In March we discovered that we had a blown head gasket on our '95 Mercury Sable. We went to a Blue Oval Ford dealer to have repairs done so we could continue to drive the car.
First, the dealer kept changing their estimate for the repairs. It began at $1500, then went up to $3000 and the final bill was $3500. According to the dealer, when the head gasket blew it took out a bunch of sensors that needed to be replaced. After a complaint to the dealership they refunded $250 for overcharges.
Next, I discovered that there had been a letter sent concerning an extended warranty because Ford was aware of faulty head gaskets in many '95 models with 3.8l v6 engines. We did not receive this letter of the extended warranty and our warranty had expired 3 months previous to the repairs.
I called Ford Motor customer service, as I thought they would attempt to work with me on this issue and come to some sort of agreement. Boy, was I wrong! Their customer service representatives have been trained to brush off the customer, not resolve problems.
In light of the fact that Ford was aware they were selling defective vehicles, I believe they should have showed good faith and refunded my money.in Ford's 2001 Annual Statement they discuss how greater products will give them greater profitability and claim that "A fundamental element of that strategy is restoring Ford's reputation for quality."
In my book, the only way Ford can redeem itself is to start treating their customers with respect and backing up their claims that "Quality is Job 1" by standing behind their product and paying for it when their product fails.
Lisa
Des Moines, Iowa
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