666 Posted May 15, 2014 Report Share Posted May 15, 2014 hi, i am a proud canada owner of cmax hybrid. but i am very upset of what ford customer service provided. this is a long story….. i got my new cmax last year 2013. i joined this forum and found out that there were a good will check issue to 2013 cmax owner. i lived in canada and have no idea how and when i will receive my check. so i emailed ford around october 2013. several emailed has exchanged and they said i should received it by december of 2013. dec 2013, no check, and email going no where, so i called 18003923673. they told me that they are preparing the check and i should able to receive it within 4-6weeks. fast forward to 2014…. March 7, call ford, they said that checked ship out and i should received it soon. if i still did not received it by next friday, call back march 19, no check. called ford again, and they told me that my shipping address is incorrect and they also needed me to fax them my purchase agreement (which never asked me to do since beginning). so i updated my address on phone. march 20, faxed my purchase agreement to 18669343605, attn: Kevin@electric vehicle department march 27, no one called me for an update. i called ford. a person name Jeana pickup and forward me to Philip@eletric vehicle department. Philip confirmed that they have received my fax and told me it will take 4-6weeks to receive my check fast forward again to May... may 8, i called ford again. Britney picked up and she said she had no idea why. she said check was issued by another department. she will contact them and call me back. if i did not received any call, call back may 15 may 15, of course no call. i called ford again. this time, when they saw my case number, they stopped dealing with me. instead they kicked me back and forth. first i called US ford number, then they said i am canadian, so they kicked me to canada ford. when canada ford picked up, after they saw my case number, they kicked my back to US ford and said they have the electric vehicle department so US ford should take care of me. so i was kicking back and forth for 30 min without even talking to one person. so i cut off and call US ford number again and demand to talk to a manager. instead of talking to a manager, i got a rep. and the rep told me that the reimbursement program was expired at the beginning of May 2014! so i guess this is why nobody want to talk to me! so i told her that i was requesting the check from 6 months ago, not a new application. so she took a look on my case number, and told me that my check has been reissue may 9, 2014 and it will take another 4-6weeks……….. to be honest, i don't think it will come after 4-6 weeks…... so what can i do now? Can anyone advise me what i should do next? Thanks for help and sorry for the long post…... Quote Link to comment Share on other sites More sharing options...
obob Posted May 15, 2014 Report Share Posted May 15, 2014 (edited) You could try sending a message to Ashley, the forum Ford Representative. http://fordcmaxhybridforum.com/user/1579-fordservice/ And point her to this message. If you search on her name you will see she's here to help. Edited May 15, 2014 by obob hybridbear 1 Quote Link to comment Share on other sites More sharing options...
666 Posted May 15, 2014 Author Report Share Posted May 15, 2014 thanks for you tip You could try sending a message to Ashley, the forum Ford Representative. http://fordcmaxhybridforum.com/user/1579-fordservice/ And point her to this message. If you search on her name you will see she's here to help. thanks for you help!! Quote Link to comment Share on other sites More sharing options...
salsaguy Posted May 16, 2014 Report Share Posted May 16, 2014 Be sure to report all Good and BAD dealers here so others are aware and look up one that is better for youhttp://www.dealerrater.com/ Quote Link to comment Share on other sites More sharing options...
666 Posted May 19, 2014 Author Report Share Posted May 19, 2014 ashley has forward me to fordserviceCA which is suppose to be taking care of all Canadian. message send on friday morning but still no reply yet. i guess it is the long weekend. hopefully, someone will reply me tomorrow. Quote Link to comment Share on other sites More sharing options...
FordServiceCA Posted May 20, 2014 Report Share Posted May 20, 2014 ashley has forward me to fordserviceCA which is suppose to be taking care of all Canadian... Hi 666, Thank you for reaching out to me. Allow me firstly to congratulate you on your C-Max purchase. Secondly, I understand your frustration and will be happy to look into the inquiry. In order to get this ongoing issue resolved, PM me your VIN, full name, and telephone number; I will follow through and ensure that we get things turned around for you. ;) Kwasi C-MaxSea 1 Quote Link to comment Share on other sites More sharing options...
666 Posted May 21, 2014 Author Report Share Posted May 21, 2014 update. may 20, i received a call from ford. her name is Leah. she told me that she is from electric vehicle dept and she is taking care of the Cmax check reimbursement program. she told me that my check was send out several time by ford using fedex but it was not able to reach me everytime and got return back to ford. she told me that there is no note from fedex saying why i did not receive the check. i told her that i have never received a call or a note from fedex. so she said she will give me an update later when the check ship out again and will provide me fedex tracking number so that i can track my check and communicate with fedex if necessary. hopefully, i will receive tracking number from Leah since i have never received update from them before. Quote Link to comment Share on other sites More sharing options...
666 Posted May 21, 2014 Author Report Share Posted May 21, 2014 Hi 666, Thank you for reaching out to me. Allow me firstly to congratulate you on your C-Max purchase. Secondly, I understand your frustration and will be happy to look into the inquiry. In order to get this ongoing issue resolved, PM me your VIN, full name, and telephone number; I will follow through and ensure that we get things turned around for you. ;) Kwasi PM send Quote Link to comment Share on other sites More sharing options...
Noah Harbinger Posted May 24, 2014 Report Share Posted May 24, 2014 (edited) My check got sent back to Ford because I use a PO box and the post office sends back anything that requires a signature after a week or something like that. I sent a message to a customer support form and never received any response back, but Ford did automatically re-send the check - and that time I picked it up without incident. I think my customer support expectations are calibrated lowly enough that I just don't expect any larger organization to respond quickly to individual issues. You need an infinite number of omniscient people, and if any corporation figures out how to do that, they will rule the world. Maybe if call-centers treated those jobs like career tracks instead of like disposable grist, the employees would care enough to engage themselves in building expertise on the subject matter. Fortunately in my case the functioning business process produced the right result. That, in my opinion, is the more important goal anyway. Edited May 24, 2014 by Noah Harbinger Quote Link to comment Share on other sites More sharing options...
666 Posted May 24, 2014 Author Report Share Posted May 24, 2014 in my case, in my own opinion, ford should 1) contact me when the check bounce back to ford. they have my info and it has been bounce back more than once. not that difficult to make a phone call to confirm my shipping address or any info that they need 2) everytime i call back and ask, they have no idea what's going on. they don't even know the check has bounce back and just say they will ship it out again 3) seems like not enough training with the "good will check reimbursement" program. they will pass me from canada to US, from one person to the other, and different people gave me different stories. even though there are "notes" on my record. Quote Link to comment Share on other sites More sharing options...
666 Posted May 29, 2014 Author Report Share Posted May 29, 2014 (edited) update: ford said they gonna update me on may 28, no one call again. may 29, PM fordserviceCA again and ask for help. PM send Edited May 29, 2014 by 666 Quote Link to comment Share on other sites More sharing options...
666 Posted May 30, 2014 Author Report Share Posted May 30, 2014 (edited) update: ford called and said there is no update yet. will call me back on june 5, 2014. they keep on pushing back the date. issue is yet to be resolved. still no solution. i hope fordserviceCA should talk to ford and give me some solution. maybe a tracking number of the check or something. it's been more than 6 months already. Edited May 30, 2014 by 666 Quote Link to comment Share on other sites More sharing options...
666 Posted June 5, 2014 Author Report Share Posted June 5, 2014 update: got a call from ford today and got the tracking number. punched it in and found out that the check was shipped out on tuesday and tried to deliver to me yesterday but not successful. (which is some BS from fedex, and it always happen in my apartment building but it does not related to this thread so i am not commenting here). fortunately, it will stay in fedex for 5 business days before it shipped back to ford. so i called and scheduled to pick it up myself tomorrow. on the other hand, i am still NOT satisfy how NOT flexible ford is. in my own opinion, they are not customer service oriented. if the check shipped out on tuesday, why they don't call me tuesday or yesterday? why they have to call me today? is that because they "schedule" to call me today, so they HAVE to call me today? even though they shipped the check out on tuesday? and i missed it again yesterday? fortunately i can still pick it up within 5 business days. otherwise, the check will ship back to ford already because i missed it yesterday and the whole frustrated cycle will be going again..... Quote Link to comment Share on other sites More sharing options...
666 Posted June 7, 2014 Author Report Share Posted June 7, 2014 update: june 6, went to fedex and picked up my check. finally, after more than 6 months, i deposited my check to my acount! I want to thank fordserviceCA for communication to express this issue. Also thank you everyone here who helped me. Thank you Cmax forum!!! Adair 1 Quote Link to comment Share on other sites More sharing options...
Adair Posted June 9, 2014 Report Share Posted June 9, 2014 WOW! You earned a beer after all that 666! Glad you finally got your check! Quote Link to comment Share on other sites More sharing options...
kostby Posted June 9, 2014 Report Share Posted June 9, 2014 (edited) So I guess the word 'RESOLVED' should be added by one of the Site Admins to the title of this thread. And despite delays, once the issue was posted in this forum on May 15th, the resolution took just over 3 weeks, and seemed to center around a delivery-company problem, NOT Ford itself. That's certainly NOT the 'worst customer service ever in ford'!!! Edited June 9, 2014 by kostby C-MaxSea, Jus-A-CMax and obob 3 Quote Link to comment Share on other sites More sharing options...
Adair Posted June 9, 2014 Report Share Posted June 9, 2014 So I guess the word 'RESOLVED' should be added by one of the Site Admins to the title of this thread. And despite delays, once the issue was posted in this forum on May 15th, the resolution took just over 3 weeks, and seemed to center around a delivery-company problem, NOT Ford itself. That's certainly NOT the 'worst customer service ever in ford'!!!Done. Quote Link to comment Share on other sites More sharing options...
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