2020 Explorer XLT issues/No customer support - Ford Explorer Forum - Forums for Ford Explorer Enthusiasts
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Old 01-23-2020, 12:03 PM   #1
Pats2020!
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2020 Explorer XLT issues/No customer support

I am a long time Ford customer, my very first car was a 2002 Ford Focus and now almost 20 years later I have only owned Ford vehicles. My most recent vehicle is the 2020 Ford Explorer, but I am not writing to express how impressed or pleased I am with the new design and quality; instead I am writing to express my disappointment and frustration, and how after almost 20 years as a loyal Ford customer, I am very close to walking away from my new vehicle and begin my patronage elsewhere.

This past November, i decided it was time for a new vehicle. My wife was nine months pregnant and we wanted something bigger and safer in anticipation of the birth of our first child. On November 9, 2019, we visited Ford and leased a new 2020 Ford Explorer XLT. A week later we brought the vehicle back to Ford to install a remote starter and to tint the windows. Upon leaving the dealership, the car started to make very loud noises. We pulled over immediately and noticed a liquid pouring out of the exhaust. We called the dealership and were told to come right back. We left the car there for a few days, but the Service department was unable to find a problem. Reluctantly, we returned home with the vehicle. In early December, shortly after the birth of our child, the vehicle displayed about nine different alerts, including one for power train failure. We contacted the dealership and they told us to bring in the car immediately.

Fast forward over a month later, the vehicle is still not fixed and the Service department still does not know what the issue is. They had to order various different parts and each one did not solve the problem. They are now waiting on another part which is currently backordered, but they aren’t even sure if this part will solve the problem, we have to wait until it comes in and see if it works. Concerned about safety, especially with a newborn, and frustrated that we continue to make monthly payments for a vehicle not in our possession, we contacted Ford Customer Service and were assigned a case manager, Ornellia (Case #CAS25276068), who told us that we qualified for a vehicle buy back and we would be contacted by the RAV department. We were then contacted by TanyaLynn Kaczmarek (Case #339345) who explained that we have two options- find a new vehicle with the same MSRP as our vehicle or return the vehicle and be reimbursed for our down payment and payments made to date. We weren’t very happy with this “solution,” but said we would review the paperwork, which was to be sent to our home and via email, but we have not received either yet. We have left several messages for TanyaLynn, but she has been unresponsive. Our attorney and the dealership have also tried to reach her but were unsuccessful. The dealership (the only ones that have been trying to help and convince us to stay Ford customers) checked their inventory and they do not have the exact vehicle in stock, they have similar versions but they have a slightly higher MSRP, which is why they tried reaching TanyaLynn to see if she would approve one of those vehicles given the inconvenience and terrible customer service we have experienced. I’d also like to mention that I don’t find the buy back offer to be a great solution for us; we put a lot of time and effort into selecting our vehicle already, why would we want to go through this again, especially now that we are busy with a newborn.

We are very close to deciding to reject the buy back offer and bring our business elsewhere, but I felt the need to share my experience one last time because I cannot imagine that the executive office at Ford would approve of the poor customer service we have experienced after our family was put in a seemingly unsafe vehicle. We have been patient as the dealership works to find what the problem is, we have compromised by driving an inferior model Edge as a loan vehicle, we have upheld our end of the agreement by making our monthly payments for a vehicle we do not have in our possession, we have not resorted to using our social media to complain or seek out others who have experienced a similar issue, and we offered Ford the opportunity to resolve this problem and keep us as customers. Why are we trying so hard to remain Ford customers when Ford doesn’t seem to value us? Why isn’t Ford reaching out to us to see what else they can do to resolve this problem and compensate us for all that we’ve been through? I am hoping that someone will be able to answer these questions for us or know who else in Ford to contact.

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Old 02-15-2020, 10:25 PM   #2
TheLoneRanger
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Join Date: Nov 2012
Posts: 18
You are not alone. Ford lost over a billion dollars in the forth quarter due
to problems with the Explorer and Focus. I don't know exactly what is
wrong, but it's something very costly. I suspect it's a bunch of bad engine
management computers, or a huge design flaw in the 2019s.
They will get it worked out, but a loss of customers confidence will result.
That's something that's irreplaceable.
Customers will buy their SUVs elsewhere. There's a lot of brands out there.
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