Complaint sent to Ford
11/6/05, 02:23 PM
#21
Okay, I was joking about Bard's Mustang Source, because I knew it was a typo. Second, you just said
Um, they are replacing the transmission and gave you a rental at no charge to you, how is that not fair and reasonable. It is a machine, and machines will break.
So you think a car that has Shelby's name on it will never break down? I am willing to bet at least 1 will. There have been various issues with the car, hence the reason an Issues subforum was created but you make it seem like it is the end of the world and that the issue is happening to thousands of mustangs. I'd still love to see proof of that. Now, don't get me wrong, as I said before, I can understand the frustration. Just not so sure you understand how the first model year cars work throughout history. There are always going to be glitches, and hey, even if it is not a new transmission it can still fail.
Consumers also have a right to fair and reasonable treatement.
So you think a car that has Shelby's name on it will never break down? I am willing to bet at least 1 will. There have been various issues with the car, hence the reason an Issues subforum was created but you make it seem like it is the end of the world and that the issue is happening to thousands of mustangs. I'd still love to see proof of that. Now, don't get me wrong, as I said before, I can understand the frustration. Just not so sure you understand how the first model year cars work throughout history. There are always going to be glitches, and hey, even if it is not a new transmission it can still fail.
11/6/05, 02:34 PM
#22
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Originally posted by poldrv@November 6, 2005, 2:31 PM
Consumers also have a right to fair and reasonable treatement.
Consumers also have a right to fair and reasonable treatement.
As for the comments that the letter was whiney I wonder what your response would be if your new car had the same problem.
The comment that I should be grateful that Ford is going to replace the transmission and gave me a loaner to drive is equally incredulous. The Ford warranty requires that Ford repair the mustang to its original state. The car rental is part of the warranty, ten days at $35.00 per day. Ford has to perform the warranty repair it is in the warranty, failure to do so can result in legal consequences and they know it.
As for my comment about businesses waiting for parts I was not trying to state that a jet plane and a mustang were on the same footing. I was just indicating that there is a slow response for the consumer.
Could my letter have been toned down, yes it could have, but that is how I felt at the moment and that is still how I feel. If Ford is going to release a production performance vehicle it should have been done right the first time.
11/6/05, 03:02 PM
#23
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poldrv
You are incredible. I mean, why shouldn't you be upset? Who are these other infidels actually saying that Ford handled this correctly? You were treated like crud. They took your car in, giving you a new tranny, and on top of that, they are giving you transportation while it's being fixed! The nerve of some people.....
Oh, and in all seriousness, you actually cited Carrol Shelby as he would have done quality control so this doesn't happen? Give me a break. It's not like Ford didn't do quality control, you have a fluke, it happens. Incase you don't look at consumer reports, Bentley, Rolls, Mercedes, and BMW have been near the bottom of the list for some time even though their cars are "perfect" in your eyes.
And about a previous poster saying that the reason you didn't get warranty work handled correctly is because you are a whiney person; is probably correct.
At least you live in Canada (wow, that was harsh. No offense to Canadians, I was referring to the geographic distance between him and I).
You are incredible. I mean, why shouldn't you be upset? Who are these other infidels actually saying that Ford handled this correctly? You were treated like crud. They took your car in, giving you a new tranny, and on top of that, they are giving you transportation while it's being fixed! The nerve of some people.....
Oh, and in all seriousness, you actually cited Carrol Shelby as he would have done quality control so this doesn't happen? Give me a break. It's not like Ford didn't do quality control, you have a fluke, it happens. Incase you don't look at consumer reports, Bentley, Rolls, Mercedes, and BMW have been near the bottom of the list for some time even though their cars are "perfect" in your eyes.
And about a previous poster saying that the reason you didn't get warranty work handled correctly is because you are a whiney person; is probably correct.
At least you live in Canada (wow, that was harsh. No offense to Canadians, I was referring to the geographic distance between him and I).
11/6/05, 03:08 PM
#24
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As for the comments that the letter was whiney I wonder what your response would be if your new car had the same problem. To suggest to me that a transmission failure is an acceptable action for a new car is just so much baloney. The comment that I should be grateful that Ford is going to replace the transmission and gave me a loaner to drive is equally incredulous. The Ford warranty requires that Ford repair the mustang to its original state. The car rental is part of the warranty, ten days at $35.00 per day. Ford has to perform the warranty repair it is in the warranty, failure to do so can result in legal consequences and they know it.
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I agree with you that when you buy/lease a new vehicle it should be perfect when you drive it off the showroom floor and be trouble free for as long as you have the vehicle, but we all know that since we're driving a machine things break and need to be repaired, which is why new cars come with something called a warrenty...if something breaks withing the warrenty period Ford fixes the problem, and in cases like this they order a new transmission and install it in the car.
When it comes to a new model (and even models that have been in production for a few years) it takes time to get a brand new part (like and engine or transmission) shipped to the dealer for installation.
To give you an example- At work we use a 2003 Ford F450 ambulance with a turbodiesel engine. Several months ago the rig started having transmission problems so it was taken to the dealer. The dealer ordered a new transmission and two weeks later we got the rig back.
So this goes to show you that it takes time once a part is ordered for the dealer to get it from the factory or warehouse.
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As for my comment about businesses waiting for parts I was not trying to state that a jet plane and a mustang were on the same footing. I was just indicating that there is a slow response for the consumer. Read what I posted above...to add to what I said, I know how you feel, and I agree with you that it's hard to believe that a new car can start having problems within a few thousand miles, then not having the car for a week or so waiting for parts, but unfortunatly we have to live with delays sometimes.
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Could my letter have been toned down, yes it could have, but that is how I felt at the moment and that is still how I feel. If Ford is going to release a production performance vehicle it should have been done right the first time.
When a new model comes out you sometimes have problems, this is something my father told me several times, and I've had friends and other members of my family tell me the same thing. I've had my Mustang since last December, and in that time I've had a few problems-
CD Player Skipping (replaced)
popping in front end (parts replaced)
Service Engine Light came on three times-
took it in and they reflashed the computer
2nd time it came on and shut off on its own after a few days
3rd time the dealer found a valve sticking open in the emissions system and they ordered the part., which took over a month to come in. I was able to drive the car while waiting for the part.
Am I happy about having problems with the car? NO
Do I plan to invoke the Lemon Law on this car so I can get a new one?
NO, even with all the problems with the car I plan to keep it for a long time.
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I agree with you that when you buy/lease a new vehicle it should be perfect when you drive it off the showroom floor and be trouble free for as long as you have the vehicle, but we all know that since we're driving a machine things break and need to be repaired, which is why new cars come with something called a warrenty...if something breaks withing the warrenty period Ford fixes the problem, and in cases like this they order a new transmission and install it in the car.
When it comes to a new model (and even models that have been in production for a few years) it takes time to get a brand new part (like and engine or transmission) shipped to the dealer for installation.
To give you an example- At work we use a 2003 Ford F450 ambulance with a turbodiesel engine. Several months ago the rig started having transmission problems so it was taken to the dealer. The dealer ordered a new transmission and two weeks later we got the rig back.
So this goes to show you that it takes time once a part is ordered for the dealer to get it from the factory or warehouse.
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As for my comment about businesses waiting for parts I was not trying to state that a jet plane and a mustang were on the same footing. I was just indicating that there is a slow response for the consumer. Read what I posted above...to add to what I said, I know how you feel, and I agree with you that it's hard to believe that a new car can start having problems within a few thousand miles, then not having the car for a week or so waiting for parts, but unfortunatly we have to live with delays sometimes.
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Could my letter have been toned down, yes it could have, but that is how I felt at the moment and that is still how I feel. If Ford is going to release a production performance vehicle it should have been done right the first time.
When a new model comes out you sometimes have problems, this is something my father told me several times, and I've had friends and other members of my family tell me the same thing. I've had my Mustang since last December, and in that time I've had a few problems-
CD Player Skipping (replaced)
popping in front end (parts replaced)
Service Engine Light came on three times-
took it in and they reflashed the computer
2nd time it came on and shut off on its own after a few days
3rd time the dealer found a valve sticking open in the emissions system and they ordered the part., which took over a month to come in. I was able to drive the car while waiting for the part.
Am I happy about having problems with the car? NO
Do I plan to invoke the Lemon Law on this car so I can get a new one?
NO, even with all the problems with the car I plan to keep it for a long time.
11/6/05, 07:28 PM
#26
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Just a note here.
We are guaranteed the right to freedom of speech(right to complain). That's understandable.
Ford is not required to listen though, and I'm doubtful that they will listen to a letter as hostile as this one. This is also understandable.
We are guaranteed the right to freedom of speech(right to complain). That's understandable.
Ford is not required to listen though, and I'm doubtful that they will listen to a letter as hostile as this one. This is also understandable.
11/6/05, 08:54 PM
#27
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Do you think mechanics are magicians or something? Do you even know how much work is involved with puting a new trans in? My guess is you have no idea. You're lucky you're getting it back that fast. I work part time as a mechanic and It's very irritating to have a customer come in and demand that we fix some major problem in no time. It took my shop 6 months to rebuild my bmw motor. 6 LONG hiney MONTHS. You're really getting twisted about nothing.
11/7/05, 04:27 PM
#29
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Originally posted by gmichael@November 6, 2005, 4:35 PM
Why shouldn't he expect a Mustang or better vehicle as a loaner? Why get the Escort equivalent? He did pay for a Mustang, no?
Why shouldn't he expect a Mustang or better vehicle as a loaner? Why get the Escort equivalent? He did pay for a Mustang, no?
I'd guess it's much cheaper for them to pay $35-40/day to a rental car agency.
Premium dealers do give out loaners - you pay for what you get.
11/7/05, 06:18 PM
#30
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Yes there is a spelling mistake. Its Brad's not Bard's. As far as the guy goes with the customer in his shop comment, obviously his customer does not come first. As far as my letter goes, I was trying to give the forum members a heads up as to what the response from Ford is.
Yes the dealership is doing the "right" thing by making sure a whole new transmission is being put into the mustang.....its called the warranty process. My complaint was with the Ford Corporation not with the Ford Dealer. My only complaint regarding the dealer was putting me into a GM vehicle.
There was another comment posted that I should perhaps write out my letter then put it in a drawer for a few days, re-read the letter take it out and destroy the letter. That's like praying for a pothole to go away. If there is a problem it should be solved period.
As for the comments that I should drive a Toyota...I don't think so. I have had mustangs in the past, they ran fine. This one has problems. As I have indicated the consumer has a right to complain. Gee I wrote a letter to Ford, what are they going to do....slap my hand with a verbal assault of their own....get a grip!
Personally I do not expect a response from Ford, I will just be classed as another unsatisfied customer.
Yes the dealership is doing the "right" thing by making sure a whole new transmission is being put into the mustang.....its called the warranty process. My complaint was with the Ford Corporation not with the Ford Dealer. My only complaint regarding the dealer was putting me into a GM vehicle.
There was another comment posted that I should perhaps write out my letter then put it in a drawer for a few days, re-read the letter take it out and destroy the letter. That's like praying for a pothole to go away. If there is a problem it should be solved period.
As for the comments that I should drive a Toyota...I don't think so. I have had mustangs in the past, they ran fine. This one has problems. As I have indicated the consumer has a right to complain. Gee I wrote a letter to Ford, what are they going to do....slap my hand with a verbal assault of their own....get a grip!
Personally I do not expect a response from Ford, I will just be classed as another unsatisfied customer.
11/8/05, 12:21 AM
#31
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Actually Ray,customers do come first in my shop,beacause with out them we would have no customers.
The problem is most customers expectations are simply unrealistic,such as you thinking that you will never have a problem with your new car??Seriously,Ford is cranking out thousands of these cars, literally 700-800 per day or more. To think that their all going to be perfect is quite frankly....crazy,and now that your car has a problem your attitude is. .WHY ME??!! Relax man.
I also think you have already given forum members the heads up on Fords response, that is :
Yes sir we will get a new tranmission up to Edmonton as soon as possible and here is some alternate transportation for you in the mean time so you wont be without any wheels during this short wait.We regret any inconvience this may have caused you.
I'm not sure what more you would like from Ford.Seems to me they and the dealership have acted promptly and correctly to your situation.
Please do not take my post as a personal attack,rather take it as a dealership employee who is constantly just trying to help our customers the best we can as representitaves of a manufacturer.Too bad many customers cant be satisfied no matter what the situation.
ok now MY whine is done.
The problem is most customers expectations are simply unrealistic,such as you thinking that you will never have a problem with your new car??Seriously,Ford is cranking out thousands of these cars, literally 700-800 per day or more. To think that their all going to be perfect is quite frankly....crazy,and now that your car has a problem your attitude is. .WHY ME??!! Relax man.
I also think you have already given forum members the heads up on Fords response, that is :
Yes sir we will get a new tranmission up to Edmonton as soon as possible and here is some alternate transportation for you in the mean time so you wont be without any wheels during this short wait.We regret any inconvience this may have caused you.
I'm not sure what more you would like from Ford.Seems to me they and the dealership have acted promptly and correctly to your situation.
Please do not take my post as a personal attack,rather take it as a dealership employee who is constantly just trying to help our customers the best we can as representitaves of a manufacturer.Too bad many customers cant be satisfied no matter what the situation.
ok now MY whine is done.
11/8/05, 04:19 AM
#33
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is this guy serious or is this a joke? NO CAR is perfect. no car will run forever. New cars break down all the time. a lot of it depends on the driver and how you treat your vehicle. I have never been happier with a car in my life and ive had the radio issues, Strut popping, gas tank issues, seat problems. Ford has done the right thing every time. Even when im without the car for a few days, or it took 3 months to order the gas tank i dealt with it. Why? because i understand poo happens. its life. it isnt perfect and it isnt fair. so your transmisison broke. big deal your getting a replacement and you got a rent-a-car. big deal its a gm it coulda been a honda or a toyota. at least you got an american car. Id hate to see what happens if you had an accident wit hthe car. Would you try to write a letter to ford complaining that the crumple zones did their job to protect your life but now your without a car so you expect a new one for free? Comeon Guy! GET REAL!
11/8/05, 05:56 AM
#34
Picked up on this thread last night-had to sleep on this before adding this post...
I do work at a Ford store, as a service advisor, and I believe that Ford and your dealer have done EVERYTHING within their power to take care of you, their customer.
As it has been said in many previous posts, mass produced vehicles are not perfect. We have thousands of parts and components being produced by hundreds of suppliers whose workforces consist of human beings. These people, I would like to believe, come to work to be productive and efficient employees, attempting to make the best product possible. This number of components and people are not infallable. Defects occur and mistakes are made, that is what warranties exist for.
Regarding our complaint of the Malibu as a loaner, at the store I work at we strive to get Ford vehicles as loaners as much as possible, but sometimes our suppliers (Enterprise and Hertz) simply cannot provide a Ford product in every case. Having something to drive while you vehicle is down is very important, but at least they didn't put you into a foriegn make.
Oh, and by the way, the transmission probably is held up for longer period of time due to it having to go through customs.
That is all.....
I do work at a Ford store, as a service advisor, and I believe that Ford and your dealer have done EVERYTHING within their power to take care of you, their customer.
As it has been said in many previous posts, mass produced vehicles are not perfect. We have thousands of parts and components being produced by hundreds of suppliers whose workforces consist of human beings. These people, I would like to believe, come to work to be productive and efficient employees, attempting to make the best product possible. This number of components and people are not infallable. Defects occur and mistakes are made, that is what warranties exist for.
Regarding our complaint of the Malibu as a loaner, at the store I work at we strive to get Ford vehicles as loaners as much as possible, but sometimes our suppliers (Enterprise and Hertz) simply cannot provide a Ford product in every case. Having something to drive while you vehicle is down is very important, but at least they didn't put you into a foriegn make.
Oh, and by the way, the transmission probably is held up for longer period of time due to it having to go through customs.
That is all.....
11/8/05, 01:47 PM
#35
I feel bad for your problem but doing this will not help you. Ford will call the dealer and report about your letter then the owner will go and yell at the service manager and then he will yell at the workers and everyone will be pissed off at you, thus your repairs will never get done properly. Also about Lexus cars.........yeah they have more problems and they ALWAYS happen out of warranty. I posted somewhere in here about all the problems I have had with Toyota's and Lexus is no different. same cars after all.
11/8/05, 02:58 PM
#36
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I understand your frustration. Was this letter your final resort? By that I mean have you taken these issues up with your dealership management and if still dissatisified asked to have an appointment with your zone rep?
These are machines and machines break. It happens and your dealership is helping you. Yes it's frustrating for a tranny to go at such low mileage and there is probably nothing I or anyone can type to ease your frustration. I mean, you've got a loaner car and a new tranny and still are frustrated? Is your frustration at Ford itself and it's quality? I'd just like to let you know as others have mentioned this is not a problem inherent to Ford.
I used to work for Mercedes-Benz in sales and one time I was delivering a brand-new $80,000 S500 to a gentleman. Well, on delivery, the sunroof broke, ON DELIVERY! I had demo'd the entire vehicle for him and all went well. Shook his hand and was about to get out of the passenger seat when he opened the sunroof and it just stopped. So now I had an $80,000 vehicle with 5 miles on it that the guy paid cash for with a sunroof stuck in the open position. Turns out the motor had burned out. Misery loves company so I just thought I'd share that story with ya. Oh, and Dan Reeves told me a story of how he once got locked inside a brand-new BMW 7series when the locks malfunctioned. Happens to the best of us!
These are machines and machines break. It happens and your dealership is helping you. Yes it's frustrating for a tranny to go at such low mileage and there is probably nothing I or anyone can type to ease your frustration. I mean, you've got a loaner car and a new tranny and still are frustrated? Is your frustration at Ford itself and it's quality? I'd just like to let you know as others have mentioned this is not a problem inherent to Ford.
I used to work for Mercedes-Benz in sales and one time I was delivering a brand-new $80,000 S500 to a gentleman. Well, on delivery, the sunroof broke, ON DELIVERY! I had demo'd the entire vehicle for him and all went well. Shook his hand and was about to get out of the passenger seat when he opened the sunroof and it just stopped. So now I had an $80,000 vehicle with 5 miles on it that the guy paid cash for with a sunroof stuck in the open position. Turns out the motor had burned out. Misery loves company so I just thought I'd share that story with ya. Oh, and Dan Reeves told me a story of how he once got locked inside a brand-new BMW 7series when the locks malfunctioned. Happens to the best of us!
11/8/05, 05:50 PM
#37
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Be greatful they repaired it. You know what I got when I brought my GT in for a noisy 5spd? "It's normal"
Count you lucky stars. Sounds like you got treated right but you're somehow upset about it, which is beyond me.
Count you lucky stars. Sounds like you got treated right but you're somehow upset about it, which is beyond me.
11/14/05, 10:04 PM
#38
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Originally posted by poldrv@November 6, 2005, 2:31 PM
Consumers in this country and the Unites States have a right to complain. Such rights are enshrined in both constitutions.
Consumers have a right to expect that a product with live up to the manufacturers product statement. Consumers also have a right to fair and reasonable treatement.
Consumers in this country and the Unites States have a right to complain. Such rights are enshrined in both constitutions.
Consumers have a right to expect that a product with live up to the manufacturers product statement. Consumers also have a right to fair and reasonable treatement.
11/15/05, 03:54 AM
#39
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this guy needs to relax....did you get stuck somewhere with your car like i did noooooooooooooooo. was i mad and pissed off...yes....the only thing i knew was that i have a warranty it was not coming out of my pocket...ford and the dealer would have to deal with the problem.....not me.....i could understand being pissed off, frustrated..ect...ect...but the way i see it your going to **** your dealer off..and if you have any mods there going to void your warranty for anything they can find....now who will have the last laugh there......and ford must get 100 letters like your a day..and they all go to the shredder...
11/15/05, 05:18 AM
#40
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Originally posted by Route 66@November 15, 2005, 12:07 AM
:scratch: Where in our Constitution does it say that we have a right to complain??? I'm assuming you mean we have a right to free speach. Not a right to whine and complain.
:scratch: Where in our Constitution does it say that we have a right to complain??? I'm assuming you mean we have a right to free speach. Not a right to whine and complain.
But, since The Mustang Source is owned by Brad (it is a private institution), and not the government, free speech doesn't apply here.
Brad doesn't like it, it goes away.
