ON TOP OF IT

 

[Mhubbardva1]

I still Haven’t heard a work from them.

 

[herothedog]

My experience with the "Strange noise during cold start" was to take in for service... (duh!). I was hoping for a little support since this seems like a problem that others have had experience with already and that Ford would at least communicate an expected procedure or something... When they already have your money I guess no need for them to even attempt to be proactive!

 

[JEB]

Can someone explain the role a Customer Experience Specialist, Ford Truck Team plays in the repair process? I have had nothing but a run around since "The Official Ford Account" reached out to me here on this website about a month ago wanting information and specifics about my truck trouble. I was assigned a case specialist. I'll leave their name out for now. I was instructed to schedule another service appointment and forward the dealer and date to them. I did that. Again sent and email and called to say the truck was headed to the dealer service. Called and emailed again the days it was in the service bay. I have not once been able to get this specialist to answer the phone or return a voicemail. I have requested a call back from this persons boss and nothing. When I asked dealer about this they say they have never heard from this team about my truck. I will call and stay on hold waiting for someone to review the fine and tell me what is going on. Nothing. Does anyone know what these people do or is this just a feel good group that does nothing?

Is this a rhetorical question? Do something? You’re hilarious!

If what you were hoping for is that they’d open a ticket with Ford engineering, or escalate your issue to a regional manager or something like that, uh, no. The customer service arm is nothing but window-dressing to make them look good, or caring. It won’t help you. They will call your dealer. Over and over and over again. That’s it. They will do nothing you can’t do on your own. And if you already have a good relationship with your dealer, contacting Ford customer service is only likely to piss your dealer off and undermine that relationship. Don’t do it.

And if Ford contacts you on this forum offering to “look into this for you,” don’t take the bait. Same thing. They won’t do anything for you that you can’t do yourself—and better.

 

[Mhubbardva1]

Is this a rhetorical question? Do something? You’re hilarious!

If what you were hoping for is that they’d open a ticket with Ford engineering, or escalate your issue to a regional manager or something like that, uh, no. The customer service arm is nothing but window-dressing to make them look good, or caring. It won’t help you. They will call your dealer. Over and over and over again. That’s it. They will do nothing you can’t do on your own. And if you already have a good relationship with your dealer,a contacting Ford customer service is only likely to piss your dealer off and undermine that relationship. Don’t do it.

And if Ford contacts you on this forum offering to “look into this for you,” don’t take the bait. Same thing. They won’t do anything for you that you can’t do yourself—and better.

Sponsored