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- May 14, 2020
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I have a 2017 F250 6.7L with 21,000 miles on it. It's still under warranty. It's been a great truck as have all my other Fords going back to 1983 when I bought my first new truck.
I understand complicated machinery sometimes breaks. It happens to all brands at some point or another so no need to tell me how good your Dodge/Ram/Chevy/Toyota/Nissan is. They all have problems on occasion. My rant isn't about the truck. It's about Wilmes Ford in Altus and Ford Motor Company (corporate).
Three weeks ago the check engine light (CEL) came on and I got a notification the engine power was being de-rated. I managed to get it to Wilmes Ford. They diagnosed it as a bad turbo. It took them a week to replace a turbo. OK, whatever. I got the truck back. Seemed fine on the way home though I could definitely hear the turbo whine. I never heard that before it was replaced. The next time I drove it was to go to Granite, OK. Just north of Altus the CEL came on again. Nothing odd about how the engine performed and I made it home without incident. I went out of town for a week then drove the truck to Wilmes Ford as soon as I got home. On the way the engine was surging, stalling and hesitating. I wasn't actually sure it was going to make it there.
I brought it in late in the afternoon on Fri and told the service advisor what was wrong. He said, "We don't have a diesel tech so we can't do anything for you." I thought he meant there wasn't a diesel tech on duty at that time. No. They don't have one. At all. No diesel mechanic at a Ford dealership in the heart of farm/ranch country in Oklahoma where everyone and their dog and their cat drives a diesel truck. He offered me two options: 1) leave the truck until they hired someone and then they could fix it or, 2) talk to the service manager. Neither of those options were gonna help me out. Aside from that he simply told me there was nothing the dealership could do. The truck did the same thing on the way home.
I called the dealer in Vernon, TX. Sure...bring it in...2nd week of October. Great.
Called Doug Gray Ford in Sayre. No problem. They can fix it. Problem is the way the engine was acting I didn't think it would make it there and I didn't want to do any damage to it by driving it more. It's 65 miles from my house to Sayre.
I called Ford Roadside Assistance. They told me they would only pay for the first 35 miles if the truck needed to be towed. I called Ford Customer Relations and explained the problem. I talked to perhaps the world's dumbest person. She assured me Ford wanted to fix my truck but they couldn't help me if I was unwilling to bring it to my local dealership for service. I told her I had brought it to my local dealership and was told they couldn't help me. "Sir, you have to bring it to the dealer." FFS...I brought it to the dealer. I finally hung up out of frustration. She didn't bother to take my name, number, nothing.
I waited till Monday and called back. I did manage to get a case number for my problem. Aside from that I've gone from Customer Relations to Roadside Assistance to a supervisor and now I have to wait until the original girl who gave me a case number calls me back tomorrow. Nothing is resolved. All I want is for Ford to tow my truck the ADDITIONAL 30 miles to the dealership in Sayre. Apparently that's not an option.
I've been buying Ford trucks since my first new truck in Dec 1982...a 1983 Ranger when I was a Staff Sergeant stationed in Chandler AZ. I can't even remember how many I've bought in between. I can tell you how many I'm going to buy in the future, though. Not because I don't like them...but because of how Ford has handled this problem. I had something similar happen with a Chevy. Completely different experience when I called corporate and complained about a service I received from a dealer. My problem was resolved before I hung up the phone.
Ford corporate sucks. Wilmes Ford in Altus sucks just as bad.
I understand complicated machinery sometimes breaks. It happens to all brands at some point or another so no need to tell me how good your Dodge/Ram/Chevy/Toyota/Nissan is. They all have problems on occasion. My rant isn't about the truck. It's about Wilmes Ford in Altus and Ford Motor Company (corporate).
Three weeks ago the check engine light (CEL) came on and I got a notification the engine power was being de-rated. I managed to get it to Wilmes Ford. They diagnosed it as a bad turbo. It took them a week to replace a turbo. OK, whatever. I got the truck back. Seemed fine on the way home though I could definitely hear the turbo whine. I never heard that before it was replaced. The next time I drove it was to go to Granite, OK. Just north of Altus the CEL came on again. Nothing odd about how the engine performed and I made it home without incident. I went out of town for a week then drove the truck to Wilmes Ford as soon as I got home. On the way the engine was surging, stalling and hesitating. I wasn't actually sure it was going to make it there.
I brought it in late in the afternoon on Fri and told the service advisor what was wrong. He said, "We don't have a diesel tech so we can't do anything for you." I thought he meant there wasn't a diesel tech on duty at that time. No. They don't have one. At all. No diesel mechanic at a Ford dealership in the heart of farm/ranch country in Oklahoma where everyone and their dog and their cat drives a diesel truck. He offered me two options: 1) leave the truck until they hired someone and then they could fix it or, 2) talk to the service manager. Neither of those options were gonna help me out. Aside from that he simply told me there was nothing the dealership could do. The truck did the same thing on the way home.
I called the dealer in Vernon, TX. Sure...bring it in...2nd week of October. Great.
Called Doug Gray Ford in Sayre. No problem. They can fix it. Problem is the way the engine was acting I didn't think it would make it there and I didn't want to do any damage to it by driving it more. It's 65 miles from my house to Sayre.
I called Ford Roadside Assistance. They told me they would only pay for the first 35 miles if the truck needed to be towed. I called Ford Customer Relations and explained the problem. I talked to perhaps the world's dumbest person. She assured me Ford wanted to fix my truck but they couldn't help me if I was unwilling to bring it to my local dealership for service. I told her I had brought it to my local dealership and was told they couldn't help me. "Sir, you have to bring it to the dealer." FFS...I brought it to the dealer. I finally hung up out of frustration. She didn't bother to take my name, number, nothing.
I waited till Monday and called back. I did manage to get a case number for my problem. Aside from that I've gone from Customer Relations to Roadside Assistance to a supervisor and now I have to wait until the original girl who gave me a case number calls me back tomorrow. Nothing is resolved. All I want is for Ford to tow my truck the ADDITIONAL 30 miles to the dealership in Sayre. Apparently that's not an option.
I've been buying Ford trucks since my first new truck in Dec 1982...a 1983 Ranger when I was a Staff Sergeant stationed in Chandler AZ. I can't even remember how many I've bought in between. I can tell you how many I'm going to buy in the future, though. Not because I don't like them...but because of how Ford has handled this problem. I had something similar happen with a Chevy. Completely different experience when I called corporate and complained about a service I received from a dealer. My problem was resolved before I hung up the phone.
Ford corporate sucks. Wilmes Ford in Altus sucks just as bad.
