Over the past few years, Ford has faced some quality issues that have admittedly frustrated the automaker, not to mention its customers. CEO Jim Farley has addressed this topic numerous times since taking over the helm of The Blue Oval back in October 2020, and has also made quality a major area of focus moving forward. Regardless, sources familiar with the matter have told Ford Authority that Ford technicians will now be paid to submit photos of quality issues.
The automaker has asked Ford technicians to take photos of all new vehicles that come in for service within three months that have electrical or fit and finish issues. It’s unclear if this is an entirely new policy, but regardless, it’s now in effect.
After facing a number of quality-related problems with the launch of the 2020 Ford Explorer and Lincoln Aviator, some anonymous workers said that they feared Ford had lost track of quality control back in 2019. In the years since, individual models like the Ford Escape have landed on Consumer Reports‘ vehicles to avoid list due to quality problems, while Ford continues to rank below the segment average on the consumer organization’s reliability survey, too.
Last December, Ford sent dealers a “see what I see” headset diagnostic tool that allows technicians to make hands-free audio and video calls with The Blue Oval’s Technical Assistance Center, which can, in turn, share relevant repair information with the techs in real-time. The automaker is also making quality a major focus of its reorganization plan, and recently hired former J.D. Power Vice President Josh Halliburton as its new executive director of quality.