Subject: 1997 F-150
Date: 6/24/2005

I bought my truck new and had no problems until i went to the dealer (Fred Jones
Ford in Oklahoma City) for some warranty work, just before i passed the 36,000 
mile warranty limit.  The engine was making a rattling noise on cold starts, and 
the dealer called to tell me it needed new valve lifters.  They told me they 
would have to order the parts, and it would take a couple of weeks to get them.  
When they hadn't called in over two weeks, i went by the shop and was told they 
had received the parts, but had installed them in another vehicle.  I was not 
overly concerned at this point, and when they said they would order the parts 
again i informed them i would be driving to Tennesee (which would put the 
odometer over the 36,000 mile mark) for a two week business trip.  They said 
they would leave me a phone message when the parts arrived and i could bring the 
truck in for service at my convenience.  When i returned from Tennesee, there 
was no message regarding the parts.  I fully admit i let it slide for about a 
month or so before i contacted the dealer regarding the parts.  The service 
manager told me they had the parts and i could bring the truck in anytime.  When 
i arrived at the dealer, they noted that the odometer now showed in excess of 
36,000 miles, and informed me the warranty was no longer valid.  I disputed this 
decision because the vehicle was under warranty when the problem was identified, 
and would have been repaired at the time, if not for the Keystone Cops-like 
debacle involving securing the necessary parts.  After numerous phone calls to 
the dealership and Ford customer service, i was told that Ford and the 
dealership would split the cost of the parts, but that i would be responsible 
for the $400 labor charge to install them.  I informed them that this was 
unacceptable, and asked for the parts so i could install them myself.  Suddenly, 
the dealer didn't have the parts in stock, and was supposed to call me when they 
arrived.  I never heard anything further regarding the issue, and Ford did not 
even respond to my complaint on a "We value our customers so much that we picked 
you at random to tell us about your ownership experience" survey they sent me in 
the mail.  I decided not to replace the lifters, and the engine still runs fine 
at 160,000 miles, although the lifter noise has slightly increased.  The bottom 
line is i'm happy with the product, but FORD'S CUSTOMER SERVICE, both at the 
dealership and the corporate level, SUCKS SO MUCH ASS THAT I WILL NEVER BUY 
ANOTHER FORD PRODUCT.