233s many mile Mondeo

fired off an email to the CEOs office this morning,


233 said:
Hi there,
Was wondering if you can offer some insight into a problem I’m having with my Mondeo at the moment.
Now just to give you some background, I’m a taxi driver up in Glasgow and currently on my 3rd Mondeo. Previous mk4 was bulletproof so automatically I stuck with the Mk5 for its replacement. Its worked hard and serviced religiously so although the odd problem does crop up thankfully their kept to a minimum.
Now I had a breakdown on the 28th of February, not a big deal its one of those things that happens and you plan accordingly. So the car was delivered to my local dealer(Evans Halshaw Glasgow) courtesy of Ford assist via the AA. So far so good. Now obviously time of the year lots of PDIs to be carried out I expected a bit of a delay which wasn’t a big deal as an extra day or 2 would be perfect as I had another warranty issue to be addressed that was waiting on parts(the common mk5 driveshaft issue. Well certainly common for talkford members it seems), this is where it got difficult. The car spent a week and a bit being diagnosed with mechanics/master techs and even a Ford field engineer involved to get to the bottom of the problem (currently diagnosed as a faulty fuel pump) Dealer advised part ordered Friday for delivery Monday from Manchester with fitting hopefully Monday PM and car back to me Tuesday. This whilst not ideal was fine 2 weeks off the road is painful when your car is your livelihood but again something you have to accept.
So fast forward to today, and a quick call to the dealer to confirm we were still on for an afternoon pickup and getting back to work. Alas not, dealer advised parts didn’t come in yesterday (thanks for the update) and after a bit of prodding and checking its turns out on backorder and no firm date although an estimate of the 22nd for them being back in stock. As you can imagine it’s a sobering thought to find out your means of earning wont be returned to you for going on 4 weeks. I’m a bit perplexed with the investment Ford has made in fancy all singing all dancing global SAP and warehouse management systems (sprint is it?) that what I would assume being a common part Fuel pump for a 2l tdci engine common to a number of models and in production for a number of years cant be had for love nor money.
Couple this with the poor communication and diagnostics from the dealer the hoops you have to jump through to speak to Ford CRC 1st contact, go through DPA transfer to CRC go through DPA again then be told the person you need to speak to isn’t available and they are the ones that have to call you back. It really is a frustrating time. I cant seem to get anyone to take ownership of my issue nor give me definite dates for getting my livelihood back.
So I’m looking for some help if you can with a few things?
Firstly can someone please take ownership of my issue and give me something solid in terms of when I can get back to work.
Secondly, can you give me your thoughts on the supply chain issues? Is this a very unusual one off or is this something that I’m likely to experience in future? I’ve already had issues obtaining even basic service parts recently (genuine ford wiper blades unavailable for example).
Thirdly don’t suppose ford or any of their partners have any driving jobs going? Unfortunately I still have bills to pay and no taxi means no work

I look forward to your reply,

Best regards

Rob
Unfortunate Mondeo owner
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Dale V said:
cringe worthy email on many levels.
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Pretty much.

Incorrect usage of "their" was the first thing that jumped out at me.

Also you're trying to get an answer and solution not chat about their supply chain, be clear concise and forget the waffle about jobs, bits in brackets and a chit chat about their supply network.
 
Cleisthenes said:
Wow :eek:

Does emailing the CEO ever actually do anything or is it just something to keep disgruntled customers preoccupied?
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It's normally quite effective, they'll pass it off to someone else usually rather than dealing with it personally but it definitely carries some clout.
 
to be honest its more a outlet to vent frustrations than anything else. its not going to change anything they have no pumps available it doesn't matter how well constructed and worded my email is, they are not going to magic a pump out of thin air. But it is frustrating on so many levels. it made me feel somewhat better and to be honest I dont really expect Ford to suddenly revamp their entire supply chain to a better stocked less lean model in light of a whinging taxi driver from Glasgow. The email may be cringeworthy but i'm not wanting to go off on one having a major rant. i'd much rather keep it more lighthearted than be a complete **** arse to someone who doesn't deserve it.

Ford certainly are nowhere near the worst in situations like this, friend of mine had an I40 off the road for nearly 3 months due to lack of parts, but these sort of emails no matter how badly constructed do get responses, had a phone call from the CEOs office yesterday morning and they contacted the dealer to turn the screws so to speak(doesn't help with a lack of parts availability though).
personally i'm not 100% convinced its been diagnosed correctly and I do feel they are just throwing a pump at it and hoping it works. a failing pump to me really doesn't explain the oil contamination/fuel in oil issue.

The other advantage I have with going through the CEOs office is I no longer have to deal with ford CRC i now have a direct contact to liaise with and no more faffing about with 2 call centres only to be told the person i need to speak to is unavailable.
 
tom_e said:
It's normally quite effective, they'll pass it off to someone else usually rather than dealing with it personally but it definitely carries some clout.
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indeed Ford have a dedicated CEO office team who deal with escalated complaints. their phonecalls usually carry much more weight than a phonecall from CRC. (it certainly used to when i worked for Ford many years ago)
 
Uther said:
How can they not have a fuel pump for a Mondeo :confused::confused:
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Apparently not one to be had anywhere in Europe

Bear in mind the same 150/180 Diesel engine is used in all manner of different Fords for the last 3 years along with various citroens and Peugeots.
 
just popped into the dealership to get some stuff out the car, looking rather sorry for herself sitting slap bang in the middle of the workshop
 
I can get one no problem pfjones in Manchester have stock but Ford wont go outside their supply chain
 
Unless it's hideously expensive would it not be in your interest to source your own part and get them to fit it just so you're back on the road and earning again? I know it's a cop out and they should be footing the bill but I imagine you're taking a massive hit on earnings at the moment.
 
Is it the tank pump or the high pressure pump? This decides whether you buy your own.

If you did buy your own then do it and write a (carefully worded) email to corporate about compensating for it.
 
its the high pressure pump, although personally i'm not convinced they've diagnosed it correctly. their throwing a few other bits at it too, which their being rather coy about. 4 parts on order seemingly
 
Ask them to swap it out with one on their forecourt, or offer to do it yourself armed with a jack and a set of spanners. When Toyota refused to replace my gearbox because "it wasn't faulty enough" the dealer eventually offered to do this with a car they had for sale. Think that car is on it's 4th owner now within a couple of years.
 
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