LOSING IT
For as long as I can remember my father told me “never buy a Ford”. I have no idea where this came from and why he believed so much that buying a Ford was so bad but he repeated it so many times that it was imprinted on my brain. This was especially puzzling since his best friend and next door neighbor managed a Ford plant.
Now, shortly after our terrible jinxed Dodge Caravan (another story for another day) we knew we needed to buy a new van. We did not have a lot of money and so when looking at the minivans we could only afford another Dodge Caravan or a Ford Aerostar. Since our Dodge Caravan was such a nightmare we only had one choice - to buy a Ford. With my father’s voice deeply embedded in my brain I told my husband I just couldn’t do it. We priced out the Toyota and Honda Vans and they were just too expensive. My husband gave me this bit of hope. He said “You know Laura the Ford minivans have Ford TRUCK motors and I hear their truck motors are far superior to their car motors.” That was good enough for me so we did it - we bought a Ford.
We were quite happy with our Ford van for about 60,020 miles when the transmission fell out the bottom of it 20 miles past the end of the warranty. I called the Ford Dealership and asked that since we were only 20 miles over the warranty could they perhaps in good faith replace our transmission for free. You can imagine what their answer was and I can imagine the laugh they had once I hung up. I understood that we were over the warranty but it was worth a shot and I wasn’t ready to give up yet. So I did what I always do when I don’t know what else to do — I wrote a letter.
***
Dear Mr. Peterson: We recently purchased one of your Ford Aerostar vans wanting to “buy American” after many years of buying Toyotas and Hondas. We were pleased with the new van until we hit 60,020 miles and the transmission fell out the bottom of the car as I was driving into an exit off the freeway. After having the car towed and returning home I was loathe to discover that the warranty for the transmission had run out at 60,000 miles. We were just 20 miles over the warranty. I am asking in good faith and in the interest of customer service that as the President of Ford Motor Company you honor the warranty and replace our transmission free of charge since we were only 20 miles over the warranty when the transmission went out.
***
6 weeks later
Phone Rings
Me: Hello.
Ford: Hello Ms. Alexander this is Ford Motor Company customer service and it is our understanding that you were not satisfied with an issue you recently had with your Ford van.
Me: Yes, our transmission fell out of the bottom of the car at 60,020 miles and since the warranty was until 60,000 miles and we were only 20 miles over I felt that in the interest of customer service that you might honor the warranty regardless.
Ford: I see ma’am. I am so sorry to hear that happened to you. However, the warranty does state that it is only to 60,000 miles and since you were above the 60,000 miles we cannot pay for the replacement of your transmission.
Me: We were only 20 miles above the 60,000 mile mark. Do you build your cars so that the transmissions only last right over 60,000 miles because that’s how it looks to me.
Ford: Oh no ma’am. I assure you that our transmissions are excellent and we rarely have issues with them.
Me: Then perhaps you can see that it does not seem fair to me that I can’t get the transmission replaced free of charge when we were only 20 miles over the warranty. I would think a company of your size would be willing to replace a transmission so close to the end of the warranty.
Ford: I’m sorry ma’am. I wish I could help you but we cannot possibly pay for the replacement of your transmission as it was over the warranty. Now, is there anything else we can help you with.
Me: Evidently not. Good bye.
Ford: Good bye ma’am and have a nice day.
Whatever, I gave it my best shot. Although I was still perturbed I let it go.
***
6 weeks later
Survey arrives in mail.
Now this survey got me all up in arms again. Why are they continuing to ask what they can do for me if they aren’t willing to do anything? Unfortunately I am not one to disregard a survey especially when I am not happy with my service. And so I filled it out.
6 weeks later
Phone rings
Really? What are these people thinking? Right about the time I am able to put this transmission business behind me they manage to get me pissed off all over again.
Ford: We read your survey results and were upset to hear that you were not satisfied with our customer service and I am calling to see if I can help in any way.
Me: The only way you can help would be to reimburse me for the new transmission I had to put in my car because it dropped out only 20 miles past the warranty.
Ford: I’m so sorry to hear that ma’am but since it WAS over the warranty I can not grant you a reimbursement. Is there anything else I can assist you with?
Me: You can tell your company to quit contacting me every 6 weeks unless they plan on reimbursing me for the transmission that dropped out of my Ford.
Ford: I will let them know ma’am. Have a good day!
Me: I was having a good day until you called.
Ford: So sorry to hear that ma’am. Good bye.
***
6 weeks later
Survey arrives in the mail.
I know I should have just tossed it but I couldn’t resist, I had to fill it out again.
6 weeks later
Phone rings
Me: Hello.
Ford: Hello, my name is Rick and I am a customer service representative from Ford Motor Company. It has come to our attention that you have an unresolved issue with your Ford Aerostar.
Me: Really Rick? You guys are calling me again?
Ford: Yes, we are very concerned that your issue has not been resolved and are just doing a follow up.
Me: Well Rick, you see about seven months ago - yes Rick I said seven months, my transmission literally fell out of the bottom of my car. I was just 20 miles over the 60,000 warranty Rick and so I thought that perhaps Ford would be honorable enough to help me with the cost of a new transmission since it was so close to the warranty lapsing but none of your customer representatives have been able to help me Rick and they keep sending me surveys and calling me and I keep telling them to quit contacting me and yet here you are Rick calling me again. So here’s the deal Rick, unless in the next breath you tell me that Ford will cover the cost of my transmission I am going to hang up and hope to never hear from Ford again.
Ford: No ma’am I’m sorry I can’t tell you that but . . .
Click.
I thought surely I am finely done with the Ford Motor Company. But no . . .
***
6 weeks later
Survey arrives in the mail.
I am ashamed to say I filled out the survery. My blood pressure went up, anger rose in my chest and I lost it. Why couldn’t I just toss it in the garbage and let it go? I can be so stubborn.
I never heard from Ford again leaving me with these thoughts:
Someone should tell Ford that one very satisfied customer will be worth way more than the cost of a new transmission.
Does anyone in any big corporation actually talk to each other?
What are customer service departments really there for if not for customer service?
The best way to respond to things that piss you off is to not respond.
Will my father ever forgive me for buying a Ford?