FPV Customer Connect Manager

Bossxr8 · 27-05-2006, 11:02 AM

While looking at this weeks GoAuto newsletter I noticed an ad from FPV looking for applicants for the newly created role of Customer Connect Manager, to help with communication between customers and FPV, and to increase levels of customer satisfaction. Are FPV finally learning that keeping customers happy will keep them coming back. Maybe they are looking to go back to an FTE style of customer service.

Now if only they can get the service departments to follow suit. After hearing some of the horror stories its about time the customer was treated with some respect. Good move.

wulos · 27-05-2006, 11:39 AM

Will be interesting to see if they actually act upon the intelligence this position may gather in as much as fixing up the dealerships that sell & service them.
The dealerships are the public face, that people see day to day - doesn't matter HOW good a product FPV make is people aren't buying them.
People will NOT by a supercomputer off a drunken hobbo bum that lives in a cardboard box in a back alley somewhere, some people will - but isn't a way to maximise your sales.

deesun · 27-05-2006, 01:41 PM

Depends on weather this is a new position or not. I may be that the old manager left because he was bashing his head against a brick wall trying to get Ford to listen to him. Just like the customers,or ex customers.

Bossxr8 · 28-05-2006, 05:23 PM

Quote:

Originally Posted by deesun

Depends on weather this is a new position or not. I may be that the old manager left because he was bashing his head against a brick wall trying to get Ford to listen to him. Just like the customers,or ex customers.

It is a newly created position.

XA-Coupe · 27-05-2006, 01:50 PM

I'd like to hope that they are changing the way they think but I get the feeling it'll be just another person in the FPV hierarchy to say 'no'

Laminge · 27-05-2006, 01:55 PM

Hahaha

To say NO, you first need to make contact with them, and there lies your problem!

XA-Coupe · 27-05-2006, 02:03 PM

I believe Russ is still waiting for a response to.. or an acknowledgement of his email ... after how many months? Perhaps this is someone employed to deal with the questions in it ??

wulos · 27-05-2006, 02:11 PM

Does Customer Connect Manager = Official factory backed Spin Doctor?? Thought there was more then enough of those that work out in some of the 'less then reputable' dealerships.
There ARE GOOD Ford dealers out there though.

qwigybo · 27-05-2006, 05:50 PM

where's the details so i can apply

flappist · 27-05-2006, 06:28 PM

As I understand it, FPV have a new General Manager now HJ has retired.
With new managers usually comes new ideas and strategies so maybe the appointment of a customer connect manager is the beginning of a new golden age with FPV.

I tend to be optimistic about these things and believe that FPV are doing the best they can within the constrains of their owners (Ford & Prodrive).

FPV has come a long way and learned from their mistakes and I see the future just getting better and better.

Do you remember when there were bugger all FTE dealers? I would never have bought a FPV if there was not a local dealer instead of one 400km away.
Do you remember when HSVs were so much quicker than any Ford offering that it was almost embarrassing?
Do you remember when having a three digit build number was rare?
We now have a choice of 6 models all of which are world class.
FPV won the APCOTY and there is NOTHING (within reason) as quick over the 400m as a 6 speed auto Typhoon.
There is NOTHING that sounds as good as a BOSS 290 in full song.

FPV have systematicly identified and resolved issues that have confronted them and possibly the issue that they are resolving right now is any outstanding customer support problems.

It is not always FPV in the wrong. I know personally of at least two owners, one of whom was a member of ff.septic who were totally unreasionable, dishonest and fraudulent with their warranty claims.

I could be wrong about FPV but I will give them the benefit of the doubt, they have been good to me with all three of my FPV vehicles so I will just wait and see what happens........

TotalDriver · 27-05-2006, 07:19 PM

I'm still waiting on my subscription to "Blueprint" magazine after purchasing an FPV a couple of years ago.

They wouldn't know Customer Service if it fell out of the sky, landed on their faces and wriggled!

I've had 4 HSV's and never had a problem with their Customer Service. Sometimes it felt quite the opposite, like they were trying too hard.

Maybe FPV should poach someone from HSV for the job!

Cheers,

F6Tornado · 27-05-2006, 07:22 PM

We've got one - yes they do actually exist. FPV do have customer care managers.

He still has peanuts for balls, he is soooo lucky he is dealing with me and not my wife, she likes breaking insolent males.

Smoke Pursuit · 27-05-2006, 07:33 PM

Quote:

Originally Posted by F6Tornado

We've got one - yes they do actually exist. FPV do have customer care managers.

He still has peanuts for balls, he is soooo lucky he is dealing with me and not my wife, she likes breaking insolent males.

You mean Ford CRC representatives? You speak to the same people as every other Ford owner, the only difference is they say they are representatives of FPV instead of Ford, they aren't special.

I would guess that this person will be an Internal within the FPV company rather then some marketing company like CRC, who in fact will probarly kick at CRC and handle any big complaints. :monkes:

DanielXR8 · 28-05-2006, 05:24 PM

Quote:

Originally Posted by ShockWaveXR6na

You mean Ford CRC representatives? You speak to the same people as every other Ford owner, the only difference is they say they are representatives of FPV instead of Ford, they aren't special.

I would guess that this person will be an Internal within the FPV company rather then some marketing company like CRC, who in fact will probarly kick at CRC and handle any big complaints. :monkes:

So is CRC part of Ford or is all the CRC stuff subcontracted? Just curious.

Dan

punkin · 27-05-2006, 10:58 PM

hubby was talking about somebody at fpv, we have our own customer care manager dealing with our case, we stopped dealing with ford customer care ages ago when they started saying "nothing to do with us talk to fpv".

S

**russellw** · 28-05-2006, 01:06 PM

Wonder if I could handle the pay cut??

ClevlndStemer · 28-05-2006, 01:49 PM

hmmm interesting. I know of a GT owner who carries 5 litre oil container with him to top his one up regularly. He has spoken to Ford and FPV who both seem reluctant to do anything about it. Whether this new connect manager can do anything to restore some faith in the customer minds is something I will have to see to believe. I don't think it will change the mind of the guy who owns the GT. Ford/FPV & customer service don't go together. I'd love to be wrong.

fiery · 28-05-2006, 02:02 PM

Maybe Ford / FPV should employ someone who loves the blue oval and would like to see the faith with customers restored....

Maybe that person should have the courage to stand up to the big guns and demand to fix whatever the problem is instead of fobbing off...

Ideal thoughts for an ideal world....

:

**Full Noise** · 28-05-2006, 02:01 PM

Ford CRC and FPV customer care managers, there’s an oxymoron for you.
If it wasn’t for pity, I’d have nothing but contempt for them.

banarcus · 28-05-2006, 02:25 PM

Geez from reading this thread, it almost turns you off buying a FPV. I wonder what the older folk from yesteryear did when their GTs got rust within 5 years?

**Full Noise** · 28-05-2006, 02:39 PM

Quote:

Originally Posted by banarcus

Geez from reading this thread, it almost turns you off buying a FPV.

There’s nothing wrong with FPV as a product, it’s just some of the people that you’re forced into dealing with, that’s the problem. I will admit that they’re getting better though, just don’t ring Ford CRC. If you’re fortunate enough have a contact at FPV, talk to them directly.

Cheers, Danny

punkin · 28-05-2006, 07:42 PM

Ford and FPV are separate companies, Ford do not own the majority of shares in FPV so therefore do not have controlling rights. If you ring ford crc and ask for certain people you will be told that they do not work for ford and you must ring another number, these people are fpv customer care managers. We have been dealing with FPV customer care for the last 6 months.

We now do not deal with Ford unless it is our dealership.

I'm still waiting to see if FPV have the balls to fix the problems and win back my loyalty, they seem to forget there are two owners of our ute and sweet talking my husband only is doing nothing for me. I chose the ute, I paid for the ute, I will buy the next vehicle (which I'm looking for a replacement for punkin now). Car manufacturers seem to forget that in a majority of homes it is the female who makes the major decisions like cars, homes etc.