Scheduling Service Online, Part 2 - 2012 Ford Explorer Long-Term Road Test

2012 Ford Explorer Long Term Road Test

2012 Ford Explorer: Scheduling Service Online, Part 2

August 29, 2012


Yesterday we scheduled service for our 2012 Ford Explorer XLT EcoBoost online with Huntington Beach Ford. The system seemed like a slam dunk. Click here, click there, fill in some basic info and that's it. But as it turned out, HB Ford wasn't up to speed quite yet...

If you recall, our appointment was made for 7am, which was when the service department opened. The appointment page online failed to mention that mechanics arrive at 8am. Why would it allow us to schedule a 7am appointment? I don't have the answer. I could see this being a complete time-suck if I hadn't brought my laptop. There was another glitch.

I spent a few minutes entering the year/make/model, VIN, transmisison type, engine size and contact info on the scheduling page. I even entered my email and phone number, which I hope doesn't come back to telemarket me into madness later. After all of this, the advisor informed me,"You know what? We updated our computers about a month ago. I don't have access to the information you entered online. Sorry." So he entered it all again.

The service itself was the high point. Our advisor was polite and professional. He did not try to upsell us, and he was sympathetic to our failed online scheduling attempt. We were in and out before 8:30am with fresh oil, a tire rotation and a wash. We would come back. But we would avoid the online scheduling process, which at this point, appears to be a work in progress.

Total Cost: $52.76

Total Days Out of Service: None

Mike Schmidt, Vehicle Testing Manager @ 19,811 miles

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