Service department concept of customer service has deteriorated. I brought the 2021 Bronco Sport in for March 17 appointment for oil change and Sirius XM radio traffic list function failure. Despite appointment for radio issue, radio wasn't fully checked, only checked to verify software was up to date because service advisor who made appointment "didn't have technicians available who could do that checking". Car was brought back for another appointment and left for several days. I called the service advisor for updates, and eventually ended up with his phone mail. This was done several times each day on this stay, with not one return call. Finally connected each day after holding for a long time. Radio traffic list function not fixed. Made another appointment. Same issues of calling for update on repair status, going to phone mail,, and no return calls. Again, radio issue not fixed. Saga continues to Ford advising to replace APIM module in early May. Same phone issues as previous visits of leaving phone mail message and no return calls. Adding insult to injury, on one attempt to contact the advisor, I spent 15 minutes circling through phone option cycles before a "live" person put me on hold 45 minutes. Again, radio issue was not resolved by Ford recommended "fix". Advisor indicated a Ford engineer would need to evaluate the problem when in the area. At end of May, I left a phone mail message wiyh my advisor for update as when Ford engineer might be at AutoNation yo check out radio issue. After no call back in 24 hours, I called again and was told the advisor no longer worked there. I was transferred to the ex-advisor's manager, and left a phone mail message to call me back with an update on the Ford engineer checking out my radio issue. After one week, I contacted my sales person, who indicated he would pass on my concerns to management. Two weeks after leaving the service manager the phone mail message, still no return call!
Mike Kothbauer
Jun 7, 2022
