I work in Ford Credit / Lincoln Customer Service. You get a good picture of how poorly made these vehicles are listening to the customers. Vehicles sitting at dealers for months waiting on parts / engines, etc. while customer still making payments on the vehicles. Not enough loaner vehicles to go around in the process. Lots of buybacks if the dealer can do it depending on state limitations, etc.It is truly a mess. We do offer extensions but cannot do many at once on these vehicles. Customers going back to GM, etc. accounts getting paid off by GM and other dealers due to customers trading in due to so many recalls and problems.
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My 2023 Lincoln Nautilus (17K miles) has both front doors cracking on the forward shutfaces by the hinges. Dealer said this is becoming more common and has been appearing on other Lincoln vehicles. A simple Google search backs this up. They have to replace the doors that are on backorder. Driver's door takes a few attempts to close because the door is sagging slightly. Dealer wasn't sure about getting a loaner when the doors do arrive even though we signed up for an eight-year extended warranty. Are these doors aluminum? Car was ceramic coated when new but dealer isn't sure if the new doors would be covered. Not happy. While at the dealer I sat in the customer's lounge and overhead other unhappy owners discuss their issues. I'm sure executive management will get their bonuses though.
Half of the people on visa employees I knew at Ford ended up at GM. It's only a matter time before those customers who defected end up buying Dodge. After that, the retirement savings will have run out and all the younger generations will be driving Hyundais.
Do customers continue to make payments on their vehicles while they rent a car to get to work?
@dx Add another layer of bureaucracy to the structure, that sounds like the right move, one thing this place loves is process.
Maybe they need a quality control committee. Remote collaboration is fine.
If it's not showing up in the finished products, not sure how you can say it's working. Unless all that boot polish has finally warped your fragile mind...
Post ID: @cq+1kf6zk9ez
The in office collaboration or "RTO" as some people say in this forum. Is working. The badge swipe metrics have improved substantially over the past year but still have room for improvement. All leadership levels have access to the compiled data that they can and should share showing you the status and improvement.
I’m not sure if we can fix the quality issues at this point. There are too many bad behaviors, and it seems like the team isn’t making any effort to learn from past mistakes. As for collaboration, I haven’t noticed any improvement, and I’m not sure it’s helping. I think the best course of action is to collect our large bonuses and move on in absence of any catalyst for change.
I thought that the good old-fashioned in-office collaboration was going to fix all of this?
Well, at least Ford has nice paint.