I'm 76 and have owned Ford's all my life. This will be the last thanks to a service department that couldn't unplug and replace a simple brake control module in my 2014 Expedition. The module failed leaving me without any trailer brakes on my 2017 24' Interstate Outback Car Hauler, loaded with all my belongings. The service manager that was assigned to get my unit fixed so I could leave Alaska with my belongings simply didn't care whether I got out of town or not or whether the problem could be diagnosed and fixed. I had to pay upwards of $180 a night at a local hotel to "wait" until another module could be ordered and replaced. The delay cost me 8 nights in extra hotels fees, meals at restaurants, and credit card charges for cancelled hotel reservations, and several thousand dollars in AK ferry fees because I missed my reservation. Did the manager care? He said, just contact FORD and the extended ESP warranty will cover the extra costs for interrupted travel plans! My ESP warranty, (cost was $2500), does not even have a contact number or email contact or instructions on how to file a claim...no help from the Kendall people...they did not offer to assist with a claim.
After a frustrating 8 day delay in travel plans, I went to Six Robble's and purchased an after market trailer brake control unit in Anchorage. Kendall did not even offer to go get it, I had to rent a car from them to go get it! When I returned, It took me all of 10 min. to unplug the factory installed unit and plug-in the after-market unit. Problem solved by a frustrated customer.
Kendall told me they had to order a control module from the Detroit factory and get it over-nighted to Wasilla, (none in AK). When it supposedly came, I was not even told that the new part came or that it didn't fix the problem...they guessed that the new one was defective also!!! My guess is they either didn't order it or they ordered the wrong part! Again, the fix was to unplug the defective module and plug in an after market unit.
What should have been done? The service manager should have taken the problem and "ran with it" until the problem was solved instead of making excuses for their incompetence! I had to follow-up with physical visits to the service department to see what was going on. Promised phone calls, or, "I'll call you right back after I check", were never kept. How can any service department hope to bring customers back to a dealership with outlandish don't give a s..." service like this? I will never return, nor will I ever buy another Ford. I've had other experiences with the sales department that caused me to go to another dealership...Won't get into that here. ENOUGH SAID!!!