Inquiry Jeopardy

Repair Assistance/ Parts escalation

100

True or False: If the dealer is unable to figure out the issue on the vehicle we should escalate to concern. 

True

200

What is parts escalation? 

Parts for Vehicle Off Road (VOR) and on backorder require escalation. Customers may require assistance with initiating contact with the Ford Dealer to expedite their part.

300

True or False: If the cust case involves a recall we are able to escalate it to concern. 

False

• If the customer's case involves a recall with a parts delay, do not escalate the case. 

400

True or False: If the cust already has a COPIS case open there is no need to transfer to concern. 

False. We should transfer to concern so that we are able to keep the cust up to date on the part and when it should arrive. 

FIN Assist

100

What is FIN Assist? 

Determining if a customer is eligible for financial assistance from Ford for costs related to a vehicle repair (the repair bill, vehicle payments while it is down, rental vehicle costs, etc.) is based on certain guidelines and criteria.

• Ford will not provide financial assistance for maintenance and/or wear/tear items (brakes, shocks, etc.). 

 

200

What is the Ford Loyalty Program guidelines? 

7 years/100,000 miles from the WSD for gas engines and 7 years/150,000 miles for diesel engines 

CLV 65 or higher

it has to be a warrantable repair

300

What should we say when a cust wants further information on why they were denied? 

• Customer requests further explanation: I apologize, but our guidelines for reviewing a request for assistance are proprietary. I cannot provide any further explanation of the denial other than the vehicle has exceeded the warranty coverage, and Ford is unable to offer any warranty assistance at this time.

400

How many times in a 12-month period can a cust or dealer request FIN?

• Customers and/or Ford dealers can only request two financial assistance requests in a rolling 12-month period.

Rental/loaner

100

True or False: Ford will reimburse for the total cost of a rental car when applicable? 

False. 

Ford only reimburses: 

• $45 Passenger Vehicles (PV)
• $60/day for E & F Series, Transit, and Expedition owners
• $40/day for PV and $60/day for E&F series, Transit and Expedition owners for third-party rentals (e.g., the customer can be provided with a Ford vehicle from a third-party rental agency such as Avis, Hertz, Enterprise etc.)

200

Do rental/loaners always come with CSP's or recalls? 

No, we should check the program specifically to see the rental stipulation for the program 

300

Will Ford reimburse for a non-ford vehicle?

No!

• Only Ford rentals can be provided to customers.
• Non-Ford rentals will require a Ford Operations Manager's (FOM) approval. See example below.

Example of Non-Ford Consideration: Request to utilize non-Ford rental for traveling customers during emergency warranty repairs.

400

True of False: If a cust wants to know the amount they will be reimbursed for a rental we can advise them based on what AAF states. 

False. 

Inquiry customer advocates should not discuss rental criteria or daily rates. Warm transfer the call and escalate the case.

Recall/CSP

100

What are the differences between CSP's and recalls?

Recalls do not expire and are released by the NHTSA. CSP have expiration dates and mileage requirements. CSP are also normally extended coverage so the vehicle has to have the issue before the coverage can be applied

200

True or false: We can update cust address for notification in our CRM for CSP's and recalls. 

False. 

• Ford Motor Company mails CSP letters and Recall notices to the last known registered owner, whether parts are available or not. Due to privacy laws, state registration data is restricted, and FMC obtains current registration information from a third-party company each time a letter is generated.

300

What are the different types of recalls? 

• S - Safety Recall 
• E - Emissions Recall 
• C - Compliance Program
• R - Regional Safety Recall

400

What are the different types of CSP's?

• (B) Customer Satisfaction
  • An inspection may show a repair is not needed.
  • Some programs may provide for the repair, whether there is an existing condition.
• (M) Warranty Extension (Multiple Repairs)
  • Extension of the vehicle's warranty coverage time and/or mileage for certain components.
  • A part is covered during the entire program period, even if replaced previously.
• (N) Warranty Extension (Single Repair)
  • Extension of the vehicle's warranty coverage time and/or mileage for certain components.
  • Allows a one-time repair of a covered component.
• (A) Application Upgrade
  • Provides a vehicle application upgrade that can be completed by the dealer or customer.
  • Vehicles will be identified in OASIS until a dealer claim is submitted, the customer confirms they completed the upgrade, or the program expires.
• (R) Regional
  • Offered in conjunction with Recall programs that are specific to certain geographic regions (e.g. corrosion states).
  • May offer an inspection and/or repair to certain vehicles not covered directly by the Recall program.
  • Identified in OASIS until a dealer claim is submitted.

Buyback

100

When can a cust request a buyback? 

A buyback can be requested for any number of reasons, such as the customer:

• May not feel safe in the vehicle.
• Is tired of waiting for a back-ordered part.
• Is disappointed that the Ford Dealer is unable to duplicate the concern.

• Has had to bring the vehicle in for multiple repairs.

200

True or false: You can request a buyback on a leased vehicle. 

True.

The buyback process is the same for all vehicles listed below:

• Leased
• Traditional finance
• Cash purchased

300

True or false: As an inquiry agent I should offer a buyback on a vehicle. 

False.

• Do not proactively suggest a buyback, but listen carefully for any indication that the customer is requesting a buyback.
• I want out of the vehicle. 
• I want to return my vehicle. 
• I don't want this vehicle. 
• This vehicle is a lemon. 
• I want to trade in my vehicle. 
• I wish I never purchased this vehicle. 
• I don’t feel safe in this vehicle.
• I want Ford to take back my vehicle. 

400

What are the two types of buybacks? 

There are two types of buybacks: 

• Traditional: a buyback that meets state guidelines.
• Discretionary: a buyback for when a vehicle does not qualify under the state's Lemon Law. In this case, the dealer, CRC agent, and/or Regional Office is requesting a replacement in the interest of customer satisfaction due to the customer's loyalty to Ford and the dealer. A Ford Manager will make the decision whether to approve the discretionary buyback based on the business case they received.