![]() ![]() Following up with the customer, and doing what is possible to ensure the customer is happy, is exemplary customer service. He was sensitive to my experience at Ford City and helped get my truck diagnosed at a very fair rate. Fortunately, after receiving my initial feedback, Matt reached out to me. The service fee was higher than I anticipated (although I did not ask beforehand) and to add to my frustration the "check engine light" came back on when I pulled out of the service garage. I knew that if this simple fix did not solve the issue, I would schedule a time to come back. Knowing that the problem could be of a range of issues, I settled for a quick fix, knowing full well that it may not be the complete solution to the problem at hand. I shouldn't have had to suggest a reasonable course of action as I had hoped they would be more receptive to my business! Ultimately, the representative had the codes read, informed me of the issue, and we discussed possible fixes. This resistance to be forthcoming with help was quite irritating. After being persistent, I was able to have them read the engine code to help me understand the urgency of the issue with my vehicle, and the service representative complied. ![]() My knowledge was that the dealer closed at 5:30pm. Went in at 4:45pm and service representative made it known to me that they start sending their techs home at 5pm and that there wasn't much they could do for me that evening. I went in for service on a diesel truck when the "check engine light" came on. ![]()
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February 2023
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