NHTSA Complaint #762587 — 2000 FORD FOCUS

AS A FINAL GESTURE OF GOODWILL, OUR LOCAL DEALERSHIP'S CUSTOMER SERVICE REPRESENTATIVE OFFERED US A 24 HOUR PERIOD TO CONSIDER A $2,000 TRADE-IN CREDIT TOWARD THE PURCHASE OF A NEW FORD VEHICLE AT 0% FINANCING. THIS WOULD HAVE MORE THAN DOUBLED MY DAUGHTER'S MONTHLY CAR AND INSURANCE PAYMENTS. BECAUSE HER JOB WAS NOT YET A PERMANENT POSITION, SHE WAS NOT IN A POSITION TO TAKE A $4,000 LOSS AND DOUBLE HER MONTHLY PAYMENTS. ONCE THAT OFFER HAD EXPIRED WE WERE MET WITH STONY INDIFFERENCE BY OUR LOCAL DEALERSHIP'S CUSTOMER SERVICE REPRESENTATIVE. AFTER SEVERAL CONVERSATIONS WITH HIM WE CAME AWAY CONVINCED THAT FORD CUSTOMER SERVICE POLICIES ARE INTENTIONALLY DESIGNED WITH SEVERAL GOALS IN MIND: 1) TO OFFER ONE'S LOCAL DEALERSHIP AS THE ONLY PATH OF RECOURSE OTHER THAN A NATION-WIDE 1 (800) CUSTOMER SERVICE LINE; 2) TO STAUNCHLY REFUSE TO PROVIDE THE NAMES AND MAILING ADDRESSES OF FORD CUSTOMER SERVICE REPRESENTATIVES AT THE LOCAL LEVEL AND/OR REGIONAL LEVEL; AND 3) TO DISCOURAGE MAILINGS TO THE NATIONAL CUSTOMER SERVICE REPRESENTATIVE (MICHAEL JORDAN) OR CEO (WILLIAM CLAY FORD) WITH COMMENTS SUCH AS "DON'T WASTE YOUR TIME, THEY DON'T EVEN OPEN THEIR MAIL." THE END RESULT IS THAT THE CAR OWNER FEELS TOTALLY POWERLESS ONCE THE GOODWILL OF THEIR DEALERSHIP'S IN-HOUSE CUSTOMER SERVICE REPRESENTATIVE HAS RUN OUT. WHEN COMBINED WITH HOLDING OPEN A 24-HOUR TRADE-IN OFFER TOWARD A MORE EXPENSIVE FORD VEHICLE, THE END RESULT WAS A PSYCHOLOGICALLY OPPRESSIVE HARD-SELL TACTIC.NO SAFETY DEFECT LISTED. *AK