Willing to go the extra mile
December 3, 2018
I would like to start by saying that I did not purchase any of my vehicles from Grappone Ford. I had been experiencing issues with my trucks navigation, corporate Ford knew nothing, Wall’s Ford didn’t want to even try to figure it out while it was under warranty (Their exact words were, “Wait till it’s totally broken, then we will figure it out.”). And of course when it finally did stop working the vehicle was no longer under warranty, I was a couple thousand over, and now they wanted me to pay to fix an issue that I had from day one. I called corporate Ford and they said tough to bad it’s out of warranty so there is nothing that we can do to help you. So I went to Grappone Ford, where I was greeted by the nicest service people I’ve ever encountered. I told them my issue and what was said to me by both Wall’s Ford and corporate Ford (Both of which “Never heard of my problem with navigation”) the service writer immediately told me that it was a known issue and that it was a simple fix. He told me to schedule an appointment, but just to make sure that he was right take one of my SD navigation cards out of one of my other vehicles and swap them out. So I did. My problem was immediately solved in my truck and my wife’s navigation now no longer worked. I called up Grappone Ford and told them that they were right on what the issue was. They canceled my appointment and gave me a the newest memory card available on the house and explained that they felt bad that corporate Ford turned there back on me as well as Wall’s Ford. I have not experienced customer service like this in a long time. Another thing I would like to disclose is that I bought my 2015 Explore brand new, my 2015 Expedition was custom built and purchased brand new, and my 2016 F-350 was purchased brand new all three of them from Hampton Ford. When I started to have issues with my truck the owner (of both Hampton Ford and McFarland Ford) Jay McFarland told me that he thought it was time I found a new dealer. That is how I ended up at Wall’s. Thank you so much Grappone Ford, you have my business.