Ford working with dealers to solve its technology-related problems

Article by Christian Andrei, on June 27, 2011

Ford Motor Co.’s quality rating has dropped due to customer complaints related to Ford technologies. Dealerships haven’t been much help to these customers since they cannot fix nor explain these innovations adequately. The company and the dealers have been working to fix the technology-related problems for months.

However, the problem became more urgent when J.D. Power and Associates' 2011 Initial Quality Study that came out last week revealed that Ford was this year's most prominent loser, landing at the No. 23 spot this year from No. 5 last year.

Lincoln also experienced a drop in rank from No. 7 overall to No. 17 this year. Generally, their rankings got adversely affected by customer complaints on electronic systems, which had hard-to-use controls and early glitches, and on the powertrains, which were tweaked for maximum fuel economy but seems to hesitate when accelerating or shifting gears.

According to J.D. Power, these types of complaints are common across the industry for all manufacturers with refreshed or redesigned product launches.

Ford had both issues. Its new vehicles had electronic systems such as MyFord Touch and Sync. The redesigned Explorer was launched last December but dealerships such as Rasmussen Ford of Storm Lake, Iowa, have been having a difficult time obtaining it.

Later on, a client brought a unit to them that was bought somewhere else because of problems with the vehicle's telematics. According to Chris Rasmussen, general manager and part-owner of Rasmussen Ford, they walked them through the technology because their selling dealership did not do it.

Topics: ford, technology

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