My VIN: XXXXXXXXXXXX19945
Unfortunately, I am an Expat living in Thailand for the past 18 years. I have bought many cars and of course had my share of service issues between BMX, Toyota, Honda... and up to this Monday I was a very proud owner of Ford Ranger Wild-track 3.2L.
My truck is 11 months old, has 40,000 km on the millage. When I drove my truck on Monday, during my long trip of 480 KM, after about 200KM I got a warning light (little yellow light) and I slowed down, after a few minutes I pulled over and restarted the engine to see if I could reset the warning. The second I started to drive I got the same warning with 1 more additional warning, it was the engine light.
Lucky for me I was about 30 KM from the nearest ford and it was 730am and Ford opens at 8am. I was welcomed well by the KanPhangPhet Ford dealer who took good care of me and constantly updated me. At first they thought it was a rubber exhaust or breathing tube that might has busted. After a few test rides and talking to Ford Service Center in Bangkok they were afraid it was a MUCH BIGGER PROBLEM. They continued test until 12:00 and I had my driver pick me up from there and take me to where , I too need to get my work done.
This leads me to this post, being a global player like Ford I understand the quality importance and customer satisfaction and to see an American company over here treating customers like I am about to tell you, I think this is unacceptable!!
I was told the next day they are “guessing” that is the a part called Gear Top. However this part has not started production yet and not sure when they can get 1 to test for me to see if it solves my problems. I have been having my office, drivers and even Lawyer today to work with the Ford BKK call center.
Ford told me that the part would need up to a month, I said this is not acceptable, I need my truck and I can’t wait, if that’s the case, get me a replacement until you can give me my truck back. Of course all this is falling on empty ears. I was told the Ford school may have the part and they would try to get it to me.
Last Friday, the call center called us back, they said the fastest the part will arrive in Thailand is Feb 26… and no offer of car, basically telling me to go find a wall and cry on it as this is how it is going to happen.
This is unacceptable. As of today, still the same.... they can not get their act together. Why not take it off a new car not sold. Why treat a customer like this. Japanese have offered loaners when they have these issues and BMW gave me a red plate 8 years ago. I can not believe Ford does this. I need to get this out there.
I will get my friends in the papers to print this story next week.
I am frustrated. I called the service center today and told them to rebuild my broken Ford Ranger, i will go pick it up tomorrow so my friends can help me get some press coverage next week. I am writing this is seeking desperate help for anyone that has suggestions as well as a warning for potential buyers,... you wait 8-10 months for your truck and then use it for 11 months and have to park it for another 3 months.
This is not a threat, but it is a VERY VERY VERY VERY unsatisfied customer.
Sorry if this is not one of my better posts, I am still shaking in anger from the answer Ford call center gave me. Not to mention never replying to me directly either on phone or email. I also sent an email to ford in Thailand and they never replied. Called my driver to ask if it was the same case, and once he said yes, that was that. No one called or answered my email.
This really bothers me, please have a solution for your customers and look into the treatment of your customers over here please?
While you are at it, read some of the other Thailand comments, this is 2013 and 14. You will really hurt your image. Please do something.
http://leoviotti.com...-customer-care/