It is a really simple answer.
Give the same support to the SVT Contour as you are currently giving to other projects such as the SVT variants of the Mustang, Lightning, and the upcoming Focus.
Others have said it before:
1. Factory supported performance parts. Toyota has TRD parts you can get installed without voiding your warranty. If Toyota can do this, there is no reason Ford can't do it. I'm sure you guys at Ford think you are better than the guys at Toyota, so why are they doing better than you here. Ditto Honda, moreso third party aftermarket, but it sure is there. It appears Ford is serious only about V8 performance, nothing else.
2. Quality dealer support. That is an issue for SVT and non-SVT products alike. Yes I know dealers are privately owned franchises for the most part. However, the name that is the biggest on the sign is generally Ford, so Ford has more to lose if a dealer is not treating a customer right. Return visits for the same repair should be the exception, not the rule. Something simple like a gas gauge shouldn't require two visits to the repair shop.
I believe that Ford knows more about how to make the Contour platform perform better. I would rather buy my performance parts from a company like Ford than a mixed bag of third party vendors.
Just because you are no longer making the car doesn't make the customers go away. I think this is where Ford/SVT is missing the boat. We are still out here, and in three to five years I'll need a new car.
How Ford and SVT treat me today will have a great impact on who's cars I look at.
I work in a service industry, so I know how to give good service and how to support products that are no longer made. My organizations values include the phrase "Customer First"
That is more than just words. I try to evaluate every decision I make about servicing a customers computer system by that tenet.
Regardless of cost! Because I don't want them to become a competitors customer.
There are too many choices in the automotive market for Ford to write off a single customer.
But Ford/SVT must continue to earn that dollar every day. Because if you don't, there are other companies who are willing to. I do believe it costs more to earn new customers through expensive ad campaigns than it does to keep existing customers through great service.
The choice is yours.
TB
Originally posted by Troy@SVT:
Is there anything I can do to salvage your opinions of us at SVT? It certainly appears that many of you are angry with us and perhaps that can?t be changed. But I would rather put forth the effort and try to help than to sit idly by and watch everyone remain upset with us. I am personally interested in making sure SVT customers are taken care of, no matter which vehicle type it is, how much they paid, or whether they bought it new or used. That?s my job. No excuses, no smoke screen, that?s why I am here. That?s also why I am willing to discuss what we at SVT did and why. In order for me to do that though I need everyone?s help. But I think collectively we all can identify the main issues, and hopefully come up with some answers and/or solutions.
With that said, lets see if we can identify the issues.
Troy
