Subject: Kent's 2000 Ford Focus

Date:    8/28/2002


I have always owned Fords, and have by-and-large been
very happy.

That changed with my 2000 Focus. I bought it new at a
large dealership in Zionsville, IN. They sucked, they
didn't honor my requests or even start looking for the
vehicle until a week after I initially contacted them
(they were very popular at first.).

I brought the car home, and was subjected the the
litany of recalls that everyone complains about.
Fortunately, I still had my trusty Festiva and my Ranger
to drive while the Focus was being serviced.
It was during one of the recalls that I had my first
experience with the Ford Customer Service Center. They
were unhelpful, and at times downright rude ... I have
since found out why, more on that in a moment.

I moved out to Hawaii, and drove my Focus as far as
Northern California when Sept. 11th happened. So, it
pretty much just sat there with 20000 miles on it for a
year. Just last month, I drove it down to LA, and back
to Northern California (about 1000 miles round trip),
when it started grinding with each shift into third gear.
I was flabbergasted to find out that it needed an
entirely new transmission at 21000 miles (over 4000 of
which were pure freeway miles).

I had become pretty chummy with the service manager at
the aforementioned dealership in Indiana. I called him
back, and asked who I could vent to. He didn't really
know, but he did tell me that the Ford Customer Service
Center is contracted out, and not really even a part of
Ford Motor Company. The upper personnel at Ford do not
wish to be contacted by the consumer, and therefore keep
themselves very isolated.

Upon learning this, and armed with the knowledge that
Ford doesn't even care about the exploding patrol cars in
Arizona, I picked my car up from the repair shop, drove
it across the street to the Saturn dealership and bought
a brand new Saturn. I must say, as with their ads, it is
one of the most pleasant experiences I have ever had
buying a car. None of the crap about talking to the sales
manager ... yadda yadda yadda.

Furthermore, I will continue to divest myself of my other
Fords. They have lost a good customer, not only over a
crappy car, but also due to unresponsive customer service
attitudes.

Kent


_________________________________________________________

UPDATE: 9/12/2002



Todd,

Just thought you'd like to know. I wrote to Ford to bitch
about my Focus, and their contract Customer Service Company
finally called back (they aren't even Ford employees). I
found that out, and called the dealer, and had them put me
in touch with their regional rep. He called and gave me the
stock Ford byline, and offered to extend the warranty on
the Focus, which I already traded-in. Otherwise, he didn't
seem all that concerned.

Put the word out on your site man, Ford Motor Company can't
even be bothered to take calls from their own customers.
They outsource the whole thing.

Regards,

Kent