Million mile Mondeo Pt2
Discussion
Just been catching up with this thread. Utterly astonishing.
I've always run used cars, almost all bought privately so have never had any dealings with warranties or main dealers to speak of. I had been toying with the idea of buying a new Mondeo estate to replace my ST220 but this little saga has put me right off.
Every new car buyer has a right to expect a reasonable standard of after sales service. One would have thought that given someone in Rob's position, in that he's depending on his car for his livelihood and he's very likely to be a regular repeat customer, Ford would have moved heaven and earth to keep him going.
Seems nobody really gives a toss these days
Glad you're finally up and running again Rob.
I've always run used cars, almost all bought privately so have never had any dealings with warranties or main dealers to speak of. I had been toying with the idea of buying a new Mondeo estate to replace my ST220 but this little saga has put me right off.
Every new car buyer has a right to expect a reasonable standard of after sales service. One would have thought that given someone in Rob's position, in that he's depending on his car for his livelihood and he's very likely to be a regular repeat customer, Ford would have moved heaven and earth to keep him going.
Seems nobody really gives a toss these days
Glad you're finally up and running again Rob.
I believe this just further highlights the issues of the way car buying is set up. Buying from a franchised dealer as a middle man to the manufacture.
The manufacture will also go the extra mile to protect the customer but hopeless dealers and communication chains just get in the way of good customer service.
Dealers blame the manufacture, manufactures blame the dealers and the person losing out is the customer who is left to deal with the poor service.
The manufacture will also go the extra mile to protect the customer but hopeless dealers and communication chains just get in the way of good customer service.
Dealers blame the manufacture, manufactures blame the dealers and the person losing out is the customer who is left to deal with the poor service.
Bomma220 said:
Just been catching up with this thread. Utterly astonishing.
I've always run used cars, almost all bought privately so have never had any dealings with warranties or main dealers to speak of. I had been toying with the idea of buying a new Mondeo estate to replace my ST220 but this little saga has put me right off.
Every new car buyer has a right to expect a reasonable standard of after sales service. One would have thought that given someone in Rob's position, in that he's depending on his car for his livelihood and he's very likely to be a regular repeat customer, Ford would have moved heaven and earth to keep him going.
Seems nobody really gives a toss these days
Glad you're finally up and running again Rob.
I think main dealers these days are just not set up to deal with rarer or more complicated issues. I've always run used cars, almost all bought privately so have never had any dealings with warranties or main dealers to speak of. I had been toying with the idea of buying a new Mondeo estate to replace my ST220 but this little saga has put me right off.
Every new car buyer has a right to expect a reasonable standard of after sales service. One would have thought that given someone in Rob's position, in that he's depending on his car for his livelihood and he's very likely to be a regular repeat customer, Ford would have moved heaven and earth to keep him going.
Seems nobody really gives a toss these days
Glad you're finally up and running again Rob.
They give titles out like 'Master Tech' to instil customer confidence but the reality is they're glorified fitters who do what the code reader tells them.
ChocolateFrog said:
I think main dealers these days are just not set up to deal with rarer or more complicated issues.
They give titles out like 'Master Tech' to instil customer confidence but the reality is they're glorified fitters who do what the code reader tells them.
Well there's certainly that element to it as well. But whilst they're going about the business of threatening the stricken Mondeo with a laptop and a bunch of cables, surely they could have done a bit more to help Rob keep on the road?They give titles out like 'Master Tech' to instil customer confidence but the reality is they're glorified fitters who do what the code reader tells them.
It just seems a bit of goodwill is too much to ask...
Bomma220 said:
Well there's certainly that element to it as well. But whilst they're going about the business of threatening the stricken Mondeo with a laptop and a bunch of cables, surely they could have done a bit more to help Rob keep on the road?
It just seems a bit of goodwill is too much to ask...
just a comedy of errors though, 2 weeks for the initial diagnosis then to say they cant repair as they are waiting on parts(gasket) then to find the gasket has been sitting in the box with the fuel pump for nearly a week It just seems a bit of goodwill is too much to ask...
its left a very bitter taste and really has put me off buying another new car, I trust my indy with my car completely and I've no doubt it would have been back on the road one way or another within 48 hours with them, granted he might have swapped in a VW pd lump like he wants to do with every Ford but it would have been running.
my grumble is more with Fords supply chain and how leaned out is is. I've had issues trying to buy a set of wiper blades in the past for the Mondeo having to wait 3/4 days for genuine Ford blades to come into stock.
think I might try something Jap this year
then at least I can always
What way does the DPF on these Mondeos work.
Mazdas* are infamous for having fuel in oil issues due to DPF issues. The Mazda set up pumps extra fuel during DPF regens afaik.
IF the Ford System works in a similar way it might be worth looking into.
Obviously Robs usage shouldn't cause the normal DPF issues but perhaps the DPF is faulty.
Would be a good idea to have the oil changed if Ford dealer didn't do it and keep an eye on levels to see if it rises again.
Mazdas* are infamous for having fuel in oil issues due to DPF issues. The Mazda set up pumps extra fuel during DPF regens afaik.
IF the Ford System works in a similar way it might be worth looking into.
Obviously Robs usage shouldn't cause the normal DPF issues but perhaps the DPF is faulty.
Would be a good idea to have the oil changed if Ford dealer didn't do it and keep an eye on levels to see if it rises again.
- yes I know this is a Ford but I don't know how Fords DPF works. While rising oil levels are associated mainly with Mazda I've read of it happening with other makes when DPF faulty
mattwhite709 said:
Glad its finally sorted Rob, but the service you recieved was one mistake after another.
What are you thinking of changing the mondeo for?
nothing right away cant afford to change so soon, but who knows really like the new superbs also have a hankering for a bi turbo Passat What are you thinking of changing the mondeo for?
Glasgowrob said:
just a comedy of errors though, 2 weeks for the initial diagnosis then to say they cant repair as they are waiting on parts(gasket) then to find the gasket has been sitting in the box with the fuel pump for nearly a week
Not the brightest sparks are they. Admitting the gasket was in the box, I suppose at least the honestly is there but it makes them look very incompetent! I would have told you that Ford have gone to the earths and back and worked hard to get the gasket here much earlier in lue of the problems Under promise, over deliver.
ChocolateFrog said:
I think main dealers these days are just not set up to deal with rarer or more complicated issues.
They give titles out like 'Master Tech' to instil customer confidence but the reality is they're glorified fitters who do what the code reader tells them.
Absolutely clueless. I'm a Ford tech at a dealer and you obviously have no idea how it works, particularly with warranty jobs.They give titles out like 'Master Tech' to instil customer confidence but the reality is they're glorified fitters who do what the code reader tells them.
Every single warranty complaint has to be done through Ford's "symptom based diagnostic" system. This involves the car being connected to Ford via the Internet the whole time, and you have to follow the procedures exactly as they are outlined on screen whilst it monitors all the results as well as every key stroke. Any deviation from Ford's procedure will result in the claim being rejected. So basically any initiative on our part gets cast aside in favour of an automated diagnostic routine. The days of being able to get stuck in and follow your instincts are gone in that respect, even if the SBD comes up short, you then have to get in touch with the technical department and again follow a set of strict procedures. It's only once a field engineer comes out that "old school" fault finding comes in to play.
I can pull a car in and know what the fault is straight away, yet unless I can get Ford's software to agree then no "repair validation code" is generated, and the claim won't be paid for. This can involve hour upon hour of pointless wiring checks and going around in circles glued to a laptop. Is it ideal? Nope far from it, but Ford and other manufacturers implemented systems like this due to excessive fraudulent claims over the years so we're stuck with it.
Before you get so quick to jump to conclusions and start slagging people off who and labelling them as "glorified fitters", try understanding that sometimes the person working on the car may well be just as frustrated as the customer.
Rat_Fink_67 said:
ChocolateFrog said:
I think main dealers these days are just not set up to deal with rarer or more complicated issues.
They give titles out like 'Master Tech' to instil customer confidence but the reality is they're glorified fitters who do what the code reader tells them.
Absolutely clueless. I'm a Ford tech at a dealer and you obviously have no idea how it works, particularly with warranty jobs.They give titles out like 'Master Tech' to instil customer confidence but the reality is they're glorified fitters who do what the code reader tells them.
Every single warranty complaint has to be done through Ford's "symptom based diagnostic" system. This involves the car being connected to Ford via the Internet the whole time, and you have to follow the procedures exactly as they are outlined on screen whilst it monitors all the results as well as every key stroke. Any deviation from Ford's procedure will result in the claim being rejected. So basically any initiative on our part gets cast aside in favour of an automated diagnostic routine. The days of being able to get stuck in and follow your instincts are gone in that respect, even if the SBD comes up short, you then have to get in touch with the technical department and again follow a set of strict procedures. It's only once a field engineer comes out that "old school" fault finding comes in to play.
I can pull a car in and know what the fault is straight away, yet unless I can get Ford's software to agree then no "repair validation code" is generated, and the claim won't be paid for. This can involve hour upon hour of pointless wiring checks and going around in circles glued to a laptop. Is it ideal? Nope far from it, but Ford and other manufacturers implemented systems like this due to excessive fraudulent claims over the years so we're stuck with it.
Before you get so quick to jump to conclusions and start slagging people off who and labelling them as "glorified fitters", try understanding that sometimes the person working on the car may well be just as frustrated as the customer.
jamiebae said:
What you've described there is exactly the what you were trying to refute - the skill and experience of the tech are irrelevant as they just have to follow the computer and throw parts at the fault until it goes away. Yes, there are some extremely skilled guys out there in the dealer workshops, but they aren't able to use their experience in a lot of cases.
Yes there are some extremely skilled guys around, which is why I get sick and tired of the same old Pistonheads tune that anyone who works at a dealer is a "kid", "useless", "doesn't know what they're doing", "glorified fitters" etc etc. I was merely trying to add an insight as to why things aren't so clear cut when it comes judging what actually goes on behind the scenes. Just because someone has to follow a certain procedure to earn a wage, it doesn't mean that person is a moron.B'stard Child said:
It's got fuel in it 
Or something else 
Or something else Ratfink any thoughts? I don't have any experience working with the DW10s
I feel your pain(ex Ford here) but even i'm struggling to be diplomatic on this one 2 weeks for a diagnosis and then finding out the Gasket their waiting on is sitting in the box for a week
injectors are fine (leakdown done) my obvious thought is DPF related but coincidence or somehow pump relatedBomma220 said:
Every new car buyer has a right to expect a reasonable standard of after sales service. One would have thought that given someone in Rob's position, in that he's depending on his car for his livelihood and he's very likely to be a regular repeat customer, Ford would have moved heaven and earth to keep him going.
Seems nobody really gives a toss these days
Glad you're finally up and running again Rob.
I am a repeat customer many times over, but this has left a very bitter taste, not so much the dealer as apart from the initial diagnosis and the err gasket actually sitting in the box so not really needing one it highlights a weakness in Fords ability to deliver parts for even current models. (if mine had been out of warranty or they had told me it would take this long before they got their hands on it I would have parked the wifes Kuga alongside and swapped parts till it worked (same engine) but even basic stuff is getting hard to obtain. I mentioned earlier about having to order genuine Ford wiper blades in. then we have my dealers insistence on trying to send me out motorcraft parts everytime I order pads/service stuff. surprisingly I stock more sets of genuine Ford brakepads than my dealer does Seems nobody really gives a toss these days
Glad you're finally up and running again Rob.
.she survived her first shift back last night so hopefully more of the same again tonight.
Glasgowrob said:
Ratfink any thoughts? I don't have any experience working with the DW10s
I feel your pain(ex Ford here) but even i'm struggling to be diplomatic on this one 2 weeks for a diagnosis and then finding out the Gasket their waiting on is sitting in the box for a week
injectors are fine (leakdown done) my obvious thought is DPF related but coincidence or somehow pump relatedThe gasket thing was a joke, and I'd sincerely expect to get my arse kicked if I'd not even checked the box! I also agree with your frustration over parts supply, I was at work this morning and we had neither a rear wiper nor brake pads for the new Mondeo. And a set of wipers for the new S-max aren't available anywhere in our group, even from the main parts distribution centre!
Rat_Fink_67 said:
I'll be honest, I work at a fairly big dealer and have seen zero problems with this latest gen PSA diesel, barring a couple of unrelated recalls. As you've mentioned, it's fitted in every model from the Focus up so it's not what you'd call scarce. The contamination is a weird one, having already ruled out the injectors it has to be either cross contamination from the pump somehow, or indeed an issue with trying to regen for the DPF. I'm wondering whether due to the stop/start nature of your job that it's been trying to regen on numerous occasions unsuccessfully and caused a sever dilution issue. There'd be faults logged for that though, plus it's possible to see how many times the regen cycle has been attempted through the PCM. We deal with a lot of Galaxy and S-max models that work as taxis though and have not seen a problem. It's also feasible that if there was a pressure differential sensor fault then it'd assume the DPF was more blocked than it actually was and try to force regens more often, but again, that would be easily identifiable from the live data.
The gasket thing was a joke, and I'd sincerely expect to get my arse kicked if I'd not even checked the box! I also agree with your frustration over parts supply, I was at work this morning and we had neither a rear wiper nor brake pads for the new Mondeo. And a set of wipers for the new S-max aren't available anywhere in our group, even from the main parts distribution centre!
I tend not to do "traditional" taxi workThe gasket thing was a joke, and I'd sincerely expect to get my arse kicked if I'd not even checked the box! I also agree with your frustration over parts supply, I was at work this morning and we had neither a rear wiper nor brake pads for the new Mondeo. And a set of wipers for the new S-max aren't available anywhere in our group, even from the main parts distribution centre!
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|http://thumbsnap.com/9YyMZNvU[/urldo a few like this every month. i'd probably say 85% of my mileage is motorway/fast A road
putting a few hundred miles on it tonight so watch this thread for pics on the back of an AA wagon lol
the parts availability is crazy just now, its that bad I keep a stock of all my consumables as its getting to the point its all 3 day orders now. I've got 2 sets of rear pads here so i'm better off than you are
although 65k so far and still haven't changed mine (got 38k out the fronts) really enjoyed getting back in the big bus last night and I've missed her. everythings all good(had a pair of driveshafts fitted under warranty whilst she was in as well) thankfully not at my expense(priced them up at over £900 even on trade) hopefully onwards and upwards now with no more issues. still not a patch on the Old mk4.5 though, that thing had ungodly reliability and felt like it was built by engineers rather than bean counters. (set of rear suspension bushes and an alternator in 300k.Gassing Station | Readers' Cars | Top of Page | What's New | My Stuff