Foreword: I have had my Ford Fusion for 4 years now and it has served me extremely well because I do more than the minimums on it. In Washington State I got excellent service for it. Here in Colorado, I don't know if everyone is just high on weed or what the problem is but this place is broken - and as another noted, it starts at the top.
There are three outstanding recalls on the car. Ford neglected to ship sufficient stock to the dealers. Three times over the past three years I have tried to get them done, no parts. The fourth time, they had parts (allegedly) but no time to do the work, because this service center closes at 4pm (allegedly). I get stock, I get it. What bothers me is that if these people were accountable, the customer experience would be better managed.
I prefer booking online so I can see availability and compare against mine at a time that works for me, since I work during the day in a government job and don't have the luxury of coming in any other time. I was told this was okay to do, and did so over a week in advance. Get to the dealer right on time, told that online booking is basically BS since you still won't get assigned a tech. Then why have it?
But ignoring this for a second. Printout comes in. Ideally, they would look at it, see what I'm asking for, determine there's not enough time to do the work, then call me to pick a different day without having to ask for all of my information again. They don't do this. They didn't do it the first time, so I wasted not only a trip but half a day when they didn't have parts, knowing they didn't have parts, where they could have told me well in advance so as to save a trip.
In fact, it seems like they completely ignore the online booking, as she couldn't find it for the life of her. Sounds like a broken system and I question why have it at all?
Last visits I asked for 30k maintenance, they did an oil change. An oil change is NOT 30k service.
SO my problem is not the stock availability. My problem is that with a simple phone call to the customer and alternative arrangements, everything would have ended up much smoother. Instead, I took off work for nothing just to be told yet again I can't get this work done - and I will get yet another letter (#5 now) from Ford asking me to do something I can't.