Complaint Review: The Ford Motor Company Customer Relationship Division

Dennis;
My car died on the highway during Christmas Eve at 4:10PM PST. My son and I spent 2 hours in the rain waiting for a tow truck, we were out to get a few last mintues items for what little Christmas we had left from the enormous amount of money I have spent on the substandard vehicle the Ford Motor Company sold me.

Now I sit without a vehicle, because it does not work.
My Christmas is ruined, my son's Christmas holiday is ruined because we share this substandard vehicle, he has no transportation.

This now has also affected my work and also my son's work, we have no way to get to work.

I WANT A CALL ON DEC. 26TH SOME SOMEONE AT THE FORD MOTOR COMPANY TO FIX THIS SITUATION. I AM PLANNING ON FILING A LAWSUIT FOR THE HARDSHIPS THAT FORD HAS CAUSED ME AND MY ENTIRE FAMILY ALL BECAUSE OF THE SUBSTANDARD FORD
HAS SOLD ME.
I WILL NOT STAND IDLE UNTIL SOMETHING HAS BEEN DONE TO CORRECT THIS SITUATION.

YOUR COMMENTS ARE EXPECTED ON
DEC. 26TH.
PHILIP ORCHARD


----- Original Message -----
From: "Philip Orchard"
To: "Customer Relationship Center"
Sent: Sunday, December 22, 2002 10:12 AM
Subject: My Ford Contour 1996


> DENNIS;
>
> Trust we will be able to continue our correspondence and work towards the conclusion of this matter. I have careful record of all our correspondence if we
> require us to review any past messages.
> As instructed I have placed the tracking & Case ID NOS
>
> Tracking ID: KMM1978971C0KM
> Case ID: 672151
>
> Kind Regards & again many thanks for your consideration
> Philip Orchard
> Portland, Oregon
>
> ----- Original Message -----
> From: "Philip Orchard"
> To: "Customer Relationship Center"
> Sent: Wednesday, December 18, 2002 8:08 AM
> Subject: My Ford Contour 1996
>
>
> > Dennis;
> > Please confirm receipt of these messages, below I have been requested by
> > Ford to provide you with
> > the following Tracking Number & Case Number, will you require this
> everytime
> > i send correspondence to you ?
> >
> > Kindly advise where we go from here ?
> >
> > Regards,
> > Philip Orchard
> >
> >
> >
> > ----- Original Message -----
> > From: "Philip Orchard"
> > To: "Customer Relationship Center" ;
> "Philip > > Orchard" > > Sent: Tuesday, December 17, 2002 12:22 PM
> > Subject: Re: My Ford Contour 1996
> >
> >
> > > DENNIS; I HAV BEEN REQUESTED TO PROVIDE WITH THE FOLLOWING
> > >
> > > Tracking ID: KMM1978971C0KM
> > > Case ID: 672151
> > >
> > > Kind Regards, once again
> > > Philip Orchard
> > >
> > >
> > > ----- Original Message -----
> > > From: "Philip Orchard"
> > > To: "Customer Relationship Center"
> > > Sent: Tuesday, December 17, 2002 12:19 PM
> > > Subject: Re: My Ford Contour 1996
> > >
> > >
> > > > Dennis;
> > > > Thanks for your time in responding and look forward to working together in resolving this issue. Kindly note all information in captial letters. My cell
phone is ON - 24/7 - I am also available on my home telephone, (have not received any calls from the Ford Motor Company), both numbers are listed below. Please note I am available most anytime, keep in mind PST
time for the West Coast. Your kind consideration to resolve this matter is greatly appreciated and
surely a good showing for corporate compassion from the Ford Motor Company.
> > > >
> > > > Kind Regards,
> > > > Philip Orchard
> > > >
> > > >
> > > > ----- Original Message -----
> > > > From: "Customer Relationship Center"
> > > > To: "Philip Orchard"
> > > > Sent: Tuesday, December 17, 2002 1:53 PM
> > > > Subject: Re: My Ford Contour 1996
> > > >
> > > >
> > > > Dear Philip,
> > > >
> > > > Thank you for your message of 12/16/02 regarding your 1996 Ford
> Contour.
> > > > We appreciate the time you have taken to write us concerning your
Ford
> > > > vehicle.
> > > >
> > > > In order to resolve your issue, more information is required.
> > > > Regrettably, we have not been able to reach you. Please provide the
> > > > following additional data to allow us to fully investigate every
> option
> > > > to address your concern.
> > > >
> > > >
> > > > Last Name: ORCHARD
> > > > First Name: PHILIP
> > > > Street Address: 18780 NW ROCK CREEK CIRCLE, #154
> > > > City: PORTLAND
> > > > State: OREGON
> > > > ZIP Code: 97229
> > > >
> > > > Vehicle Identification Number (VIN): 1FALP6531TK202570
> > > > Vehicle odometer reading: 112,211 miles
> > > > Registered owner of vehicle (if different): PHILIP S. ORCHARD
> > > > Servicing Ford dealership: DAMEROW FORD,
> > > > BEAVERTON,OREGON (this dealer merged with THOMASON AUTO)
> > > >
> > > > In addition, please advise us of the best time to contact you by
> > > > telephone. We will make every effort to call when it is most
> convenient
> > > > for you. Our department's hours of operation are between 8AM and
6PM
> > > > Monday through Friday and between 9:30AM and 6PM on Saturdays.
> > > >
> > > > At Ford Motor Company, we consider the satisfaction of our customers
> as
> > > > one of our most important objectives. If you have any other
inquiries
> > > > or concerns, please feel free to contact us and we will be happy to
> > > > address them.
> > > >
> > > > Thank you for contacting Ford Motor Company and we look forward to
> > > > hearing from you soon.
> > > >
> > > > Sincerely,
> > > > Dennis
> > > > Ford Motor Company
> > > > Customer Relationship Center
> > > >
> > > > Original Message Follows:
> > > > ------------------------
> > > > Please confirm receipt, system showing could not find your email
add.
> ?
> > > > ----- Original Message -----
> > > > From: Philip Orchard
> > > > To: Ford Customer Service
Relationship
> > > > Sent: Monday, December 16, 2002 8:31 AM
> > > > Subject: My Ford Contour 1996
> > > >
> > > > TO: FORD CUSTOMER SERVICE RELATIONSHIP;
> > > >
> > > >
> > > > Maybe you can direct to me someone in the Ford organization, the
> website
> > > > does not given any email contact information for any of the
management
> > > > personnel.
> > > >
> > > > I'm a single Father with 3 children, mostly grown in their high
teens-
> > > > 20's, 2 girls, 1 boy. Needles to say I have had to take on the full
> > > > burden of not only raising them but also paying in hard earned
> dollars.
> > > >
> > > > This past year I have had to repair my 1996 Ford Contour at 3
> different
> > > > times, I'm not a mechanic so bear with me.
> > > >
> > > > AA. A complete water pump had to be installed along with a new
> > > > serpentine belt, this cost me approx. $625.00.
> > > >
> > > > BB. Shortly after it was deemed by my good mechanic that the airflow
> > > > sensors located in the muffler heads had to be replaced. The
computer
> > > > diagnostics showed the 2 sensors has been dead, faulty. This cost me
> > > > $345.00.
> > > >
> > > > CC. Just today, my mechanic tells that the transmission needs to be
> > > > replaced. He explained to me that this passed month he had 3 Ford
> Taurus
> > > > vehicles in for the same work.
> > > > We're getting a rebuilt transmission from the local Ford dealer in
the
> > > > Portland, Oregon area. The dealer explains that Ford will not
provide
> a
> > > > guarantee unless I replace the radiator as well.
> > > >
> > > > The radiator flows in part into the transmission so Ford needs to be
> > > > somewhat comfortable with the guarantee.
> > > > This will cost me approx. $2,025.00 in parts and approx. $375.00 in
> > > > labor. My mechanic charges me $45 per hour on labor where the Ford
> > > > dealer charges $70 per hour. My mechanic also ups parts cost by only
> > > > $10-$15 per part, where Ford charges well over that.
> > > >
> > > > Anyhow, I'm writing you to let you know, since I have a substandard
> > > > vehicle, a Ford Product, I have spent in excess of $3,350.00 dollars
> > > > this year for a car that is only worth that much as a trade-in.
> > > > Christmas is here obviously and I have no funds to do anything with
my
> > > > family, it will be very sad for us.
> > > >
> > > > Could someone from the management group advise my why a 1996, soon
to
> be
> > > > 7 year old car falls apart in this fashion. All year, my mechanics
and
> > > > my 2 Daughters have been telling me the best car to buy are Honda
and
> > > > Toyota. Maybe the American cars have finally taken a good hold of
me,
> my
> > > > whole life I have had numerous Ford vehicles, & a few Chevys as
well.
> > > >
> > > > I've been out of work since October 1st, so this all comes at a very
> bad
> > > > time for me. I'm international business person, NYU Grad with more
> than
> > > > 25+ in international business to include worldwide transportation.
> Since
> > > > 9/11 the markets have all been headed south, needless expense for a
> > > > substandard vehicle is just killing me.
> > > >
> > > > Wonder if anything can be done on your end to assist with this ?,
> > > > probably not but it would be nice to receive a message by one of
> > > > Corporate Management Group explaining why a 7year old car falls
apart.
> > > >
> > > > I bring all this up because of the recent advertising campaigns by
> > > > Mr.Bill Ford, he comments that a pickup truck says, "my truck has
> > > > 125,000 miles and she feels as good as when I first bought her". ???
> > > >
> > > > Kind Regards, & Merry Christmas to you and rest of Ford Motor
Company
> > > > Group.
> > > >
> > > > Philip Orchard
> > > > 18780 NW Rock Creek Circle, #154
> > > > Portland, Oregon 97229
> > > >
> > > > Ford Contour, 96' VIN # 1FALP6531TK202570
> > > >
> > > >
> > > >
> > >
> >
>

Philip
Portland, Oregon
U.S.A.

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