Ford Motor Co. customers nationwide now can enjoy complimentary pickup and delivery as well as expanded mobile services from participating dealers as part of the Dearborn company’s mission to enhance the ownership experience.
“Customers who’ve experienced pickup and delivery and mobile services love the convenience and flexibility,” says Todd Rabourn, North America regional customer experience director at Ford. “This program increases the access customers have to remote service options, so whether you’re due for an oil change or need to resolve a recall, it’s easier to have your vehicle serviced with less disruption to your life, and the activities and people you care about.”
According to the JD Power 2022 US Customer Service Index (CSI) Study, data shows that customers who utilize remote experiences for vehicle repair are more likely to recommend their brand to a friend or a family member. The expanded program provides dealers with additional support to offer the complimentary remote services.
“We’ve been working with multiple teams at Ford to offer our customers more ways to personalize vehicle service,” says Tim Hovik, National Dealer Council chairperson. “By expanding the remote experiences offerings, we can accelerate our ability to be there for customers whenever and wherever they need us.”
With pickup and delivery, the customer’s preferred Ford dealer will come to their home or place of business, pick up their vehicle, and return it when the repair has been completed. This adds convenience and choice to the service experience while minimizing downtime.
For light repairs and routine maintenance, a mobile service van can be dispatched with a trained technician to perform service at an eligible location of the customer’s choice. Participating dealers have the ability to set their own service and mileage limits for each type of remote experience.
Rabourn says that Ford customers appreciate the time savings, and consistently rate their satisfaction and willingness to recommend the Ford brand because of offering remote experiences.
The remote experiences program is voluntary for dealers and all Ford Service customers can take advantage of complimentary pickup and delivery and mobile service appointments from participating dealers, including retail, fleet, commercial, and government customers.