Absolutely horrible. Called Jones West after receiving an email from Ford that the airbags in my 2006 Ranger were apart of a small subset of the most dangerous recalled airbags. The email (displayed below) stated to stop driving the vehicle IMMEDIATELY, call the dealer, and that parts were available and ready. It even included that a rental car would be provided at no cost.
Per the email, I call Jones West as it's the closest dealer to me. I speaker to Kalain (not sure if correct spelling) who tells me that the repair parts for my truck are NOT in stock and aren't expected to be available until fall; six months from now. I explain to her that the email from Ford says to stop driving the vehicle immediately and that the parts are supposed to be available. Again, Kalain rudely tells me that the parts aren't available, won't be until fall, and that "its up to me" what I do with the truck until then.
Furious, I call Ford's corporate customer service number which luckily was provided at the end of the email. After talking to a representative they call Jones West and confirm that they DO have the parts in stock and should be able to repair much truck asap. However, I'll need to talk to the dealership service manager Wade McMasters to have the free towing setup. As a result, the Ford corporate rep puts me on a 20 minute hold while they try to contact McMasters. After a long wait, the corporate rep comes back on the line to state that McMasters, the service manager, is currently busy with a customer but will call me within the hour.
I wait nearly two hours and get no response. I call Jones West and ask to be transferred to McMasters. After his phone rings through I hang up and call again. This time I get Kalain...again. I explain to her that I've spoken to Ford corporate and that I'm trying to have my truck repaired per the recall. Again, Kalain rudely tells me that they don't have the parts. I inform her that corporate has confirmed that they DO have the parts and that Mr McMasters was due to call me over an hour ago to setup the appointment. I even offer her my Ford case #. As usual, Kalain is of little help and rudely says that she will relay the message to McMasters if that will make me happy.
Again, I wait 30 minutes with no response. I call corporate back AGAIN and repeat the process. After informing the rep of the latest issues they try to call Jones West and set up an appointment for me. Well, I'll be darned, they couldn't reach McMaster again and instead got Kalain, who as usual was unwilling to help in any way. The rep then apologized profusely and explained that they would need some time to sort the issue out and that Ford corporate would call me by 2pm EST the following day with a solution.
Luckily a few hours later Bill from Jones West called and took care of the rest. In 10 minutes I had a tow appointment set up and the issue was over. I appreciated Bill's professionalism and the fact that he even made a follow up call to confirm the time that the truck would be coming in.
My truck is finally set to go in tomorrow morning thanks to Bill and Ford Corporate. However, under NO CIRCUMSTANCE, should any customer have to spend 5 hours on the phone between the dealer and Ford Corporate in order to get a FEDERALLY MANDATED RECALL taken care of. Though the email stated to stop driving the vehicle immediately, the staff at Jones West could care less about the corporate mandate to repair immediately and knowingly with-held parts critical to vehicle and driver safety from a customer. Perhaps what makes this most frustrating is that when I called Ford Corporate and went through the automated customer sort feature, it was explained to me by the automation that this severe recall affects approximately 3000 vehicles. Therefore, statistically speaking, I was likely the ONLY person in Reno who would have even needed the repair. And yet Jones West couldn't handle it.
Hopefully repair tomorrow goes smoothly. Still NEVER heard from McMasters. Recall Referenced is Recall 18S02