Been stuck waiting two weeks for my Explorer… normal?

Discussion
1

I’ve got a 2018 Ford Explorer that’s been at the dealer for two weeks. Took it in because it wouldn’t shift out of park. My appointment was at 9:30 AM, but they didn’t even look at it until six days later. Then they called to say they needed a part, which would take up to five business days.

It’s now been another week, and I’ve called the service desk for updates, but no one answers. This is all under warranty, so that’s why I took it there, but is this kind of timeline normal? I’m frustrated with how little they’re communicating.

2

Yeah, this is pretty normal these days. Here’s how it usually works:

  • Day 1: You drop off your car.
  • Days 2-3: Assign a tech (if you’re lucky).
  • Days 4-5: Diagnose the issue.
  • Days 6-7: Order a part (if needed), which can take weeks to arrive.
  • Days 8-10: Wait for a tech to be available again.
  • Days 11-12: Fix the issue.
  • Day 13: Notify you that it’s done.

If they need to wait on a part, you’re looking at a month or more easily.

3

@Miller
Thanks for breaking it down. I guess I’ll just have to wait it out.

4

I’m a Ford tech, and trust me, we’re doing the best we can. There’s a huge tech shortage, parts are on backorder, and the workload is insane. Where I am, appointments are booked months out. We work long hours, often six or seven days a week, and it’s still not enough. It’s like a restaurant that’s so busy it can’t keep up—people are always waiting, and it never stops.

5

@Marley
Communication would solve so many problems. Customers just want to know what’s going on. Why not be upfront about the delays?

6

Robin said:
@Marley
Communication would solve so many problems. Customers just want to know what’s going on. Why not be upfront about the delays?

That’s on the service advisors. Where I work, they’re supposed to call or text customers daily, even if there’s no update. As a tech, my job is to diagnose and fix cars, not handle communication. But yeah, I get why it’s frustrating.

7

@Marley
So it sounds like OP’s real issue is with their service advisor, not the techs.

8

Robin said:
@Marley
So it sounds like OP’s real issue is with their service advisor, not the techs.

Exactly.

9

@Marley
Man, I’m glad I work at a smaller dealership. Our turnaround time is usually under two weeks unless parts are backordered.

10

Shan said:
@Marley
Man, I’m glad I work at a smaller dealership. Our turnaround time is usually under two weeks unless parts are backordered.

That sounds nice. I’ve been doing this for 29 years, and while the money’s good, the burnout is real. We’re opening a new Ford service center, but I don’t know how they’ll find enough certified techs. They lured me here with a big signing bonus, but even that’s not enough sometimes.

11

@Marley
We’ve been lucky with hiring. Pay’s decent, and management treats us well—catered lunches, nice Christmas gifts, stuff like that. It makes a difference.

12

Shan said:
@Marley
We’ve been lucky with hiring. Pay’s decent, and management treats us well—catered lunches, nice Christmas gifts, stuff like that. It makes a difference.

That’s great and all, but for senior techs like me, it’s all about the flat rate. The perks are nice, but they don’t pay the bills. If one dealer doesn’t offer good rates, the one down the street will.

13

@Marley
I get that you guys are overwhelmed. My frustration is with the lack of updates. I just want to know if the part is in yet.

14

Marlow said:
@Marley
I get that you guys are overwhelmed. My frustration is with the lack of updates. I just want to know if the part is in yet.

Your service advisor isn’t doing their job. Talk to the manager—advisors should be giving regular updates.

15

@Marley
I feel this so much. :joy:

16

If this was a transmission issue, they’d actually be moving fast. Around here, transmission repairs take six months.

17

Hollis said:
If this was a transmission issue, they’d actually be moving fast. Around here, transmission repairs take six months.

Thankfully, it’s not the transmission—just the shifter.

18

At most dealerships, the appointment is just when they write up your ticket. It doesn’t mean they’ll start work that day.

19

You’re doing better than I did. I had to leave my truck 700 miles away because they couldn’t find the parts. I ended up hauling it home myself after two weeks of zero progress.

20

My 2013 Fiesta sat at the dealer for seven months waiting for a part. That was back in 2014, but it was ridiculous.