Tom Wood Ford - Indianapolis IN

I bought a $32 replacement key for my F150 truck at Tom Wood Ford. Approximately 18 months later the top of the plastic key broke, preventing me from keeping it on my key ring.

I took it to Tom Wood Ford, acknowledged it is a petty little thing, expecting a replacement key.

I was told I could have one for $32 since this one is out of warranty.

I agree that it is out of warranty but some things just don't and shouldn't break. I have similar Toyota keys that are 8 years old now and going strong.

Some businesses don't realize that triveal little, inexpensive things can make or break long term customer service. Had this key been replaced I would have thought Tom Wood goes above and beyond. Now I look at this as indicative of the service I can expect when something important comes up.

There are lots of other car dealers in Indianapolis. I will spend my money at one of them.

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Thanks. I'm looking for a Ford dealer to do some work on my RV. I have 2 choices in this area, one being Tom Woods. After reading your comment, I will choose the other dealer.

So the $32 pettiness cost them not only your future business, but a new customer, too.

When will companies learn?