Roush quality control

[WhiskeyRunner]

Since I've been on Fnsweet, I have read a lot of problems owners have had with ROUSH made/installed items. Problems with fog lights, rims with chrome issues, striping coming off and others. I would think ROUSH would have a person who looks into these issues, like a quality control department.

Since this web site has so many ROUSH owners who discuss the problems they are having, ROUSH would have a person join this web site to see what problems/issues we are experiencing and answer questions. I get the feeling that once a ROUSH leaves their factory they really do not care. A ROUSH rep. visiting Fnsweet would be good PR.

[Rangersfan]

Good luck with that. They do have their lawyers stop by from time to time I hear.

[Saint]

Originally Posted by Rangersfan

Good luck with that. They do have their lawyers stop by from time to time I hear.

Aint that true

[Shay]

A long long time ago when the site was in its infancy Roush had a person or two who was designated to participate in the forums here. There were also other employees well known who were a daily part of our conversation.

The thing is that back then, Roush had little or no consumer relations capacity. While there may be a problem that comes up once or twice every so often today, they are MILES FAR AND ABOVE where they used to be in the early 2000's. Having been in this thing for about five years I can tell you they have made great strides in quality and customer service. Are they perfect today, no - but greatly improved.

In that time there were a lot more angry people who would pounce on and call out the known Roush Representatives who were here on the forums to answer questions and address things that came up. Things often got pretty ugly and those people were eventually driven away by some pretty upset customers who flamed them raw. Roush eventually decided that having all this dirty laundry being debated out in public was not good in the larger picture.

Those customers may have had justification, that is not the question. But at the time there was little or no avenue for owners to get the message to Roush because the dealers and Roush weren't tuned in to dealing with the issues. One has to keep in mind, that prior to building these cars starting in the late 1990's, Roush has always been a B2B company - never had to deal with consumers. So they had a learning curve. Plus the internet revolution came at them about the same time. Double trouble.

Today, Roush has a sort of non-stated policy that employees are not to be openly active on the forums here. There have been people there who's careers there have been "altered" because they were open about their employ at the company and posted things here they probably should not have.

That is the best explanation as to why we don't have Roush representatives on the site who are "out" about their affiliation with the company. We do have about a half dozen forum members who are with the company in various capacities, who choose to remain anonymous in regards to their employment and post here regularly in their off time as a civilian. That is their choice and we certainly aren't going to "out" them. And as someone above posted, their legal beagles surf the site from time to time looking for things to sue us about.

We are however fortunate in that Roush is supportive of our site in ways that don't involve posting here in the forums. That is their choice for a number of reasons and we appreciate what we do have. Of course if Roush ever did come back to participate in the forums, I think they would find that the atmosphere here is a lot less volatile toward them as it once was.

[WhiskeyRunner]

Shay .. Very understanding and good response. To bad it turned out this way.

[SonicRoush]

I believe WhiskeyRunner brings up some good points, as well as Shay. It is too bad that the Roush reps were treated the way they were, I am sure it hurt us Roush owners in the long run. I do, however believe that Roush needs to step up their quality control department, and actively work with those of us that have issues. I have called several times about my wheels peeling, but mostly got the answering machine. And, no surprise, no one returned my calls. When I did get a hold of someone, I was told that they were going to forward my information and issue to the person who handled that problem, again, no one called me back. Needless to say, due to Roush's lack of professionalism, my wheels are out of warranty, and Roush is no longer obligated to warranty my wheels. How convenient! I have had other issues with my Roush, but sucked it up and took care of it myself. I even called for something as simple as a copy of the build specs of my vehicle, again, I was told the person would call me back who handled those requests. Surprise, no one returned my call. We pay a pretty penny to purchase a Roush vehicle, and I believe if there are any issues on these vehicles, they should be addressed by Roush immediately. It would seem to me that a company that has on their website "From the winningest name in racing" would ensure that they are also winning in customer satisfaction.

[racione]

Originally Posted by SonicRoush

I believe WhiskeyRunner brings up some good points, as well as Shay. It is too bad that the Roush reps were treated the way they were, I am sure it hurt us Roush owners in the long run. I do, however believe that Roush needs to step up their quality control department, and actively work with those of us that have issues. I have called several times about my wheels peeling, but mostly got the answering machine. And, no surprise, no one returned my calls. When I did get a hold of someone, I was told that they were going to forward my information and issue to the person who handled that problem, again, no one called me back. Needless to say, due to Roush's lack of professionalism, my wheels are out of warranty, and Roush is no longer obligated to warranty my wheels. How convenient! I have had other issues with my Roush, but sucked it up and took care of it myself. I even called for something as simple as a copy of the build specs of my vehicle, again, I was told the person would call me back who handled those requests. Surprise, no one returned my call. We pay a pretty penny to purchase a Roush vehicle, and I believe if there are any issues on these vehicles, they should be addressed by Roush immediately. It would seem to me that a company that has on their website "From the winningest name in racing" would ensure that they are also winning in customer satisfaction.

I guess if this was happening to me, I would be jumping down the salesman's throat or at least someone at the dealership where I purchased the car. This is just my opinion.
I guess I must have a better salesman & Roush rep. ( I think )