Is Ford Driving Customers Away?
Alexander J. Trotman may be doing some things right at Ford (Cover Story, Apr. 3), but my experience suggests problems.
Ford paid me $7,500 in 1993 from a guaranteed resale program for the Scorpio in return for a lease of a new Ford. At the end of the lease, they did not try hard to keep me as a customer. Their lease offers on the new Contour and Taurus were not competitive. Other requests for service assistance on the Ford resulted in form-letter responses. The dealers to whom I've spoken have no leverage with Ford. Thanks to Ford's ineptness, I now drive an Infiniti J30.
Clyde J. Richardson
As Ford cuts its supplier base from 50,000 to 5,000, I wonder what will happen to its market share as 45,000 suppliers continue to work for Ford rivals and encourage employee fealty to General Motors, Chrysler, Honda, and Toyota.
Ann Arbor, Mich.
Ford CEO Alex Trotman can boast all he wants to about global plans and strategy, but the new Ford Windstar minivan is a new owner's nightmare. We owned Grand Caravans. Loved 'em! Decided to switch. Bought a Windstar last fall. Big mistake. Heater didn't work. We got it fixed. Brakes were noisy. Had to get them fixed, too. Front seat belts did not retract right. It took two months, 10 phone calls, and many hours of our time to get them replaced. Ford's Consumer Service Dept. never did help us.
Ford should be ashamed. It rushed the Windstar onto the market, and we new owners suffered as a result.