Skip to main content

Ford Offers Remote Pickup, Delivery For Repairs, Mobile Service

Ford has begun a new service that allows customers to have their vehicles picked up and dropped off for service. The new service follows a J.D. Power Study on customer satisfaction. The program also allows customers to have mobile service, as well.
Posted: January 26, 2023 - 11:41AM
Author: Marc Stern

Join us...    

When you see a flatbed roll up to your neighbor’s house with a car or SUV aboard, you can make a couple of suppositions about what is going on. The first supposition – quite naturally – is that your neighbor has done a remote purchase or sale of a vehicle, and the truck has rolled up to take it away. You can assume it’s a remote sale if the vehicle remains in your neighbor’s driveway and there are smiles all around as the family explores the new vehicle.

The Circumstances Differ

Or, you can assume the worst that the family has sold the vehicle and the flatbed has come to haul it away, destined for parts unknown. The telltale on this one is that there is usually only a single person outside once the vehicle leaves, looking rather down.

Well, now there’s a third reason that a flatbed could be coming or going from your neighbor’s driveway. It could be dropping off a freshly serviced vehicle from the Ford dealer or it could be picking up a vehicle and hauling it in for service. Indeed, Ford announced a new service program that allows customer vehicles to be picked up and dropped off.

Dealers Offer Complimentary Pickup, Delivery

Ford customers nationwide now can enjoy complimentary pickup and delivery as well as expanded mobile services from participating dealers as part of the company’s increased commitment to enhancing the ownership experience.

According to the J.D. Power 2022 U.S. 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 family member.

“Customers who’ve experienced pickup and delivery and mobile service love the convenience and flexibility,” said Todd Rabourn, North America Regional CX Director. “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.”

Ford To Support Dealer-based ProgramDealers Set Terms For Remote Services

Participating dealers can 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 higher as a result of offering remote experiences.

The remote experiences program is voluntary for dealers. 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.

Ford Motor Photo

Marc Stern has been an automotive writer since 1971 when an otherwise normal news editor said, "You're our new car editor," and dumped about 27 pounds of auto stuff on my desk. I was in heaven as I have been a gearhead from my early days. As a teen, I spent the usual number of misspent hours hanging out at gas stations (a big thing in my youth) and working on cars. From there on, it was a straight line to my first column for the paper "You Auto Know," an enterprise I handled faithfully for 32 years. Not many people know that I also handled computer documentation for a good part of my earnings while writing YAN. My best writing, though, was always in cars. My work has appeared in Popular Mechanics, Mechanix Illustrated, AutoWeek, SuperStock, Trailer Life, Old Cars Weekly, Special Interest Autos, etc. You can follow me on: Twitter or Facebook.

Join us...