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FAQ, RANTS and the WHOLE STORY
by Kevin Richter, Service Manager
COMING SOON!
6.0 and 6.4 Power Stroke Diesel Air Filtration Q&A
Q. Dont all filters stop the same amount of contaminants from getting into the engine and turbo?
A. Absolutely Not! The 6.0 and 6.4 liter OE filters, produced by Donaldson Company, Inc, stop 99.99% of contaminants the size of one micron or larger. Some aftermarket filters trap only 95%. What does this mean to an owner? Driven in the same conditions, a 95% filter would pass 50 grams of contaminant through to the engine that would be trapped by the OE filter. Even a 99% filter would pass 10 grams of contaminant. This could mean an early end to your engine or turbo.
Q. Won't aftermarket airbox modifications which use a cheaper filter, save me money?
A. Don't be fooled by aftermarket tactics of comparing the cost of one filter because you also need to know how often you'll need to change a cheaper filter. The OE filters hold more than three pounds of dust, dirt and soot. The aftermarket kits tested held half this amount. And don't forget, if these aftermarket filters are less than 99.99% efficient, they will also pass more contaminants the OE filter would have stopped.
Q. How frequently do the 6.0 and 6.4 liter OE air filters need to be changed?
A. Everybody's driving habits and enviroments are different. Owners/Dealers should check the air filter restriction guage at each oil change interval to determine filters condition. No replacement is necessary until the filter minder or dash light gives indication.
Q. My filter minder doesn't seem to move, so shouldn't I check or change the filter to be safe?
A. The filter minder is a guage that starts registering only after the filter reaches a certain point of being filled. This is why owners don't see it move(like a gas guage). Rest assured, the filter minder works and there is no reason to check on the filter by removing the airbox cover, thereby increasing the risk of contaminants entering the air intake system. Remember, the 6.0L and 6.4l OE air filters hold more than three 3 pounds of contaminants so it will take some time to fill.
Q. I want maximum airflow through the system to provide more power. Don't some aftermarket filters provide more airflow than the 6.0L or 6.4L OE air filters?
A. Airflow should not be the determining factor in buying a filter. Think about it: would you ever operate without a filter in place enen though you'd get maximum air flow? High airflow generally means the filter is less efficient at stopping contaminants, too. Owners should instead look for the combination of three factors: airflow, how small of contaminant the filter will stop, and how much contaminant the filter will hold. The 6.0 and 6.4 OE filtratiion systems provide a great combination and it comes standard on all Super Duty and Excursion trucks.
Q. If the 6.0L and 6.4L OE filtration systems are so effective and efficient, why would anybody pay to modify them?
A. Excellent question. It makes no sense to pay hard earned money to go backwards in technology - especially considering that such modifications may even put future warranty repairs in jeopardy. You invested in your 6.0L and 6.4L Power Stroke diesel truck to provide years of dependable service. Ford engineered it with a great filtration. So just why would anyone pay to modify it?
LOCK YOUR KEYS IN THE CAR? STARTING WITH 1998 MODEL YEARS WE CAN LOOK UP OVER 95% OF FORD VEHICLES KEY CODES TO CUT ANOTHER SET OF KEYS. THREE THINGS TO REMEMBER HOWEVER FOR YOUR OWN GOOD AGAINST THEFT PREVENTION:
- FIRST - WE NEED TO SEE SOME SORT OF PROOF OF OWNERSHIP FOR THAT VEHICLE OR WE CANNOT CUT A KEY AT ALL.
- SECOND - SOME VEHICLES HAVE ANTI-THEFT IGNITION KEYS WITH COMPUTER CHIPS THAT MUST BE PROGRAMMED WHICH IS AN EXTRA FEE AT THE SERVICE DEPARTMENT IN CONJUNCTION WITH THE KEY COST ITSELF.
- THIRDLY - IF YOUR LOCKS HAVE BEEN CHANGED OR DAMAGED THE FACTORY KEY CODES WILL NOT WORK ANY LONGER.
Q. My vehicle has recalls on it. Doesn't that mean that Ford sold me a defective product?
A. Actually most recalls are potential concerns only, that usually never will manifest itself to all vehilces involved in the recall. Thanks to the Government and Ford they want to make sure your vehicle is the best and safest it can be. Instead of looking at recalls negatively we view it as making our customers vehicles safer, more enviromentally friendly and better all around. Is it an inconvienence sometimes? Sure can be but making your vehicle better and safer is worth it. Right? Does it mean your vehicle is a lemon because the company wants to keep improving it's product? You be the Judge.
Q. What should I do if I have a Service Problem?
A. The best and quickest way to get anything handled is to ask your Service Advisor. Be it a repeat repair, damage, further needed service, vehicle information, pricing concerns and so on. We empower our Service Advisors as "Assistant Service Managers" unlike most dealerships, to make the rapid and correct decisions that are needed daily, without the need to go running to the Service Manager all day long. As another alternative, we also empower our Customer Relations Manager, Mary Ann, who's job is to handle concerns for all departments but mostly service,parts and body shop. The above two methods will get things rolling as quick as possible for you.
Asking for the Service Manager will NOT override company or dealership policy and only delay the resolution as usually several employees have to be asked about the situation that you and everyone else already knows about. I also tend to stand behind any decisions that Ford Motor Company, Our Service Advisors, and Customer Relations Managers make or have made.
Q. Will you work on my vehicle if I bought it elsewhere?
A. Absolutely, we want your business no matter where you bought it!
However, we may decline repairs if you hand us a stacked deck full of pre-existing headaches, legal issues, formal complaints, vehicle buy backs, unfixable issues, BBB cases, owner abuse or another dealerships excess baggage of negative situations exist. Transfering the liability and bearing the wrath of an upset customer from another dealership is not condusive to Pundmann's customer satisfaction requirements and makes no business sense. Usually these problems reflect back to us on negative Ford surveys even though the customer says it's not Pundmann, it still goes against us, black marks that we didn't cause or have a hand in. We are not owned by Ford, we have to take care of the customers who bought from us first. Loyalty speaks volumes in our book, which includes loyalty to Pundmann not other Ford dealers.
Q. Doesn't it cost more at a dealership to get my vehicle fixed? Why does other places seem cheaper?
A. Actually Pundmann Ford has the lowest priced oil changes of anyone in the area. Our maintenance specials are priced well below our normal labor rates and other facilities labor rates. We do a survey of all non-dealership facilities in the area, quarterly, to ensure our regular maintenance prices are in line with local auto repair shops and I'm sure they do the same to us. We also have found that some non-Ford facilities install lesser quality maintenance parts, also don't do the same repair procedures needed, even though they may call the repair or maintenance service the same thing that Pundmann does. Their use of non-Ford parts enable them to offer low prices but your safety and longetivity of the parts are at stake. The more times you have to return for the parts, the more chances they have to sell you on other stuff they can make money on. We also have found that once they get you in for that $59 brake job, they then tell you it needs $700 more brake work. Our hourly labor rate is also cheaper than any other dealership in the area, including non-Ford dealerships. Also after surveying some aftermarket auto repair facilities their labor rates are in line with ours.
Q. Why can't I take my vehicle to a local garage, quick lube, Wal-Mart or muffler and Brake shop?
A. You can but why? Who better equipped to repair your Ford product than Ford itself. Some advantages of having Pundmann's factory trained master technicians service your vehicle over non-Ford facilities:
- We know your vehicle and work only on Fords.
- We have brakes, tires, batteries and everything else for competitive pricing or less.
- All the required special tools to perform your repairs properly non-Ford facilities can't get.
- Access to factory engineers, reps, hotlines and field service engineers when needed.
- Special service messages, technical service bulletins, factory publications.
- Sophisticated electronic computerized test equipment for Fords only.
- Continual training mandatory for all technicians.
- We offer meet or beat tire pricing.
It always amazes me how the public sometimes will believe the untrained high school technician or a fired dealership technician working at Jeffy Lube or Wally World over our highly trained technicians when something goes wrong with their vehicle. Then the dealership is classified as the thief because the correct fix is more than Auto Zone or Wally World told them it should be. Hmmm, I wonder then why we replace so many blown and locked up engines here that Wally World improperly changed the oil in? I wonder why these non-Ford facilities call us for free information on how to fix your vehicle? Sometimes they actually bring your vehicle here for us to fix, then you pay the middleman price as well. They also buy the parts to fix your vehicle either from a discount parts house, using substandard parts or from us anyway then marking it up to you.
Something else to think about: Ford requires records of scheduled maintenance being done on your vehicle especially in cases of engine and transmission failures much like the foreign car manufacturers have done for years. Yet another reason you should have us keep good care of your vehicle, when our reps look at out of warranty concerns the first thing they check is the service history and how good a customer to Ford they are.
Q. Why does it take so long at the dealer to get my vehicle in and out?
A. We write up on the average 100 to 175 repair orders a day here at Pundmann compare that to a dozen or so at an independent garage or quick lube joint. We are by far the highest repair order count dealership in the region including all St. Louis dealers.
We have 80+ years of loyal customers who regularly bring their vehicle in to us because their Great Grandfather did, their Grandfather did, their Dad does and now they do. We need over twice as many Service Advisors as most dealers and have to work two shifts. Can Jiffy Lube and AutoZone say that?
The other thing that happens is that we get all the bad jobs and nasty to repair customers the other places don't want to mess with, when all the independent repair facilities can't figure out how to fix something on your vehicle they just say "You'll have to take it to the dealer, we don't have the needed equipment or knowledge". Yet unlike them who can push you off to the dealership, there is nobody we can push it off on, we don't have that safety valve. We have to fix it no matter how impossible that "needle in the haystack" turns out to be. We are the last resort for nightmarish concerns no matter how long it takes. So the independent facility does the quick easy,money making stuff to your car, fairly fast making them look good then we get the time consuming repairs nobody else wants to deal with that upsets customers and makes us look like the bad guy. This extra time that it may take in hard to repair cases puts the schedule behind much like the airlines when a plane is delayed or has a problem.
Q. How come you charge so much for diagnosis and it takes so long to diagnose? Don't you guys have that computer that tells you everything?
A. On todays electronic controlled vehicles you don't need a "mechanic" anymore, you have to be a computer literate "technician" with more knowledge and computer savy than a home computer or tv repairman. Diagnosis of the concern is by far the longest and hardest part of the job anymore. Once you know what it is, the replacement isn't too extreme usually. Now, to add further diffiulty to the repair, the computers on the modern vehicles have the ability to mask and over compensate for a failed or failing mechanical and/or electronic component. Also unlike your home computer, your vehicles electronics have to be able to withstand excessive heat, excessive cold, vibration, moisture, dust and dirt and so on. If your vehicle is only acting up due to a certain temp or conditiion, it's near impossible to duplicate and figure out just what the heck is failing at that one certain time or temp or condition.
You may then say but "Don't the computer show failure codes? Sometimes yes and sometimes no. Some drivability concerns don't always flag a trouble code. Some of the codes when they are flagged, are the result of something else failing not what the code shows. So when someone tells you it's X amount of dollars to check your system, it's usually to hook the computer up and check for trouble codes, with minimal pinpoint testing. It does not take into account the fact that the codes may not actually show the failure area requiring pinpoint diagnosis is required . Autozone for example is so proud to go out for free and check your codes. Well that's so they can sell you a part, not caring to diagnose the actual cause and final repair correctly. Occasionally they get lucky but like my Dad always told me, nothing is for free and if it sounds too good to be true it usually is. So if your "check engine light" comes back on, they do what? Send you to the Dealer!
Q. Pundmann, you need to take care of this or that because you "are" Ford aren't you?
A. Pundmann is a privately, family owned local company and is not owned by any part of Ford Motor Company. We have happily sold Ford vehicles for over 80 years and uphold any Ford Warranty and Policy issues however we are not Ford. As independent business people, we choose to be a part of the community in many ways from contributing to charities to providing services for our customers to enjoy and use and the Pundmann family all live in the area. We do feel that Ford products are the best vehicle line we can offer our customers. In a few isolated cases we tend to get blamed because of FORD issues such as warranty, financing, product and engineering concerns but in all actuallity, they are NOT Pundmann Ford issues. Kind of like blaming the cable repair technician for high cable rates or the QT counterman for gas prices and in our case Pundmann service employees who bare the brunt because of vehicle recalls, the way the vehicle is designed, or maybe unpleasant purchasing experiences, pricing, financing options that were not available when they purchased or my pet peave what another auto repair facility or another privately owned Ford dealership did to that customer. We are then categorized as just like the other dealers before we have the chance to prove otherwise. We end up being held responsible and bearing the wrath of customers upset at Ford Motor Company not anything Pundmann actually did. All we ask that as not being owned by Ford Motor Company, that when surveyed about "Pundmann or on your service visit to Pundmann" that our customers don't take the wrath of product or prior dissatisfaction with other places out on Pundmann as it won't solve a thing except make Ford think it's the Dealerships fault not theirs. We all work hard to make Pundmann better than our competitors as well as other Ford dealerships, we have big shoulders but not big enough to take responsibility for things beyond our control like Ford Motor Company issues and what bad taste that others places may have left in our customers mouths.
Q. Why is there a hazardous waste and misc.shop charge on my bill?
The EPA, City and County will not permit repair facilities to dump oil, antifreeze, or any kind of hazardous fluids in the sewer systems, as well as oil filters, batteries and tires in the trash system. We must buy and use many more expensive non-hazardous products, pay companies to pick up our tires, batteries and waste. Also whenever a chemical, fluid, misc hardware fasteners are used on your vehicle, unlike a parts store or Sams that requires you to purchase the whole box or can, we just make everything a 8.33% percentage of the parts purchase across the board to cover these expenses the dealerships are made to do by outside resources. This is a standard practice in all repair facilities and if they say you aren't being charged on the bill, believe me you are one way or another. Either they raise the parts, labor or something else because no place of business can afford to absorb the EPA disposal and special products required to meet government and area standards.
Q. 60 minutes and 20/20 and other media outlets have had shows in the past about how dealership service departments are thiefs. Is that true?
A. Some places may not be operating on the up and up obviously but Untrue for Pundmann, as we also have a manufacturer to represent and follow their rules unlike independent shops. Pundmann Ford has the highest customer retention and writes the most repair tickets of any area dealership. We did not get this way by cheating anyone. Over 80 years in business and still growing, not by cheating it's customers.
But......Check out the hospital and doctor bills, do you think that isn't robbery? like $10 for a bandaid or an aspirin or how about $125 consultation fee, office visit fee? What about the gas prices, is that not robbery? Cell phone charges? and grocery prices? how about sporting events? Is $8 a beer, $5 a soda or $6 a hotdog not robbery? Is $25 to park on game day but $5 on non game days not robbery? Is the price of tickets to these events not robbery? Is the money the players make more in one year than we make in a lifetime, not sickening? Insurance companies whose rates are out of site and who cancel you if you dare make a claim, funeral cost, cable bills, electric and natural gas bills. Yet some people don't bat an eye and pay these things without complaint but stiff the auto repair business and call them thieves if they try to charge for diagnosis and repairs. Huh?
Q. I've heard that you can unlock your car doors if your remote isn't with you by calling over a cell phone and have someone press the spare remote open button over the phone. Will this work?
A. NO
Q. There has been a lot of hoopla over Ford advertising in Gay and Lesbian magazines. I feel this is wrong morally. Why does Ford do this?
A. Ford's response to this is as follows. Our only agenda is to develop, manufacture and sell the most innovative products to anyone who wishes to buy them. The rumor that Ford sponsored gay marriage in Ferndale, Mich is not true. We advertise to reach potential customers. Marketing to specific communities is not new to the automotive industry. We don't do this to make political or social statement, we do it because we respect them and hope they will become potential customers. Does Ford promote the homosexual lifestyle in any way? their answer is a firm NO.
Personally, I usually respond to these people by asking them a few questions. If you owned a business, trying to make a living, would it make good business sense to purposely refuse to do business with anyone because of race, creed, or beliefs? And knowing they have money and are willing to spend it and don't cause any real problems? Don't these magazines have numerous advertisers on a continual basis? In the business world you don't have to believe in what your customers personal lifestyle is and you don't have to like them but you do have to sell to them if you are any kind of reputable business at all. As long as they cause no problems like I said, there is no reason not to advertise and sell to them for business reasons not political or social.
Q. Where do you buy your gas Kevin, and what type do you recommend?
A. QUIK TRIP GAS, HIGH QUALITY, BEST RATINGS, CHEAPER, AND NOT OWNED BY FOREIGN DICTATORS AND TERRORISTS WHO HATE AMERICANS. I have ran it for years in my motorcycle, bass boat, trucks/cars/suvs and lawn equipment with absolutely no problems and gets good mileage also. Their fuel quality seems to be consistant quality at any station.
Attitude begets Attitude. Attitude is contagious, both good or bad, you're choice.
You can kill more flies with honey than vinegar.
Don't treat others like children unless they're your own.
Dogs are put on this earth to show man how to live by their unconditional love and forgiveness.
If a dog is mean, blame the owner not the dog. If an owner's mean, who's to blame?
How can your ship come in if you never sent one out to begin with?
People who think they need to be mean to get anything, are the first ones to be offended when they are treated that way in return.
