Capistrano Ford experience....

[Gulf GT]

I ordered an interior part from Capistrano Ford under warranty (located in San Juan Capistrano, California). My driver’s side scuff plate was discolored from the factory. The new part arrived and I was told that in order to get it covered under warranty the dealer would have to install it. I said OK as long as I can watch everything. They said no, I would have to wait in the showroom. I then asked if I could just take the parts and do it myself, but they said I would have to buy them if I did. So I just reluctantly paid for the parts and left. It's just not worth it to me to let them go at it without my supervision after hearing all the stories. I was told that Capistrano Ford has chipped the paint on another GT in for a simple service before.

I could be wrong, but I think that stinks. It's under warranty; it's a part that installs with self adhesive and two screws. They should have covered it and let me take the parts under warranty. What do you think?

 

[dbk]

I think Capistrano Ford is on the bad list.

Not letting you watch just means they're afraid you'll see they don't know what they're doing. Even with my Corvettes I'd also make them let me watch. They can claim liability or whatever, but they could do that fix in the parking lot...

 

[BlackICE]

I ordered an interior part from Capistrano Ford under warranty (located in San Juan Capistrano, California). My driver’s side scuff plate was discolored from the factory. The new part arrived and I was told that in order to get it covered under warranty the dealer would have to install it. I said OK as long as I can watch everything. They said no, I would have to wait in the showroom. I then asked if I could just take the parts and do it myself, but they said I would have to buy them if I did. So I just reluctantly paid for the parts and left. It's just not worth it to me to let them go at it without my supervision after hearing all the stories. I was told that Capistrano Ford has chipped the paint on another GT in for a simple service before.

I could be wrong, but I think that stinks. It's under warranty; it's a part that installs with self adhesive and two screws. They should have covered it and let me take the parts under warranty. What do you think?

They may have sound business reasons for what they said. Warranty work can be a profit center for the dealers and it is assumed by Ford that the dealer would do the work and get paid for it. Just giving you the part would require them to lie about installing it. As we know dealers never do that. Also we all have been told before, no customers in the service area, because of insurance reasons. Of course I have been to dealers that bends the rules on occasion and let customers in the services area. I would look for dealers with a little more understanding and compassion.

BTW did you buy your car there? I talked to them once when they have 3 GTs on the lot.

 

[Rob Harris]

I am with you!!!

You know, I am sick and tired of dealers that do not let you see the work as it is performed. These cars, and the other cars that most of the people on this forum collect are....just that, collector cars. We buy them hoping that others will treat them with the same respect that we do. the fact is that a dealer does not own your car, and to him it is just another service item.

As an example I just received my Ducati 999R Fila from the dealer after a horrid warranty experience. It went in for a minor service and sat in their shop for five months. It, and many other bikes were sitting there while the owner of the shop decided (unbenounced to me) to renovate! All the bikes were coated in wood dust from the work (including some open motors!).

They then tried to return my bike with paint chips out of the frame paintwork.

Moral of the story.....GET a firm agreement in writing as to when the work will be completed and..... either demand to watch or express in your agreement clear consequences in the event of damage.

Thats my rant for now.....sorry.

Rob

 

[SteveA]

I think Capistrano Ford is on the bad list.

They can claim liability or whatever, but they could do that fix in the parking lot...

The liability claim seems to be use as a convenance much of the time. I was asked by a tire shop if I would mind driving the car onto the rack, if I could help them "rock" the car into place over the lift and then to help place the pads in the proper location under the car. THEN when I showed concern with what appeared to be a $7.00 an hour trainee beating pretty good on the $1000 rim I was asked to leave the shop area due to insurance reasons.

 

[Empty Pockets]

The liability claim seems to be use as a convenance much of the time. I was asked by a tire shop if I would mind driving the car onto the rack, if I could help them "rock" the car into place over the lift and then to help place the pads in the proper location under the car. THEN when I showed concern with what appeared to be a $7.00 an hour trainee beating pretty good on the $1000 rim I was asked to leave the shop area due to insurance reasons.

I think the best proceedure is to talk with the service mgr at whatever dealership you're considering BEFORE taking your car in and ask him what proceedure the shop follows doing whatever you're going to have done.

If he brushes you off, or can't - or won't - articulate said proceedures, then just go elsewhere until you find someone who CAN/WILL.

'Same is true about finding out their "watch the work being done" policy. If they insist you must wait in their service lounge - BYE-BYE!!!!!!

 

[gtjoey]

Once again i think compromise is best, if they are car guys and get the jist that YOU PAYED FOR 35 TAURUSES IN ONE SHOT. Something can be done. My bet with others, they have no clue as to what there doing, AT LEAST IN N.Y 5 OUT OF THE 6 DEALERS JUST TOLD ME ON THE PHONE, drop dead , i dont even want the car on the premises. I LIKED THERE HONESTY:biggrin BUT NOT REASURING, MY ONE DEALER WORKED WITH THE GT GUYS SO IVE BEEN HAPPY. WIND UP.... GET TO KNOW THE GTGUYS, FLY THEM OUT , EVEN TO WAX THE CAR ,ITS WORTH IT!!!!:biggrin BESIDES THE OLDER GUY NEEDS TO TRAVEL SOME MORE AND SEE THE WORLD :biggrin GTJOEY AND LOVING IT!!!

 

[Rob Harris]

Good advice GT Joey!

 

[mardyn]

At my marine dealership, we used to advertise one of our service specials.."done while you wait, watch and help.."

It worked well for us, we had nothing to hide or be scared of. Competent techs, quick service in a clean shop, with good attention to our customers, made for good business, and many good friends of customers over the life span of my 17 year foray into the boat biz.

Dealers that expect to get our business, should be aware of the committment we all have to these cars, and the passion we have for the proper care and servicing of our prized automobiles.

Ford has done us all a dis-service by not creating some type of special program, at select dealers, to handle issues with our GTs and other high end products.

mardyn

 

[SYCO GT]

Well said Mardyn.

Buena Park Ford has a trained GT tech, John. When I went for my first oil change and also the pre-emptive half shaft - just for my own peace of mind, they don't let anyone else drive the car, and they do the work at a location separate from the main dealership. They also let me watch anytime I wanted.

Sure, it wasn't a perfect operation, still the administrative delays in minor paperwork, but at least they make an effort to accommodate and make their staff familiar and aware of the GT.

Of course, hard to compare workflow with the GT Guys, Rich and Dennis, who not only work efficiently and expertly, but gladly take the time to explain what they are doing and why.

 

[SteveA]

At my marine dealership, we used to advertise one of our service specials.."done while you wait, watch and help.."


mardyn

What a great marketing idea!

 

[Gulf GT]

BTW did you buy your car there? I talked to them once when they have 3 GTs on the lot.

No I didn't, and I am sure that it doesn't help, but it really should not matter in my opinion, it's a Ford. Jack at Muscle Motors told me that they get the parts under warranty, install them, then return the defective ones all the time with his local Ford Dealer no problem. He suggested I try that.

 

[roketman]

I agree , if I can't watch that guy with my #1 girl forget it!!!!!
luckily my dealer welcomes watching and only works on GTS on sat.

 

[ENZO BTR]

What a great marketing idea!

Agreed! I actually have a few shops I use that let me help with the work on my vehicle (if I want to). They could play the "liability" card if they wanted to, but they know I'm a car guy who has turned a wrench or three, so having the extra help, even if it's just running tools to them or holding a light, is great in my mind. I get to watch them do the work, potentially learn how to do it myself, and even tell myself that I "helped" fix the vehicle (okay, that last one is a stretch...). :rofl

I'm sure most business lawyers and insurance companies would have a stroke at the idea, but if I ran a shop and could involve the customers in the work at some level I'm betting it would only increase business and customer loyalty.

I LOVE out litigious society. :bang

 

[mardyn]

What a great marketing idea!

We did that deal on our "Gearcase Service Special", mostly bass boat customers with V6 Mercs, my main tech could get 'em, r & r the case, replace the waterpump impeller & gaskets, drain the gear oil, pressure test the case, refill the thing, test run it, and have it ready to go in about twenty minutes. The customers rarely got to help, but they liked to stand around and BS while the work was progressing. Seems like we charged about $129.00 as I recall.

It kept us from having to store the boats overnight, kept our customers happy 'cause they could see what we did for the money, and they got their boats back quickly, many times without ever having to unhook it from the tow vehicle.

It was a win-win deal for all involved.

mardyn

 

[Empty Pockets]

Along this, "customer relations"/ "leave for ins. reasons", line:

The employees at the tire shop where I've done business for about 35 years never say diddley about my being in the work area when the guys are doing "whatever" on my cars...which is WHY I've done business there for 35 years! ('Coarse, they know I'm not "sue happy" either.) Instead, we swap lies and insults as the work's being done ... much like here on the Forum!:lol

'Only had ONE pblm with ONE "new" employee in there in all those years (a guy about 21-22 yrs old who thought he knew everything). The lad had a REAL authority complex. He told me on the occasion of our 1st "meeting" that I'd have to leave the service bay because of company policy, insurance, blah, blah, blah. I tried to politely (and I MEAN "politely") explain to him "what was what", but he'd have none of it ('took it as a sign of meekness, I guess). He got REAL "huffy" and ORDERED me out! Now, had that happened 30 years before, he'd have been looking at the ceiling and wondering why THAT was (or, maybe I would have!) ... but, I'm more "mature" now :lol ...

Sooooooooooo, I said, "Fine young man. We'll see about that. Excuse me for just a few moments, will you?" Whereupon I walked over to the office & explained the aforesaid to Mike (mgr of the place for the previous 15 yrs or so) and asked him what the deal was with this new lad. Mike got "hot" INSTANTLY ...and the two of us went back to the service area where Mike pulled the young lad aside and "explained" the facts of life to him as they pertained to customers like me ... and did so quite extensively. (In fact, he covered all of the points I myself had attempted to outline for the young fellow in the 1st place - plus a few additional!)

The lad wasn't there very long after that. My guess is he must have failed public relations 101 too many times after this incident as well.

Moral: "Never mess with customers... especially tenured customers.":frown

 

[B O N Y]

Once again i think compromise is best, if they are car guys and get the jist that YOU PAYED FOR 35 TAURUSES IN ONE SHOT. Something can be done. My bet with others, they have no clue as to what there doing, AT LEAST IN N.Y 5 OUT OF THE 6 DEALERS JUST TOLD ME ON THE PHONE, drop dead , i dont even want the car on the premises. I LIKED THERE HONESTY:biggrin BUT NOT REASURING, MY ONE DEALER WORKED WITH THE GT GUYS SO IVE BEEN HAPPY. WIND UP.... GET TO KNOW THE GTGUYS, FLY THEM OUT , EVEN TO WAX THE CAR ,ITS WORTH IT!!!!:biggrin BESIDES THE OLDER GUY NEEDS TO TRAVEL SOME MORE AND SEE THE WORLD :biggrin GTJOEY AND LOVING IT!!!

boobalah, flying people out?? why would you do something for someone else that you wouldnt do for yourself?:banana :willy :banana the gt guys are tweaking 1153 (as I type this from Cameron Park) but do to a fear of flying they came out on the train:banana just had to run with it... sorry Joey
Bony
who has no fear of flying BABY:banana :lol :banana