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Old 01-18-2005, 07:49 PM   #1
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For the past 4 months, our Ford EB Explorer with 56,000 mile, that we tow behind our Journey DL, has been making a lot of noise in the rear, to the point that it was hard to hear anyone talk inside. So, the other day while we were driving to Corpus Christi, I decided to stop in at the local Ford, where I met one of the most professional Service Department Manager ever, Pete Hunter of Champion Ford.

I explained the problem to Pete and he personally had me take him for a ride, so he could experience the problem first hand. We drove almost a mile in the access road and Pete said he heard enough and that we should return to the dealership. Back at the dealership, Pete told me to wait in the vehicle and that he would be right back. In a few seconds, Pete returns with his top suspension man and we go for another test ride. We didn't have to go very far when the technican said we could return to the dealership.

We had a nice little talk on the way back, it was basiclly about towing a 4 wheel drive 4 down. I explained, that my towing package was procurred through Ford Engineering and that my local dealer did the installation, that Ford certified.

To get to the chase, the problem was the rear wheel hub bearings were out and needed to be replaced. Here's a lesson in CUSTOMER SATISFACTION to be learned. Pete asked the techican a few questions about maintenance to the rear end and found that Ford doesn't require anything unless the customer request it. Well, I asked my dealer at home to check everything last June, and everything was fine.

Here's the clincher, to replace the bearings on each rear wheel hub would take about 6 hours. The whole job would cost any where from $800 to $1000. Pete told me they were going to get me a vehicle, because it might take 2 or 3 days, as they didn't have all the parts. At this point I thought I was being set up for a big shake down, a $1000 for repair and then a car rental.

I have never experience anything like this, this dealership was the most courteous and polite(YES SIR,NO SIR) of any I have ever dealt with, and I did not buy the vehicle from them. I was a walk in, first time customer and treated most respectfully. To top it off, Pete filed 80% of the total bill with Ford and paid for the rental vehicle, then had the repair work done in a day and a half.

If this was my motor home and I got this type of service, I know I would have died and gone to heaven. What a Happy Camper I would have been.

Not without recognition, "Thank You Pete Hunter at Champion Ford of Corpus Christi, for a job well done."

Tomcat F15
"Quality and Total Customer Satisfaction is
Job 1 at Ford" and they proved it!
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Old 01-18-2005, 07:49 PM   #2
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For the past 4 months, our Ford EB Explorer with 56,000 mile, that we tow behind our Journey DL, has been making a lot of noise in the rear, to the point that it was hard to hear anyone talk inside. So, the other day while we were driving to Corpus Christi, I decided to stop in at the local Ford, where I met one of the most professional Service Department Manager ever, Pete Hunter of Champion Ford.

I explained the problem to Pete and he personally had me take him for a ride, so he could experience the problem first hand. We drove almost a mile in the access road and Pete said he heard enough and that we should return to the dealership. Back at the dealership, Pete told me to wait in the vehicle and that he would be right back. In a few seconds, Pete returns with his top suspension man and we go for another test ride. We didn't have to go very far when the technican said we could return to the dealership.

We had a nice little talk on the way back, it was basiclly about towing a 4 wheel drive 4 down. I explained, that my towing package was procurred through Ford Engineering and that my local dealer did the installation, that Ford certified.

To get to the chase, the problem was the rear wheel hub bearings were out and needed to be replaced. Here's a lesson in CUSTOMER SATISFACTION to be learned. Pete asked the techican a few questions about maintenance to the rear end and found that Ford doesn't require anything unless the customer request it. Well, I asked my dealer at home to check everything last June, and everything was fine.

Here's the clincher, to replace the bearings on each rear wheel hub would take about 6 hours. The whole job would cost any where from $800 to $1000. Pete told me they were going to get me a vehicle, because it might take 2 or 3 days, as they didn't have all the parts. At this point I thought I was being set up for a big shake down, a $1000 for repair and then a car rental.

I have never experience anything like this, this dealership was the most courteous and polite(YES SIR,NO SIR) of any I have ever dealt with, and I did not buy the vehicle from them. I was a walk in, first time customer and treated most respectfully. To top it off, Pete filed 80% of the total bill with Ford and paid for the rental vehicle, then had the repair work done in a day and a half.

If this was my motor home and I got this type of service, I know I would have died and gone to heaven. What a Happy Camper I would have been.

Not without recognition, "Thank You Pete Hunter at Champion Ford of Corpus Christi, for a job well done."

Tomcat F15
"Quality and Total Customer Satisfaction is
Job 1 at Ford" and they proved it!
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Old 01-19-2005, 01:52 AM   #3
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Isn't it just great to find professional caring people in any experience?
Rich, glad you came out on the long end of the stick for a change. Maybe I'm next. Stay well,
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Old 01-19-2005, 05:02 AM   #4
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Hey Scratchy,

Thanks for your kind reply, I plan to write Ford Customer Service and tell them how well we were treated and thank them also for their help.

I would rather write letters of praise and thank you anytime.

I consider ourselves to be reactionary people. When we are subjected to good and bad situations, it is only fair to expected that we react accordingly, right? I really don't think it takes more energy and muscles to smile, in fact there's a lot less stress. And without stress, we all can live a lot happier.

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Old 01-19-2005, 02:18 PM   #5
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While there are always bad dealers out there, I think most major brand dealers will respond well if you treat them with respect. Our Ford Focus SVT had a breakdown while on vacation in Myrtle Beach, SC. It was towed to Conway Ford in Conway, SC, was there 2 1/2 days for parts procurement and repairs. I was treated very well, given a 2004 Explorer to drive. We left the CG at the beach to get the car on the way home, and the dealer found another problem so we stayed over one more night. He offered us a spot on the lot, and said he would arrange for water and shoreline power if we needed it. We spent the night at Wally World and got the car next day.

I was nice to them from the get-go and they were nice. Most of the time that has worked for me.
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Old 01-21-2005, 11:01 AM   #6
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Hay Tomcat, don't forget to write to the dealership itself and tell them what great employees they have. Ford Customer Service is one thing, but make sure you tell the pereson who signs his check
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Old 01-22-2005, 05:24 AM   #7
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Hey Craig,

Without a doubt, they certainly will get a letter commendation and appreciation.

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Old 01-24-2005, 03:39 PM   #8
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I had the same experience with Jackie Edgar Ford in Breaux Bridge, LA. the service manager and everyone were so GREAT when I had a problem with the Motorhome.
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