If you aren’t aware of what has been going on with me and Ford service, you may want to catch up here. Fast forward to yesterday when I received a call from the general manager of Mac Haik, Mike Winoc. He first wanted to address the issue of him not replying to my initial email, to which was not his fault as it was filtered by his admin and she directed to the service manager so they could assist. Now as I was talking to Mike the thing that I appreciated most is that he wanted to hear exactly what happened. To be fair everyone else had too, but they got hung up on the sunroof issue. Mike did not, he wanted to address my main concern which was the warranty. I explained to him what I thought I was purchasing and what had really happened. After hearing this he told me that he would do a little research and get back to me.
10 minutes later I received a call from the service manager telling me they have found what was wrong with my sunroof and the previous customer service rep had authorized paying for half the repair. The cost out of my pocket was around $600. I informed him that at this time I couldn’t get it fixed as all extra money is going toward a new house and I appreciate him finding what the issue was, I would just come pick up the truck that afternoon. He wanted to see if there was anything else he could do, so he asked to call me back. Within in 5 minutes he called back and we set up a time for me to come in and meet with Mike.
Turns out Mike kept his word, he had done some research and pulled every bit of documentation on the purchase of my truck and the warranty. He informed me that it was a mistake on behalf of the dealership as I had been sold the wrong warranty. His exact words “You bought the only 3 year 75k mile warranty in the history of this dealership” :). My first reaction was “ok, is that a good thing or a bad thing. Come to find out, the finance manager that sold me the warranty was new on the job. I am not sure what exactly happen, but I can only assume some numbers got mixed up when he was entering the codes. After talking with Mike and his team, they offered to cover the repair of the warranty and offered to apply a new extended warranty to my truck!
Look, I know people make mistakes and I just want to personally thank Mike for listening to my side of the story and then actually going to research what exactly happen. This is a great example of great customer service, and to be honest if I go to buy a new vehicle I will probably go to Mac Haik first!