Good conversation mining, Whitney. Let's hope it results in smarter customer relations, let alone greater accountability from your dealers.
Peter - I just wanted to let you know that Ford is listening and we are currently looking into your issue.
Whitney E. Drake
Ford Global Digital Communications
Ike, Andy -
Thanks for the comments. I've tried to avoid using this space as a bully pulpit, but the coalescence of my dealing with Ford customer service and reading Rohit's book compelled me to post.
I'd rather leave the brand-bashing rants to the Jarvis's, Cubans, and Garfields of the world, and of course to: http://consumerist.com
As for the design of my MKX, Andy, it's a step above the Ford Edge, but it still could use some more refinement (let alone better disclosure on gas mileage).
Fortunately for Ford, it can get away with byzantine red tape designed to foil customer service. After all, word of mouth is limited in its potential.
It's not like your Jeff Jarvis, and have a blog or anything...
...oh SNAP!
I'd argue poor design. Some of their cars look great from the outside. You get inside them and they are boring to bad. And, Rental Cars are the experience I most have - and I would never buy based on that experience.
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